Terms & Conditions

PUGGERS FINANCIAL GROUP, LLC
Master Policy Document • Version 11.3.2 • Effective Date: January 1, 2026
Last Revised: March 15, 2026 (Season 2 Amendments)
Document Reference: PFG-TOS-2026-Q1-R3

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Section 1. Definitions

For the purposes of this agreement, the following terms shall have the meanings ascribed to them below:

1. "Policyholder" — The individual or guild (hereinafter "the Insured") who has purchased a valid PuggersInsurance coverage plan and maintains current premium payments.
2. "PUG" (Pick-Up Group) — A group of two (2) or more players, of whom at least one (1) is not personally known to the Policyholder, assembled via the Group Finder tool, Trade Chat, or other matchmaking mechanism for the purpose of completing instanced PvE or PvP content.
3. "Keystone" or "Key" — A Mythic Keystone as defined by the current World of Warcraft game systems, used to initiate a timed Mythic+ dungeon instance.
4. "Depletion" — The failure to complete a Mythic+ dungeon within the allotted timer, resulting in the keystone's level being reduced by one (1) increment.
5. "Ninja Looting" — The act of acquiring loot through the in-game loot system in a manner inconsistent with the group's stated or implied loot distribution rules, community norms, or common decency.
6. "Healer Disconnect" — Any event in which the group's designated healer becomes unavailable, whether through genuine technical failure, voluntary departure, or "going to get a snack at the worst possible time."
7. "Business Dungeon" — A unit of processing time equivalent to approximately thirty (30) to forty-five (45) minutes, used for claims processing timelines. Business Dungeons do not accrue during scheduled weekly maintenance or Acts of Blizzard (see Section 7).
8. "Raider.IO Score" — A numerical representation of a player's Mythic+ experience and performance, as calculated by the third-party service Raider.IO. PuggersInsurance recognizes Raider.IO scores as a valid underwriting metric.
9. "The Great Vault" — The weekly reward cache, the contents of which are NOT covered under any PuggersInsurance policy. You get what you get.

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Section 2. Eligibility Requirements

To be eligible for coverage under a PuggersInsurance policy, the applicant must:

1. Maintain an active World of Warcraft subscription (or active Game Time token).
2. Have a character of maximum level on the realm for which coverage is sought.
3. Possess a minimum Raider.IO score of 100 (waived for Bronze plan applicants). This is not elitism — it's actuarial science.
4. Not be currently under investigation for insurance fraud by PuggersInsurance or any affiliated entity.
5. Not have been permanently banned from World of Warcraft. Temporary suspensions (including "that one time I got a 3-day for name") do not affect eligibility.
6. Agree to provide combat log data upon request for claims verification purposes.

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Section 3. Coverage Scope & Limitations

3.1 General Coverage

PuggersInsurance policies provide coverage for financial losses, key depletion, loot loss, and emotional distress incurred during PUG group activities as specified in the Policyholder's selected plan tier (Bronze, Gold, or Mythic).

3.2 Coverage Territory

Coverage applies to all realms within the Policyholder's selected region (US, EU, OCE, KR, or TW). Cross-region play is covered only if the Policyholder has purchased the "All-Region Rider" add-on ($3.99/mo).

3.3 Coverage Period

Coverage is active from the moment a keystone is inserted into a Mythic+ Font of Power until the dungeon instance is completed or abandoned. Coverage for Raid Night Bundle policies extends from the first pull to the final boss kill or raid disbandment, whichever comes first.

3.4 Maximum Payout Per Incident

• Bronze Plan: $50.00 per incident, $150.00 per month
• Gold Plan: $200.00 per incident, $800.00 per month
• Mythic Plan: $500.00 per incident, $2,500.00 per month

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Section 4. Claims Process

All claims must be filed within two (2) weekly resets of the incident date. Claims filed after this window will be denied unless the Policyholder can demonstrate "extenuating circumstances" such as:

• The Policyholder was so traumatized by the event that they were unable to log in for the intervening period.
• The Policyholder's realm experienced extended maintenance that prevented timely filing.
• The Policyholder was busy re-rolling a new main because the old one was "clearly cursed."

Evidence requirements are detailed on the Claims Process page. PuggersInsurance reserves the right to verify all submitted evidence through the Raider.IO API, Warcraft Logs, and direct character armory inspection.

Important: Submission of fabricated combat logs, doctored screenshots, or AI-generated evidence constitutes fraud under Section 9 and will result in immediate policy termination, forfeiture of all pending claims, and a strongly-worded letter sent to your guild master.

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Section 5. Premium Calculation & Payment

5.1 Rate Determination

Premiums are calculated using our proprietary risk assessment algorithm, which considers: key level, group composition, time of day, day of week, dungeon selection, and the Policyholder's personal claims history. Full actuarial methodology is available on our Risk Assessment Tables page.

