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The cookies we employ are used by most websites. This policy describes the types of cookies used on this website and explains their purpose.
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Where can I learn more about cookies?
Please read this document carefully. It sets out the terms and conditions on which we agree to act for you, contains details of our responsibilities together with your responsibilities both to us, to insurers and to other third-party providers. This is our standard client agreement upon which we intend to rely on. This “Terms of Business Agreement” (TOBA) supersedes all previous versions issued. Your receipt of this document constitutes your informed consent to its contents and by instructing us you are accepting this TOBA.
Please contact us immediately if there is anything in this document that you do not understand or with which you disagree. In the interests of security, staff training and to generally improve our service please be aware that telephone calls may be monitored and/or recorded.
Customers with disabilities - this TOBA and other associated documentation are also available in large print, audio and Braille. If you require any of these formats, please let us know. 1. Definitions: “Affiliate” means any member of our group, which means our subsidiaries, ultimate holding company and all of that ultimate holding company’s subsidiaries as defined in section 1159 of the Companies Act 2006. “Commercial customer” means a customer who is acting within their trade or profession in respect of the insurance cover requested or arranged. “Company”, “we”, “us” or “our” means Weald Insurance Brokers Limited. “You” or “your” means you (and/or your appointed agent). 2. Who we are: Cover4Sport is a trading name of Weald Insurance Brokers Limited which is an independent insurance intermediary whose head office is at Knighthood House, Imberhorne Lane, East Grinstead, West Sussex, United Kingdom, RH19 1LB. 3. Who regulates us: We are authorised and regulated by the Financial Conduct Authority (FCA) and our permitted business is to advise on, arrange, deal in and assist in the administration and performance of general insurance contracts. We are also permitted to provide credit broking and debt administration services in relation to premium finance. Our firm’s FCA reference number is 301679. You can check these details on the FCA’s Register https://register.fca.org.uk/s/ or by phoning the FCA on 0800 111 6768. 4. Our services: In arranging this policy we act as agent of Royal & Sun Alliance Insurance plc under a delegated authority agreement which means we can enter into insurance policies and issue policy documentation on their behalf. Notwithstanding this, we endeavour to always act in your best interest. We act as an insurance intermediary in sourcing and arranging products but do not offer advice when arranging insurance. However, we may ask some questions to narrow down the selection of products following which we will provide you with a quotation for a product, along with all of the required information to allow you to determine whether the insurance cover meets your needs and from which you will then need to make your own choice about how to proceed. At renewal, unless we give you a quote for cover with an alternative insurer, we will not make personal recommendations (unless you request this during the renewal process). In relation to the sale of this policy we have only used a single insurer and in doing so we are not providing you with a personal recommendation based on a fair and personal analysis of the market. Before the insurance contract is concluded we will provide you with sufficient information, including a statement of demands and needs, to enable you to make an informed decision about the policy, together with a quotation which will itemise any fees that are payable in addition to the premium. 5. Remuneration and fees We are paid by commission from your insurer. We will also make individual client administration charges of £10.00 per policy for arranging a policy, £10.00 per policy for renewing a policy and £10.00 per policy to cover mid-term adjustments, short period or mid-term cancellations (up to a maximum of £250.00 per client per year). In addition, if you make a change or cancel your policy mid-term which results in a return premium, we will retain all fees and any commission to cover our administration and advisory services. We will advise you of the amount of any charge before you become liable to paying it. In addition to your fee and/or commission some insurers may make additional payments to us reflecting the size and/or profitability of our account with them and/or in respect of work we undertake on their behalf. 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. 6. Duty of fair representation You must be sure that the information you have given to us to pass on to the insurers is a “fair presentation” of the risk. This means that you must have clearly disclosed every material circumstance which you, your senior management, or persons responsible for arranging your insurance knows or ought to know following a reasonable search. A material circumstance is one which may influence an insurers’ judgement over whether to take the risk, and if so on what terms. If you are in doubt as to whether a circumstance is material then you should disclose it. Page 1 of 5 Cover4Sport BNL Non-Advised Website Commercial TOBA Version 1.0 June 2021 Furthermore, you must inform us if any of the information provided to us has changed. If it has, then you must tell us about the changes before we arrange cover. Your duty to notify material changes in the risk applies when you purchase an insurance policy, throughout the life of the policy and when you renew that policy. Please note that failure to disclose a material circumstance may entitle an insurer to impose different terms on your cover or reduce the amount of a claim payable. In some cases your cover could be invalidated, which would mean that a claim would not be paid. 7. Quotations All quotations remain valid for a period of 30 days from the date it is provided to you. We reserve the right to withdraw or amend a quotation in certain circumstances, for example, where the insurer has altered their premium / terms for the insurance since the quotation was given, where there has been a change in the original risk information / material circumstances disclosed or if a claim / incident has occurred since the terms were offered. 