Terms of Business Agreement

The following Terms of Business Agreement sets out the basis on which ETA Services, a trading name of Twothreebird UK Ltd, referred to as ‘ETA’, ‘ETA Services’, ‘We’, ‘Us’, ‘Our’ will provide business services to you as a consumer or commercial client of the firm.

Please contact us immediately if there is anything in these terms of business which you do not understand or with which you disagree. We are happy to answer any questions and willing to explain these terms and the reasons for them.

YOU ARE DEEMED TO HAVE ACCEPTED THESE TERMS OF BUSINESS UNLESS YOU ADVISE US OTHERWISE WITHIN 7 DAYS OF RECEIPT.

Contact us:

Telephone: 0333 000 1234

Email: customercare@eta.co.uk

Address: Unit 21, Fulham Broadway Retail Centre, Fulham Road, London, SW6 1BW

Business Hours: Monday to Friday from 9am to 5pm, closed on bank and public holidays

About us

ETA and ETA Services are trading names of Twothreebird UK Ltd.

Twothreebird UK Ltd is authorised and regulated by the Financial Conduct Authority as an insurance intermediary. Our Firm Reference Number is 313965. We are permitted to arrange; advise on; deal as an agent of insurers and clients in respect of non-investment insurance policies. You can check these details online using the Financial Services Register at https://register.fca.org.uk/ or by contacting the Financial Conduct Authority Consumer Helpline on 0800 111 6768.

Our scope of service

When we arrange your insurance, we provide information only about a policy from one or more insurance undertakings without giving you advice or a personal recommendation. We will also provide the names of those insurance undertakings.

We generally act on your behalf in arranging your insurance, but we’ll make clear at the outset whether we are acting for you or for the insurer in particular circumstances.

Your duty of disclosure

Consumers: You must take reasonable care not to make a misrepresentation to the insurer. This means that all the answers you give and statements you make as part of your insurance application, including at renewal and when an amendment to your policy is required, should be honest and accurate. If you deliberately or carelessly misinform the insurers, this could mean that part of or all of a claim may not be paid.

Non-consumer customers: Where we arrange insurance wholly or mainly for purposes related to your trade, business or profession, you have a duty under The Insurance Act 2015 to make a fair presentation of the risk. This means that you must disclose every material circumstance which you and/or your senior management and/or anyone responsible for arranging your insurance know or ought to know. Alternatively, you must disclose sufficient information which would put the insurer on notice that it needs to make further enquiries for the purpose of revealing those material circumstances. You are expected to carry out a reasonable search in order to make a fair presentation of the risk and will be deemed to know what should reasonably have been revealed by the search.

Your duty of fair presentation applies at the start of the policy, at renewal and when any variation of the policy is arranged. If you fail to make a fair presentation, the insurer may refuse to pay your claim or reduce the settlement amount, depending on the circumstances.

How to cancel

Please contact us immediately if you wish to cancel any insurance policy we have arranged for you. You have a right to cancel a policy within the first 14 days, known as the ‘cooling off period’. Please refer to your policy documentation for further details. If you cancel within this initial cancellation period you will receive a full refund of your premium, subject to there having been no valid claim made against the policy in that time.

If you choose to cancel outside of the cooling off period, and have paid for your policy in an annual lump sum, you will receive a pro-rata refund of the premium remaining for the unused policy term, provided a valid claim has not been made.

If you choose to cancel your rolling monthly policy outside of the cooling off period, you will not receive a refund of any premiums already paid.

Please note: In the case of Single Trip, short term European Breakdown cover, you have the right to cancel this policy before your planned trip has started, you will receive a full refund if cancelled. Once your policy (trip) has started, no refunds will be provided for cancellation requests.

