TERMS OF BUSINESS

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. We draw your particular attention to:

The section headed ‘Use of personal data’, and specifically the paragraph explaining how ‘sensitive personal data’ will be used; and

The section headed ‘Handling money’, which explains our terms for handling money.

If you are unsure about any aspect of our Terms of Business or have any questions regarding our relationship with you, please contact us.

THE FINANCIAL SERVICES AUTHORITY

Chubb Insurance Brokers Ltd is authorised and regulated by the Financial Services Authority (FSA). Our FSA Register Number is 304399. Our permitted business is advising, arranging, dealing as agent and assisting in the administration and performance of general insurance contracts. You may check this on the FSA’s Register by visiting the FSA website, www.fsa.gov.uk/register or by contacting the FSA on 0845 606 1234.

OUR SERVICE

Our role is to advise you and make a suitable recommendation after we have assessed your needs. In situations where we are able to arrange insurance for you but do not offer advice, we shall confirm the position to you in writing. We will not in any circumstances act as an insurer nor guarantee or warrant the solvency of any insurer.

Personal and Commercial Insurances:

We select personal and commercial insurance products from a range of insurers but, for certain products, we may only deal with a single insurer or select from a limited number of insurers. A list is available upon request. You will be advised if we are selecting from a limited range or a single insurer before finalising your insurance arrangements with us.

COMPLAINTS AND COMPENSATION

We aim to provide you with a high level of customer service at all times, but if you are not satisfied, contact us.

If you are still not satisfied, you may be entitled to refer the matter to the Financial Ombudsman Service (except in the case of a business with a group annual turnover of £1m or more, a charity with an annual income of £1m or more or trustees of a trust with a net asset value of £1m or more).

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 100% of the first £2,000 and 90% of the remainder 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 020 7892 7300 or www.fscs.org.uk.

PAYMENT FOR OUR SERVICES

We normally receive commission from the insurers or product providers and on occasion we may make additional charges which will always be advised in advance. You will receive a quotation which will tell you the total price to be paid, showing any fees, taxes and charges separately from the premium, before your insurance arrangements are concluded. The following maximum fees will also apply to all policies: -

1) Duplicate Certificate/Policy/Cover-Note or mislaid Certificate £ 5.00

2) Proof of No Claims Bonus (other than original renewal notice) £10.00

3) Recorded delivery letter £15.00

4) Duplicate/Replacement Policy £10.00

5) Second change of driver or vehicle during insurance year £ 5.00

Cancellation fees are detailed in the section ‘Cancellation of Insurances’.

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 (Risk Transfer).

If cover is arranged with an insurance undertaking, which does not provide Risk Transfer we will forward your cheque payable to the insurance undertaking on your behalf, but cover will not commence until the payment is received by the insurer.

CONFLICT OF INTERESTS

Occasions can arise where we or one of our clients or product providers will 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 details the steps we will take to ensure fair treatment.

CANCELLATION OF INSURANCES

You should make any request for the cancellation of a policy in writing and any relevant certificate of insurance must be returned to us or to the insurer concerned. The terms of your policy may allow insurers to retain the premium in full or to charge short period premiums in the event of cancellation. In the event of cancellation commission earned by us in placing or arranging the insurance is non-refundable up to a maximum of £100. We reserve the right to withdraw and cancel insurances if you fail to pay premiums or instalments on demand or you fail, within seven days, to provide any documentation or information requested by us in writing.

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 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.

YOUR RESPONSIBILITIES

You are responsible for providing the complete and accurate information which insurers require in connection with any proposal for insurance cover. This is particularly important before taking out a policy and at renewal, but it also applies throughout the life of a policy. If you fail to disclose information, or misrepresent any fact, which may influence the insurer’s decision to accept the risk or the terms offered, this could invalidate the policy and mean that claims may not be paid. You must check all details on any proposal form or Statement of Fact and pay particular attention to any declaration you may be asked to sign.

It is important that you read all insurance documents issued to you and ensure that you are aware of the cover, limits and other terms that apply. Particular attention must be paid to any warranties and conditions as failure to comply with them could invalidate your policy.

You must inform us immediately of any changes in circumstances, which may affect the services provided by us or the cover provided by your policy. If you are unsure about any matter, please contact us for guidance.

USE OF PERSONAL DATA

We will process any personal information we obtain in the course of providing our services to you in accordance with the Data Protection Act 1988. In administering your insurances it will be necessary for us to pass such information to insurers, other product or service providers and compliance support. We may also disclose details to relevant parties, as necessary, to comply with regulatory or legal requirements. We may contact you or pass your details to other companies associated with us in order to promote products or services, which may be of interest to you. We will not otherwise use or disclose the personal information we hold without your consent.

Some of the details you may be asked to give us, such as information about offences or medical conditions, are defined by the Act as sensitive personal data. By giving us such information you signify your consent to it being processed by us in arranging and administering your insurances.

