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Peacock Insurance Services - Our Terms of Business with you

If you have taken out a policy with us, we look forward to providing you with exceptional customer service at competitive prices. Our hope is that you will be so satisfied with our service and products we offer that you will need to look no further than Peacock for all of your personal and business insurance requirements.

The Financial Conduct Authority (FCA)

The Financial Conduct Authority is the independent watchdog that regulates financial services. The following document provides some of the regulated information we are required to disclose to you. Included are details about our services and responsibilities we have to each other. You must read this document and advise us immediately if there is anything you are unable to understand or comply with.

Who we are

Peacock Insurance Services Limited is an independent insurance intermediary (Broker). Our address is Oak House, Eastwood Business Village, Harry Weston Road, Coventry, CV3 2UB. Registered address: Leofric House, Binley Road, Coventry, CV3 1JN Registered in England and Wales No: 08557985. Hippo Insurance Services, Let Portal and Just Property Insurance are trading styles of Peacock Insurance Services Limited.

Who regulates us?

Peacock Insurance Services Limited is Authorised and Regulated by the Financial Conduct Authority (FCA). Our Firm Reference Number is 603863. Our permitted business is arranging, advising on and helping in the administration of general insurance contracts. You can check this on the FCA's Register by Visiting the FCA's website www.fca.org.uk/register or by contacting the FCA on 0800 111 678.

The products and policies we offer

We sell a variety of insurance products to cover both personal and commercial requirements. We offer policies from a limited number of Insurers. In some circumstances, we offer the policies of a single Insurer for certain lines of business, however we are not contractually bound to do business in this way. Where we deal with more than one Insurer, we will provide details on the selection of policies available to you so you can choose which one is right for you. If your policy is placed with Ark Insurance Group Ltd. you should be aware that this company shares a common ownership with Peacock Insurance Services Ltd. however both are separate legal entities, each with their own FCA regulatory obligations. A list of our Insurers is available on request. We receive payment of your premium from you as agent for the relevant Insurer. Any claims money or refund of premium we receive from the Insurer in respect of your insurance is also received by us as agent of the Insurer. When you pay your premium to Peacock insurance Services, it is held in a 'non-statutory trust' client money account. Any interest that may be applicable on these funds will be retained as revenue to Peacock Insurance Services. If a policy is taken out with Peacock Insurance Services, you are consenting to us holding your money in this way.

What you must tell us

Commercial - Commercial customers are customers who are acting for the purposes relating to their trade, business or profession. You have a duty to disclose all material facts that is known or ought to be known by the policyholder's senior management, or those responsible for arranging the insurance. This allows us to provide the Insurer with a fair presentation of all material circumstances so that they can determine whether to take the risk and, if so, on what terms.

Consumer - It is important that you ensure all statements you make on Proposal Forms, Claim Forms and other documents are true, full and accurate. It is your responsibility to provide complete and accurate information to us and Insurers when you take out an insurance policy, throughout the life of the policy and when you renew, vary or amend your insurance. Failure to do so, or any inaccuracies in information given, could result in your insurance being invalid or cover not operating fully. If a form is completed on your behalf, you should check that the answers shown to all questions are true and accurate. You are advised to keep copies of any correspondence you send to us or direct to your Insurer.

