Sureterm Direct Terms Of Business
Sureterm Direct - Important Information & Terms of Business -
About us
Sureterm Direct Limited is an independent intermediary and is part of the Capita Group plc
Who are we regulated by?
The Financial Services Authority (FSA) is an independent watchdog that regulates the financial services sector. Sureterm Direct Limited is authorised and regulated by the Financial Services Authority. Our FSA registration number is 305300. Our permitted business is arranging general insurance (non-investment) contracts. You can check this on the FSA register by visiting the FSA’s website www.fsa.gov.uk/register/ or by contacting the FSA on 0845 606 1234
Compensation Scheme
If we or your insurer 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 website at www.fscs.org.uk or by calling us.
Products we offer
- We offer products from a range of insurers for private car, small Commercial Vehicle (under 3.5T), motorcycle and household. A list of insurers can be supplied upon request.
- We offer breakdown cover from a limited number of insurers
- We offer caravan insurance from Enterprise Insurance PLC only
- We offer motor legal expenses from Liverpool Victoria Group of Companies
- We offer household legal expenses from AM Trust Legal Assist Limited only
Service we provide
You will not receive any advice or a recommendation from us. We will ask a set of questions to narrow down the selection of products that we will provide details on. You will then need to make your choice about how to proceed.
Our fees and charges
Important note: Our fees are non-refundable even if you cancel your insurance policy.
Fee type |
Explanation of fee |
Amount |
Sureterm Arrangement Fee |
An arrangement fee payable upon inception and renewal of the policy. The value of the fee will be disclosed to you before you decide whether to take out the policy. This fee will be reduced to £10, in addition to the cancellation fee if you cancel within the first 14 days and have made no claims. If you have paid by Direct Debit this figure will include the direct debit arrangement fee. |
As Disclosed |
Mid-term Adjustment fee |
Any mid-term adjustment (no fee is payable for any change to the policy within the first 14 days of cover) |
£30 |
Cancellation |
Fee payable if you cancel our contract |
£30 |
Cancelled or rejected payment |
Fee payable if the payment is cancelled |
£30 |
YYou may also incur the following costs from your insurer or credit provider:
- Insurer charges on cancellation – practices vary so please refer to your policy documents for any specific arrangements
- Credit charges vary according to the chosen payment-option so please check your credit agreement carefully for full details
- Arrangement Fees may be withdrawn with prior agreement.
Refunds
The minimum amount we will refund is £10 therefore any refund below this amount will not be given.
What to do if you wish to complain
We always aim to provide a high standard of customer service. In the unfortunate event that you wish to complain about our service or the administration of your policy, please contact us at the following and we will arrange for the right person to investigate and attempt to address your concerns:
- Call Customer Services on 08445761212.; or
- Write to our Customer Service Manager at: Sureterm Direct, Lancaster House, Meadow Lane, St Ives, Cambridgeshire, PE27 4ZB; or
- E-mail us at: Customerservicemanager@sureterm.com
- If you remain dissatisfied with the outcome of your complaint, you may be entitled to refer it to the Financial Ombudsman Service (FOS), whose address is: South Quay Plaza, 183 Marsh Wall, London, E14 9SR. Telephone 0845 080 1800. Please note the FOS and the FSCS do not operate in the Channel Islands or the Isle of Man.
Feedback
If you would like to provide us with feedback regarding any aspect of our products or services, good or bad, details can be submitted via our website at www.sureterm.com/feedback.
How to amend your policy
If you want to make a change to your policy, please telephone a member of our Customer Services team on 0845 2020 230 and let us know of the change that you wish to make and the date that you wish the change to be effective from. If we, and your insurer, agree to the change we will also agree on the effective date of the change. No advance notice is required. We will let you know of any additional premium to be paid and any fee that may be payable for the mid-term adjustment (see section entitled ‘Our Fees and Charges’ for details of any applicable fees).
How to report a claim
To report a claim please call us on 08445761205. You will be asked to provide various details, including the following:
- The date, time and location of the incident
- Details of any other parties involved (if relevant)
- Details of any independent witnesses to the incident
- Information about any emergency services that attended the incident (eg. Crime reference number)
How to cancel your policy
Telephone, email (cancellations@sureterm.com) or write to our office instructing us to cancel. Please ensure you confirm the date you would like this to be effective from otherwise we will not be able to process your request without further contact to confirm the details. Please also do the following:
- For motor vehicle insurance products, please return the certificate of insurance. Any applicable refund will not be issued until the certificate of insurance or lost certificate declaration is received by us.
- For Household and any additional products, no further action is required and any applicable refunds will be made upon receipt of your instruction to cancel the policy.
NB: We may need to confirm the details of the card or account to be refunded before the refund can be processed.
Renewing your policy
Inviting renewal with the most competitive insurer:
We will invite your renewal with our most competitive insurer and, before your renewal date, we will send the details out in the post, including the premium payable and the full terms and conditions, for your consideration. You will need to let us know if you want to go ahead with the renewal and provide appropriate payment. Should we not hear from you, the policy will lapse on the expiry date and you will have no cover after that date If you would prefer us to renew with your current insurer, please tell us when you call.