8. Renewals You will be provided with renewal terms in good time before expiry of the policy, or notified that renewal is not being invited. Unless you advise otherwise renewals are invited on the basis that there have been no changes in the risk or cover required, other than those specifically notified to us or your insurers (see section on “Duty to disclose accurate and full information”). It is very important that you check the information provided at renewal to confirm it remains accurate and complete. If any of the information is incorrect or if your circumstances have changed you should contact us immediately so we can update your details. 9. Claims You must notify any claim or circumstance that may or could give rise to a claim under your policy in accordance with the conditions of your policy. Failure to notify insurers promptly may entitle them to deny your claim. You should not admit liability or agree to any course of action, other than emergency measures carried out to minimise the loss, or in the interest of health and safety, until you have obtained agreement from your insurer. When you notify us of a claim you should provide us with details of all material facts concerning the claim. Your policy documentation will describe in detail the procedures and conditions in connection with making a claim. Where appropriate, and as set out in your policy document, we will provide you with assistance in submitting a claim and in seeking to obtain reimbursement for you. We will transmit claims payments to you as soon as possible after they have been received on your behalf. However, in the event that an insurer becomes insolvent or delays making settlement of a claim, we do not accept liability for any unpaid amounts. Where we act for the insurer in relation to a claim we will advise you of this when you notify us of the claim. 10. Cancellationclause Your insurance contract may include a cancellation clause giving you the right to cancel your policy. If you decide to cancel your policy in accordance with any timeframes stipulated in your policy, and subject to not having made or intimated a claim, you may be entitled to a refund of premium paid. Please note our commission and, where appropriate fees, are fully earned from the date the policy commences and will not be refundable. If you fail to pay your premium to us by the due date, we reserve the right to instruct insurers to cancel your policy. 11. Productdocumentation You should review the policy documents carefully to ensure they accurately reflect the cover, conditions, limits and other terms that you require. Particular attention should be paid to policy conditions and warranties as failure to comply with these could invalidate your policy. Claims can arise, under certain types of insurance contract, long after the expiry of the policy. It is therefore important that you retain and keep safely all documents associated with your policy. 12. Premium For new policies, once you have chosen to proceed with cover, your contract of insurance has been arranged and payment becomes due and payable immediately. For renewal, payment must be made in full before the renewal date. Unless you have entered into an arrangement to pay your premium through a premium finance facility or the insurer’s own instalment facility. Failure to make payment may lead insurers to cancel your policy. No payment shall be deemed to have been received until we have received cleared funds. We shall be entitled (but not obliged) without providing notice to you to set off amounts due to us from you, against any amounts which we may receive on your behalf i.e. claims moneys, refunded premiums and other sums. 13. Premiumfinance In arranging premium finance, we act as a credit broker to provide you with a premium finance facility which is designed solely for the purposes of facilitating a loan for repayment of insurance premiums. We will only provide you with information about this payment option on a non-advised basis from which you will need to make your own decision as to the suitability of this facility and whether you wish to proceed. Where we arrange premium finance on your behalf we are remunerated for our assistance in putting this financing in place. We can provide details of our remuneration on request. When arranging premium finance your premium finance provider may undertake an enquiry with credit reference agencies who will add details of the search and the application to their record about you, whether or not the application proceeds. Further details will be provided when an application for finance is made. Insurers own credit facilities may also be available if appropriate. Page 2 of 5 Cover4Sport BNL Non-Advised Website Commercial TOBA Version 1.0 June 2021 Where you pay your premium by instalments and use a premium finance provider, if any direct debit or other payment due in respect of the credit agreement you enter into to pay insurance premiums is not met when presented for payment or if you end the credit agreement we will be informed of such events by your premium finance provider. If you do not make other arrangements with us or your premium finance provider to pay the insurance premiums you acknowledge and agree that we may, at any time after being so informed, instruct on your behalf the relevant insurer to cancel the insurance (or, if this occurs shortly after the start or renewal of the insurance, to notify the insurer that the policy has not been taken up) and to collect any refund of premiums which may be made by the insurer. If any money is owed to a premium finance provider under your credit agreement or if they have debited us with the amount outstanding we will use any refund received to offset our costs and you will be responsible for paying any remaining time on risk charge and putting in place any alternative insurance and / or payment agreements you need. You also agree that we may hold to the order of the premium finance provider any claims monies due to you in the event that you are in default of your credit agreement. 