These Terms of Business, including Schedule of Fees and Charges, set out the general terms under which Cover-More Insurance Services Ltd (‘Cover-More’) will provide General Insurance business services to you. It details the respective duties and responsibilities of both Cover-More and you in relation to such services. Please read these terms thoroughly and if you have any queries, please contact us at the address below and we will be happy to clarify any questions you may have. If any material changes are made to these terms, we will notify you as soon as possible.

About Cover-More Insurance Services Ltd

Cover-More Insurance Services Ltd trades under the trading names listed in the Trading Names table at the end of this document. Cover-More Insurance Services Ltd is an insurance intermediary and is authorised and regulated by the Financial Conduct Authority, Register No. 312172, for the sale and administration of general insurance products in the United Kingdom. You can check this on the FCA’s Register by visiting the FCA’s website: www.register.fca.org.uk.

Cover-More Insurance Services Ltd are a company registered in England (company number 03088762) and our registered address is: Parkview, 82 Oxford Road, Uxbridge, UB8 1UX, United Kingdom.
Our contact details are:

• Telephone: +44 207 953 9322
• Email: customerserviceire@covermore.com

Cover-More Australia Pty Limited owns 100% of our share capital. The ultimate shareholder of Cover-More Australia Pty Limited is Zurich Insurance Group AG.

Disclosure of Information

Before you enter a policy with us, you have a duty to answer all questions honestly and to the best of your knowledge and to provide all information that a reasonable person in the same situation would realise could influence an insurer’s decision to provide insurance, or the conditions they set. The terms of any insurance that we arrange on your behalf will be based on the information provided by you to us or to the insurer. If you do not understand the meaning of any question, or if you do not know the answer, it is vital that you tell us. Once cover has been arranged, you must also immediately notify us of any subsequent changes to the information that has been previously provided. Failure to adequately disclose relevant information to us may result in one of the following actions: rejection of a claim, partial payment of a claim, the cancellation of your policy, the imposition of additional policy terms and conditions and/or charging additional premium. You are advised to keep copies of any correspondence you send to us or to your insurer.

Our Services

We offer our customers access to general insurance products via our website and through distribution partners in a non-advice web and phone-based environment. A list of the Insurers who we arrange insurance through are detailed at the end of this document.

How We Charge for our Services

The premium for your policy is payable on agreement of the terms detailed in the purchase journey by website or by telephone sales. Prior to entering into a contract to provide insurance to a consumer, Cover-More will advise the consumer of the premium to be charged and any applicable taxes.

We may apply administration charges for transactions related to your policy. For example, if you make a change to your policy or request a duplicate policy certificate during the period of the contract, this could trigger an administration fee. Any such fee would be payable to Cover-More Insurance Services Ltd for handling the administration of your policy. Please refer to our policy wording under section ‘Administration Charge’.

Cancellation

If you would like to cancel a policy after it has been arranged, then please check your policy documents for details of any cooling-off period and other cancellation rights which apply to the policy you have purchased. Your policy documents contain full details of when you can cancel and the amount of premium that may be refunded to you if you do cancel.

To cancel cover, please refer to the policy documents you have received for the best contact details, or alternatively write to us at: Cover-More Insurance Services Ltd, Park View, 82 Oxford Road, Uxbridge UB8 1UX, United Kingdom, or by emailing: customerserviceire@covermore.com.

Remuneration

Unless we tell you otherwise before you take out or renew an insurance policy with us, we are remunerated for our services in the form of commission from the insurer, which is either a percentage of the total annual premium payable, or a reasonable amount determined by us plus any charges we ask you to pay us in addition to the premium. We may have other forms of remuneration arrangements with insurers or other partners including profit share agreements in place with insurers whereby if the insurance business portfolio is profitable then the insurer will pay us a share of this.

For each policy, including any subsequent renewal, you have a right to request further information about the remuneration we receive as a result of us placing your insurance business.

Renewals (only applicable for annual policyholders)

All annual policyholders are given the option of whether they would like to opt-in, or opt-out of automatic renewal when they purchase a policy. We, or our distribution partner will email you in good time, usually no less than 28 days prior to the expiry date, to notify you of your renewal quote and of any changes to the policy terms and conditions, using the email address that you provided when you purchased your policy. For those who opt-in to automatic renewal, we will automatically renew your policy when it expires, unless you subsequently tell us not to, to ensure that you have continuous cover under the policy. You can opt-out of the automatic renewal service at any time prior to the renewal of your policy by contacting Customer Service on +44 (0) 203 302 2296, via email at customerserviceire@covermore.com or by visiting www.covermoreeurope.com/contact.

