DEFINITIONS

‘’Consumer’’ means anyone acting outside their trade or profession in respect of the insurance cover requested or arranged.
‘’Company’’, ‘’we’’, ‘’us’’ or ‘’our’’ mean s Heckin Good Ltd. ‘’You’’ or ‘’your’’ means you (and/or your appointed agent).

ABOUT THE FIRM

Heckin Good Ltd is authorised and regulated by the Financial Conduct Authority (FCA) to carry out insurance distribution activities, such as the administration and arranging of your pet insurance policy (Firm Reference Number: 1013447 ) with the Insurer. You can check these details by visiting the ‘Financial Services Register’ on the FCA’s website at https://register.fca.org.uk/s/ or calling the FCA on 0800 111 6768.
Our registered office is at Heckin Good, Jenners, Slaugham, West Sussex, RH17 6AQ Telephone: 07712 576609 Email: hello@HeckinGood.co.uk

OUR SERVICE

We deal with a single insurer for pet insurance, which we have selected as offering value for money and quality service. We will explain the main features of the products and services that we offer you including details of the provider, main details of cover and benefits, any unusual restrictions or exclusions, any significant conditions or obligations and the period of cover. We provide information only and do not provide advice on the suitability of the product.

As an insurance intermediary we are subject to the law of agency, which imposes various duties on us. In certain circumstances we may act for and owe duties of care to other parties other than yourself, including the insurer. We will advise you when these circumstances occur, so you will be aware of any possible conflict of interest. In respect of pet insurance, we act for the insurer under a delegated authority agreement and enter into insurance policies and issue policy documentation on their behalf. Notwithstanding this, we endeavour to always act in your best interest. In sourcing and placing pet insurance policies we act as agent for both you and the insurer. In respect of claims we act as your agent.

When obtaining a quotation via our web portal we provide information only and do not therefore make a personal recommendation. If we do make a recommendation we will have assessed your needs based on the information you have provided. We will tell you if we are making a recommendation. We will advise you if we are unable to place your insurance.

Our services may include:

● Offering you a product that suits your insurance needs
● Arranging insurance cover with insurers to meet your requirements
● Helping you with any subsequent changes to your insurance you have to make
● Providing all reasonable assistance with any claim you have to make

ABOUT THE INSURER

Covea Insurance Plc provides the insurance to cover you for your pet.

Covea Insurance Plc (Insurer) is an insurance capacity provider, registered in England and Wales under Company Number 202277. Registered Office: A&B Mills, Dean Clough, Halifax, HX3 5AX. Registered in England and Wales Number 613259.The Insurer is authorised by the Prudential Regulation Authority (PRA) and regulated by the FCA and PRA to underwrite insurance policies. As above, You can check these details by visiting the ‘Financial Services Register’ on the FCA’s website at https://register.fca.org.uk/s/ or calling the FCA on 0800 111 6768.

If in future we engage a new Insurer for part or all of Your insurance policy, We will inform you in advance of any changes, providing details of the new Insurer as well as any amendments to Your policy.

IMPORTANT INFORMATION FOR CONSUMER CUSTOMERS

Under the Consumer Insurance (Disclosure and Representation) Act 2012 (the Act), it is your duty as a consumer to take reasonable care not to make a misrepresentation to an insurer. For the purposes of the Act, if you fail to comply with a request from the insurer to confirm or amend particulars previously given it is capable of being a misrepresentation. It is important that you ensure all statements you make on proposal forms, claim forms and other documents are full and accurate and we recommend that you keep a copy of all correspondence in relation to the arrangement of your insurance. Under the Act an insurer has exercisable rights against a consumer in respect of qualifying misrepresentations in breach of the consumer’s duty of reasonable care where the insurer considers the misrepresentation to be either deliberate or reckless or careless.
If you are in doubt about any point in relation to your duty to take reasonable care and subsequent qualifying misrepresentations you should contact us immediately.

FINANCIAL CRIME

Please be aware that current UK money laundering regulations require us to obtain adequate ‘Know Your Client’ information about you. We may cross check you against The Office of Financial Sanctions Implementation (OFSI) HM Treasury consolidated list of Financial Sanctions Targets in the UK as part of the information gathering process.

We are obliged to report to the National Crime Agency and/or Serious Fraud Office any evidence or suspicion of financial crime at the first opportunity and we are prohibited from disclosing any such report. We will not permit our employees or other persons engaged by them to be either influenced or influence others in respect of undue payments or privileges from or to insurers or clients.

SOLVENCY OF INSURERS

We cannot guarantee the solvency of any insurer with which we place business. This means that you may still be liable for any premium due and not be able to recover the premium paid, whether in full or in part, should an insurer become insolvent.

