About Us

Abbey Insurance Brokers Limited trading as AbbeyAutoline, Chillidrive, Bond Lovis Insurance Brokers is a company registered in Northern Ireland under company registration number NI053754. Our registered office is 10 Governors Place, Carrickfergus, County Antrim, BT38 7BN. We are a wholly owned subsidiary of Prestige Insurance Holdings Limited who are ultimately owned by PIHL Holdings Limited. We are authorised and regulated by the Financial Conduct Authority, our Firm Reference Number is 434752. You can confirm this on the Financial Services Register at www.fca. org.uk or by contacting them on 0800 111 6768.

We are an insurance intermediary who act honestly, fairly and professionally in accordance with your best interest. We act on your behalf at all times except for the collection and refund of premiums when we act as agent of the Insurer. Our services include assessing your demands and needs and offering advice on the appropriate insurance, arranging and managing cover with the Insurers, and making mid-term adjustments to your Insurance. Where appropriate we may offer you carefully selected products and services connected with your insurance, these are sold separately and are non-compulsory.

For Motor and Home insurance products after we have assessed your demands and needs, we make a personal recommendation from our panel of insurers using a fair & personal analysis of the market. The following products are chosen from carefully selected single insurers: Breakdown & Home Emergency with AXA Assistance; Excess Protection & Legal Expenses with Arc Legal Assistance; Key Cover with KeyCare; and GAP with Jackson Lee.

When we arrange or renew your Insurance we will usually be paid commission based on a percentage of the premium by the Insurer. We will also charge you a fee for arranging your Insurance and for making other changes or adjustments. If you choose to pay your premium by using premium finance arrangement we will be paid commission by the finance provider based on a percentage of the loan taken for arranging and administering this. Further details on our fees and remuneration are noted below.

Disclosure

At all times you must take reasonable care to answer all questions honestly and to the best of your knowledge. If you don’t, your policy may be cancelled, treated as if it never existed, or your claim rejected or not fully paid. For commercial clients including Taxi your Insurer may also require that you make a fair presentation of the risk to us (in line with the Insurance Act 2015). If you are unsure if any information may be relevant or whether your policy is commercial, please speak to us.

It is important that you read all insurance documents issued to you and ensure that the information shown is correct, that you are aware of the cover, limits and other terms that apply. Particular attention must be paid to any warranties and conditions as failure to comply with them could invalidate your policy. If any information appears to be incorrect or you have any queries about the cover or terms that apply you should contact us at the earliest opportunity.

You must inform us immediately of any changes which may affect the services provided by us or the cover provided by your policy.

Fees and Remuneration

We apply an administration charge of up to £30 for arranging cover at new business and renewal for all products except for Classic Car to which a charge of up to £60 applies. We also apply an administration charge of up to £30 for (but not limited to) mid-term changes, duplicate/replacement documents, confirmation of driving experience, missed or late payments, amendments to existing instalments and direct debits, administration of refunds and issuing cheques. Cancellation refunds will have a charge of £50.00 deducted. Telematics policies are subject to additional administration and data handling fees that will be made known to you during your application. Any renewal fee(s) will be shown on your renewal notice and any fee(s) applied in respect of new business will be advised at quotation stage. If paying by Direct Debit please refer to your credit agreement for conditions and charges. For each transaction we conduct we will issue you with a receipt showing the amount of any monies paid.

If we cancel a policy due to non-payment, all monies paid up to cancellation will be forfeited. We reserve the right to recover any discounts allowed during the term of your policy after a mid-term adjustment or cancellation and offset such discounts against any refund due.

We offer a wide range of payment options including cash, cheque, credit/debit card and various instalment options. We will give you full information about our payment options when we discuss your insurance with you in detail. Your policy may be cancelled if you fail to keep up payments on any instalment plan or finance arrangement. If you choose to pay for your insurance by Direct Debit under a premium finance arrangement you will pay more than if you paid the premium in full as interest is charged.