5.2 Payment Methods

Premiums may be paid via:

• USD (credit card, debit card, PayPal)
• Gold equivalent (based on current WoW Token exchange rate at time of payment)
• WoW Tokens (direct transfer, 1 token = approximately 2 months of Bronze coverage)

5.3 Rate Adjustments

PuggersInsurance reserves the right to adjust premiums at the start of each Mythic+ season based on updated actuarial data. Policyholders will be notified via in-game mail at least one (1) weekly reset before any rate change takes effect. Rate increases exceeding 50% require the Policyholder's written consent (a /signed emote in the presence of a PuggersInsurance agent is acceptable).

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Section 6. Pre-Existing Conditions

The following are considered "pre-existing conditions" and are NOT covered under any PuggersInsurance policy:

1. Already-depleted keystones. If your key was depleted prior to the start of the coverage period, that depletion is not retroactively covered. Nice try.
2. Known problem players. If you knowingly invite a player with a documented history of griefing, leaving keys, or ninja looting (as evidenced by a Raider.IO note or community blacklist), any resulting losses are not covered. Due diligence is the Policyholder's responsibility.
3. Chronic underperformance. If the Policyholder's own DPS, HPS, or damage taken metrics fall below the 10th percentile for their item level and key level bracket (as determined by Warcraft Logs), the claim may be classified as "self-inflicted" and denied.
4. Talent misconfigurations. Running a PvP talent build in a Mythic+ key is not covered. Running Sephuz's Secret in 2026 is not covered. Our adjusters check talents.
5. Crafted gear without embellishments. If your item level is inflated by empty crafted gear, our underwriters will recalculate your effective item level for coverage purposes.

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Section 7. Exclusions — Acts of Blizzard

7.1 Acts of Blizzard — General Exclusion

PuggersInsurance defines an "Act of Blizzard" as any event caused directly or indirectly by Blizzard Entertainment, its employees, servers, code, or decisions, that results in loss to the Policyholder. Acts of Blizzard are inherently unpredictable, unpreventable, and often inexplicable. They are excluded from coverage because, frankly, even our actuaries can't model Blizzard's decision-making.

Acts of Blizzard include, but are not limited to:

1. Server crashes. If Blizzard's servers crash during your key, that's between you and Blizzard. We cannot insure against infrastructure we do not control, no matter how many years it's been since they upgraded it.
2. Hotfixes deployed mid-dungeon. If Blizzard deploys a hotfix that changes boss mechanics, damage values, or dungeon scaling while you are actively inside a keystone, any resulting depletion is an Act of Blizzard. This includes the notorious "stealth nerf that wasn't in the patch notes" scenario.
3. Surprise nerfs to your class/spec. If Blizzard reduces your spec's damage by 15% on a Tuesday and your key depletes because you can no longer meet the DPS check, that is an Act of Blizzard. We sympathize. We really do. But we can't cover it.
4. Surprise buffs to dungeon enemies. If trash that was dying in 8 seconds yesterday now takes 20 seconds, and this causes your key to deplete, that's Blizzard's doing, not ours.
5. Instance server lag. Lag spikes, "World Server is Down" messages, and rubber-banding caused by Blizzard's server infrastructure are Acts of Blizzard. If every player in the group experiences simultaneous 2000ms latency, no claim will be honored.
6. Unannounced maintenance extensions. If your key is interrupted by unscheduled maintenance, the loss is excluded. Scheduled maintenance that runs long is also excluded. Blizzard's concept of "approximately 2 hours" is well-documented.
7. Bugs introduced by patches. If a boss becomes unkillable due to a bug introduced in a patch, this is an Act of Blizzard. Filing a bug report with Blizzard is recommended but historically futile.

7.2 Force Majeure — Expansion Events

The following large-scale events constitute "force majeure" under PuggersInsurance policy and suspend all coverage for their duration:

1. Expansion launch days. Coverage is suspended for seventy-two (72) hours following the launch of any new World of Warcraft expansion. The chaos is uninsurable.
2. Major patch days. Coverage is suspended for forty-eight (48) hours following the deployment of any major content patch (X.X.0 patches). Minor patches (X.X.5) trigger a twenty-four (24) hour suspension.
3. Season transitions. Coverage is suspended during the first weekly reset of any new Mythic+ season while our actuaries recalibrate risk tables for the new dungeon pool.
4. Pre-patch events. The pre-patch period between the announcement and launch of a new expansion is considered a state of permanent force majeure. Coverage remains technically active but claims are evaluated on a case-by-case basis with a 90% denial rate.
5. World events with server instability. Including but not limited to: Corrupted Blood incidents (historical precedent), world boss spawns that crash the server, and that thing where everyone goes to Goldshire on a full RP server.