TERMS OF PAYMENT

Our payment terms are as follows (unless specifically agreed by us in writing to the contrary):

• New policies: immediate payment on or before the inception date of the policy
• Alterations to existing policies: immediate payment on or before the effective date of the change
• Renewals: due in full before the renewal date.

You may be able to pay premiums by instalments through a credit scheme operated by a third party premium finance company or insurer. Please note, we can only pay premium to insurers on your behalf once we have cleared funds from you or your premium finance company.

If payment is not received from you in accordance with the above terms, we, or your insurer may cancel or lapse the relevant policy/policies, which could mean that part or all of a claim may not be paid. You may also be in breach of legally required insurance cover.

If you wish to pay your premium by instalments, we do not recommend any particular credit provider but we are able to introduce you to credit providers (which may include a third party premium finance company or an insurer). There may be other credit providers (including insurers) able to offer better credit terms than those made available to you by a party we have introduced to you.

As part of the process for granting credit a provider will search public information that the credit reference agency holds about you and any previous payment history you have with that provider. The credit reference agency will add details of the search about you and your application to their record about you whether or not your application is successful. Please read carefully the provider’s pre-contractual explanations and the information regarding the cost of credit (including any representative examples). Together they provide important information in relation to the credit facility available from the finance provider.

Where you decide to enter into a credit scheme for the payment of premium, you will receive separate terms and conditions from the relevant premium finance company or insurer which will govern that arrangement, including any fees they apply and the cost of default charges. It is important that you take time to read this document and must contact us if you do not receive this. If you have any queries or questions, either about the service provided by the finance provider or their terms and conditions you should in the first instance contact them.

In accordance with the terms of any such credit scheme we may instruct your insurer to cancel your insurance policy if you are in default of your payments due under the scheme and any return premium or other payment due to you from the insurer may be applied to discharge your liability under the credit scheme without further reference to you.

HOW WE DEAL WITH YOUR MONEY

Depending on the specific arrangements with insurers, any payment we receive from you will be paid directly to the insurance provider or held in a Non Statutory Trust Client Bank account as permitted under the FCA’s Client Money rules. This money will be held by us as agent of the insurer as determined by the agreement we have in place with each insurer. Where money is held as agent of the insurer, this means that when we have received your cleared premium, it is deemed to have been paid to the insurer. Under these arrangements, we retain for our own use any interest earned on the trust account.

Our standard accounting practice is to take our commission upon receipt of your cleared funds prior to payment of the premium to the insurer.

Unless we receive your written instruction to the contrary, we shall treat receipt of payment from you and of any claim payment and/or refund of premium which fall due to you, as being with your informed consent to the payment of those monies into the Trust bank account.

QUOTATIONS

Unless otherwise agreed, any quotation given will normally remain valid for a period of 30 days from the date it is provided to you. We reserve the right to withdraw or amend a quotation in certain circumstances, for example, where the insurer has altered their premium/terms for the insurance since the quotation was given, where there has been a change in the original risk information/material circumstances disclosed or if a claim/incident has occurred since the terms were offered.

RENEWALS

You will be provided with renewal terms in good time before expiry of the policy, or notified that renewal is not being invited. Unless you advise otherwise, renewals are invited on the basis that there have been no changes in the risk or cover required, other than those specifically notified to us or your insurers (see ‘The Duty of Fair Presentation’ sections). It is very important that you check the information provided at renewal to confirm it remains accurate and complete. If any of the information is incorrect or if your circumstances have changed, you should contact us immediately so we can update your details. Having given you notice of the renewal, to ensure you are not left without cover, we will renew the policy automatically unless you request otherwise. As part of this renewal process, we will request payment via the existing payment method.

NOTIFICATION OF INCIDENTS/CLAIMS

Your policy documentation will provide you with details on who to contact to make a claim. It is essential to notify immediately all incidents that may result in a claim against your insurance policy. You must do so whether you believe you are liable or not. Any letter or claim received by you must be passed on immediately, without acknowledgement. Only by providing prompt notification of incidents can your insurance company take steps to protect your interests. Claims payment will be made in favour of you. If you require a payment to be made to a third party, then you must confirm the required payee name and details and provide a brief explanation for your request. Please contact us for guidance on claiming under your policy.

CANCELLATION

Your policy document will detail your rights to cancel your insurance once you have taken it out. Depending on the type of policy you have purchased, you may be entitled to cancel within 14 or 30 days of either conclusion of the contract or receiving your policy documentation, whichever occurs later. This is often referred to as a cooling off period. Where you cancel a policy before renewal, you will be responsible for paying a charge to meet the cost of cover provided and administration expenses. Please see the ‘Remuneration, Fees & Charges’ section.

