Customer Charter

Promise of Service

Because your insurance is arranged through Castle Cover Limited, you have the peace of mind in knowing that all the insurance policies sold comply with Financial Services Authority regulation. This covers:

• all matters relevant to the fair treatment of customers;
• financial requirements of intermediaries;
• complaints procedures and the availability of redress for customers;
• competence and training of insurance employees.

For more information, please visit the Financial Services Authority at www.fsa.gov.uk 

This travel insurance product has been arranged exclusively with one provider, which has been selected for value and service.

Your Right to Cancel

We offer a 14-day cooling-off period that means that if for any reason you are not satisfied with your policy, you should return it to Castle Cover Travel Insurance, c/o TPS (Insurance Admin Services) Ltd, Prince of Wales Road, Norwich NR1 1AW and we will refund your premium in full provided a reason to claim does not exist and you have not yet travelled. 

For your protection

It is our intention to provide you with a high level of customer service at all times, however if you should wish to make a complaint about our service we have a formal complaints procedure. Our full complaints procedure is stated within the Policy Booklet.

Your duty to provide information

It is your responsibility to provide complete and accurate information to insurers when you take out your insurance policy, throughout the life of your policy, and when you renew your insurance. It is important that you ensure that all statements you make on application forms, claim forms and other documents are full and accurate.

Please note that if you fail to disclose any material information to your insurers, this could invalidate your insurance cover and could mean that all or part of a claim may not be paid.

Withholding documentation

We may keep certain documents such as your insurance policy documents or certificate while we are waiting for full payment of premiums or administration charges or if you wish us to hold them for you. In these circumstances we will ensure that you receive full details of your insurance cover and will provide you with any documents which you are required to have by law.

Confidentiality

All personal information about you will be treated as private and confidential. We will only use and disclose the information we have about you in the normal course of arranging and administering your insurance, and will not disclose any information to any other party without your consent. We may use information we hold about you to provide information to you about other products and services which Castle Cover offer.

Under the Data Protection Act 1998 you have the right to see personal information about you that we hold in our records. If you have any queries, please contact us in writing at Castle Cover Travel Insurance, c/o TPS (Insurance Admin Services) Ltd, 1 Prince of Wales Road, Norwich NR1 1AW, addressing your letter to The Customer Services Manager.