Terms & conditions
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Our Terms & conditions
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About these terms & conditions
These terms & conditions set out how we, Hastings Insurance Services Ltd, will deal with you as a customer. Use this information to decide if our services are right for you.
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. We shall charge you a fee(s) for providing our services. Our terms & conditions are set out on this page.
The second contract is with the insurer for providing your insurance and they shall charge you a separate premium inclusive of Insurance Premium Tax as applicable. Their terms & conditions are set out in the Policy Booklet, Statement of Motor Insurance and Policy Key Facts (which are part of your Welcome Pack).
Our arrangement and administration fee and the separate premium will form the total price of the insurance. The specific amounts paid in respect of the cover you hold are found in the Covering Letter in your Welcome Pack.
Information Provided by You
The information that you have supplied in connection with quotations obtained and policies arranged forms the basis on which your insurance cover and premiums are agreed. You must ensure that you are complying with your legal duty of disclosure of all material facts relating to the risk, and you must satisfy yourself as to the accuracy and completeness of the information you provide to insurers.
A material fact is one which is likely to influence an insurer in the acceptance and assessment of the proposal. For example, a young or inexperienced driver, or any offence (including non-motor related offences such as fraud, robbery, theft or handling stolen goods) or prosecutions pending, or infirmities of any driver. It is an offence under the Road Traffic Acts to make any false statement or withhold any material information for the purpose of obtaining a certificate for motor insurance. All material facts must be disclosed - failure to do so could invalidate your insurance policy.
If you are in any doubt as to whether a fact is material then it should be disclosed to Hastings Insurance Services Limited or your insurer.
If there are any changes in your/your permitted drivers' circumstances during the period of insurance cover please provide us with details. If you don't, your insurance may not be valid or you may not be covered fully.
Below are some examples of what you should tell us about.
Motor Policies
- A change of vehicle (including extra vehicles)
- All changes you make to the vehicle if these make the vehicle different from the manufacturer's standard specification (whether the changes are mechanical or cosmetic)
- A change of address
- If you or any drivers' licence has been revoked or you or any other driver has been disqualified from driving
- A change of job, including any part-time work by you or other drivers, a change in the type of business, or having no work
- A change in the purpose which you use the vehicle for
- A change in the person who uses the vehicle most
- Details of any driver who you have not told us about before or who is excluded by the certificate of motor insurance or an endorsement, but whose driving you now wish to be covered
- Details of any convictions of any person allowed to drive or of any future prosecutions for any offence (other than parking)
- Details of any accident or loss (whether or not you make a claim) involving your vehicle or that occurs while you, or any driver on your policy are driving anyone else's vehicle
- A change in the person who uses the vehicle most
- A change in the purpose which you use the vehicle for
- Any medical or physical condition or disability, for you or any other driver, that is notifiable to the Driver and Vehicle Licensing Authority (DVLA), which has not been notified and accepted by the DVLA.
If you are not sure whether a certain fact is relevant, please call us on 0333 321 9773 | Customer Services team
If you do not tell us about relevant changes, your insurance may not cover you fully, or at all. We recommend you keep a record (including copies of letters) of all information provided to us for your future reference.
You are advised to carefully check your insurance documents once received. If any information is incorrect or missing, we must be notified at once.
Regulatory Status
insurePink is a trading name of Hastings Insurance Services Limited which is authorised and regulated by the Financial Conduct Authority (FCA).
Our FCA registered number is 311492. You can check our registration on the FCA's register by visiting their website www.fca.org.uk or by contacting the FCA on 0845 606 1234.
Our permitted business is arranging, dealing as agent and assisting in the administration of non-investment insurance contracts.
Are We Covered by the Financial Services Compensation Scheme (FSCS)?
We are covered by the 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, size of the business insured and the circumstances of the claim.
Further information about the compensation scheme arrangements is available from the FSCS at www.fscs.org.uk
Complaints Procedure
We aim to provide all our customers with a high level of service and satisfaction but if you wish to complain about any aspect of our dealings with you please contact us:
In writing
- Write to our Customer Service Manager at
insurePink,
Conquest House,
Collington Avenue,
Bexhill-on-Sea,
East Sussex, TN39 3LW
By phone - Telephone us on 01638 782 300.
If we are unable to resolve your complaint immediately, we will acknowledge your complaint in writing within 5 business days. In our acknowledgement we will advise you of the name and job title of the person who will be dealing with your complaint.
Within four weeks of receiving your complaint we will send you either a final response; or a letter explaining why we are not yet in a position to resolve your complaint and advising you of when we will be contacting you again.
By the end of eight weeks after receipt of your original complaint letter we will send you a final response or a letter explaining why we are still not in a position to issue a final response and advising you of when we expect to be able to do so.
If you have a complaint against your insurer, please refer to the policy booklet for details of your insurer's complaint procedure.
If we have been unable to resolve your complaint, you may be entitled to refer it to the Financial Ombudsman Service. Their details are:
Address: Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone: 0207 964 1000
Website:
www.financial-ombudsman.org.uk
These procedures do not affect your right to take legal action if necessary.
