Customer Goods in Transit and Storage
Product Disclosure Statement
Part 1 – About Your Insurance
This Product Disclosure Statement (PDS) provides information about the main features of the Customer Goods in Transit and Storage Insurance
Why should I take out insurance?
Regardless of any contractual rights you may have against your Removal Company, there are many circumstances where they will not be liable to make good any loss or damage to your goods, for example where the goods are damaged as a result of an accident that is not the Company’s fault.
Customer Goods in Transit and Storage insurance can assist to fill this gap
Who to contact about your policy
Your first point of contact about the policy should be your Removal Company. If they cannot answer your enquiry, you can contact The Manager, Cowden (Vic) Pty Ltd – Aldridge and Street Division Telephone (03) 9867 7663 or by email, facsimile or letter.
Insurer A number of different insurers have combined together to provide the insurance in the Customer Goods in Transit and Storage Policy.
A $2,000 Transit policy excess is payable by your Removal Company.
Above this amount, the risks of fire, lightning, aircraft, earthquake, storm and tempest, flood, water from fixed pipes or systems, riots, strikes and civil commotion, explosion and impact damage while the goods are in storage are insured by CGU Insurance Limited (ABN 27 004 478 371 AFSL 238291) of 181 William Street Melbourne Vic 3000 and the rest of the transit and storage cover is insured by Associated Marine Insurers Agents Pty Ltd (ABN 41 006 104 007 AFSL235383) as managing agent for Zurich Australian Insurance Limited (ABN 13 000 296 640 AFSL 232507) of L10, 505 Little Collins Street Melbourne Vic 3001
Significant features and benefits of the policy
You may select from a number of alternative types of cover available under the policy for loss or damage to your goods.
Type of Risks – You have the option of ‘Full’ or ‘Restricted’ Cover. Full Cover insures you for most risks of loss or damage to your goods. However, Restricted Cover only insures you for accidental loss or damage which occurs as a result of:
Basis of Settlement – You can choose to insure your goods on a ‘Replacement’ basis or for ‘Market Value’. Under Replacement Cost cover, if your goods are lost or totally destroyed, you receive the new replacement cost provided the goods are less than 10 years old. Under Market Value cover, you only receive the current market value of the goods. (i.e. the replacement cost less an allowance for age, condition, wear, tear and depreciation). If the goods are damaged, both covers will cover the reasonable cost of repair.
Limits and exclusions from cover
The table below summarises the limits on the covers provided.
|Items more than 10 years old||Market value cover unless the item is listed and value declared on your Insurance Declaration|
|Computers and computer accessories
Motor vehicles, boats and trailers
|Market value cover only|
|Office and factory goods||The lesser of Market Value and Declared Value, the amount you nominate on the insurance declaration, plus insurance, packing and freight.|
|Pairs and sets||Will pay Only the lost or damaged part or parts|
|Antique Furniture, Works or Art||Reasonable cost of repair. Loss of value not covered.|
|Owner packed cartons||Restricted cover only
Maximum of $500 for non delivery of a carton unless an itemized list of contents is provided before transit commences. Damage or loss to contents excluded unless caused by a risk covered.
|Motor vehicles being driven under their own power||Not covered unless being loaded or unloaded by your Removal Company|
|Valuables worth more than $1,000||Limited to a maximum of $1,000 unless specifically listed and valued in your Insurance Declaration|
|Flood||Not covered by the policy if caused by water from or action by the Sea, Tidal wave, Storm surge or High water|
|Terrorism||Transit cover only|
|Other excluded risks||Refer policy wording – Other Excluded Risks|
These are the major exclusions and limitations in the policy, however, there may be others. You can check the policy wording in Part 2 of the PDS for full details.
Cost of the policy
The amount you pay for the insurance depends on the value of the goods being removed or stored.
Other factors which determine the premium include:
The amount you pay includes any stamp duty and GST.
Our quotation for your transit insurance is firm. Your Removal Company will give you one month’s notice of any change in the storage insurance rate.
How do I select the amount to be insured?
It is important that you insure your goods for their full value. This means that you should tell us about:
If the declared value of the goods is less than 80% of their actual value at the time of the loss or damage, the amount of the claim will be reduced in the same proportion as the declared value bears to 80% of the actual value.
