TERMS AND CONDITIONS

Information about your contracts of insurance

You will enter into two separate contracts when you take out an insurance policy through us. The first contract is with us for arranging and administering your insurance policy, on your behalf, and we shall charge you arrangement and administration fees for providing our services. Our terms and conditions are set out in this document.

The second contract is with the insurer noted on your certificate of motor insurance and your policy schedule, for providing your insurance and they shall charge you a separate premium inclusive of insurance premium tax, they may also charge fees for the cancellation of your policy. Their terms and conditions are set out in their policy document /book, your statement of insurance, certificate of motor insurance and schedule.

ABOUT US

Sure Thing! is a trading name of Sure Thing Insurance Services Ltd. (referred to in these terms and conditions as “we” ”us” “our” “Sure Thing!”) Registered in England and Wales Company number 08553997. Registered Office: 3 More London Riverside, London, SE1 2AQ. We are an insurance intermediary and not an insurance company. Neither we nor any of the insurers we deal with have a direct or indirect holding in each other representing more than 10% of the voting rights or capital.

WHO REGULATES US?

Sure Thing Insurance Services Ltd is an appointed representative of Ambant Limited who is authorised and regulated by the Financial Conduct Authority (FCA), financial services registration number 486865. You can verify these details by visiting the FCA’s website (www.fca.org.uk/register) or by contacting the FCA on 0800 111 6788.

The FCA require us to give you information to help you decide if our services are right for you and this document outlines our terms and conditions.

Our permitted business is arranging, dealing as agent and assisting in the administration of non - investment insurance contracts.

Consumer Insurance (Disclosure and Representation) Act 2012

Under the Consumer Insurance (Disclosure and Representation) Act 2012, you have a duty to take reasonable care to answer all questions as fully and as accurately as possible. If you volunteer information which is over and above that requested, you must do so honestly and carefully.

You should check your statement of insurance to ensure that all facts given are correct. It is an offence to make any false statement or withhold any information for the purpose of obtaining a certificate of motor insurance. Failure to answer all questions fully and accurately could invalidate your insurance cover and could result in all or part of a claim not being paid.

WHAT PRODUCTS DO WE OFFER?

Private Car Insurance

We act on your behalf when sourcing a private car insurance policy from one of the insurers listed below.

Covea Insurance plc
Ageas Insurance Limited
Aviva - Aviva Insurance Services UK Limited
Axa - Axa Insurance UK PLC
Broker Direct – Broker direct PLC
Eridge – Eridge Underwriting Agency Limited
Highway – Highway Insurance Company Limited
Markerstudy – Markerstudy Insurance Services Limited
Midas – Midas Underwriting Limited
Octane – Octane Underwriting Limited
Premier – Premier Underwriting Limited
Sabre – Sabre Insurance Company Limited
XS Direct – XS Direct Insurance Brokers Limited
Zenith – Zenith Insurance PLC

Van Insurance

We act on your behalf when sourcing a private van insurance policy from one of the insurers listed below.

PUKKA Insure Limited A/S (underwritten by Gefion A/S)
Covea Insurance plc
Ageas Insurance Limited
Aviva - Aviva Insurance Services UK Limited
Axa - Axa Insurance UK PLC
Eridge – Eridge Underwriting Agency Limited
Highway – Highway Insurance Company Limited
Markerstudy – Markerstudy Insurance Services Limited
Octane – Octane Underwriting Limited
Premier – Premier Underwriting Limited
Sabre – Sabre Insurance Company Limited
Zenith – Zenith Insurance PLC

Optional Insurance Products

We act on your behalf when sourcing the following optional policies solely from the insurers listed below with whom we have an exclusive agreement for each type of policy.

Legal Protection Insurance
Insurer: Great Lakes Reinsurance (UK) SE (underwritten by UK General Insurance Ltd

Breakdown Insurance
Insurer: Call Assist (underwritten by DAS Insurance)

Excess Protection & MOT Insurance
Insurer: Business & Domestic (underwritten by AM Trust)

Replacement Vehicle Insurance
Insurer: URIS Group on behalf of Great Lakes Reinsurance (UK) SE (underwritten by UK General Insurance Ltd

Personal Accident Insurance
Insurer: URIS Group on behalf of Great Lakes Reinsurance (UK) SE (underwritten by UK General Insurance Ltd

Windscreen Protection Insurance
Insurer: URIS Group on behalf of Great Lakes Reinsurance (UK) SE (underwritten by UK General Insurance Ltd

Key Insurance
Insurer: Great Lakes Reinsurance (UK) SE (underwritten by UK General Insurance Limited)

Tools In Transit Insurance
Insurer: Supercover Insurance Ltd Great Lakes Reinsurance (UK) SE (underwritten by UK General Insurance Limited)

Non-Insurance Products

We sell vouchers for Nextbase dash cams which are redeemable at Halfords.

