Terms of Business

Definitions

In this Terms of Business Agreement ("Agreement"), "you" and "your" means the customer/policyholder. "We", "us", and "our" means HeckinGood Ltd.

Who we are

HeckinGood Ltd is registered in England and Wales. Company number: 12790905. Registered office: Jenners, Slaugham, Haywards Heath, England, RH17 6AQ.

Regulation and status

We are authorised and regulated by the Financial Conduct Authority (FCA). Our FCA Firm Reference Number (FRN) is: 1013447. You can check the FCA Register at www.fca.org.uk/register.

About our service (what we do)

We work on your behalf to understand your insurance needs and arrange pet insurance cover. We also work on behalf of the insurer to collect premiums, handle policy changes, process cancellations, deal with mid-term adjustments and we handle claims administration as the agent of the insurer under a delegated authority

We will ask you questions so we understand what you need from your insurance.

We do not provide advice or a personal recommendation. You must decide whether the policy meets your needs and ensure you read your policy documents carefully.

The products we offer

We only offer pet insurance from a single insurer: Fortegra Insurance UK LTD (FRN: 1007149), which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Quote validity

Insurance prices may change. Your quote is valid for 30 days. We will confirm the price before you buy.

Shareholdings (10% disclosure)

We confirm that we do not hold (directly or indirectly) 10% or more of the voting rights or capital in Fortegra Insurance UK Limited, and Fortegra Insurance UK Limited does not hold (directly or indirectly) 10% or more of the voting rights or capital in HeckinGood Ltd. If this changes, we will tell you.

What you will pay us (fees)

Our fees (if any) are in addition to the premium and any charges made by the insurer.

How we are paid (remuneration)

When you buy or renew a policy, we receive commission from the insurer. This is a percentage of the premium.

You can ask us for more information about the commission and other payments we receive in relation to your policy. We will provide this to you in a clear format by email or post.

Our staff may receive salary and performance-related incentives. These incentives are designed to support good customer outcomes and compliance with our regulatory obligations.

Client money (premiums and refunds)

We act as agent of the insurer for the collection and payment of premiums. This means premiums are treated as being received by the insurer when they are received by us.

Any premium refund is treated as received by you when it is actually paid to you. We do not pay you any interest we may earn on money held before it is passed to the insurer or refunded to you.

Paying by Direct Debit

When paying via Direct Debit, you will be responsible for paying the monthly instalments as they fall due. In the event of any due payment not being made, the overdue payment must be made immediately. If the payment is not received within 7 days of the default, we will commence the cancellation procedure in accordance with the policy conditions.

If you pay for your insurance policy premiums by monthly direct debit and have a claim, you are required to continue paying your monthly direct debits or settle the outstanding balance in full. Failure to do so may result in the insurer exercising any rights it has including the possibility of any claim not being settled by the insurer until payment for the policy has been received in full.

Your information and changes to your circumstances

You must answer our questions honestly and to the best of your knowledge. If you do not, the insurer may cancel your policy, treat it as if it never existed, or reject a claim or not pay it in full.

You must tell us about any changes which may affect your insurance policy.

Documents and communications

You should read and keep all documents we send you. Please contact us promptly if anything looks wrong or you do not understand it.

We will send documents by email unless you ask for paper copies. Paper copies are available on request at no charge.

Cancellation and renewal

Cooling-off period:

You have a 14-day cancellation (cooling-off) period from either the purchase date or the date you receive the policy documents (whichever is later). If you cancel within this period and no claim has been made, you should receive a refund of any premium paid.

Cancellation after 14 days:

If you cancel after the cooling-off period, the insurer may charge a pro-rata premium for the time you were on cover. If a claim has been made, the insurer may charge the remaining premium for the policy year. Please refer to the policy wording for full details.

Automatic renewal:

Your policy will automatically renew unless you tell us otherwise. We will write to you before your renewal date with details of your renewal premium and any changes to your cover. If you are happy with the renewal terms, you do not need to do anything and your policy will automatically renew. If you do not want to renew or any of your details have changed, please contact us before the renewal date.

Complaints

If you want to complain, please contact us first:

Email: hello@heckingood.co.uk

Telephone: 0800 007 4184

Post: The Complaints Department, Heckingood Pet Insurance, Jenners, Slaugham, Haywards Heath, England, RH17 6AQ. We aim to resolve complaints as quickly as possible. If we resolve your complaint by close of business on the third business day after we receive it, we will send you a summary resolution communication confirming the resolution and informing you of your right to refer the matter to the Financial Ombudsman Service if you remain dissatisfied.

If we cannot resolve your complaint within 3 business days, we will send you a written acknowledgement and our complaints procedure. We will issue a final response within 8 weeks of receiving your complaint.

If you remain unhappy with our final response, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). You must do this within 6 months of the date of our final response letter. If you accept the Ombudsman's final decision, it will be binding on us.

FOS contact details: www.financial-ombudsman.org.uk or telephone 0800 023 4567.

Conflicts of interest

We are not aware of any conflicts of interest in relation to arranging your insurance. If we become aware of any conflict that might affect you, we will tell you clearly how this might impact you before proceeding.

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 obligations to you. 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 www.fscs.org.uk or by calling 0800 678 1100.

Data protection

We will collect and use your personal data to arrange and administer your insurance, handle queries, claims and complaints, and comply with legal obligations. For full details, please visit our website https://heckingood.co.uk/ where you will find a link to the Privacy Notice at the bottom of the page.

Law and language

This Agreement and the services we provide are governed by the laws of England and Wales and subject to the non-exclusive jurisdiction of the courts of England and Wales.

All communications from us relating to your policy will be in English.

Contact us

General enquiries:

Email: hello@heckingood.co.uk

Telephone: 0800 007 4184

Website: www.heckingood.co.uk