How you pay for the insurance
The premium will be shown on the quotation for your Contract for Removal and Storage which your Removal Company will provide to you before your goods are removed. When you accept the quotation, your Removal Company will invoice you.
You pay for transit insurance when you pay your removal charges. Your Removal Company will invoice you for storage insurance at the same time as the storage charges.
The amount that you receive for a claim will be reduced by $200. This is known as an excess.
Conditions Some conditions apply to your policy. Full details are set out in the policy wording in Part 2 of this PDS. The significant conditions are summarized below:
Duty of disclosure – When you apply for insurance we rely upon the information you provide to decide whether to insure you, and anyone else to be covered, and on what terms. You must answer the specific questions we ask relevant to our decision to insure you. When answering our questions you must be honest. If you do not answer all questions honestly we may reduce or refuse a claim, or cancel the policy. If you answer our questions fraudulently, we may refuse to pay a claim and treat the policy as never having existing.
You do not have to tell us about any matter that diminishes the risk that is common knowledge, that we should know or should know in the ordinary course of our business or which we indicate we do not want to know.
Cooling off – You may return the insurance contract up to 20 days after the date of the invoice for the removal, storage and insurance (the cooling off period). However you may not return the insurance contract after the commencement of the work.
To return the contract, notify the removal company within the cooling off period. Any premium paid will be returned. The notification can be made by telephone or posted to the address detailed on the removal contract or invoice.
What do I do if I need to make a claim? The policy wording in Part 2 of this PDS has detailed instructions about how to make a claim.
Complaints and disputes about the policy If you have a concern, complaint or dispute about the policy which involves a claim, contact the Manager at Cowden (Vic) Pty Ltd on (03) 9867 7663.They will try to resolve your problem immediately. If they are unable to do so, you can request that your problem be considered by their internal dispute resolution process.
If you are not happy with their decision, you may take your complaint to the Financial Ombudsman Service Limited (FOS), an external dispute resolution body. FOS can be contacted on 1300 780 808.
This PDS was prepared on 01/03/12
PART 2-POLICY WORDING
This insurance will be arranged on your behalf by Dawson Moving & Storage Pty Ltd as an authorised representative of insurance brokers, Aldridge and Street a Division of Cowden (VIC) Pty Ltd (AFSL 245658)
DEFINITIONS In this policy the following words have the meaning set out below:
Removal Company – Dawson Moving & Storage Pty Ltd
Customer – Persons or entities who contract with the removal company to remove and/or store their goods.
Customers’ Goods – Physical property which a customer has asked the removal company to move and/or store including household goods and personal effects of every description including antiques, works of art, jewellery, vehicles, boats, and trailers; and office and factory contents of every description including computers and all ancillary equipment, plant and machinery.
Transit – All conveyances by road and/or rail and/or air and/or vessel to and from ports and or places anywhere in Australia or the world. Transit commences when goods are first moved and/or uplifted within the house, office or factory by the removal company for the purpose of transit and ceases when the goods are last moved by the removal company after delivery to their final destination or such other place as the receiver may instruct. Transit includes packing/unpacking of goods by the removal company at uplift or delivery and any storage which is incidental to the transit.
Storage – Any storage of customers’ goods at the customer’s request in an authorized warehouse or compound by the removal company prior to, during or after transit.
INSURERS This insurance is provided by the following insurers: CGU Insurance Limited (ABN 27 004 478 371 AFSL 238291)- insures Australia wide storage perils of fire, lightning, aircraft, earthquake, storm and tempest, flood, water from fixed pipes or systems, riots, strikes and civil commotion, explosion and impact damage. Associated Marine Insurers Agents Pty Ltd (ABN 41 006 104 007 AFSL 235383) as agent for and owned by Zurich Australian Insurance Limited (ABN 13 000 296 640 ) – insures all other transit and storage risks
RISKS COVERED Where the customer has requested the removal company to insure the customer’s goods, depending on the risks and period of cover and basis of settlement selected by the customer and shown in the certificate of insurance, this policy insures the customer’s goods as set out below:
Full Cover insures all risks of loss or damage to the insured goods during transit from any external cause including accidental damage during packing, loading and unloading by the removal company or its representatives. However, regardless of which cover the customer selects, goods packed by the customer are insured only for restricted cover.
