Terms of Business

About Us

Abbey Insurance Brokers Limited is a company registered in Northern Ireland under company registration number NI053754. Open + Direct Insurance is a trading name of Abbey Insurance Brokers Limited. Our registered office is 10 Governors Place, Carrickfergus, County Antrim, BT38 7BN. We are a wholly owned subsidiary of Prestige Insurance Holdings Limited and are authorised and regulated by the Financial Conduct Authority. Our Firm Reference Number is 434752. You can confirm this on the Financial Services Register by visiting the FCA website at www.fca.org.uk or by contacting them on 0800 111 6768. We are also licensed under the Consumer Credit Act and the Data Protection Act.

We are an insurance intermediary providing advice about products and services, arranging cover on your behalf and helping you with any ongoing changes you have to make. We may also offer you carefully selected products and services connected with your insurance. Such products and services are sold separately and are non-compulsory.

Our Motor, Home and Taxi products are selected from a panel of insurers using a fair analysis of the market, all other products are provided by single insurers. A list of the single insurers used for these products is available upon request

Fees

In addition to the premiums and charges made by your Insurer, we reserve the right to make an administration charge of up to £20.00 for (but not limited to) arranging cover, mid-term changes, duplicate/replacement documents, confirmation of driving experience, missed or late payments, amendments to existing instalments and direct debits, administration of refunds and issuing cheques. Any renewal fee(s) will be shown on your renewal notice and any fee(s) applied in respect of new business will be advised at quotation stage. If paying by instalments please refer to your credit agreement for conditions and charges. For each transaction we conduct we will issue you with a receipt showing the amount of any monies paid.

Cancellation refunds will have a charge of £50.00 deducted. If we cancel a policy due to non-payment, all monies paid up to cancellation will be forfeited. We reserve the right to recover any discounts allowed by us during the term of your policy after cancellation and offset such discounts against any refund due.

We offer a wide range of payment options including cash, cheque, credit/debit card and various instalment options. We will give you full information about our payment options when we discuss your insurance with you in detail.

Cancellation Rights

Consumers have the right to cancel without penalty within the first 14 days. This is known as the ‘cooling off’ period and runs from the date on which your policy starts or on which you receive your policy booklet and schedule, whichever is the later. This right only exists for policies where the duration of cover provided is greater than 30 days. If you cancel within this period you will only be charged for services received up to the date of cancellation by us and your insurer, including any administration costs involved in setting up and/or cancelling the policy. If you wish to do so, please notify us immediately by writing to your local branch and enclosing any documentation previously sent by us.

You may also cancel your policy at any time during the contract term by writing to your local branch enclosing your current Certificate of Insurance, however, if you do not cancel within the 14 day ‘cooling off’ period, you may incur a higher charge for cancellations after this time by both us and your insurer. After this 14 day period, Home and Motor Legal Expenses, Motor Breakdown, Home Emergency, Excess Protect, Replacement Car Benefit, Key Care and GAP premiums are non-refundable.

Complaints

We are committed to providing all our customers with the highest levels of service at all times, however, if you have cause to complain we would ask that you either speak to a member of our staff or write to us at Abbey Insurance Brokers Limited, 10 Governors Place, Carrickfergus, Co. Antrim BT38 7BN. We will aim to resolve your complaint as quickly and informally as possible in accordance with our complaint handling process. Full written details of our internal complaint handling process are available upon request.

If you are not satisfied with our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service, without prejudice to your right to take legal proceedings, at South Quay Plaza, 183 Marsh Wall, London, E14 9SR. Tel: 0300 1239 123. www.financial-ombudsman.org.uk.

Financial Services Compensation Scheme (FSCS)

We are covered by the FSCS and you may be entitled to compensation from this scheme should we be unable to meet our liabilities.

Disclosure of Information

When taking out, renewing or amending your insurance, please take reasonable care to answer all the questions honestly and to the best of your knowledge. If you don’t, your policy may be cancelled, or treated as if it never existed, or your claim rejected or not fully paid.

Handling Client & Insurer Money

We hold monies collected for onward transmission to insurers, together with return premiums and credits due to clients from insurers, either on your behalf or on behalf of your Insurer as their agent in a non-statutory trust client bank account held in accordance with FCA rules. The Deed of Trust permits us to use the account to make advances of credit to our clients in order to fund their premiums, subject to strict conditions. For the purpose of some transactions, client money may pass through other authorised intermediaries before the insurer receives it. Where we collect or hold money as agent of the insurer we may also hold that money in the same bank account as monies held on behalf of clients. Any interest earned on monies held in such account(s) will be retained by us, except in cases where interest on individual client’s monies exceeds £20. In such cases we will seek your consent to retain such interest. In dealing with us you are giving your consent to us handling your money in this way.

Documents

We may withhold certain documents (such as your insurance certificate or proof of no claims discount) until all payments due under the policy have been made (including any monies owed after cancellation). Any agreed credit facilities will be subject to a written agreement, which will include authority for us to retain your documents until all payments have been received. By placing business with us, you agree that delivery of any certificate(s) of insurance to us shall constitute delivery to you in accordance with statute law. All communication from us, all contractual terms and conditions and all documentation provided in connection with your policy will be provided in English. This agreement shall be governed by and construed in accordance with the laws of Northern Ireland.

Privacy Notice and Data Protection

We act as Data Controller for personal data you supply in accordance with the EU General Data Protection Regulations and any relevant national law. We will collect, hold and process data when necessary for the performance of your contract, for our legitimate interests as an insurance intermediary and in compliance with any legal obligations. We will only hold your personal data for as long as required by law. Calls will be recorded for training and quality purposes. Recordings may be supplied to 3rd parties if required to investigate a claim, complaint or suspected fraud. To deliver our services we may use third party processors (e.g. underwriters, debt recovery firms, credit reference agencies and fraud prevention agencies).

You have the right to access personal information held about you by us, to restrict processing of inaccurate information, request that we correct any inaccuracies in the information held about you and to request the erasure of your data in certain circumstances.

Our full Data Protection policy is available on our website www.abbeyinsurance.co.uk/data-protection or in writing on request. You can find more details about data protection from the Information Commissioner’s Office at www.ico.org.uk.