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Important Information

 

Disclosing the Full Facts

You are required by law to take reasonable care to supply accurate and complete answers to all questions and to make sure that all information supplied is true and correct. Failure to supply accurate and complete answers may mean that your policy is invalid and that it does not operate in the event of a claim. If you are in any doubt about whether a piece of information is relevant to your answer, please ask us.

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Terms and Conditions

All policies are subject to qualifying criteria, terms and conditions, details of which will be explained before you buy.

We can only offer policies to residents of the British Isles.

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Law Applicable

Policy documents show the law that applies 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.

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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 vehicle or if you move address. If you don't tell us about any changes, your insurance could be invalid and not cover you in the event of a claim.

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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 end one year after the start date of cover (unless cancelled before then). The policy that lasts for a different period of time is short term car insurance which lasts for the period requested by you. Ask us if this is what you require. In all cases, we will tell you the period of cover before you buy a policy from us, and your policy documents will confirm this.

Renewals

If you are paying for your insurance by instalment plan, we will normally automatically renew all your policies, unless you have asked us not to. We won't automatically renew your policies if your payment does not authorise. We may, at our discretion, choose not to automatically renew if you have an unpaid balance or have had difficulty in making your payments. We will write to you before the renewal date to explain what will happen, and to let you know what the policy terms and new payments will be.

How to Cancel

If after buying a policy from us, you decide to cancel it, please call us. In most cases we will be able to take your instruction over the phone. Alternatively, you may write to us. Your policy documents will show the full cancellation procedure. For motor insurance, you will need to return the certificate of motor insurance to us within 7 days of the cancellation date.

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Our Charges

The following charges apply in addition to any additional/ return premium calculated by your insurer. For more about this, please see the policy document, or call us.

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
Car, Van & Motorbike

An administration fee of up to £100 may be applied.

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.

We will make a charge of £30 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.

 

£30 administration fee in the event of a change. 

The fee for providing duplicate documents is £15.

An administration fee of up to £200 may be applied.

If you are paying by monthly instalments a non-refundable credit arrangement fee of £35 will apply.

Legal Cover & any optional extras Subject to the applicable premium at the time of purchase. If your policy is cancelled within 14 days of inception, as long as no claim has been made, you will receive a full refund. If your policy is cancelled after 14 days, the premium will be charged in full. No charge No charge

If you pay your insurance by direct debit, an interest charge will apply.  The charge will be explained before you buy your policy.  Also, if you miss a payment on a car or van insurance policy, an administration charge of £20 will be applied to cover our costs.  We will re-attempt to take any missed instalment 7 days after the due date.  If this attempt is unsuccessful we will apply a further £20 late payment fee. If you miss a payment on a motorbike insurance policy, the finance provider will apply an administration charge.  Details of the charges applied by them will be disclosed separately.

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If You Have a Complaint

Step 1

If you wish to register a complaint, please contact us:

  • by phone on 0800 597 0531
  • in writing to The Customer Relations Manager, Express Insurance Services , 1 Masterton Way, Tannochside Business Park, Glasgow, G71 5PU; or
  • by email to the Customer Relations Department at service@expressinsurance.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 free of charge within 6 months;

Financial Ombudsman Service
Exchange Tower
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 0800 023 4567. Please note that if you are a business customer with an annual turnover in excess of €2 million, you may not have access to the Ombudsman Service. Referral to the Ombudsman does not affect your right to take legal action.

Please note that if you do not refer your complaint within 6 months from when you receive our final response, the Ombudsman will not have our premission to consider your complaint and therefore will only be able to do so in very limited circumstances.  For example, if it believes that the delay was a result of exceptional circumstances.

Alternatively if you purchased one of our products online, you can also make your complaint via the Online Dispute Resolution (ODR) platform at: http://ec.europa.eu/odr

 

Ageas Retail Limited Complaints data

We believe it is important to be transparent about the complaints we receive, as part of our commitment to developing long-term relationships with our customers. On this page (below) you will find some details, about our complaints, that we feel are important to share with you.

  • Firm Name: Ageas Retail Limited
  • Group Name: Ageas (UK) Limited
  • Other firms included in this report (if any): None 
  • Period covered in this report: 1st July 2014 to 31st December 2014
  • Branding / trading names covered: RIAS, IAS, Castle Cover, Kwik-Fit Insurance Services and Express Insurance Services
Category General Insurance and pure protection
Number of complaints opened 492
Number of complaints closed 487
Complaints closed within 8 weeks % 92%
Closed complaints upheld by firm % 21%

NB:

  • % Complaints upheld by the firm means found in the customers favour.

To put the above figures into context for Express Insurance Services (1st Dec – 31st Dec):

  • Express Insurance Services became a trading name of Ageas Retail Limited with effect from 1st December 2014.  Therefore, the figures provided here only apply to the period 1st December to 31st December 2014 and are in respect of all New Business and renewed policies during this period.
  • 3 complaints from 5,049 policy holders during the period 1st December to 31st December 2014, equivalent to one complaint per 1683 customers.
  • The number of complaints shown are in relation to the service Express  Insurance Services  provides to its customers and does not include complaints made directly to its insurance partners. 

