Terms of Business
This document details our service and our arrangements for dealing with your insurance. Please read it carefully and retain a copy for your records.
My Holiday Home Insurance, My Static Caravan Insurance and Park Home Assist Insurance Services are all trading names of Assist Insurance Services Limited.
Assist Insurance Services Limited are authorised and regulated by the Financial Conduct Authority. Our FCA Register number is 435530. Our permitted business is to arrange and advise on contracts of general insurance. You can check this on the Financial Services Register via www.fsa.gov.uk/register/home.do or by contacting the FCA on 0800 111 6768.
The service we will provide you with
We undertake to provide you with clear information regarding the services and products before you buy. We will advise and make a recommendation for you after we have assessed your demands and needs. Our advice will be confirmed in a demands & needs and suitability statement, giving reasons for our recommendation. In respect of any policies purchased via our website and any Legal Expenses, Motor Assistance, you will not receive advice or a recommendation from us and you will then need to make your own choice about how to proceed.
We will act on your behalf when sourcing a policy to meet your needs, however we are specialist scheme administrators acting on behalf of the insurer at all other times. Each product we offer is mainly dealt with by a single insurer who we have selected because of their commitment to service and competitive pricing.
The table below details which insurer underwrites each of our products and also which company is responsible for handling of claims:
|Product||Insurer||Claims Handled By|
|Holiday Property Insurance||Canopius Managing Agents Ltd at Lloyd’s||Canopius UK Speciality Ltd.|
|Caravan Insurance||Canopius Managing Agents Ltd at Lloyd’s||Canopius UK Speciality Ltd.|
|Park Home Insurance||Canopius Managing Agents Ltd at Lloyd’s||Canopius UK Speciality Ltd.|
|Private Motor Insurance||KGM Motor Insurance||Auto Accident Claims Ltd|
|Motorhome Insurance||KGM Motor Insurance||Auto Accident Claims Ltd|
|Marine Insurance||Canopius Managing Agents Ltd at Lloyd’s||Canopius UK Speciality Ltd.|
|Home Legal Expenses Insurance||Administered by Arc Legal Assistance Limited and underwritten by AmTrust Europe Limited||Arc Legal Assistance Ltd|
|Motor Legal Expenses
|DAS Legal Expenses Insurance Company Limited||DAS Legal Expenses Insurance Company Limited|
|DAS Legal Expenses Insurance Company Limited||DAS Legal Expenses Insurance Company Limited|
|Platinum Seal Park Home Structural Warranty Scheme||Assist Insurance Company Ltd||Assist Insurance Company Ltd|
Our service includes advising you on our insurance products, arranging your insurance cover in order to match your requirements and helping you with any ongoing changes.
Our Administration Charges
In addition to the premium charged by the insurers we will make the following charges to cover our administration costs for these specified activities:
For Caravan, Park Home, Holiday Property, Private Motor, Motorhome and Marine insurance.
Mid Term Cancellation Fee – Excludes Private Motor & Motorhome Insurance £10
In arranging insurance we receive a commission from the insurer. In addition there might be further remuneration based upon the amount and profitability of business placed with insurers and/or service providers over a specific period.
Your Right to Cancel
If within 14 days of either receiving your policy documentation, or the start of the period of insurance, you find that it does not meet your requirements you may cancel your policy by returning your documentation along with written instruction to Assist Insurance Services Ltd. Providing that no claim or incident likely to give rise to a claim has been submitted for;
Caravan, Park Home, Holiday Property, Marine Insurance we will refund the premium paid in full.
Private Motor and Motorhome Insurance a pro-rata charge will be made for the period of cover we have provided plus an administration fee of £25 excluding Insurance Premium Tax.
If you wish to cancel this policy after the first 14 days of receiving your policy or the start of the period of insurance and if there has been no claim or incident likely to give rise to a claim during the current period of insurance, we will calculate the appropriate premium for the period you have been insured and refund any balance due. In certain circumstances your insurer may repay part of your insurance premium(s) to us. Where the amount of refunded premium is less than £10 we reserve the right to retain this amount. If a claim has been submitted or there has been any incident likely to give rise to a claim during the current period of insurance no premium refund will be given. Full details of the cancellation rights and charges can be found in the policy wording.
Our aim is to ensure that all aspects of you insurance are dealt with promptly, efficiency and fairly. At all times we are committed to providing you with the highest standard and services. However, if you should wish to make a complaint about our services, we have a formal complaints procedure. In the first instance you should contact us either in writing, by phone, fax or via our email address. Please address your complaint to:
Claire Leech – Director
Assist Insurance Services Ltd
Newport Pagnell Road West
Tel: 01604 946 785
Fax: 01604 687 559
Wherever possible we will endeavour to resolve your complaint by close of business the next day. If this has not been possible we will acknowledge your complaint promptly, in writing, with details of the individual who will be handling the matter in our office, together with a copy of our full complaints procedure. Where your complaint is in relation to our activities as your agent in arranging the policy or the credit to pay your premium, we will investigate your complaint and aim to provide you with a final response within 8 weeks, following which you may be entitled to refer it to the Financial Ombudsman Service if you remain dissatisfied.
