Terms Of Business - TermFL /Version 01
Please read this Terms of Business document carefully as it contains important
information of which you should be aware. If you are unclear about any aspect of
these Terms of Business or have any questions please contact our Customer
Services team on 0330 3438486 or write to us at:
Autonet Insurance Services Ltd
1. Accepting our Terms of Business
By asking us to quote for, arrange or handle your insurances, you are providing
your informed agreement to these Terms of Business.
Calls may be recorded for training, monitoring and reviewing purposes.
Autonet Insurance Services Ltd is part of the Ardonagh Group who have a direct
holding in our business. For more information about the group, please visithttp://www.ardonagh.com/
Autonet Insurance Services Limited is authorised and regulated by the UK Financial
Conduct Authority (FCA). Our FCA register number is 308213. Our permitted business
is introducing, advising, arranging, dealing as an agent, assisting in the administration
and performance of general insurance contracts and credit broking in relation to
insurance instalment facilities. You may check this on the FCA's register by visiting
the FCA website, www.fca.org.uk.
3. Our Service
Autonet Insurance Services Ltd is an intermediary and we will act on your behalf when
arranging and administering your insurance except for the circumstances described in
section 4 (Handling Money).
For telephone sales, our role is to advise you, and after we have assessed your needs,
to make a suitable recommendation. For internet quotes and sales we source and
arrange products but do not offer advice or make recommendations, when arranging
your insurance. However, we may ask some questions to narrow down the selection of
products on which we provide details. You will then need to make your own choice
about how to proceed.
Where we can offer the availability of an instalment facility in order to pay the
insurance premium, we act as a credit broker and do not offer advice in relation to this.
Brokered Products: We offer Fleet Insurance from a limited range of insurers,
a list of the insurers we deal with is below.
Additional Products: For the following insurance products we only offer cover from
one insurer for each product: Vehicle Breakdown Assistance, Vehicle Excess Protector,
Motor Legal Expenses, Replacement Van, Commercial Legal Expenses, Windscreen and
Glass Cover, Tools In Van, Personal Accident, Accidental Death and Gadget Insurance.
If you have purchased an additional product, please refer to your policy
documentation for details of your insurer.
If we propose using another intermediary to help place the business, we will confirm
this to you in good time before any arrangements are finalised.
Insurer Details: Please refer to your policy document for details of your insurer. A list
of all insurers we transact with is provided below.
|Insurer ||Fleet |
Markerstudy underwritten by Zenith
NIG underwritten by UK Insurance
Octane underwritten by Gefion
Policyfast - Details of the insurer can
be found in the policy document
Policyplan underwritten by Gefion
Royal Sun Alliance
Tradewise underwritten by Tradewise
Insurance Company Ltd
As we use real-time pricing, you may occasionally be quoted a different price when
you click through from a price comparison site to our website, or when you get a
quote directly from our website and return to purchase at a later date.
4. Handling Money
We act as agents of the insurer in collecting premiums and handling refunds due to
clients. Such monies are deemed to be held by the insurer(s) with which your
insurance is arranged. We will retain your debit/credit card details and bank
account details for the purpose of automatic renewals and to pay or refund other
premiums that may become due upon changes to the policy. If you do not want us to
use your credit/debit card for these purposes please contact our customer services
team on the telephone number above.
5. Payment for Our Services
In addition to the premiums charged by your insurer, we will also charge you the
following fees for arranging and administering your brokered products (see section
no.3, Our Service). These fees are non-refundable and are payable at the time of the
transaction to which it relates:
|Premium ||Arranging your new policy ||Arranging your policy renewal |
Up to £500
£501 to £750
£751 to £1000
£1001 to £1100
£1101 to £1250
£1251 to £1500
£1501 to £2000
£2001 to £3000
£3001 to £4000
£4001 to £5000
|Service ||Service Charge |
Amendments to your policy
As part of our new business process, we will check your
information. If we have to make any amendments to correct
your information, you'll have to pay a £14.95 administration fee
Refund issued to you by credit/debit card
Refunds issued to you by cheque
Sending Correspondence Special Delivery
Up to £37.50 plus up to
20% of any return
premium from your
See section 8
*In addition to the new policy and renewal arrangement fees where your insurer
pays us less than 25% commission an additional fee may be levied. The monetary
amount of any such fee will be fully disclosed to you prior to you purchasing/renewing
the policy. In the event that your policy is cancelled a pro-rata refund of this
fee will be made.
You will be informed of the total price to be paid, including any fees, taxes and
charges separately from the premium, before your insurance arrangements are
concluded. You are entitled, at any time to request information regarding any
commission which we may have received as a result of placing your insurance business.
or arranging your premium finance.