14. Clientmoney All client money is handled by our Affiliate, The Broker Network Limited (BNL). Client money is money that BNL receive and hold on behalf of our clients during the course of our dealings such as premium payments, premium refunds and claim payments. This money will be held by BNL either as agent of the insurer or agent of the client, determined by the agreement we and BNL have in place with each insurer. Where money is held as agent of the insurer, this means that when we have received your cleared premium, it is deemed to have been paid to the insurer. BNL pay us commissions upon receipt of your cleared premium which may be prior to payment of the premium to the insurer. The FCA requires all client monies, including yours, to be held in a trust account, the purpose of which is to protect you in the event of our financial failure since, in such circumstances; our general creditors would not be able to make claims on client money as it will not form part of our assets. BNL hold all client monies with one or more approved banks, as defined by the FCA, in a Non- Statutory Trust bank account in accordance with the FCA client money rules. Under these arrangements, BNL assume responsibility for such monies and are permitted to, and may: • Use such monies received on behalf of one customer to pay another customer’s premium, before the premium is received from that other customer. • For the purpose of effecting a transaction on your behalf, pass your money to another intermediary, including those resident outside the UK who would therefore be subject to different legal and regulatory regimes. In the event of a failure of the intermediary, this money may be treated in a different manner from that which would apply if the money were held by an intermediary in the UK. Please inform us if you do not agree to this. • Retain for their own use, any interest earned on client money. Unless we receive your written instruction to the contrary, BNL shall treat receipt of payment from you and of any claim payment and/or refund of premium which fall due to you, as being with your informed consent to the payment of those moneys into a BNL Non Statutory Trust bank account. Without affecting our fiduciary duty to you BNL are entitled to transfer client monies to an identical bank account held in the name of any Affiliate for so long as such company remains an Affiliate. 15. Insurersecurity Whilst we make every effort to place your insurances with insurers that are financially sound we do not guarantee or otherwise warrant the solvency of any insurer we place your insurances with. If you have any concerns regarding the insurer chosen to meet your insurance requirements you should inform us as soon as possible and we will discuss them with you. A liability for the premium, whether in full or pro rata, may arise under policies where a participating insurer becomes insolvent. 16. Termination of this TOBA You or we may terminate our authority to act on your behalf by providing at least 14 days’ notice in writing (or such other period we agree). Termination is without prejudice to any transactions already initiated by you, which will be completed according to this TOBA unless we agree otherwise in writing. You will remain liable to pay for any transactions or adjustments effective prior to termination and we shall be entitled to retain any and all commission and/or fees payable in relation to insurance cover placed by us prior to the date of written termination of our authority to act on your behalf. 17. Complaints In the event that you are unhappy with the service we have provided to you and you wish to make a complaint, please contact us in writing at: Lena Weaire, Knighthood House, Imberhorne Lane, East Grinstead, West Sussex, RH19 1LB or by telephone at: 01959 565678 or email at: email@example.com . Should you remain dissatisfied with our handling of your complaint, or its outcome, you may be eligible to take your complaint direct to the Financial Ombudsman Service who can be contacted on 0800 023 4567 (website: www.financial-ombudsman.org.uk). 18. Compensation We are covered by the Financial Services Compensation Scheme (“FSCS”), which deals with claims against FCA regulated firms that are insolvent or are no longer trading. You may be entitled, therefore, to compensation from the FSCS if we are unable to pay a valid claim made against us. This depends on the type of service we have provided you with, the type of insurance we have placed on your behalf and the circumstances of the claim. Full details and further information on the scheme are available from the FSCS (website: www.fscs.org.uk). Page 3 of 5 Cover4Sport BNL Non-Advised Website Commercial TOBA Version 1.0 June 2021 19. Confidentiality Information provided by you may be held, processed, disclosed and used by ourselves, our professional advisers and any associated companies in servicing our relationship with you. Unless you notify us otherwise, you agree to the storage, use and disclosure of such information. All the activities that we undertake on your behalf, as described in this agreement, are provided for your exclusive use. All recommendations, proposals, reports and other information supplied to you in connection with these services are for your sole use and you agree not to make this information available to any third party without our express written permission. We reserve the right to take action to protect proprietary information. 