Automatic renewal by prior agreement:
If you pay your premium by instalments, and we have previously agreed in writing to automatically renew your policy with the most competitive insurer, unless we hear from you, we will make the necessary arrangements and issue the documentation to you regarding your renewed policy. If you no longer wish your policy to renew automatically, you should let us know immediately by contacting us on 08004588590 and selecting Option 1 from the menu.
Your duty to disclose information
It is important 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 complete. You, or anyone acting on your behalf, must also tell us about any changes such as a reduction or increase to the sum insured, the risk address, the occupation for any party on the policy, etc. Failure to provide true and complete information could invalidate your policy and/or any claims made under it. Under the conditions of your policy you, or anyone acting on your behalf, must also tell us about any incidents relating to the subject of the insurance cover such as a fire, theft or loss. When you tell us about an incident, we will pass information relating to it to a database and will share it with your insurer.
Withholding documents
We reserve the right to withhold certain documents, such as proof of any no claims discount entitlement, whilst there is any outstanding premium or charges owed to us. We will however, ensure that you have the documents required by law.
Preventing and detecting fraud
Insurers pass information to the Claims and Underwriting Exchange Register, run by Insurance Database Services Ltd (IDS Ltd), the Hunter Database, run by MCL Software Ltd and the Motor Insurance Anti-Fraud and Theft Register run by the Association of British Insurers (ABI). The aim is to help us to check information provided and also to prevent fraudulent claims. When we deal with your request for insurance, we may search these registers. Under the conditions of your policy, you must tell us about any incident (such as an accident or theft) which may or may not give rise to a claim. When you tell us about an incident, we will pass information relating to it to the Registers. Your policy details will be added to the Motor Insurance Database (MID), run by the Motor Insurers' Information Centre (MIIC). MID data may be used by the DVLA and DVLNI for the purpose of Electronic Vehicle Licensing and by the Police for the purpose of establishing whether a driver's use of the vehicle is likely to be covered by a motor insurance policy and/or for preventing and detecting crime. If you are involved in an accident (in UK or abroad) other UK insurers, the Motor Insurers' Bureau and MIIC may search the MID to obtain relevant policy information. Persons pursuing a claim in respect of a road traffic accident (including citizens of other countries) may also obtain relevant information which is held on the MID. You can find out more about this from your insurer, or at www.miic.org.uk. We may search these databases when you apply for insurance, in the event of any accident or claim, or at time of renewal to validate your claims history or that of any other person or property likely to be involved in the policy or claim.
In order to prevent and detect fraud we or the insurers on our panel may at any time:
- Share information about you with other organisations and public bodies including the Police
- Check and/or file your details with fraud prevention agencies and databases, and if you give us false or inaccurate information and we suspect fraud, we will record this.
We and other organisations may also search these agencies and databases to:
- Help make decisions about the provision and administration of insurance, credit and related services for you and members of your household;
- Trace debtors or beneficiaries, recover debt, prevent fraud and to manage your accounts or insurance policies;
- Check your identity to prevent money laundering, unless you furnish us with other satisfactory proof of identity;
- Undertake credit searches and additional fraud searches.
NB: You should share this information with all the parties named in your policy.
Data protection
For Data Protection Act purposes Sureterm Direct Ltd is the Data Controller. We will hold and process your personal data for insurance administration and marketing and may be shared with other companies within the Capita Group plc. A full list of the companies within the Group can be obtained by writing to the Data Protection Officer, Sureterm Direct, Lancaster House, Meadow Lane, St Ives, Cambridgeshire, PE27 4ZB. For the above purposes, the information may also be passed to selected third parties, insurers and reinsurers, and may be processed outside the European Economic Area (EEA). You understand that all personal data you supply must be accurate, and you have the specific consent of those other persons insured to disclose their personal data. You may request a copy of the information held by Sureterm Direct a charge of £10 will be made to cover our costs.
Sureterm Direct Limited likes to keep you up-to-date about its own products and services and those of other companies that might be of interest to you. However, if you prefer not to be kept informed please write to: The Data Protection Officer, Sureterm Direct Limited, Sureterm Business Centre, 3 Sovereign Court, Ermine Business Park, Huntingdon, Cambridgeshire PE29 6YL or alternatively email data@sureterm.com
Who can we speak to regarding your policy
At the request of many of our customers and to make managing your insurance policy more flexible and convenient, it is our policy to deal with other parties regarding your insurance policy as long as we are satisfied that they are acting on your behalf. This includes all activities relating to the arranging and administration of your policy, such as quotations, amendments, claims, complaints and the cancellation of the policy. We will assume that you are happy to proceed on this basis unless you advise us otherwise. If at any time you only want us to deal with you, or specific named parties, please call us to let us know immediately and we will note our records accordingly.
Call Recording
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.
Governing law
This document, and all other information that we issue, is directed at United Kingdom residents and shall be governed by, and work in accordance with, English Law. It is also subject to the jurisdiction of the English courts.