Van Insurance Terms of Business Agreement

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1 Van 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: By phone: 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 may deal directly either with the insurance company (s) or Ageas Services (UK) Ltd who administer some claims on our behalf. 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 van 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: Excess Protection Personal Accident Replacement Vehicle Tools in Transit Breakdown Cover We only offer products from a single insurer for; Key Cover (Inter Partner Assistance SA) Legal Expenses Cover (Inter Partner Assistance SA) Windscreen Cover (Markerstudy Insurance Company 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 Change of vehicle 30 Change of registration 30 Additional Driver 30 Duplicate documents 15 Temporary adjustment (1 2 weeks) 30 Cancellation within the first 14 days 30 Temporary adjustment (3 4 weeks 30 Cancellation after the first 14 days 50 Modifications 30 New policy administration fee up to 100 Foreign Use 30 Renewal administration fee up to 200 Change of name / address 30 Any other changes 30 Class of use / occupation 30 Credit card fee 5 All fees once charged are non refundable. Premiums generally include a commission which is paid to us by your insurer for arranging your insurance. Occasionally a policy is arranged with no commission, in such cases we may make a charge in lieu of commission to set up, adjust or renew your policy. These charges will be in addition to our standard charges detailed above. Where this occurs we will detail these charges to you. 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 vane 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 van 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. You are reminded that it is an offence under the Road Traffic Act to make any false statements or withhold any relevant information to obtain a Certificate of Motor Insurance. All insurance premiums quoted by us will include Insurance Premium Tax at the current rate, details of which can be obtained from Driving Other Vehicles No guarantee of Driving Other Vehicles cover can be given. You should check your Certificate of Motor Insurance when you receive it, to see if you have this cover. Please do not assume that it is included. Claims If your van is involved in an incident, or you wish to make a claim, please call 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

3 Cooling Off period) of receiving your documents, your insurer will either make a proportionate charge or their minimum charge. Details of the charges can be found in your policy wording. EISL will also charge 30 to cover the administration of your policy and if you pay by instalments the finance arrangement fee will be refunded. If there has been a claim under the policy, there may not be any premium refunded to you (details can be found in your policy wording). If your policy is cancelled after the 14 day period, your insurer will charge in accordance with their scale which will be shown in their policy wording. We will charge 50 to cover our administration costs and if you pay by instalments the finance arrangement fee will not be refunded. 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 you fail to supply additional information we have requested within the timescales given, for example, Proof of No Claims Bonus or a copy of driving licenses. 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, 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 van 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. This is with the exception of breakdown cover, where a 10 administration fee will be deducted. 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 change has been applied, we may use 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

4 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; 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 Your information may be passed to a credit reference agency to provide you with your initial insurance quotation. The credit reference agency will search using full electoral roll, public information and previous search records. A record of this search will be retained by the credit reference agency but will not affect your ability to obtain other financial products. The search will be shown as being completed by our software supplier, Open International Limited, and will be recorded on your credit report. 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; and/or share it with the Motor Insurance Database (MID) which may be used to establish whether a driver is insured to drive a vehicle and/or for preventing or detecting crime. If you are involved in an accident in the UK or abroad, the MID may be searched to obtain relevant policy information. You can find out more at

5 provide your (or any person included on the proposal) driving license number to the DVLA to confirm license status, entitlement and relevant restriction information and endorsement/conviction data. Searches may be carried out prior to and at any point during your insurance policy including any mid-term adjustment and renewal stage. (For details relating to information held about you by the DVLA please visit search your (or any person included on the proposal) 'No Claims Discount' ("NCD") details against a No Claims Discount database to obtain information in relation to your NCD entitlement. Such searches may be carried out against driving license number, name, date of birth, Vehicle Registration Mark ( VRM ) and or postcode (A search of the driving license number with the DVLA or against the NCD Database should not show a footprint against the driving license). 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. Marketing We will 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 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 are paying your insurance by an instalment plan, we will normally automatically renew your van 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 installments, 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

6 address, change of use, change of occupation for any driver, any convictions, fixed penalty offences, pending prosecution, any medical condition of any driver which is modifiable to DVLA, a change of drivers (particularly under 25 years of age) or engine conversion to the insured van. 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. 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 (www.fscs.org.uk) or by writing to the FSCS at 10 th Floor, Beaufort House, 15 St Botolph Street, London EC3A 7QU.

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