20. GeneralDataProtectionRegulations We will process your data responsibly, fairly and in strict accordance with the General Data Protection Regulations (GDPR) effective May 2018. These regulations replace the Data Protection Act 1998 (“DPA”) and require wider disclosure of compliance than the previous DPA, including (but not limited to): • Our lawful purpose of processing; • The information we collect, and how we use and share that information; • How long we keep information, including the purposes (e.g. administer your policy); • The technical and organisational measures we have in place to safeguard your information; • Your rights as an individual data subject; and • Our approach to marketing As with many organisations, and to ensure clients can easily access details on the areas listed above, we have developed a separate Privacy Notice. This can be found on our website at www.cover4sport.com alternatively you can obtain a copy by writing to us. It is vitally important to take time to read this document carefully as it contains full details of the basis on which we will process your personal data, such as collecting, using, sharing, transferring and storing your information. It is also your obligation to ensure you show this notice to all parties related to any insurance arrangement. If you have given us information about someone else, you are deemed to have their permission to do so. If you have any questions, including requiring a copy of the Privacy Notice, or any further information about our approach to the GDPR you can e-mail firstname.lastname@example.org or write to Lena Weaire, Knighthood House, Imberhorne Lane, East Grinstead, West Sussex, RH19 1LB. 21. Briberyandcorruption We have no tolerance for bribery and corruption and this policy extends throughout the Company for all of its dealings and transactions in all countries in which we operate. Our financial crime policy is updated in line with the changes in law, changes in our business and our reputational demands. All employees are required to comply with this policy. Both parties agree to comply fully with the requirements of the Bribery Act 2010, and will not engage in any of the following activity: • promising or giving of an advantage, financial or otherwise, to another person to bring about an improper performance or to reward such improper performance • requesting, agreeing to receive or accepting of an advantage, financial or otherwise to act improperly • bribe a foreign public official to do or reward them for doing, something improper 22. Moneylaundering In order to comply with our obligations under the money laundering legislation and regulations in relation to the Proceeds of Crime Act, you agree to provide us with any such evidence and information about your identity and that of any associates as we may reasonably require. 23. Sanctions Both parties shall pay due regard to, and co-operate in respect of the observance of, any applicable international economic, financial or trade sanctions legislation. 24. Thirdpartyrights Unless otherwise agreed between us in writing, no term of this TOBA is enforceable under the Contracts (Rights of Third Parties) Act 1999. 25. Liabilityfordirectors,officersoremployees You acknowledge and agree not to make any claim personally against any employee, director or officer arising out of the work and services provided under this TOBA. This clause does not in any way limit or affect our liability to you as set out below. 26. Limitationofliability In the event of any breach of these terms and or in the event of any representation, statement or act or omission including negligence arising under or in connection with all contracts between us then the following provisions set out our entire financial liability (including any liability for the acts or omissions of our employees, agents and sub-contractors) to you. Our total liability in relation to that claim shall be limited to £10,000,000 (ten million pounds). Should you feel this is not sufficient for you or your business please contact us to discuss a higher limit of indemnity; if agreed, this will be set down in writing and form part of this Page 4 of 5 Cover4Sport BNL Non-Advised Website Commercial TOBA Version 1.0 June 2021 TOBA. Nothing in these terms excludes or limits our liability for death or personal injury caused by the Company’s negligence, or for the Company's fraud, fraudulent misrepresentation or breach of any regulatory obligation. We shall not be liable to you for any indirect or consequential loss or damage; these may be losses that are not reasonably foreseeable (whether for loss of profit, loss of business, depletion of goodwill or otherwise), costs, expenses or other claims for consequential compensation whatsoever (howsoever caused) which arise out of or in connection with the services we provide to you. 27. Lawandjurisdiction This TOBA shall be governed by and construed in accordance with English law. In relation to any legal action or proceedings arising out of or in connection with this TOBA we both irrevocably submit to the non-exclusive jurisdiction of the English courts. 28. Variationandassignment No variation of this agreement shall be valid or effective unless it is in writing. We may amend this TOBA by sending you either a notice of amendment in writing or a revised TOBA. We are entitled to assign this TOBA to any other Affiliate for so long as such company remains an Affiliate. 29. Entireagreement This TOBA constitutes the entire agreement and supersedes all previous agreements, understandings and arrangements whether in writing or oral in respect of its subject matter. Page 5 of 5 Cover4Sport BNL Non-Advised Website Commercial TOBA Version 1.0 June 2021
This is the privacy notice of Weald Insurance Brokers Ltd (registration number 957953) whose registered office is at Knighthood House, Imberhorne Lane, East Grinsted, RH19 1LB referred to as we, us or our in this privacy notice.
