Terms of Business – Consumer

Consumer Terms of Business Agreement

Please read this document carefully. It contains important information which the Financial Conduct Authority requires us to give you and should be used to decide if our services are right for you. These terms of business are for consumers, who are not acting for purposes relating to their trade, business or profession. Please contact us if there is anything in this document which you do not understand or with which you disagree.

Who are we?

Glowsure Limited t/as Glowsure Insurance Brokers is an independent insurance intermediary and not an insurer. Our address is 17c South Lane, Clanfield, Hampshire, PO8 0RB, registered number 08548780. We are authorised and regulated by the Financial Conduct Authority FRN 605051. This can be checked on the FCA’s Register by visiting the FCA’s website http://www.fca.gov.uk/register or by contacting the FCA consumer helpline on 0800 111 6768. Glowsure is a registered trade mark of Glowsure Limited. We also trade under the following trading names – YesCanDo Insurance Services.

Our relationships

As an insurance intermediary we act as your agent. We may also have relationships with insurers and act for them in a limited capacity. Some insurers appoint us as their agent for the receipt of premium and the issue of documents. They may also allow us to discount premiums in limited circumstances. We will advise you when these circumstances occur so you will be aware of any possible conflicts of interest. We are subject to the laws of agency and will always act in your best interests

Our service & the products we offer

Where we are making a personal recommendation based on a fair and personal analysis, we will examine sufficient insurance contracts, based upon cover, premiums and service. In all other cases for example, when we conduct a limited search or offer a single insurer, or offer no advice or personal recommendation, or where we are contractually bound to offer a particular insurer, we will supply you with a list of the insurers we may and do conduct business with.

To access the insurance product that most suits your needs, we may use another Insurance Intermediary to help place your business.

When arranging instalments, we act as a credit broker and not a lender. We only offer instalments facilities from Close Brothers Premium Finance and insurers.

We do not guarantee the solvency of any insurer we place business with.

We will explain the main features of the product and services that we offer you, including details of the provider, period of cover, main details of the cover and benefits and any significant or unusual restrictions, exclusions, conditions or obligations. We will also assist you with any claims matters.

Policy documentation

Policy documents will be issued in a timely manner and will confirm the basis of cover and details of the insurer(s). They will include a policy summary and details of when the premium is due.

Please read all policy documents carefully and inform us immediately of any incorrect information shown. If you have difficulty understanding anything, please let us know and we will assist you.

We will always ask you whether you would like your policy documents posted (at no charge) or send by email.

All policies may contain conditions, exclusions, warranties & excesses. You should familiarise yourself with these and if you are unable to comply you should notify us immediately.

How are we paid?

We are remunerated by commission from your premium and paid to us by your insurer. We may also charge you a fee (see below). Where we receive no commission, we will agree a specific fee with you before you agree to buy.

We may receive other income based on the profitability or volume of our accounts from an insurer, or commission for arranging instalments from a premium finance provider. We may earn income from claims management companies. You have the right to ask us about our earning at any time.

Because the commission rates paid by insurers are variable and do not always reflect the level of work carried out by us, we also make individual service charges over and above the charges made by your insurers to cover the administration of your insurance policy. Such charges are non-refundable and are as detailed below

  • New Policy Inception and Policy Renewal –£30 per policy. Where insurers do not pay commission, we will agree a commission equivalent fee with you
  • Mid Term Policy Adjustments – £10
  • Cancellation within the “cooling off period” – NIL
  • Cancellation after the “cooling off period” – £30
  • Documents supplied by post – NIL
  • Duplicate Documents – £10
  • Returned Cheques and direct debit defaults – £10
  • Direct Debit set-up or re-instatement – NIL

 

Where a transaction results in a premium refund being due, that refund will be reduced by any service charge and any other sums owing in respect of the policy. If you have paid by credit or debit card, any refunds will only be made back to that card. In the event of cancellation, we do not refund any commission or fees

What will happen if you cancel?

Cancelling a policy may work out expensive for you – please speak to us first. In some cases, there may be very little refund and in fact you may have to carry on paying your instalments. Our charges and those of the insurers are not refundable and we do not refund the commission paid to us for arranging the policy.

Cancellation within the “cooling off” period

All consumers have the statutory right to cancel within 14 days of inception, renewal or upon receipt of the policy documentation, whichever is the later and provided there have been no claims. Any policy documentation and in particular any legal document, for example a certificate of insurance, should be returned to us with your written instruction to cancel.

You will only be charged for the period of cover you have had by the insurer plus any administration fee they may charge. We may also make a cancellation charge of £30. If you cancel your insurance prior to the commencement date of the insurance, a full refund of any monies paid will be provided.

