​Cancelling your policy

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We really recommend you get in contact with us before deciding to cancel your insurance policy to discuss your options.

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You have the right to cancel your insurance policy at any time, but charges will vary depending on when you cancel. When your policy is cancelled, any additional products are cancelled at the same time. Our service charges and those of the insurer are not refundable. Any refunds due can take up to 30 days to be processed. 

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There are occasions where we will enforce cancellation of your policy. This is only performed when there is a good reason or if your insurers have instructed us to do so. Before cancelling your policy, we will notify you by email to the last known email address you have provided. The cancellation will be treated as a standard cancellation and you will incur the same charges as set out below.

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Cancelling before cover starts

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If you have instructed us to start a policy, but choose to cancel before cover has commenced we will charge our cancellation charge plus any insurer setup fees and / or cancellation charges.

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Cancelling within the cooling off period

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If your cover has started and you decide to cancel your policy within 14 days of receiving your documentation, and provided you have not made a claim or had a claim made against you, we will charge:

- A pro rata charge for the time your policy was on cover plus any insurer set up fees and / or cancellation charges
- Our set up fee
- Our cancellation charge
- The full cost for any optional additional products if the benefit has been used.​

Cancelling after the cooling off period

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If your cover has started and you decide to cancel your policy outside of the cooling off period, and provided you have not made a claim or had a claim made against you, we will charge:

- A charge based on the time your policy was on cover plus any insurer set up fees and / or cancellation charges*
- Our set up fee
- Our cancellation charge
- The full cost for any optional additional products purchased.

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* All our charges and any insurer fees / charges can be found here

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* Please see your policy wording for full cancellation terms of each of our insurers. 

If you are paying your premium by instalments, where the total cost for your cover exceeds the amount that you have paid the third party finance provider, you will be required to pay the difference within 7 days. Failure to do so may result in us taking steps to recover any debt through a debt recovery agency that may apply further charges to the balance.

If you cancel your policy and you have made a claim, or a claim has been made against you, the full premium and any fees are due. Any remaining instalments will need to be settled.

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Payment Options

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Credit/Debit Card Payment

Please note that any refunds can only be made back to the card used for the original transaction, or where this is not possible a BACS transfer will be issued.

 

Monthly Instalments

If you choose to pay your premium by monthly instalments, we will arrange this for you through a finance provider, unless your application for credit is declined. This method of payment works like a loan, where the finance provider will pay your insurance premium to us in full and you will pay back the finance company by monthly instalments including any interest applicable to the loan. ​

 

We act as a credit broker and not a lender. We use Close Brothers Limited trading as Close Brothers Premium Finance, to arrange finance for the payment of your insurance premium. We’ll be paid a commission by Close Brothers for introducing you to them and for managing your finance. We’ll also receive commission if you finance mid-term adjustments, annual renewals or additional insurance policies. Commission will impact the amount you pay as it’s included within the total cost of your premium finance. We set the interest rate for your finance. As we’re being paid a commission and we work with Close Brothers exclusively, we cannot give you an independent recommendation on your finance options.​

 

We will disclose the commission amount when you purchase the policy and in your Welcome Pack. Close Brothers will also contact you to confirm the commission amount in writing and to obtain your consent to us receiving that commission before they can progress your application. Failure to consent to the commission amount within 13 days of accepting the policy will result in you being required to find an alternative method of payment. If you are unable to do so it will lead to your policy being cancelled and charges imposed in line with our Cancellation section.

Please note that paying your premium by monthly instalments does not provide a month’s cover at a time, you will have entered into an annual contract of insurance and have chosen a more manageable method of paying your annual premium. You are responsible for paying the monthly instalments when they fall due, please therefore take note of the payment schedule provided to you. 

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A missed payment charge will be incurred for failing to pay a monthly instalment and if overdue payments are not received within 7 days of the defaulted payment, we will issue a cancellation notice of your insurance policy.

 

For your protection, if you cancel your direct debit it will not automatically cancel your insurance policy, but could lead to unnecessary charges being applied to your policy. You should always contact us in accordance with the Cancellation section of this document.​

 

Close Brothers Premium Finance has their own terms and conditions, which you should read carefully. You will receive the credit agreement from them that you will need to sign and return. Failure to do so may result in your finance agreement being cancelled which could affect your insurance policy.

 

We reserve the right to withhold documentation until due payments have been made. We will provide any documentation that we are required to do so by law.

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Making a complaint

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We are dedicated to delivering a first class level of service to all policyholders. However, we accept that things can occasionally go wrong and would encourage you to tell us about any concerns you have so that we can take steps to make sure the service you receive meets your expectations in the future. Our customer service team are here to help on 0330 124 5773 or complaints@Insentureunderwriting.com who will do all they can to swiftly resolve the issue. You can request a copy of our complaints procedure free of charge at any time.

 

You can also write to us at:

Doddle Cover

1st Floor
94 - 102 Highstreet

Hampton Hill

TW12 1NY

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We will make every effort to resolve your complaint by the end of the third working day after receipt. If we cannot resolve your complaint within this timeframe we will acknowledge your complaint within five working days of receipt and do our best to resolve the problem within four weeks by sending you a final response letter. If we are unable to do so, we will write to advise you of progress and will endeavour to resolve your complaint in full within the following four weeks.
When contacting us please provide:

- A policy number and/or claim number.
- An outline of your complaint.
- A contact telephone number.

If we are still unable to provide you with a final response at this stage, we will write to you explaining why and advise when you can expect a final response. At this point you may refer your complaint to The Financial Ombudsman Service at the following address:

 

Exchange Tower
Harbour Exchange Square 
London
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk

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The Financial Ombudsman Service 

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You may go directly to the Financial Ombudsman Service when you first make your complaint, but the Ombudsman will only review your complaint at this stage with our consent. However, we are still required to follow the procedure stated above. If you have received a final response but are dissatisfied, you have the right of referral to the Financial Ombudsman Service within six months of the date of your final response letter. You may only refer to the Ombudsman beyond this time limit if we have provided our consent.

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Whilst we are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure above does not affect your right to take legal action.

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Customer Feedback

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If you have any suggestions or comments about our cover or the service we have provided please email info@Insentureunderwriting.com.

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We always welcome feedback to enable us to improve our products and services.

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Telephone Recording

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For our joint protection telephone calls may be recorded and monitored by us.

 

If you are still dissatisfied with the way your complaint has been handled, you can use the Online Dispute Resolution Platform (ODR) to submit your complaint for an independent assessment at: https://ec.europa.eu/info/index_en/

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Protecting Your Money

We hold your premium payment in a Client Money Bank Account until it is passed to your insurer. We cannot use your money for any other purpose other than to pay the insurer that your insurance is arranged with. We may earn interest from money held in this account, which we will retain. Unless you tell us otherwise, you are consenting to us holding your money in this way.
 

Governing Law

The laws of England and Wales govern this agreement and any dispute is subject to the exclusive jurisdiction of the English courts.

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Insurer Solvency

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We endeavour to place your business with insurers who have adequate means to meet their obligations but cannot guarantee the solvency of any insurer and we shall not be liable for losses suffered by you in the event of the insolvency of an insurer. You can find more information regarding rating of our insurer partners here

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Statutory Rights

Agreement to our Terms of Business does not affect your normal statutory rights.