This privacy notice sets out how we collect and process your personal data. This privacy notice also provides certain information that is legally required and lists your rights in relation to your personal data.
This privacy notice relates to personal information that identifies you as a natural person (whether you are an actual or potential customer, an individual who browses our website or an individual outside our organisation with whom we interact). We refer to this information throughout this privacy notice as personal data or personal information and further detail of what this includes are set out in this privacy notice below.
The privacy and security of your personal information is very important to us so we want to assure you that your information will be properly managed and protected by us at all times. Please read this privacy notice carefully as it explains how we may collect and use your personal data.
This privacy notice may vary from time to time so please check it regularly. This privacy notice was last updated on 24 April 2018
For the purposes of relevant data protection legislation, we are a controller of your personal data. As a controller we use (or process) the personal data we hold about you in accordance with this privacy notice.
If you need to contact us in connection with the use or processing of your personal data, then you can do so using our contact details as set out below.
Our Data Protection Representative is Lena Weaire whom you can contact at the address noted above or at email@example.com.
The personal data that we collect about you may include the following information:
In addition, we may obtain certain special categories of your data (special categories of data) and data about criminal convictions, and this privacy notice specifically sets out how we may process these types of personal data. The special categories of data are data concerning health.
We collect your personal data from you as a controller when we obtain quotations for insurance for you, when we set up your policy for you and when we make changes to your policy for you. This may also involve the collection of data from or about others who are associated with you and your insurance policy such as other persons insured on your policies or your employees or representatives. By giving us information about someone else for the purpose of arranging insurance for them under your policy such as named driver, employee or travel companion etc. you confirm that you have their permission to do so and that you have shared this privacy notice with them.
By asking us to arrange a contract of insurance for you where this involves passing information to us relating to children, you confirm to us that in doing so you are the responsible guardian of the child.
We also collect information from publicly available sources and third party databases made available to the insurance industry for the purposes of reducing fraud and financial crime as well as any other third party databases where your personal data may be held, provided such third parties have lawful bases on which to share such personal data with us.
We may rely on one or more of the following legal bases when processing your personal data for the following purposes:
Purposes for which we process your personal data
The basis on which we can do this (this is what the law allows)
In order to perform our contractual obligations to you. This would include our fulfilling your requests for insurance services (including obtaining insurance for you, fulfilling requests for mid-term adjustments and obtaining renewals)
The processing is necessary in connection with any contract that you may enter into with us
To administer your account, including financial transactions for insurance broking
The processing is necessary in connection with any contract that you may enter into with us
To assist in the prevention and reduction of fraud and other financial crime
The processing is necessary for us to comply with the law and our legal requirements
In the interests of security and to improve our service, telephone calls you make to us may be monitored and/or recorded
The processing is necessary to pursue our legitimate interest in the management and operation of our business
To let you know about similar products and services that may be of interest to you
The processing is necessary to pursue our legitimate interest in operating our business
We may also need to collect special categories of data from you, such as information about health, in order to perform our contractual obligations to you. The lawful basis on which we can do this is that the processing is necessary for reasons of substantial public interest relating to insurance. We may also collect information on criminal convictions which we may share with third parties. The lawful basis on which we can do this is that the processing is necessary for reasons of substantial public interest relating to insurance.
We may need to pass your personal data to other companies which may include:
The information you share with us may be transferred by us or any of the types of firms or organisations we have noted above, to other countries in order for processing to take place, including locations outside of the UK and the European Union. We will only do so if there are adequate levels of protection in place as required by applicable data protection laws.
When you visit one of our websites we may collect information from you, such as your email address, IP address and other online identifiers. This helps us to track unique visits and monitor patterns of customer website traffic, such as who visits and why they visit. We use third parties to collate IP addresses to help us understand our Internet traffic data and data regarding your browser type and computer. We may also use web usage information to create statistical data regarding the use of our website. We may then use or disclose that statistical data to others for marketing and strategic development purposes, but no individuals will be identified in such statistical data.
Internet browsers normally accept cookies by default, although it's possible to set a browser to reject cookies. We'll ask your permission before using any cookie that's not essential to the email or the use of the website. However, refusing to accept cookies may restrict your use of our website and/or delay or affect the way in which our website operates. You can find more information on cookies when you visit our website.
