Service we will provide you
Last Updated: 1st December 2021
T&R Direct Limited
6 Concept Park
Telephone Number: 01202 710008
Calls to 01202 numbers are charged at local rates from a BT landline. Calls from other networks may vary. Please check with your network operator. Calls may be recorded for our mutual protection. For the purpose of your insurance contract, all calls will be recorded to protect both parties and to improve the service we offer.
Depending on how you purchase your insurance through us, we may advise and make recommendations for you after we have assessed your demands and needs. Our advice will be confirmed in a demands & needs and suitability statement, giving reasons for our recommendation. Should further advice be required or to discuss our recommendations, please call the office.
We are an independent insurance intermediary, who acts on our customers’ behalf in arranging insurance, we will advise you separately prior to the commencement of each contract if this alters. Our services include: advising you on your insurance needs; arranging your insurance cover with insurers to meet your requirements and helping you with any ongoing changes you have to make, online or by telephone.
As part of our service, we will assist you with any claim you need to make and tell you what your responsibilities are in relation to making claims.
You must co-operate with us throughout the duration of the policy and any claim thereunder. If you fail to co-operate, we will be unable to offer our services to you and we will ask you to place your business elsewhere.
We will not tolerate threatening behaviour, physical or verbal abuse towards our staff. Any such behaviour will result in us requesting that arrange your policies elsewhere.
If you mislay your policy at any time, we will issue a replacement policy document, if you request it.
In respect of Legal Expenses/Motor Breakdown policies you will not receive advice or a recommendation from us and you will then need to make your own choice about how to proceed.
The laws of England and Wales shall apply to these terms of business and the courts of England and Wales may deal with disputes in connection with these terms of business. If you live in Scotland, Scottish law will apply and Scottish courts may deal with disputes in connection with these terms of business.
The English language will be used for all communications, the contractual terms and conditions, and any information we are required to supply to you, before and during the duration of the contract.
How you can pay
You can pay monthly by Direct Debit or pay for your policy in full by credit or debit card.
If paying by Direct Debit we use Close Brothers Premium Finance.
If you decide to pay by Direct Debit you will need to sign a Consumer Credit Agreement, which will set out the terms and conditions you will be agreeing to; you will need to read this carefully as it is a legally binding document.
You will also receive two separate documents called the SECCI (Credit Agreement) and Adequate explanations which summarise the key terms of the credit agreement.
If you default on any credit agreement, we will immediately notify the insurer and expect you to make good any missing payment within 14 days after which if the payment remains outstanding, we shall without further reference request the insurer cancel the policy. In the event of any subsequent default we will ask you to settle the premium in full and if you do not, we shall notify the insurer and arrange for the policy to be cancelled. Should your policy be cancelled due to non-payment, any outstanding payment, once the refund from your insurer has been processed, you will be responsible for this amount, which will be payable to us, within 7 days.
Any other policy that you arrange with us or any invitation to renew any policy on which there has been a default will be on the basis of payment, in full, in advance only.
We do not accept payments by credit/debit cards which have been issued from outside the UK.
Where you are due a refund from us we will endeavour to pay this back to you via the same method by which you paid. It can take up to 60 days for you to receive any refund that is due. If we refund you via cheque and this cheque remains uncashed you will have six years to claim this money under your statutory rights.
Renewal of your policy
At least 21 days before your renewal we will contact you about your renewal requirements and provide you with a renewal quote. If we are unable to contact you or if you don’t wish to decide at that time, then we will send you a letter setting out your renewal quote and will ask you to contact us. Also, if you are paying by Direct Debit, T&R Direct will arrange to renew your policy automatically if, prior to your renewal date, contact between us has not been successful or if you have not confirmed whether or not you wish to proceed.
We would do this for your protection. If your insurer is unable to offer cover, we will attempt to locate a similar policy and will automatically replace you with this insurer to ensure you remain covered, again for your protection. The appropriate documentation will be sent to you so you can make an informed decision about whether to renew your policy on the new terms. In some instances, such as the Direct Debit instruction no longer being active we may be unable to automatically renew your policy.
If you do not wish us to take this action, please tell us at any time up to 7 days before your renewal date. If we do not hear from you to the contrary, we will treat it that you agree to this. Should you wish to cancel your policy after the renewal date, a time on risk charge for this period will apply regardless of payment method.
If you are paying for your policy by Direct Debit, and you are happy with your quote to renew, there will be nothing further for you to arrange. Your Direct Debit payments will continue automatically, you will be informed if your payment collection date is going to change as a result.
Under the Consumer Insurance (Disclosure and Representation) Act 2012 it is your responsibility and duty as a consumer to take reasonable care not to make a misrepresentation to us or any insurer. Under the act, an insurer has a remedy against a consumer in respect of any qualifying misrepresentations that is in breach of the consumers’ duty of reasonable care where the insurer deems the misrepresentation to be deliberate, reckless or careless.