Restricted Cover insures loss or damage to the customer’s goods during transit resulting from:
Additional Risks Covered
In addition to the risks set out above, this policy insures the customer’s goods for loss or damage caused by or as a result of:
BASIS OF SETTLEMENT Depending on the Basis of Settlement selected by the customer and shown in the certificate of insurance, if loss or damage occurs as a result of an insured risk, the insurer will pay, up to the declared value of any item (and subject to the restrictions set out below):
Replacement Cost In the event of damage, the reasonable cost of repairs or restoration. For any items totally lost or destroyed, full replacement cost provided that such items are no more than 7 years old or have been specifically declared and valued on the insurance declaration or removal contract. Regardless of which Basis of Settlement is selected, the insurer will only pay market value for the following items: goods more than 7 years old or which have not been declared; computers and computer accessories; clothing; motor vehicles, boats and trailers.
Market Value In the event of damage, the reasonable cost of repairs or restoration. For any items totally lost or destroyed, their replacement cost less a reasonable allowance for age, condition, wear and tear and depreciation.
Office or Factory Goods, including Plant and Machinery For office and factory goods, including plant and machinery, the insurers will only pay: the lesser of the market value and the declared value of the goods at the time of loss; and agreed charges for insurance, packing and freight.
Pairs and Sets Where one or more articles in a pair or set (including lounge suites) are lost or damaged, the policy only covers the lost or damaged part or parts. The insurers will not pay more than a proportionate part of the insured value of the pair or set without reference to any special value which they may have as a pair or set or depreciation or loss of value.
Antique Furniture – Works of Art For antique furniture, the insurers will only pay the reasonable costs of repair or restoration and will not pay any depreciation or loss of value caused by the loss or damage.
Co-insurance If the declared value of the goods is less than 80% of their actual value at the time of the loss or damage, the amount of the claim will be adjusted in the same proportion as the declared value bears to 80% of the actual value.
Excess The removal company must pay the first $2,000 in respect of any one claim under this policy. The customer must contribute the Customer Excess shown in the removal contract or Product Disclosure Statement.
EXCLUSIONS FROM AND LIMITATIONS ON COVER Motor Vehicles This policy does not cover motor vehicles while they are being driven under their own power unless they are being driven by an authorised representative of the removal company for the purpose of loading or unloading.
Valuables This policy does not cover loss or damage to any antique, curio, piece of jewellery, plate, precious object, work of art, medal, money, coin, stamp, collection of items, fur, piece of precision equipment or professionally packed carton by the removal company the value of which exceeds $1000 unless specifically declared on the list of items to be insured or on the removal contract.
Owner Packed Cartons Non-delivery of owner packed cartons is limited to $500.00 unless an itemized valued list of contents is supplied prior to the commencement of the transit.
Other Excluded Risks
This policy does not cover loss or damage or expense caused by:
Terrorism Exclusion This policy excludes any loss, damage, liability or expense arising from terrorism and/or steps taken to prevent, suppress, control or reduce the consequences of any actual, attempted, anticipated, threatened, suspected or perceived terrorism. For the purposes of this clause, terrorism means any act(s) of any person(s) or organization(s) involving the causing, occasioning or threatening of harm of whatever nature and by whatever means or putting the public or any section of the public in fear in circumstances in which it is reasonable to conclude that the purpose(s) of the person(s) or organization(s) concerned are wholly or partly of a political, religious, ideological or similar nature.
Notwithstanding any provision to the contrary contained in this policy, it is agreed that this policy covers loss or damage to the subject matter insured caused by any terrorist or any person acting from a political motive, from when the subject matter insured is first moved for the purpose of being conveyed to a destination outside the premises at which loading takes place and ends when the interest insured is last moved in being delivered at the destination, or at any earlier point where the ordinary course of transit is interrupted by the insured.
CLAIMS PROCEDURES As soon as possible after the happening of any event which may give rise to a claim under the policy, the customer(s) must:
The removal company or the insurer, at its expense, may appoint a loss assessor to inspect damaged goods.
The removal company may settle claims under this policy under instructions from the insurer. If the claim is for more than the amount detailed in the excess, the removal company must send to the insurer the inventory and/or condition report, removal contract and full details of the items lost or damaged.
Premium The amount payable by the customer for this insurance may be varied provided the customer receives one month’s prior notice of any change.
