ABOUT OUR TRAVEL INSURANCE SERVICES

Please find below the terms that apply for customers who are arranging their travel insurance through us with the insurer.

Flexicover Direct is a division of Citybond Holdings Plc of 109 Elmers End Road, Beckenham, Kent, BR3 4SY, which is authorised and regulated by the Financial Services Authority (FSA) to transact general insurance business. Citybond’s FSA Registration number is 312208. You can check this information on the FSA’s Register by visiting the FSA’s website at www.fsa.gov.uk/pages/register or by contacting the FSA on 0845 606 1234.

This travel insurance is suitable for those who wish to insure themselves when travelling in respect of medical emergencies, cancellation, losses of baggage or money, personal liability and similar expenses incurred from their travelling.

We only offer travel insurance products from a single insurer. We do not give advice or make personal recommendations in connection with any travel insurance product. However, we will ask you questions in order to provide you with a quotation, leaving you to make your own decision as to how you wish to proceed and whether this product fulfils your specific insurance requirements.

We collect and hold insurance premiums as an agent of the insurer. When we provide you with a quotation, we will tell you about any fees which may apply in addition to the insurance premium. We do reserve the right to vary them if necessary.

We may charge the following fees:

-         Policy issue: £1.80 per person

-         Policy cancellation within 14 days: £5 per policy

-         Information provision under the Data Protection Act: £10 per request

AUTOMATIC RENEWAL

You will receive a reminder about 3 weeks before your policy is due to expire. If you have chosen to take advantage of our automatic renewal service (where offered), you do not need to contact us, unless anything has changed, as we will use the details you gave us last year to  renew your annual policy. We will tell you about any changes to the premium or the policy terms & conditions.  If you arranged cover for any existing medical conditions, you will need to tell us about them again if you still want cover for them.

YOUR DUTY OF DISCLOSURE

It is important that you provide us and/or your insurers with any information likely to affect the assessment and acceptance of your travel insurance. You are responsible, on an ongoing basis, for providing information that you know, or could reasonably be expected to know, relating to the travel cover we arrange for you. If you are in any doubt as to whether information is relevant then you should disclose it to us and/or your insurers.

COMPLAINTS PROCEDURE

We recognise the importance of service and set ourselves high standards. Should there be an occasion when we do not meet your expectations, we are equally committed to dealing with any complaint in a thorough and professional manner.

If you wish to make a complaint please contact us:

In writing, addressed to Customer Care Manager, Flexicover Direct, 109 Elmers End Road, Beckenham, Kent BR3 4SY; or By email to quality@flexicover.co.uk

If you cannot settle your complaint with us you will be entitled to refer it to the Financial Ombudsman Service.

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme in the unlikely event we cannot meet our obligations to you. This depends on the type of insurance and the circumstances of the claim.

Further information about the compensation scheme arrangements is available from the FSCS (www.fscs.org.uk).

If you wish to cancel your policy within 14 days of receipt of your policy documents, please contact us on info@flexicover.co.uk or 0845 223 4500 for a refund providing you have not travelled and no claim has been made. If you cancel after the first 14 days of receipt of the documents no premium refund will be made.