These Terms and Conditions contain information that relates to the full
range of policy options we offer. Before reading, please refer to your
Package Confirmation form to see which Options are included in your current
personal selection.
Our Status
VolksWorld Insurance Services are an Independent Insurance Intermediary representing a number of
insurers, which enable us to offer you policies that suit your needs at
competitive prices. As an intermediary, we act on behalf of you the
customer. HIC's relationship with you is as an introducer of participating
insurers only and no contractual relationship arises between you and VolksWorld Insurance Services out
of any contract of insurance entered into through us. Details of the
insurances or other services available through insurers and other service
providers and of the terms and conditions relating to such services are
provided by third party participating insurance and service providers and
not by VolksWorld Insurance Services and accordingly, VolksWorld Insurance Services itself makes no representations or
warranties about the accuracy, completeness, satisfactory quality or
suitability for any purpose of any of the products whatever. Any money paid
to us by you is deemed to have been paid to the Insurer.
Non-disclosure
The Statement of Insurance is the basis of the contract between you and
the insurer, so you must always ensure that you have answered all questions
fully and correctly. If you think there is any information the Insurer needs
to know on the Statement of Insurance and it is not referred to, or there
are errors or omissions, you are required to call us immediately or send a
covering letter disclosing the information. Examples of material facts
include (but are not limited to):
Modifications to any component of your vehicle (including any cosmetic
changes to the vehicle)
A change in the person who uses your vehicle the most
A change of address (including details of where your vehicle is parked
overnight)
A change of vehicle
A change in the occupation of the driver or drivers (this includes getting
part time work, or no work at all)
New drivers
Any convictions, for any driver (including pending or fixed penalty
offences)
A change of use of the vehicle
Any accidents (fault or non-fault), losses or claims, involving any person
allowed to drive whether they happen in your vehicle or any other vehicle
Health or medical Conditions of any driver
The responsibility for disclosing the information always rests with the
Customer, even if we assist with the completion of the form. Please be
informed that VolksWorld Insurance Services take no responsibility for any errors or omissions in the
information that has been provided for each new, amended or renewed
insurance contract. If another person has completed the Statement of
Insurance proposal on your behalf, please read it carefully as it is your
responsibility to check all information on the insurance proposal form and
ensure no material facts to the Statement of Insurance is omitted or that
inaccurate information is submitted.
You must let us know of any mistakes, errors and omissions, or changes you
want to make within 7 days of the print date shown on the Statement of
Insurance. If you do not inform us of any incorrect information on the
Statement of Insurance within 7 days this could be seen as 'non disclosure
of all material facts' making your insurance invalid and resulting in a
claim not being paid.
Data Protection -How your information is used
The information describing your insurance cover will be added to the
Motor Insurance Database (MID), run by the Motor Insurers Information Centre
(MIC). The Police may use MID to find out who is insured to drive the
vehicle. If you are involved in an accident (in the UK or abroad) other UK
insurers, the Motor Insurers’ Bureau and MIIC may search the MID to get
relevant information. People with a valid claim relating to a road traffic
accident (including people who live in other countries) may also get
relevant information from the MID. You must tell us about any incident (eg
accident, fire or theft) whether or not a claim is likely to result. When
you tell us about such an incident, information relating to it will be
passed to the registers which we and others have in place which allow us to
detect fraudulent applications and claims. We may search these databases
when you apply for insurance, at renewal or in the event of an incident or
claim. We may share information about you with other companies within our
Group and those providing services to us and will check your details with
fraud prevention agencies and databases. If you give us false or inaccurate
information or we suspect fraud, we will record this. All telephone calls
relating to applications and claims may be recorded and the recordings used
for fraud prevention, training and quality control purposes. We and other
organisations may also use and search these agencies and databases to help
make decisions about the provision and administration of your insurance and
credit and credit related services for you and members of your household.
Also, to trace debtors, recover debt, prevent fraud, manage your accounts
and insurance policies, check your identity to prevent money laundering,
unless you furnish us with other satisfactory proof of identity and
undertake credit searches and additional fraud searches.
Data Protection Officer Herts Insurance Consultants Ltd 2 The Causeway
Bishop's Stortford Hertfordshire CM23 2EJ
The Start of Cover
You must collect from your VolksWorld Insurance Services representative a Cover Note or Policy
Number before you attempt to drive your vehicle on the road. Under the Road
Traffic Act 1988, it is an offence to drive a vehicle or permit a vehicle to
be driven without insurance. Your Certificate of Motor Insurance is a legal
document that provides you with proof that your vehicle is insured in
accordance with the requirements of the Road Traffic Act. The Certificate is
a legal document and will need to be kept in a safe place. Before a
Certificate of Motor Insurance is issued, temporary cover may be issued in
the interim and it acts as a Certificate of Insurance. This meets the
requirements of the Road Traffic Act (RTA). Please ensure that you have a
reference number of the cover note issued before you attempt to driver your
vehicle.
How to make a Complaint
VolksWorld Insurance Services is committed to providing a quality service and achieving the
highest standards of conduct. One of the ways in which we can continue to
improve our service is by listening to the views of our customers.
We aim to ensure that:
1. Making a complaint is as easy as possible;
2. We treat as a complaint any clear expression of dissatisfaction with our
service which calls for a response;
3. We treat all complaints seriously;
4. We deal with it promptly, politely and without unnecessary delay;
5. We respond in the right way – for example with an explanation or an
apology where we have got things wrong, or information on any action taken
etc.;
6. We learn from complaints, and use them to improve our service.
How do you make a complaint?