No refund will be offered in the event of a cancellation on any additional products (see
section no, 03, Our Service) you have purchased after your 14 day right to cancel
We aim to provide you with a high level of customer service at all times, but if you
are not satisfied, please visit http://www.autonetinsurance.co.uk/complaints for details
of how to complain. Alternatively you can contact our Complaints Officer, at the address
shown above. When dealing with your complaint, we will follow our complaint handling
procedures. A summary of these procedures is available on request. If you are still not
satisfied, you may be entitled to refer the matter to the Financial Ombudsman Service
who will review your case on an independent basis.
Their contact details are:
Financial Ombudsman Service
Harbour Exchange Square
Tel:0800 023 4567
Or you can log on to their website: www.financial-ombudsman.org.uk
For policies purchased online, there is an alternative Online Dispute Resolution platform
where complaints can be submitted http://ec.europa.eu/consumers/odr/.
7. Renewing your Policy
For your protection shortly before the renewal of your policy, we will send you a
renewal invitation, which contains information on the premium due and the details
we hold. It is important you check the information we hold is accurate and you
inform us of any changes in your circumstances.
To ensure that we continue to offer a policy that is suitable to your needs we may
offer an alternative insurer at renewal. If you are happy with your renewal
quote with the insurer offered, there may be nothing further for you to arrange
and your credit/debit card may be automatically debited for your renewal.
If you are paying for your insurance by direct debit your policy may be
automatically renewed and your revised payments may be debited from the bank
account details we hold. Further details of whether or not your policy will be
automatically renewed will be confirmed on your renewal invitation.
If you do not wish us to renew your policy automatically, please inform us at any
time up to 7 days before your renewal date. If we do not hear from you to the
contrary, we will take this as your authority to accept the renewal terms, and will
accept on your behalf the policy offered. Please note that if we confirm your
policy will not be automatically renewed, cover will cease on your renewal date
unless you contact us beforehand to make a payment.
To ensure that we obtain the most competitive renewal premium we will conduct a
search with credit reference agencies. A copy of this search will be left on your credit
8. Cancellation of Insurances
You have a right to cancel your policy either verbally or in writing within 14 days of
receipt of your policy documents. In this situation we will charge up to £79.95 plus any
charge your insurer makes for the cover provided since the policy started.
If your policy is cancelled after the 14 day cooling period we will charge you up
to £79.95 plus up to 20% of any premium refund from your insurer will also be
levied unless your replacing the policy though our agency. The terms of your policy
may allow your insurers to retain the premium in full or to charge short period
premiums in the event of cancellation before the policy expires. Please note after
the 14 day period we do not provide a refund against any additional products
(see section no, 03, Our Service) you may have purchased.
If your policy is cancelled and you or someone else has made a claim under your policy
you must pay the rest of your premium including any outstanding payments under
your credit agreement.
Please refer to the your policy booklet for details of charges that your insurer may
make, and section 5 of this Terms of Business document entitled 'payment for our
services' for further information.
Discounts and cancellation:
If you cancel your policy before the end of the 12 month term we will pro-rata any
discount that was applied when you took out the policy. For example, if you received a
discount of £12 and the policy is cancelled six months into the 12 month policy term,
you will be expected to pay £6 for the unused portion of the discount.
In the event of a debit balance you will be required to settle the balance promptly. If
you fail to settle the balance we will then use any credit/debit card details you have
previously authorised us to use.
We reserve the right to cancel your insurance policy in the event of your insurance
premium not being paid up in full, this includes any default on an instalment plan.
We are covered by the Financial Services Compensation Scheme (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. Insurance
advising and arranging is covered for 90% of the claim without any upper limit. For
compulsory classes of insurance (such as Third Party Motor or Employers Liability),
insurance advising and arranging is covered for 100% of the claim, without any upper
limit. Further information about compensation scheme arrangements is available from
the FSCS on 0800 678 1100 or 0207 741 4100 or www.fscs.org.uk.
10. Ending Your Relationship With Us
Subject to your immediate settlement of any outstanding premiums and fees, you may
instruct us to stop acting for you and we will not impose a penalty. Your
instructions must be given in writing and will take effect from the date of receipt.
In circumstances where we feel that we cannot continue providing services to you,
we will give you a minimum of 7 days' notice. Unless otherwise agreed in writing,
if our relationship ends, any transactions previously initiated will be completed
according to these Terms of Business. You will be liable to pay for any
transactions concluded prior to the end of our relationship and we will be
entitled to retain commission received for conducting these transactions, together
with all fees charged by us for services provided.
11. Debt Collection Procedure
In the event that any premium/and or fees remain outstanding to us, we will refer
your debt to a debt collection agency and/or the company solicitor. The debt
collection agency and the company solicitor may make further charges to recover
any balances outstanding.
12. Conflicts of Interest
Occasions can arise where we or one of our associated companies, clients or
product providers may have a potential conflict of interest 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 your fair treatment.
