This document details our services and our arrangements for dealing with your insurance. Please read it carefully and retain a copy for your records.
The English language will be used for all communications, the contractual terms and conditions, and any information we are required to supply to You, before and during the duration of the contract and this agreement shall be subject to English Law.
We have designated you as a Consumer, which means your insurance requirements are NOT related to a trade or business.
The Financial Conduct Authority is the independent watchdog that regulates financial services. Voli Limited is authorised and regulated by the Financial Conduct Authority for insurance distribution activities and as a Credit Broker. Our Financial Services Register number is 1015906. Check our status at https://register.fca.org.uk or by contacting the FCA on 0800 111 6768.
We are an independent insurance intermediary, who acts on our customers' behalf in arranging insurance. Our services include: assessing your insurance needs; arranging Your insurance cover with insurers to meet your requirements; and helping you with any ongoing changes you have to make. We provide policies from a single, specialist insurer for each of the product lines we sell and we will notify you of the identity of the insurer concerned with any cover you purchase. Although we will not provide you with advice, we will assess your needs through a series of questions and only offer cover that is consistent with your stated needs, which will be confirmed in a Demands and Needs statement. Where we do not have a policy which meets your stated needs, we will tell you which requirements are not met to enable you to make an informed decision.
Data Protection & Privacy Statement
We are a data controller and our data protection officer is Oliver Kingston.
We act as your agent and will collect data, including personal information and risk details, solely to enable us to obtain and provide insurance quotations, arrange and administer your insurance. Data collected by us is contractual, and for our legitimate business interests as an insurance broker and we will be unable to offer any quotation or insurance if you refuse to provide certain personal data, including health, financial and criminal records data which is collected under the lawful basis of public interest, where these would affect the provision of cover and/or performance of insurance contracts.
Your information will be held securely by us and shared with insurers, and anyone else involved in the normal course of arranging and administering Your insurance which could include reputable providers outside the EU, to enable them to provide accurate terms and we/they will also obtain data about You and Your insurance history from various insurance anti-fraud databases, such as the Claims and Underwriting Exchange (CUE) as well as publicly available websites and 'soft checks' with credit referencing agencies, which will not affect your credit rating.
We will not give anyone else any personal information except on your instructions or authority, or where we are required to do so by law, or by virtue of our regulatory requirements. Information about you and your insurance will be held while you are a client and for a minimum of three years, and in certain circumstances up to six years, after expiry of your policies. Under the Data Protection Act data subjects have the right to see, and correct, personal information about them that we hold. Please write to our data protection officer at our usual office address if you wish to exercise your rights or have a complaint about our use of your data.
Payment Options
We only accept online payment by credit/debit card.
Under the terms of our agreements with the Insurance companies with whom we place business, we receive premiums you pay to us as Agent of the Insurer. We do not pay any interest on premiums held by us in the course of arranging and administering your insurance.
Our Fees & Charges
We usually receive a commission from the insurer (up to 35%) which is taken from the amount you pay us, in addition, we also make the following charges to cover the administration of your insurance:
| Service Type | Fee |
|---|---|
| New Business | £0 |
| Mid-term Adjustments (Changes) | £10 |
| Mid-term Cancellations (Cancellation) | £10 |
| Renewals | N/A |
| Replacement/duplicate documents | £0 |
We may also make additional charges specific to the arrangement & servicing of certain policies, but these will always be advised to you in advance. Prior to the conclusion of each insurance contract, or upon renewal, we will remind you of your right to be advised of the level of commission which we receive from underwriters. 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. Where we may receive additional remuneration based on the volume or profitability of our account with an insurer we will advise you of this.
How to make a complaint
Our aim is to provide a first-class service, however, if You wish to register a complaint, please contact us by writing to:
FAO Complaints Manager
Voli Limited
Upper Borough Walls
Bath
BA1 1RG
Or by email at [email protected]
If you cannot settle your complaint with us, You may be entitled to refer it to the Financial Ombudsman Service, for an independent assessment. The FOS Consumer Helpline is on 0800 023 4567 and their address is: Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Our full complaints procedure is detailed here.
The Financial Services Compensation Scheme (FSCS)
We are covered by the Financial Services Compensation Scheme (FSCS). For commercial customers with less than £1m turnover, insurance advising and arranging is covered for 90% of the claim, without an upper limit. For compulsory insurances (eg. motor insurance and employers' liability insurance), insurance advising and arranging is covered for 100% of the claim, without an upper limit. Further information about compensation scheme arrangements is available from the FSCS.
Your Responsibility to Provide Information
You must take reasonable care to answer all questions honestly and to the best of your knowledge, and if you volunteer any other information, you must ensure that the information is not misleading.
If any information that you have provided to us changes before you take out your insurance, during the life of the policy or at renewal, you must inform us of the change. If you deliberately, recklessly or carelessly misrepresent any information in relation to this insurance then your policy may be cancelled without refund, or treated as if it never existed, or your claim rejected or not fully paid.
Sums Insured, Indemnity Limits & Claims Notification
You will be responsible for ensuring that all sums insured and indemnity limits are adequate for the cover requested.
Average: In the event of under-insurance, Insurers may reduce the amount of any claim settlement in the same proportion as the sum insured bears to the total value of the insured items.
Reporting Claims: All incidents which could lead to a claim must be reported as soon as practicable and in accordance with any conditions contained in your policy schedule. Your insurer's claims contact number is shown in your policy schedule.
Your Right to Cancel
This agreement will remain in force unless cancelled by either party in accordance with the terms below or you have no insurance business placed through us.
You have a legal right to cancel your policy or credit agreement for any reason, subject to no claims having occurred, within 14 days of purchase. You will always be advised where this right applies. A charge will apply for the period of cover provided and, in addition, we make an administration charge as detailed above. If you wish to cancel a policy you must advise us in writing, prior to expiry of the 14-day cancellation period, via one of the contact methods detailed on our website.