Terms Of Business
Who are we?
Lancaster Insurance Services Ltd is an insurance intermediary offering a range of personal insurances, including motor, home and travel insurance.
Whose products do we offer?
For motor insurance we offer products from our panel of insurers. Our panel members are selected from a fair analysis of the market and panel membership is reguarly reviewed. A list of insurers we offer motor insurance from is available on request.
For breakdown and recovery insurance we can only offer products from Equity Red Star, and for motor legal expenses insurance Inter Partner Assistance(which is part of the AXAGroup).
For household insurance we can only offer products from Novae.
For key cover we can only offer products arranged by Qdos Broker & Underwriting Services Limited and AccessBI Limited and administered by Boomerang-Tag on behalf of Groupama Insurance Company Limited.
For personal accident cover and for hire car cover we can only offer cover from Ultimate Insurance Solutions Limited on behalf of certain Underwriters at Lloyd's, The Connect Centre, Kingston Crescent, Portsmouth, PO2 8QL.
Which service will we provide you with?
You will not receive advice or a recommendation from us. We will ask 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.
What will you have to pay us for our services?
In addition to premiums charged by insurers we make the following charges:
Policy fee(for new sales and renewals): Up to £30
Mid-term adjustments: Up to £25
Duplicate documents: Up to £25
Agreed valuation fee (non-refundable): £15
Cancellation fee: £30
Please also note the following costs that you may incur from your insurer or credit provider.
Premium refunds on cancellation: Practices vary between insurers so please refer to your policy documentation to find out what amount of premium, if any, is refundable in the event of cancellation. Generally no premium will be refunded if a claim has been made.
Payment by instalments: Charges vary according to the chosen payment option so please refer to your credit agreement, or the payment details section of your documentation, for further details.
Who regulates us?
The Financial Services Authority (FSA) is the independent watchdog that regulates financial services. Lancaster Insurance Services Ltd is authorised and regulated by the Financial Services Authority. Our FSA Register number is 306514. Our permitted business includes arranging general insurance contracts.You can check this on the FSA's Register by visiting the FSA's website • www.fsa.gov.uk/Pages/register or by contacting the FSA on
.
Ownership
Lancaster Insurance Services Ltd is part of The Capita Group Plc.
What to do if you have a complaint
It is always our intention, and that of our insurers, to provide the best possible service. However, if something goes wrong and you are not happy we would like to know, and will aim to put things right if we can.
If your complaint is about Lancaster: please contact us by telephoning Customer Services on , or by writing to
Complaints Officer,
Lancaster Insurance Services Ltd,
Lancaster House,
Meadow Lane,
St.Ives,
Cambridgeshire, PE27 4ZB.
If your complaint is made by phone we may be able to resolve it immediately. If not, or if your complaint is made in writing, we will acknowledge your complaint within five working days. If we cannot respond fully then, we will tell you who is dealing with your complaint and when you will hear from them.
We will aim to respond fully within four weeks, but if this is not possible, then we will tell you why and when you can expect a full response.
If your complaint is about your insurer: please contact your insurer directly. Your insurer's complaints process can be found in their policy documentation.
We are always on hand to pass your complaint on to your insurer and can help to chase them for a reply if you need our help.
If you remain dissatisfied with the final response to your complaint, you can contact the Financial Ombudsman Service, by phoning , or by writing to them at
SouthQuayPlaza,
183 MarshWall,
London,
E14 9SR
Financial Services Compensation Scheme
If we were unable to meet our obligations you might be entitled to compensation under the Financial Services Compensation Scheme (FSCS). Further information about the Scheme is available from the FSCS website at http://www.fscs.org.uk or by calling us.
Withheld documents
We may keep certain documents such as proof of no claim discount while we are awaiting payment of outstanding premium or administration charges. We will ensure that you have the documents you are required to have by law.
Renewal
We will automatically invite your renewal with our most competitive insurer. If you would prefer us to renew with your current insurer, please tell us. At least 21 days before your renewal we will tell you the premium and the terms and conditions for renewal. If you are paying by Direct Debit you need to do nothing.
We will collect the monthly instalments from your bank as usual. If you do not receive your renewal documents by 14 days before your renewal date you should telephone Lancaster Insurance Services Ltd. If you pay monthly instalments by any other method, you will need to contact us to arrange payment before your cover runs out.
Payments made by any other method. You will need to make payment to us by your usual method before your cover runs out.
Your duty to disclose
It is important that all information you give us verbally or in writing when proposing for, or making changes to your insurance or making a claim is full and correct, and that you tell us about changes such as vehicle, address, occupation, drivers, convictions etc. Failure to do so could invalidate your policy or claims made under it.
Under the conditions of your policy you must tell us about any insurance related incidents such as fire, theft or loss. When you tell us about an incident we will pass information relating to it to a database.
Fraud prevention & detection
In order to prevent and detect fraud we may at any time: Share information about you with other organisations and public bodies including the Police; Check and/or file your details with fraud prevention agencies and databases, and if you give us false or inaccurate information and we suspect fraud, we will record this.
We and other organisations may also search these agencies and databases to:
Help make decisions about the provision and administration of insurance, credit and related services for you and members of your household; Trace debtors or beneficiaries, recover debt, prevent fraud and to manage your account or insurance policies; Check your identity to prevent money laundering, unless you furnish us with other satisfactory proof of identity; Undertake credit searches and additional fraud searches.
Data protection
For Data Protection Act purposes Lancaster Insurance Services Ltd is the data controller. We will hold and process your personal data for insurance administration and marketing. For this purpose, the information may also be passed to selected third parties, insurers and reinsurers, and may be processed outside the EEA.
Please note that telephone calls may be monitored or recorded. You understand that all personal data you supply must be accurate, and you have the specific consent of those other persons insured to disclose their personal data.
At the request of many of our customers and to make managing your insurance more convenient, it is our policy to deal with your spouse or partner who calls us on your behalf, provided they are named on the policy. If you would like someone else to be able to deal with your policy for you on a regular basis please let us know. In some exceptional circumstances we may also deal with other people who call us on your behalf. If at any time you would prefer us to deal only with you, please call us let us know.
Lancaster likes to keep you up to date about its own product and services and those of other companies that might be of interest to you.
However, if you prefer not to be kept informed please call us on
or email us on • marketing@lancasterinsurance.co.uk
Law applicable to the policy
You and we are free to choose the law applicable to this contract but in the absence of agreement to the contrary of the law of the country in which you are resident at the time of the contract will apply. If you are not resident in the United Kingdom, the law which will apply will be the law of England and Wales.
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01480 484826
