esure broker limited is registered in England and Wales No. 07464424 at The Observatory, Reigate. Surrey, RH2 0SG. (“we” ”us” “our”)
Who regulates us?
esure broker Limited is an appointed representative of esure Services Limited who are registered in England and Wales number 2135610 at The Observatory, Reigate. Surrey, RH2 0SG and authorised and regulated by the Financial Conduct Authority (FCA) register number 312063.
Esure Services Limited wholly owns esure broker Limited. Both Companies ultimate parent is esure Group PLC.
Our permitted business is dealing in and arranging general insurance (non-investment) contracts. You can check this on the Financial Services register by visiting the FCA’s website www.fca.org.uk or by contacting the FCA on 0800 111 6768.
Products we offer
We offer products from a range of insurers for private car insurance.
We offer Breakdown Assistance Cover from RAC.
We offer Motoring Legal Protection, Personal Injury Cover and Car Hire Cover from esure Insurance Limited.
Service we offer
You will not receive advice or a recommendation from us. We may ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed.
We act as your agent unless otherwise specified in these Terms of Business.
Our fees and charges - are in addition to any charges made by the insurer(s) you have chosen or our third party credit provider.
When we sell a Motor Policy or an optional extra such as Motor Legal Protection, Car Hire Cover, Personal Injury Cover or Breakdown cover we keep a set proportion of the premium and return the rest to the insurer.
In addition, for Telematics Policies we also retain a set amount in commission to cover the telematics box and its service contract.
In addition to a commission we earn on each policy sold, the following charges apply:
We charge £30.25 for any adjustment to your policy.
We charge £30.00 for cancelling your main policy within the 14 day cooling off period.
We do not apply an additional charge to cancel any additional policies within the 14 day cooling of period.
We charge £65.00 for cancelling your main policy outside the 14 day cooling of period.
No refund is given on the additional policies cancelled outside the 14 day cooling of period, except Breakdown Assistance Cover, where a pro-rata refund is given and our mid-term adjustment charge is applied.
Our charges and terms are in addition to any set by your insurer from our panel or the third party credit provider.
How to report a claim
In the first instance call our claims number 0345 603 0390. It is essential that we or your insurer are notified immediately of any claims, or circumstances which could give rise to a claim. When you notify us, you must take reasonable care to answer all questions we ask you honestly and accurately. The management, determination and settlement of any claim will be the responsibility of the insurer. You will need to provide your insurer with full details of the incident as esure broker is not authorised to act on your behalf.
How to amend your policy
You can amend your policy online or by calling 0345 603 0380.
Cancelling your policy
If you buy any general insurance product through us, you will be entitled to a cooling off period of 14 days from the date you receive your policy information to ensure the product meets your needs. If you do not wish to continue, you may cancel your cover within this period and any premium refund will be subject to our and your insurer’s charges.
If a claim has been made, there will be no refund of premium and if you paid for your insurance by instalments, you must pay the outstanding balance in full.
If you decide to cancel your policy at any time after the cooling off period, any refund of premium will be subject to our and the insurers charges. If a claim(s) has been made against your policy, there will be no refund of premium following cancellation. If you pay by instalments, you must continue with your monthly payments or pay the outstanding balance in full.
You can cancel your policy by calling 0345 603 0380.
We have the right to cancel your policy at any time by giving you seven days' notice in writing where there is a valid reason for doing so. We will send our cancellation letter to the latest address we have for you and will set out the reason for cancellation in our letter. Valid reasons may include but are not limited to:
- Where we have been unable to collect a premium payment. We will write to you to notify you that payment has not been received and giving you 7 days notice of cancellation. If payment is not received by that date we will cancel your Policy with immediate effect and notify you in writing that such cancellation has taken place;
- Where we do not receive requested documentation following our written requests, within 21 days from the start date of the policy;
- Where we reasonably suspect fraud; or
- Use of threatening or abusive behaviour or language, or intimidation or bullying of our staff or suppliers.
If we do cancel your policy, we will refund the part of your premium you have not yet used less the underwriter’s cancellation fee and our cancellation fee. This will cover our costs in providing your policy.
If we cancel your motor insurance at any time, we will automatically cancel any cover provided by the additional services and benefits you chose with your main policy cover.
If we cancel your policy because we have been unable to collect the premium by direct debit instalments, we will charge the cancellation fee to take account of our costs in providing your policy and for recovering any premium owed to us for the period of cover. The fees are detailed above.
Renewing your policy
We will invite your renewal in good time prior to the renewal date, supplying you with the relevant information for your consideration to allow you to make an informed decision. If you have paid your annual policy using our third party credit provider by direct debit we will include instalment amounts and will automatically renew the policy for you. You will receive separate notification of your instalment amounts and the dates due. If you have given us continuous credit card authority, the renewal invitation will serve as notice that the agreed card will be debited on or around the renewal date and, subject to the payment clearing, the policy will be renewed. If you do not wish to renew the policy automatically please contact us on 0345 603 7063.
Paying for your policy
If you have chosen to pay for all or part of your policy using a credit or debit card and have given us your permission, we will use the card for future payments and to collect payment arrears where applicable. We will only debit the card if we have given you prior notice or with your consent.
Should there be an outstanding balance on your policy, we will attempt to recover this from you. If we are unable to recover the debt we will pass this to a debt recovery agency. Should this action be required, all associated costs and charges will be passed onto you.
Protecting your money
Prior to your premium being paid to the insurer, and for your protection, we hold your money as an agent of the insurer and your insurance is treated as paid for. Any refund due to you from the insurer may also be held by us as agent for the insurer prior to it being paid to you.
