NEW MOON INSURANCE SERVICES

TERMS AND CONDITIONS

Definitions

We/Us/Our means New Moon Insurance Services Ltd.

You/Your means our client.

FSA means The Financial Services Authority, an independent organisation that regulates financial services.

By asking us to quote for, arrange or handle your insurances, you are deemed to have accepted these Terms of Business and to have given us your consent to operate in the ways described below.

Explanation of Service:

• We are an underwriting agency who acts an intermediary for you and as agents for insurers through SP Financial Management ltd
• We offer a range of insurance products and have access to leading insurers in the market place.
• Our musical instrument insurance policies are underwritten through an arrangement with a single insurer, who is Hiscox UK. Our BASC gun policy is written through Hiscox UK.
• SP Financial Management Ltd, are authorised by the FSA to deal as an agent and assist in the performance and administration of non investment insurance contracts.
• In some circumstances we may provide cover via another insurance intermediary, for example where they have special facilities or have a special scheme for certain trades. If we arrange cover on your behalf via another intermediary you will be advised.

Our Commitment to you

• We will at all times conduct our business with utmost good faith and integrity.
• We will ensure that our internal affairs are organised and controlled in a responsible manner.
• We will try our very best to satisfy your insurance needs and we will always place your interests before all other considerations.
• We undertake to treat customers fairly at all times.
• If we become aware that there is any actual or possible conflict of interest, we will tell you of this and advise you of your options and act upon your instructions.
• When we are providing a quotation for a contract of insurance we will take due care to make sure of its accuracy and that we can place it at the price quoted.

Professional Indemnity

• Professional Indemnity insurance is mandatory for all FSA members. We conform to the appropriate rules.

Privacy Policy - Confidentiality/Data Protection

• We treat all of our clients’ records as confidential even when they are no longer a client.We capture your personal information such as name and addresses over a secure link using recognised industry standard Secure Sockets Layer (SSL) technology which encrypts the data whilst passing it over the web. This will be indicated on most browsers by a lock in the status bar at the bottom of the screen. Firewalls are used to block unathorised traffic to the servers and the actual servers are in a locked secure location which only authorised personnel are allowed. 
• Your information will not be passed to another party (other than for the purposes of arranging your insurance) without your prior consent, unless we are legally obliged to do so, or to meet our regulatory requirements.
• Under the Data Protection Act 1998, you have the right to access your personal records held on our files. This may incur a small administration fee and we will tell you what the fee is if you ask for a copy of your information.
• Insurers exchange information. The aim is to check information provided and also to prevent fraud.
• Should you require clarification of your rights under the Data Protection Act please visit www.ico.gov.uk or telephone 08456 30 60 60.

Privacy Policy - General

By submitting any information about you and ,where applicable, others within our website at www.newmooninsurance.com you and they consent to its use as set out in this Privacy Policy.

If you provide us with information about another person you confirm that they have appointed you to act for them, to consent to the processing of their personal data and that you have informed them of our indentity and the purposes for which their personal data will be processed.

The internet is not a secure medium. However we are committed to ensuring that your privacy is protected. The Privacy Policy explains the secruity measures we have put in place to protect information we collect. The following types of information may be collected - Name, address,phone, emal and similar plus financial information including bank account, credit card numbers that you link to your insurance and PayPal account together with details of the items to be insured - for example a violin serial number 12345. We do not hold financial details of customers e.g. as credit card number on our secure systems. Newmoon use PayPal Website payments Standard which is Payment Card Industry Data Security Standard complaint.

