ABOUT OUR TRAVEL INSURANCE SERVICES
Please find below the terms that apply for customers who are arranging their travel insurance through us with the insurer.ABOUT US
Citybond Suretravel is a division of Citybond Holdings Ltd. of 109 Elmers End Road, Beckenham, Kent, BR3 4SY, which is authorised and regulated by the Financial Conduct Authority to transact general insurance business under Financial Services Register number 312208. You can check this information on the Financial Services Register by visiting the FCA website at www.fca.org.uk/registerOUR TRAVEL INSURANCE PRODUCTS & SERVICE
This travel insurance is suitable for those who wish to insure themselves when travelling in respect of medical emergencies, cancellation, losses of baggage or money, personal liability and similar expenses incurred from their travelling.
We only offer travel insurance products from a single insurer. We do not give advice or make personal recommendations in connection with any travel insurance product. However, we will ask you questions in order to provide you with a quotation, leaving you to make your own decision as to how you wish to proceed and whether this product fulfils your specific insurance requirements. INSURANCE PREMIUMS & FEES
We collect and hold insurance premiums as an agent of the insurer. When we provide you with a quotation, we will tell you about any fees which may apply in addition to the insurance premium. The fees shown are current at the time of printing but we do reserve the right to vary them if necessary.
We may charge the following fees:
- Policy Cancellation within 14 days: £9 per policy
- Policy Cancellation outside of 14 days: £15 per policy
- Information provision under the Data Protection Act: £10 per request
In the event of other changes to the policy : An admin fee of £5 may apply.
To ensure you have continuous cover all our annual policies follow an automatic renewal process. We will write to you at least 3 weeks before your policy is due to expire and tell you about the new premium, including any Loyalty Discount and any changes to the policy terms and conditions. If you are happy with the renewal information, you do not need to contact us as we will automatically collect your premium and renew your policy. If you wish to make changes or opt-out from our automatic renewal process, please contact us by email on firstname.lastname@example.org or by calling 0333 207 0481 in advance of the selected renewal date.
YOUR DUTY OF DISCLOSURE
It is important that you provide us and/or your insurers with any information likely to affect the assessment and acceptance of your travel insurance. You are responsible, on an ongoing basis, for providing information that you know, or could reasonably be expected to know, relating to the travel cover we arrange for you. If you are in any doubt as to whether information is relevant then you should disclose it to us and/or your insurers.
We recognise the importance of service and set ourselves high standards. Should there be an occasion when we do not meet your expectations, we are equally committed to dealing with any complaint in a thorough and professional manner.
If you wish to make a complaint please contact us:
In writing, addressed to Customer Care Manager, Citybond Suretravel, 109 Elmers End Road, Beckenham, Kent BR3 4SY; or by email to email@example.com
If you cannot settle your complaint with us you will be entitled to refer it to the Financial Ombudsman Service.FINANCIAL SERVICES COMPENSATION SCHEME (FSCS)
We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme in the unlikely event we cannot meet our obligations to you. This depends on the type of insurance and the circumstances of the claim.
Further information about the compensation scheme arrangements is available from the FSCS (www.fscs.org.uk).
YOUR CANCELLATION RIGHTS
If you wish to cancel your policy within 14 days of receipt of your policy documents, please contact us on firstname.lastname@example.org or 0333 207 0481 for a refund providing you have not travelled and no claim has been made. If you wish to cancel your policy outside of the 14 day cooling off period in addition to a £15 cancellation charge; the following cancellation terms will be applied dependant on what type of policy you have purchased.
Single Trip/Trip Travel policies - In the event you have not travelled and are not claiming on the policy, a refund of 50% of the policy premium and any additional premium applied to your existing medical conditions will apply. If you have travelled or are intending to claim, or have made a claim (irrespective of whether your claim was successful or not) we will not consider refunding any proportion of your premium.
Annual Multi Trip/Year Round policies - Provided you have not made a claim on the policy (irrespective of whether your claim was successful or not) and you confirm in writing that there is no claim pending, should you choose to cancel and understand that all benefits of the policy will be cancelled, we will refund 5% of the total premium paid, for each full calendar month remaining on the policy from the date of cancellation. If you are intending to, or have claimed (irrespective of whether your claim was successful or not) we will not consider refunding any proportion of your premium.