Information Provided By You
The information that you have supplied in connection with quotations obtained and policies arranged forms the basis on which your insurance cover and premiums are agreed. You must ensure that you are complying with your legal duty of disclosure of all material facts relating to the risk, and you must satisfy yourself as to the accuracy and completeness of the information you provide to insurers.
Failure to disclose material facts or any inaccuracies in your answers, either when you take out, amend, or renew your policy, may invalidate your policy, or result in a claim not being paid. If you are in any doubt as to whether or not a fact is material you should disclose it.
You are advised to carefully check your insurance documents once received. If any information is incorrect or missing, we must be notified at once.
Regulatory Status
Renew Insurance Services Limited (trading as Renew Insurance and Likewise Insurance) is authorised and regulated by the Financial Services Authority (FSA). Our FSA register number is 478251. Our principal place of business is Rosalind Franklin House, Fordham Road, Newmarket, Suffolk, CB8 7XN.
The FSA is the independent watchdog that regulates financial services. Our permitted business is dealing in and arranging contracts of general insurance. You can check this on the FSA's Register by visiting the FSA website www.fsa.gov.uk/register or by contacting the FSA on 0845 606 1234.
Financial Services Compensation Scheme
We are covered by the Financial Services Compensation Scheme (FSCS) and therefore you may be entitled to compensation from the FSCS 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 100% of the first £2000 and 90% of the remainder of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit.
Further information about compensation scheme arrangements is available from the FSCS at www.fscs.org.uk or telephone 0207 892 7300.
Complaints Procedure
Our aim is to provide you with a high level of service at all times. However, if something has gone wrong and you wish to make a complaint, please call us on 01638 782 300, or write to our Audit & Compliance Manager at Renew Insurance Services Limited, Rosalind Franklin House, Oaks Business Park, Fordham Road, Newmarket, CB8 7XN.
We expect the majority of complaints will be quickly and satisfactorily resolved at this stage. If we are unable to resolve your complaint immediately, we will acknowledge your complaint in writing within 5 business days. In our acknowledgement we will advise you of the name and job title of the person who will be dealing with your complaint.
Within four weeks of receiving your complaint we will send you either a final response; or a letter explaining why we are not yet in a position to resolve your complaint and advising you of when we will be contacting you again.
By the end of eight weeks after receipt of your original complaint letter we will send you a final response or a letter explaining why we are still not in a position to issue a final response and advising you of when we expect to be able to do so.
If you are dissatisfied with our response to your complaint, you may be able to refer the matter to the Financial Ombudsman Service (FOS). Their address is: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR. Telephone 020 7964 1000, website www.financial-ombudsman.org.uk
These procedures do not affect your right to take legal action if necessary.
If you have a complaint against your insurer, please refer to the policy booklet for details of your insurer’s complaint procedure.
Whose Products Do We Offer?
We deal with a range of insurers allowing a fair analysis of the market place.
You will not receive advice or a recommendation from us. We will ask you a series of questions to help determine the risk and locate products which match your needs, providing you with relevant information allowing you to make an informed decision. The cover provided by your insurance policy is determined by the requirements that you specify and the answers provided to questions during the application process. Any quotation is valid for the day of the quotation only as insurer rates may change without notice.
We act as agents for the insurer for the collection of premiums and refunds of premiums. This means that premiums are treated as being received by the insurer when received in our bank account and that any premium refund is treated as received by you when it is actually paid over to you.
Cancellation Of Your Policy
This section contains important notes about your rights of cancellation. You must read these notes carefully.
You can cancel your policy at any time by sending written notice to the address given below: Renew Insurance, Rosalind Franklin House, Fordham Road, Newmarket, Suffolk, CB8 7XN
We can cancel your policy by sending you a seven-day notice in writing to your last known address. If your policy is cancelled, we will refund your premium as follows:
If you or we cancel the policy within the 14-day withdrawal period, whether cover has commenced or not, we will refund the part of the premium you have not used subject to an administration fee of £25, although we do not refund commission as this was earned for administering your policy. In addition, if a discount was applied at inception, the discount will be reclaimed on a pro-rata basis and any charge made by the insurer. (Refer to your policy booklet/policy summary for details of the insurers cancellation charges).
If you or we cancel the policy at any other time, we will refund the part of the premium you have not used subject to an administration fee of £25. In addition, if a discount was applied at inception, the discount will be reclaimed on a pro-rata basis and any charge made by the insurer. (Refer to your policy booklet/policy summary for details of the insurers cancellation charges).
We may not refund your premium if you have made a claim, or if one has been made against you, during the period of insurance. If you are paying by instalments and have made a claim you may have to pay the balance of the full annual premium.