Any changes in information supplied will be accepted either verbally or in writing. For motor cases, it is an offence under the Road Traffic Act to make any false statement or withhold any relevant information for the purposes of obtaining a Certificate of Motor Insurance. We will send you a copy of your Proposal Form or Statement of Fact that shows the information you have supplied. Information declared on a Statement of Fact proposal form constitutes the basis of your contract, and will be submitted by us to your Insurer and to the agents appointed to handle claims on their behalf. If you do not agree with any of the information on a Statement of Fact, you should disclose it to us immediately. Any changes may require the Insurer to charge an additional premium, quote special terms, or decline your proposal. Remember, you should always tell us about any change immediately - please do not wait until your renewal. Should your premium be increased due to inaccurate information given at inception, and you are paying by Direct Debit, we will add the additional premium charged, automatically to your Direct Debit agreement. We reserve the right to request the submission of additional documents such as proof of your vehicle security arrangements, a current MOT certificate, proof of No Claims bonus (NCB) and any relevant driving licences at any time. You must provide written evidence of your NCB within 14 days of the inception of your policy. Failure to provide evidence of your NCB will result in the Insurers issuing the policy at the gross premium (i.e. without benefit of discount) or cancelling the policy. You will be immediately responsible for the balance of premium payable and any subsequent cancellation will be calculated on the gross premium and subject to short period rates and the charges detailed in 'Our service charges' below. If a claim is reported, any documentation that has been requested by us or the insurance company but not received by us or the Insurer must be submitted immediately to enable the claim to be progressed.

Insurers share information with each other via the claims and underwriting exchange register and the Motor Insurers Antifraud and Theft Register, to aid the prevention of fraudulent claims. In the event of a claim, the information you supply on the claim form, together with any other information relating to the claim will be put on the registers. Insurers are legally required to provide details of Motor Insurance policies to the MIIC. The information describing your insurance cover will be added to the Motor Insurance Database (MID), to which the police and other government agencies have access. This helps the pursuance of claims following accidents and aids detection of those who are in contravention of the law by not taking out insurance.

Awareness of policy terms

You should read your policy carefully. The policy document, schedule and any certificate of insurance are the basis of the cover you have purchased. Please make sure that you understand them and are able to follow their requirements. Breach of any terms, conditions or warranties may enable your Insurer to terminate your policy or repudiate a claim under your policy.

Level of service we will provide you

Our service and permitted business includes advising you on your insurance needs, arranging your insurance cover with Insurers to meet your requirements and helping you with any ongoing changes you have to make. We will give you full details of any such arrangements before you make any commitment on any product we recommend. Generally, quotes are only valid for the month in which the quote is obtained, unless advised to the contrary.

Withholding documents

We reserve the right to retain certain documents until all payments due have been made and any cheques cleared. We will provide any documents you are required to have by law.

Your right to cancel your insurance

You have a right to cancel any insurance you buy through us and to recover any payment made (except as stated below). You can do this by providing a signed written notice to us within 14 days of your receipt of the new business paperwork to Peacock Insurance Services, Oak House, Eastwood Business Village, Harry Weston Road, Coventry, CV3 2UB. If you do exercise this right to cancel your insurance, you will be charged by the Insurer for the service provided up to the point of cancellation, if a claim is reported it is unlikely any refunds will be made until the full extent of the costs of the claim are known. We will also make a cancellation charge of 45% of the inception premium as shown in 'Our service charges' below unless otherwise advised prior to inception, with a minimum charge of £20.00. Additionally, you will not be entitled to a refund of any service charge' made by us for arranging/administering your insurance. If you exercise this right, any Legal Protection policies that accompany your policy will also be cancelled and a charge made by the Insurer for the period of cover. If you do not exercise this right to cancel within this 14-day period, any remaining cancellation rights will be as set out in the policy document and charges listed below. If the policy is incepted on a minimum and deposit basis and cancelled mid term there is no refund issued against the policy.

How you can deal with us

The language we do business in is English. The laws govern us are those of England and Wales. If you arrange your insurance through our offices, website or over the phone, you can deal with us in relation to that insurance either face-to-face, over the phone, email or by post. If you have provided your email address, you should be aware that we do send important information by this means. The email and contents will hold the same legal ramification as if it were sent by post. By providing your email address, you are consenting for us to communicate with you in this way. If this is not the case, please advise us immediately. Nothing in this document affects your normal statutory rights.

Receipt of instructions

We do not consider instructions to arrange or change cover sent to us by post, electronic mail, or facsimile or left on answering equipment to have been received until they reach the relevant personal in our offices. We do not accept responsibility for instructions which do not reach us due to failures in postal, electronic or telecommunication systems.