• Recording of information - for our mutual protection and training purposes, any telephone calls to our service/ call centres may be recorded and may be monitored.
• How we use your information -Where we collect information about you throughout the website we will notify you of how we will use it. Within the website we may ask you to provide us with relevant personal information (including but not limited to sensitive information such as criminal convictions) in order that we can provide you with the product or service requested, undertake administration and generally service and maintain your policy, including responding to any query that you may raise with us. 
• We would like to keep you informed by telephone, post or email of selected products and services available from us and our carefully chosen suppliers. If your personal details achange or you would prefer not to receive this information from us please let us know when you contact us.
• As part of the process of providing you with the product or service requested we may undertake certain checks or exchange information with third parties through various databases.
• As part of the process of underwriting general insurance products we may check with a licensed credit- referencing agency and a record of this search will be made.
• Fraud - In order to prevent fraud we may at any time:- share information about you with other organisations and public bodies including the Police, check or file your details with fraud prevention agencies and databases and if you give us false or inaccurate information and we suspect fraud, we will record this. We and other companies may also search these databases to help us make decisions about the provisions and administration of insurance, credit and related services, check your identity to prevent money laundering and additional fraud searches.
• Cookies - When you visit our website we may attach a "cookie" to your browser. These are small text files that allow us to identify your computer, recognise repeat users, observe anonymous user behaviour and compile aggregate data about users to improve our service. We will not use third party advertising agencies or similar. We will not and will not allow any third party to track or collect any personally identifiable information of visitors to our website. We will not associate any data gathered from this site with any personally identifying information from any other source. We will not and will not allow any other party to associate your IP address with any other data held by any third party. Neither will we allow a link or seek to link an IP address with the identity of a computer user.You may disable use of "cookies" via your browser settings but without cookies you may not be able to use the full functionality of our website. Information on deleting or controlling cookies is available at www.aboutcookies.org
  
  Disclosure of Material Facts
  
  • It is your duty to disclose any material fact at inception, renewal and while the insurance policy is in force. If you are aware of any fact or circumstance which may affect an insurer’s assessment of the risk you should let us know as soon as possible - if in doubt please contact us. Not disclosing material facts may invalidate your insurance policy resulting in a claim not being paid.
  • All answers or statements given on a proposal form, claim form, or any other document, or made verbally to us or your insurers are your responsibility and you should always check the accuracy of information provided.
  • If you need further explanation on this subject, please contact us immediately.
  
  Awareness of Policy Terms
  
  • When a policy is issued, you should read it carefully. The policy documents, the schedule and any certificate of insurance are the basis of the insurance contract you have purchased. If you are in doubt over any of the policy Terms and Conditions, please contact us promptly.
  
  Adequacy of Sums Insured and Limits
  
  • At all times it is your responsibility to ensure that insured values and policy limits are adequate and that all sums insured properly reflect current reinstatement / replacement costs where applicable. Whilst we seek to assist in establishing and maintaining insured values we cannot accept responsibility for their accuracy.
  • Where applicable, it is strongly recommended that an appropriate Professional (e.g. Valuer) be consulted to ensure that the sums insured are adequate.
  
  Quotations
  
  • Unless otherwise advised, any quotation we give you will normally remain valid for 30 days from the date of issue. 

 Policy Refunds and Cancellations

Our products are regulated by the FSA. From the inception date of your policy you have 14 days to cancel your policy and obtain a full refund of paid premium recieved by us.  After this date you may only cancel your policy in line with the terms and conditions contained in the wording issued to you. Before you purchase your policy you will be asked to confirm that you have read and agree to the policy terms and conditions. We recommend that you read your particular policy wording to ensure that you fully understand the refund procedure after the initial 14 days of cover. Please note that for short period policies or where liability sections have been used a deposit non refundable set up fee may be applied.

Prior Insurance Contracts

• In circumstances where you appoint us to act as your insurance intermediary and administer policies previously arranged by another intermediary or intermediaries we will not be liable for any loss resulting from the advice or possible negligence of your previous intermediary or intermediaries.
• Unless instructed otherwise we will not undertake to review any of your previous insurance contracts or other contracts in force at the time of our appointment until they fall due for renewal.
Claims

• If you are unfortunate enough to need to make a claim please contact us without delay. We will advise you of the procedures. In some circumstances claims may be reportable directly to helpline numbers shown in your documentation.
• You should neither admit liability nor agree to any course of action, until you have agreement from your insurer.

Our Statutory Requirements

• We are covered by the Financial Service Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This is dependent on the type of business and circumstances of a claim. Non-complusory insurance advising and arranging is covered for 90% of the claim, without any upper limit. For compulsory classes of insurance this increases to 100% of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS.

