Code of Practice

Under our General Business Code of Practice, we have to bring to your attention some of the important features of your travel insurance certificate:

Insurance Certificate: this contains full details of the cover provided plus the conditions and exclusions which apply to it. You must read the insurance certificate carefully.

Conditions and Exclusions: there are conditions and exclusions which apply to the whole certificate.

Date Change Exclusion: Changes in dates, and particularly the change of century, could see widespread failure of computer chips, which depend on date-related information in order to work properly. Other than Medical Expenses, your certificate excludes anything directly or indirectly caused by failure of any computer hardware or software or other electrical equipment to recognize or process any date as the true calendar date.

Fraudulent Claims: the making of a fraudulent claim is a criminal offence.

Medical Expenses: the certificate does not provide private health treatment unless specifically approved by the emergency service. ... Health: the certificate contains conditions relating to the health of the people travelling and others upon whose well being the trip may depend. It may be that you are required to disclose known medical conditions of such people prior to cover being issued and you must be aware that failure to disclose such information will prejudice your position.

Property Claims: these are settled on an indemnity basis - not on a "new for old" or replacement cost basis, unless otherwise stated in the certificate.

Certificate Limits: most sections of the certificate have limits on the amount the insurer will pay under that section. Some sections also have inner limits e.g for one item, or for valuables in total.

Excesses: claims under most sections of the certificate will be subject to an excess. Where there is an excess, you will be responsible for paying the first part of a claim.

Reasonable Care: you are required to take all reasonable care to protect yourself and your property and to act as though you are not insured. ... Complaints: the insurance certificate includes a Complaints Procedure which tells you what steps you can take if you wish to make a complaint.

"Cooling Off" Period: the certificate contains a "cooling off" period which allows you to return the certificate and obtain a refund if you have justifiable reason to be dissatisfied with the cover provided. A service charge may be applied.

Hazardous Holiday Activities: the certificate may not cover you when you take part in certain hazardous activities e.g. mountaineering. If you want cover for such activities you may need to arrange a specialist insurance. UK Law allows the parties to choose the law applicable to the contract. The contract will be subject to English Law unless otherwise agreed.

Service Standards: We endeavour to provide a "same day" service wherever possible in the turn around of Quotations, Policy Documents and replies to correspondence. However, there may be occasions where our response takes a little longer. We encourage the use of e-mail wherever possible as this helps to avoid delay and reduce costs.

It is always our intention to provide a first class standard of service. However, if You have any cause for complaint you should write to the Managing Director, All Seasons Underwriting Agencies Ltd, (ASUA) 6-8 Fenchurch Buildings, Fenchurch St, London EC3M. ASUA are authorized and regulated by the Financial Services Authority. Reg. No. 308488.

If Your complaint is not resolved to Your satisfaction by ASUA then You should write to:

Managing Director, IGI Insurance Company Limited, Market Square House, St James’s Street, Nottingham NG1 6FG. Authorised and regulated by the Financial Services Authority Reg. No. 1229676

If You are still not satisfied You can contact the:

Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR

The complaints procedure above does not affect any legal rights You may have to take action against Us.

Please note that the Ombudsman will not normally review Your case until such time We have made Our final decision. Please give Us the opportunity to handle Your complaint before referring things to the Ombudsman.

Insurers share information with each other to prevent fraudulent claims and for underwriting purposes via the Claims and Underwriting Exchange. These include TCEWS operated by Euclidian Risk Management Ltd. and (CUE) operated by Insurance Database Services Ltd. A list of participants is available on request. In the event of a claim the information You supply on the claim form together with other information relating to the claim, will be provided to CUE participants.