Duty of Disclosure Before entering into a contract of general insurance with an insurer, the insured has a duty, under the Insurance Contracts Act 1984, to disclose to the insurer every matter that the insured knows, or could reasonably be expected to know, is relevant to the insurer’s decision whether to accept the risk of the insurance and, if so, on what terms.
The insured has the same duty to disclose those matters to the insurer before any renewal, extension, variation or reinstatement of a contract of general insurance.
The duty however does not require disclosure of matters:
Non Disclosure If the insured fails to comply with the duty of disclosure, the insurer may be entitled to reduce its liability under the contract in respect of a claim or may cancel the contract. If the non-disclosure is fraudulent, the insurer may also have the option of avoiding the contract from its beginning.
Goods and Services Tax If the insured is liable to pay goods and services tax (GST) in respect of any goods, services or other supply which are the subject of a claim under the policy the insurers will pay the insured for that GST liability. However:
Where the insurers make a payment under this policy for the acquisition of goods, services or other supply the insurers will reduce the amount of the payment by the amount of any input tax credit the insured is or will be or would have been entitled under the Goods and Services Tax Act 1999 in relation to that acquisition whether or not the acquisition is actually made.
Where the insurers make a payment under this policy as compensation for the acquisition of goods, services or other supply the insurers will reduce the amount of the payment by the amount of any input tax credit the insured would have been entitled to under the Goods and Services tax Act 1999 had the payment been applied to acquire such goods, services or supply.
Privacy The insurer collects personal information for the purpose of providing insurance products, services, processing and assessing claims. The insured can choose not to provide this information, however the insurer may not be able to process its requests.
The insurer may disclose information it holds about the insured to other insurers, an insurance reference service or as required by law. In the event of a claim, the insurer may disclose information to and /or collect additional information about the insured from investigators or legal advisors.
The insured may contact the insurer if it wishes to update or access the information the insurer holds about it or if it does not wish to receive any marketing material directly from the insurer (such as special offers and discounts).
Just a quick note of thanks to you and the staff at Dawson Moving for the excellent support and removal from Burra to Rochester. Everything arrived in good order. In particular Candy and I would like to thank Marty for an outstanding and professional job. His skills and advice are to be commended. Also the two teams assisting Marty did a great job.
All the best and we will certainly recommend Dawson Moving to anybody we know moving.
Thankyou to Dawsons for making our move from Melbourne to Leeton a very smooth move. Thanks to the drivers and workers all did a fantastic job thankyou.
I’m writing to compliment Dawson Moving & Storage (Canberra branch) about my very positive experience with the removalist staff that conducted my recent relocation from Queanbeyan to Barton.
From initial contact, the 2 removalists were friendly and went to great effort to affect the move quickly but with the upmost care. Because of their professional approach to the task, my move was completed quickly with no damage, nor any need of assistance from me, making this one of my easiest moves.
As agents representing Dawson, they certainly portrayed the company as professional, reputable and customer service focused. I commend the two gentlemen for their professionalism and superlative customer engagement, they are a credit to be associated with your company. Please pass on my appreciation to them.
I could not be more satisfied and will have no hesitation advising others of the exemplary service provided by the Dawson Moving & Storage.
A compliment to the staff and organisation of Dawson Moving and Storage Pty Ltd.
From the first contact we made for a quote, through to the final return of the boxes to the warehouse, our contact with them was a pleasure.
We could not fault the attention and advice that Kirily and Anne gave us in the office, and appreciated how good tempered they were when we asked the same questions over and over. We learned that if Kirily said we needed more boxes, just take her word for it!
On moving day, a terrible day of 38 degrees, Bob and his team arrived on time, packed, transported, unloaded and looked after our possessions as if they were their own.
I chose to return the cartons in spite of Dawson's offering to collect. All it took was a call to Kirily, and staff were made available to unload my vehicle.
Moving is stressful, but a good carrier makes it much less so.
I just want to thank you for your moving of my furniture on Tuesday. The chaps were so helpful and did a great job.
I would like to acknowledge the excellent service provided by your company for our move from Huntingdale to Rutherglen. We would like you to know the packers Mick and Helen were awesome. We have now unpacked everything and there were no breakages. It was very impressive the speed at which they packed, they were true professionals. Please pass on our thanks to them.
