ChoiceQuote Personal Insurance – Terms of Business

Thursday, 1st May, 2014

ChoiceQuote Personal Insurance is a trading style of Carole Nash Insurance Consultants Ltd registered in England and Wales No.764865580. Registered Office Address Trafalgar House, 110 Manchester Road, Altrincham, Cheshire WA14 1NU. Carole Nash Insurance Consultants Ltd is authorised and regulated by the Financial Services Authority. Carole Nash Insurance Consultants Ltd is regulated by the Ministry of Justice in respect of regulated claims management activities; its registration is recorded on this website: www.claimsregulation.gov.uk

Throughout this Terms of Business document, references to ‘we’, ‘us’ and ‘our’ are references to ChoiceQuote Personal Insurance. This section outlines important information of which you should be aware. If you are unsure about any aspect of our Terms of Business or have any questions regarding our relationship with you, please contact our Customer Services Team on 0800 458 4889 or at the above address.

By asking us to quote for and arrange or handle your insurances, you are providing your informed agreement to these Terms of Business. For your own benefit and protection, you should read these terms carefully. If you are unsure about any aspect of our Terms of Business or have any questions regarding our relationship with you, please contact us at the above address. All calls are recorded for training, monitoring and reviewing purposes

1. Regulation
We are authorised and regulated by the UK Financial Conduct Authority. Our FCA Register number is 307243.

Our permitted business is introducing, advising, arranging, dealing as agent and assisting in the administration and performance of general insurance contracts.

You may check this on the FCA’s register by visiting the FCA website, www.fca.org.uk/register/ or by contacting the FCA on 0300 500 0597

2. Our Service
We source and arrange products but do not offer advice or make recommendations when arranging insurance. However, we may ask some questions to narrow down the selection of products on which we will provide details. You will then need to make your own choice about how to proceed.

Brokered Products:
We select vehicle and house insurance products from a limited range of insurers on your behalf; you may ask us for a list of the insurers we deal with for these products. Please refer to your Policy Summary document for details of this insurer.

Other Products:
Where we offer Key Cover, Breakdown cover & Legal Protection policies we choose from one insurer for each product. Please refer to your Policy Summary document for details of these insurers.

All quotes offered will be valid for 30 days from the day you obtain the quotation.

3. Ownership
We are a wholly owned subsidiary of GUK Broking Services Limited, which is wholly owned by Groupama S.A.

4. Complaints
We aim to provide you with a high level of customer service at all times, but if you are not satisfied, please contact us:

By telephone: Claims related 0800 977 6893
Other complaint 0800 731 8509
In writing: Customer Relations Department
ChoiceQuote Personal Insurance
Trafalgar House
110 Manchester Road
Altrincham
Cheshire
WA14 1NU

When dealing with your complaint, we will follow our complaint handling procedures; a summary of these procedures is available on request. If you are not satisfied, you may be entitled to refer the matter to the Financial Ombudsman Service.

5. Compensation
We are covered by the UK Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.

Insurance advising and arranging is covered for 90% of the claim, without any upper limit.

For compulsory classes of insurance (such as Third Party Motor), insurance advising and arranging is covered for 100% of the claim, without any upper limit.

Further information about compensation scheme arrangements is available from the FSCS. You can contact the FSCS on 0207 741 4100 or by visiting www.fscs.org.uk.

6. Fees
In addition to premiums charged by your insurer, we will apply the following fees for arranging and administering your Brokered Products (see section 2, Our Service). These fees are non-refundable:

  • New Business – up to £75.00
  • Renewal – up to £75.00
  • Mid-term Changes – up to £50.00
  • Any request for additional documents – £15.00
  • Temporary Changes – £15.00
  • Credit card defaults and returned cheques – £12.00
  • Your Right to Cancel Motor and Household Insurance – £25.00 (this includes any charge made by your insurer)
  • Cancellation – £40.00
  • No refund will be offered in the event of a cancellation on an Key Cover, Breakdown cover or legal protection policy after your right to cancel period

You will receive a quotation which will tell you the total price to be paid and which identifies any fees, taxes and charges separately from the premium, before your insurance arrangements are concluded.

For each transaction paid by credit card, a 2% charge will be made.

7. Failure to Pay a Premium Instalment
If you fail to pay an instalment you will be given notice of cancellation, if payment is not made within the period of this notice, the policy will be cancelled and a ‘time on risk’ fee will be applied. If the policy is cancelled, you are required by law to return the Certificate of Motor Insurance to us. Please refer to the Cancellation section within your policy booklet. Please note in the event of payment being declined a fee will be charged in accordance with Section 6 of this Terms of Business.

8. Cancellation
Please refer to the Cancellation section within your policy booklet, and section 6 of this Terms Of Business document entitled ‘Fees’.

9. Handling Money
We act as agents of the insurer in collecting premiums and handling refunds due to clients, such monies are deemed to be held by the insurers with which your insurance is arranged.

