Terms & Conditions
Last updated: (06/02/2017)
T&R Direct Limited
6 Concept Park
Telephone Number: 01202 710008
The Financial Conduct Authority is the independent watchdog that regulates financial services. T&R Direct Limited is authorised and regulated by the Financial Conduct Authority. Our FCA Register number is 604784 and you can check our status at www.FCA.gov.uk/register or by contacting the FCA on 0800 111 6768.
Our permitted business includes advising, arranging, dealing in and assisting with the placing and administration of all types of General Insurance policies. This also includes arranging consumer credit for insurance contracts held through us.
Are we covered by the Financial Services Compensation Scheme (FSCS)?
We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the FSCS if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Full details and further information are available from the FSCS.
The FSCS is the UK’s statutory fund of last resort for customers of authorised financial services firms, like us. The FSCS can pay compensation if an authorised firm is unable or likely to be unable to pay claims against it, usually because it has gone out of business or is insolvent.
Insurance advising and arranging is covered for 90% of the claim, without an upper limit. For compulsory insurances (for example, motor insurance and employers’ liability insurance), insurance advising and arranging is covered for 100% of the claim, without an upper limit. Further information about compensation scheme arrangements is available from the FSCS.
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.
If you mislay your policy at any time, we will issue a replacement policy document, if you request it.
Whose products we offer
We usually offer advice from a range of insurers, representing a fair analysis of the market, however, under certain circumstances we may only deal with a limited panel, or single insurer. We will confirm, for each individual policy we provide you with, the basis of our advice. In certain circumstances we will use the services of another intermediary to place your insurance and in these circumstances we will state the name of the intermediary we use and the name of the risk carrier in the form of “underwritten by”
The service we will provide you with
We will advise and make a recommendation 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. 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 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.
This Terms of Business is subject to English Law and the jurisdiction of the English Courts
Credit searching and references
To make sure that the insurers can provide you with their best price, ascertain the most appropriate payment options for you and to protect you from fraud, they will use public and personal data from a variety of sources, including a credit reference agency and other organisations.
Credit reference agencies share information with other organisations, enabling applications for financial products to be assessed, helping to trace debtors, and preventing fraud.
Credit scoring uses a number of factors to work out risks involved in any application. A score is given to each factor and a total score obtained. Where automatic credit scoring calculations are used the acceptance or rejection of your application will not depend only on the results. By applying for a quotation, you agree to these uses of your information. The insurers’ search will appear on your credit report whether or not your quotation proceeds to application but it won’t harm or adversely affect your credit profile.
We will pass details to the Claims and Underwriting Exchange Register which is run by Insurance Database Services Limited (IDS Ltd), and the Motor Insurance Anti–Fraud and Theft Register, run by the Association of British Insurers (ABI), to check the information provided and prevent fraudulent claims. When dealing with your request for insurance these registers may be searched.
If we identify a discrepancy on the aforementioned registers which does not correspond to the information you have provided, we will apply the correct information. Where applicable, your insurer may charge an additional premium. We will also apply the charge(s) as set out in the ‘Policy and Administration Charges’ section of this document.
Where as a result of us applying the correct information, your insurer withdraws cover, we will calculate any refund of premium in accordance with the ‘cancelling your Insurance’ section of this document. Under the conditions of your policy, you must inform us of any incident (such as an accident or a theft) which may, or may not, give rise to a claim. When you inform us of an incident, we’ll pass the information relating to it to the registers.
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:
i. Electronic Licensing
ii. Continuous Insurance Enforcement
iii. Law enforcement (prevention, detection, apprehension and/or prosecution of offenders)
iv. 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
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.
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.
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, accurate and made in good faith.
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.
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)
- • Home
- • 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 or any errors. You must be aware, that this could result in an additional premium being charges 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.
With your consent we reserve the right to retain certain documents until 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.
What you will pay for our services
The service charges we make may change from time to time. The tables below show the charges applicable at the time of printing.
Accordingly, where a transaction would result in a refund to you from us of less than £10, this nominal amount will be retained by us as an additional service charge.
|Transaction Type||Service Charge||Comments|
|Brokerage New Business Online||£20||–|
|Brokerage New Business Off line||£20||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||£20||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||£25||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||£20||–|
|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||–|
Your right to cancel your insurance and your ‘cooling off’ period
You have the following rights to cancel any insurance you buy through us:
- You have a cancellation right which is set out in the policy document.
- You are also entitled to a ‘cooling off’ period, which ends 14 days after you receive your policy documents.
If your insurance is a travel insurance policy lasting less than one month, you do not have a ‘cooling off’ period. Any other cancellation rights will be shown in the policy document.
What you will be charged if you cancel your insurance
- Prior to the commencement date of your insurance cover.
If you cancel your insurance prior to the commencement date of your insurance a full refund of any monies paid will be provided.
- Within the ‘cooling off’ period
If you cancel your insurance, before the end of the ‘cooling off’ period, you will be charged by the insurer for the service they have provided up to the point of cancellation. We will also make a cancellation charge of £25. Our new policy inception or policy renewal service charge and any credit card handling charge made for arranging your insurance will be refunded.
