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?

Yes Can Do Insurance Services is a trading name of Glowsure Limited who are an independent insurance intermediary, registered in England & Wales under number 08548780. We are authorised and regulated by the Financial Conduct Authority and our reference number is 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. Our trading address is Trademark House, Ramshill, Petersfield, Hampshire, GU31 4AT and our registered office address is Wellesley House, 204 London Road, Waterlooville PO7 7AN.

Our service

For general insurance we will advise you and make a personal recommendation after we have assessed your insurance needs.

To be clear and fair, we will always tell you if we are giving you a recommendation or simply providing you with information for you to make your own choice.

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.

Whose products do we offer?

We carry out ‘fair analysis’ of the market to identify a suitable products for general insurance This means that we compare products from a range of insurance providers in terms of cover, price, quality of service and other relevant features in order to select the right policies for you.

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

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

How are we paid?

We are normally remunerated by commission paid to us by your insurer and you may request details of this from us. In the event of cancellation, we do not refund the commission paid to us for arranging your insurance.

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 – Where we are remunerated by commission our standard fee is £20 per policy. Where insurers do not pay commission we will agree a commission equivalent fee with you
  • Mid Term policy adjustments – Standard £10
  • Cancellation within the “cooling off period” – NIL
  • Cancellation after the “cooling off” period – Up to £50
  • Documents supplied by post – NIL
  • Duplicate Documents – £10
  • Returned Cheques and direct debit defaults – £10
  • Direct Debit set-up or re-instatement – NIL

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 will also make a cancellation charge of up to £50. 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 up to £50.

Payment Options

You are responsible for paying premiums by the due date. We normally accept payment by cheque, by debit or credit card (there is a 2% charge for 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, your policy may be cancelled or your claim rejected or not fully paid.
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.

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 02393 120150.

Automatic renewal

Where we have previously obtained your agreement, 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

We will keep your personal data safe at all times and in accordance with the Data Protection Act 1998. Your data may be used for marketing purposes to offer you other goods or services. If you do not wish this, you can opt out at any time by contacting us on 02393 120150.

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 YesCanDo Insurance Services, Trademark House, Ramshill, Petersfield, Hampshire, GU31 4AT, by email to insurance@yescando.com or by telephone on 02393 120150 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

You are responsible for notifying claims or circumstances which may give rise to a potential claim. Please read your policy documentation carefully as failure to notify in accordance with your policy requirements may lead to insurers rejecting your claim.

If you are aware of any incident which may give rise to a claim or if you wish to make a claim on your policy, please call us on 02393 120150

Or visit our website www.yescandoinsurance.com/claims-notification-form/ 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.