Kwik Fit Insurance Trading Information
Kwik Fit Insurance is an insurance intermediary, authorised and regulated by the Financial Services Authority (FSA). Registered in Scotland No. 147319. Registered Office: 1 Masterton Way, Tannochside Business Park, Glasgow, G71 5PU. VAT number 380094850.
Disclosing the Full Facts
If you don't tell us about all material facts, your insurance could be invalid and not give protection in the event of a claim. In particular you should tell us about any incidents (whether your fault or not, and whether you claimed or not). It is an offence to make false statements or withhold information to get motor insurance.
Terms and Conditions
All policies are subject to qualifying criteria, terms and conditions, details of which will be discussed when you call. For products which we sell on-line, these details are accessible at all times, and are displayed before you decide to buy. It is important that you read these before buying to make sure that the policy suits your needs.
Law Applicable
Policy documents detail the law applicable to each contract of insurance. This depends on the type of insurance you buy, and which insurer underwrites it. Generally, it will be English law. If you would like confirmation of this, please ask us before buying.
Keeping Us Informed
Once you buy your insurance, you must tell us of any changes to your circumstances. Note especially that you must call us before you change your car or if you move address. If you don't tell us of any changes, your insurance could be invalid and not cover you in the event of a claim.
When Cover Begins & When it Ends
Insurance cover will only begin when we receive your payment and we issue confirmation that cover has begun.
Most policies we sell are annual policies, which expire one year after the start date of cover (unless cancelled before then). Single trip travel insurance lasts for the period of time you ask for. In all cases, your policy documents will confirm the period of cover.
Renewals
For your convenience and protection we may automatically renew your insurance policies. We will write to you before the policy renewal date to let you know if this will happen, and if so what the revised payments will be.
How to Cancel
If you decide to cancel your policy please call us on 0800 024 2045 and one of our customer retention consultants will be happy to help you. We will only cancel the policy under your personal instruction. Alternatively, you can send your request in writing (please specify the date you wish the policy to be cancelled from) enclosing your certificate of insurance to; Kwik Fit Insurance 1 Masterton Way Tannochside Business Park Uddingston Glasgow G71 5PU
Complaints
We aim to achieve 100% customer delight at all times. If we let you down, please tell us and we will do our best to resolve your complaint as quickly and fairly as possible.
Step 1
In the first instance, please call one of the following numbers:
Motor Insurance & Breakdown customers - please call 0800 280 2204
Home Insurance customers - please call 0800 280 2205
Travel Insurance customers - please call 0845 345 1247
Commercial Vehicle Insurance customers please call 0800 280 2206
Pet Insurance customers please call 0870 240 0903
Motorbike insurance customers please call 0800 980 1927
Our experienced staff will do their best to resolve your complaint quickly. In the unlikely event that you are not completely satisfied, please ask to speak to one of our Customer Service Managers.
If you prefer, you may write to our Managing Director outlining your concerns and quoting your Customer Reference Number:
The Managing Director
Kwik Fit Insurance
P O Box 007
Glasgow
G71 5PU
Alternatively, you can email us at: customerrelations@kfis.co.uk
Our aim is to acknowledge your complaint within a maximum of 5 working days and send you our final written response within 20 working days. If this is not possible, we will tell you why and send you our full and final letter within 8 weeks of when your complaint was received.
We will always try to resolve all complaints as quickly as possible. To help us achieve this, we will always try to contact you by phone, but if you prefer not to communicate this way, please let us know and we will respect your wishes. However, if we can only communicate with you in writing, your complaint will take longer to resolve.
Step 2
If you have received our final written response and you are still not satisfied, you can refer your complaint to the Financial Ombudsman Service within 6 months;
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
The Ombudsman will need a completed form, which you can find on their website at www.financial-ombudsman.org.uk
Alternatively, they can help you complete the form by taking your details over the phone on 0845 080 1800. Please note that if you are a business customer with an annual turnover in excess of £1million, you may not have access to the Ombudsman Service. Referral to the Ombudsman does not affect your right to take legal action.
The table below displays details about the complaints we have received in the 6 month period between July and December 2012 relating to general insurance;
| Number of complaints opened | 1324 |
| Number of complaints closed | 1398 |
| Complaints closed within 8 weeks | 100% |
| Complaints upheld | 31% |
| Complaints per £1m of gross premium income | 7.9 |
Policy Wording
If you would like a sample of our policy wording, please access the policy book link on the relevant product page of this website.
| Policy Type | When you buy a new policy |
In the event of cancellation | In the event of a change, or if you request duplicate documents |
When you renew your policy |
|---|---|---|---|---|
| Motor | If you are paying by credit card there will be a £5 non-refundable transaction fee. If you are paying by monthly instalments a non-refundable credit arrangement fee of £35 will apply. If you do not return proof of your no claims bonus within 21 days a fee of £15 will be charged | We will make a charge of £25 if your policy is cancelled within 14 days of inception or receiving your documents, whichever is last. After 14 days, a charge of £50 will be made. This will be deducted from any refund given by your insurer. | £10 to £30 charge, depending on the change | If you are paying by monthly instalments a non-refundable credit arrangement fee of £35 will apply. |
| Motor - Platinum Policies | If you are paying by credit card there will be a £5 non-refundable transaction fee. If you are paying by monthly instalments a non-refundable credit arrangement fee of £35 will apply. If you do not return proof of your no claims bonus within 21 days a fee of £15 will be charged | We will make a charge of £25 if your policy is cancelled within 14 days of inception or receiving your documents, whichever is last. After 14 days, a charge of £70 will be made. This will be deducted from any refund given by your insurer. The breakdown and legal expenses cover included in the Platinum package are unable to be cancelled indiviudally. | £10 to £30 charge, depending on the change | If you are paying by monthly instalments a non-refundable credit arrangement fee of £35 will apply. |
| Home | No charge | If your policy is cancelled within 14 days of the start/renewal date, or of you receiving your policy documents (whichever happens later), we will charge a fee of £25. If your policy is cancelled after this time, we will charge a fee of £30 for buildings or contents policies and £40 for combined buildings and contents policies. | £5 to £25 charge, depending on the change | No charge |
| All other products sold as optional extras (except Payment Protection) | No charge | If your policy is cancelled within 14 days of the start date or receiving your documents, whichever is the latter, as long as no claim has been made, you will receive a full refund. If you cancel outside the first 14 days, no refund will be given. | No charge | No charge |
| Payment Protection | No charge | If your policy is cancelled within 30 days of the start date or receiving your documents, whichever is the latter, as long as no claim has been made, you will receive a full refund. If your policy is cancelled after 30 days, you will only need to pay for the days on cover. | No charge | No charge |
| Travel | No charge | No charge | No charge | No charge |
| Pet | No charge | If you cancel the policy within the first 14 days of receipt of the policy documents provided there has not been a total loss claim, a pro rata refund will be made. If the policy is cancelled after 14 days of receipt of the policy documents provided there has not been a total loss claim, a pro rata refund will be made if you decide to cancel the policy. | No charge for mid term adjustments. £9 for duplicate documents. | No charge |
| Motorbike Insurance | Up to £100 policy arrangement fee | We will retain our commission, the amount of which will be disclosed to you when you purchase your policy | £15 to £75 depending on the change | Up to £100 renewal administration fee |
| Van Insurance | £10 administration fee if bought through the call centre. £0 if bought online | £40 if cancelled within the first 14 days. £50 if cancelled thereafter. | £15 to £75 depending on the change | The standard fee is £25. However, it can be up to £100 |
