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

ABTASure is a trademark of ABTASure Ltd, a wholly-owned subsidiary of ABTA, The Travel Association. The ABTASure travel insurance scheme is arranged and managed by Citybond Suretravel 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/register

OUR 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 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.


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.

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 make a complaint please contact us:

In writing, addressed to Customer Care Manager, ABTASure, 109 Elmers End Road, Beckenham, Kent BR3 4SY; or by email to quality@abtasure.co.uk

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 info@abtasure.co.uk or 0333 207 0603 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.