Your responsibility in providing information to us
You must take reasonable care to provide complete, accurate and honest answers to the questions we ask when you take out, make changes to or renew your cover.
Please also tell us if there are any changes to the information you gave us.
If any of the information provided by you changes after you purchase or renew your cover please provide us with details. You may have to pay an extra contribution and, depending on the type of cover you have purchased, there may be a charge for making these changes.
If any of the information provided by you is not complete, accurate and honest we or the insurers may:
- cancel your cover and treat it as if it never existed;
- refuse a claim;
- not agree to pay any claim in full;
- change the terms of the cover;
- change or add an excessand the extent of the cover may be affected
We recommend you keep a record (including copies of letters) of all information provided to us for your future reference.
Renewing Your Cover
At least 21 days before each renewal date, we will tell you the contribution and terms and conditions that will apply for the following year. If you wish to change or cancel the cover then please tell us before the renewal date
Your payment options
If you choose to pay on a monthly basis, we will pass personal information and the bank details you provided to our third party finance provider, Premium Credit Limited.
Premium Credit Limited is authorised and regulated by the Financial Conduct Authority (FCA).
Premium Credit Limited will send you a welcome pack containing full information about your credit agreement. It is important that you read all this information carefully and take time to consider it, especially the terms and conditions of the loan agreement.
If you wish to proceed with the credit agreement, you must sign and return one copy to Premium Credit Limited promptly. If you don’t return your signed agreement within 14 days of getting it, your cover may be affected and you may be charged an administration fee.
You can withdraw free of charge from the credit agreement within 14 days of signing your credit agreement.
If you do withdraw, you will have to pay back any credit you received and find a different way to pay your contribution. Your cover may be cancelled.
Who provides your protection?
Home, Kit and personal belongings and Residential landlord covers
We have arranged insurance with Builders Direct S.A., a European company authorised to operate in the UK. Their company number is B0175694 and registered office is 253 rue de Beggen, L-1221 Luxembourg. Builders Direct S.A. is authorised and regulated by the Commissariat aux Assurances in Luxembourg and is subject to limited regulation by the Financial Conduct Authority in the UK. Details about the extent of their authorisation and regulation by the FCA are available on request.
Where your cover includes Family legal protection or Home emergency, we have arranged insurance with DAS Legal Expenses Insurance Company Limited. DAS’ company number is 5417859 and their registered office is DAS House, Quay Side, Temple Back, Bristol, BS1 6NH
Motor insurance is provided by one of these organisations:
Aviva Insurance Limited (Company Number 2116 and whose registered office is situated at Pitheavlis, Perth PH2 0NH)
ERS (Company Number 426475 and whose registered office is situated at Library House, New Road, Brentwood, Essex CM14 4GD)
Covea Insurance PLC (Company Number 5417859 and whose registered office is situated at Norman Place, Reading, RG1 8DA)
Motor insurance automatically includes Motor Legal Protection and Roadside Recovery which are provided independently by ARAG (Company Number 452369 and whose registered office is situated at 9 Whiteladies Road, Bristol, BS8 1NN)
These insurers are regulated by the FCA/PRA.
How to make a complaint
We hope you will be happy with our services but if you do wish to make a complaint, please see the details in the member documentation on the steps to follow.