Newmoon Terms and Conditions as at 1st March 2018

Newmoon provide a non-advised service to all our customers.

Definitions
We/Us/Our means New Moon Insurance Services Ltd.
You/Your means our client.
FCA means The Financial Conduct Authority, an independent authority that regulates financial services.
By asking us to quote for, arrange or handle your insurances, you are deemed to have accepted these Terms of Business and to have given us your consent to operate in the ways described below.

Explanation of Service:

  • We are an underwriting agency who acts an intermediary for you and as agents for insurers

  • We offer a range of insurance products and have access to leading insurers in the market place.

  • Our musical instrument insurance policies are underwritten through an arrangement with a single insurer, who is Hiscox Insurance Company UK (Hiscox). Our gun policy is written through UK General Insurance Ltd on behalf of Ageas Insurance Ltd.

  • In some circumstances we may provide cover via another insurance intermediary, for example our Retailer shop policy for music shop is via a panel of Insurance companies and or where they have special facilities or have a special scheme for certain trades. If we arrange cover on your behalf via another intermediary you will be advised.

Our Commitment to you

  • We will at all times conduct our business with utmost good faith and integrity.

  • We will ensure that our internal affairs are organised and controlled in a responsible manner.

  • We will try our very best to satisfy your insurance needs and we will always place your interests before all other considerations.

  • We undertake to treat customers fairly at all times.

  • If we become aware that there is any actual or possible conflict of interest, we will tell you of this and advise you of your options and act upon your instructions.

  • When we are providing a quotation for a contract of insurance we will take due care to make sure of its accuracy and that we can place it at the price quoted.

Professional Indemnity
Professional Indemnity insurance is mandatory for all FCA members. We conform to the appropriate rules.

The General data protection Regulation (GDPR)
Newmoon will only contact you in relation to any product you purchase or ask for a quote from us or request contact via either phoning us or emailing us etc. Newmoon will not pass any of your information to third parties other than to our insurers with the restriction that this information will only be used for issue and admin your policy and any claim or to a third party where we are instructed by law to release the data.
Newmoon will contact you regarding your renewal, new business, mid term adjustment etc by letter, email and phone. If you do not wish to be contacted by one of these methods please inform us.
If your policy lapses we will remind you for a suitable period as indicated above.
Insurance requires the issue of a legal document and documents will be retain for the required period by current legislation. Please be aware that if your policy had either employers liability and or public liability these documents will be held for a longer period than those without these covers.
In the event of a claim insurers may share information in relation to fraud prevention.

Policy Refunds and Cancellations
Our products are regulated by the FCA. From the inception date of your policy you have 14 days to cancel your policy and obtain a full refund of paid premium received by us. After this date you may only cancel your policy in line with the terms and conditions contained in the wording issued to you. Before you purchase your policy you will be asked to confirm that you have read and agree to the policy terms and conditions. We recommend that you read your particular policy wording to ensure that you fully understand the refund procedure after the initial 14 days of cover. Please note that for short period policies or where liability sections have been used a deposit non refundable set up fee may be applied.

Prior Insurance Contracts
In circumstances where you appoint us to act as your insurance intermediary and administer policies previously arranged by another intermediary or intermediaries we will not be liable for any loss resulting from the advice or possible negligence of your previous intermediary or intermediaries.
Unless instructed otherwise we will not undertake to review any of your previous insurance contracts or other contracts in force at the time of our appointment until they fall due for renewal.

Claims
If you are unfortunate enough to need to make a claim please contact us without delay. We will advise you of the procedures. In some circumstances claims may be reportable directly to helpline numbers shown in your documentation.
You should neither admit liability nor agree to any course of action, until you have agreement from your insurer.

Our Statutory Requirements
We are covered by the Financial Service Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This is dependent on the type of business and circumstances of a claim. Non-complusory insurance advising and arranging is covered for 90% of the claim, without any upper limit. For compulsory classes of insurance this increases to 100% of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS.

