Kwik Fit Insurance Services Trading Information
Kwik Fit Insurance Services is a trading name of Ageas Retail Limited. Registered office: Ageas House, Hampshire Corporate Park, Templars Way, Eastleigh, Hampshire, SO53 3YA. Registered in England and Wales 1324965. Ageas Retail Limited is authorised and regulated by the Financial Conduct Authority. FCA registered number: 312468. Insurance provided by Ageas Retail Limited is not available in the Channel Islands. Ageas Retail Limited is a sister company to Ageas Insurance Limited.
Disclosing the Full Facts
You are required by law to take reasonable care to supply accurate and complete answers to all questions and to make sure that all information supplied is true and correct. Failure to supply accurate and complete answers may mean that your policy is invalid and that it does not operate in the event of a claim. If you are in any doubt about whether a piece of information is relevant to your answer, please ask us.
Policy documents detail the law applicable to each contract of insurance. This depends on the type of insurance you buy, and which insurer underwrites it. Generally, it will be English law. If you would like confirmation of this, please ask us before buying.
Keeping Us Informed
Once you buy your insurance, you must tell us of any changes to your circumstances. Note especially that you must call us before you change your car or if you move address. If you don't tell us of any changes, your insurance could be invalid and not cover you in the event of a claim.
When Cover Begins & When it Ends
Insurance cover will only begin when we receive your payment and we issue confirmation that cover has begun. Most policies we sell are annual policies, which end one year after the start date of cover (unless cancelled before then). In all cases, we will tell you the period of cover before you buy from us, and your policy documents will confirm this.
For Car Insurance & Breakdown Cover:
If you are paying for your insurance by instalment plan or debit/credit card, we will normally automatically renew your policy and any optional extras 5 days in advance of the renewal date, unless you have asked us not to. We won't automatically renew your policies if your payment does not authorise. We may, at our discretion, choose not to automatically renew if you have an unpaid balance or have had difficulty in making your payments. We will write to you before the renewal date to explain what will happen, and to let you know what the policy terms and new payments will be.
How to Cancel
If after buying a policy from us, you decide to cancel it, please call us. In most cases we will be able to take your instruction over the phone. Alternatively, you may write to us. Your policy documents will show the full cancellation procedure.
The following charges apply in addition to any additional/ return premium calculated by your insurer. For more about this, please see your policy document, or call us.
(If viewing table on a mobile. Please rotate your phone and view in landscape)
|Policy Type||In the event of cancellation||In the event of a change, or if you request duplicate documents||When you renew your policy|
|Car Insurance (Including Platinum Cover)||We will apply an administration fee of £30 if your policy is cancelled within 14 days of inception or receiving your documents, whichever is last. If your policy is cancelled after the 14 day period, a £50 administration fee will be applied. These charges are in addition to what your insurer charges.||£30 administration fee.The fee for providing duplicate documents is £15.||No charge|
|Home Insurance||If your policy is cancelled within 14 days of the start/renewal date, or of you receiving your policy documents (whichever happens later), we will charge a fee of £30. If your policy is cancelled after this time, we will charge a fee of £30.||£30 administration fee.The fee for providing duplicate documents is £15.||No charge|
|All other Optional Extras||No charge||No charge||No charge|
|Breakdown Cover||If your policy is cancelled within 14 days of inception, as long as no claim has been made, you will receive a full refund. If your policy is cancelled after 14 days, you will be charged for the number of days on cover.||No Charge||No Charge|
If you pay your insurance by direct debit, an interest charge will apply. The charge will be explained before you buy your policy. Also, if you miss a payment on a car, van, home, or breakdown insurance policy, an administration charge of £20 will be applied to cover our costs. We will re-attempt to take any missed instalment 7 days after the due date. If this attempt is unsuccessful we will apply a further £20 late payment fee.
We and your insurer aim to provide a high quality service at all times. If we, or your insurer, let you down, please tell us and we will do our best to resolve the issue as quickly and fairly as possible.
In the first instance, please call one of the following numbers:
- Motor Insurance & Breakdown customers - please call 0800 952 4141
- Home Insurance customers - please call 0800 183 6116
- Van Insurance customers please call 0800 479 0110
- Pet Insurance customers please call 0800 952 0692
- Motorbike insurance customers please call 0800 479 0110
Our experienced staff will do their best to resolve your complaint quickly. In the unlikely event that you are not completely satisfied, please ask to speak to one of our Customer Service Managers.
If you prefer, you may write to our Customer Relations Manager outlining your concerns and quoting your Customer Reference Number:
Customer Relations Manager
Kwik Fit Insurance Services
Alternatively, you can email us at: firstname.lastname@example.org
We will try to resolve your complaint by the end of the third working day and send you our summary resolution letter. If we are unable to do this, we will write to you within 5 working days to either:
- Tell you what we have done to resolve the problem; or
- Acknowledge your complaint and let you know when you can expect a full response.
We will always aim to resolve your complaint within 20 working days of its receipt. If this is not possible, we will tell you why and indicate when we will be able to provide you with a final response.
We will always try to resolve all complaints as quickly as possible. To help us achieve this, we will always try to contact you by phone, but if you prefer not to communicate this way, please let us know and we will respect your wishes. However, if we can only communicate with you in writing, your complaint will take longer to resolve.