WHAT SERVICE DO WE OFFER?

Whilst we may ask you some questions to narrow down the selection of products offered, we do not give you any advice or make a personal recommendation regarding the suitability of the insurance product provided. We provide you with the information needed to make your own informed decision on whether this insurance suits your needs.

Where we can offer you an insurance policy from more than one insurer for the same risk, we will only offer you the policy based on the lowest price.

In respect of any claims you make please refer to the “if you need to make a claim” section below

How are we paid for arranging the insurance?

When we sell you a policy the insurer pays us a percentage commission from the total premium. Additionally, we may charge you a fee as detailed in the “fees and charges” section below and receive finance commission from acting as a credit broker.

PAYING FOR YOUR POLICY

If you pay in one payment

It may be possible for you to spread the cost of your insurance by paying monthly instalments by entering into a separate credit agreement, regulated by the Consumer Credit Act 1974, with our exclusive premium finance provider Close Brothers Premium Finance (a trading style of Close Brothers Limited). We act as a credit broker and not a lender.

Credit is subject to status and Close Brothers Premium Finance may use a credit reference agency that leaves a record of the search or other information about you, to carry out credit approval checks when you make an application. The credit reference agency will add details of the search and the application to their records about the outcome of the application. Further details will be provided when an application for finance is made.

You should not elect to pay your premium by instalments if you are in any doubt as to your ability to make the monthly payment in full and on time.

You will not receive advice or a recommendation from us. We will provide you with information on the finance terms available for you to make your own choice about how to proceed. In reaching your decision you should consider:

  • The additional costs of spreading your payments and their affordability
  • Other sources of finance available to you which may be cheaper
  • The implications of your insurance being cancelled should you default on your loan repayments
  • The additional interest and charges you may incur if you fail to make the minimum monthly payments and subsequent effect on your credit rating.

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 relevant insurer, we hold your money as agent of the insurer and your insurance is treated as paid for once we receive it. This means that in the unlikely event we do not pay the insurer, you cannot be asked to pay it again. Likewise, any premium refund due to you from the insurer is also be held by us as agent for the insurer prior to it being paid to you. This means that in the unlikely event we do not refund you, the insurer remains liable for making the refund.

FEES AND CHARGES

We have detailed below the charges that may be applied by Sure Thing! or Close Brothers Premium Finance. All fees once charged are non-refundable.

Details of fees charged by your insurer are available in their policy documentation 

SURE THING! CHARGES

  • If you would like us to send you paper copies of your insurance documentation by standard class post these are available free of charge. If you require a special mailing of insurance documentation, any mailing other than standard class post (for example guaranteed next day delivery), you will need to pay any additional postage costs we incur to comply with your request. All documents are available free of charge online for download from www.surething.co.uk
  • £30 administration charge for any changes made to your policy during the policy period if you make the change online yourself online using the Sure Thing! portal.
  • £10 credit arrangement fee for paying in instalments. This will be added to the initial deposit.
  • £30 Renewals arrangement fee. Depending on your chosen method in payment this will be Included within your one off payment or spread across your instalment payments

CANCELLATION CHARGES & PROCEDURES

  • Your private car or van policy is a contract for 12 months. From the purchase date, we allow a cooling off period of 14 days. If you do not wish to continue, you can, within this period, cancel your policy. A cancellation service charge of £30 is applied. 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 any outstanding balance in full.
  • If you decide to cancel your private car or van policy after the 14 day cooling off period, a charge of £60 is applied. However, 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 any outstanding balance in full.
  • Where a balance remains unpaid on your account we will appoint a third party to start a recovery process. When this happens, we reserve the right to pass on any fees or charges we incur calculated at 25% of the outstanding balance up to a maximum charge of £50.
  • If you purchased a Dash Cam policy and used the voucher supplied, we will not refund the £49.02 cost of the standard Dash Cam.
  • The optional policies are contracts for 12 months. From the purchase date, we allow a cooling off period of 14 days. If you do not wish to continue, you can, within this period, cancel your policy and will receive a full refund.
  • If you have paid in full; No refund is given for any optional policies cancelled after the 14 day cooling off period.
  • If you are paying by instalments; Additional products cancelled after the 14 day cooling off period will be charged in full.
  • If you fail to pay your monthly instalments, we will cancel your policy, giving you a minimum of 7 days’ notice. We will also cancel your policy if we are requested to by your insurers. We will send notice to you by email before your policy is cancelled.

You can cancel your policy by calling the SURE THING! team on 0344 335 5555.

INSURER CHARGES

The Sure Thing! charges stated above are in addition to any charges made by the insurer(s) you have chosen. Details of which can be found in your policy documentation.

