Terms of Business Agreement
Definitions: In this Terms of Business Agreement “We”, “Us” and “Our” means RIAS PLC. We are an intermediary acting on your behalf offering products and services from insurers to meet your requirements.
We are registered in England No.1324965 and our registered address is RIAS PLC, RIAS House, Deansleigh Road, Bournemouth, Dorset, BH7 7DU. Our correspondence address is as above.
Our Regulator: We are authorised and regulated by the Financial Services Authority (“FSA”) and our registration number is 312468. You can check this by calling the FSA Consumer Help line on 0845 606 1234 or at the website www.fsa.gov.uk.
Ownership: Fortis (UK) Limited owns 100% of Our share capital.
Language: During the term of any insurance policy We set-up for you We will communicate with you in English.
Your agreement to this Terms of Business Agreement: In seeking insurance through Us, you agree to the terms set out in this Terms of Business Agreement and to Us acting as your agent. This does not affect your normal statutory rights.
About our service: We are committed to treating you fairly in all of Our dealings with you now and in the future and will perform Our services with reasonable care and skill. Our service includes: arranging your insurance and processing any changes to your policy that you make.
We have not made a personal recommendation to you nor discussed your needs for the motor or household, garden secure, home emergency, breakdown, and/or legal protection insurance transacted.
About the Products We offer.
For motor insurance contracts,we offer products from Fortis or Sabre.
We only offer products from a limited number of insurers for household insurance contracts. Ask Us for a list of the insurers from which We offer these insurances.
We only offer products from a limited number of insurers for Garden Secure insurance contracts. Ask Us for a list of the insurers from which We offer these insurances. (Please note that Garden Secure cover will be offered by the same insurer as the household insurance contract)
We only offer products from a single insurer (MotorPlus Ltd trading as ULR Norwich/FamilyPlus) for contracts of Legal Protection insurance for household insurance contracts.
We only offer products from a single insurer (MotorPlus Ltd trading as ULR Norwich/MotorPlus) for contracts of Legal Protection insurance for motor insurance contracts.
We only offer products from a single insurer (Europ Assistance Holding Irish Branch administered byEurop Assistance Holdings Ltd) for Motor Breakdown insurance contracts.
We only offer products from a single insurer (Inter Partner Assistance SA administered by Principal Marketing and Insurance Services Ltd) for Home Emergency insurance contracts.
Professional Indemnity Insurance. In accordance with Our regulatory responsibilities, We shall obtain and maintain Professional Indemnity insurance for any liability arising out of negligent acts, errors or omissions or dishonest or fraudulent acts or omissions of Us or Our agents.
Your Responsibilities: You are responsible for telling Us complete and accurate information otherwise known as material facts. Material facts are those that your insurer would regard as likely to influence your insurer to accept, amend or decline your insurance. You must disclose anything that We might reasonably expect to know throughout the lifetime of your policy and when you renew. If you are unsure what facts are considered material, you should tell Us and We will give you further guidance. Failure to provide information relevant to your application or providing incorrect information for insurance may mean that your insurance will be invalid and the insurer may refuse any claim. You must also keep Us updated throughout the policy term by telling Us as soon as possible about any changes which could affect your insurance. Until you do this, We will assume that the information We hold about you is correct.
You should read and retain all the documents that we send you about your insurance. You should make sure the documents are accurate and contact Us if the document contains any errors. If you have any queries about your policy or you do not understand it, please inform Us immediately and We shall be pleased to assist you.
You are reminded that it is an offence under the Road Traffic Act to make any false statements or withhold any relevant information to obtain a Certificate of Motor Insurance.
Please note that under the Rehabilitation of Offenders Act 1974 you are not required to disclose convictions that are regarded as spent.
Your right to withdraw(Motor and Household policies, that last for longer than thirty days):
If you purchase from Us a motor or household policy that lasts for longer than thirty days, you can change your mind and withdraw from the insurance contract. Full information is contained in your policy documents. We may make a charge and Our charges are detailed below under the heading “Fees”. If you cancel your policy within the 14-day cooling–off period, as long as you have not made any claims on your policy, any other money you may have paid Us will then be refunded. If you wish to exercise your right to withdraw from your insurance contract you should advise Us of this by writing (and returning all insurance documents) to: Customer Services, RIAS House, Deansleigh Road, Bournemouth, Dorset, BH7 7DU
Fees: (These fees are non-refundable)
(For Motor Insurance Policies):
A fee of £10 to issue you with a duplicate Motor insurance document;
An administration fee of £1.50 per month per policy for use of the Direct Debit facility
A fee of £15 when you ask Us to make changes to your Motor Insurance policy
(For Household Insurance Policies):
A fee of £25 when you ask Us to make changes to your Household Insurance policy
(For Motor Breakdown Insurance Policies):
An administration fee of £0.50 per month for use of the Direct Debit facility
(For Motor Insurance policies):
A fee of £15 will apply if:
a) You ask Us to cancel your insurance policy at any time before its renewal date;
b) We cancel your insurance policy due to non-payment or because you have not provided information requested by Us, which is necessary for your insurance policy to remain in force (for example Proof of No Claims bonus)
(For Household Insurance Policies) :
A fee of £25 will apply if:
a) You ask Us to cancel your insurance policy at any time before its renewal date;
b) We cancel your insurance policy due to non-payment or because you have not provided information requested by Us, which is necessary for your insurance policy to remain in force
Validity Period:
(For Household Insurance Policies):
Where we have provided a quotation, it is valid for ninety days from the date We gave the quotation but in any event not beyond the commencement date of your policy.
