Customer Terms of Business

This document is effective from 1st  March 2016. It sets out the terms upon which we agree to act for our customers and contains details of our regulatory and statutory responsibilities. It also sets out some of your responsibilities Please read it carefully.

Please contact us immediately if there is anything in these Terms of Business which you do not understand or with which you disagree.

About Us

Emerald Life Ltd is an Appointed Representative of the following companies, both of which are authorised and regulated by the Financial Conduct Authority (FCA) to transact general insurance business:  

  • UK General Insurance Limited of Cast House, Old Mill Business Park, Gibraltar Island Road, Leeds, West Yorkshire, LS10 1RJ. for the provision of home and contents insurance, wedding insurance and travel insurance;
  • Integro Insurance Brokers Ltd of Marlow House, 1a Lloyd’s Avenue, London EC3N 3AL for the provision of term life insurance;
  • Emerald Life Limited acts as an introducer appointed representative of Sterling Client Services Limited (SCSL), for the introduction of pet insurance. SCSL is authorised and regulated by the Financial Conduct Authority. SCSL is incorporated in England and Wales with registered number 9015536 and its registered address is 50 Kings Hill Avenue, Kings Hill, West Malling, Kent ME19 4JX.

Our Financial Services Register number is 666615. You can check this information on the Financial Services Register by visiting the FCA’s web site at www.register.fca.org.uk/ or by contacting the FCA on 0800 111 6768.

Our Products And Services

We offer the products of a single insurer for each line of business that we transact.

The services we provide are to arrange cover as instructed and then to provide help with making any changes to your policy.

We  do not provide you with a personal recommendation as to whether any of the policies we offer are suitable for your specific needs. Emerald Life is a non-advisory company and as each individual’s needs are different, we cannot make recommendations on which product is for you. 

The following statements describe the purpose of the products that we offer; it is your responsibility  to ensure the product you purchase meets your needs.

Term Life Insurance

Our Term Life policy meets the demands and needs of those who wish to ensure they have life insurance protection to provide a lump sum paid on death before the end of the policy term.

Home and Contents Insurance

Our Home and Contents policy meets the demands and needs of those who wish to ensure in the event of their buildings and/or contents being lost or damaged against a range of specified events such as fire and weather related losses throughout the duration of the policy, that their claims will be met.

Pet Cashplan

Our Pet policy is a cash plan policy and meets the demands and needs of those who wish to ensure that in the event of accident to or illness of their cat or dog in a range of specified circumstances throughout the duration of their policy, that their costs will be reduced.

Travel Insurance

Our Travel policy meets the demands and needs of those who wish to ensure in the event of certain events arising while travelling, such as loss of baggage or accident/illness throughout the duration of the policy, that their claims will be met.

Wedding Insurance

Our Wedding policy meets the demands and needs of those who wish to ensure in the event of certain events arising relating to their wedding or their wedding reception, such as failure of supplier or illness of one of the wedding partners throughout the duration of the policy, that their claims will be met.

Insurer Security

Whilst we monitor the financial strength of the insurers with whom we place business it should be noted that the claims-paying ability of even the strongest insurers could be affected by adverse business conditions. We cannot, therefore, guarantee the solvency of any insurer or underwriter.

A liability for the premium, whether in full or pro rata, may arise under policies where a participating insurer becomes insolvent.

Risk Information

The terms of any insurance that we arrange on your behalf will be based upon the information provided by you to us.

You must take reasonable care to answer all questions put to you about your proposed insurance fully, honestly and to the best of your knowledge. If you do not understand the meaning of any question, or if you do not know the answer, it is vital that you tell us. Once cover has been arranged, you must immediately notify us of any changes to the information that has been previously provided. The most serious consequence of failing to provide full and accurate information before you take out insurance, or when your circumstances change, could be the invalidation of your cover. In that instance it would mean that a claim will be rejected.

Charges

Unless we tell you otherwise when you take out or renew a policy with us, we make no charges in addition to the premium that we have agreed with you. However, please note that asking us to send your policy or related correspondence by post incurs a one-off fee of £10.

In the event of a policy being cancelled mid-term, we reserve the right to make an administration charge of £10.

Handling Insurance Premiums

We collect and hold all insurance premiums as agent of the insurer. All such premiums are held in segregated bank accounts.

Confidentiality

All information provided by our customers is treated as confidential and only disclosed in the normal course of negotiating, arranging and administering your insurance. This may include disclosing information to agents and service providers such as loss adjusters and approved contractors.

With a few exceptions, for example information requested by a court, a regulatory body, or information which is already in the public domain, we will not release information to any other party without your consent.

We may also use the data we hold about you to provide you with information about other products and services which we feel are appropriate. You are requested to let us know if you do not want to receive this information.

We are registered under the Data Protection Act 1998 and undertake to comply with the Act in all our dealings with personal data.

Changes To Your Cover

We will normally deal with any requests to increase or amend cover on the day your instructions are received, or the next working day if a weekend or public holiday. Sometimes changes cannot be processed without obtaining additional information. If additional information is required we will contact you as quickly as possible.

We will confirm changes to your policy, once agreed, in writing. We will also advise you of any extra premiums you must pay or premiums we must return to you.

Documentation

Our aim is to produce documentation and issue correspondence in a clear and understandable format. In the case of any uncertainty, please let us know immediately. Our staff are always happy to clarify the cover provided.

You should check all policy documentation to ensure that the details are correct and the cover provided meets with your requirements. Any errors should be notified to us immediately.

All policies contain conditions and exclusions and some contain warranties and excesses. It is your responsibility to examine the document to familiarise yourself with these. A breach of a policy condition may result in non-payment of a claim and breach of a warranty may invalidate the cover if it is not complied with precisely.

Complaints Procedure

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 register a complaint, request a copy of our complaints procedures or give us feedback please contact us:

In writing: Emerald Life Customer Relations, 2 Melford Court, The Havens Ransomes Europark, Ipswich, Suffolk, IP3 9SJ

By Telephone: 0330 191 9960

By Email: customerservice@emeraldlife.co.uk

If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service (FOS). You can find out more about this by visiting the FOS web site at www.financial-ombudsman.org.uk.

If your complaint relates to insurance purchased from us via electronic means then you are also able to use the EC On-line Dispute Resolution (ODR) platform at www.ec.europa.eu/consumers/odr/ who will notify FOS on your behalf.

You can request a copy of our procedures for dealing with complaints at any time. Details of the insurers’ complaints procedures can be found in each policy wording and Key Facts document.

Compensation

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the FSCS if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.

Insurance advising and arranging is covered for 90% of the claim without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim without any upper limit.

Further details about compensation scheme arrangements are available from the FSCS.

Law And Jurisdiction

These Terms of Business shall be governed by and construed in accordance with English Law. In relation to any legal action or proceedings arising out of or in connection with these Terms of Business we both irrevocably submit to the exclusive jurisdiction of the English courts.

EMERALD SUPPORTS
Stonewall
P3
Human Dignity Trust
Diversity Role Models
The Albert Kennedy Trust