The open nature of the internet is such that data may flow over networks without security measures, and may be accessed and used by people other than those for whom the data is intended. While this is outside of our control, we do take the protection of your information very seriously and aim to apply appropriate levels of security at all times.
We will only store your data for as long as is necessary to comply with the requirements of your insurance contract(s) and any legal obligations or lawful processing conditions that may exist as a result. You have a number of rights concerning the personal information we use, which you may ask us to observe. In some cases even when you make a request concerning your personal information, we may not be required, or be able to carry out your request as this may result in us not being able to fulfil our legal and regulatory obligations under the lawful processing conditions under which we hold your data or because there is a minimum statutory period of time for which we have to keep you information. If this is the case, we'll let you know our reasons.
You can ask us to:
If you have any questions or concerns about this privacy notice or your data protection rights please contact us using our details set out at the beginning of this privacy notice.
You also have the right to make an enquiry or to complain to the Information Commissioner’s Office (ICO) if you are unhappy with our use of your data, or if you think we have breached a legal requirement. Further details about the ICO are available at: www.ico.org.uk.
We may from time to time process your personal data to let you know about similar products and services that may be of interest to you. This is because we value your custom and we pride ourselves in offering professional and tailored advice which meets your specific insurance needs. This includes keeping you informed on the latest insurance and industry information and details of any offers or promotions relating to the insurance services we provide to you. Our lawful basis for processing your personal data in this way is as is necessary to pursue the legitimate interests of our business, unless we have otherwise obtained your consent to do so. We may contact you by post, telephone or e-mail. You will be given the option to stop receiving any communications from us in this regard at any time however please note that this will not affect us contacting you about the servicing of products that you have specifically requested from us.
Every effort has been made to make the content of the site as clear and concise as possible, accessible using a simple navigation structure. This includes the way the pages look and feel, the colours used, the sizes of the text and images and the linked names and titles. We hope that you enjoy your visit to the Cover4Sport website. If you have any feedback or suggestions that would help make our website more user friendly, please Contact Us.
The site is designed to allow users to change text size depending on their personal preferences.
The site may make use of PDF files (downloadable documents). In order to view these files, you will need Adobe Acrobat Reader.
Every effort has been made to ensure that this website is coded to the highest standard. This means use of XHTML and CSS (Cascading Style Sheets) to ensure that code is compatible across as many browser versions as possible. The site also adheres to the general spirit of "web standards" by use of semantic markup.
All images on the site have corresponding ALT text provided so that they can be understood by non-visual readers.
Many links have title attributes which describe the link in greater detail, unless the text of the link already fully describes the target. Whenever possible, links are written to make sense out of context.
We are constantly striving to enhance the experience our customers have with us. So if you've got a complaint, we'd like to hear about it so that we can improve our service in the future and work to fix what went wrong in your individual case.
Collective complaints data covering all firms is published by both the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).
We are committed to providing the highest standard of service to its customers. However, should you need to complain, we will do everything possible to ensure your complaint is dealt with quickly and fairly.
There are a few things we'll need from you to find out about the current status of your policy/claim:
If you wish to make a complaint and your insurance policy was incepted or renewed after 01 February 2022 your complaint will be handled by one of our specialist complaint representatives. Simply call us on 0330 123 5063 between 09:00 and 17:00 Monday to Friday (excluding bank holidays).
To email us regarding a complaint, please contact 0330 123 5063
If you wish to make a complaint in writing, please address this to the Managing Director, Cover4Sport, Kings Courts, London Road, Stevenage, SG1 2GA
If your insurance policy was incepted or renewed before 01 February 2022 you can get in touch in the following ways:
Telephone: 01959 565678 (opening hours Monday–Friday 9.00am–5.00pm)
The member of staff receiving your complaint will try to resolve your concerns immediately. If they cannot, or further investigation is required, we promise to inform you of this within five business days.
In the unlikely event that your complaint has not been resolved within four weeks of its receipt, we will contact you and let you know the reasons why and the further action we will take.
Within eight weeks of its receipt, we will either issue you with a final response letter detailing the outcome of our investigation and our decision, or a letter confirming when we anticipate to have concluded our investigation.
If you are unhappy with our decision, or if we do not complete our investigation within 8 weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service.
The FOS is an independent service for settling disputes between businesses providing financial services and their customers. This service is free to customers.
Please note that if you wish to refer your complaint to the FOS this must be done within 6 months of our final response letter.
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