If your complaint relates to our activities on behalf of Underwriters, we will fully investigate your complaint and write to you within 2 weeks with our response, or keep you informed as to why this has not been possible. At that time, if you remain dissatisfied with the outcome of your complaint, you have the right to refer this matter to the Policyholder and Market Assistance team at Lloyd’s who will then conduct a full investigation of your complaint and provide you with a written final response within 8 weeks. Details of the Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at: www.Lloyd’s.com/complaints or from the address below:
Policyholder & Market Assistance, Market Services, Lloyd’s, One Lime Street, London EC3M 7HA
Telephone: +44 (0)207 327 5693
Fax: +44 (0)207 327 5225
If you remain dissatisfied after Lloyd’s has considered your complaint, you have a period of six months during which you may be entitled to refer it to the Financial Ombudsman Service.
The Financial Services Compensation Scheme
We are covered by the 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 circumstances of the claim. Insurance advising and arranging is covered for 90% of any claim, without any upper limit. For compulsory insurances e.g. motor insurance, advising and arranging insurance is covered for 100% of the claim, without an upper limit. Further information about compensation scheme arrangements is available from the Financial Services Compensation Scheme (FSCS).
We receive premiums as agents of the insurers. Therefore, once we have collected premiums for you, under the terms of our agreements with insurers, those premiums are treated as having been paid to the insurer.
How to make a claim
If you wish to report a claim or potential claim, please follow the instructions provided within your policy documentation, quoting your policy number or other reference given to you.
Disclosure of Information
You must take reasonable care to answer all questions honestly and to the best of your knowledge, and if you volunteer any other information, you must ensure that the information is not misleading.
If any information that you have provided to us changes before you take out your insurance, during the life of the policy or at renewal, you must inform us of the change.
If you deliberately, recklessly or carelessly misrepresent any information in relation to this insurance then your policy could be cancelled without refund, or treated as if it never existed, or your claim rejected or not fully paid.
All insurance policies contain Conditions and Conditions Precedent with which you must comply for cover to apply, and may also include Warranties which are very strict requirements that insurers have attached to your policy, based upon the risk details supplied. As such, failure to continually meet the terms of a policy Condition, Warranty, or Condition Precedent throughout the policy period could leave you without any insurance protection, and may give underwriters the right to void the policy in its entirety.
It is, therefore, vital that you read and understand the cover restrictions applicable to this insurance, which are contained in full within the policy document issued by your insurers, and notify us immediately if you cannot comply with them.
Your policy contains a number of technical terms, usually for reasons of precise meaning, which may not necessarily be easily understood. The British Insurance Brokers Association (BIBA) has produced a handy ‘jargon buster’ to explain the key words and phrases that you’ll find in insurance documents, and a copy is available from http://www.biba.org.uk/JargonBuster.aspx or by contacting us.
Awareness of Policy Terms
When a policy is issued, you are strongly advised to read it carefully as it is the document, the schedule and any certificate of insurance that is the basis of the insurance contract you have purchased.
Confidentiality and Data Protect Act
All personal information we receive about you will be treated as confidential and processed in accordance with legislation. We will only use and disclose the information we have about you in the normal course of arranging and administering your insurance and will not disclose any information to other parties without your consent, or where we are compelled to by law. In such instances personal information held by us may be disclosed to third parties on a confidential basis, and in accordance with the Data Protection Act 1998. Customers should be aware that insurers exchange information with each other through various databases to help check the information provided and also prevent fraudulent claims.
Calls may be recorded for our joint protection and for quality assurance and compliance monitoring.
Assist Insurance Services Ltd would like to contact you with details of other products and services that might be of interest to you and to share your information with other carefully selected companies whose products and services we feel might interest you. If you would prefer not to receive this information please contact our customer service line on 01604 946 785 or write to the Data Controller, Assist Insurance Services Ltd, Royal House, Queenswood, Newport Pagnell Road West, Northampton, Northampton, NN4 7JJ.
Other Taxes and Costs
Other taxes or costs, or both, may exist in relation to the products and services offered by us which are not paid, or imposed by us.
Important Information Relating to Renewal of Policies
Prior to the expiry of your policy we will endeavour to issue a renewal invite providing details of the cost and terms to renew your policy. In order to protect your interests relating to the risks/property you have insured, and in the event that we do not receive your instructions and payment prior to the date of renewal, we reserve the right (but shall have no obligation) to renew your policy and (in the case of direct debit/instalment payments) to continue to accept payment from you unless and until you specifically notify us or your insurance company in writing that you wish to cancel your policy. In circumstances where we have assumed (in the absence of instructions to the contrary) that renewal is required you may be liable to make payment to us and/or your insurance company.
Law Applicable to Contract
You and we are free to choose the law applicable to this policy. Your policy will be governed by the law of England and Wales unless you and we have agreed otherwise.
It is recognised that these terms of business are binding on both sides by the sending and receiving of this document. Your acceptance of these terms of business does not affect your normal legal rights.