Listening to our Clients – Complaints
We endeavour to offer a first class service at all times. If, however, you need to make a complaint about our service or administration, we have a formal complaints procedure. In the first instance you should contact us either in writing, by telephone or e-mail. Please address your complaint to the Managing Director Paul Crump.
If we cannot resolve your complaint within 5 business days after receipt of the complaint, we will send a written acknowledgement telling you, the name of the person handling the complaint.
Our final response will either accept your complaint in total or in part and we will give an explanation and/or redress where appropriate or we will reject your complaint and we will explain the reason why.
Should you not be satisfied with our final response, you may be able to refer your complaint to the Financial Ombudsman Service, South Quay Plaza, Marsh Wall, London E14 9SR. Tel 0207 964 1000 Fax 0207 964 1001.
We will let you know if you are able to refer your complaint to the Financial Ombudsman Service.
If your complaint is against an insurer you will find their complaints procedure in your policy document.

Treating Customers Fairly
It is our intention at all times to treat customers fairly. If at any time you feel that you have not been treated fairly please contact us in order that the matter may be rectified.

Remuneration
Unless we have agreed with you otherwise, payment for our services will be by way of commission and where stated clearly in your policy document an administration fee, we receive from insurers and other third parties for arranging your insurances with or through them.
Customers have a right to be informed of the level of commission which we receive from an insurer.
There may be occasions when we will charge you an additional fee for services. Where this is the case, we will fully explain the basis of our charging and we will disclose and identify this sum before you enter into a contract.
In addition to any premium your insurer may charge, we may also charge you a fee if you ask us to make a policy alteration or supply duplicate documents. You will be advised if there is to be a charge when you contact us.
We will be entitled to retain all commission or agreed fees in respect of the full policy period if you cancel your policy or appoint another intermediary during the policy period.
In respect of any return premium due to you, we may be required to repay commission on that amount to your insurer. We may deduct this amount from the final amount due to you.

Payment of Premiums/Charges/Fees
Premiums/charges/fees should be paid as required and within the expected timescales. Failure to pay any amounts owed could invalidate your insurance contract.
Charges/fees relating to any particular insurance policy will be included in the quotation you receive.
We accept payment only by debit card or credit card.

Looking after your Money
Premiums paid to us, but not yet passed to insurers, or refunds/claims money paid to us but not yet paid by us to you, are held in a statutory trust account. The trust protects money belonging to you.
We will retain any interest on this account. We only take our commission when we receive your premium.
If we have a risk transfer agreement with the insurer, this means that the premiums we collect from you will be deemed to have been paid to the insurer.
In accordance with the FCA Regulations we have to inform you that in managing and/or arranging your insurance requirements, we may transfer money that you have paid to us, in payment of an insurance premium, to another insurance intermediary.

Retention of Documentation
We will keep records of all our business transactions for as long as we are legally liable and in accordance with industry standards.

Governing Law
The relationship between us is governed by English law.

Money Laundering/Proceeds of Crime Act
UK money laundering regulations require us to obtain evidence of identity of clients for whom we act at the start of a business relationship. This might, for example be evidenced by sight of a current signed passport and two utility bills/bank statements. For companies (other than listed ones) evidence of identity will usually comprise of a copy of certificate of incorporation, a list of directors, a list of shareholders and the registered address.
We are obliged to report to the National Criminal Intelligence Service any evidence or suspicion of money laundering at the first opportunity and we are prohibited from disclosing any such report.

Customer Service
Address:

New Moon Insurance Services Limited The Pantiles Chamber,
85 High Street,
Royal Tunbridge Wells,
Kent,
TN1 1XP

New Moon Insurance Services Ltd is authorised by the FCA number 706599 and are authorised and regulated by The FCA.
New Moon’s statutory status can be checked on the FCA register by visiting the FCA’s website:  or by contacting the FCA on 0845 606 1234.
New Moon Insurance Services Limited is registered at 85 High Street, Royal Tunbridge Wells, Kent TN1 1XP under number 6610290.

Notice to customers
You are advised that any telephone calls made to our Administration and Claims Handling Units may be recorded. These recordings may be used to monitor the accuracy of information provided by the customers and our own staff. They may also be used to allow additional training to be provided to our staff or to prove that our procedures comply with legal requirements. Our staff are aware that conversations may be monitored and recorded.
Copies of this document are available in Braille , Audio Cassette and large print on request