To put the above figures into context for Castle Cover:

  • 125 complaints from over 223,549 policy holders as at December 2014, equivalent to one complaint per 1788 customers 
  • The number of complaints shown are in relation to the direct advice and service Castle Cover provides to its customers and does not include complaints made directly to its insurance partners about the advice or service they provide 

To put the above figures into context for RIAS and IAS:

  • 361 complaints from 747,627 policy holders as at December 2014, equivalent to one complaint per 2071 customers
  • The number of complaints shown are in relation to the direct advice and service RIAS provides to its customers and does not include complaints made directly to its insurance partners about their advice or service they provide 

To put the above figures into context for Kwik-Fit Insurance Services (1st Dec – 31st Dec):

  • Kwik-Fit Insurance Services became a trading name of Ageas Retail Limited with effect from 1st December 2014.  Therefore, the figures provided here only apply to the period 1st December to 31st December 2014 and are in respect of all New Business and renewed policies during this period.
  • 3 complaints from 25,316 policy holders during the period 1st December to 31st December 2014, equivalent to one complaint per 8439 customers.
  • The number of complaints shown are in relation to the service Kwik-Fit  Insurance Services provides to its customers and does not include complaints made directly to its insurance partners. 

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If you buy a policy from us

We may ask you to provide proof of additional information such as your No Claims Bonus and/or Driving Licence.  If we require this, we will contact you to advise how to send this.

We will keep the information you give to us secure and private. For your convenience we will make changes to your policy on the instruction of your spouse, partner or a named driver on your policy. If you do not wish this, or if you would like someone else to have access to your file, please let us know. Please note that we will only cancel your policy or change your address on your instruction. No-one else can do this on your behalf, however we will allow your spouse, partner or any named driver to cancel your policy if they are setting up a new one through us immediately on your behalf for example with a different insurance company.

The insurer who underwrites your policy may pass your personal data to other companies for processing on their behalf. Some of these companies may be based outside Europe in countries which may not have laws to protect your personal data. In all cases your insurer will make sure that it is kept securely and only used for the purposes for which you gave it. Details of the companies and countries involved can be given on request.

We may undertake a search with Experian for the purposes of verifying your identity. To do so Experian may check the details you supply against any particulars on any database (public or otherwise) to which they have access. They may also use your details in the future to assist other companies for verification purposes. A record of the search will be retained.

In the event of an outstanding balance on your account, we will pass your details to a debt collection agency for them to collect this amount on our behalf.

As well as calling us on the above numbers, you can write to us at:

Express Insurance Services,
1 Masterton Way,
Tannochside Business Park,
Uddingston
Glasgow
G71 5PU

E-Mailing us at service@expressinsurance.co.uk

Express Insurance Services is a trading name of Ageas Retail Limited. Registered office: Ageas House, Hampshire Corporate Park, Templars Way. Eastleigh, Hampshire, SO53 3YA. Registered in England and Wales 1324965. 

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Data Protection, Security & Privacy

Data Protection

We may use our own database to check the information given and also to prevent and find fraud.

For your protection and ours, and to ensure our high standards are maintained, we may record or monitor your call.

The information you give helps us to service any policy you buy from us, and will also be used for statistical and administration purposes.

To tell you about our range of financial products and special offers which could save you money, we will contact you in future, and may share your contact details within the Ageas group. We may pass customer information to an external agency to carry out a customer satisfaction survey on our behalf.

At any time, you can tell us that you do not want us to use your details for the purposes of marketing, by opting-out of future communications. You can opt-out from all future communications from us by using the unsubscribe link from any of our email communications, by clicking here or by writing to us at:

Express Insurance Services
1 Masterton Way
Tannochside Business Park
Uddingston
Glasgow
G71 5PU

We may pass information about you and your policy to the Financial Conduct Authority and/or the Financial Ombudsman Service, if they ask for this. This will only happen if they need the information to carry out their responsibilities, such as investigation of a complaint or alleged misconduct.

Insurers pass information to various databases to prevent and detect fraud. The databases used depend on the type of insurance being bought. For motor insurance, this includes the Claims and Underwriting Exchange Register, the Motor Insurance Anti-Fraud and Theft Register, the Motor Insurance Database and CIFA. If false or inaccurate information is provided and fraud is identified, details will be passed to fraud prevention agencies to prevent fraud and money laundering. Further details on how information held by fraud prevention agencies may be used are in the Policy Document which will be displayed before you buy, and you will receive access to after purchase.

Access to Your Information

Under the Data Protection Act 1998 you have the right to request a copy of the information we hold on you. If you would like to receive this, please call us on 0800 197 7087. Alternatively, you may write to us at

Express Insurance Services
1 Masterton Way
Tannochside Business Park
Uddingston
Glasgow
G71 5PU

Please quote your name, address and customer reference number.

Please note that a fee of £10 may be charged for dealing with such requests, in accordance with the Data Protection Act 1998. This is to cover our administration costs in processing your request. Please make cheques payable to Express Insurance.

Information Security

At Express Insurance we take security very seriously. We use the latest technology to make sure all information given on our site is safe and secure.

SSL encryption

We use 128-bit Secure Socket Layer (SSL) Encryption to encrypt any details you send to us. When you are on a secure area of our site a padlock will appear at the bottom right hand corner of your browser. In addition we also store your data internally behind a firewall to prevent unauthorised people from gaining access to it. (Checking that this is the case with E-Commerce)

External links

Links to third party websites are provided solely for your convenience. When you activate these links you will leave the Site. We do not endorse or take responsibility for the content on third party websites or the availability of those websites and we are not liable for any loss or damage that you may suffer by using those websites. If you decide to access linked websites you do so entirely at your own risk. We are not responsible for the privacy policies and practices of other websites and therefore recommend that you check the policy of each site you visit.

Site access and password usage

This Site is directed at those who can access the Site from the UK and is intended for use by UK residents only. Applications for products or services from non-UK residents will not be accepted.

At certain stages on our website you are able to register to retrieve a quotation. You are responsible for maintaining the confidentiality of your details and your password and for restricting access to your computer to prevent unauthorised access to your account. You accept responsibility for activities that occur under your account. You agree to inform us immediately if you have reason to believe that your password is being used in an unauthorised manner.

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