(For Motor Insurance Policies):
Where we have provided a quotation, it is valid for sixty days from the date We gave the quotation but in any event not beyond the commencement date of your policy.
Claims: We do not process claims for your insurer. When you tell Us about a claim We will need to take your name, address, policy number and enough detail about the claim so that your insurer can best decide how to proceed. In these circumstances, We are acting as your agent. Full details of how to make a claim are included in your policy booklet. Please note that your insurer shall have no responsibility in handling any claim if the incident date is after the date of a cancellation or the lapse or end date of your policy.
Client Money: To ensure your adequate protection, where We act on insurers’ behalf, We shall hold money as insurer money. This means that premiums received by Us will be treated as having been received by insurers, whereas claims payments and/or premium refunds will only be treated as having been received by you when they are actually paid to you.
Contracts (Rights of Third Parties) Act 1999: Your instruction to Us to set up an insurance policy on your behalf forms a contract between you and your insurer. This insurance does not give rights to any person other than you unless your policy document states otherwise. Likewise, this Terms of Business Agreement does not give rights to any person other than you.
Confidentiality. We will treat information received from you relating to this Terms of Business Agreement and to the Insurance business as confidential and will not disclose it to any other person not entitled to receive such information except as may be necessary to fulfil Our obligations in the conduct of Insurance business and except as may be required by law or by the FSA. For the avoidance of doubt We shall be entitled to disclose such information where necessary to insurers or reinsurers, actuaries, auditors, professional agents and advisers and other Group companies. This paragraph will not apply to information which was rightfully Our possession prior to this Terms of Business Agreement, which is already public knowledge or becomes so at a future date (otherwise than as a result of a breach of this paragraph) or which is trivial or obvious.
Use of your Personal Information:
Please read this carefully and in conjunction with the Privacy Policy, as it contains important information about Our use of your personal information. In this notice, “We” and “Us” means The Fortis Group which includes RIAS PLC and any holding companies, subsidiaries and other linked companies. Your personal information means any information We hold about you or anyone else in connection with any product or service We are providing to you.
By taking this insurance policy out you confirm that We may use your personal information for the purpose(s) explained below. You should show this notice to anyone else whose name you give to Us in connection with your insurance policy as it will also apply to them.
Dealing with others on your behalf:
To help you manage your insurance policy, We will deal with you or your husband, wife, partner and those that have written authority from you if they call Us on your behalf in connection with your policy. We may also cancel your policy on their sole instruction over the telephone.
Authority to Renew:
We shall invite renewal of your policy not less than sixteen days prior to the date your policy falls due for renewal. In the event that you pay for your household insurance policy by direct debit if the insurers are willing to continue providing cover and We advise you beforehand of the insurer’s renewal terms, you authorise Us to renew this policy and any subsequent policy on expiry, in accordance with the insurer’s renewal terms, unless you notify Us otherwise, before the renewal date.
Change of Insurer:
As your agent acting on your behalf, We may from time to time use a different insurer(s) to provide you with insurance. A change of insurer(s) may take place on the renewal date of your policy or at any other time. We will notify you prior to any change of insurer(s) and advise you of any change in the policy terms. Accordingly, you authorise Us as your agent to place your insurance with insurers other than those named in your schedule or certificate. You will have the opportunity to terminate that policy both before and after such a change becomes effective.
Voicing your concerns:
We strive to provide the highest standard of service to you at all times. However, We recognise that things can go wrong occasionally and, if this happens, We are committed to sorting this out quickly. We have a dedicated Customer Satisfaction Team. The team is made up of specially trained advisors, one of whom will be responsible for logging, investigating and resolving your complaint. In the event, that you wish to make a complaint about the service We have provided (including information or documentation We have issued to you), please contact our Customer Satisfaction Team in one of the following ways:
By telephoning 0845 045 0059 between 8am and 5pm Monday to Friday
If applicable, please have your insurance documents or other relevant correspondence to hand so that you are ready to quote Our reference or please provide your name and address
In writing, quoting Our reference number if applicable, to: Customer Satisfaction Manager, RIAS House, Deansleigh Road, Bournemouth Dorset, BH7 7DU
By e-mailing customersatisfaction@rias.co.uk quoting our reference number if applicable.
If your complaint cannot be resolved:
Contact the Financial Ombudsman Service for policies underwritten by Fortis, Sabre, AXA or Legal and General
Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London E14 9SR
Alternatively call 0845 080 1800 or e-mail complaint.info@financial-ombudsman.org.uk
If you are still dissatisfied and you are insured by Lloyd’s of London e.g. Canopius and JR Clare you may write to: Lloyd’s Complaints Department, Lloyd’s of London, One Lime Street, London EC3M 7HA
Alternatively call 020 7327 5693 or e-mail complaints@lloyds.com
If you remain dissatisfied, having referred your complaint to the Lloyd's Complaints Department, then you may refer your complaint to the Financial Ombudsman Service. Contact details as shown above.
The Financial Services Compensation Scheme (“FSCS”).
Financial Services Compensation Scheme
RIAS and your insurer are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme in the unlikely event we cannot meet our obligations to you. This depends on the type of insurance and circumstances of the claim. Further information about the compensation scheme arrangements is available from the FSCS (www.fscs.org.uk) or by writing to the FSCS at 7th Floor, Lloyd's Chambers, Portsoken Street, London, E1 8BN