Listening to our Clients – Complaints

• We endeavour to offer a first class service at all times. If, however, you need to make a complaint about our service or administration, we have a formal complaints procedure. In the first instance you should contact us either in writing, by telephone or e-mail. Please address your complaint to the Managing Director.
• If we cannot resolve your complaint within 5 business days after receipt of the complaint, we will send a written acknowledgement telling you, the name of the person handling the complaint.
• Our final response will either accept your complaint in total or in part and we will give an explanation and/or redress where appropriate or we will reject your complaint and we will explain the reason why.
• Should you not be satisfied with our final response, you may be able to refer your complaint to the Financial Ombudsman Service, South Quay Plaza, Marsh Wall, London E14 9SR. Tel 0207 964 1000 Fax 0207 964 1001. Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it . We will let you know if you are able to refer your complaint to the Financial Ombudsman Service. 
• If your complaint is against an insurer you will find their complaints procedure in your policy document.

Treating Customers Fairly

It is our intention at all times to treat customers fairly. If at any time you feel that you have not been treated fairly please contact us in order that the matter may be rectified.

Remuneration

• Unless we have agreed with you otherwise, payment for our services will be by way of commission and where stated clearly in your policy document an administration fee, we receive from insurers and other third parties for arranging your insurances with or through them.
• Customers have a right to be informed of the level of commission which we receive from an insurer.
• There may be occasions when we will charge you an additional fee for services. Where this is the case, we will fully explain the basis of our charging and we will disclose and identify this sum before you enter into a contract.
• In addition to any premium your insurer may charge, we may also charge you a fee if you ask us to make a policy alteration or supply duplicate documents. You will be advised if there is to be a charge when you contact us.
• We will be entitled to retain all commission or agreed fees in respect of the full policy period if you cancel your policy or appoint another intermediary during the policy period.
• In respect of any return premium due to you, we may be required to repay commission on that amount to your insurer. We may deduct this amount from the final amount due to you.

Payment of Premiums/Charges/Fees

• Premiums/charges/fees should be paid as required and within the expected timescales. Failure to pay any amounts owed could invalidate your insurance contract.
• Charges/fees relating to any particular insurance policy will be included in the quotation you receive.
• We accept payment only by debit card or credit card.

Looking after your Money

• Premiums paid to us, but not yet passed to insurers, or refunds/claims money paid to us but not yet paid by us to you, are held in a statutory trust account. The trust protects money belonging to you.
• We will retain any interest on this account. We only take our commission when we receive your premium.
• If we have a risk transfer agreement with the insurer, this means that the premiums we collect from you will be deemed to have been paid to the insurer.
• In accordance with the FSA Regulations we have to inform you that in managing and/or arranging your insurance requirements, we may transfer money that you have paid to us, in payment of an insurance premium, to another insurance intermediary.

Retention of Documentation

• We will keep records of all our business transactions for as long as we are legally liable and in accordance with industry standards.

Governing Law

• The relationship between us is governed by English law.

Money Laundering/Proceeds of Crime Act

• UK money laundering regulations require us to obtain evidence of identity of clients for whom we act at the start of a business relationship. This might, for example be evidenced by sight of a current signed passport and two utility bills/bank statements. For companies (other than listed ones) evidence of identity will usually comprise of a copy of certificate of incorporation, a list of directors, a list of shareholders and the registered address.
• We are obliged to report to the National Criminal Intelligence Service any evidence or suspicion of money laundering at the first opportunity and we are prohibited from disclosing any such report.


Customer Service

Contact Us:

Address:

New Moon Insurance Services Limited
The Pantiles Chamber, 85 High Street, Royal Tunbridge Wells, Kent, TN1 1XP

New Moon Insurance Services Ltd is authorised by the FSA number 498667 and are an Appointed Representative of SP Financial Management Ltd who are authorised and regulated by The FSA, and whose registration number is 171137.

SP Financial Management Ltd’s statutory status can be checked on the FSA register by visiting the FSA's website: http://www.fsa.gov.uk/register or by contacting the FSA on 0845 606 1234.

New Moon Insurance Services Limited is registered at 85 High Street, Royal Tunbridge Wells, Kent TN1 1XP under number 6610290.

S P Financial Management Ltd is registered at 4 Hadleigh Business Centre, 351 London Road, Hadleigh, Essex, SS7 2BT under number 04022324.


Notice to customers

You are advised that any telephone calls made to our Administration and Claims Handling Units may be recorded. These recordings may be used to monitor the accuracy of information provided by the customers and our own staff. They may also be used to allow additional training to be provided to our staff or to prove that our procedures comply with legal requirements. Our staff are aware that conversations may be monitored and recorded.

Copies of this document are available in Braille , Audio Cassette and large print on request