Subject to certain exceptions, you will be entitled to have access to your personal and sensitive personal data for which you may be charged a fee of up to £10.00. If at any time you wish us or any company associated with us to cease processing any of the personal data or sensitive personal data we hold, or to cease contacting you about products and services, please write to the above address.

CLAIMS HANDLING ARRANGEMENTS

We will employ due care and skill if we act on your behalf in respect of a claim, keeping you advised of progress. We will provide you with a claim form if appropriate and advise you on how to further your claim. Claim forms and other documents must be fully and accurately completed and any material information must be disclosed. Failure to comply could invalidate your insurance cover and mean that all or part of your claim may not be paid. Please ensure that you seek our advice before responding to a third party regarding a claim.

TELEPHONE RECORDING

Telephone calls may be recorded for training purposes and for our mutual protection.

COMPLAINTS PROCEDURE ( Retail Clients )

pdf version

How Chubb Insurance Brokers handles complaints

At Chubb Insurance we take any complaint very seriously.

Any complaint, whether made in writing or verbally, is immediately referred to our Complaints Officer. We also record any complaint we receive. Our Complaints Officer is responsible for ensuring that we thoroughly investigate any complaints.

As soon as a complaint is received:

All written complaints will be acknowledged by the Complaints Officer in writing within five business days of receipt.

All verbal complaints will also be acknowledged by the Complaints Officer in writing within five business days of receipt. This acknowledgement letter will also contain our understanding of the complaint and will ask the complainant to confirm in writing that he agrees with our understanding of the matter.

If the complaint can be resolved within the five day deadline, the acknowledgement letter will outline the result of our investigation.

If our investigation has not been completed within the five day deadline, our acknowledgement letter will confirm that we will:

a) Investigate the complaint and aim to respond within four weeks of receiving the complaint

b) Explain that, if we cannot complete the investigation within four weeks of receiving the complaint, we will write again giving the reason for the delay

c) Explain that on completion of our investigation we will inform the complainant of the outcome and the options available to him/her.

After we have investigated the complaint:

Immediately on completion of our investigation the Complaints Officer will write to the complainant notifying him/her of the outcome of our investigation, and the nature and terms of any settlement (if applicable). Any compensation we offer will be fair and the basis of the calculation will be explained.

Our letter will also advise that if a client is not satisfied with the outcome he/she may refer the matter to the Financial Ombudsman Service and will point out that such a referral should be made within the next six months or he/she may lose that right. Our letter will include the name, address and telephone number of the Ombudsman and a leaflet which explains the Ombudsman arrangements.

If we cannot resolve the complaint within four weeks:

If, for any reason, our investigation is not concluded within four weeks, the Complaints Officer will write to the client again informing him/her that our investigation is continuing, giving the reasons for the delay and a date by which the Complaints Officer expects to be able to contact the client again.

If we cannot resolve the complaint within eight weeks:

If, for any reason, our investigation is not concluded within eight weeks, the Complaints Officer will write to the client again, informing him/her of the reasons for the further delay and advising that if the client is not satisfied with our progress he/she may refer the complaint to the Financial Ombudsman Service. This letter will also point out that such a referral should be made within the next six months or the customer may lose that right. Our letter will include the name, address and telephone number of the Ombudsman and a leaflet, which explains the Ombudsman arrangements.

COMPLAINTS PROCEDURE ( Commercial Clients )

pdf version

How Chubb Insurance Brokers handles complaints

At Chubb Insurance we take any complaint very seriously.

As soon as a complaint is received:

All written complaints will be acknowledged by the Complaints Officer in writing within five business days of receipt.

If the complaint can be resolved within the five day deadline, the acknowledgement letter will outline the result of our investigation.

If our investigation has not been completed within the five day deadline, our acknowledgement letter will confirm that we will:

a) Investigate the complaint and aim to respond within four weeks of receiving the complaint

b) Explain that if we cannot complete the investigation within four weeks of receiving the complaint we will write again giving the reason for the delay

c) Explain that on completion of our investigation we will inform the complainant of the outcome and the options available to him.

After we have investigated the complaint:

Immediately on completion of our investigation the Complaints Officer will write to the complainant notifying him of the outcome of our investigation, and the nature and terms of any settlement (if applicable). Any compensation we offer will be fair and the basis of the calculation will be explained.

If we cannot resolve the complaint within four weeks:

If we cannot resolve the complaint within eight weeks:

While we would always aim to complete an investigation within eight weeks if, for any reason, our investigation is not concluded within this period, the Complaints Officer will write to the client again, informing him/her of the reasons for the further delay.

WEBSITE CONDITIONS OF USE

pdf version

Use

Access to and use of this website is subject to the following terms and conditions which you are deemed to have accepted by accessing this website. If you do not wish to accept the terms and conditions you should action this by leaving the site immediately.