If we have given you a discount off your premium at inception this will be deducted on a pro rata basis from any refund due to you on cancellation. Where a cancellation or other transaction results in a premium refund being due to you, that refund will be reduced by any sums you owe in respect of the policy.
- After the ‘cooling off’ period
Most insurers do not provide a refund if the policy is cancelled after the cooling off period. Your policy document will set out your insurer’s terms in this respect and any applicable cancellation charges made by your insurer. We will also make a cancellation charge of £50.
Our new policy inception or policy renewal service charge and any credit card handling charge made for arranging your insurance will not be refunded.
If we have given you a discount off your premium at inception this will be deducted on a pro rata basis from any refund due to you on cancellation. In addition, if we have given you an amount of cashback we have the right to deduct a proportionate amount of the cashback from any refund due, or recover the amount from you. Where a cancellation or other transaction results in a premium refund being due to you, that refund will be reduced by any service charge and any other sums you owe in respect of the policy. If you decide to cancel your policy with us it is your responsibility to return your Certificate of Insurance to us.
Quotations offered by T&R Direct are valid for 30 days from date of issue. You will be issued with a quote reference number, which in combination with your name and e-mail address will allow you to retrieve any stored quote from our online system. Your insurer has the right to decline your risk, increase the premium or restrict the policy if any errors or omissions are found in the Statement of Information. A quote shall be treated as an invitation to treat and can be withdrawn by the insurer at any point before the Certificate of Motor Insurance or Schedule is issued.
Quote2 Insure have no authority to handle claims on behalf of insurers. In the event of an incident occurring which may give rise to a claim under your policy, you should notify your insurer/us as soon as possible using the contact details in your insurance policy wording or if you are unable to locate this information, you can visit our website for our contact details. Please note that you must report all incidents as soon as possible. Late notification could compromise your claim.
Third parties such as insurance underwriters may also process your data to arrange or administer cover on your insurance policy. Some of the details you may be asked to give us, such as information about offences or medical conditions, are defined by the Act as sensitive personal data. By giving us such information, you signify your consent to its being processed by us in arranging and administering your insurances.
You may request, by writing to the address below and enclose a cheque for £10.00 payable to T&R Direct. Details will be provided to you within 40 days of us receiving payment and your request. All requests must be addressed to:
Data Controller, T&R Insurance Limited, 6 Concept Park, Innovation Close, Poole, Dorset. BH12 4QT
Premiums that we collect from you are held in an insurance broking bank account specifically for the purpose of holding premiums. By virtue of agreements held with insurers, we collect premiums as agents of the insurer. Therefore, once we have collected the premium from you, under the terms of our agreements with insurers, those premiums are treated as having been paid to the insurer(s). We’ll remit premiums to insurers in accordance with our agreements with insurers.
Client Money Segregation
Premiums that we collect from you will be segregated into and held in a Non–Statutory Insurance Broking Trust Bank Account. We’ll hold the money as trustee for the insurer. The bank account is set up as a trust governed by our agreements with our insurers. This means that once the client money is segregated into the trust account it falls into our legal ownership but remains for the beneficial ownership of the insurers.
Should we become Insolvent, the terms of the trust dictate that insurers will have a prior claim on the money in the account according to their specific interests. Because the insurers have permitted use of a Non–Statutory Trust we may agree to extend credit to other customers using money from the bank account. We’ll have in place and maintain systems and controls to ensure that we are able to monitor and manage client money transactions and any credit risk arising from the operation of this trust arrangement.
Earning interest on customer premiums
We hold premiums that you pay us in a Client Money Bank Account. Under Financial Conduct Authority Regulations we have to inform you that we may earn interest from money held in our Client Money Bank Account, which may exceed £20.00 for any one transaction that you make with us. Interest earned will not be held for the benefit of customers. By accepting these Terms of Business, you are giving your consent for us to act in the manner described above.
Other taxes or costs
Please note that there is a possibility that other taxes and/or costs may exist in respect of products and services offered by us, which are not paid through or imposed by us.
Renewal of your policy
At least 21 days before your renewal we will contact you about your renewal requirements. 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.
What to do if you have a complaint
Our aim is always to provide a first class service, however, if you wish to register a complaint, please contact us by writing to Complaints Manager, T&R Direct, 6 Concept Park, Innovation Close, Poole, BH12 4QT, or, by telephone 01202 710008.
We will acknowledge your complaint within 3 working days and will keep you informed of progress. We will aim to make a final response to you within eight weeks. If the complaint cannot be resolved within this timescale we will write to you with an explanation, as to the progress and the possible timescales involved.
In the event that your complaint relates to activities or services provided by another party, we will ensure that your complaint is appropriately forwarded in writing, and will track the progress of the complaint and responses of that party.
If your insurer is a Lloyds managing agent (see policy wording) and you remain dissatisfied with the response that you receive from us, you may if you wish, refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Lloyd’s contact details are as follows:
One Lime Street
London EC3M 7HA
Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
Lloyd’s Policyholder Leaflet
How We Will Handle Your Complaint
If you were sold this product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online. You can access the ODR platform on http://ec.europa.eu/odr.
Alternatively, should you remain dissatisfied with Lloyd’s final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.
The FOS’s contact details are as follows:
Financial Ombudsman Service
Telephone: +44 (0)300 123 9 123