Terms of Business
Fresh Start is a scheme operated by Voyager Insurance Services Limited. Voyager Insurance Services Limited is authorised and regulated by the FSA (Financial Services Authority) that monitors and enforces standards in all areas of General Insurance Activities.
Our Duty of Care to You
1. Fresh Start will, where it is reasonably practical, confirm in writing instructions to act on your behalf and this will include appropriate reference to any recommendations made but declined by you.
2. We will take appropriate steps to understand your insurance needs.
3. We will provide adequate information to you to allow you to make an informed decision about the General Insurance Products or General Insurance Activity-related services being proposed.
4. We will advise you on the key features of the insurance proposed including the terms and conditions.
5. If unable to match your requirements we will explain any differences in any other insurance we propose.
6. Fresh Start will levy a £37.10(including 6% IPT - Insurance Premium Tax) non-refundable Administration charge for every policy written or renewed. This charge will cover any further administration work we carry out on your behalf pertaining to your policy throughout the year. However, if a policy is cancelled by you mid-term for any reason, (other than cancellation during the 14 day “cooling off” period) this will be carried out on the following basis:
a. Pro-rata return of premium less 10%
b. Please note no refund for cancellation will be given where there has been a claim, or potential claim on the policy during the current period of insurance and the full annual premium will become due and payable.
You are advised to seek our advice before deciding to cancel any policy.
7. Fresh Start will not incept/renew cover on your behalf until either the full premium is received, or if paying by instalments, your deposit of 20% of the premium, the administration charge and a signed mandate are received, unless otherwise agreed by us.
8. We will disclose to you upon request any payment that we receive for providing to, or securing on behalf of you, any additional General Insurance Activity-related services.
9. A 2% charge of the total premium will be made for any payments made by Credit Card.
Your Duty of Care and Disclosure to Fresh Start
1. As our client it is your duty to disclose all circumstances material to the insurance both before the insurance commences and during the policy and at its renewal. Failure to do so may invalidate the policy.
2. It is your duty to understand that all answers or statements given on a proposal form, claim form, or any other material document, are your own responsibility. You will always be asked to check the accuracy of information provided.
3. If we believe that any disclosure of material facts by you are not true, fair or complete, we will request that you make the necessary true, fair or complete disclosure, and if this is not forthcoming we must consider declining to continue acting on your behalf.
4. We will inform and seek from you written acknowledgement when you instruct us to place an insurance which is contrary to the advice that we have given to you.
5. It is your duty to respond promptly to all requests for information or instruction.
Confirming Cover
1. We will provide you with prompt written confirmation and details of the insurance which has been effected on your behalf including identifying the Insurer(s), and advise any changes once the contract has commenced at the earliest opportunity.
2. We will forward full policy documentation without avoidable delay where this is not included with the confirmation of cover.
Ongoing Service
Fresh Start will:
- respond promptly to your queries and correspondence.
- deal promptly with requests for amendments to cover and provide you with full details of any premium or charges to be paid or returned.
- provide written confirmation when amendments are made.
- remit any return premium and charges due to you without avoidable delay.
Claims
If you believe you have a claim under this insurance, you should notify:
Fresh Start Insurance Services
Vinpenta House
4 High Causeway, Whittlesey
Peterborough
PE7 1AE
Tel: 01733 208278
Email: info@freshstartinsuranceservices.co.uk
Data Protection and Confidentiality
We will treat any information received by us from you, about you, with the utmost discretion and respect and in accordance with current legislation including the Data Protection Act 1998. Under the Act you are entitled to a copy of your personal data held by us upon written request and payment of our fee of £25.
Conflicts of Interest and Treating Customers Fairly
Occasions can arise where we, or one of our clients or product providers, may have a potential conflict of interests with business being transacted for you. If this happens, and we become aware that a potential conflict exists, we will write to you and obtain your consent before we carry out your instructions and we will detail the steps we will take to ensure fair treatment.
Fresh Start Complaints Procedures
Our aim is to provide you with a quality insurance package that is backed by a high level of client care.
If, however, you believe that we have failed you in any aspect at any time during the insurance process, we will happily investigate your complaint. Your complaint, whether orally or in writing, should initially be taken up with the Account Executive that handled the case.
We will acknowledge your complaint within 5 Business Days of receipt and you will be advised of the person who will be dealing with the complaint.
We may be able to respond to a complaint immediately, for example, if the complaint is made orally to an Employee with the necessary experience and authority to deal with it on our behalf. If this is not possible, a written response will be given within 20 Business Days of receipt of the complaint unless the complaint is sufficiently complicated to warrant longer investigation or it requires review of information outstanding from a third party, in which case we will advise you accordingly.
Our response will be either:
1. Accept the complaint and offer compensation, where appropriate, or other form of redress;
2. Reject the complaint, giving full reasons for doing so; or
3. Be a combination of 1 and 2 above
If a response cannot be given within 20 Business Days, you will be informed in writing of the reasons why we have been unable to resolve the complaint and that it needs more time to do so. We will also advise you of when you can expect to receive our final response. Where you have a right to refer the matter to an Approved Dispute Resolution Facility, you will be informed of your right to do so if you are unhappy with our response. We will advise you on how to contact the Financial Ombudsman Service in this event.