Protecting your information

We take your privacy extremely seriously and we will only use your personal details in line with our Privacy Notice. Please read our Privacy Notice carefully which is available via our website, www.eta.co.uk/privacy-policy and contact us immediately if you have any queries. Where necessary, for example where we would like to use your data for some marketing purposes, we shall ask for you specific consent to do so. Your personal information includes all of the details you have given us to process your insurance policy (we will not ask for more information than is necessary). We may share your data with Third Parties for the provision and ongoing performance of your insurance policy. Your data may be transferred outside the UK. Where we do so, we will ensure appropriate safeguards are in place, such as reliance on an applicable adequacy regulation or the use of the UK International Data Transfer Agreement or Addendum. We will not sell, rent or trade your data under any circumstances. All of the personal information you supply to us will be handled strictly in accordance with the applicable Data Protection regulations and legislation.

How to claim

Please refer to your policy documentation if you need to notify a claim. You should contact us as soon as you become aware of any incident which could give rise to a claim. If in doubt about whom you should contact, or if you require our assistance in relation to a claim or potential claim, please contact us.

Fees and charges

We do not make charges to clients in excess of the premium amount charged by insurers.

Our earnings

In return for placing business with insurers, we receive a commission from them which is a percentage of the annual premium that you are charged.

A full breakdown of the cost of your insurance will be provided as part of your new business or renewal quotation before you make a decision whether to proceed.

Additional earnings: When we sell you a policy, the insurer pays us a percentage commission from the total premium that you are charged. If the type of policy we sell reaches specific profit targets the insurer may also pay us an additional commission.

You are entitled, at any time, to request information regarding any commission which we may have received as a result of placing your insurance business.

Please be assured that at no time will the way in which we are remunerated conflict with our [responsibilities to meet your needs and treat you fairly.

Protecting your money

Prior to your premium being forwarded to the insurer (or returned to you in the event of a premium refund) we hold your money as an agent of the insurer with which we arrange your insurance. Where we hold premium as the agent of the insurer it is regarded as received by the insurer.

Complaints

It is our intention to provide a high level of service at all times. However, if you have reason to make a complaint you should contact us immediately using the contact details on the first page of this document. You may be entitled to refer the matter subsequently to the Financial Ombudsman Service. You can contact the Financial Ombudsman Service by telephone on 0800 023 4567 or online and further information is available at http://www.financialombudsman.org.uk/. If you do decide to refer any matter to the Financial Ombudsman Service your legal rights will not be affected. We will provide a summary of our complaints handling procedures should you make a complaint which we cannot resolve informally and at any other time, upon your request.

Compensation arrangements

We are covered by the Financial Services Compensation Scheme. 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. Insurance arranging is covered for 90% of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS on 0800 678 1100 or 020 7741 4100 or by visiting http://www.fscs.org.uk/

Money laundering/Proceeds of crime

We are obliged to report to the National Crime Agency any suspicion of money laundering or terrorist financing activity and we are prohibited from disclosing any such report.

Adequacy of insurance values

It is the responsibility of the insured to ensure that all sums insured, and policy limits are adequate.

Conflicts of interest/Customers best interests

As insurance brokers we act as your agent in arranging your insurance and assisting you in the event of a claim. We will always act honestly, fairly and professionally, ensuring your best interests are our priority. In certain circumstances we may act for and owe duties of care to insurers and/or other parties. Where we become aware of any actual or potential conflict of interest with our duty to you, we will inform you of the situation and the options available to you before we proceed.

Insurer security

The insurers we use are regulated and are required to have adequate capital resources. However, we cannot guarantee the solvency of any insurer we place business with. An insolvent insurer may be unable to pay claims or may be unable to pay them in full and you may have to pay a further premium to pay for alternative insurance cover.

Termination

You or we may terminate authority to act in connection with your insurance arrangements at any time. Notice of termination must be given in writing and will be without prejudice to the completion of any transactions already commenced. Any business currently in progress will be completed unless we receive instructions to the contrary. Any premiums or fees outstanding will become payable immediately. In circumstances where we feel we cannot continue providing services to you, we will give you a minimum of 7 days’ notice.

Law and jurisdiction

These Terms of Business shall be governed by and construed in accordance with English Law and shall be subject to the exclusive jurisdiction of the courts of England and Wales.