Key Facts about Downunder Travel Insurance

about our insurance services

Downunder Insurance Services Ltd
PO Box 55605
London
W9 3UW

1. The Financial Services Authority (FSA)

The Financial Services Authority (FSA) is the independent watchdog that regulates financial services. It requires us to give you this document. Use this information to decide if our services are right for you.

2. Whose products do we offer?

We offer products from a limited number of insurers. A list of the insurance undertakings and companies from which we have made this selection or deal with in relation to this contract is available upon request..

3. Which service will we provide you with?

You will not receive advice or a recommendation from us. We may ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed.

4. What will you have to pay us for our services?

There is a Fee of £40 plus IPT for the arranging of Motor Insurance. We may also charge £25 for a Mid-Term Adjustment e.g. adding a driver to your existing policy and/or £5 for duplicate copies of your policy. This will be payable immediately before the Mid-Term Adjustment takes effect or before a duplicate is sent out.

There is No Fee for the arranging of Travel Insurance policies.

You will receive a quotation that will tell you about any other fees relating to any particular insurance policy.

5. Who regulates us?

Downunder Insurance Services Limited is authorised and regulated by the Financial Services Authority (FSA). Our FSA Register number is 306618. This fact can be checked on the Financial Services Authority (FSA) register at: http://www.fsa.gov.uk/register/home.do or by contacting them on 0845 606 1234.

Our permitted business is advising on and arranging general insurance contracts.

6. What to do if you have a complaint.

It is Downunder Insurance's aim to offer a high quality of service at all times, however we accept that at times and due to unforeseen circumstances that this will not always be possible. In accordance with our regulations, we are obliged to tell you about our complaints procedures. Each policy may also contain its own further specific complaints process therein.

If you wish to register a complaint about the sales service, please contact us by mail, telephone or e-mail:

Mail: Downunder Insurance Services Ltd, PO Box 55605, London, W9 3UW.

Telephone: 020 7402 9211

e-mail; info@duinsure.com

Full details of the complaint will be taken and registered. If possible the complaint will be handled by a senior manager there and then. If this is not possible, we will write to you within 5 business days and provide you with the following information:

• The name of the person dealing with the complaint
• A contact / extension number to reach that person on
• A reference number to quote on all future correspondence
• A timescale (within 8 weeks) of when you can expect to receive our final response
• The complaint should be settled within 8 weeks with one of the following conclusions (these are called our Final responses):
  • We will accept the complaint and offer full compensation, where appropriate or other form of settlement; or
  • We will reject the complaint, giving full reasons for doing so; or
  • A combination of the above.

If we are unable to give you a final response, we will write to you with a holding response, which will explain why we are not in a position to resolve the complaint, what investigations have so far been conducted and what future investigations we intend to carry out. We will also confirm when you can expect to receive a further response (within a maximum of 8 weeks). However should you be dissatisfied with the delay you have the right to complain to the Financial Ombudsman Service and we will send you an explanation leaflet. You may be entitled to compensation under the compensation scheme if we cannot meet our obligations. This depends on the type of business and circumstances of the claim.

The complaint will be considered resolved when:

• A final response has been made.
• The complainant has indicated in writing that the earlier response has been accepted.
• The complainant has failed to respond to us within 8 weeks of the initial written response.

If it is not possible to reach an agreement on your sales complaint, you have the right to make an appeal to the Financial Ombudsman Service at:

Mail: Financial Ombudsman Service, South Quay Plaza, 83 Marsh Wall, Docklands, London E14 9SR

Telephone: 0845 080 1800

7. Are we covered by the Financial Services Compensation Scheme (FSCS)?

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our financial responsibilities. A claim under this contract of general insurance is covered for 100% of the first £2,000 and 90% of the rest of the claim with no upper limit.

You can get more information by visiting the FSCS's website at http://www.fscs.org.uk/or by writing to:

Financial Services Compensation Scheme
7th Floor Lloyds Chambers
Portsoken Street
London

8. Motor Insurers Database (Motor Insurance Policies Only)

As a result of the 4th EU Motor Insurers Directive, you are required to provide the Motor Insurer's Database (MID) with the make/model, registration number of all vehicles that are owned by you and to be insured under one of our motor insurance policies. In the event of a vehicle substitution or temporary addition, we must be informed.

All changes must be notified immediately. Please note that the notification of vehicle details does not constitute cover being effected and you should not drive until in receipt of a valid cover-note or insurance certificate.

WARNING – It is a legal requirement and failure to supply information and keep it up to date is a criminal offence. The maximum penalty if convicted of non-compliance is £5000.00 MIC will be seeking prosecution of non-compliant policyholders.