Terms of Business
About us
We are an independent insurance broker, which means that our primary duty is to represent you and to act in your interests. We are regulated by the Financial Services Authority
Our Service
We offer a wide range of insurance products and services and have access to the leading insurers in the marketplace. We will use our experience and expertise to offer a fair analysis of the insurance market and to provide you with a competitive product to suit your needs.
Quotations / New Business
All quotations are given on the basis of 'Utmost good faith.' If you provide us with incorrect or incomplete information your policy may not be valid in the event of a claim this could result in a higher premium payable. We will only accept instructions to proceed from the proposer. Before instructing insurers we will recheck the information and the premium to ensure there are no changes. No cover will be given without receipt of payment
Payments
Payment may be made by credit or debit card or cheque or Postal Orders (conditions may apply). Please make cheques payable to Metcalfe Insurance Services. We offer various forms of instalments, details of which will be discussed at the time of giving a quotation and will be supplied in writing if requested. Where a loan is arranged through an independent finance company you are liable for the whole of the loan even if your policy is cancelled. You should not stop your monthly payments without first speaking to us. Default on your loan could result in your policy being cancelled and leave you still liable for the outstanding loan. Our Credit Licence Number is 565450.
Payment Terms
It is not our practice to offer payment terms. In general all premiums, fees and charges must be paid prior to inception or renewal of an insurance policy.
Instalments
Where we do offer Insurer, third party or our own instalment facilities any contract documents, direct debiting mandates or cheques must be returned to us, completed correctly, within 7 days of the despatch of the request. If the documents are not received within this period then the full premium is due and if this is not received, within the next 7 days or 14 days after inception or renewal whichever occurs later, then the policy will be cancelled for non payment. Similarly any instalments where the payment has not been made on the due date will result in the full balance of premium becoming due immediately and if this is not received within 7 days of the due date the policy will be cancelled. Any balance of premium, fee, charge and our commission will then be payable. (See 'Cancellation of Policy' below)
Disclosure
It is your responsibility to provide complete and accurate information when you take out insurance, through the lifetime of the policy, at renewal and when making a claim. Your insurers will base the premium and cover on what you tell them. If you make incorrect, inaccurate or misleading statements your claim will not be paid, your policy will be invalid and you may lose the premium paid as well. It is important you fully disclose everything relevant to the insurance. If you do not we will not be able to help you or act as your agent.
Certificate of Insurance
We may hold this until:
Any documents that you are required to have by law will be issued to you.
Schedule of fees
Payment for our services in addition to insurer's or placing intermediary's charges.
New Business - As advised in quotation
Renewals - As detailed on invoice
Mid term alterations - £20 (Pounds)
Duplicate certificate - £20 (Pounds)
Dishonoured cheques - £20 (Pounds)
Dishonoured Instalment - Ours, Insurers or Third Party Premium Finance Providers - £20 (Pounds) ( In addition to Finance companies standard charge )
Representing Cheques for defaults on Third Party Premium Finance Facility (In addition to Finance Company's standard charge) - £20 (Pounds)
Cancellation - £25 (Pounds)
Claims Administration - £25 (Pounds)
Any alterations in these will by advised to you at quotation or renewal of your policy.
Handling Client Money and / or Insurer Money
Unless we advise you differently we have arranged Risk Transfer Agreements with all our insurers. This means that any client making a payment to us is deemed to be making a payment directly to the insurer. All client money collected for onward transmission to insurers and return premiums due to clients from insurers will be held in a Client Bank Account under a Statutory Trust as authorised by the Financial Services Authority. For the purpose of some transactions, client money may pass thorough other authorised intermediaries before it is received by the insurer. Interest will not be paid to customers in respect of money held in client bank accounts. We will only take our commission when we have received all of the premium.
Right to cancel
If on reflection the policy does not meet your requirements you may have the right to cancel the policy for a period up to 14 days of receipt of your insurance documents. Upon return of these documents along with a letter of cancellation a refund will be given. The refund will have taken into account our new business or renewal fee and the insurers reasonable charge for your time on cover. Some motor vehicle insurers will not offer a refund if your vehicle is written off during the period on cover. Please telephone us for clarification.
Cancellation of Policy
It is always advisable to phone us before any decision to cancel is made. You should make any request for cancellation in writing and any relevant certificate of insurance should be returned to this office. Only instructions from the policyholder or their legal representative will be accepted. In the event of cancellation, charges for our services will apply in accordance with the above Tariff of Fees. In addition we do not refund the commission paid to us for arranging the policy. The terms of your policy may allow insurers to retain the premium in full or to charge short period premiums.
Refunds
No refunds can be made until we have received the money from insurers. If payment was initially paid on the proposer's credit or debit card, any refund will be made to the same card in accordance with the Terms & Conditions of the card issuer. All other refunds will be made by cheque. We are unable to give cash refunds.
Our Remuneration
We are normally remunerated for our services by way of commission deducted from the premium. In addition we may charge fees on new business and at renewal, however these fees will be fully detailed in quotations and renewal correspondence. We may charge fees as detailed in the schedule of fees above. We receive interest from bank accounts holding client and insurer monies. We may receive income for arranging loans for repaying insurance premiums. We may receive additional income from insurance companies and third party intermediaries based on volumes of business or profit sharing, however this will in no way violate our primary duty to act in your interest. We may also receive introductory fees for introducing you to other professional organisations. We would remind you that you have the right to request information about any commission received in the placing of business.
Money Laundering
We are obliged to report to the National Criminal Intelligence Service, any evidence or suspicion of money laundering at the first opportunity and we are prohibited from disclosing such report
Law & Jurisdiction
Insurance is only available to United Kingdom residents or companies domiciled in the UK. Any disputes will be subject to English Law and the courts of England & Wales will have exclusive jurisdiction. We will endeavour to place all your insurance contracts with insurers whose contracts are similarly subject to English Law. We will also only place your insurances with Companies who are domiciled within the United Kingdom, Isle of Man, Channel Islands or The European Union. Any variance from this will be notified to you at the time of the quotation.
Data Protection
We can only take instructions to effect or alter a policy in some way from the policyholder or their legal representative. Your data is held in compliance with the EC Directive. Specifically we will use information that you give us to:
Inform you of developments and special offers from Metcalfe Insurance Services
Claims Helpline
In the event of a claim please contact our 24 hour dedicated claims line 0161 480 0170
Insurer Solvency
We cannot guarantee the solvency of any insurer with whom we place business. This means that you may still be liable for any premium due and not recover the premium paid, whether in full or in part, should an insurer become insolvent. Any claims outstanding or not yet reported may also not be paid in full, however some policyholders may have some form of protection under the Policyholders Protection Act 1997.
Complaints
First speak to us - we will make every effort to put things right immediately. We are committed to giving the highest level of service possible. If you feel the service you have received is not satisfactory, please write to our Compliance Manager at 214 - 216 Shaw Heath, Stockport, SK2 6QZ. Your complaint will be acknowledged within 5 working days of receipt. Your complaint will be handled fairly and promptly and you will be advised how your complaint is progressing. If we are not able to settle your complaint satisfactorily, then you may be entitled to refer it to The Financial Ombudsman Service. Please telephone us to verify.
Financial Services Authority (FSA)
The FSA are an independent watchdog that regulates the Financial Services. We have permission from the FSA to transact general insurance business excluding investment contracts. You can check this on the FSA's register by visiting the FSA website on
www.fsa.gov.uk/register or phone the FSA on 0845 6061234
Financial Services Compensation Scheme (FSCS)
The FSCS may offer financial help to clients whose intermediary ceases trading. We are covered by the FSCS. Further information can be found on the FSCS website on www.fscs.org.uk
Trading Names
Metcalfe Insurance Services Ltd
Metcalfe Insurance Services
214 – 216 Shaw Heath
Stockport
SK2 6QZ
Any communication received in this format is normally only dealt with between 9am and 5pm Monday to Friday.
