Connoisseur Smart Home Insurance

Terms of Business
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Connoisseur Policies Limited

Connoisseur Policies Limited is registered in the UK as a company (03174402) with its registered office at 4 Guildford Road, Westcott, Dorking, Surrey, RH4 3NR.Connoisseur Policies Limited is a wholly owned subsidiary of Anthony Wakefield and Company Limited(01756254) registered at the same addressAnthony Wakefield & Co Limited. 
South House, South Street, Dorking, Surrey. RH4 2JZ 

Tel: 01306 740555  Fax: 01306 740770
Connoisseur Policies Limited is an appointed representative of Anthony Wakefield and Company Limited; authorised and regulated by the Financial Conduct Authority through Anthony Wakefield & Company Limited (307545) and listed on the FCA register under 406715.

A Guide to the Process of Insuring, our Responsibilities and Information you give us

When you propose for Insurance and you find the premium and conditions acceptable, we shall normally be able to start the Insurance when you have completed a Proposal Form and paid the premium (or arranged to pay your insurer by direct debit). Your Insurance will be on the basis of the sums insured and information you provide. We will then send you confirmation of cover accordingly.

The document we send you will be an outline of the cover that the policy provides, but it does not contain all of the terms and exclusions of the policy.  If you so request, we will send you a copy of the standard policy wording in advance of cover, or, if it is already available on our websites, you may be able to access it therein.

If your Insurance includes the mandatory Employers' Liability cover for people or companies that employ (even on a casual basis), we will send you your Employers' Liability Certificate as soon as possible. Following a change in legislation, you do not now need to display the certificate and it may be held in electronic format, providing you make it available, upon request to employees and anyother authorised bodies. You must provide us with your Employer’s Reference Number as soon as possible for the Employers Liability Tracing Office database

Commercial Customers Only

If your Insurance is arranged wholly or mainly for purposes related to your trade, business or profession, you have a duty to make a ‘fair presentation,’ whether or not the insurer asks for specific information. This duty applies throughout the life of your policy and when you renew your Insurance. Failure to make a ‘fair presentation’ may influence the Insurer’s decision to accept the policy and/or what terms are applied. Failure to do this gives Insurers several remedies under the Acts and could mean reducing the amount paid, or, in some circumstances may invalidate your Insurance and could mean that your claim will not be paid. Under the Insurance Act 2015 and the Enterprise Act of 2016, you need to undertake a ‘reasonable search’, before answering questions and the presentation of your risk needs to be ‘clear and accessible’; so called ‘data dumping’ without clear signposting is not acceptable. The presentation does need to be made by a ‘responsible’ person. We cannot be responsible for your failure to give us information.

 Consumers Only

You must take reasonable care not to make a misrepresentation to the Insurer. This means that all the answers you give and statements you make as part of your Insurance application, including at renewal and when an amendment to your policy is required, should be honest and accurate. If you deliberately or carelessly misinform the Insurers, this could mean that part or all of a claim may not be paid. The Consumers Insurance Act 2012 applies to you.

You may feel that you need help with some aspects of your Proposal Form. In that case, you should call us and we shall do our best to give you good guidance. However, you will always know and understand your needs &/or business better than we do and we cannot be expected to provide expertise outside our field.

It is your responsibility to make sure that your Sums Insured are adequate. Generally speaking, the Sum Insured on Buildings must reflect the rebuilding cost and although there is some help from some Insurers in estimating this and also some assistance from the Association of British Insurers’ website [www.abi.bcis.co.uk] in the form of a calculator for private premises, you should really obtain a professional view from a qualified valuer. Your Contents and other personal effects, Stock, Business Contents and other Sums Insured should be an accurate reflection of the basis of settlement offered by the policy. Limits of liability for Public Liability and Products Liability cannot be ascertained, but we consider that for most small to medium sized businesses, a limit of £2,000,000 is a sensible minimum, as things stand at present. Having said that, because of the way Liability Insurance is underwritten, you will not be able to
increase your limit retrospectively in future years, if you are facing a claim relating to a current incident. Cover is available for higher limits than £2,000,000, but the choice must be yours. You will hold us harmless for all decisions you make in this regard.

Payment of premium is due immediately and must be paid before cover starts or renews. Normally you will make payment to us either by cheque, bank transfer, or credit/debit card [other than Diners’ Club]. Alternatively, some Insurers offer instalment schemes payable by Direct Debit. This makes your financial relationship with Insurers a direct one and we will not normally be able to assist you with questions relating to Direct Debit payments.

We do not act as principals for consumer credit. Some insurers offer their own instalment facilities and you can apply to them for payment by this method in lieu of paying us direct. If we send you an application form from the insurers for instalment facilities this does not mean that we endorse such means of payment or the ability of the insurers to collect your premium. If you fail to maintain payments to your insurers they are likely to cancel your policy and we will not necessarily be able to reinstate cover for you.

If you have not paid the renewal premium by the renewal date, your policy may no longer be in force and you may not be able to make any claims under it.