You can make a complaint by writing to: Complaints Officer Herts Insurance
Consultants Ltd 2 The Causeway Bishop’s Stortford Hertfordshire CM23 2EJ
Upon receiving your complaint we will:
1 acknowledge receipt within 5 working days;
2 provide you with the name and job title of the person dealing with your
complaint;
3 within 4 weeks of receiving your complaint, send you either a final
response or provide you with an update on progress and confirm when we
anticipate being able to make further comment;
4. send to you a final response letter within 8 weeks from the date your
complaint was received by us, either:
a. providing our final response or
b. where this is not possible, you will be advised of the action that is
outstanding and when you can expect to hear from us again and who you should
contact in the meantime.
If you are still not satisfied with the outcome of our investigation, then
you may be entitled to refer it to the Financial Ombudsman Service at South
Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone: 020 7964 1000
Financial Services Compensation Scheme (FSCS)
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.
Insurance advising and arranging is covered for 100% of the first £2,000 and
90% of the remainder of the claim, without any upper limit.
Further information about compensation scheme arrangements is available from
the FSCS website http://www.fscs.org.uk
Amendments
Any failure to disclose any changes of circumstances may be considered a
failure to supply material facts to the insurance and could invalidate the
insurance cover. Material facts are those that Insurers regard as likely to
influence the acceptance of the contract of insurance. If in any doubt
concerning any material facts, you should disclose them. Should you wish to
make any amendments to your policy please call us immediately. An amendment
is any information at all that differs from the original Statement of
Insurance Examples of material facts include (but are not limited to):
Modifications to any component of your vehicle (including any cosmetic
changes to the vehicle)
A change in the person who uses your vehicle the most
A change of address (including details of where your vehicle is parked
overnight)
A change of vehicle
A change in the occupation of the driver or drivers (this includes getting
part time work, or no work at all)
New drivers
Any convictions, for any driver (including pending or fixed penalty
offences)
A change of use of the vehicle
Any accidents (fault or non-fault), losses or claims, involving any person
allowed to drive whether they happen in your vehicle or any other vehicle
Health or medical Conditions of any driver
If there are any changes, we will re-calculate your policy and confirm
whether they necessitate changes to your policy terms and premium. In
addition to any premium charges made by the insurer, VolksWorld Insurance Services will calculate any
amendments made to include an administration charge of £25.00 on each
adjustment.
Agreed Value
If you qualify and have selected to enhance your policy with the added
benefit of an Agreed Value, it is essential that you complete the Agreed
Valuation Application Form and return it direct to the Agreed Valuation
Company (as detailed on your form) as soon as possible. You have 30 days
from the start date of your new insurance policy or renewal date to have
your vehicle valued by the selected valuation company -the insurers will not
settle a claim on the agreed value basis unless you have an agreed valuation
certificate. The Agreed Valuation is not in force until you are in receipt
of the Valuation Certificate, however, the Valuation will be dated from the
policy start date or renewal date.
Claims
If unfortunately, you should be involved in an accident or suffer a
loss, then please call your Insurer immediately. If, subsequently, you need
further help, please call Crusader's dedicated Claims Support Team on 0208
744 4001. We reserve the right to deduct any outstanding payments or balance
from any claim settlement.
Cancellation
If you are thinking of cancelling your policy, then please call our
Customer Service Department.
Once we arrange insurance cover you have the right to cancel it within 14
days of receiving the policy, without giving any reasons. In this event, we
shall retain our administration charge. Also your insurer will make a charge
for the cover provided.
If you are thinking of cancelling your policy after 14 days from when the
policy started, our Customer Service Department will be able to advise of
any refund of premium as certain policies do not offer any refund upon
cancellation. Upon receipt of your written request to cancel your policy and
the return of the current Insurance Certificate or current Cover Note, we
will pass your instruction onto your insurer and request any return premium
due. Not all policy terms and conditions include a refund upon cancellation
and the amounts vary according to the length of time that you have been on
cover. Please refer to your Insurance Policy Document wording for full terms
and conditions. Any cancellation refund is returned to you after deducting
our commission, under the policy, of 20% or £25.00, whichever is the
greater. Please note that any additional products or services in addition to
the insurer’s premium are not refundable, i.e. Legal Protection and Claims
Service, Agreed Valuation, Vehicle Breakdown cover, Personal Accident Plan
etc.
Any policy that is cancelled by us due to non-payment or failure to return
documentation that we have requested will incur an administration charge of
£75.00 to cover our additional costs. Additional fees may be charged for
recovery of outstanding payments if the cost incurred for the recovery of
the balance exceeds £75.00
No
Claims Bonus
If we have not received proof of bonus within 30 days, your insurer will
amend the annual premium by deleting the no claim bonus discount. The
additional premium will be debited from your account by the selected payment
method i.e. DD, Credit, or Debit card.
Limited Mileage
If you have selected to limit your annual mileage and we have given you
a premium discount for this, you must supply confirmation of your current
mileage reading within 30 days of the policy inception or renewal date. If
we do not receive your confirmation of your current mileage within 30 days
of the policy inception or renewal date, your insurer will either charge an
additional premium or cancel your policy by writing to your last known
address and giving 7 days notice of cancellation. When an additional premium
is required, the amount will be debited from your account by using the
selected payment method i.e. Direct Debit, Credit, or Debit Card.
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