Cancellation Rights

Consumers have the right to cancel without penalty within the first 14 days. This ‘cooling off’ period runs from the date your policy starts or you receive your policy documents, whichever is later. This right only exists where the duration of cover is greater than 30 days. If you cancel within this period you will only be charged for services received up to the date of cancellation, including any admin costs involved. If you wish to cancel, please notify us immediately by telephone, email or in writing. You may also cancel your policy at any time during the contract term by emailing or writing to us (enclosing your current Certificate of Insurance for Motor policies), however, if after the ‘cooling off’ period, you may incur a higher charge. After this 14 day period, Legal Expenses, Breakdown, Home Emergency, Excess Protect, Replacement Car, KeyCare and GAP premiums are non-refundable.

For commercial clients including Taxi, we will advise you of any cancellation rights and any conditions for exercising these rights prior to the policy being arranged.

Complaints

If you have cause to complain we would ask that you either speak to a member of our staff or write to us at Customer Complaints, 10 Governors Place, Carrickfergus, Co. Antrim BT38 7BN. We will aim to resolve your complaint as quickly and informally as possible. Full written details of our internal complaint handling process are available upon request.

If you are not satisfied with our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service, without prejudice to your right to take legal proceedings, at Exchange Tower, London, E14 9SR. Tel: 0800 023 4567. www.financial-ombudsman.org.uk.

Financial Services Compensation Scheme (FSCS)

We are covered by the FSCS and you may be entitled to compensation from this scheme should we be unable to meet our liabilities.

Handling Client & Insurer Money

We hold monies collected for onward transmission to insurers, together with return premiums and credits due to clients from insurers, either on your behalf or on behalf of your Insurer as their agent in a non-statutory trust client bank account held in accordance with FCA rules. The Deed of Trust permits us to use the account to make advances of credit to our clients in order to fund their premiums, subject to strict conditions. For the purpose of some transactions, client money may pass through other authorised intermediaries before the insurer receives it. Where we collect or hold money as agent of the insurer we may also hold that money in the same bank account as monies held on behalf of clients. Any interest earned on monies held in such account(s) will be retained by us, except in cases where interest on individual client’s monies exceeds £20. In such cases we will seek your consent to retain such interest. In dealing with us you are giving your consent to us handling your money in this way.

Documents

We will issue all documents to the email address you provide us with unless otherwise instructed. If we have supplied documents by email you can request paper copy free of charge. We may withhold certain documents (such as your insurance certificate or proof of NCB) until all payments due under the policy have been made (including any monies owed after cancellation). Any agreed credit facilities will be subject to a written agreement, which will include authority for us to retain your documents until all payments have been received. By placing business with us, you agree that delivery of any certificate(s) of insurance to us shall constitute delivery to you in accordance with statute law. All communication and documentation provided in connection with your policy will be in English. This agreement shall be governed by and construed in accordance with the laws of Northern Ireland.

Privacy Notice and Data Protection

Our Data Protection policy is available on our website www.abbeyautoline.co.uk/privacy-policy/ or in writing on request. This will explain how we may use and share any personal data that we obtain as well as explain your rights. You can find more details about data protection from the Information Commissioner’s Office at www.ico.org.uk.

Auto-Renewal

If you arrange to pay for your policy by Direct Debit under a premium finance arrangement you will be opted into our auto-renewal process. This means that your policy and any add-ons you have chosen to purchase will be automatically renewed on the stated renewal date. We will send you a renewal notice in good time prior to your renewal with details of the new premium and terms offered by your Insurer. You may opt out of this facility at any time, free of charge, by contacting us by phone on 08000 66 55 44, via the Contact Us section of our website or in writing to Customer Services, 10 Governors Place, Carrickfergus, County Antrim, BT38 7BN.

Help and Support

As your Broker we will seek to offer you the highest standard of service throughout your time with us, but we understand that sometimes our customers can face additional challenges or feel vulnerable due to bereavement, health issues, changing personal circumstances or other life events and that means a little extra help might be required. Should you ever feel that extra support or additional guidance may be required, please