A consumer, under the act, is defined as an individual who enters into an insurance contract wholly or mainly for purposes unrelated to the individual’s trade, business or profession.
It is imperative that you ensure all declarations made by you on a Statement of Insurance, Proposal form, online quotation form, claim form and all other documents are completed fully and are precise. If you require a copy of any of your documents, please contact us immediately.
A failure by the consumer to comply with an insurer’s request to confirm or amend particulars given at the inception or renewal is capable of being a misrepresentation for the purpose of this act.
Please contact us immediately if you have any concerns relating to your insurance policy and the risk information provided.
Your Duty of disclosure
It is your responsibility to provide complete and accurate information to insurers when you take out your insurance policy, throughout the life of your policy, and when you renew your insurance.
It is important that you ensure that all statements you make on proposal forms, statements of fact, claim forms and other documents are full and accurate.
Please note that if you fail to disclose any information or change in circumstances to your insurers which could influence the cost, or their decision to accept your insurance, this could invalidate your insurance cover, and could mean that part or all of a claim may be not be paid.
If you take out a policy and it falls outside the definition of a policy for a consumer, as shown above, then you will be a Commercial customer and under the Insurance Act 2015 representations of facts made by you to your insurer or us are your responsibility and must be correct and accurate throughout the duration of your policy.
Your attention is drawn particularly to the importance of the declaration on a statement of fact and the declaration and signature on a proposal form, as any breach may invalidate your insurance cover in part or alternatively in whole.
Facts or information which may influence an insurer as to the acceptability of your proposal or renewal must be disclosed throughout the life of the policy. The information must be able to be verified easily by the insurer.
Under the act an insurer has a number of remedies against a commercial customer in respect of qualifying misrepresentations in breach of the commercial customer’s responsibility where the insurer deems the misrepresentation to be deliberate, reckless or careless.
If you require copies of documentation that are sent or received by us, these are available upon request. You should always keep copies of all insurance documents for your own protection.
Please contact us immediately if you have any concerns relating to your insurance policy and the risk information provided.
Road Traffic Act
We must remind you, it is your personal responsibility under Road Traffic Act legislation to ensure that before using or permitting the use of a vehicle on the Public Highway, you have a valid insurance policy in force for the vehicle you are covering.
Motor Insurance Database (MID)
Information relating to your insurance policy will be added to the Motor Insurance Database (“MID”) managed by the Motor Insurers Bureau (“MIB”). MID and the data stored on it may be used by certain statutory and/or authorised bodies including the Police, the DVLA, the DVANI, the Insurance Fraud Bureau and other bodies permitted by law for purposes not limited to but including:
- Electronic Licensing
- Continuous Insurance Enforcement
- Law enforcement (prevention, detection, apprehension and/or prosecution of offenders)
- The provision of government services and/or services aimed at reducing the level and incidence of uninsured driving.
If you are involved in a road traffic incident (either in the UK, the EEA or certain other territories), insurers and/or the MIB may search the MID to obtain relevant information. Persons (including his or her appointed representatives) pursuing a claim in respect of a road traffic incident (including citizens of other countries) may also obtain relevant information which is held on the MID.
It is vital that the MID holds your correct registration number. If it is incorrectly shown on the MID you are at risk of having your vehicle seized by the Police. You can check that your correct registration number details are shown on the MID at www.askmid.com
To allow us/insurer to finalise your application, you may be required to supply various documents as evidence, to prevent and combat fraud. These are listed below:
No Claims Bonus – You must provide us with evidence within 21 days of the start of the policy. Failure to supply your No Claims Bonus may result in the discount being removed and an additional premium being applied.
Alternatively, your insurer may cancel your policy. If your policy is cancelled for this reason, we will calculate any refund of premium based on Nil Bonus, in accordance with the terms set out within the documentation.
We are only able to accept No Claims Bonus that is:
- Earned on a similar policy to that incepted
- Earned in the name of the policyholder
- Earned within the last 2 years
- Shows the number of Years claims free
- Must not be used on another policy (Used on one policy at a time)
Proof of Residency – Some insurers may request additional evidence of proof of address or residency. We will have 14 days to supply this information. Failure to supply the relevant evidence may result in your policy being cancelled.
Valuations – You must provide us with evidence within 21 days of the start of the policy if your policy insurer requests proof of valuation. This is applicable to the following policies (Subject to verbal or written request)
- Motor Other Documentation required (Subject to verbal or written requests)
- Subsidence questionnaire
- Evidence of the work carried out to rectify Subsidence
Check your documentation
It is your responsibility to check your Statement of Insurance, Schedule and Policy Wording as these document form the contract of insurance with your insurer(s). Please check these carefully and inform us immediately of any errors.
If you make any changes to your policy, or add additional information, we will send you the revised documentation. You must check the documentation carefully and notify us straight away of any errors. You must be aware that this could result in an additional premium being charged by your insurer(s) and an administration charge by ourselves.