Contact the Financial Ombudsman Service
If you have received either our summary resolution or final response letter and you are still not satisfied, you can refer your complaint to the Financial Ombudsman Service free of charge, but you must do so within 6 months of the date of the summary resolution or final response letter;
The Financial Ombudsman Service is an independent body which arbitrates on complaints about general insurance products, it will only consider complaints after we have provided you with either a summary resolution or final response letter. You can contact them as follows:
Financial Ombudsman Service
Harbour Exchange Square
Tel: 0800 023 4567
The Ombudsman will need a completed form, which you can find on their website at www.financial-ombudsman.org.uk
Referral to the Ombudsman does not affect your right to take legal action.
Please note that if you do not refer your complaint within 6 months, the Ombudsman will not have our permission to consider your complaint and therefore will only be able to do so in very limited circumstances, for example, if it believes that the delay was a result of exceptional circumstances.
Alternatively if you purchased one of our products online, you can also make your complaint via the Online Dispute Resolution (ODR) platform at: http://ec.europa.eu/odr
Kwik Fit Insurance Services is a brand name of Ageas Retail Limited. For information about the complaints which Ageas Retail Limited received between 1st January and 30th June 2016, please go to www.ageas.co.uk/about-ageas/our-businesses/ageas-retail
When you have a policy with us
We will keep the information you give to us secure and private. For your convenience we will make changes to your policy on the instruction of your spouse, partner or a named driver on your policy. If you do not wish this, or if you would like someone else to have access to your file, please let us know. Please note that we will only cancel your policy or change your address on your instruction. No-one else can do this on your behalf.
The insurer who underwrites your policy may pass your personal data to other companies for processing on their behalf. Some of these companies may be based outside Europe in countries which may not have laws to protect your personal data. In all cases your insurer will make sure that it is kept securely and only used for the purposes for which you gave it. Details of the companies and countries involved can be given on request.
We may undertake a search with Experian for the purposes of verifying your identity. To do so Experian may check the details you supply against any particulars on any database (public or otherwise) to which they have access. They may also use your details in the future to assist other companies for verification purposes. A record of the search will be retained.
In the event of an outstanding balance on your account, we will pass your details to a debt collection agency for them to collect this amount on our behalf.
Kwik Fit Insurance Services is a trading name of Ageas Retail Limited. Registered office: Ageas House, Hampshire Corporate Park, Templars Way, Eastleigh, Hampshire, SO53 3YA. Registered in England and Wales 1324965.
Data Protection, Security & Privacy
We may use our own database to check the information given and also to prevent and find fraud.
For your protection and ours, and to ensure our high standards are maintained, we may record or monitor your call.
The information you give helps us to service any policy you buy from us, and will also be used for statistical and administration purposes.
To tell you about our range of financial products and special offers which could save you money, we will contact you in future, and may share your contact details within the Ageas group. We may pass customer information to an external agency to carry out a customer satisfaction survey on our behalf.
At any time, you can tell us that you do not want us to use your details for the purposes of marketing, by opting-out of future communications. You can opt-out from all future communications from us by using the unsubscribe link from any of our email communications, by clicking here or by writing to us at:
Kwik Fit Insurance Services
Data Protection Officer
Ageas Retail Limited (T/A Kwik Fit Insurance Services)
We may pass information about you and your policy to the Financial Conduct Authority and/or the Financial Ombudsman Service, if they ask for this. This will only happen if they need the information to carry out their responsibilities, such as investigation of a complaint or alleged misconduct.
Insurers pass information to various databases to prevent and detect fraud. The databases used depend on the type of insurance being bought. For motor insurance, this includes the Claims and Underwriting Exchange Register, the Motor Insurance Anti-Fraud and Theft Register, the Motor Insurance Database and CIFA. If false or inaccurate information is provided and fraud is identified, details will be passed to fraud prevention agencies to prevent fraud and money laundering. Further details on how information held by fraud prevention agencies may be used are in the Policy Document which will be displayed before you buy, and you will receive access to after purchase.
Access to your Information
Under the Data Protection Act 1998 you have the right to request a copy of the information we hold on you. If you would like to receive this, please call us on 0800 519 0000. Alternatively, you may write to us at
Data Protection Officer
Ageas Retail Limited (T/A Kwik Fit Insurance Services)
Please quote your name, address and customer reference number.
Please note that a fee of £10 may be charged for dealing with such requests, in accordance with the Data Protection Act 1998. This is to cover our administration costs in processing your request. Please make cheques payable to KwikFit Insurance Services.
At Kwik Fit Insurance Services we take security very seriously. We use the latest technology to make sure all information given on our site is safe and secure.
We use 128-bit Secure Socket Layer (SSL) Encryption to encrypt any details you send to us. When you are on a secure area of our site a padlock will appear at the bottom right hand corner of your browser. In addition we also store your data internally behind a firewall to prevent unauthorised people from gaining access to it.
Links to third party websites are provided solely for your convenience. When you activate these links you will leave the Site. We do not endorse or take responsibility for the content on third party websites or the availability of those websites and we are not liable for any loss or damage that you may suffer by using those websites. If you decide to access linked websites you do so entirely at your own risk. We are not responsible for the privacy policies and practices of other websites and therefore recommend that you check the policy of each site you visit.
Site access and password usage
This Site is directed at those who can access the Site from the UK and is intended for use by UK residents only. Applications for products or services from non-UK residents will not be accepted.