We will retain your debit/credit card details for the purpose of automatic renewals and to pay or refund other premiums that may become due upon changes to the policy. If you do not want us to retain these details please contact our Customer Services Team on 0800 458 4889.

10. Data Protection
We will process any personal information we obtain in the course of providing our services to you in accordance with the Data Protection Act 1998. In administering your insurances it will be necessary for us to pass such information to insurers and other product or service providers which may also provide us with business and compliance support. We may also disclose details to relevant parties, as necessary, to comply with regulatory or legal requirements.

We may contact you or pass your details to other companies associated with us in order to promote products or services which may be of interest to you. You may be contacted for the purpose of marketing the goods or services of the business, by telephone, email, letter or SMS text message. We will not otherwise use or disclose the personal information we hold without your consent. Some of the details you may be asked to give us, such as information about offences or medical conditions, are defined by the Act as sensitive personal data. By giving us such information, you signify your consent to its being processed by us in arranging and administering your insurances.

Subject to certain exceptions, you will be entitled to have access to your personal and sensitive personal data for which you will be charged a fee of £6. If at any time you wish us, or any company associated with us, to cease processing any of the personal data or sensitive personal data we hold, or to cease contacting you about products and services, please write to the Compliance Officer, Customer Relations Department at the address shown above.

11. Disclosure of Funding, Fee Sharing and Referral Arrangement Rules
Rule 9 of the Solicitors’ Code of Conduct 2007 (including Solicitors Recognised Bodies Regulations 2007), requires us to notify you that we appoint a panel of legal firms to provide legal services to us and our policyholders. As a result, a panel member firm makes payment to us The panel membership fee is based on the estimated number of cases, and is likely to increase if the number of cases the panel solicitor receives increases. Panel firms, in addition, may waive all or part of the costs of legal services provided to us and our policyholders. These terms are reviewed by ourselves and our panel periodically. If you require further information please contact us on 0800 458 4889.

12. Conflicts of Interest
Occasions can arise where we or one of our associated companies, clients or product providers may have a potential conflict of interest with business being transacted with you. If this happens, and we become aware that a potential conflict exists, we will write to you and obtain your consent before we carry out your instructions, and we will detail the steps we will take to ensure fair treatment.

13. How to Claim
Please see the relevant section of your policy document regarding how to make a claim. The procedures outlined within that section form an integral part of our terms of business. In addition, you should be aware that you, or any other person claiming indemnity under your policy, must send any writ, summons or other correspondence to us immediately, unanswered. In the event of a theft, attempted theft, or malicious damage, you are also required under the terms of your insurance to notify the Police immediately. In the event of a claim being made on your policy, your annual premium must be paid in full.

14. Renewing your Policy
For your protection shortly before renewal, we will send you a renewal invitation containing information on the premium due and the details we hold. It is important that you check your details are accurate and you inform us of any changes in your circumstances.

To ensure that we continue to offer a policy that is suitable for you we may recommend an alternative insurer at renewal. If you are happy with your quote to renew with the insurer recommended, there may be nothing further for you to arrange and your card may be automatically debited for your renewal. Further details of whether or not your policy will be automatically renewed will be confirmed on your renewal invite.

If you do not wish us to renew your policy automatically, please inform us at any time up to 7 days before your renewal date. If we do not hear from you to the contrary, we will take this as your authority to accept, and will accept on your behalf the policy offered. Please note that if we confirm your policy will not be auto-renewed, cover will cease on your renewal date unless you contact us beforehand to make a payment We will retain your debit/credit card details for the purpose of automatic renewals and to pay or refund other premiums that may become due upon changes to the policy. If you do not want us to retain these details please contact our Customer Services Team on 0800 458 4889.

15. Fraudulent and False Claims
If you knowingly make a claim that is false or fraudulent in any way, your policy will become void and no payment will be made against the claim.

16. No Claims Bonus
If you have informed us that you are entitled to No Claims Bonus but this is not validated by yourself with the relevant proof, your policy may be subject to an additional premium, it may be cancelled or be made null and void from the inception date of your policy.

17. Reasonable Precaution
You must take all reasonable steps to keep all property insured through us in a safe condition and to protect it from damage, including fire, theft or attempted theft, malicious damage and someone taking it without your permission. You must also make sure you satisfy all the legal requirements relating to your property and its ownership.

18. Geographical Limits
Unless we have otherwise agreed in writing, your motor policy applies only within the following territorial limits, or when you are travelling by sea or rail, including loading and unloading between:

  • Great Britain, Northern Ireland, the Isle of Man and the Channel Islands
  • All members of the European Community
  • Non-EU countries detailed on the reverse of your Certificate of Motor Insurance

Your motor policy will also give any person covered under your policy the compulsory minimum insurance needed by:

  • A country which the European Community Commission is satisfied meets the rules of Article 7(2) of the EC Directive on Insurance of Civil Liabilities covering the use of motor vehicles (number 72/166/CEE)