Whose Products Do We Offer and Our Insurance Intermediary Service We Provide For You
We deal with a range of insurers allowing a fair analysis of the market place. For optional extra cover such as legal expenses sold as a supplement to your main policy, we can only offer insurance from a single insurer.
Please ask us for a list of insurers we offer insurance from.
We will provide you with sufficient information to enable you to make an informed decision on your purchase.
As We will not make a formal recommendation please consider all information carefully to ensure the product(s) meet your requirements before you decide to proceed. Our service includes: arranging your insurance cover on your behalf with insurers to meet your requirements; and helping you with any ongoing changes you have to make, such as amendments to the cover, use and property insured. We will also arrange the cancellation of your policy and arrange cover with an alternative insurer if your requirement to amend your policy is not acceptable to your original insurers. Additionally we will arrange optional additional covers such as legal protection and breakdown where these meet your needs. We will also arrange the renewal of your insurance.
The insurers we deal with can change their rates on a regular basis. For this reason, we cannot guarantee the price you have been offered, based on the information you have provided, unless the policy is purchased at the time you received your quote.
Your Right to Cancel
This section contains important notes about your rights of cancellation. You must read these notes carefully.
You can cancel your policy at any time by sending written notice to our address:-
insurePink,
Conquest House,
Collington Avenue,
Bexhill-on-Sea,
East Sussex, TN39 3LW
We can cancel your policy by sending you a seven-day notice in writing to your last known address.
If your policy is cancelled, we will refund your premium as follows:
If you or we cancel the policy within the 14-day withdrawal period, whether cover has commenced or not, we will refund the part of the premium you have not used subject to our cancellation fee of £25.00 and any charge made by the insurer. (Refer to your Certificate or schedule for details of the insurer's cancellation charges).
If you or we cancel the policy at any other time, we will refund the part of the premium you have not used subject to our cancellation fee and any charge made by the insurer. (Refer to your Certificate or schedule for details of the insurer's cancellation charges).
You may not receive a refund of your premium if you have made a claim, or if one has been made against you, during the period of insurance. If you are paying by instalments and have made a claim you may have to pay the balance of the full annual premium.
The withdrawal period of 14-days commences from the time the contract is concluded. The contract is concluded when you receive the documents from us. We are entitled to assume that documents have been received in accordance with accepted principles of law. That is: provided the document is sent to the correct address, documents posted first class on business day one are received on business day two.
Motor Policies
We will only cancel a Motor Policy at your request if you meet the legal requirement to return the certificate of motor insurance. If you have lost the certificate of motor insurance, you must send in a
completed written declaration confirming that you wish to cancel and no longer have the certificate of motor insurance in your possession. Please note that we are unable to backdate cancellations.
Legal Cover, Windscreen & Breakdown add-on policies (Optional Extras)
The above policies can be cancelled at any time. However, unless they are cancelled within the 14-day withdrawal period, they
will be subject to no return in premium.
You are always advised to discuss your options with us prior to deciding upon cancellation of your policy.
How to Make a Claim
In the event of an accident or incident occurring which may give rise to a claim under your policy, you should notify us as soon as possible using the telephone numbers on our contact us page.
Renewals
We will write to you in good time before the renewal date to explain what will happen and to let you know what the policy terms and new payments will be. Any renewal premium quoted will only apply provided no claim happens or is reported after the last renewal.
At renewal, for your convenience and protection we may automatically continue your insurance (including any additional policies such as legal protection, breakdown, personal accident), unless you ask us not to. We will write to you before renewal date to remind you of this and inform you of any changes to your policy.
However, we do not guarantee to renew your policy, and we won't automatically renew your policy if your payment fails to be authorised.
Our fees
We charge fees to cover the costs involved in setting up, servicing and cancelling a policy and it's important you understand them. The fees below are for our services and each fee is non-refundable.
Like other providers, we charge a fee to change a policy. This is so those customers who don't make any changes don't bear the cost for those who do, and helps us to keep policy prices down.
| Type of fee | Fee |
|---|---|
| Arranging your policy | |
| Arranging new or renewing cover for each car on your policy | £20 |
| Additional fee for arranging new cover through our call centre | £12.50 |
|
Changing your policy (As well as a fee, the cost of your insurance may change as a result of a change to your policy) |
|
| Changing your name or martial status | £0 |
| Changing your mileage | £0 |
| Changing your telephone number or email address | £0 |
| Changing your address or vehicle | £20 |
| Other changes you make not listed above | £20 |
| Changes we need to make because you've not sent us information we've asked for or what you've provided isn't correct | £30 |
|
Cancelling your new or renewing policy (If you or we cancel a policy, any fees, such as the arrangement fee, incurred before cancellation are non-refundable, as is the cost of your insurance for the number of days you've been insured.) |
|
| Cancelling within 14 days of your car policy's start date | No cancellation fee |
| Cancelling 14 days or more after your car policy start date | £45 |
| Where we need to cancel your policy because you've not sent us information we've asked for or what you've provided isn't correct | £45 |
| Missing payments | |
| Missing a direct debit payment | £12 |