13. Your Responsibilities
Insurance companies require you to provide them with a fair presentation of the risk
to be insured. This is particularly important before taking out a policy and at renewal,
but it also applies throughout the life of a policy. Please take reasonable care to
answer all the questions honestly and to the best of your knowledge. In addition if
there are any matters in relation to your business which may increase the risks to be
insured which we should know or ought to know about then it is important that you
inform us immediately what these are, as this could influence the insurance
companies decision as to whether to offer cover or not. If you don't or misrepresent
any fact which may influence the insurer`s decision to accept the risk or the terms
offered, your policy may be cancelled, or treated as if it never existed, or your claim
rejected or not fully paid. You must inform us immediately of any changes in
circumstances, please do not wait until your renewal. It is important that you read all
insurance documents issued to you and ensure that you are aware of the cover, limits
and terms that apply, as failure to comply with them could invalidate your policy.
In addition you must take all reasonable steps to keep all property insured through us
in a safe condition and to protect it from damage, including fire, theft or attempted
theft, malicious damage and someone taking it without your permission. You must
also make sure you satisfy all the legal requirements relating to your property and its
14. Claims Handling Arrangements
We require immediate notification of a claim or circumstances which might lead to a
claim. All claims enquiries are handled by Kindertons Accident Management,
Kindertons House, Marshfield Bank, Crewe CW2 8UY. To notify us of a new claim call
We will notify the insurer of any claim on your behalf. The relevant section of your
policy booklet sets out how to make a claim and the procedures outlined within that
section form an integral part of our contract with you. In addition, you should be
aware that you, must send any claim form, summons or other correspondence to us
immediately, unanswered. In the event of a theft, attempted theft, or malicious
damage, you are also required under the terms of your insurance to notify the Police
In the event of a claim being made on your policy, your annual premium must be paid
Following a motor insurance claim, if you have any uninsured losses or sustain an injury
as a result of an accident which was not your fault we will offer to refer you to our
partner company Autonet Law as part of our claims service.
15. Fraudulent and False Claims
If you knowingly make a claim that is false or fraudulent in anyway, your policy
will become void and no payment will be made against the claim.
16. No Claims Bonus
If you have informed us that you are entitled to No Claims Bonus but this is not
validated with the relevant proof, your policy may be subject to an additional
premium, it may be cancelled or be made null and void from the inception date of
17. Use of Personal Data
We take your privacy extremely seriously and In order for us to provide our services to
you it is necessary that we collect certain information from you in order to administer
your insurance contract or where you have chosen, to arrange premium finance.
Our Fair Processing Notice explains how we will use your personal details. You can
access our Fair Processing Notice by going to the following link:
www.autonetinsurance.co.uk/disclaimers/fair-processing-notice. Please read this
policy carefully and contact us immediately if you have any queries. We may share
your data with Third Parties for the provision and ongoing performance of your
insurance policy. Your data may be transferred outside the UK. All of the personal
information you supply to us will be handled strictly in accordance with the applicable
Data Protection regulations and legislation.
We regularly review the information we give to you and how we communicate with
you. Our Fair Processing Notice contains details of what information we hold about
you, how we use it, how long we keep it and who to contact if you have questions. Our
Fair Processing Notice is reviewed annually. If we intend to make a significant change
to the way we use your data we will contact you directly to notify you, but you can
access the Fair Processing Notice at any time by visiting
18. Dealing with others on your behalf
To help manage your insurance policy, subject to answering security questions,
we will deal with you or your husband, wife or partner or any other person
whom we reasonably believe will be acting for you if they call us on your
behalf in connection with your policy or a claim relating to your policy.
19. Sharing Information to prevent fraud
We may share information which we hold and which has been supplied to us in
connection with any application for insurance using public and personal data from
a variety of sources, including a credit reference agency, the Claims and
Underwriting Exchange register and other similar databases. The aim is to help us
check the information that is given to us and to prevent fraud. This search may
appear on your credit report whether or not your application proceeds. In order
to support your application we may ask for additional documentation as proof of
your identity. Failure to provide the requested information will result in the
cancellation or voidance of your policy. We reserve the right to retain your
insurance documents until the information you have provided has been verified.
20. Credit Checking
We and other firms involved in arranging your insurance (insurers, other intermediaries
or premium finance companies) may use public and personal data from a variety of
sources including credit reference agencies and other organisations. The information
is used to ensure that we obtain the most competitive quotation and renewal premium,
to ascertain the most appropriate payment options for you and to help prevent fraud.
A copy of this search will be left on your credit report, whether or not your application
21. Block Transfers
In respect of some classes of insurance we may operate block insurance arrangements
certain type with one insurer who can provide particularly competitive terms for
all our customers. On occasions it will be necessary for us to transfer such blocks
from one insurer to another where this is beneficial for our clients. This Terms of
Business Agreement constitutes both your acceptance that we may do this and your
prior request for us to do so.
22. Applicable Law
English law applies to your relationship with us. Similarly, unless you and your
insurer agree otherwise, English Law applies to your relationship with your
insurer and your insurance contract.