Company Information

www.chubbinsurance.co.uk is operated by Chubb Insurance Brokers Ltd (No. 3865421) whose registered office is at Richmond Court, 216 Capstone Road, Charminster, Bournemouth, Dorset. BH8 8RX. We are not in any way connected with the Chubb Group of Insurance Companies based in America nor the Chubb Insurance Company of Europe S.A.

Chubb Insurance Brokers Ltd are independent intermediaries arranging insurance in the United Kingdom. If you want to know more about Chubb Insurance Brokers Ltd please click on 'about us'.

In these Conditions of Use "we", "our", "us" means Chubb Insurance Brokers Ltd.

English Law

The Conditions of Use shall be governed by and construed in accordance with English Law and any disputes arising in relation thereto will be subject to the exclusive jurisdiction of the English Courts. If any of the provisions of the Conditions of Use shall be unlawful, void or for any purpose unenforceable the particular provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions or conditions.

Access to Site

For legal reasons the contents of this website are not intended for or directed to persons resident outside of the United Kingdom. Unless otherwise specified, the information and services available in this website are available only to UK residents (including England, Scotland and Wales and excluding the Channel Islands and the Isle of Man). We make no representation that any of the information or services referred to or featured on this website is appropriate for use, or available in other countries and jurisdictions. The information and other materials contained in this website may not satisfy the laws of any other country. Non UK residents that choose to access this website are responsible for compliance with local laws if and to the extent local laws are applicable. The phone numbers provided only apply to phone calls made from within the UK.

Use of Website

This website provides the following facilities:

Links to a number of external websites where quotations and/or immediate cover can be arranged
An email facility to Chubb Insurance Brokers

When accessing and making use of any part of this website you must not:

Exploit by way of distribution, reproduction and/or transmission any information or any other such material contained in this site for commercial purposes resulting in commercial gain without our prior written consent
Post or transmit any information or software that may contain a virus, worm, trojan horse or any other such similar harmful component
Alter, tamper or interfere with the functioning of the website or use by others of the website
Transmit any unlawful, obscene, harmful, threatening, defamatory, or libellous material of any kind

Content and Information

Nothing on this website should be construed as a solicitation or offer. The information, services, systems, features, functions and data offered in this website constitute information only and should under no circumstances be construed interpreted or relied upon as legal, accounting, tax, financial or investment advice or advice on specific facts or matters. We accept no liability for the use or misuse of the information provided.

Disclaimer

Whilst we have taken all reasonable steps to ensure that the information contained within the pages of this site is accurate, current and complies with the relevant legislation and regulations as at the date of issue, no warranty is given and no representation is made regarding the accuracy of or completeness of the content of this site. Consequently, we accept no liability for any losses or damages (whether direct, indirect, special, consequential or otherwise) arising out of errors or omissions contained in this web site. Further, no warranty is given that this site shall be available on an uninterrupted basis and no liability can be accepted in respect of losses or damages arising out of such unavailability or inability to use this site or any of its functions or features including in connection with any browsing or downloading of information data text images or graphics. In addition, no liability can be accepted in respect of losses or damages arising out of changes made to the content of this site by unauthorised third parties.

You acknowledge that you are solely responsible for the use to which you put this site and all the results and information you obtain from it and that all warranties, conditions, undertakings, representations and terms whether expressed or implied, statutory or otherwise are hereby excluded to the fullest extent permitted by law.

Nothing within these terms and conditions set out herein shall seek to exclude or limit our liability and our duties and responsibilities under the Financial Services and Markets Act 2000 and all or any subsequent legislation amending or superseding existing legislation regulating the operation of investment or financial business and any associated legislation in the United Kingdom which we are bound to comply with. For the avoidance of doubt nothing in these terms and conditions shall attempt to exclude the liability of death or personal injury arising from the negligence of our directors or employees.

Links to other Sites

Certain links, including hypertext links (and links within any advertisement banner) will lead you to external websites not under the control of Chubb Insurance Brokers. Access to any such external websites linked to this website is at your own risk and we are not responsible for the accuracy or reliability of any information, data, opinions, advice or statements made on these websites. Links are provided for convenience and the inclusion of any such links does not constitute a referral, endorsement, approval, or advertising in respect of such website its contents or any of the products and/or services offered by such website. We have no control or responsibility in respect of the content of materials viewable from these sites or actions of the individuals connected with these sites.

Note: No person or website may make a link to our website or any part of it without our express written consent.

Alterations

We reserve the right at any time without notice to revise the contents of this site including these conditions. Any changes to these conditions will be posted on this website and by continuing to use this website following any such change, alteration or amendment will signify that you agree to be bound by the revised conditions.