Information about you and changes to your circumstances
You must take reasonable care to ensure that all information you, or anyone acting on your behalf, give us verbally and/or in writing when arranging your cover, making changes to it or making a claim, is true and accurate as failure to provide accurate information could result in a claim being rejected or your policy being cancelled or voided.
You, or anyone acting on your behalf, must also tell us about any changes to your circumstances to ensure that we have the correct information and to ensure you are properly covered. Such changes include, but are not limited to:
- A change of vehicle, address, occupation or use of the vehicle.
- Any drivers you may wish to add to or remove from the policy.
- Any further convictions, including fixed penalties or pending prosecutions.
- Any accidents, claims, losses or damages to any vehicle, whether or not a claim was made and regardless of blame. This includes all types of claims, damages or accidents such as fire, theft or glass damage (windscreen or window).
Any modifications to the vehicle (where the vehicle has been altered from the manufacturer’s specification). This includes changes to the:
- Appearance (cosmetic changes), such as alloy wheels or paint.
- Bodywork, such as body kits or spoilers.
- Suspension or brakes.
- Performance of the vehicle, such as the engine management system or exhaust.
- Audio/entertainment system.
Please note, this list is not exhaustive. If you are in doubt about what you need to tell us, please contact us.
Under the conditions of your policy, you or anyone acting on your behalf must also tell us about any incidents relating to the cover provided such as accidents, fire, theft or losses regardless of whether you decide to make a claim. Information you provide us regarding an incident will be passed to your insurer
Data Protection and Confidentiality
We and the insurer you agree to proceed with will treat your personal information as private and confidential. We and the insurer you agree to proceed with, will however use and disclose the information we collect and hold about you in the course of arranging, placing, administering your insurance and for statistical analysis.
This may involve passing information about you to other insurers, credit reference agencies, debt recovery agencies, other intermediaries, risk management assessors, Anti fraud databases and uninsured loss recovery agencies. Your insurer will confirm the use of your data in their policy wording. We and those we pass your information to may also employ agents, sub-contractors and third parties worldwide; the same duty of confidentiality and security will apply to them and all processing will be carried out under our or your insurer’s instruction.
To make sure you get our best deal and to ascertain the most appropriate payment options for you and to protect you from fraud, we, insurers and third party credit providers may make searches about you and provide information (such as details of your payment record) to credit reference agencies and other organisations. These searches will appear on your credit report whether or not your application proceeds.
We and esure group companies may also use your information to keep you informed by post, email, phone or SMS of other products and services we believe may interest you. If you do not want your personal information used this way please email DPO_Opt_Out@esurebroker.com or write to the Data Protection Officer, esure broker, The Observatory, Reigate, RH2 0SG who will ensure that your information is not used for these purposes. Please include your full name, address, date of birth and policy number (if you have one). If you choose to contact us by email, please note we are unable to accept any liability for data which is lost/abused in transit to us.
You have the right to ask us for a copy of the information we hold about you in our records. You will need to pay a £10 fee. You have the right to ask us to correct any inaccuracies in your information.
In order to prevent and detect fraud we and the insurer you agreed to proceed with may at any time share information about you with fraud prevention databases and public bodies including the Police and the DVLA. If false or inaccurate information is provided and fraud is identified details will be passed to fraud prevention agencies. Law enforcement agencies may access and use this information. We and other organisations may also access and use this information to prevent fraud and money laundering, for example when:
Checking details on and making decisions about applications for credit and credit related services
- Checking details on and making decisions about applications for credit and credit related services
- Recovering debt
- Checking details on proposals
- Checking details of job applicants and employees; and
- Tracing debtors and beneficiaries and to manage your account or insurance policy
Please write to the Data Protection Officer, esure broker, The Observatory, Reigate, Surrey, RH2 0SG if you want to receive details of the relevant fraud prevention agencies.
We and other organisations may access and use, from other countries, the information recorded by fraud prevention agencies.
By accepting these terms you consent to our use of your data in this way.
To prevent fraud any payments or refunds will be made to the account/card which was used to make the latest payment. By providing the account or card details you and/or the account/card holder consent to us doing this.
For mutual protection, to allow us to continually look at improving our customer service and for training purposes all calls may be recorded including outbound calls made by us to yourself or someone acting on your behalf.
What to do if you have a complaint
We're committed to providing you with a first class service but we recognise that there may be an occasion when you feel we may not have done this and wish to make a complaint.
Please call us on 0345 603 0380 and we will try to resolve your complaint at the earliest possible stage. If this can't be achieved we will guide you through our process. All complaints are managed and monitored by our Customer Relations team.
If you can't settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
If you have a complaint regarding your insurer and the service they provide, you will find details of the insurers complaints process in the Policy Wording which is provided when you purchase a policy.
Unless we have agreed otherwise English law will apply to this contract. The courts of England and Wales will have exclusive jurisdiction to adjudicate on any issue between us, unless you live in Scotland, in which case the Scottish courts will have exclusive jurisdictions.
esure Holdings Limited owns 100% of esure Insurance Limited and, indirectly, our share capital.
We will provide the Terms and Conditions of this policy, which apply for the duration of the contract and any communications between us and you in English.
If we were unable to meet our obligations you might be entitled to compensation under the Financial Services Compensation Scheme (FSCS). Further information about the Scheme is available from the FSCS at Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 St Botolph Street, London, EC3A 7QU. Tel 020 7741 4100 or 0800 678 1100 or visit www.fscs.org.uk