The auto renewal service relies on the original payment method still being valid e.g. credit or debit card/direct debit. If your payment details change or you want to change the cover on your policy prior to the renewal, please contact us using the contact details above. If you do not receive confirmation of your new policy, you must contact us to confirm/renew your cover.

For the facilitation of the auto renewal service, we will assume that your details have not changed, and you have the permission of the card holder, unless you inform us otherwise.

For those who prefer to renew themselves, we will email you no less than 14 days in advance of your policy expiring to invite you to renew your policy together with instructions on how to do so.

Usage of Short Message Service (SMS)

You consent to the use of the mobile telephone number you have provided (‘the mobile telephone’) for the purpose of allowing Cover-More to notify you of your insurance policy information relating to your online booking.

You hereby confirm that the mobile telephone number you have provided is your number or that of a policyholder (or someone else covered under the policy), and you hereby indemnify Cover-More against any claims or liabilities which may arise in the event that the number provided is incorrect or is that of an unrelated third party.

You accept that text messages are distributed via the Short Message Service systems of third-party mobile phone network providers and, therefore, Cover-More cannot be held responsible for the successful and timely arrival of the text message to the mobile telephone.

Cover-More does not guarantee full availability or performance of this service and does not accept any liability for transmission delays. Cover-More will only use the number of the mobile telephone in accordance with its Privacy Policy, the terms of which you accept, and to send important information in relation to your policy.

Statutory Compensation Scheme

All insurance products arranged by Cover-More are covered by the United Kingdom Financial Services Compensation Scheme (‘FSCS Scheme’). You may be entitled to claim compensation from the FSCS Scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of your claim. Further information about compensation scheme arrangements is available from the Financial Services Compensation Scheme, PO BOX 300, Mitcheldean, Gloucestershire, GL17 1DY. Vist the website: www.fscs.org.uk/contact-us.

Data Protection, Privacy Policy and Marketing Preferences

We collect and process your personal details in order to provide the highest standard of service to you. We take great care of the information provided, taking steps to keep it secure and to ensure it is used only for specific and legitimate purposes. To fulfil these objectives, we may share information with other affiliated professionals.

You have the right at any time to request a copy of any personal data within the meaning of the General Data Protection Regulations (GDPR) that our office holds about you, and to have any inaccuracies in that information corrected. For further information on how we process your personal data and your rights under the data protection law, please see our Privacy Policy at: www.covermoreeurope.com/privacy-policy-cmuk.

Marketing Preferences

We will only send you marketing communications where you have given us permission to do so, and we will also provide you with regular opportunities to update your marketing preferences. You can also contact us by e-mail at customerserviceire@covermore.com, or by writing to: Customer Service Team, Cover-More Insurance Services Ltd, Parkview, 82 Oxford Road, Uxbridge UB8 1UX, United Kingdom, to tell us your marketing preferences or to opt-out. If you no longer want to receive marketing-related e-mails from us, you may opt-out by clicking on the link to “unsubscribe” provided in each marketing e-mail we send you.

The information that you provide to us is governed by the Privacy Policy, available on www.covermoreeurope.com/privacy-policy-cmuk, which you will have had the opportunity to review and consent to prior to buying your policy.

Complaints

In the event of any complaint(s) in relation to the services provided, please contact us using the contact details contained in your policy documents or on any of the contact details given above.

We have a written complaints procedure for the effective handling of all complaints.

Your complaint will be acknowledged within 5 working days from us receiving it. A written update will be issued to you at least every 10 workings days by a nominated individual within our firm. A comprehensive response to your complaint will be issued within 40 working days of receipt of your initial complaint. If you wish to register a complaint or request a copy of our full complaints’ procedure, please contact us at:

• Telephone: +44 (0) 20 3538 0686
• Email: customercomplaints@covermore.com
• Post: Cover-More Insurance Services Ltd, Park View, 82 Oxford Road, Uxbridge, UB8 1UX, United Kingdom

In the event of failure to resolve your complaint you may raise the matter with the Financial Ombudsman Service to review your case. You will need to contact them within 6 months of the date of our decision.

The service they provide is free and impartial. They can be contacted as follows:

• Telephone: 0800 023 4567 (free on mobile phones and landlines)
• Email: complaint.info@financial-ombudsman.org.uk
• Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Website: www.financial-ombudsman.org.uk

Language

All communications in respect of all products will be in English.

Governing Law

This insurance shall be governed by the laws of England, whose courts alone shall have jurisdiction in any dispute arising from this insurance.

Trading Names

Cover-More Insurance Services Ltd trades under the Trading Names listed below:

Cover-More Insurance Services Ltd Holds a written appointment to act as an Insurance Intermediary with the Insurers listed below: