Home Insurance Terms of Business Agreement

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1 Home Insurance Terms of Business Agreement Who regulates us? Kwik Fit Insurance Services ( KFIS, we, us, our ) is a trading name of Ageas Retail Limited. Ageas Retail Limited is authorised and regulated by the Financial Conduct Authority (FCA register number ), and is authorised to arrange general insurance. You can check this on the FCA s Register at or by calling them on How to contact us: Customer Services: By phone Home Insurance Claims: Please call the number shown on your policy schedule By phone Home Emergency Claims: (lines open 24 hours a day) Note: This service is only available if you purchased Home Emergency Cover check your sale letter from us if unsure. By By web: By post: Kwik Fit Insurance Services, 1 Masterton Way, Tannochside Business Park, Glasgow, G71 5PU For the servicing and administration of your policy, you will deal with us directly. If you make a claim on your policy, you will deal directly with the insurance company. Ownership Kwik Fit Insurance Services is a trading name of Ageas Retail Limited. Ageas Retail Limited is owned by Ageas (UK) Limited, and is a sister company to Ageas Insurance Limited. Which Insurance companies do we deal with? We provide car insurance products from a limited range of insurers, including Ageas Insurance Limited. We also provide a number of optional extra policies each from a single insurer as detailed below: We only offer products from a single insurer (Ageas Insurance Limited) for: Personal Accident Gadget Cover Garden Cover We only offer products from a single insurer for; Key Cover (Inter Partner Assistance SA) Legal Expenses Cover (Inter Partner Assistance SA) Home Emergency Cover (Ageas Insurance Limited) Home Excess Protection (AmTrust International Underwriters Limited) Which service will we provide you with? Our service includes: arranging your insurance and processing any required changes that you wish to make to your policy. You will not receive advice or a recommendation from us. We will ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed.

2 What will you have to pay for our services? Our fees are in addition to any charge made by the insurer, and are listed below Any change to the information shown on your Statement of Insurance 30 Duplicate documents 15 Cancellation within the first 14 days 30 Cancellation after the first 14 days 30 All fees once charged are non refundable. If we decide to allow a discount because you were thinking about cancelling, the discount will be withdrawn if the policy is cancelled at a later date. If you pay your insurance by instalments, a finance arrangement fee of 35 will apply. The interest charge will be disclosed before you buy, and will be confirmed in writing afterwards. A late payment fee of 20 will apply if you fail to make an instalment payment on time. We will re-attempt to take any missed instalment 7 days after the due date. If this attempt is unsuccessful we will apply a further 20 late payment fee. If there is an unpaid balance on your policy after it is cancelled, we may pass your account onto a debt collection company. This may result in you incurring further costs, which you will be notified of in advance. If you pay by instalments, your current rate of interest will be charged to any fees and charges added to your repayment plan. Minimum refunds We will not refund where the amount is 5.00 or less. Important Information Please take care to answer all questions honestly and to the best of your knowledge. If you don t, your policy may be cancelled, treated as if it never existed or your claim rejected or not fully paid. You must tell us about any changes to your circumstances. In particular you must call us before you change your car or if you move address. For other examples of changes you should tell us about, please see your policy document. Note: You should keep a record (including copies of letters) of any information supplied to us or that we supply to you. You should check that any documents we supply are accurate and contact us if there are any errors. If you have any questions about your policy or if you do not understand any part of it, please contact us. All insurance premiums quoted by us will include Insurance Premium Tax at the current rate, details of which can be obtained from Cooling off period & your right to cancel You have the right to cancel your policy at any time. If your policy is cancelled within 14 days (known as the Cooling Off period) of receiving your documents, your insurer will make a proportionate charge for the time you have been on cover. KFIS will also charge 30 to cover the administration of your policy. If your policy is cancelled after the 14 day period, your insurer will make a proportionate charge for the time you have been on cover. We will charge 30 to cover our administration costs. If your policy is cancelled and there has been a claim under it (whether within or after the first 14 days), there will not be any premium refunded to you and the full annual premium will be charged. We have the right to cancel your policy at any time by giving you seven days notice in writing, where there is a valid reason for doing so. We will send written notice to your last known address before your policy is cancelled. This will be sent by standard post delivery service. Valid reasons may include but not be limited to: Where we have been unable to collect a premium payment from you. Where this happens, we will write to you requesting payment within a specific number of days. If payment is not received within this time,

3 we will write to you notifying you that payment has not been received and giving you seven days notice of cancellation. Where you or someone acting on your behalf have behaved in a threatening or abusive manner towards our employees or those of your insurer. Where we suspect fraud. If any home insurance optional extras are cancelled within 14 days of the policy start date, and no claim has been made, you will receive a full refund of the premium paid for these. If any optional extras are cancelled after this time, or if a claim has been made, the premium will be charged in full. Please refer to your policy documents for details. If your insurance is cancelled and there is a balance to be paid to us, or if a charge has been applied, we may use the payment card details in your file (even if they are not in your name) to collect any amounts that are due to us. If a balance is due to you we will pay this in to the bank account details on your file or make a refund to a payment card on your file. We will always notify you in advance before taking any payment. For full details on how to cancel your policy please look at your policy book(s), or call us on Client money We act as agent for the insurer for the collection and payment of premiums. This means that premiums are treated as being received by the insurer when received in our bank account and any premium refund is treated as received by you when actually paid over to you. We will not pay you the amount of any interest that we earn from investing your money before paying it to your insurer. Finance arrangements Where you have selected to pay your insurance premium by a payment plan, the annual premium will be paid to your insurer by Ageas Retail Limited, and will be funded by Ageas Retail Limited. Failure to make the instalment payments may ultimately lead to the cancellation of your policy(s). By allowing us to arrange your insurance, you agree to any amounts you may owe us, or our debt recovery agency, being deducted from any premium refund due to you. Continuous Payment Authority Where we have received authority to use a debit or credit card to pay for your insurance we will use these details to recover any monies that remain outstanding if your insurance policy is cancelled. We will write to you in advance to let you know of any payment attempt we will make. This authority can be cancelled at anytime and you can make alternative arrangements to pay by calling us on If a payment request fails, we will let you know quickly and make a maximum of 5 further attempts to collect the sum due over a 30 day period. We will never attempt to collect more or less than the sum due. We will not charge you for a failed payment request. Use of your personal information Please read this notice carefully as it contains important information about our use of your personal information. You should also show it to anyone else insured under your policy. It explains how we use all the information we have about you and the other people insured under your policy. Sensitive information Some of the personal information that we ask you to provide is known as sensitive personal data. This includes information about health issues and any criminal convictions. Sharing Information We will use and share your information including sensitive personal data with your insurer, Ageas Group Companies, regulatory authorities, business partners or agents providing services to us or your insurer in order to: assess your insurance application; arrange and renew your policy;