REMUNERATION, FEES AND CHARGES

We are paid by commission from the insurer. In some circumstances we may charge you a fee as well, if this is the case it will be confirmed to you in writing at the time of incepting or renewing your policy and will always be disclosed to you before you commit to purchasing the product.

We may receive additional payments such as profit share or profit commission from insurers. For example, insurers may pay us profit commission under a delegated authority contract or other facility or an individual contract in recognition of the overall profitability of the contract. We may also earn income from insurers or other sources in other ways. This may be income received from insurers for the provision of ancillary services solely on their behalf or from premium finance providers or insurers for introducing you to them.

Upon request, we will be pleased to provide details of any income we are due or have received as a result of placing your business.
Where a policy is cancelled before renewal, insurers charge to cover their costs, with the balance refunded to you, subject to no claim having been made. Full details will be available in your policy. In the event of an adjustment giving rise to a return of premium the amount may be refunded or held to credit.

Your attention is specifically drawn to the following: Where you cancel your policy after the expiry of the cooling off period or where you request a mid-term adjustment which results in a refund of premium, we reserve the right to charge you for our time and costs. This will usually result in us reducing the amount refunded to you by the FULL amount of the commission and fees we would have received had you not cancelled. However, any charge made will not exceed the cost of the commission and fees we would have earned.

COMPLAINTS

It is our intention to provide you with the highest possible level of customer service at all times. However, we recognise that things can go wrong occasionally and if this occurs, we are committed to resolving matters promptly and fairly.

Should you wish to complain you may do so in writing to Heckin Good Ltd, Jenners, Slaugham, West Sussex, RH17 6AQ or by e-mail at hello@HeckinGood.co.uk

Should you not be satisfied with our final response, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). More information is available on request or on their website www.financial-ombudsman.org.uk. Further details will be supplied at the time of responding to your complaint.

FINANCIAL SERVICES COMPENSATION SCHEME (FSCS)

We are covered by the Financial Services Compensation Scheme and you may be entitled to compensation from the scheme depending on the type of business and circumstances of the claim if we cannot meet our obligations. Further information about compensation scheme arrangements is available from the Financial Services Compensation Scheme at www.fscs.org.uk.

CONFIDENTIALITY AND DATA PROTECTION

We are a data controller for the information you provide to us including individual, identification and financial details, policy history and special category data (such as medical or criminal history).

Details of our legal basis for processing your information, along with details of any third party recipient whom it may be necessary to share your personal data with in order to fulfil the contract, retention period for data held, security of your data, your rights under the UK General Data Protection Regulations (UK GDPR) including the right to complain can be found in our full ‘Privacy Notice’ on our website www.heckingood.co.uk

COMMUNICATIONS/DOCUMENTATION

We will issue all documentation to you in a timely manner. Documentation relating to your insurance will confirm the basis of the cover and provide details of the relevant insurer. It is therefore important that the documentation is kept in a safe place, as you may need to refer to it or need it to make a claim. A new policy/policy booklet is not necessarily provided each year, although a duplicate can be provided at any time upon request. You should always check the documentation to ensure all the details are correct and if this is not the case, you should contact us immediately. If documents are issued by electronic means or via an internet portal, paper documents are available free of charge on request.

TERMINATION OF OUR AUTHORITY TO ACT ON YOUR BEHALF

You or we may terminate our authority to act on your behalf by providing at least 14 days’ notice in writing (or such other period we agree). Termination is without prejudice to any transactions already initiated by you, which will be completed according to these Terms of Business unless we agree otherwise in writing.

You will remain liable to pay for any transactions or adjustments effective prior to termination, and we shall be entitled to retain any and all commission and/or fees payable in relation to insurance cover placed by us prior to the date of written termination.

THIRD PARTY RIGHTS

Unless otherwise agreed between us in writing, no term of this Terms of Business is enforceable under the Contracts (Rights of Third Parties) Act 1999.

GENERAL

If any provision of these Terms is found to be invalid or unenforceable in whole or in part, the validity of the other provisions of these Terms and the remainder of the provision in question will not be affected. These Terms shall be governed by the laws of England and Wales and the parties agree herewith that any dispute arising out of it shall be subject to the exclusive jurisdiction of the relevant court. These Terms supersede all proposals, prior discussions, and representations (whether oral or written) between us relating to our appointment as your agent in connection with the arranging and administration of your insurance. These Terms constitute an offer by us to act on your behalf in the arranging and administration of your insurance. In the absence of any specific acceptance communicated to us by you (whether verbal or written) you are deemed to accept our offer to act for you on the basis of these Terms, by conduct, upon you instructing us to arrange, renew or otherwise act for you in connection with insurance matters.