At Renewal

Shortly before renewal, we will contact you by letter/email setting out your renewal price and terms. We reserve the right to automatically renew your policy and take payment by the same method as the previous years cover. If we exercise this right, but accept no responsibility to do so, we will endeavour to automatically renew your policy for your protection and to ensure there is no break in cover. We reserve the right not to offer direct debit/instalments at renewal if there have been any late payments on the previous policy or a failed credit check. If you previously paid in full or over 2 or 3 instalments by debit/credit card we will use the most recent payment details we have to process the payment on the same intervals as last year. If you are paying by direct debit we will endeavour to place you with a similar or the same premium finance plan as your existing credit agreement. The figures will be set out in the renewal letter and we will attempt to process the payment up to 5 business days prior the renewal date. Should you not wish to renew the policy for whatever reason or wish to arrange a different payment method please contact us your earliest convenience in order that we may stop the payment process (direct debit renewals require a minimum notice period of 14 business days to prevent the payment from being collected. We also reserve the right to automatically renew any additional policies such as breakdown assistance cover. If we do not hear from you to the contrary, we will treat it that you agree to this). IMPORTANT - Until we receive payment no cover will be in force beyond the expiry of your current policy.

How to make a claim

Instructions on how to make a claim are included in your policy booklet and policy summary. You will find the insurance undertakings address, telephone number or other point of initial contact. Additionally, you will find the information which you must provide when notifying a claim (if this is not the case please use your policy/certificate number on all contact). All claims need to be reported as soon as reasonably possible. If any document or keys relating to a claim need to be submitted to us or the Insurer by post, they need to be sent recorded delivery. All outstanding premiums must be paid before any claim payment can be made.

Conflicts of interest

Conflicts of interest may arise where we or one of our clients or product providers will have a potential conflict of interest with business being transacted for you. If this happens and we become aware that a potential conflict exists, we will write to you and obtain your consent before we carry out your instructions, and detail the steps we will take to ensure fair treatment.

Insurer Security

Whilst we monitor the financial strength of the Insurers, with whom we place business it should be noted that the claims-paying ability of even the strongest Insurers could be affected by adverse business conditions. We cannot therefore guarantee the solvency of any Insurer or underwriter. A liability for the premium, whether in full or pro rata, may arise under policies where a participating Insurer becomes insolvent.

Transferred Business

If we take over the servicing of insurance policies which were originally arranged through another broker or intermediary, or directly with an Insurer, we do not accept liability for any claim arising out of the advice given by that broker, intermediary or Insurer, nor for any errors omissions or gaps in your current insurance protection. We would ask you to contact us without delay should any aspect of a policy which has been transferred to us cause you concern or if you need an immediate review. Otherwise we will endeavour to review all transferred policies as they fall due for renewal.

Financial Services Compensation Scheme

We are covered by the Financial Services Compensation Scheme (FSCS) and therefore you may be entitled to compensation from the FSCS if we should be unable to meet our obligations. This depends on the type of business and the circumstances of the claim. For most types of non-compulsory insurance, protection will be provided for 90% of the claim with no upper limit. Further information about compensation scheme arrangements is available from the FSCS. Where the claim is in respect of a relevant omission on a Professional Indemnity Policy, then 100% of the claim is covered. A relevant omission is where the firm has not passed the premium on to the Insurer or passed claim payments onto the policyholder or otherwise not taken steps and caused a contract not to be effected by the Insurer. Further information about compensation scheme arrangements is available from the FSCS.

How to make a complaint

We strive to ensure that the service we offer is amongst the best in the industry. Consequently, if you have a complaint about Peacock Insurance staff or its services please follow the following steps below so we may attempt to remedy the situation and prevent any future reoccurrences. If you have a complaint against your Insurer, please refer to the policy booklet for details of your Insurer's complaints procedure.