Motor Policies
We will only cancel a Motor Policy at your request, if you meet the legal requirement to return the certificate of motor insurance. If you have lost the certificate of motor insurance, you must send in a completed written declaration confirming that you wish to cancel and no longer have the certificate of motor insurance in your possession. Please note that we are unable to backdate cancellations.
Legal Expenses, Home Emergency, Windscreen & Breakdown add-on policies (Optional Extras)
The above policies can be cancelled at any time. However, unless they are cancelled within the 14-day withdrawal period, they will be subject to no return in premium.
You are always advised to discuss your options with us prior to deciding upon cancellation of your policy.
How To Make A Claim
In the event of an accident or incident occurring which may give rise to a claim under your policy, you should notify us as soon as possible using the telephone numbers on our claims page
Renewals
We will write to you in good time before the renewal date to explain what will happen and to let you know what the policy terms and new payments will be. Any renewal premium quoted will only apply provided no claim happens or is reported after the renewal quotation is issued, and provided you have informed us of any change that may affect your policy since inception or last renewal.
At renewal, for your convenience and protection we may automatically continue your insurance (including any additional policicies such as legal protection, breakdown, personal accident), unless you ask us not to. We will write to you before renewal date to remind you of this and inform you of any changes to your policy.
However, we do not guarantee to renew your policy, and we won't automatically renew your policy if your payment fails to be authorised.
Charges For Our Services
We make the following charges for administering your insurance:
A fee of £27.50 may be applied for setting up your new policy.
A fee of £25 for administration of changes and amendments to your policy.
A fee of £25 for all cancellations. Commission is retained from any refund.
A fee of £25 for administering a duplicate document.
A fee of £25 for cheques returned as unpaid.
If you do not pay in full for your time on cover or you fail to pay any part of your insurance, we may choose to use a debt collection agency to collect any monies owing. Any costs incurred will be added to the debt.
Payment Arrangements Including Instalments and Deposits
If the card you (the policyholder) use for payment is in your name, the same card details you provide will be held securely by us and will be used for any premium transaction in connection with this policy, including renewal of the policy, unless you have asked us not to. By proceeding with this purchase, you signify your agreement to this process. In addition we will use this card to collect any outstanding amounts if any instalment payments are not made when due and your account is subsequently in arrears or any outstanding balance if your policy is cancelled and you have not paid sufficient to cover the cost of your insurance and any fees that are required.
Instalment funding is provided by Close Premium Finance.
We will always provide advance notice either in writing or over the telephone, before any transaction is processed, when you will have the opportunity to pay by an alternative method.
Please note that personal data provided by the Customer will be provided to Close Premium Finance Ltd. (Close), who will then be acting as data processor of such data on our behalf. Such data is only processed by Close in order to process your payment instruction and your personal data will not be provided to third parties other than the Financial Institutions for the chosen payment method. Close will provide you with details of their privacy policy, or you are invited to e-mail them for this at marketing@closepf.com.
Law And Language Applicable
The law to be applied to this policy will be stated on your Key Facts document. The language used and any communications relating to this policy will be English.
Ownership
Renew Insurance Services Limited and Hastings Insurance Services are wholly owned by Hastings 888 (UK) Limited. Registered in England and Wales 06769523.
Close Links
If your insurance is with Advantage Insurance Company Limited which is wholly owned by Lucky 888 Global Limited we should advise that we have some common shareholders with more than a 10% stake in both Hastings 888 and Lucky 888. However we act totally independent in the day to day running of our business and in deciding which insurers to place business with. Wherever we offer a policy underwritten by Advantage Insurance Company Limited we will advise you of this connection before we commit to buy.
Introducer Arrangements
A third party may have introduced you to us and for this the introducer may be paid a fee by Renew. We may also, with your consent, introduce you to other third parties, for which we may be paid a fee.
If, as a result of an accident that was not your fault, you require legal representation, we will arrange for their recommended solicitors to act for you. The solicitors recommended by us have been chosen as experts in this particular field. A fee is paid by the solicitors for being members of our legal services panel. We comply with the Solicitors’ Introduction and Referral Code as set down by the Solicitors Regulation Authority, and any solicitors to whom we may refer you are independent professionals from whom you will receive impartial and confidential advice.
Data Protection
Any personal data you provide will be held securely and in accordance with the Data Protection Act 1998. The information you have given us will be held and used to manage your insurance policy, which will include both underwriting and claim handling. For this purpose we may disclose it to other interested third parties, for example insurers, other intermediaries, uninsured loss recovery agencies, regulatory authorities for the purposes of monitoring and/or enforcing compliance with any regulatory rules/codes, other third parties involved (directly and indirectly) in your insurance, and agents (including claims handling agencies) who provide services on our behalf.