Cancellation after the “cooling off” period

After 14 days any right to cancel will be in accordance with the terms of your policy. Some polices do not contain any refund at all after 14 days and this will be indicated in the policy document. We may also make a cancellation charge of £30.

Payment options

You are responsible for paying premiums by the due date. We accept payment by cheque, by debit or credit card (there is a 2% charge for business credit cards), by BACS or by instalments. If you fail to pay your premium by the due date, your insurance policy may be cancelled by the insurer.

Instalments – If you chose to spread your payments by instalments, we can arrange this for you through a third party finance provider Close Brothers Premium Finance. In the event of a claim, instalments must continue to be paid until the full premium and charges have been settled.

Your responsibility to provide information

You must take reasonable care to provide complete and accurate answers to the questions we ask you when you take out, make changes to or renew your policy. If you are in doubt, please contact us. Insurance is based on the information that you give to the insurer and if this information is wrong or incomplete, claims may not be paid in full or at all, your policy may be cancelled, have special terms imposed, policy voided, and the premium may not be returned. You must also inform us of any changes to your policy details during the life of your policy, including at renewal

Please read carefully all policy documents sent to you and inform us immediately of any incorrect information shown. If you have difficulty in understanding anything, please let us know and we will assist you.

For your protection, insurers maintain databases to prevent fraud and the information you give us may be subject to checks. Some insurers may also carry out credit checks for similar reasons and to enable them to offer competitive terms. These checks may appear on your credit record. Acceptance of these terms will be assumed unless you tell us otherwise. We may also carry out an anti-money laundering check via CreditsafeUK to confirm your identity and that you are not engaged in any suspicious activity. This may leave a soft footprint on your credit record but this is not visible to other lenders.

Renewals

When your policy becomes due for renewal we will send you a letter containing the renewal quotation asking you to contact us with your instructions. Renewals are invited on the basis that there have been no changes in the risk. We will remind you at renewal of what information you have given us and ask you to confirm that it remains correct. It is very important that you check this information carefully and confirm to us that it remains accurate and complete. If the information is incorrect or if anything has changed, you must let us know immediately as it could invalidate your policy or result in a claim not being paid. We will provide you with examples of what you need to tell us at renewal.

We recommend that you keep a record (including copies of letters) of all information supplied to us for future reference and if you are in any doubt, please contact us on 01730 239387.

Automatic renewal

Where we have previously obtained your agreement and your policy is eligible, we will automatically renew your policy (unless you tell us otherwise) up to 7 days before renewal date.

Please contact us on the above telephone numbers if you need help.

 

Protecting your money

We hold your premium payment in a statutory trust client money bank account.  This means we keep client money separate from our own money by paying it into a client money trust account. We may only use the money held in trust on behalf of a customer for paying that customer’s premium to an insurance company and to pay premium refunds or claims we receive from the insurance company to that customer, once the money has been received from the insurance company.  We are not allowed to use that customer’s money to pay another customer’s premium or refund and any interest earned on client money held by us will be retained by us for our own use.

Financial Services Compensation Scheme

We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim and further information about compensation scheme arrangements is available from the FSCS.

Data Protection

Please read the Privacy Notice that accompanies this document. It contains important information about how we protect and use your information. You can also find this on our website at www.glowsure.co.uk/privacy-notice.

Complaints

We do our best to provide you with the highest levels of customer service at all times, however, should you wish to make a complaint you should do so with our Customer Services Manager. You can do this in writing to Glowsure Insurance Brokers, 17c South Lane, Clanfield, Hampshire, PO8 0RB, by email to info@glowsure.co.uk or by telephone on 01730 239387 detailing the nature of the complaint.

If we are unable to resolve your complaint by close of business on the next working day an acknowledgement will be sent no later than 5 working days after receiving your complaint confirming who is dealing with the complaint and when we will expect to respond to you.

Within 8 weeks of the date we receive a complaint we will provide you with our final decision.

If you remain dissatisfied you may be able to refer your case to the Financial Ombudsman Service, Exchange Tower, London E14 9SR, telephone 0800 023 4567 or fax text 07860 027 586 requesting a call back or email complaint.info@financial-ombudsman.org.uk. You can visit their website at www.financial-ombudsman.org.uk

Making a claim

If you wish to make a claim on your policy, please call us on 01730 239387 or visit our website https://www.glowsure.co.uk/claims-notification-form/ to complete our online claim form.

Treating you fairly

Our aim is to treat all customers fairly. Whenever we deal with you we will work hard to ensure that the information we give is clear and understandable. In the event that something does go wrong we aim to put things where we have made a mistake.

Governing Law

The laws of England and Wales govern this agreement and any dispute is subject to the English courts

Consumer ToBA – V9 26.10.18

Regulated by the FCA Terms of Business Terms and Conditions