CLOSE BROTHERS PREMIUM FINANCE CHARGES

A charge of £30 will apply for any missed payments

AWARENESS OF POLICY TERMS

When the policy is issued, you are strongly advised to read it carefully, as it is that document, the schedule and any certificate of insurance that details the cover that you have in place. If you are in doubt over any of the policy terms and conditions, please contact us promptly.

INFORMATION ABOUT YOU AND CHANGES TO YOUR CIRCUMSTANCES

It is your sole responsibility to take reasonable care to ensure that all information you, or anyone acting on your behalf, give us verbally or in writing when arranging your cover, making changes to it or making a claim, is true, accurate and complete. Failure to provide true, accurate and complete 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 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:
  1. Appearance (cosmetic changes), such as alloy wheels or paint.
  2. Bodywork, such as body kits or spoilers.
  3. Suspension or brakes.
  4. Performance of the vehicle, such as the engine management system or exhaust.
  5. Audio/entertainment system.

This list is not exhaustive. If you are in doubt about what you need to tell us, please contact one of the Sure Thing! team on 0344 335 5555.

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.

IF YOU NEED TO MAKE A CLAIM

In the first instance call our claims number 0800 783 3000. 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 Sure Thing! is not authorised to act on your behalf.

If you are paying by instalments and a claim has been made by you, or against you, the full annual premium is due and you will be required to pay us or Close Brothers Premium Finance any outstanding balance on the instalment agreement.

If you paid for your policy in full and a claim is made, no refund is due.

RENEWING YOUR POLICY

At least 21 days before your renewal we will send you your renewal quote for the next year. At this time we will offer you the option to have your policy automatically renewed. If you don’t want us to do this we will ask you to contact us. If we do not hear from you before your renewal date, we may (subject to valid payment details) go ahead with the renewal of your policy for your protection and to avoid leaving you without insurance cover. In circumstances where the insurer is unable to offer cover, or instances such as the bank account no longer being active we may be unable to automatically renew your policy.

If you do not wish us to take this action, please tell us at any time up to 7 days before your renewal date. If we do not hear from you to the contrary, we will treat it that you agree to this.

PRIVACY

Please see our Privacy Notice for full details on how we will use your personal data.

For details on how your insurers will use your personal details please refer to their policy wording.

If you choose to contact us by email and or post, please note we are unable to accept any liability for data which is lost in transit to us.

You have the right to ask us for a copy of the information we hold about you in our records. Please contact the Data Protection Officer (dpo@surething.co.uk) if you wish to do this or call our customer service line 0344 335 5555

DETECTING AND PREVENTING FRAUD

To ensure our insurers and credit providers have the necessary facts to assess your insurance risk, verify your identity, to help prevent fraud and to provide you with their best premium and payment options, they may obtain information from third parties at quotation and renewal and in certain circumstances where policy amendments are requested.

Full detail can be found in the Privacy Notice

For more information, you can write to the Data Protection Officer, Sure Thing!, Maxim 3, 2 Parklands Avenue, Motherwell, ML1 4WQ or email at dpo@surething.co.uk To prevent fraud any payments or refunds will be made to the account/card which was used to make the latest payment.

CALL & LIVE CHAT RECORDING

For mutual protection, to allow us to continually look at improving our customer service and for training purposes all calls & Live Chat sessions will 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 0344 335 5555 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 Service team.

When you are not happy with how we have handled a complaint:

(a) if you meet the current Financial Ombudsman Service (‘‘FOS’ ‘) criteria, you are entitled to refer the matter to the FOS. You can obtain further information including how to contact the FOS from www.financial-ombudsman.org.uk, email: complaint.info@financial-ombudsman.org.uk or phone 0800 023 4567 and/or

(b) you may submit a dispute for online resolution to the European Commission Online Dispute Resolution platform. You can find this platform and more information about it here: http://ec.europa.eu/consumers/odr 

If you have a complaint regarding your insurer and the service they provide, you will find details of their complaints process in the policy wording provided when you purchased the policy.

LAW APPLIED

Unless you agree otherwise with us English law will apply to these terms and conditions. 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.

LANGUAGE

We provide these Terms and Conditions ,supply policy documents and communicate only with you in English.

FINANCIAL SERVICES COMPENSATION SCHEME (FSCS)

We and your insurer are covered by the Financial Services Compensation Scheme (FSCS). If we or they are unable to meet our/there obligations you might be entitled to compensation under the FSCS. Further information about the Scheme is available from the FSCS website at www.fscs.org.uk or by calling them on 0800 678 1100.

MONEY LAUNDERING REGULATIONS AND PROCEEDS OF CRIME ACT

You agree to provide such evidence and information about your identity, and that of your associates, as we may reasonably require in order to comply with our obligations under money laundering legislation and regulations and associated Proceeds of Crime Act. We are obliged to report to the National Crime Agency and/or appropriate law enforcement agencies any evidence or suspicion of financial crime at the first opportunity and we are prohibited from disclosing any such report.