Terms & Conditions

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NOTE: In the event you do not pay your premiums by the due date (including any instalments or future premiums due) then it is understood and agreed as your Agent you give us full permission to cancel your policy immediately and without further notice.


Crowthorne Insurance Services Limited are Independent Brokers who act as your agent, we accept responsibility for the advice given and for arranging your insurance. We use facilities provided by certain Insurance companies, Lloyds syndicates and occasionally a specialist/independent intermediary. You will be advised accordingly. We are regulated by the Financial Conduct Authority. Our services include arranging your insurance for Motor, Household, Commercial and Travel in accordance with your requirements and assisting you with any ongoing changes you have to make. Any payment we receive from you will be held by us in a non-Statutory Client Trust bank account. In some cases the payment we receive will be held on behalf of the provider with whom we arrange your policy as your agent. This means that any payment you make to us will be regarded as having been paid by the provider. This is known as risk transfer. By operating a Non-Statutory Trust Crowthorne Insurance Services Ltd is permitted to and may use such monies to cross fund clients premiums and claims.


We aim to treat you fairly. We consider carefully the products we offer and we select or design them with our customers in mind. We work hard to make sure you are not misled and that the information we provide is clear and understandable. Our complaints process is fair and accessible and we aim to put things right if we’ve made a mistake. We want you to be confident and comfortable in your dealings with us.


All policy adjustments, alterations, cancellations, issuing green cards and requests for duplicate documents or additional cover notes will incur a minimum administrative charge set out below. This is in addition to any other charges imposed by the Insurers. Where a policy adjustment, alteration or cancellation generates a return premium our commission will be withheld. All documents will be dispatched by post at the risk of the insured. Please note that in the event of a policy being cancelled any return premium is subject to no claim having been made in the period of cover. In the event of the Insurer cancelling your policy for non-disclosure, misuse, or Evidence of Trading we will charge a minimum of £125. We reserve the right to amend the level of charges at any time.

All New Business & Renewal Policies: up to 20% of the premium
Mid term adjustments: up to £100 or 20% of the premium
(minimum charge of £25 applicable)
Cancellation: £100
Issuing Green Cards: £25
Issuing Duplicate Documents: £25

If you or anyone acting on your behalf provides us with information or statement which is inaccurate or fraudulent and/or produces documentation which are false, forged or proven stolen we will retain any premium paid should your Insurers void the policy.


All new business and renewal premiums are quoted for on the basis that the policy will run for its full term. You have a right to cancel any insurance you buy giving written notice within 14 days from inception. If you do exercise this right to cancel your insurance you will be charged by the insurers for the service provided up to the point of cancellation. Crowthorne Insurance Services Limited will also make a minimum cancellation charge of £50. You have the right to cancel the policy at any other time during the policy term, Insurer’s short period rates may apply. We will retain our commission on any return premium and apply a minimum cancellation charge of £50. In the event of a pending claim or incident that may lead to one then Insurers will not refund any premium until the claim is resolved. If you are then found to be at fault then all premiums and charges due may be retained. You are advised to seek our advice before deciding to cancel any policy and will be required to put your request in writing returning any Certificate of Insurance or covernote.


Any premium being paid by instalments using our own short term credit arrangements will be subject to a minimum charge of £25.00. Full details are available on request. N.B. In the event of a claim being made on the policy, any instalments outstanding become immediately due. Any late payments or cheques that are not honoured may result in a £25.00 charge for each occasion. For all other instalment schemes, please refer to our office for terms and conditions.


Failure to pay any premium due will result in us placing the debt with our debt collectors and bailiffs whose charges will be added to your account.


Please note that we exchange information with insurers through various databases to help us check information provided and also to prevent fraudulent claims. We should also tell you that all insurers supply details of motor insurance policies to a database, to which the police and other insurers have access. This helps detect people who break the law by not taking out insurance and insurers to pursue claims following accidents. To make sure you get our best deal and to ascertain the most appropriate payment option for you and to protect you from fraud, we use public and personal data from a variety of sources, including a credit reference agency and other organisations. Our search will appear on your credit report whether or not your application proceeds. By continuing you agree to these uses of information.


For security and training purposes your call may be recorded and if so will also be used as proof of the details you have given us to accept your insurance and to process any claim.


This service runs concurrently with the main policy and cannot be cancelled; therefore no refund is possible.


Before signing any proposal form or accepting any Statement of Fact for a new policy, a change of insurer or renewal of an existing policy or any adjustment to an existing policy, please ensure that all answers given are accurate and complete. This is especially important if the form has not been completed by yourself, or is computer generated. Please read carefully the Insurer’s declaration on the proposal form or statement of fact document. Ensure that you understand it completely and you agree to abide by its terms and conditions before signing or accepting. Remember all insurers reserve the right to refuse to pay any claim or impose additional terms if inaccurate or incomplete information is given, or if all relevant information is not supplied. Failure to disclose information pertaining to your insurance or any inaccuracies in information given could result in your insurance being invalid or cover not operating fully. If you are in any doubt as to what constitutes a relevant fact, please ask us for advice. Your duty of disclosure continues for the whole period of the policy and when you renew your policy relating to anyone covered under your policy. If you have different policies with different branches of Crowthorne Insurance you should advise each branch separately.


If you have a Motor Trade policy you will be asked for copies of all drivers driving licences, electronic counterpart licence information and front and back of photocard licence. You will also be required to provide Evidence of Trading as a Motor Trader for which you may already have received a discount.


Occasions may arise where we or one of our other clients have some form of interest in business being transacted for you. If this happens or we become aware that our interests or those of one of our other clients conflict with your interests we will write to you and obtain your consent before we carry out your instructions and details the steps we will take to ensure fair treatment.


In the unfortunate event that you have to make a motoring insurance claim you should contact Crowthorne Accident Claims Management on our dedicated claims number 0345 481 0275. For other claims you should call Insurers helpline or this office for advice.


On receipt of any of the above please read and check carefully every document. If any of the details are incorrect, incomplete or not suitable for your needs please let us know immediately. Failure to do this could mean that your cover is insufficient or incomplete and a claim will not be successfully met.


It is our intention to provide you with a high level of customer service at all times. However, if you feel you have cause to be unhappy in any way with your insurance cover, please contact Compliance Manager in writing to address overleaf. We will acknowledge your complaint within 5 business days and tell you the name of the person dealing with it. We will also advise when we would hope to respond if we cannot resolve the matter immediately. If we are not able to resolve the matter immediately we will provide you with a written response within 20 business days of receipt of the complaint unless the matter is sufficiently complicated to warrant longer investigation or if it requires review of information from a third party, in which case you will be advised. If we are unable to respond within 20 business days you will be advised of the reason why and provided with an expected timescale to receive our final response. If you are unhappy with the outcome following internal investigation and referral to your insurer you may refer your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service

Exchange Tower, Harbour Exchange Square, London, E14 9SR
Tel: 0800 0234567 or 0300 1239123
Fax: 0207 9641001
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Crowthorne Motor Trade is a trading style of Crowthorne Insurance Services Limited. Registered Office: 99 High Street, Crowthorne, Berkshire RG45 7AD.