Terms and Conditions

Status

Crowthorne Insurance Services Limited are Independent Brokers Who act as your agent, we accept responsibility for the advice given and for arranging your insurance. We use facilities provided by certain insurance companies, Lloyd's syndicates and occasionally a specialist/independent intermediary. You will be advised accordingly. We are regulated by the financial Services authority. Our services include arranging your Insurance for motor, household, commercial and travel in Accordance with your requirements and assisting you with ongoing changes you have to make.

Any payment we receive from you will be held by us in a Non Statutory Client Trust Bank Account held with Barclays. In some cases the payment we receive will be held on behalf of the provider with whom we arrange your policy as their agent. This means that any payment you make to us will be regarded as having been paid to the provider. This is known as risk transfer.

By operating a Non Statutory Trust Crowthorne Insurance Services Ltd is permitted to, and may use such monies to cross fund clients premiums and claims

CHANGES FOR MID-TERM ADJUSTMENTS, ALTERATIONS AND POLICY CANCELLATIONS

All policy adjustments, alterations, cancellations and Requests for duplicate documents or additional cover Notes will incur a minimum administration charge of £10. This is in addition to any other charges imposed by the underwriters. Where a policy adjustment, alteration or cancellation generates a return premium our Commission will be withheld. All documents will be dispatched by post at the risk to the insured. Please note that In the event of a policy being cancelled, no return premium is Due if a claim is pending.

YOUR RIGHT TO CANCEL

All new business and renewal premiums are quoted for on the basis that the policy will run for its full term. You have the right to cancel any insurance you buy giving written notice within 14 days from inception. If you do exercise this right to cancel your insurance, you will be charged by the insurers for the service provided up to the Point of cancellation. Crowthorne insurance services limited will also make a cancellation charge of £25. You have the right to cancel the policy at any time during the policy term, Insurer's short period rates may apply. We retain our Commission on any return premium and apply a cancellation Charge of £25. You are advised to seek our advice before deciding to cancel any policy.

INSTALLMENT CHARGES

Any premium being paid by instalments using our own Short term credit arrangements will be subject to a Minimum charge of £10. Full details are available on request. N.B. In the event of a claim being made on the policy, any Instalments outstanding become immediately due. For all other instalment schemes, please refer to our office for the Terms and conditions.

PAYMENT OF PREMIUMS, FEES AND SERVICE CHARGES

Failure to pay any premium due will result in us placing the debt with our debt collectors and bailiffs who are Daniels Silverman Ltd, whose charges will be added to your account.

DATA PROTECTION ACT

Please note that we exchange information with insurers through various databases to help us check information provided and also to prevent fraudulent claims. We should also tell you that all insurers supply details of motor Insurance policies to a database, to which the police and other insurers have access. This helps detect people who break the law by not taking out insurance and insurers to Pursue claims following accidents.

To make sure you get our best deal and to ascertain the most appropriate payment option for you and to protect you from fraud, we use public and personal data from a variety of sources, including a credit reference agency and other organisations. Our search will appear on your credit report whether or not you application proceeds. By continuing you agree to these uses of your information.

RECORDED TELEPHONE CONVERSATIONS

For security and training purposes your call may be recorded and will also be used as proof of the details you have given us To accept your insurance and to process any claim.

UNINSURED LOSS AND LEGAL EXPENSES COVER

These policies run concurrently with the main policy and cannot be cancelled; therefore no refund of premium is possible.

COMPLETION OF PROPOSAL FORMS

re signing any proposal form for a new policy, a change of insurers or renewal of an existing policy or any adjustment to an existing policy, please ensure that all answers given are accurate and complete. This is especially important if the form has not been completed by you, or is a computer generated. Please read carefully the insurer's declaration on the proposal form. Ensure that you understand it completely and you agree to abide by its terms and conditions before signing. Remember all insurers reserve the right to refuse to pay any claim, or impose additional terms if inaccurate or incomplete information is given, or if all relevant information is not supplied. If you are in any doubt as to what constitutes a relevant fact, please ask us for advice. The duty of disclosure continues for the whole period of the policy

CLAIMS PROCEDURE

In the unfortunate event that you have to make a motoring insurance claim you should contact Crowthorne Claims on 0845 194 9232. For other claims you should call the insurers helpline or this office for advice.

POLICY DOCUMENTS, CERTIFICATES OF INSURANCE AND POLICY SCHEDULES

On receipt of any of the above please read and checks carefully every document. If any of the details are incorrect or not suitable for your needs please let us know immediately. Failure to do this could mean that your cover is insufficient or incomplete and a claim will not be successfully met.

COMPLAINTS

It is our intention to provide you with a high level of customer service at all times. However if you feel you have cause to be unhappy in any way with your insurance cover, please contact our complaints Manager in writing. We will acknowledge your complaint within 5 business days and tell you the name of the person dealing with it. We will also advise when we would hope to respond if we cannot resolve the matter immediately. If we are not able to resolve the matter immediately we will provide you with a written response within 20 business days of receipt of the complaint unless the matter is sufficiently complicated to warrant longer investigation or if it requires review of information from a third party, in which case you will be advised. If we are unable to respond within 20 business days you will be advised of the reason why, and provided with an expected timescale to receive our final response. If you are unhappy with the outcome following internal investigation and referral to your insurer you may refer your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Tel: 0845 080 1800
Fax: 0207 7964 1001

E-Mail: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk