Metcalfe Insurance Services Ltd T/A Metcalfe Insurance Services
Internet Terms of Business
The following information is supplied in good faith and is correct at the time of printing. Where changes to the way we work are anticipated an effective date will be shown. Should you have any queries please contact us.
Who are we?
Metcalfe Insurance Services Ltd is an independent intermediary
We are authorised and regulated by the Financial Services Authority (FSA)
The FSA is the independent watchdog that regulates financial services. Our FSA Register number is 304342. You can check this on the FSA’s register by visiting the FSA website on www.fsa.gov.uk/register or phoning the FSA on 0845 606 1234. Our permissions enable us to act in relation to non-investment insurance contracts.
Whose products do we offer?
We only offer products, online, from a limited range of insurance companies. Ask us for a list of these insurers.
Which service will we provide you with?
You will not receive advice or recommendation from us. The system will ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed.
What capacity do we act for you?
When transacting business online we act for the insurer in quoting and placing the insurance but once the business has been placed we will act for you in handling your insurances and dealing with any claims.
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.
Your cancellation rights
If you have any right to cancellation or refund this is detailed in the policy document. Our own charges and fees (shown below) are separate and if the policy is cancelled at any time these will not be refunded.
Quotations/New Business
All quotations are given on the basis of "Utmost good faith". (See "Disclosure" below). Instructions to proceed should only be issued by the proposer. No cover will be given without receipt of payment.
Payments
At Inception, the start, of the policy payment can only be made by credit or debit card the underwriters finance agreement, terms and conditions shown on the internet. Changes to the policy after inception are handled by Metcalfe Insurance Services. If the original premium was paid on underwriters instalment plan this will continue otherwise 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. 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; the premium may increase, your policy may be invalid and you may lose the premium paid, your claim may not be paid, or in the case of regulated insurance you may face imprisonment. 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.
Documents
We will forward to you all correct documentation within 3 working days of receipt by us. If however in relation to motor insurance the finance company has not paid us in full, there is an outstanding premium, all instalments due are not cleared, or there is outstanding documentation, we may withhold the original Certificate of Motor Insurance as insurers will require this to cancel the insurance. However a photocopy of the original certificate will be sent to ensure that your understanding of the insurance contract is not in anyway impaired.
Schedule of fees
These Administration Fees are 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 - £30 (Pounds)
- Duplicate certificate - £30 (Pounds)
- Dishonoured cheques - £30 (Pounds)
- Dishonoured Instalments - Ours, Insurers or Third Party Premium Finance Providers - £30 (Pounds)
- Representing Cheques for defaults on Third Party Premium Finance Facility (In addition to Finance Company’s standard charge) - £30 (Pounds)
- Cancellation - £30 (Pounds) plus an amount representing the commission paid back to insurers.
- Claims Administration - £30 (Pounds)
These fees apply from the date first notified to you
Handling Client Money and/or Insurer Money
We have arranged Risk Transfer Agreements with these insurers. This means that any client making a payment to us is deemed to be making a payment directly to the insurer. Monies received will be held in a Client Bank Account under a Statutory Trust, together with other client monies monies, as authorised by the Financial Services Authority. For the purpose of some transactions, client money may pass through other authorised intermediaries before the insurer receives it. 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 the premium.
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. We are also bound by the Proceeds of Crime Act 2002
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 0800 594 4801
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 Mr Colin Buckland ACII at 214 - 216 Shaw Heath, Stockport, SK2 6QZ. Telephone 0800 594 4800. 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 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
Email - info@metcalfeins.com Tel - 0161-480-0170. Fax - 0161 480 0680
Any communication received in this format is normally only dealt with between 9am and 5pm Monday to Friday.