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Important Information

Kwik Fit Insurance Trading Information

Kwik Fit Insurance is an insurance intermediary, authorised and regulated by the Financial Conduct Authority (FCA). Registered in Scotland No. 147319. Registered Office: 1 Masterton Way, Tannochside Business Park, Glasgow, G71 5PU. VAT number 380094850.

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.

Terms and Conditions

All policies are subject to qualifying criteria, terms and conditions, details of which will be explained before you buy. For products which we sell on-line, these details are accessible at all times, and are displayed before you decide to buy. It is important that you read these before buying to make sure that the policy suits your needs. we can only offer policies to residents of the British Isles.

Law Applicable

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.

Renewals

For Car Insurance:

If you are paying for your insurance by instalment plan or debit/credit card, we will normally automatically renew all your motor policies, 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. 

For Van and Bike Insurance 

If you are paying for your insurance by instalment plan, we will normally automatically renew your policy, unless you have asked us not to. We won't automatically renew your policy 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. For motor insurance, you will need to return the certificate of motor insurance to us within 7 days of the cancellation date.

Our Charges

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.

Policy Type When you buy a new policy In the event of cancellation In the event of a change, or if you request duplicate documents When you renew your policy
Car Insurance

If you are paying by credit card there will be a £5 non-refundable transaction fee.

If you are paying by monthly instalments a non-refundable credit arrangement fee of £35 will apply.

 

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.

If you are paying by monthly instalments a non-refundable credit arrangement fee of £35 will apply.
Car - Platinum Policies

If you are paying by credit card there will be a £5 non-refundable transaction fee.

If you are paying by monthly instalments a non-refundable credit arrangement fee of £35 will apply.

 

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.

 If you are paying by monthly instalments a non-refundable credit arrangement fee of £35 will apply.
Home No charge 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 Subject to the applicable premium at the time of purchase

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, the premium will be charged in full.

No charge No charge
Payment Protection Insurance Subject to the applicable premium at the time of purchase

If your policy is cancelled within 30 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
Pet No charge If you cancel the policy within the first 14 days of receipt of the policy documents provided there has not been a total loss claim, a pro rata refund will be made. If the policy is cancelled after 14 days of receipt of the policy documents provided there has not been a total loss claim, a pro rata refund will be made if you decide to cancel the policy. No charge for mid term adjustments. £9 for duplicate documents.  No charge
Van & Motorbike Insurance

An administration fee of up to £100 may be applied.

If you are paying by credit card there will be a £5 non-refundable transaction fee.

If you are paying by monthly instalments a non-refundable credit arrangement fee of £35 will apply

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.

After 14 days, a £50 administration fee will be applied.


£30 administration fee, depending on the change.

The fee for providing duplicate documents is £15.

An administration fee of up to £200 may be applied.

If you are paying by monthly instalments a non-refundable credit arrangement fee of £35 will apply.

Breakdown

Subject to the applicable premium at the time of purchase.

If you are paying by credit card there will be a £5 non-refundable transaction fee.

 

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. If you miss a payment on a motorbike insurance policy, the finance provider will apply an administration charge.  Details of the charges applied by them will be disclosed separately.

Complaints

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.

Step 1

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
  • Travel Insurance customers - please call 0845 345 1247
  • Commercial Vehicle Insurance customers please call 0800 280 2206
  • Pet Insurance customers please call 0870 240 0903
  • Motorbike insurance customers please call 0800 952 8181

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
P O Box 007
Glasgow
G71 5PU

Alternatively, you can email us at: customerrelations@kfis.co.uk

Our aim is to acknowledge your complaint within a maximum of 5 working days and send you our final written response within 20 working days. If this is not possible, we will tell you why and send you our full and final letter within 8 weeks of when your complaint was received.

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.

Step 2

If you have received our final written response and you are still not satisfied, you can refer your complaint to the Financial Ombudsman Service within 6 months;

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR

The Ombudsman will need a completed form, which you can find on their website at www.financial-ombudsman.org.uk

Alternatively, they can help you complete the form by taking your details over the phone on 0845 080 1800. Please note that if you are a business customer with an annual turnover in excess of €2 million, you may not have access to the Ombudsman Service. Referral to the Ombudsman does not affect your right to take legal action.

The table below displays details about the complaints we have received in the 6 month period between January and June 2014 relating to general insurance;

Number of complaints opened 892
Number of complaints closed 785
Complaints closed within 8 weeks 100%
Complaints upheld 31%
Complaints per £1m of gross premium income 7.1

If you buy a policy from us

We may ask you to provide proof of additional information such as your No Claims Bonus and/or Driving Licence.  If we require this, we will contact you to advise how to send this.

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, however we will allow your spouse, partner or any named driver to cancel your policy if they are setting up a new one through us immediately on your behalf for example with a different insurance company.

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 forverification 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 is part of the Ageas (UK) group of companies.

Registered in Scotland, number:147319. 

Registered Office: 1 Masterton Way, Tannochside Business Park, G71 5PU. 

 

Data Protection, Security & Privacy

Data Protection

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 with other carefully selected companies as well as other companies 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

1 Masterton Way

Tannochside Business Park

Uddingston

Glasgow

G71 5PU

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.

Acess 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 

Kwik Fit Insurance

1 Masterton Way 

Tannochside Business Park

Uddingston

Glasgow

G71 5PU

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 Kwik Fit Insurance. 

Information Security

At Kwik Fit Insurance we take security very seriously. We use the latest technology to make sure all information given on our site is safe and secure. 

SSL encryption

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.

External links

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.

At certain stages on our website you are able to register to retrieve a quotation. You are responsible for maintaining the confidentiality of your details and your password and for restricting access to your computer to prevent unauthorised access to your account. You accept responsibility for activities that occur under your account. You agree to inform us immediately if you have reason to believe that your password is being used in an unauthorised manner.

We keep this information under regular review and will publish any updates on this web page. This information was last updated on 14/11/2013