Advertising
All of our advertising meets the criteria set out by the British Codes of Advertising and Sales Promotions.
Confirmation
You will receive an e-mail immediately after purchasing a policy. The content of the e-mail will state your policy number, the persons insured, policy commencement date, period of insurance and the territories covered as well as the total price you paid for the policy.
Contracts
Your travel insurance policy is a contract between you and our insurer. By purchasing an insurance policy you are agreeing to abide by the terms set out in the contract. The policy wordings for each of the policies we offer are available to any person visiting our web site and can be examined in their entirety at any time. Please note that a complete wording of your chosen policy will be sent to you once you have purchased insurance from us. These terms do not affect your statutory rights.
Travel Insurance cancellations
You may cancel this policy within 14 days of receipt of your policy documentation. You must tell us by writing to DirectCover Travel Insurance, Shoreham Airport, Shoreham-by-Sea, West Sussex, BN43 5FF. If the policy is paid in full and providing that you have not travelled and there has been no claim or incident likely to give rise to a claim we will refund any premium paid. If you have commenced your journey, a claim has been submitted or there has been any incident likely to give rise to a claim during the current period of insurance, no premium refund will be given. If you cancel after the first 14 days of receipt of your policy documentation no premium refund will be given. We may also cancel the policy by sending 14 days notice by recorded delivery to you at your last known address. No premium refund will be given.Home Insurance cancellations
You may cancel this policy within 14 days of receipt of the policy documents (new business) or the renewal date (the cancellation period) by writing to DirectCover Home Insurance, Personal Lines, PO Box 147, Civic Drive, Ipswich, IP1 2AN during the cancellation period. There is no refund of premium in the event of a total loss claim. However in all other cases we will retain an amount of premium in proportion to the time you have been on cover and refund the balance to you. In the event of a total loss if you are paying by instalments you will either have to continue with the instalment payments until the policy renewal date or we may at our discretion deduct the outstanding instalments due from any claim payment made.Cancellation outside the statutory period
You may cancel this policy at any time by providing prior written notice to the above address. Providing you have not incurred eligible claims during the period we have been on cover we will retain an amount of premium in proportion to the time you have been on cover and refund the balance to you. If you are paying by instalments, your instalment payments will cease and if you incur eligible claims you will either have to continue with the instalment payments until the policy renewal date or we may at our discretion deduct the outstanding instalments due from any claim payment made. We reserve the right to cancel the policy by providing 21 days prior written notice by registered post to your last known address. Any premium refund will be calculated in accordance with the above.
Non payment of premiums
We reserve the right to cancel this policy immediately on written notice in the event of non payment of the premium or default if you are paying by instalments.
Payments by Direct Debit
If the premiums are paid monthly these will be collected on the cover start date of the insurance shown in the schedule and on the same day of each following month. If one or more instalments have been paid non-payment of a subsequent instalment will cancel this policy with effect from the due date of the unpaid instalment.
Pet Insurance cancellations
You may cancel this policy within 14 days of receipt of the policy documents (for new policyholders) or the renewal date (the cancellation period) by writing to Direct Cover Pet Insurance, The Connect Centre, Kingston Crescent, Portsmouth, Hampshire, PO2 8QL. There will be no premium refund in the event of a claim for death by accident, theft or straying. In all other cases, we will retain an amount of premium in proportion to the time you have held your policy and refund the balance to you. In the event of a claim for death by accident, theft or straying, if you are paying by instalments, you will either have to continue with the instalment payments until the policy renewal date or we may at our discretion, deduct the outstanding instalments due from any claim payment made.Customer support and service
A contact telephone number for our offices can be found on nearly every page of this website. We can be contacted on this number from 9am to 8pm every day of the week except Christmas Day, Boxing Day and New Years Day. Alternatively you can write to us at the address supplied or e-mail us at info@direct-cover.co.uk
Delivery
Once you have placed your order we will send your policy documents to you in the next available first class mail.
Complaints regarding the sale of the policy
and dealings directly with DirectCover
It is our intention to provide you with a high level of customer service at all times. If there are occasions when we do not meet your standards please contact The Duty Manager verbally or the Technical and Operations Manager in writing. We will write to you within 5 working days advising who is dealing with your concerns. We hope to have concluded our investigations at this time, but if we need to take longer, we will either give you a full response within 20 working days or explain our position and provide you with a time scale for our full response. DirectCover trading as Direct Travel Insurance Services Limited is authorised and regulated by the Financial Services Authority (FSA) and should you fail to be satisfied with our final response you will have access to the Financial Ombudsman Service. They can be contacted at South Quay Plaza, 183 Marsh Wall, London, E14 9SR, telephone number 0845 080 1800 or e-mail enquiries@financial-ombudsman.org.uk
Travel Insurance Complaints
Should be made in writing to The Customer Care Manager, Direct Travel Insurance Claims Department, Shoreham Airport, Shoreham-by-Sea, West Sussex, BN43 5FF or email customercare@direct-travel.co.uk. If we have given you our final response and you are still dissatisfied you may refer your case to the Financial Ombudsman Service (FOS) at their address above. Referral to the FOS, will not affect your right to take legal action against us.Home Insurance Complaints
Should be made in writing to The Quality Manager, DirectCover Home Insurance, Customer Care, Suffolk House, Civic Drive, Ipswich, IP1 2AN. Alternatively, by telephone to The Customer Care Manager on 01473 205926.Pet Insurance Complaints
Should be made in writing to The Quality Manager, DirectCover Pet Insurance, The Connect Centre, Kingston Crescent Portsmouth, Hants, PO2 8QL. Alternatively, by telephone to The Customer Care Manager on 0845 605 1934.Method of Payment
We accept most major credit and debit cards. The cards we do accept are clearly displayed on the payment screen of this web site. You are also given the option of ringing our office to complete your order if you would prefer not to pay 'on-line'.
For our Home Insurance and Pet Insurance products only, we are able to accept Direct Debit payments. This service is subject to status.
Prices
By following our 'Get a quote' link from our home page you can find the full cost of all our insurance policies. The price you are quoted is the full cost of the insurance, including the Insurance Premium Tax. You will not incur any hidden costs, for example packaging or delivery.
Receipts, bills and settlement mistakes
