InsuraHome is an insurance product and service operated by Voyager Insurance Services Limited.
InsuraHome is an insurance product and service operated by Voyager Insurance Services Limited. InsuraHome is a trading style of Voyager Insurance Services Limited. Voyager Insurance Services Limited is an independent insurance intermediary and acts on your behalf in arranging your insurance. We are authorised and regulated by the Financial Conduct Authority (FCA). Our Firm Reference Number is 305814. We are permitted to arrange, advise on, deal as an agent of insurers and clients and assist in claims handling with respect to non-investment insurance policies. You can check these details by visiting the FCA’s website, www.fca.org.uk/register, or by contacting the FCA Consumer Helpline on 0800 111 6788.
Our Duty of Care to You
- InsuraHome will, where it is reasonably practical, confirm in writing instructions to act on your behalf and this will include appropriate reference to any recommendations made but declined by you.
- We will take appropriate steps to understand your insurance needs.
- We will provide adequate information to you to allow you to make an informed decision about the General Insurance Products or General Insurance Activity-related services being proposed.
- We will advise you on the key features of the insurance proposed including the terms and conditions.
- If unable to match your requirements, we will explain any differences in any other insurance we propose.
- Fees & Charges: We may levy a £35 (including IPT – Insurance Premium Tax at the current applicable rate) non-refundable Administration charge for every policy written or renewed. This charge will cover any further administration work we carry out on your behalf pertaining to your policy throughout the year.
- Cancellations: If a policy is cancelled by you mid-term for any reason, (other than cancellation during the 14 day “cooling off” period) this will be carried out on the following basis:
- Pro-rata return of premium less 10%
- Please note no refund for cancellation will be given where there has been a claim, or potential claim on the policy during the current period of insurance and the full annual premium will become due and payable.
You are advised to seek our advice before deciding to cancel any policy.
- InsuraHome will not incept/renew cover on your behalf until either the full premium is received, or if paying by instalments, your deposit of 20% of the premium, the administration charge and a signed mandate are received, unless otherwise agreed by us.
Your Duty to Give Information to Insurers
- Your insurance is based upon the information you provide to the insurers when arranging or renewing the insurance or making any mid-term changes. You must ensure that all such information given is complete and accurate. Please take care to answer all questions honestly and to the best of your knowledge.
- You are responsible for all answers or statements that you make when arranging the insurance, on proposal forms, statements of fact, claim forms or other material documents and you should ensure that these are full and accurate.
- If you do not answer the questions correctly at the start of the policy or fail to advise the insurers promptly of changes to the information you have given during the period of insurance, this may invalidate your insurance cover and could mean that part, or all, of a claim may not be paid.
- We will provide you with prompt written confirmation and details of the insurance which has been effected on your behalf including identifying the Insurer(s), and advise any changes once the contract has commenced at the earliest opportunity.
- We will forward full policy documentation without avoidable delay where this is not included with the confirmation of cover.
- Respond promptly to your queries and correspondence.
- Deal promptly with requests for amendments to cover and provide you with full details of any premium or charges to be paid or returned.
- Provide written confirmation when amendments are made.
- Remit any return premium and charges due to you without avoidable delay.
How to Claim
- Please refer to your policy summary or your policy document if you need to make a claim. You should contact the specified claims handlers as soon as possible. If in any doubt about whom to contact, please telephone us on +44 (0) 1483 806 815.
Data Protection and Confidentiality
- We will treat any information received by us from you, about you, with the utmost discretion and respect and in accordance with current legislation including the Data Protection Act 1998.
- Under the Act you are entitled to a copy of your personal data held by us upon written request and payment of our fee of £25.
Conflicts of Interest and Treating Customers Fairly
- Occasions can arise where we, or one of our clients or product providers, may have a potential conflict of interests 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 we will detail the steps we will take to ensure fair treatment.
Customer Complaints Procedures
- It is our intention to provide a high level of service at all times, If however, you have reason to make a complaint about our service, we have internal procedures for handling complaints fairly and promptly. In the first instance you should contact Managing Director at Voyager Insurance Services, 31-21 High Street, Guildford, Surrey, GU1 3DG or telephone 01483 562 662.
- We will acknowledge your complaint within 5 Business Days of receipt and you will be advised of the person who will be dealing with the complaint.
- Wherever possible, your complaint will be dealt with within 20 business days and if compensation or redress if felt to be appropriate details of this will be provided. If it is felt that your complaint is not justified you will be provided with full reasons for this decision.
- If a response cannot be given within 20 Business Days, you will be informed in writing of the reasons why we have been unable to resolve the complaint and that it needs more time to do so. We will also advise you of when you can expect to receive our final response.
- If you are still unhappy with the responses to your complaint you may then be able to refer the matter to the Financial Ombudsman Service. The Financial Ombudsman Service can normally deal with complaints from private individuals and small organisations; further information is available from:
The Financial Ombudsman Service
- If you do decide to refer the matter to the Financial Ombudsman Service your legal rights will not be affected.
- We are members of the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if we are unable to meet our obligations. This depends on the type of business and the circumstances of the claim. Further information about the compensation scheme is available at www.fscs.org.uk or by telephoning 0800 023 4567.