We provide customers with independent advice and are therefore able to compare and contrast the products of different companies that are available in the market place. Further, we will use our expertise to ensure that any policies recommended are suitable to the particular needs of our customers and only provide advice Private Medical Insurance, Term Insurance, Critical Illness Cover, Income Protection Insurance, Cash Plans and Dental Cover of which we are knowledgeable and specialise in.
FEES AND CHARGES
We normally derive our income from commission paid to us by insurance companies. Where a fee or charge is payable, you will be advised before you commit to it. Healthy Horizons does not handle client money. We never accept a cheque made out to us (unless it is a cheque in settlement of charges or disbursements for which we have sent you an invoice) or handle cash.
YOUR DUTY OF DISCLOSURE
It is your responsibility to provide complete and accurate information to us and Insurers when you take out an insurance policy, throughout the life of the policy and when you renew your insurance. Failure to disclose facts; pertaining to your insurance, or any inaccuracies in information given, could result in your insurance being invalid or cover not operating fully. If a form is completed on your behalf, you should check that the answers shown to all questions are true and accurate before signing the document. You are advised to keep copies of any correspondence you send to us or direct to the insurer.
Consumer Disclosure – Consumers are customers who are ‘not’ acting for the purposes relating to a trade, business or profession. It is important that you ensure all statements you make on Proposal Forms, Claim Forms and other documents are true, full and accurate.
Commercial Disclosure – Commercial customers are customers who are acting for the purposes relating to their trade, business or profession. You have a duty to disclose all material facts that are known or ought to be known by the policy holders senior management, or those responsible for arranging the insurance. This allows us to provide the insurer with a fair representation of all material circumstances so that they can determine whether to take the risk and, if so, on what terms.
PROTECTING YOUR INFORMATION
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 or with your consent in relation to arranging your insurance, and except where the law requires us. The FCA may ask us to provide it with access to our customer records in order that it may carry out a review of our activities.
Some or all of the information you supply to us in connection with your insurance proposal may be passed to other insurance 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 Managing Director at the below address
HOW TO CANCEL YOUR POLICY
You may have a statutory right to cancel your insurance policy within a short period. Please refer to your policy summary or your policy document for further details. If you cancel you will receive a pro rata refund of premium from the Insurer if it is within the cooling off period. If you wish to cancel outside this period you may not receive a pro rata refund of premium.
HOW TO CLAIM
Please refer to your policy summary or your policy document if you need to notify a claim. You should contact the insurer direct as soon as possible using the contact details provided.
It is our intention to provide a high level of service at all times. However if you have reason to make a complaint about our service you should contact the Managing Director at the below address. If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service. Further information is available at http://www.financial-ombudsman.org.uk/ or within our internal complaints procedure, which is available to you on request at any time.
COMPLAINTS HANDLING – SERVICE STANDARDS
Complaints are defined by nature as ‘any expression of dissatisfaction’. This can include complaints against Healthy Horizons Ltd, insurance providers or other third parties. In our role as intermediaries, complaints against insurers and other third parties may be directed to us so that we can facilitate a resolution. These service standards do not apply where a complaint has been resolved by close of business on the business day following its receipt.
We are covered by the 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. Insurance advising and arranging is covered for 90% of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Where the firm has not taken steps and caused a contract not to be effected by an Insurer on a Pure Protection Policy or General Insurance claim arising from the death or incapacity of the policyholder owing to injury, sickness or infirmity, then 100% of the claim is covered. Further information about compensation scheme arrangements is available from the FSCS.
Healthy Horizons Ltd of 15 Malton Close, Milton Keynes, MK10 9HR is authorised and regulated by the Financial Conduct Authority (FCA). Our FCA number is 524580. We are permitted to advise and arrange non-investment insurance policies. You can check these details on the FCA’s Register by visiting the FCA’s website http://www.fca.org.uk/register/ or by contacting the FCA on 0800 111 6768.