Our Terms of Business with you

Effective October 19 2021 - present

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The following is our Terms Of Business with you. When you purchase insurance with us, this document will be provided to you within your online account. You and we will be bound by these Terms of Business for the full period of your insurance with us.

Our Watchdog

The Financial Conduct Authority ("FCA") is the independent watchdog that regulates financial services. Contained in this document is information that the FCA requires us to tell you. Use this information to decide if our services are right for you.

About us

Click2protect UK Limited is a nationwide online insurance intermediary. We own and operate the online name of car2cover.co.uk, a website owned by us since February 2007.

Our address is;
 

Click2protect UK Limited
The Officer’s Mess
Royston Road
Duxford

Cambridgeshire
CB22 4QH

Telephone number 01438 870615

Email address : mail@car2cover.co.uk

Which service will we provide you with?

We operate on what the Financial Conduct Authority refer to as a ‘non advised’ basis.

This means you will not receive advice or a recommendation from us. We will provide you with all the information you require about the policy and you will need to make your own choice about how to proceed.
 

Your obligation

It is your responsibility to provide accurate information and answers to any questions we or our website ask. When applying for insurance, varying your cover, or submitting a claim, you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your policy or the payment of your claim.

It is your responsibility to ensure the insurance meets your demands and needs before purchasing cover. You must also make sure, you, your vehicle and its use are eligible for cover. To enable you to do this, full terms and conditions for each type of insurance are provided on our website. If you do not have access to the internet or you intend to purchase cover by telephone, please ask our agent to email or post a copy before purchase.

Unusual product characteristics

 

Some insurances we arrange are only available to purchase within a limited time after taking delivery of your vehicle. These insurances are mostly multi-year policies and cannot be renewed, extended or purchased again for the same vehicle. It is your responsibility to choose a suitable period of cover.
 

Whose policies do we offer?

We offer specific products usually from one underwriter and we collect or refund premiums on behalf of the insurer. The premiums you pay us include our commission and Insurance Premium Tax at the rate prevailing.

 

A list of all the Insurers we deal with or have dealt with is shown below;

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• Hitachi Insurance from 7th February 2007 to 31st December 2007

• IGI Insurance/Amtrust International from 1st January 2008 to 31st July 2011

• Enterprise Insurance Group from 1st August 2011to 12th September 2015

• Ageas Insurance from 13th September 2015 to 30th September 2016

• Great Lakes Insurance SE from 1st October 2016 to 30th September 2019

• Fortegra Insurance February 2020 to current

 

Your right to cancel your policy and your 'cooling-off' period

You have the right to cancel any policy you buy through us. Cancellation arrangements, refund and cancellation fees will differ according to when you purchased your policy and the insurer’s terms and conditions at that time. Please refer to your policy terms and conditions as the following only applies to policies purchased today. 

 

You are entitled to a statutory ‘cooling-off’ period of 14 days which has been extended by our insurer to 30 days. Your ‘cooling-off’ period begins on the later of;

 

• The policy start date

• The date your policy documents are made available to you
   

You can cancel at any time by 

 

• Cancelling cover within your online account with us

• Calling us on 01438 870615

What you will be entitled to and the cost of cancelling your insurance

 

Before the commencement date of your policy. 

 

If your policy is cancelled before it's commencement date, you will be entitled to a full refund less a £15.00 cancellation fee to cover our costs incurred in setting up, cancelling cover and the cost of receiving and refunding your premium.

 

Within the 30-day' cooling-off' period.

If your policy is cancelled after your policy has started but before the end of the 'cooling-off' period, you will be entitled to a full refund less a £15.00 cancellation fee to cover our costs incurred in setting up, cancelling cover and the cost of receiving and refunding your premium.

 

After the 30-day 'cooling-off' period.

 

If your policy is cancelled after the 30-day‘ cooling-off’ period, you will be entitled to a pro-rata refund of each full unexpired calendar month. A £35.00 cancellation fee is charged by the insurer and deducted from the refund due.

 

What you will pay for our services

We provide digital online access to your documents with access to make address and personalised registration number changes at no charge. You can also make these changes by telephone at no charge.
 

Policy cancellation
 

• Before policy start date - £15 administration fee charged to cover costs incurred.

• During ‘cooling off’ period - £15 administration fee charged to cover costs incurred.

• After ‘cooling off’ period - £35 administration fee charged as per the insurer’s Terms and Conditions.
   

Stopping a lost refund cheque

Issuing a replacement at any time - £12.50. This covers the cost of our bank's charges to us.
 

Changing your address

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No charge for this work

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Changing your vehicle registration number to a personalised number

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No charge for this work

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Transferring your policy to a family member

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No charge for this work

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Transferring your policy to a replacement vehicle following a write-off

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No charge for this work

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Transferring your policy in the event of a bereavement

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No charge for this work

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Who regulates us?

Click2protect UK Limited is authorised and regulated by the Financial Conduct Authority. Our Firm Reference Number is 670499. You can check this on www.fca.org.uk/register  

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Are we covered by the Financial Services Compensation Scheme? 

 

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

 

What to do if you have a complaint

If you have reason to complain, you must first decide what you are complaining about and who is responsible. For example;

1. If you wish to complain about the insurer's terms and conditions or how your complaint was handled, your complaint must be made against the business responsible for handling the insurer's claims. You will find details within your policy terms and conditions.

2. If you wish to complain about how the insurance was sold to you, your complaint must be against us as follows;

a) You may email us at mail@car2cover.co.uk. Please insert your insurance policy number in the subject line followed by ‘Complaint’. Within your email, please tell us what you think we have done wrong.

b) You may write to us at; Click2protect UK Limited, The Officer’s Mess, Royston Road, Duxford, CB22 4QH. Please state your insurance policy number and tell us what you think we have done wrong.

c) You may call us on 01438 870615.

We will aim to resolve your complaint within fifteen (15) working days from first notification of your complaint.

 

If we cannot resolve your complaint within this period, we will notify you in writing to confirm the reasons why and will aim to resolve your complaint within a further fifteen (15) working days from this point.

If you are still dissatisfied with the resolution or your complaint has not been resolved within the timescales detailed above, you have the right to refer your complaint to

The Financial Ombudsman Service,
Exchange Tower,
London, E14 9SR.

You may call them on 0800 0234 567.
Email complaint.info2financial-ombudsman.org.uk,
Website www.financial-ombudsman.org.uk

Version updated 31st May 2022