Household, Contents & Travel Insurance

Our Service

We are an Independent Insurance Intermediary and we will act on your behalf in:

Arranging your insurance cover with insurers to meet with your requirements or where requirements cannot be fully met, provide you with enough information to enable you to make an informed decision
Helping you with any changes that you need to make to your insurance during the policy period.
Telling you when you need to renew your policy in time to allow you to consider and arrange any continuing cover.

Who regulates us?

Inval Holdings Ltd trading as Routen Chaplin is authorised and regulated by the Financial Services Authority. Our FSA number is 304376 Our permitted business is advising on, arranging, transacting and administering general insurance contracts. You can check this on the FSA’s Register by visiting the FSA’s website www.fsa.gov.uk/register or by contacting the FSA on 0845 606 1234.

Internet sales

By using our website to obtain quotations and accept policies you agree that your information will be saved in a durable medium and you will not receive any advice or recommendation from us. We are not under a contractual obligation to conduct online insurance business exclusively with one or more insurance undertaking. We may ask you some questions to narrow down the selection of insurance policy offered. You will need to make your own choice on how you wish to proceed. You may request a list of insurance undertakings with which we may and do conduct online business. A policy summary will be provided with each quotation providing useful information. This is a summary only and the precise cover, terms, conditions and exclusions that apply are defined in the relevant policy booklet.

Information on Costs

In addition to the premiums charged by insurers, we may charge professional fees to cover the placing and administration of your insurance. Such fees will be clearly identified at the point of sale. We earn the entirety of our commission and/or fees when your risk is successfully placed and take our commission and/or fees immediately upon receipt of payment unless agreed otherwise with your Insurer.

Mid-term adjustments:
In the event of an adjustment that results in a return of premium we will refund the premium due net of our full commission and any charge made by Insurers.

Cancellation

For policies accepted using our website, you are entitled to a 14 day cooling off period, which commences from either the day of conclusion of the contract or the day on which you receive full terms and conditions of the contract, whichever is the later. If you decide to cancel the policy during this period, assuming no claims have been made, a pro rata charge will be made by your Insurers and Routen Chaplin will make a £30 charge to cover the administration costs of setting up and cancelling your policy. The Certificate of Insurance must be returned. Exclusions do apply, please contact Routen Chaplin for further details.

You may cancel your insurance at any time by returning your Certificate of Insurance to us along with your instructions to cancel the policy. If you have not made any claims during the current period of insurance, you may be entitled to a refund in accordance with the scale in your policy booklet. We will refund any premium due net of our full commission and any charges made by Insurers. Cancellation refunds are not normally provided if there has been a claim in the current period of insurance.

Payment Terms

For policies accepted using our website we require payment of the premium in full by credit or debit card at the time the policy is accepted. For other payments we normally accept payment by guaranteed cheque, debit or credit card or bankers automated clearing system (BACS). Payment must be made in full within 14 days of any alteration and prior to the renewal date if the policy is renewed. If you do not meet any payment due you acknowledge and agree that we may instruct on your behalf the relevant insurer to cancel the insurance. Any refunds of premiums will be offset against any amounts outstanding. You will be responsible for paying any time on risk charge and putting in place alternative insurance and/or payment arrangements you need. Should payment not be made within our stated terms of trading with reluctance, a £30 or 15% charge (whichever is the greatest) will be added to your account, should it be necessary to pass outstanding invoices to an agency for recovery.

How we will handle your money

We are the Agent of Insurers for the collection of certain premiums. Our client bank account has been set up in accordance with the strict rules laid down by the FSA. In arranging your insurance we may employ the services of other intermediaries who are regulated by the FSA and your premium may be passed to these intermediaries for payment to insurers. We will retain any interest derived from holding your money.

Your Responsibilities

It is your responsibility to provide complete and accurate information to us and insurers when you take out your insurance policy, throughout the life of your policy and when you renew your insurance. It is important that all statements you make on quotation forms, 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 of the questions are true and accurate before signing and/or submitting the document. Failure to disclose any material information to your insurers could invalidate your insurance cover and mean that part or all of a claim may not be paid. If you are in any doubt as to whether information is material, you should disclose it.

In consideration of being granted temporary insurance cover under the policy without providing proof of your no claims bonus, copy driving licence or any other requested documentation, should we request any or all of these, you will forward these to us on demand. Failure to provide any requested documentation in the specified timescale may result in increased premiums and/or cancellation of the policy. In the event of such cancellation a time on risk charge will be applied based on your premium and our £30 cancellation fee will be added to this.

Claims

As part of our service we can assist you with any claim you need to make. When you first become a customer we will give you details of how you can make a claim and tell you what your responsibilities are in relation to making claims. If you are ever in any doubt as to what action to take in the event of a claim, please contact us at the address given below.

Complaints

It is our intention to provide you with a high level of customer service at all time. If you should wish to make a complaint about our service we have a formal complaints procedure. In the first instance you should contact us at the address given below. Please address your complaint to the Complaints Manager. We shall supply you with a copy of our complaint procedure upon receipt of a complaint or at any time upon request. You will be advised of any redress available to you, should you believe the matter has not been resolved to your satisfaction. If you cannot settle your complaint with us you may be entitled to refer it to the Financial Ombudsman Service. We will advise you if you are able to refer any complaint to the Financial Ombudsman Service.

Financial Services Compensation Scheme (FSCS)

We are covered by the 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 this increases to 100% of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS.

Confidentiality

All personal information about you will be treated as private and confidential. We will only use and disclose information we have about you in the normal course of arranging and administering your insurance. We may pass information about you and your policies to credit reference agencies and finance providers for the purpose of arranging payments via instalments and may also pass to them details of your payment record with us. We may pass information about you and your policies to parties acting on your behalf in relation to any claims which you may make. We will not disclose any information to any other parties without your consent, unless required to do so because we are authorised by the FSA, it is in the public interest, or we have to by law. We may, however, use the information we hold about you to provide information to you about other products and services which we feel may be appropriate to you. Under the Data Protection Act 1998 you have a right to see personal information about you that we hold in our records. If you have any queries in this regard please write to us.
If you do not wish to receive marketing information from us please let us know by contacting us at the address below.

Claims and Underwriting Exchange Register and Motor Insurance Anti-Fraud Register

Insurers pass information to the Claims and Underwriting exchange register operated by Database Services Limited and the Motor Insurance Anti-Fraud Register compiled by the Association of British Insurers. The objective is to check information provided and to prevent fraudulent claims. Motor insurance details are also added to the Motor Insurance Database operated by the Motor Insurers’ Information Centre (MIIC), which has been formed to help identify uninsured drivers and may be accessed by the police to help confirm who is insured to drive. In the event of an accident, this database may be used by insurers, MIIC and your motor insurer to identify relevant policy information. Other insurance related databases may also be added in the future.

Applicable Law

This Terms of Business document is subject to English Law.

Please do not hesitate to contact us if you have any queries with regards to any points mentioned in our Terms and Conditions of Business.

Routen Chaplin, 130 Derby Road, Long Eaton, Nottingham, NG10 4ER
Tel: 0115 9734437
Fax: 0115 9730729
email: insurance@routenchaplin.co.uk