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Section 8. Exclusions — Policyholder Misconduct

The following actions by the Policyholder constitute "intentional misconduct" and void coverage for the associated incident:

1. Intentionally pulling extra packs. If the Policyholder (as tank or DPS) deliberately pulls additional enemy packs beyond what the group's designated route requires, any resulting wipe or depletion is excluded. "I thought we could handle it" is not a defense.
2. Ignoring mechanics on purpose. Deliberately standing in fire, refusing to interrupt assigned kicks, or ignoring boss mechanics because "the healer can handle it" voids coverage.
3. Queueing as a role you cannot perform. If you queue as a tank in DPS gear and spec, or as a healer with no healing spells on your bars, coverage is voided and your policy may be terminated.
4. Griefing or trolling. Using abilities to intentionally hinder the group (e.g., Misdirecting to the healer, Life Gripping people off cliffs, using Mass Grip on patrol packs) voids all coverage.
5. Playing under the influence. While we cannot verify sobriety, claims filed for incidents occurring after 2:00 AM on Friday or Saturday where the Policyholder's performance metrics show a >40% decline from their seasonal average may be flagged for "impaired play" review.
6. Leaving your own key. If the Policyholder abandons their own keystone, all coverage for that instance is voided. You broke your own key. That's not insurance — that's regret.

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Section 9. Fraud & Abuse

Insurance fraud is a serious offense. PuggersInsurance employs a dedicated Fraud Investigation Unit (FIU) staffed by former Mythic raiders with "trust issues" who specialize in identifying fraudulent claims.

The following constitute fraud:

• Submitting claims for incidents that did not occur.
• Fabricating or altering combat log evidence.
• Intentionally depleting keys to file claims ("insurance farming").
• Colluding with other players to stage ninja looting incidents.
• Filing claims on behalf of characters you do not own.
• Using AI-generated screenshots as evidence. (Yes, we can tell. Our FIU has seen things.)

Penalties for fraud include: immediate policy termination, forfeiture of all pending claims, permanent ban from PuggersInsurance services, and publication of the offender's character name on our Wall of Shame (visible in all PuggersInsurance offices in Stormwind and Orgrimmar).

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Section 10. Dispute Resolution

In the event of a dispute between the Policyholder and PuggersInsurance regarding a claim decision:

1. Level 1 — Internal Appeal: The Policyholder may file a written appeal within two (2) weekly resets. Appeals are reviewed by a Senior Claims Adjuster (minimum 3,500 IO).
2. Level 2 — Mediation: If the appeal is denied, the dispute may be escalated to mediation before a neutral third party. The mediator shall be a retired Mythic raid leader with no active ties to either party's guild or server community.
3. Level 3 — Binding Arbitration: Final disputes shall be resolved by binding arbitration conducted in the Stormwind Court of Justice (Alliance policyholders) or the Orgrimmar Hall of Arbitration (Horde policyholders). Pandaren policyholders may choose either venue. Dracthyr: it's complicated.

Under no circumstances shall disputes be resolved via duel, arena match, or "1v1 me bro" challenges, regardless of either party's PvP rating.

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Section 11. Limitation of Liability

PuggersInsurance's total liability under any policy shall not exceed the aggregate premium paid by the Policyholder during the current coverage term. Under no circumstances shall PuggersInsurance be liable for:

• Loss of in-game ranking or rating beyond the specific incident covered.
• Damage to the Policyholder's real-world property (e.g., keyboards thrown, monitors punched, headsets snapped in half after a depleted key).
• Loss of friendships resulting from PUG disputes.
• Existential dread induced by the realization that you've spent $40/month insuring a video game activity.
• Opportunity costs (e.g., "I could have been doing world quests instead").
• Great Vault rewards. The Vault gives what the Vault gives. We don't question the Vault.

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Section 12. Privacy Policy

PuggersInsurance collects and processes the following data for underwriting and claims purposes:

• Character name, realm, faction, class, spec, and item level.
• Raider.IO score and run history (accessed via public API).
• Warcraft Logs data (public logs only, unless Policyholder grants private log access).
• Claims history and associated evidence submissions.
• Payment information (processed by third-party payment provider; PuggersInsurance does not store full payment card data).

PuggersInsurance will not sell your data to gold sellers, boost advertisers, or that guy who keeps whispering you "WTS M+ BOOST CHEAP." Your data is used exclusively for insurance purposes and the occasional internal "worst PUG of the week" competition among our adjusters (all identifying information is anonymized).

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Section 13. Cookie Policy

PuggersInsurance.com uses cookies. Not the kind from the Pilgrim's Bounty event — actual browser cookies. These cookies are used to:

• Remember your login session (like a Soulstone, but for your browser).
• Store your premium calculator inputs (so you don't have to re-enter your shameful group comp every time).
• Analytics cookies to understand how users navigate our site (we promise we're not tracking your /played time).

By using PuggersInsurance.com, you consent to our use of cookies. To opt out, simply clear your browser cookies. Or, if you're a Mage, just Blink away — we can't track Blink.

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Section 14. Governing Law & Jurisdiction

This agreement shall be governed by and construed in accordance with the laws of the Kingdom of Stormwind and the Horde War Council, as applicable to the Policyholder's faction. For disputes involving cross-faction PUGs (enabled since Patch 9.2.5), jurisdiction shall be determined by the faction of the key holder.

Notwithstanding the foregoing, all parties acknowledge that Blizzard Entertainment's End User License Agreement supersedes this agreement in all respects, and that technically none of us own anything in this game anyway.

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