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Terms of Business

Below is our Terms of Business as of 01/12/2008 (an up to date version will be available on request but we will try to update this page in the event of any changes in our terms).

TERMS OF BUSINESS

ABOUT US - We are Ashburnham Insurance Services Limited of 80 London Road, Southend-on-Sea, Essex, SS1 1PG and are authorised and regulated by the Financial Services Authority (FSA) to sell general insurance products. Our FSA registration number is 300777 and you can check this on the FSA's register by visiting FSA's website www.fsa.gov.uk/register or by contacting the FSA on 0845 606 1234. In arranging an annual insurance for our customers we act as an independent intermediary and act on your behalf when arranging your insurance. Our services include advising you on your insurance needs, arranging your insurance cover with Insurers to meet your requirements, and helping you with ongoing changes you have to make. We offer a range of general insurance products and have access to a number of Insurers with whom we place your insurance. Details will be provided when we discuss your individual requirements.

YOUR DUTY OF DISCLOSURE - It is important that you understand that any information, statements or answers made by you to us, or your Insurer, are your responsibility and must be correct. Any failure to disclose facts material to the Insurer or any inaccuracies in your answers may invalidate your insurance cover in part or in whole. Facts material to the insurance are matters or information which may influence your Insurer as to the acceptability or otherwise of your Proposal or Renewal and must be disclosed immediately. You are advised to keep copies of documentation sent or received from us for your own protection. Please do consult us if you are in doubt on any aspect. The disclosure of information not only applies at commencement and renewal of your policy, but also at anytime during the period of insurance. When a policy is issued, you are strongly advised to read it carefully, as it is this document, the schedule and any certificate of insurance, that is the basis of the insurance contract you purchase. If you are in doubt over any of the policy terms and conditions, please seek our advice promptly.

HOW TO CANCEL – You may have a statutory right to cancel this policy within a short period. Please refer to your Policy Summary of your Policy Document for further details. If you cancel you will receive a pro rata refund of premium from the Insurer. Insurers are also entitled to make an administrative charge. We may also keep an amount that reflects the administrative costs of arranging and cancelling the policy. If you wish to cancel outside this period you may not receive a pro rata return of premium. We may also keep an amount that reflects the administrative costs of arranging and cancelling the policy (see tariff of charges).

PROTECTING YOUR INFORMATION – All personal information about you will be treated as private and confidential (even when you are no longer a customer), except where the disclosure is made at your request or with your consent in relation to administering your insurance, and except where the law requires. Some or all of the information you supply to us in connection with your insurance proposal may be passed to insurance and other companies for underwriting, claims and premium collection purposes. Your data will be held in accordance with the Data Protection Act 1998, under which you have the right of access to see personal information about you that is held in our records, whether electronically or manually. If you have any queries please write to John Massey or Tony Fassenfelt at the above address.

HOW TO CLAIM - Please refer to your policy summary or your policy document if you need to notify a claim. You should contact the insurer direct as soon as possible using the contact details provided. If in doubt about whom you should contact, please contact us on 01702 347400.

FEES & CHARGES - We reserve the right to make charges, in addition to any insurance premiums for arranging, amending, renewing and cancelling any policy of insurance. The fees for mid-term adjustments and renewals would normally be £15.00 and mid-term cancellations 20% (min. £15.00). Details of the charges will be declared in all correspondence relating to these matters.

PROTECTING YOUR MONEY - Prior to your premium being forwarded to the insurer, and for your protection, we either hold your money as an agent of the insurer (in which case your policy is treated as paid for), or we hold it in a client bank account on trust for you. We may transfer your money to another intermediary in some cases. However your money will be protected at all times because of the requirements of the FSA rules. We also reserve the right to retain interest earned on this account. By accepting this Terms of Business document, you are giving your consent for us to operate in this way.

COMPLAINTS - It is our intention to provide you with a high level of customer service at all times. If there are occasions when we do not meet your standards, please contact either John Massey or Tony Fassenfelt either verbally or in writing, who will take details of your concerns. We will acknowledge in writing, advising you who is dealing with your concerns and attempt to address your concerns within 5 working days. If our investigations take longer, we will provide a full response within twenty working days or explain our position and provide timescales for a full response. If we cannot satisfy your complaint you may be entitled to refer it to the Financial Ombudsman Services.

COMPENSATION ARRANGEMENTS - 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 the circumstances of the claim. Insurance advising and arranging is covered for the first £2,000 and 90% of the remainder of the claim without an upper limit. Further information about the compensation scheme is available from the FSCS.

We will give you enough information and help so you can make an informed decision before you make a final commitment to buy your insurance policy. However you will have 14 days to change your mind and cancel the contract from the date you receive the policy documentation (NB. this only applies to the FSA's definition of consumers).

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