4 manage your policy including dealing with claims and issuing renewal documents and information to you; for credit scoring purposes; prevent or detect crime including fraud (see below); recover any monies you owe us; if we are required or permitted to do this by law (for example, if we have a request from the police); and/or if you have given your permission. We may share your information with other Ageas Group Companies in order to provide you with an alternative quote. We will only share your information in this manner with your permission. Credit Scoring To provide you with your insurance premium at the initial quotation, midterm adjustment and renewal stages, we may use information from a credit reference agency. This will be recorded on your credit reference file. More details of how we use credit scoring and the agencies that we use can be obtained from the Data Protection Officer at the address set out above. Preventing and detecting crime We and your insurer may use your personal information to prevent crime. In order to prevent crime we may: check your personal information against our own and your insurer s databases; share it with other Ageas Group Companies; share it with fraud prevention agencies. Your personal information will be checked with and recorded by a fraud prevention agency. Other companies within the financial services industry may also search such fraud prevention agencies when you make an application to them for financial products (including credit, savings, insurance, stock-broking or money transmission services). If such companies suspect fraud, we will share your relevant personal information with them. The information we share may be used by those companies when making decisions about you. You can find out which fraud prevention agencies are used by us by writing to our Data Protection Officer at the address set out below. share it with operators of registers available to the insurance industry to check information and prevent fraud. These include the Claims and Underwriting Exchange Register and the Motor Insurance Anti-Fraud and Theft Register. We and your insurer may pass information relating to your insurance policy and any incident (such as an accident, theft or loss), to the operators of these registers. Dealing with others on your behalf To help you manage your insurance policy, subject to answering security questions, we will deal with you or your husband, wife or partner or any other person whom we reasonably believe to be acting for you if they call us on your behalf in connection with your policy. For your protection only you can cancel your policy or change the contact address. Policies in joint names If your policy is in joint names, we will need permission from both of you if you wish to cancel your policy. This means we will need to speak to you both if you call, or you can send a letter signed by both parties. For more about how to cancel, please see your policy document, or call us. Marketing We may use your personal information and information about your use of our products and services for marketing and to carry out research and analysis to help us meet your needs. We may contact you if you abandon or fail to complete an online quotation to see if we can offer you any assistance with this. As part of our service to you, we may call you about any quotation you receive from us. We may also send you information via post, , SMS and/or telephone in accordance with your preferences. If you do not want us to use your personal information for marketing or research and analysis, please telephone us on

5 Additional Purposes We may share your information for other purposes not set out in this notice but will only do so with your permission. Further information You are entitled to receive a copy of any of your personal information we hold. If you would like to receive a copy, or if you would like further information on, or wish to complain about, the way that we use your personal information, please write to the Data Protection Officer at Kwik Fit Insurance Services,1 Masterton Way, Tannochside Business Park, Glasgow, G71 5PU, giving your name, address and insurance policy number. We may charge you a small fee for this. If we change the way that we use your personal information, we will write to you to let you know. If you do not agree to that change in use, you must let us know as soon as possible. Renewals Each renewal of the policy represents a new contract of insurance. For existing customers who pay annually or by monthly direct debit, you will enter into a new contract of insurance commencing on the cover start date shown on your renewal schedule. If you pay your insurance by monthly direct debit, we will normally automatically renew your home insurance policy and any optional extras 5 days in advance of the renewal date unless you tell us not to. We may, at our discretion, choose not to automatically renew if you have an unpaid balance or have had difficulty in making payment. If you pay by instalments, cancelling your direct debit will not stop your policy from automatically renewing. You must contact us to stop the renewal. We will write to you before the renewal date to explain what will happen and let you know what the policy terms and new payments will be. Renewal of your policy is invited as long as the insurer has been told of any change that may affect the premium and/or terms offered since the original application or last renewal, including (but not limited to); change of address, change of occupation, any criminal convictions or pending prosecutions, any increase in the value of the buildings/contents, any change to the structure of the buildings (for example, if you add an extension). Any renewal premium quoted only applies provided no claims happen or are reported after the renewal invitation is issued. What to do if you have a complaint? If you wish to register a complaint, please contact us; By phone: on In writing: to Kwik Fit Insurance Services, Customer Relations Department, 1 Masterton Way, Tannochside Business Park, Glasgow, G71 5PU By to the customer Relations Department at If you are unhappy with our final response, you may refer your complaint to the Financial Ombudsman Service free of charge within 6 months of receiving our response. Referral to the Ombudsman does not affect your statutory rights to take legal action against us. Contact details are: Financial Ombudsman Service Exchange Tower London E14 9SR Telephone: Website: Please note that if you do not refer your complaint within the six months, the Ombudsman will not have our permission to consider your complaint and therefore will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances.

6 Are we covered by the Financial Services Compensation Scheme (FSCS)? Ageas Retail Limited is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme in the unlikely event that Ageas Retail Limited cannot meet its obligations to you. This depends on the type of insurance and circumstances of the claim. Further information about the compensation scheme arrangements is available from the FSCS ( or by writing to the FSCS at 10 th Floor, Beaufort House, 15 St Botolph Street, London EC3A 7QU.

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