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

Citybond Suretravel is a division of Citybond Holdings plc 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 within 14 days: £5 per policy

-         Policy Cancellation outside of 14 days: £10 per policy

-         Information provision under the Data Protection Act: £10 per request

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, Citybond Suretravel, 109 Elmers End Road, Beckenham, Kent BR3 4SY; or By email to quality@citybond.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@citybond.co.uk or 0845 618 0345 for a refund providing you have not travelled and no claim has been made. If you cancel after the first 14 days of receipt of the documents no premium refund will be made.