Use of Your Information

You agree to the use of any personal data that we may hold on you in accordance with the terms of the Privacy Policy. A copy of the Privacy Policy is accessible at any time by clicking on Privacy Policy above.

Copyright Statement

All copyright and other intellectual property rights in any material including but not limited to text, features, functions, layout, graphics, photographs and other images contained in this website unless otherwise stated are owned by us or our group of companies or have been licensed to us or our group of companies by the right’s owners so that we may use the material to form part of the website.

Copying of part or all of the contents of these pages in any form is prohibited except in accordance with the following exceptions: -

‘Licence to copy for personal use’

You may print extracts from these pages for your personal use only and not for any commercial gain.

‘Licence to recopy for limited purposes’

You may recopy extracts from these pages to individual third parties for their personal use provided material is recopied in complete and unmodified form and only if you acknowledge our website as the source of the material. You must include such acknowledgement and our website as the source of the material, and you must inform such third parties that these Conditions of Use shall apply to them and that they must comply with them.

This licence to recopy does not permit incorporation of the material or any part of it in any other work or publication whether in hard copy, electronic or any other form, in particular (but without limitation) no part of our website pages may be distributed or copied for commercial gain or for a fee. No part of this website may be reproduced on or transmitted to or stored in any other website or other form of electronic retrieval system unless express written consent in this respect has been given to you by us.

No part of this website including literary content, graphics and logos may be modified in any way.

Submissions

Unless otherwise provided by law and subject to our Privacy Policy all submissions or transmissions containing feedback, remarks, suggestions, ideas, graphics, data, know-how or questions communicated to us through this website or through electronic mail will become our property. We will not be liable for the use of any such material submitted or transmitted to us including but not limited to its use through reproduction, distribution, advertising and publication. You acknowledge that you are responsible for whatever material you submit, and you will have full responsibility for the message, including its legality, reliability, appropriateness, originality, and copyright.

Force Majeure

We shall not be liable to you for any breach of conditions of use or any failure to provide or delay in providing our services through our website resulting from any event or circumstances beyond our reasonable control including, without limitation, strikes, lockouts and other industrial disputes, breakdown of systems or network access, fire, explosion, accident, insurrection and war.

PRIVACY POLICY

pdf version

Privacy Statement

By submitting any information about yourself or others within this website, you and they consent to its use as set out in this Privacy Policy.

The Internet is not a secure medium. However Chubb Insurance Brokers respect the privacy of every individual visiting our website. This policy explains generally what security measures we have put in place to protect your information and how we use the information we collect about you. However, before you provide any information to us, you should read the Privacy Policy. A copy of the Privacy Policy is accessible at any time by clicking on the Privacy link at the top of each page.

The Information we Collect and How we use it

Within this website we may ask you to provide us with relevant personal information in order that we can provide you with (including but not limited to) the following:

the ability to use functions or features on this website
a response to any query or feedback submitted by you
specific information requested by you
information with regard to products or services offered which may interest you

The personal information supplied by you will be treated in confidence by us and will not be disclosed to any third parties except where your consent has been received or where permitted by law. The personal information is used by us (or where appropriate the insurers, underwriting agents, or sub-brokers with whom we are arranging your cover) to communicate with you.

For your protection, telephone calls may be recorded and may be monitored.

IP Addresses

When you visit our website certain information may be logged automatically so that the server can recognise your IP address (the unique address which identifies your computer on the internet). IP addresses are used to administer, monitor and analyse the website and may be used to collect general demographic information. Individual users are not identified and the IP addresses are not linked to personal information relating to you. This website does not use cookies for research or any other such purpose.

How we protect your information

Firewalls are used to block unauthorised traffic to our servers and the actual servers are locked in a secure location, which can only be accessed by authorised personnel. We capture your personal information over a secure link using recognised industry standard Secure Socket Layer (SSL) technology which encrypts the data whilst passing it over the web.

Your consent

By submitting any information about yourself or others within this website, you and they consent to its use as set out in this Privacy Policy. If we change our Privacy Policy, we will post the changes on this page and may place notices on other pages of the website, so that you may be aware of the information we collect and how we use it at all times. Continued use of the service will signify that you agree to such changes.

The Internet is a global medium and your information may therefore be transferred outside the European Economic area en route. By submitting your information, you consent to any such transfer.

If you do not want us to have personal information about you, please do not submit it to us.

Transfer of Website

Notwithstanding anything else that has been agreed or represented (in the Conditions of Use, Privacy Policy or otherwise) if the www.chubbinsurance.co.uk and www.chubbsecurehome.co.uk website is transferred to another provider we may transfer to the new provider any information which we have obtained from you in connection with www.chubbinsurance.co.uk and www.chubbsecurehome.co.uk, providing the new provider undertakes (in terms which are enforceable by you) to hold it in accordance with the Privacy Policy and the Terms of Use.