Customer charter

We aim to make buying travel insurance online as quick and as easy as possible by providing you with all the information you need to make your purchase decision. Once you have purchased your travel insurance policy we will provide you with exceptional customer service both online and via our call centre. Please take a moment to read about our:

Promise of Service – Our promise to you

Terms of Business – Important information about the use of this site and the insurance products offered

Privacy Policy – Protecting your right to privacy as a consumer of our online insurance service

Our Promise Of Service to You

· Ensure that all enquiries are dealt with by trained, professional staff empowered to give clear and concise answers.

· That claims will be handled efficiently and professionally.

· Correct any mistakes and handle any complaint quickly.

Money Back Guarantee

If for any reason your travel insurance policy does not meet your requirements, contact us within 14 days of purchase and we will make a full refund, providing that a reason to claim does not exist and you have not yet travelled.

FSA

All our policies comply with the standards and regulations as laid down by the Financial Services Authority which covers;

· All matters relevant to the fair treatment of customers.

· Financial requirements of intermediaries.

· Complaints procedures and the availability of redress.

· Competence and training of insurance employees.

For more information, please visit www.fsa.gov.uk

Terms of business

Please read these terms and conditions carefully as they contain important information about the use of this site and the insurance products it offers. In all cases the policy wording contains the full terms and conditions for the insurance product and is not changed or altered by any of the following.

Important Information about our travel insurance products

Territorial Availability
The Insurance, herein referred to or offered for sale, is only available to habitual residents of the United Kingdom, Channel Islands, Isle of Man and where applicable Eire.

Several Liability
The subscribing Insurers' obligations under contracts of insurance to which they subscribe are several and not joint and are limited solely to the extent of their individual subscriptions. The subscribing Insurers' are not responsible for the subscription of any co-subscribing Insurer who for any reason does not satisfy all or part of its obligations.

Law/Jurisdiction
The Underwriter and You are entitled to choose the law applicable to the insurance contract. The Underwriter chooses English law and, in the absence of any agreement to the contrary, English law shall apply.

Premiums and Premium Refunds
All premiums include Insurance Premium Tax (IPT), currently levied at 17.5%. This insurance is non-transferable. No premium will be refunded, either in full or on a pro-rata basis, after the expiry of the money-back guarantee period. See our Promise of Service for further details.

Security and Privacy Policies
Primary Insurance always endeavour to protect your information and provide you with a secure and efficient service. We adhere to guidelines and requirements of Lloyds of London, Financial Services Authority, Consumer Credit Act and the Data Protection Act.

Provision of the Primary Online Booking Service (Service)
In order to purchase any insurance product you must be, and you represent and warrant that you are, at least 18 years of age. You may buy an insurance policy on behalf of someone under the age of 18 years of age. The Service is accessed via a telecommunications connection. You are responsible for the provision of and payment for telecommunications services plus a suitable PC, modem and any other items of hardware or communications equipment necessary to enable you to access the Service. In no circumstances will we be able to issue refunds against charges you incur for such items or services. You are responsible for the costs incurred in contacting the Customer Services Call Centre and in no circumstances will we be able to issue refunds against these charges.

Use of the Service
You agree to use the Service for lawful purposes only, and in a manner which does not infringe the Rights of, or restrict or inhibit use or enjoyment of the Service by any other persons. The Service must not be used:

· Fraudulently or in connection with a criminal offence;

· To impersonate others which conceals identity.

Policy Document
You should read the insurance policy document carefully. It gives you full details of what is and is not covered and the conditions of the cover. Cover will vary from policy to policy and insurer to insurer.

Conditions, Exclusions and Warranties

Conditions and exclusions will apply to individual sections of your insurance policy, while general exclusions, conditions and warranties will apply to the whole of your insurance policy.

Duty of Disclosure
A contract of insurance requires you to disclose all relevant facts and to give full and true answers to all questions. If you fail to do so your insurance cover may not protect you in the event of a claim.

Date Recognition Failure
Your insurance policy may contain exclusions for losses arising from the failure of equipment to correctly recognise the calendar date, such as the change to the year 2000.

Restrictions
You acknowledge that the copyright in this website belongs to us. Accordingly this website (and its source HTML code) may not be used, transferred, copied or reproduced in whole or in part in any manner other than for private use only. You are prohibited from reproducing any part of this website in any material form without our prior permission.

Linking to other sites
We provide links from this website to other websites which may be of interest to you. However, we do not accept any responsibility for the content, product offerings or availability of those linked websites.

Privacy Policy

We are committed to protecting your right to privacy as a consumer of our online insurance services. It is our policy to respect the privacy of private communication. We collect information about our customers in order to help us continually improve the service we offer. We will always adhere to the UK Data Protection Legislation and are guided by the policies of the General Insurance Standards Council. Your personal details are stored securely on servers within the United Kingdom.

Data Protection Statement

What data do we collect?

We will collect personal data as provided to us during the travel insurance quotation process, which you agree to supply us as accurate. We will also collect personal data from other parts of the Online Insurance service as required to issue you with the insurance policies purchased. We use cookie technology to collect anonymous information such as number of visitors to the website, but it is purely statistical and cannot be used to identify any individual user.

We will only use the personal information we collect:

in the normal course of our business to provide the products and services you have requested

· to identify you when you contact us

· to build up a profile of your insurance requirements to determine if we can offer you a better service or more relevant products

· to send you renewal notices by e-mail or post when relevant

· for credit assessment

· for statistical analysis, including automated techniques and to monitor and analyse our business

We will only disclose the personal information we collect to:

· our agents and sub-contractors to issue and administer your policy or claims and to conduct our business

· the parties involved in the underwriting of your policy

· for debt tracing or fraud prevention

· if required or compelled to do so by law

Changes to the Privacy Policy
If we do change or amend our privacy policy we will notify customers via this site. The Privacy Policy will always be easily accessible online throughout the site.

Unless specified to the contrary, Your Policy is governed by UK and, where appropriate, European Law.

This text is not a substitute for Your Policy.

Please read Your Policy carefully.

Authorised and regulated by the Financial Services Authority. Firm No.309647