If you find out later that you already have Insurance in place (by mistake) for the risks that you are now proposing, at our discretion, we shall refund half of the applicable premium. There are three provisos. First, the other Insurance must be for a similar (but not identical) form and extent of cover, second, we shall only make this refund if the other Insurers agree to do the same and third, you may only claim for and during the existing period of Insurance.

Premium returns may not be made or may be reduced, if you have had a claim before cancelling.

Although we seek to place your Insurance with Insurers of proven ability to pay and good financial standing, we cannot be held responsible for the financial failure of or composition arrangement entered into by any Insurers or Intermediaries.

For your protection, we will hold premiums and claims monies received [if applicable] in accordance with Financial Conduct Authority rules in either a statutory or non statutory account. No interest thereon earned by us in respect of each transaction shall be returned to you unless such amount exceeds £20.

Insurers may levy an Underwriting Fee. This will be advised to you, prior to purchase of the insurance or its renewal.

We shall levy fees for policy issuing or policy changes. This is at a current rate of £30 per item. You should note that fees are not refundable.

if you feel that the policy you have bought or its renewal is inappropriate for your needs, you may have a “cooling off” period of 14 days from the start of the policy period. If this is the case and providing that there have not been any losses during the 14 day period and you return all certificates and other documentation to us, your premium paid may be returned less an amount that is in proportion to the extent of the service already provided to you, no later than 30 days from the date on which we receive your notice of cancellation. By exercising any right to cancel, you withdraw from the contract of Insurance from its start date. This right to cancel does not apply to policies where the activity or event being insured is of less than six months’ duration. Your notice should be sent in writing to Anthony Wakefield & Co. Ltd. to the address below.

In all other cases, we shall be entitled to retain or recover our annual brokerage and fees in full if you “double insure” or if cancellation of the policy is allowed by Insurers partway through the first period of Insurance. Please note that some policies are not cancellable by you as of right after the “cooling off” period.

All personal information about you shall be treated as private and confidential [even when you are no longer a customer], except where the disclosure is made at your request, with your consent, in relation to administering your insurance or where the law requires it. As part of the Financial Conduct Authority’s duties, we may be asked to provide them with access to our customer records in order that they may carry out a review of our activities. Some or all of the information you supply to us will be held on computers or file servers and may be passed to other insurance companies for underwriting and claims purposes.

The General Data Protection Regulations came into effect in May 2018. We do not use the information that is needed by Insurers to consider your Insurance request, or any subsequent information, to sell you further products and we shall not pass your details to other parties, except when obliged to do so by law, statute or for underwriting purposes.

If you wish to claim under your policy, it is normally best for you to contact us. We shall then contact your Insurers or, in some cases [such as Glass Breakage] your Insurers may have a “Help Line” and that may be a more appropriate route for you to
follow.

General Information

Complaints

Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly. At all times we are committed to providing you with the highest standard of service.

If you have any questions or concerns about your insurance or the handling of a claim you should, in the first instance, contact:

The Complaints Team, Tokio Marine Kiln
20 Fenchurch Street, London EC3M 3BY
Tel: 020 7886 9000
Fax: 020 7488 1848

For certain classes of business we act as Managing Agents to certain Syndicates at Lloyd’s. In these circumstances the following contact details at Lloyd’s apply

In the event that you remain dissatisfied and wish to make a complaint, you can do so at any time by referring the matter to the Complaints team at Lloyd’s. The contact details are:

Complaints
Lloyd’s, One Lime Street, London EC3M 7HA
Tel: 020 7327 5693; Fax: 020 7327 5225;

E-mail: complaints@Lloyds.com
Website: www.lloyds.com/complaints

Please note that some complaints require fuller enquiry than others. If this is the case, we shall contact you within 20 working days to give you an expected date of response. Alternatively or conjointly, you may refer your complaint to your Insurers, who will deal with it under their stated complaints procedure.

If you feel that our response does not resolve your issue, you may refer the matter to the Financial Ombudsman Service at:
Financial Ombudsman Service,
Exchange Tower, London. E14 9SR
Tel: 0800 023 4567
or for Interanal calls + 44 207 964 0500

However, the Ombudsman will only consider your complaint if,

  1. you have referred the matter to us and/or your Insurers,
  2. you are a private policyholder or a business (micro-enterprise) with a group annual turnover of less than €2,000,000, a charity with an annual income of less than €2,000,000 or a trustee of a trust with a net asset value of less than €2,000,000 - and you employ fewer than ten employees. Providing you meet these criteria and we have not managed to resolve your complaint within 40 working days of your having made it, you may refer direct to the Financial Ombudsman Service.

We are members of the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Further information about compensation scheme arrangements is available by visiting their website.

Instructions

Please note that we do not accept pure telephone instructions. We shall normally ask you to give us written authority for any changes to your Insurance before acting on verbal messages. This is as much for your protection as for any other party’s and we ask for your understanding in this regard.

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