TERMS OF BUSINESS

IMPORTANT NOTICE TO CLIENTS EXPLAINING OUR TERMS OF BUSINESS FOR PRIVATE CUSTOMERS AND INDEPENDENT BROKER STATUS

OUR SERVICE
In arranging insurance for our clients, McKenzie Insurances Ltd act as Independent Brokers. Our service includes: advising you on your insurance needs; arranging your insurance cover with insurers to meet your requirements; and helping you with any ongoing changes you have to make. We can also issue policies on behalf of certain insurers. We act on your behalf in arranging your insurance. We offer a wide range of insurance products and have access to leading insurers in the market place. As your Independent Broker, we are Authorised and Regulated by the Financial Services Authority (FSA). We will send you documents confirming the full details of your cover and the insurer, and details of the premium(s) you have paid.

PROFESSIONAL INDEMNITY
We conform to the FSA requirements in respect of Professional Indemnity Insurance. This type of Insurance is mandatory for all FSA authorised and regulated Independent Intermediaries.

DISCLOSURE
It is your responsibility to provide complete and accurate information to insurers when you take out your insurance policy, through the life of your policy, and when you renew your insurance. Failure to disclose information pertaining to your insurance, or any inaccuracies in information given, could result in your insurance policy being invalid or cover not operating fully. It is important that you ensure all statements you make on proposal forms, claim forms and other documents are full and accurate. If a form is completed on your behalf, you should check that the answers shown to any questions are true and accurate before signing the document.
You are reminded that it is an offence under the Road Traffic Act to make false statements or withhold any relevant information to obtain a Certificate of Motor Insurance. Please note that under the Rehabilitation of Offenders Act 1974 you are not required to disclose convictions regarded as spent. You are also advised to keep copies of any correspondence you send to us or direct to your insurer.
If you are in any doubt about whether information is material, you should disclose it.

PREMIUMS AND FINANCIAL ASPECTS
In order to be able to offer you credit facilities, we are registered under the Consumer Credit Act and our Licence Number is 485889. We normally accept payment by guaranteed cheque or cash and the Insurers have facilities to accept payment from most major credit cards. You may be able to spread your payments through insurers’ instalment schemes and a credit scheme with a third party finance provider. We will give you full information about your payment options when we discuss your insurance in detail.

CHARGES
As Independent Brokers, we are paid commission by your insurance company, details of which are available on request. We do not normally make any other charges to cover the administration of your insurances. We do, however, reserve the right to make charges in certain circumstances and the specific charge and purpose of any additional charges will always be advised to you in advance.

RETURN PREMIUMS (usually arising if an insurance risk is reduced or a policy cancelled)
On a return premium, we repay commission on the amount to your insurer and this will be deducted from the final amount due to you. In view of the costs involved, we will not issue any return premium that is less than £20.00 (after deducting reclaimed commission). An amount less than £20.00 will be held to your credit and can be utilised against any future insurance policy with us. If a policy is cancelled, we will refund any return premium due (after deduction of the commission and our charge).

QUOTATIONS
All quotations are subject to change in respect of the amount of premium indicated, and/or the terms and conditions that are applied.

THE RIGHT TO CANCEL
Under FSA regulations you have the right to cancel your insurance policy without penalty and without giving any reason within 14 days from the day of the insurance policy being put in place. Please note that notification of cancellation must be in writing and dispatched before the deadline expires.

CLAIMS
When we receive notification of an incident that might give rise to a claim under your policy, we will inform the insurer without delay and, in any event, within three working days. We will advise you promptly of insurers’ requirements concerning claims, including the provision, as soon as possible, of information required to establish the nature and extent of a loss. We will notify you of any request for information we receive from your insurers. We will forward any payments from insurers in respect of any claim, to you, without delay.

CUSTOMER PROTECTION INFORMATION
It is our intention to provide you with a high level of customer service at all times. If there are occasions when we do not meet your standards, please contact the member of staff you were dealing with, either verbally or in writing. They will take details of your concerns and we will then acknowledge in writing, advising you of who is dealing with the matter and attempt to address this within 5 working days. If our investigations take longer, we will provide a full response within 20 working days, or explain our position and provide timescales for a full response. If you remain dissatisfied, please ask to speak to the Managing Director of the business. If we find that your complaint is valid, we will agree with you a mutually acceptable form of redress As we are members of FSCS, should you feel the problem has still not been resolved, then you may wish to seek referral to the Financial Ombudsman Service. If your complaint relates to a contract of insurance, please direct your complaint to the Chief Executive of the authorised insurer, as stated in your policy document. If your query relates to the cover afforded by your insurance policy, you may contact the following:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Tel No. 0845 080 1800
Fax No. 020 7964 1001
Email. enquiries@financial-ombudsman.org.uk

By making a complaint, you do not prejudice your rights to any legal proceedings. The parties to a contract of insurance covering a risk situated in the United Kingdom are permitted to choose the law applicable to the contract. English Law will govern your insurance.

CONFIDENTIALITY AND DATA PROTECTION
All personal and sensitive information about our clients is treated as Private and Confidential. We will only use and disclose the information we have about private individuals in the normal course of arranging and administering their insurances, and will not disclose any information to any other parties without their written consent. Unless we are notified to any changes, we shall assume the personal and sensitive data we hold about our clients is correct, and shall use it to provide quotations when policies fall due for renewal. We may pass information about you to credit reference agencies for the purpose of arranging payments by instalments, and may also pass to them details of your payment record with us. Under the Data Protection Act 1998, private clients have a right to see personal information about them that we hold in our records. A charge may be made for this service. If you wish to exercise this right, or have any other related queries, you should write to us at:

W H G McKenzie
McKenzie Insurances Ltd
21Q Enterprise Road
Bangor
BT19 7TA

The Claims and Underwriting Exchange Register Insurers share information with each other via the Claims and Underwriting Exchange Register, and the Motor Insurance Anti-Fraud and Theft Register, to aid the prevention of fraudulent claims. In the event of a claim, the information you supply on the claim form, together with any other information relating to the claim, will be put on the Registers.

MOTOR INSURER INFORMATION CENTRE (MIIC)
Insurers are legally required to provide and maintain details of motor insurance policies to the Motor Insurance Database to which the police and others have access. This helps the pursuance of claims following accidents and aids detection of those who are in contravention of the law by not taking out insurance. USE FOR MARKETING PURPOSES We may use information held about you, to provide you information about other products and services which we offer, and which we feel may be appropriate to you, by email, telephone, post or other means. You may exercise your right to give notice to stop data being processed for marketing purposes by contacting us at any time. Please call us on 028 9127 1668 or write to us at:

McKenzie Insurances Ltd
21Q Enterprise Road
Bangor
BT19 7TA

POLICY TERMS AND CONDITIONS AND WARRANTIES
You should read through all policy terms, conditions and warranties shown on your policy documentation. Please ensure you understand them and are able to follow their requirements exactly. If not, please advise us immediately, as a breach of any terms, conditions or warranties may enable your insurer to terminate your policy from the date of that breach, and/or repudiate a claim under your policy.

CONFLICT OF INTEREST
If at any time we feel there is a conflict of interest between any of the parties involved, we will explain the position fully to you and the final decision to proceed or otherwise will rest with you.