Step 1 Please write to the 'Complaints Officer' at Peacock Insurance Services, Oak House, Eastwood Business Village, Harry Weston Road, Coventry, CV3 2UB or contact us on 02476 437600 detailing your dissatisfaction and if possible the member of staff you have been dealing with. We expect the majority of complaints will be quickly and satisfactorily resolved at this stage, but if you are not satisfied, you can take the issue further.

Step 2 Please write directly to the proprietor at the above address.

Step 3 If you remain dissatisfied with our response to your complaint, you may be able to refer the matter to the Financial Ombudsman Service (FOS) www.financial-ombudsman.org.uk The FOS will independently investigate your complaint without charge to you.

You will not be able to refer any complaint to the FOS unless you are a)individuals acting for purposes outside of their trade, business or profession, (b) Micro-enterprises which are smaller businesses with less than 10 employees and an annual turnover of less than €2 million, (c) Charities with an annual income of less than £1 million at the time the complaint is made, (d) Trustees with a net asset value of less than £1 million at the time the complaint is made, (e) Professional clients and eligible counterparties, where the person is an individual acting for purposes outside his trade, business, craft or profession Following the above complaints procedure will not affect your legal rights. Please provide your policy details on all correspondence.

Monthly payments by direct debit

Payments can always be made in full by cash, credit/debit card, BACS payment or bankers draft. Additionally, most annual policies can be paid for by direct debit. For full details of the terms and conditions and interest charges, please ask. Availability is subject to status. A deposit is required. Quotations given on request. If you choose to pay by direct debit, you will be provided with a Consumer Credit Agreement, which may require to be signed and returned. This agreement will be with an external finance company and sets out the amount and number of your direct debit payments including any interest charges. If you default on these payments, the total outstanding balance will become due. If the policy is cancelled mid term, these payments must still be made until any return premium is notified to you. Any return premium is notified to us by an Insurer. This refund will be returned to the finance company to go towards any outstanding balances on your credit agreement. Any remaining balance will be returned to you. If the return premium does not cover the outstanding balance on your credit agreement, you will be liable for the remaining balance. Some of our direct debit arrangements require a deposit to be paid on inception of your policy. Policy inception is followed by 1,4,6,9,10 or 11 monthly direct debit payments (depending on the type of policy.) as we operate a third-party credit agreement, policies we arrange cannot be paid for via an Insurer's direct debit scheme.

Other monthly payments

In some circumstances, annual policies may be paid for by monthly payments in cash or debit/credit card. For full details of the terms and conditions and interest charges, please ask. Availability is subject to status. A deposit is required. Quotations given on request. If paying monthly by debit/credit card payments will automatically be taken from the card details provided on the due date.


Where the full payment has been made by credit/debit card, we will, wherever possible, make the refund to that card. All other refunds by cheque will be made to the policyholder, unless specifically authorised otherwise by the policyholder.

Our right to cancel your insurance

If you choose to pay by monthly direct debit or under our instalment scheme, you will be provided with our Consumer Credit Agreement or Instalment Agreement to sign. You are reminded that it is a term of both agreements that you authorise us, as your agent, to instruct the insurers to cancel your insurance, if any monthly direct debit or instalment payment, or any other amount due under those agreements, is in arrears and not paid by the due date.

