Heckin Good


Terms and Conditions

About us

HeckinGood Limited ("HeckinGood", "we", "us", "our") is an insurance broker registered in England and Wales.

Company number: 12790905

Registered address: Jenners, Slaugham, Haywards Heath, England, RH17 6AQ

We are authorised and regulated by the Financial Conduct Authority (FCA). Our Firm Reference Number is 1013447. You can check this on the Financial Services Register at https://register.fca.org.uk or by calling the FCA on 0800 111 6768.

Our products are underwritten by Fortegra Insurance UK Ltd. ("Fortegra UK"), Company No. 15182608, of 20 Fenchurch Street, 5th Floor, London, England EC3M 3BY.

What these terms cover

These terms apply to your use of our website at heckingood.co.uk and our online quote and buy service. Please read them carefully before you use the site.

By using our website you agree to these terms. If you do not agree, please stop using the site.

These terms sit alongside the following, which also apply to you:

  • Your policy documents - including the Policy Wording and Insurance Product Information Document (IPID)
  • Our Privacy Policy, which explains how we use your personal data
  • Our Cookie Policy

If there is any conflict between these terms and your policy documents, the policy documents take precedence for insurance matters.

Our service

HeckinGood is an insurance broker. We arrange pet insurance on your behalf with Fortegra UK, who underwrite all our policies.

Non-advised service

We do not give personal advice. We will not make a recommendation about whether a product is right for you. We give you clear information about our products, and you decide whether to buy. This is called a non-advised sale.

It is your responsibility to read the policy documents carefully and to check that the cover meets your needs before you buy.

Our products

We currently offer two pet insurance products for cats and dogs:

  • Critical Care - covers emergency lifesaving surgery and hospitalisation
  • Initial Care - 42-day time-limited cover for accident, injury & illness

Full details of what is and is not covered are set out in the Policy Wording and IPID for each product. You can download these at any time from your account or our website.

How we are paid

We receive a commission from Fortegra UK when we arrange a policy for you. We do not charge you any separate fees for our service.

Information we need from you

You must take reasonable care to give us complete, accurate and honest answers to all questions we ask - when you get a quote, take out a policy, make a change, or renew.

If you fail to take reasonable care and this results in a misrepresentation, your insurer's remedy depends on the type of misrepresentation, in line with the Consumer Insurance (Disclosure and Representations) Act 2012:

  • Deliberate or reckless misrepresentation: your insurer may treat your policy as if it never existed, refuse all claims, and need not return your premium, except to the extent (if any) that it would be unfair to you for the insurer to retain it.
  • Careless misrepresentation: your insurer's remedy must be proportionate to what they would have done had they known the correct information. Depending on the circumstances, they may adjust the terms of your policy, reduce a claim payment in proportion to the premium you should have paid, charge an additional premium, or, in limited cases, treat the policy as if it never existed and return your premium.

If a misrepresentation affects your policy or a claim, your insurer will explain which of the above applies, the reasons for their decision, and your right to complain if you disagree.

Your premium may also change to reflect updated or corrected information.

If anything changes after you take out your policy - for example, your address, or your pet's details - please let us know as soon as possible via your online account or by contacting us.

Please keep copies of any information you give us.

Payment

Payments are processed securely by Stripe, our payment provider. HeckinGood does not store your card details.

You can pay monthly or annually by credit or debit card, direct debit, Apple Pay, or Google Pay.

Your cover will not start until payment has been received. If a payment fails, we will contact you. If payment is not made, your policy may lapse.

Cancellation and refunds

Your 14-day right to cancel

Once you take out a policy, you have 14 days to change your mind. This is called the cooling-off period. The 14 days starts from whichever is later:

  • the date your cover starts, or
  • the date you receive your policy documents

If you cancel within this period and have not made a claim, we will give you a full refund.

If you have made a claim during the cooling-off period, no refund is due and the full premium for the policy year remains payable.

Cancelling after the cooling-off period

You can cancel your policy at any time through your online account.

If you cancel after the cooling-off period and no claim has been made or is in progress, you will receive a pro-rata refund for the unused days of cover.

If a claim has been made or is in progress at the time of cancellation, no refund is due and the full annual premium remains payable.

When we may cancel your policy

We or Fortegra UK may cancel your policy in limited circumstances, including:

  • if you do not pay your premium
  • if you provide false or misleading information
  • if we reasonably suspect fraud

Where we cancel your policy, we will give you reasonable notice and any refund due will be calculated in the same way as described above.

Renewal

We will write to you before your renewal date to let you know your renewal terms. In line with the FCA's general insurance pricing rules, your renewal notice will show last year's premium alongside this year's renewal premium, so you can easily compare them. Please read the renewal documents carefully to make sure the details are still accurate and the cover still meets your needs.

