Definitions

In this Terms of Business Agreement “we”, “us” and “our” means ageas, a trading name of Ageas Retail Limited, a wholly owned subsidiary of Ageas (UK) Limited.

We are an intermediary; we work on your behalf to understand what you need from your insurance and to offer appropriate products and services. We work on behalf of your insurer to incept, collect and refund premiums for your insurance policy.

We will also handle mid-term adjustments and cancellations on behalf of your insurer. We are registered in England and Wales No. 1324965 and our registered address is Ageas House, Hampshire Corporate Park, Templars Way, Eastleigh, Hampshire SO53 3YA.

Who regulates us?

We are authorised and regulated by the Financial Conduct Authority (“FCA”) and our registration number is 312468. You can check this by visiting the FCA’s website www.fca.org.uk/register.

About our service

Our service includes arranging your insurance cover and helping you with on-going changes. You will be asked a series of questions so we understand what you need from your insurance, we will not provide advice or recommendations. Please ensure that the policy meets your needs.

About the products we offer

We only offer pet insurance from a single insurer, West Bay Insurance Plc.

Information about you and changes to your circumstances

Please ensure that at all times, when requesting an insurance quotation or contacting us about your policy you have purchased from us, you take care to answer all questions honestly and to the best of your knowledge. If you don’t, your policy may be cancelled, treated as if it never existed or your claim rejected or not fully paid.

You must tell us about any changes which affect your insurance policy.

You should read and retain all the documents we have sent or may send you in the future. You should make sure the documents are accurate and contact us if the documents contain any errors. If you have any queries about your policy or do not understand it, please contact us and we’ll be happy to help you.

To help you manage any changes to your policy, any persons named on your policy, who we reasonably believe to be acting for you, will be dealt with if they call on your behalf in connection with your policy. However, if you wish to cancel your policy by calling us, we will only accept this instruction from you or someone authorised by you e.g. a solicitor or power of attorney.

How we will use your information

For details of how we collect, use and store your personal data - please visit https://www.ageas.co.uk/privacy-policies/petprivacy-policy/ or see the Ageas Pet Insurance Policy Document.


What you will have to pay for our services


Our fees and charges are in addition to any charges made by the insurer and are listed below:

All mid-term adjustments No charge
Policy cancellation within 14 days No charge
Policy cancellation after 14 days (administration charge) No charge
Data Subject Access Request No charge

What we receive from your insurer


When you arrange or renew your policy, we retain commission from your insurer which is a percentage of the premium.

Mid-term adjustment premium

If you are entitled to a refund of your premium for any reason, we will only provide this where the amount due to you is greater
than or equal to £10.00.

Receiving your documents

If you are currently receiving your documents electronically then we would encourage you to continue to do so, saving paper saves trees, let’s help our environment! Paper copies can be provided though, so if you would prefer this, please call us and let us know.
If you are receiving paper copies and would prefer the convenience and more environmentally friendly option of electronic copies, then again please call us and let us know.

Cancellation

Once you have purchased a policy, you have 14 days from either the purchase date of the policy or the date you receive the policy document (whichever date is later) to cancel the cover. Provided no claims have been made, you shall receive a refund of any premium you have paid.

If you wish to cancel your policy after the 14 days noted above, provided no claims have been made, a pro-rata charge for your period on cover will be made.

If you wish to cancel your policy at any time and a claim has been made during the current year of insurance, the remaining premium for the policy year and any applicable fees will be charged in the month of the cancellation. This will not apply if your pet is lost/stolen or has passed away.

If there is any outstanding amount due to you we will refund this. In the event that your policy is cancelled and there are unpaid monies, you will be required to pay this outstanding balance.

Further details regarding when you or we may cancel your policy can be found in the Policy Wording.

Client Money

We act as agent for the insurer for the collection and payment of your premiums. This means that premiums are treated as being received by the insurer when they are received by us. Any premium refund is treated as received by you when it is actually paid to you. We will not pay you the amount of any interest that we earn from investing your money before paying it to your insurer.

Paying Monthly

You can choose to pay for your Ageas Pet Insurance with a monthly instalment plan. Insurance Factory Limited provides the credit for this and no interest is charged for paying monthly. The name that will appear on your bank statement is Ageas Retail Limited.

Insurance Factory Limited will seek payment of debt if there are ever any monies owed due to non payment of monthly instalments or following policy cancellation.

Quote Guarantee Period

There is no price guarantee period on quotations as our prices can change during the day.

Renewal of your policy

If we are going to automatically renew your policy, we will write to you before your renewal date to confirm this along with the details of your renewal premium, if you are happy with the price and the details of the cover you do not need to do anything and your policy will automatically renew. If you do not want us to automatically renew your policy or any of your details have changed, please call, email or write to us to let us know.

If we are not going to automatically renew your policy, we will confirm this in our renewal letter; if you want to renew you will need to call us.

Making a complaint

If we have not met your expectations and you would like to make a complaint, you can do so by contacting us directly. If you remain dissatisfied you can contact the Financial Ombudsman Service. Full details on how to make a complaint about us or your insurer can be found in your policy documentation.

Financial Services Compensation Scheme

We are covered by the Financial Services Compensation Scheme (FSCS) meaning you may be entitled to compensation from the scheme in the unlikely event that we cannot meet our obligations to you. Further information about the compensation scheme arrangements can be found in your policy documentation.

The Law and Language Applicable to this Agreement

This Terms of Business Agreement and the services which we provide under it, are subject to the laws of England and Wales and subject to the non-exclusive jurisdiction of the courts of England unless we agree otherwise.

All communications from us relating to your insurance policy will be in English.