We may also need to disclose personal data to a third party so that the service you requested can be provided. It may also be necessary to transfer it to countries outside the European Economic Area.
Your calls may be monitored and recorded in order that the service may be improved and to help prevent and detect fraud. Documents received by us are filed electronically. We may check information provided or received and we may also undertake credit searches and additional fraud searches. We may also pass information about you to credit reference agencies and premium finance providers in connection with the assessment of your financial standing generally and, in particular, where you have requested a premium instalment plan. This may include details of your payment record with us.
By accepting this policy you consent to our processing personal data including sensitive data about you and other persons who may be insured under the policy. You understand that all personal data you give to us must be accurate and that you have the specific consent of those other persons to disclose their personal data.
Insurers pass information to the Claims and Underwriting Exchange Register (CUE), run by Insurance Database Services Ltd, the Hunter Database, run by MCL Software Ltd., and the Motor Insurance Anti-Fraud and Theft Register (MIAFTR), run by the Association of British Insurers (ABI), and other databases. We, and your insurer, may search these registers as this helps us to check information provided and to prevent fraudulent claims. We may also undertake credit searches and additional fraud searches. Under the conditions of your policy you must tell us about any incident (such as an accident or theft) which may or may not give rise to a claim. When you tell us about an incident we will pass information relating to it to the registers.
Your policy details will be added to the Motor Insurance Database (MID), run by the Motor Insurers' Bureau (MIB). MID data may be used by the Driver and Vehicle Licensing Agency (DVLA) and Driver and Vehicle Licensing Northern Ireland (DVLNI) for the purpose of Electronic Vehicle Licensing and by the Police to help clarify the driver's use of a motor insurance policy and/or for preventing and detecting crime. If you are involved in an accident, in the UK or abroad, other UK insurers and the Motor Insurers' Bureau may search the MID to obtain relevant policy information. Persons pursuing a claim in respect of a road traffic accident (including citizens of other countries) may also obtain relevant information which is held on the MID. You can find out more about this at www.mib.org.uk on the internet.
You should show these notes to anyone insured to drive the vehicle covered under this policy.
Your information may also be used for customer services, marketing (including customer profiling), offering renewals, research and statistical purposes, and crime prevention. We may share your information with our agents or service providers and with third parties with whom we have a business relationship, for the purposes described above. If you give us information about another person, in doing so you confirm that they have given you permission to provide it to us to be able to process their personal data (including any sensitive personal data) and also that you have told them who we are and what we will use their data for, as set out in this notice. If you, or any other person of whom you have provided details, do not wish your data to be used for marketing purposes, you can write to our Data Protection Officer at Renew Insurance Services Limited, Rosalind Franklin House, Fordham Road, Newmarket, Suffolk, CB8 7XN.
In the case of personal data, with limited exceptions, you have the right to access and if necessary rectify information held about you by formal written application to our Data Protection Officer at Renew Insurance Services Limited, Rosalind Franklin House, Fordham Road, Newmarket, Suffolk, CB8 7XN.
We recommend you keep this document safely with your policy and all other documents relating to your insurance. We have shown, within your documentation, the information that you supplied to us, and on which your premium has been calculated. In the event of a claim, or on request, you must be able to substantiate this information, so it is important that you check it, and can agree that it is all correct to the best of your knowledge and belief. If anything is not correct or differs from what you told us, you must contact us immediately, as otherwise your insurance may be rendered invalid, or your insurers entitled to avoid payment of a claim. In particular, you must remember that you have to disclose all material facts to us. Material facts are any facts that are likely to influence an insurer in his acceptance or rejection of your risk. If you are in any doubt as to whether a fact is material or not, you should disclose it to us. If the information is NOT true and complete, your insurance may not protect you in the event of a claim. It is an offence under the Road Traffic Act to make any false statement or to withhold any information for the purpose of obtaining a certificate of motor insurance. If you provide an answer or information which you know is untrue you may be committing a criminal offence. You must also disclose all information which you know we would want to take into account in evaluating your proposal (e.g. previous accidents). Failure to provide such information may be a criminal offence. These offences are punishable with up to 10 years imprisonment and/or a fine.
It is important to note that, if the vehicle is to be driven by anyone who has, to your knowledge, had motor insurance refused or cancelled at any time in the past, the agreement of the insurers MUST be obtained before cover can be granted. It is important that your vehicle is kept and maintained in a roadworthy condition with a valid MOT certificate where required by law.
You can advise us of any amendments by phoning us on 0800 035 3922, by emailing us at cs@renewinsurance.com, by faxing us on 01638 782381, or by writing to us at Renew Insurance Services Limited, Rosalind Franklin House, Fordham Road, Newmarket, Suffolk, CB8 7XN.
Last revision: 07/12/2009