If you pay by continuous payment authority (recurring card payment) or direct debit and we do not hear from you, your policy may renew automatically. Details will be set out in your renewal notice.

You can stop an automatic renewal at any time by cancelling through your online account or contacting us. You can also cancel a continuous payment authority directly with your bank or card provider; they are required to act on your instruction, and you do not need our agreement to do so.

If we cannot offer you a renewal, we will tell you before your policy expires.

Claims

Claims are managed by HeckinGood on behalf of Fortegra UK. You can submit a claim through your online account at any time.

To make a claim you will need to provide:

  • your policy number
  • details of your pet and the treatment
  • the vet practice details
  • a copy of the vet invoice and clinical notes

Please notify us of any incident that may give rise to a claim as soon as possible. Delays in notifying us may affect your claim.

Some claims are assessed using an AI-powered claims platform. Full details of how this works, and your right to request human review of an automated decision, are set out in Section 7 of our Privacy Policy.

Full details of the claims process, including time limits, are set out in your Policy Wording.

If you have a question about a claim, please contact us at claims@heckingood.co.uk.

Complaints

We want to provide an excellent service, but if something goes wrong we want to hear about it.

How to complain

Please contact us in the first instance:

  • Email: hello@heckingood.co.uk
  • Post: Customer Services (Complaints), HeckinGood Limited, Jenners, Slaugham, Haywards Heath, RH17 6AQ

What happens next

We will acknowledge your complaint within one business day. We aim to resolve all complaints within eight weeks. If we cannot, we will write to explain why and give you an expected timescale.

If you are still not satisfied

If you are unhappy with our final response, or if eight weeks have passed without a resolution, you may be able to refer your complaint to the Financial Ombudsman Service (FOS) - free of charge.

You must refer to the FOS within six months of our final response.

Contact the FOS:

Using the complaints procedure does not affect your right to take legal action.

Financial Services Compensation Scheme (FSCS)

The FSCS is the UK's statutory compensation scheme for customers of authorised financial services firms. It can pay compensation if a firm is unable to meet its obligations to you. Cover applies in two separate situations:

  • Insurer failure: if Fortegra UK is unable to meet its obligations under your policy, non-compulsory general insurance such as pet insurance is covered for 90% of any valid claim, with no upper limit.
  • Broker failure: if HeckinGood is unable to meet its obligations to you (for example, in respect of premiums you have paid us that have not been passed on), insurance intermediation is also covered for 90% of any valid claim, with no upper limit.

For more information visit https://www.fscs.org.uk.

Your data

We collect and use your personal data to provide our service, process payments, handle claims, and meet our legal obligations.

We process your data lawfully under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Your data may be shared with Fortegra UK, our technology partners (including our platform provider and claims management system), and regulatory bodies where required by law.

You have the right to access, correct, and in certain circumstances request deletion of your personal data. You can also object to how we use it.

For full details, including your rights, please read our Privacy Policy or contact us at hello@heckingood.co.uk.

Using our website

Permitted use

You may use our website for personal, non-commercial purposes only - to get quotes, buy and manage policies, and find information about our products.

Things you must not do

When using our website, you must not:

  • introduce viruses, malware, or other harmful code
  • attempt to gain unauthorised access to our systems or any connected systems
  • use automated tools to extract or copy data from our site
  • use any part of our website for commercial purposes without our permission
  • link to our website without our prior written consent

A breach of these requirements may be a criminal offence. We will report serious breaches to the relevant authorities.

Intellectual property

All content on our website - including text, graphics, the HeckinGood name and logo, and underlying code - is owned by or licensed to HeckinGood Limited. All rights are reserved.

You may not copy, reproduce, distribute, or republish any part of our website without our prior written permission, other than for your own personal use (for example, printing a page for reference).

Website availability and accuracy

We aim to keep our website available at all times, but we cannot guarantee uninterrupted access. We may suspend or withdraw the site for maintenance, updates, or for reasons beyond our control.

We take care to keep the information on our website accurate and up to date, but we do not guarantee that it is always complete or current. The materials on our website do not constitute financial advice. Nothing on our site overrides the terms of your policy documents.

We are not responsible for the content of external websites we link to. Links are provided for information only and do not indicate our endorsement.

Our liability

We are not liable for any loss or damage arising from your use of, or inability to use, our website - including loss of data, loss of profits, or other indirect or consequential losses - except where that loss is caused by our negligence or a breach of our regulatory obligations.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any matter where limiting our liability would be unlawful.

Our regulatory duties to you under the Financial Services and Markets Act 2000 and FCA rules are not affected by these terms.

Changes to these terms

We may update these terms from time to time. When we do, we will update the date at the top of this page. Continuing to use our website after a change means you accept the updated terms.

Where a change affects your existing policy, we will notify you in advance.

Governing law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales, unless we agree otherwise.

Contact us

If you have any questions about these terms or our service, please get in touch: