call us: UK(+44) 01892 833338

Terms of General Insurance Business:

Your attention is drawn to the following notes relating to the insurance you have arranged, or wish to arrange with us.

Who we are

Worldwide Travel Insurance Services Ltd., Business Centre, 1-7 Commercial Road, Paddock Wood, Tonbridge, TN12 6YT, is authorised and regulated by the Financial Conduct Authority (FCA), number 307592. We trade under Worldwide Travel Insurance, Leading Edge Travel Insurance, Car Hire Excess Insurance and A1 Travel Insurance. This information can be checked on the FCA's Register by visiting their website http://www.fca.org.uk/register or by contacting the FCA on 0800 111 6768.

Explanation of Service

Our service includes providing you with information relating to the cover that we can arrange, arranging your insurance cover with insurers to meet your requirements, and helping you with any ongoing changes you have to make.
We select products from a limited number of insurers though we are not contractually obliged to use them exclusively. Details of Insurers will be advised to you when we discuss your individual requirements prior to your commitment to proceed.
We do not provide any advice or recommendation concerning the travel insurance you are arranging. We provide information and ask certain questions to narrow down the selection of products available to you, from which you can then make your own choice.

Your duty to give information to Insurer

Your insurance is based upon the information you provide to the Insurers when arranging or renewing the insurance or making any mid-term changes. You must ensure that all such information given is complete and accurate. Please take care to answer all questions honestly and to the best of your knowledge.
You are responsible for all answers or statements that you make when arranging the insurance, on proposal forms, statements of fact, claim forms or other material documents and you should ensure these are full and accurate.
If you do not answer the questions correctly at the start of the policy or fail to advise the insurers promptly of changes to the information you have given during the period of insurance, this may invalidate your insurance cover and could mean that part, or all, of a claim may not be paid.

Confidentiality

All personal information about you will be treated as private and confidential (even when you are no longer a customer), except where the disclosure is made at your request, with your consent, in relation to arranging your insurance or where we are required by law. Some or all of the information you supply to us in connection with your insurance will be held on computer and may be passed to insurers or other companies for underwriting and claims purposes. Under the Data Protection Act 1998 you have a right of access to see personal information about you that is held in our records, whether electronically or manually. If you have any queries, please write to the Director at Worldwide Travel Insurance Services Ltd., Business Centre, 1-7 Commercial Road, Paddock Wood, Tonbridge, TN12 6YT.

How to claim

Please refer to your policy summary or your policy document if you need to make a claim. You should contact the specified claims handlers as soon as possible. If in any doubt about whom to contact, please telephone us on 01892 833338.

Fees and Charges

For policy alterations, if outside of the initial 14 day 'cooling-off' period and for any additional posted copies of your policy, requested by you, an administration fee of £10.00 applies.

Protecting your Money

Prior to your premium being forwarded to the insurer, and for your protection, we hold premiums received as agent of your insurer and so your policy is treated as having been paid for, once you have paid us.

Cancelling your policy

You may cancel your policy up to 14 days after you receive your policy documentation. If you have already travelled, made a claim or if any incident likely to give rise to a claim has occurred, we reserve the right to charge you for the insurance services provided, otherwise you will be entitled to a full refund. All refund requests should be made in writing, either by email to sales@worldwideinsure.com or by post. If you cancel after 14 days any refund will be at the discretion of the underwriters.

Complaints

It is our intention to provide a high level of service at all times. If, however, you have reason to make a complaint about our service, we have internal procedures for handling complaints fairly and promptly.
In the first instance you should contact Customer Services in the first instance by email at customerservices@worldwideinsure.com, or telephone on 01892 839500 or by post to Worldwide Travel Insurance Services Ltd., Business Centre, 1-7 Commercial Road, Paddock Wood, Tonbridge, TN12 6YT.

Our procedure is that:

Your complaint will be acknowledged within 5 business days. Wherever possible, your complaint will be dealt with within 20 business days and if compensation or redress is felt to be appropriate details of this will be provided. If it is felt that your complaint is not justified you will be provided with full reasons for this decision.
If it is not possible to respond to your complaint within 20 business days you will be advised of the reasons in writing and given a note of when you may expect a final response.
If you remain dissatisfied, you may be entitled to refer the matter to the Financial Ombudsman Service. Further information is available at http://www.financial-ombudsman.org.uk. If you do decide to refer any matter to the Financial Ombudsman Service your legal rights will not be affected.
The laws of England and Wales govern this agreement and any dispute is subject to the jurisdiction of the English courts.
Alternatively - online sales only
The European Commission has set up an online platform where consumers in all EU Countries can register a complaint. This can only be used or complaints about purchases made online.
The Online Dispute Resolution service (ODR) directs your enquiry to our Customer Relations Team who will handle it in the usual way. It will also let you know that the Financial Ombudsman Service (FOS) is the UK's dispute resolution body for insurance. Should you need to escalate your complaint further ODR will transmit your complaint to FOS after 30 days.
Please note that this new EU service facilitates contact only. It doesn't provide any other complaints service. You can find this platform at: http://ec.europa.eu/odr

Compensation arrangements

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Further information about compensation scheme arrangements is available from the FSCS at: http://www.fscs.org.uk

Meeting your Demands and Needs for Insurance

The Travel Insurance policies that we offer suit the Demands and Needs of travellers, who are travelling to countries included within the policy terms and who wish to insure against the typical contingencies provided by a travel insurance such as cancellation or curtailment of the trip, unforeseeable emergency medical expenses or loss of or damage to personal property. Pre-existing medical conditions, as defined in the specific policy wordings, are excluded unless declared to, and accepted by, us. All cover is subject to the limits, terms and conditions specified in the policy wording and summary. We have not given you any specific or personal recommendation to buy this insurance and you must decide from the information that we provide whether this policy meets your particular demands and needs