Terms of Business. Who are we?

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1 Terms of Business Who are we? Drivology Limited is an Appointed Representative of AXA Insurance UK plc. We are authorised to sell and service car insurance. Our Financial Conduct Authority registration number is AXA Insurance UK plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Their Financial Conduct Authority registration number is Details of both Drivology s and AXA s registration can be checked on the Financial Services Register at Drivology Limited is a registered company in England and Wales, company registration number Our registered office is 2 Oldfield Road, Bocam Park, Bridgend, CF35 5LJ. Who underwrites Drivology s insurance? Drivology car insurance and optional breakdown assistance is underwritten by AXA Insurance UK. Motor Legal Protection, which is integral to our car insurance, is also underwritten by AXA Insurance UK and is administered by Arc Legal Assistance Limited. Arc Legal Assistance is authorised and regulated by the Financial Conduct Authority under Financial Conduct Authority registration number Who administers Drivology s insurance? BDML Connect Limited administers Drivology s car insurance and breakdown policies on our behalf. BDML is authorised and regulated by the Financial Conduct Authority under Financial Conduct Authority registration number BDML is part of Capita plc and is registered in England and Wales, company registration number Their registered office is 1000 Lakeside North Harbour, Western Road, Portsmouth, PO6 3EN. Drivology s fees and charges When you buy your policy, change it (e.g. change address or get a new car) or renew it. If you cancel your policy, or we have to cancel your policy, and you haven t made a claim. If you cancel your policy, or we have to cancel your policy, but a claim has been made. We will keep an amount of premium in proportion to the time you have been on cover. If any claim has been made in any period of your insurance (including the statutory 14 day cooling off period), and you want to cancel the policy, the full annual insurance premium and

2 any optional breakdown cover premium will be due. If you are paying the premium by monthly instalments, and the full annual premium has not been paid, you will need to pay any outstanding balance of premium to us. If you pay by debit card or credit card. If you do not provide us with valid photographic 50 evidence required under your policy (part of our anti-fraud measures). If we have to void your policy because we 50 suspect there could be fraud. If you cancel your optional Breakdown policy. There will be no refund of premium. Who provides the direct debit payment by instalment facility? Premium Credit Limited arranges payment by instalment facilities where you have chosen to pay by monthly direct debit. Premium Credit is a registered company in England and Wales, company registration number Their registered office is 60 East Street, Epsom, Surrey, KT17 1HB. Premium Credit s fees and charges Provision of instalment payment facility Rejected instalment payment Non-returned credit agreement fee Payment other than by direct debit Instalment payment date change You will be charged a customer interest rate of 9.39%. This equates to an APR of 19.9%. A charge of 20 will be applied to your loan for each unsuccessful collection of a monthly instalment. A charge of 10 will be applied to your loan if you fail to return your signed credit agreement (paper copy or electronic confirmation). A charge of 2.50 will be applied to your loan if you make any payment other than by direct debit. A charge of 5 will be applied to your loan if you decide to amend your regular payment date. Cancellation during the 14 day cooling off period

3 You can call, , or write to us to exercise your right to cancel this policy within 14 days from either the receipt of your policy documents (via your Drivology online portal) or the date upon which you purchased the policy, whichever is the later. You can call us on , us at or write to us at Drivology, 1000 Lakeside North Harbour, Western Road, Portsmouth, PO6 3EN. Cancellation outside of the 14 day cooling off period You can call us on , us at or write to us at Drivology, 1000 Lakeside North Harbour, Western Road, Portsmouth, PO6 3EN to exercise your right to cancle your policy. Which Service will we provide you with? You will not receive advice or recommendation from us. We will give you information about our product. You will need to make your own decision about how to proceed. Renewal We will automatically invite your renewal 21 days before your renewal date, and we will tell you the premium and the terms and conditions for renewal. If you are paying by direct debit, you need do nothing. We ll collect the new monthly instalments from your bank as usual. If you have paid by debit or credit card, we ll automatically collect the payment due from you under our continuous authority agreement. If you don t want to renew your policy, you can call us on , us at or write to us at Drivology, 1000 Lakeside North Harbour, Western Road, Portsmouth, PO6 3EN. Your duty to disclose When taking out, renewing or making changes to this policy, you must take reasonable care to provide accurate and complete answers to all questions. If you provide inaccurate or incomplete information then your policy may be cancelled or declared void and any claim may be declined or claim payment reduced. Data protection For Data Protection Act purposes, Drivology are the data controllers and BDML Connect is the data processor. We will hold and process your personal data for insurance administration and marketing. This information may also be passed to selected third parties. Please refer to our Privacy Policy on our website for more information.

4 Complaints Drivology and AXA Insurance UK plc aim to provide the highest standard of service to every customer. If our service does not meet your expectations, we want to hear about it so we can try to put things right. All complaints we receive are taken seriously. The following will help us understand your concerns and give you a fair response. Making your complaint It is important that you contact the correct person when making a complaint, please refer to the table below which tells you who you should contact to make a complaint: Complaints about a claim Call our claims team on , or write to: AXA Insurance Motor Claims PO Box 442 Bristol BS34 8YW Complaints about your car insurance cover Complaints about your motor legal expenses cover Call our customer service team on , or write to: Quality Manager Drivology Limited 1000 Lakeside North Harbour Western Road Portsmouth PO6 3EN Call the Arc Legal customer service team on , or write to: Arc Legal Assistance Limited PO Box 8921 Colchester CO4 5YD Complaints about your breakdown assistance cover Call the AXA Assistance team on , or write to: Quality Manager Inter Partner Assistance SA The Quadrangle Station Road Redhill Surrey RH1 1PR

5 Financial Ombudsman Service If you remain dissatisfied with our response, you may approach the Financial Ombudsman Service (FOS). The FOS is an independent body that arbitrates on complaints about general insurance products. You have six months from the date of our final response to refer your complaint to the FOS. This does not affect your right to take legal action. The FOS can be contacted at South Quay Plaza, 183 Marsh Wall, London, E14 9SR (tel: , or Full details of our complaint procedure are given in our policy booklet. You can find this online via our website or a paper copy on request. Financial Services Compensation Scheme (FSCS) AXA Insurance UK plc is covered by the FSCS. You may be entitled to compensation from the scheme in the unlikely event we cannot meet our obligations to you. This depends on the type of insurance and the circumstances of the claim. Further information about the compensation scheme arrangements is available from the FSCS (

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