Breach of any terms, conditions or warranties may enable your insurer(s) to terminate your policy, or repudiate a claim under your policy. If there is anything you do not understand please contact us immediately.
We reserve the right to retain certain documents until any payments due have been made or outstanding documentation has been provided. We will provide any documents you are required to have by law. If the credit agreement requires you to pay an advance payment, you’re required to pay that payment by the date specified by us or your policy may not be valid.
About your information
If you’d like a copy of this, but do not have access to the internet, please contact us on 01202 710008.
We process your details for contractual purposes in order to provide you with insurance quotes, policy set up and administration and maintenance of your insurance policies.
It is important the information we hold about you is accurate, if you need us to update or correct your details please contact the office and we will be happy to help on 01202 710008.
In order to prevent or detect fraud we will check your details with various fraud prevention agencies, anti-fraud registers and credit check companies, who may record a search. Searches may also be made against other insurers’ databases. These checks include processing conducted automatically by computers and may affect pricing or our ability to quote for insurance.
T&R Direct may contact you from time to time by post, email and telephone for our legitimate marketing purposes in order to let you know about offers we have on products and services which may be of interest to you. If you would like to opt-out of receiving marketing information of any kind, you can let us know by calling the office, emailing firstname.lastname@example.org or by visiting our online portal and amending your contact preferences.
T&R Direct do not sell your personal data to any third parties for the purposes of marketing their own products or services. Where our partners offer products or services that may be of interest to you, we will always obtain your specific consent before providing any details to them.
If you feel we are not following Data Protection laws or you are not happy with the manner in which we have processed your information, then you have a right to complain directly to the Information Commissioner at:
Information Commissioners Office
A third party may have introduced you to us and for this the introducer may be paid a fee by us. Similarly, we may, with your consent, introduce you to other third parties, for which the third party may pay a fee to us.
Our fees for administrating your policy
|Transaction Type||Service Charge||Comments|
|Brokerage New Business Online||£22||–|
|Brokerage New Business Off line||£22||Your policy maybe subject to a negotiation charge, which will be up to 25% of the premium. If a negotiation charge is made the brokerage service charge will be waived.|
|Brokerage Renewal||£22||Your policy maybe subject to a negotiation charge, which will be up to 25% of the premium. If a negotiation charge is made the brokerage service charge will be waived.|
|Changes to a policy||£20||Where a charge results in a premium refund being due to you, that refund will be reduced by any service charge, lost commission and any other monies owing in respect of your policy.|
|Cancellations within the ‘cooling off’ period||£20||The service charge will not be applicable if the insurance is cancelled prior to the commencement date of your insurance. This applies to all policies.|
|Cancellations outside of the ‘cooling off’ period||£50||–|
|Direct Debit Default||£30||–|
|Duplicate Documents by Post||£10||–|
|Duplicate Documents by Email/Link||No Charge||–|
|Failure to return a signed Credit Agreement within 10 days||£20||–|
|Payment by card||No Charge||–|
|Refund Payment by cheque||£20||–|
Fair Presentation in Accordance with the Insurance Act 2015
Before entering into this or any insurance contract you as the policyholder or as the policyholder’s authorised manager must make a fair presentation of your risk to us, as failure to do so may have consequences later in the life of the policy in respect of both premiums and claims. Each insurer has its own view of the Insurance Act and if you want to know the remedies that your insurer might apply to circumstance that calls into question the underwriting and claims information submitted, please contact us.
In accordance with section 3 of the Insurance Act 2015. Such fair presentation must be reasonably clear and accessible, each representation of fact substantially correct, and every material representation of expectation or belief is made in good faith. Under section 4 of the Insurance Act 2015 an insured must disclose all material circumstances known to its senior management/policyholder and those persons responsible for the policyholder’s insurance.
Fair presentation covers every material circumstance which you as the policyholder or you as the policyholder’s authorised manager after enquiry knows (or ought to know) generally. Clearly where appropriate this would include the policy holder’s senior management and/or persons that this policy is expecting to cover. For the sake of completeness, this also covers any information held within the policyholder’s household or by any third party (including but not limited to subsidiaries, affiliates, or any other person or entity who will be covered under the insurance). If the policy holder is a representative of other parties and is arranging this policy to include those other parties, it would be expected that the policyholder will have included them in its enquiries, and if that has not happened then that policyholder must inform us so that reasonable searches may be conducted by other means.
This declaration must be read by the policyholder, the policyholder’s authorised manager, members of the policyholder’s senior management team and any other party that is to be covered under this insurance. We would appreciate your written confirmation that you have read, understood and complied with this advice but if we don’t hear from you within 14 days of the policy renewal or inception date, we will assume that you have complied and that you and any other party described above understand and have complied with the requirements of Fair Presentation and have acted within the guidelines above.