Our service charges

You will be charged a fee for our services when your policy commences, at renewal, cancellation, for any mid term adjustments or duplicate documents. Fees are also charged for instalments, direct debit payments/arrangements and charge card payments. These charges are listed below and in the 'Statement of Price', which is given to every customer and relates to every incepted insurance policy. We reserve the right to change our fees from time to time. Quotations: Free of charge. Our fees for new business or renewal cases, which are incepted, are charged at 10% of the insurance premium (after insurance premium tax has been added), with a minimum charge of £30.00, unless otherwise advised. In addition, we may also charge a documentation fee of up to £20.00 (please refer to your statement of price for full details). Cancellation fees are charged at 10% of the inception premium, with a minimum charge of £20.00. Not applicable to legal protection policies linked to other policies. If the policy is cancelled after 'Right to cancel period' as detailed above, we will retain our full commission and fee in addition to a cancellation charge. Duplicate documents including cover notes: minimum £20.00 unless otherwise advised, instalment administration charge: minimum £30.00 unless otherwise advised. Returned Payments - cheques or direct debit defaults: minimum £20.00 unless otherwise advised, any changes to the policy (mid-term adjustments): minimum £20.00 unless otherwise advised. It is not economic or practical to issue refund cheques of very small amounts. Accordingly, where a transaction would result in a refund to you from us of less than £1, this nominal amount will be retained by us as an additional service charge. Where a transaction results in a premium credit, any refund to you will be reduced by any service charge and any other sums owing in respect of the policy. If a duplicate certificate is requested at the same time as a request for a cover note then only one charge will be made. In instances of dual insurance, a charge of £15.00 can be made, per policy, per year. These charges are in addition to any insurer charges. We reserve the right to take any debt owed to us directly from any credit card/debit card used through the duration of the policy. Should there be a debt on the policy, we reserve the right to charge interest at 8% plus the Bank of England Base Rates, Legal Fees upto £595 and Administration Fees should a third-party agency be employed.

Protecting your personal details

Please refer to our privacy policy for full details. It is important for you to know that your personal details, and those of anyone else covered under your policy, are not disclosed to anyone else except in the circumstances described below and those detailed in our privacy policy. We will share information where the disclosure is required by law. As part of the process of providing you with a quote, arranging your insurance and putting your cover in place, your personal data will be shared with Insurers. We may also use the information we have on record to tell you, by phone, letter or e-mail about insurance related or other goods and services, which we think you may be interested in. These are likely to include financial services such as the provision of credit, loan and mortgage facilities, life assurance, savings and investment products, and 'life-style' products and services, such as payment protection and associated products, as well as products and services related to the insurance, protection, maintenance and repair of your personal goods and property. These may be products and services supplied by us or other selected third parties. Your payment details will also be retained by ourselves for processing automatic renewals, additional/refunded premiums after an adjustment is made to your policy. Please let us know if you do not want us to do this. Insurers pass information to the Claims and Underwriting Exchange Register, run by Insurance Database Services Ltd (IDS Ltd) and in the case of road risk policies the Motor Insurance Anti-Fraud and Theft Register, run by the Association of British Insurers (ABI). The aim is to help them to check information provided and to prevent fraudulent claims. When we deal with your request for insurance, we or your Insurers may search these registers. Under the conditions of your policy, you must tell us about any incident (such as an accident or theft) which may or may not give rise to a claim. When you tell us about an incident, we or your Insurers will pass information relating to it to the registers. Your policy details will be added to the Motor Insurance Database (MID), run by the Motor Insurers' Information Centre (MIIC). MID data may be used by the DVLA and DVLNI for the purpose of Electronic Vehicle Licensing and by the Police for the purposes of establishing whether a driver's use of the vehicle is likely to be covered by a motor insurance policy and/or for preventing and detecting crime. If you are involved in an accident (in the UK or abroad), other UK Insurers, the Motor Insurers' Bureau and MIIC may search the MID to obtain relevant policy information. Persons pursuing a claim in respect of a road traffic accident (including citizens of other countries) may also obtain relevant information, which is held on the MID. You can find out more from your Insurer, or at www.miic.org.uk. You should show this notice to anyone insured to drive the vehicle covered under this policy. If you would like a copy of your policy record, please request this in writing enclosing a cheque for £20 payable to Peacock Insurance Services, and send to Administration Department at Peacock Insurance Services Limited, Oak House, Eastwood Business Village, Harry Weston Road, Coventry, CV3 2UB. We reserve the right to charge £10 to look for and supply (if located) any call recordings requested.

Version 1.2 9/08/2017