Gary and his removalists were also fantastic with the pickup and drop off. Everything was dropped off where it needed to go, even with the complexity of the garage not being next to the house. Gary was very easy to work with and made light work of the task. Again please pass on our thanks.
We would definitely recommend Dawson Moving & STorage to others. It was a great experience and great value for money.
This is just a short letter of appreciation for the professional manner we encountered from all your staff in our recent move from Kilsyth.
Special mention to the removalists, Brett, Tim, Daniel and Dan, nothing was a problem for them, especially placing things in rooms of our new home.
We have already given your details to friends in Melbourne who have a move in the near future and we will continue to do so when asked.
Thank you again.
Our experience with Dawson was great! The guys were on time, tried to work within the time allocations and yes, there were no breakages! Dawson really eased our move, I recommend them highly!
The two removalists who handled the pick up from Wanniassa were simply outstanding! They took pride in their appearance, communicated with us so well, and worked professionally around the home. They put a lot of thought into the packing of the container - it took them around 5 hours of careful packing. They deserve the highest praise for their efforts and we could not be any happier with the service provided. Nothing in the container was damaged and this in part was very much due to their careful packing.
At the other end, Winter Valley, Ballarat, the two removalists who emptied the container, turned up on time, and worked hard to bring all of the contents into and around the house.
I guess, the only blemish in the unloading was that the younger man appeared to be suffering terribly from the flu. He was not really that talkative, but he didn’t stop working either. We had labelled the boxes for the rooms, and made it clear where the rooms were, but many of these ended up in wrong places, which was really not much of a problem. Given that he did have the flu, this haphazardness was understandable, but unfortunately, 2 days later, I ended up with the same flu!
The team leader was courteous and thoughtful.
We are settling in to our new home well.
Thank you for your help. I am very glad for the job you have done. You are the best team! You have very good people. I will stay with you all the way.
We are now settling in very well to our new home and we are pleased to say that the move was completed in fantastic fashion by Rob, Jake and Colin.
There were no dramas on either day and we are completely satisfied with your company's efforts. Please thank the boys for us.
I would like to thank you for all your help with my move. Even though there was trouble with the settlement and eventually getting the keys, all went smoothly moving out and in. The two men were very helpful and cheerful!!
I will recommend your firm to anyone who is moving in the future. Thanks again!
We are pleased to say, overall, the quote process, pick up, transfer and delivery by Dawson was quite stress free. The crew at Canberra end accepted suggestions and blended these with their loading methods. We remarked that the unsaid co-ordination, steady work flow and general goodwill between them was commendable.
At delivery to Moe, the Melbourne crew also willingly accepted information from us as to how the loading was undertaken, helping them to unpack the container without damage to any item. And, manoeuvring quite a sizeable vehicle into the driveway (and out) without any wheel depressions in the footpath area was exceptional. The care with which furniture items were moved within the house area must also to be mentioned.
As remarked earlier, overall we are very satisfied with the Dawson experience.
Thanks again for helping us with the move. The boys did an excellent job, they were professional, efficient, and gentle. Very impressed and pleased with how smoothly everything went on the day!
We would like to take this opportunity to make you aware about our total satisfaction with your company as reflected purely by your front line workers, two young men, Blake & Brodie. Just to let you know it was a hectic time for us given the failure of our previous carrier and we were totally unsure of the service you could offer at short notice. Having said this we were totally overwhelmed by the effort the two young men put in both loading and unloading our furniture and household effects. They were both courteous, concerned and extremely careful. They were prompt, professional and fantastic ambassadors for your business. Again could you pass on our thanks to Blake & Brodie and we would not hesitate to recommend either your company or these young men as individual workers.
A quick note to thank you for organising the move so quickly and to say what a great crew who did the move for us was. They were very efficient and most of all patient with us and the move went very smoothly.
The move went very well no major problems accept a broken pot plant container. The men were very good and professional at both ends of the move, I would recommend Dawson’s without any problems.
I will definitely give feedback!! Incredibly impressed with the first half of our move - just the other half to go on Friday.
The guys that moved us were amazing and I was really impressed at their professionalism and communication.
It was a pleasure working with Dawson's given our various false starts, they came on the day, and without drama, picked up and set down our belongings, we would have no hesitation recommending them to others in need of a removalist. Many thanks
I just want to praise the excellent service we received from the two young men Damian and Darren (not sure if that is their correct names).
