Terms of General Insurance Business

Who we are

Worldwide Travel Insurance Services Ltd., Business Centre, 1-7 Commercial Road, Paddock Wood, Tonbridge, TN12 6YT, UK, is authorised and regulated by the Financial Conduct Authority (FCA), number 307592. This information can be checked at http://www.fca.org.uk/register or by contacting the FCA on 0800 111 6768.
We trade through websites worldwideinsure.com and carhire-excess-insurance.com
We are committed to protecting your privacy and will only use the information that we collect about you lawfully, in accordance with the General Data Protection Regulations (please see our Privacy Notice).

Explanation of Service

We provide information relating to the Insurance products that we offer; arrange your insurance cover with Insurers to meet your requirements; assist you with amendments and updates to the data we hold and where appropriate to the cover you have purchased.
We offer products from a limited number of Insurers, but are not contractually obliged to use them exclusively. You will be advised of Insurer's details when discussing your individual requirements prior to your commitment to proceed.
We do not provide any advice or recommendation concerning the travel insurance you are arranging. We ask questions to identify the selection of products available to you and provide information to help you to make your own choice.

Your duty to give information to Insurer

Your insurance is based upon the information you provide to the Insurers when arranging or renewing the insurance or making mid-term changes.
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 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.

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 01892 833338.

Fees and Charges

There is no fee to correct or update your Personal Data to ensure that the information that we hold is up-to-date, however an additional charge may apply if the update affects the cover or terms of your Policy.
There is no fee for Policy alterations other than any additional premium which may apply.

Protecting your Money

Prior to your premium being forwarded to the insurer, and for your protection, we hold premiums received as agent of your Insurer and so your policy is treated as having been paid for, once you have paid us.

Cancelling your policy

You may cancel your policy up to 14 days after receipt and will be entitled to a full refund unless you have travelled (or if on a Single Trip policy the start date shown on your certificate has passed) or you will be making a claim.

Complaints

It is our intention to provide a high level of service at all times. If you have reason to make a complaint about our service, we have internal procedures for handling complaints fairly and promptly.
In the first instance please contact Customer Services by email at customerservices@worldwideinsure.com, or call 01892 839500 or write to Worldwide Travel Insurance Services Ltd., Business Centre, 1-7 Commercial Road, Paddock Wood, Tonbridge, TN12 6YT, UK.

Our procedure is that:

We will acknowledge your complaint within 3 business days of receipt. If we are able to complete our investigation of your complaint and provide a final response within 3 business days, we will include our findings in our acknowledgement letter. A final response is a written response from us which:

• Accepts your complaint and where appropriate, offers redress OR
• Offers redress without accepting the complaint OR
• Rejects your complaint and gives reasons for doing so

A final response letter will inform you that, if you remain dissatisfied with our response, you may refer your complaint to the Financial Ombudsman Service (FOS) but that you must do so within 6 months. If we are unable to investigate and respond within 3 business days we will first send our acknowledgement as above, then within 4 weeks of receiving your complaint, will send you either:

• A final response OR
• An interim response, explaining why we are not yet in a position to resolve your complaint and indicating when we will make further contact (within 8 weeks of receipt of your complaint)

If we have sent you an interim response, we will, by the end of 8 weeks after receipt of your complaint, send you either:

• A final response OR
• A response which:
  - Explains that we are still not in a position to make a final response, giving reasons for the delay and indicating when we expect to be able to provide a final response
  - Informs you that you may refer your complaint to the FOS if you are dissatisfied with the delay and encloses a copy of the FOS's explanatory leaflet

You may accept our response in writing at any time during this process, even if we have not yet issued a final response. You can contact FOS on 0800 0234567 and further information is available at http://www.financial-ombudsman.org.uk.
Alternatively - online sales only
The European Commission has set up an Online Dispute Resolution service (ODR) where consumers in all EU Countries can register a complaint about a purchase made online.
The ODR directs your enquiry to our complaints procedure, where it will be handled in the usual way. It will also let you know that FOS is the UK's dispute resolution body for insurance. Should you need to escalate your complaint further, ODR will transmit your complaint to FOS after 30 days.
Please note that this EU service facilitates contact only and doesn't provide any other service regarding your complaint. You can find this platform at: http://ec.europa.eu/odr

Compensation arrangements

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Further information about compensation scheme arrangements is available from the FSCS at: http://www.fscs.org.uk

Meeting your Demands and Needs for Insurance

Worldwide Travel Insurance is typically suitable for travel customers who wish to insure themselves for medical emergencies, delayed or missed departures, cancellation, interruptions, lost, stolen or delayed possessions, personal accident and personal liability. The levels of cover may vary depending on where you travel (whether in your country of residence or abroad). Travel insurance does not cover everything. You should read the policy wording document carefully to make sure it provides the cover you need. You may already possess alternative travel insurance for some or all of the features and benefits provided by this Travel Insurance policy. It is your responsibility to investigate this. We have not provided you with any recommendation or advice about whether this product meeds your specific insurance requirements.