Terms Of Business

Please read this document carefully. It sets out the terms upon which we agree to act for our customers and contains details of our regulatory and statutory responsibilities. It also sets out some of your responsibilities. Please contact us immediately if there is anything in these Terms of Business that you do not understand.

About Our Company

Jade Stanley Limited is a specialist Travel Insurance intermediary, authorised and regulated by the Financial Conduct Authority (FSA) to transact general Insurance business. Our FCA Registration number is 306205. You can check this information on the FCA's Register by visiting the FCA's website at www.fca.gov.uk/register or by contacting the FCA on 0845 606 1234.

Our Address

Our Registered Address is: Jade Stanley Ltd, 5 Chapel Mews, Waterloo Street, Hove, East Sussex, BN3 1AR.

Ownership

Jade Stanley Holdings Limited owns 90% of the share capital of Jade Stanley Limited.

Our Products and Services

We offer a range of Travel and other Insurance policies from White Horse Insurance Ireland dac, and we are authorised to issue policy documentation and / or certificates on their behalf.

Methods of Communication

We will normally communicate with you by post, telephone or email. Please let us know if you would prefer not to receive communications by email.

Disclosure

Before you enter into a policy with us, you have a duty to disclose to us every material fact that you know, or a reasonable person in the circumstances could be expected to know, which is relevant to our decision whether to accept the risk of Insurance and if so, on what terms. A material fact is any fact, medical or otherwise, which poses an increase in risk to us and likely to influence us in the assessment, acceptance or continuance of your Insurance.

Please note: if you fail to disclose any material facts to us, this could invalidate your Insurance cover.

It is very important that information given in proposal forms, claim forms and declarations to the Insurer is correct. If a form or declaration is completed on your behalf, it is your responsibility to check that the answers given to all questions are true and complete. You are advised to keep copies of any correspondence you send to us or direct to the insurer.

Fees and Charges

Unless we tell you otherwise, when you take out or renew a policy with us, we make no charges in addition to the Insurer's Premium.

Methods of Payment

We accept payments by Credit, Debit Card, Cheque or Bank Transfer. We do not accept American Express.

Handling Client and Insurer Money

We collect and hold money as agent of the insurer.

Quotations

Unless stated otherwise, all quotations provided for new insurances are valid for 31 days from date of issue of the quotation.

Confidentiality

All information provided by our Customers is treated as confidential and only disclosed in the normal course of negotiating, arranging and administering your Insurance. This may include disclosing information to Agents and Service Providers such as Loss Adjustors and approved Contractors. With a few exceptions, for example information requested by a court, a Regulatory body, or information that is already in the public domain, we will not release information to any other party without your consent.

We are registered under the Data Protection Act 1998 and undertake to comply with the Act in all our dealings with personal data.

Changes to your Cover

We will normally deal with requests to increase or amend cover on the day your instructions are received, or the next working day (if a weekend or public holiday). Sometimes changes cannot be processed without obtaining additional information. If additional information is required, we will contact you, as quickly as possible.

We will confirm changes to your policy, once agreed, in writing. We will also advise you of any extra Premiums you must pay or Premiums, we must return to you.

Receipt of Instructions

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

Documentation

Our aim is to produce documentation and correspondence in a clear and understandable format. In the event of any uncertainty we would ask you to let us know immediately. Our staff are always happy to clarify the cover provided. You should check all policy documentation to ensure that the details are correct and the cover provided meets with your requirements. Any errors should be notified to us immediately. We recommend that you keep policy documents for as long as a claim is possible under the policy.

Making a Claim

In the event, you need to make a Claim, you should firstly check the relevant section of you policy to see if you are covered, and check what documentation is required to make a Claim. When returning home, contact the Claims Service to request a Claim Form, you will need to quote your Insurance Certificate Number. In certain cases, you may wish to claim whilst still travelling, this is possible, but you must still adhere to the usual claim requirements.

Making a Claim - Medical

The Assistance Service will confirm whether your treatment or expenses are covered under the terms of your policy and can liaise directly with hospitals regarding your medical requirements and payment of bills. Should you require specialist travel arrangements, the Assistance Service can make appropriate arrangements, based on medical necessity. In some cases, it may be easier to pay minor expenses yourself. If you are in any doubts as to whether these costs will be covered, contact the Assistance Service for prior authorisation. You should keep all Receipts and Medical Reports and submit a Claim when you return home.

The contact details for your Claims Service are provided on the Certificate of Insurance as well as in the Insurance Policy Booklet. Keep copies of your completed Claim Form and all supporting documentation, as originals must be submitted to the Claims Service.

Complaints Procedure

We recognise the importance of service and set ourselves high standards. Should there be an occasion when Jade Stanley Ltd does not meet your expectations, we are equally committed to dealing with any complaint in a thorough and Professional manner. If you wish to register a complaint regarding the sale of your Insurance, please contact us in the following ways:

In Writing :: Customer Services Manager
Jade Stanley Ltd
5 Chapel Mews
Waterloo Street
Hove
East Sussex
BN3 1AR

By Telephone :: 0800 043 0020

By Email :: support@jsinsurance.co.uk

If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.

Compensation

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the FSCS, if we cannot meet our obligations. Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the Claim, without any upper limit. Further details about the compensation scheme arrangements are available from the FSCS.

Cancellation Right

You may have a right to cancel up to 14 days from the date you receive:

The policy document at the start of your insurance or;
The renewal documentation for subsequent periods of insurance

If you have such a cancellation right, we will confirm this to you in the policy schedule.

Should you decide to exercise this cancellation right, you will be entitled to a refund of premium. Should any claim occur prior to the exercise of the cancellation right, where the claim terminates the insurance cover, the insurers may not allow a refund of any of the premium paid.

If this cancellation right is not exercised within the 14 day period as stated above, no amount of the premium paid will be refunded.

Law and Jurisdiction

These Terms of Business shall be governed by and construed in accordance with English Law.

01/11/2017