They were courteous, professional, efficient and nothing was too much effort. To be so young and so good at what they do is a asset to your company,I have nothing but praise for them and your company.
Please pass on my gratitude.
I wanted to thank Dawson's for the great job they did in our recent relocation to Tura Beach.
I would like you to again thank Damien & Chris on my behalf , they where a pleasure to work with and they certainly got the hard job done and nothing was a problem.
I will have no hesitation in recommending Dawson's to my friends based on our recent experience.
Just a brief note of thanks to the Dawson team for a great job in collecting, storing and delivering our furniture to Yarrawonga on Monday, Jan 30.
It was 41 degrees and Gary and Dave did a fantastic job in difficult circumstances for unpacking a Container.
I will call Glen later this week but please pass on our thanks to all at Dawson involved, including Brett on pickup in May last year, in the total relocation process.
We have now used Dawson for 3 moves and will continue to recommend your services.
Enjoy your week.
We cannot thank the Dawson's Team enough. The whole team were friendly, courteous, professional, reliable and efficient throughout the whole process.
The removalist team arrived on time with all packing materials as promised, and started straight away with a positive attitude. If there was anything that they were unsure about, they took the time to ask us before they packed it up.
It is refreshing to have a company provide clear communication and a service exactly as discussed from start to finish, with zero damage to belongings or property at either end.
We've moved dozens of times and moving with Dawson's was by far the best move experience we've had. Jason and his team in Canberra worked to fit everything in - wrapping all soft goods wonderfully and were so polite and professional throughout. They took their time to make what is always a stressful experience for me a really easy one.
The Melbourne duo were also incredibly polite and professional and helped me work out where best to put items for ease of unpacking. Best of all both teams had a sense of humour!
It was the best experience I have had with moving house! They were friendly and experienced and made the move great fun! I would highly recommend them to anyone moving house! Thanks Ray & the Daniel's!
This was the first time I have ever used a removalist. Wow was I impressed! Travis and his team had me packed and unpacked in just over two hours! So little stress, nothing was too much trouble and just an all round great group of guys!!! Thank you!
Relocation: Puckapunyal to Cranbourne, Follow up with the member indicates that this relocation went very well. They have advised that your team was most responsive and they would rate it as the best move they have had.
Thank you for a job well done.
It was a complete pleasure to deal with, work with, be guided by and ultimately have our entire move made 100% easier by the Dawson team. The admin team were great and the guys were a complete delight and reassurance of the phrase “hard working, reliable, caring and of great character” throughout the long long hours of their working with us they never once showed anything to be too much-and there was a lot they could have reacted to! Do please pass on my greatest thanks to the team as I will surely pass on your name as a certain First Class removalist.
Just an email to say thanks to your company for a quick and easy uplift from Canberra and delivery to our new home in Bemboka. We were especially impressed with our mover, whose professionalism and excellent organizational skills ensured ALL of our belongings were safely packed and delivered.
His friendly manner and efficiency made the whole move a lot easier for our whole family, especially our two young boys. Moving day was certainly a lot less stressful thanks to your staff. Once again, thank you, we will happily recommend you to friends and family.
My wife Jeannette and I want to express our appreciation for the courtesy and consideration extended to us in our recent removal from Hampton in Melbourne to Castlemaine in country Victoria. Your team put us at ease on their arrival by their friendly and relaxed manner, which set the tone for our working relationship with them throughout the day.
They worked swiftly but caringly which meant we were able to settle into our new surroundings well before dark with all our belongings intact. We will recommend your services to anyone contemplating a relocation.
We used your company last week to pack up and move our belongings after 45 years of living in one house, and we were absolutely thrilled with the service. The men were so cheerful and efficient, and nothing was too much trouble for them. We had been rather apprehensive about this move, but the whole operation was extremely smooth and professional, a great credit to your two employees. We hope not to move again(!!), but will have no trouble recommending your company to our family and friends.
We would just like to express our sincere thanks for the care and expertise shown to us by your removalists in moving us from Mornington to regional Victoria. We have utilised your company to move house for us four times now and have consistently been pleased with the efforts of your removalists. A very special thank you to the men for their fantastic level of service in unloading our massive home of furniture in such a hot and arduous conditions. You are very fortunate to have such capable guys and for whom nothing is too much trouble.