Keith Miller Insurance Services Ltd
Terms of Business
This document sets out the terms upon which we agree to act for our clients and contains details of our regulatory and statutory responsibilities. It also sets out some of your responsibilities. Please read it carefully. Please contact us immediately if there is anything in these terms of business which you do not understand or with which you disagree. About our Company Keith Miller Insurance Services Ltd is an Independent Insurance Intermediary, authorised and regulated by the Financial Conduct Authority to transact general insurance business.  Our Registration number is 301419.  You can check this information on the FCA’s Register by visiting the FCA’s website at or by contacting the FCA on 0800 111 6768. Our Products and Services Except as stated below we usually select products from a range of insurers. For the following lines of business we select insurance products from a single insurer only:  Motor Legal Expenses. Our service includes: Advice on risk exposure and insurance needs Arranging cover to meet requirements Help with ongoing changes Assistance on claims made under insurance policies we have arranged. For certain types of insurance we are also authorised to issue policy documentation and/or certificates on behalf on the insurers. 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 addressed. Methods of Communication We will normally communicate with you by post, telephone and, where available, fax or e-mail, in addition to any meetings we may have with you.  Please let us know if you would prefer not to receive communications by any particular medium. Insurer Security Whilst we monitor the financial strengths of the insurers with whom we place business it should be noted that the claims-paying ability of even the strongest insurers could be affected by adverse business conditions.  We cannot, therefore, guarantee the solvency of any insurer or underwriter.  A liability for the premium, whether in full or pro rata, may arise under policies where a participating insurer becomes insolvent. Your Duty to Provide Information It is your duty to take reasonable care to answer all questions honestly and to the best of your knowledge.  If you do not, your insurance policy may be cancelled or treated as if it never existed or your claim may be rejected or not paid in full.   It is important that all statements you make on proposal forms claim forms and other documents are full and accurate. If a form is completed on your behalf, you should check that the answers shown to any of the questions are true and accurate before signing the document. Failure to provide requested information to your insurers could invalidate your insurance cover and mean that part or all of a claim may not be paid. Disclosure of Material Facts (Commercial Customers) It is your responsibility to provide complete and accurate information to insurers when you take out your insurance policy, throughout the life of your policy and when you renew your insurance. Failure to disclose any material information to your insurers could invalidate your insurance cover and mean that part or all of a claim may not be paid.  If you are in any doubt as to whether information is material, you should disclose it. Disclosure of Earnings Commercial Clients are entitled at any time, to request information regarding earnings that we, or any other intermediary we have used, receive as a result of placing your business. In addition to commission from insurers, we may also receive payments based on volumes of business or profitability of the account placed with them. These payments can vary from year to year. Such remuneration is only earned on the basis that it does not detract from our obligation to act in our client’s best interest at all times Charges Unless we tell you otherwise when you take out or renew a policy with us we make no charges in addition to the insurer’s premium. In the event of a policy being changed or cancelled mid term, and not replaced by another policy, we reserve the right to retain the commission earned on the original transaction. Methods of Payment We normally accept payments by cheque, Credit Card or by bank transfer.  It is often possible to spread payments through insurer’s instalment schemes or a credit facility we have arranged with specialist premium finance provider. We will give full information about premium payment options when we provide quotations and at renewal.  In the absence of your instructions to the contrary before expiry date we will automatically renew your policy if payment is usually made directly to the insurer by direct debit. Settlement Terms You are responsible for the prompt settlement of insurance premiums so that we can make the necessary payment to your insurers. We have no obligation to fund any premiums on your behalf and cannot be held responsible for any loss which you may suffer as a result of a policy being cancelled or otherwise prejudiced due to the late payment of a premium where the delay is attributable to you.  Handling Client and Insurers Money We hold all client money collected for onward transmission to insurers and return premiums (and claims payments) due to clients from insurers in a Client Bank Account under a Statutory Trust in accordance with FCA rules.  For the purpose of some transactions, client money may pass through other authorised intermediaries before the insurer receives it.  Where we collect or hold money as agent of the insurer we may also hold that money in the same Client Bank Account.  Client money will be deposited with one or more approved banks, a list of which is available on request.  Please notify us immediately if you do not wish to use any banks or banks on this list.  Interest will not be paid to customers in respect of money held in client bank accounts.  Confidentiality All information provided by our clients is treated as confidential and only disclosed in the normal course of negotiating, arranging and administering your insurance.  This may include disclosing information to agents and service providers such as loss adjusters and approved contractors With few exceptions, for example information requested by a court, a regulatory body, or information which is already in the public domain, we will not release information to any other party without your consent.  We are registered under the Data Protection Act 1998 and undertake to comply with the Act in all our dealings with personal data.  To make sure you get our best deal and to ascertain the most appropriate payment options for you and to protect you from fraud, we use public and personal data from a variety of sources, including a credit reference agency and other organisations. Our search will appear on your credit report whether or not your application proceeds. By agreeing to the terms and conditions you agree to these uses of your information. Claims and Underwriting Exchange Register and Motor Insurance Anti-Fraud Register Insurers pass information to the Claims and Underwriting exchange register operated by Database Services Limited and the Motor Insurance Anti-Fraud Register compiled by the Association of British Insurers.  The objective is to check information provided and to prevent fraudulent claims.  Motor insurance details are also added to the Motor Insurance Database operated by the Motor Insurers’ Information Centre (MIIC), which has been formed to help identify uninsured drivers and may be accessed by the police to help confirm who is insured to drive.  In the event of an accident, this database may be used by insurers, MIIC and your motor insurer to identify relevant policy information.  Other insurance related databases may also be added in the future. Quotations Unless stated otherwise in our documentation all quotations provided for new insurances are: valid only for a period of 30 days from the date of issue and subject to satisfactory completion of the insurer’s Proposal Form or a signed and dated Statement of Facts. You should be aware that quotations may change or be withdrawn if the information given to us or your insurers in proposal forms or declarations differs from that provided at the time the quotation was issued. Changes to your cover We will normally deal with requests to increase or amend cover on the day your instructions are received, or the next working day if a weekend or public holiday. Sometimes changes cannot be processed without obtaining additional information. If additional information is required we will contact you as quickly as possible. We will confirm changes to your policy, once agreed, in writing. We will also advise you of any extra premiums you must pay or premiums we must return to you. Receipt of instructions We do not consider instructions to arrange or change cover sent to us by post, electronic mail or facsimile, or left on answering equipment, to have been received until they reach the relevant personnel in our offices. We do not accept responsibility for instructions, which do not reach us due to failures in the postal, electronic or telecommunications systems. Documentation Our aim is to produce documentation and issue correspondence in a clear and understandable format. In the event of any uncertainty we would ask you to let us know immediately. Our staff are always happy to clarify the cover provided. You should check all policy documentation to ensure that the details are correct and the cover provided meets with your requirements. Any errors should be notified to us immediately. All policies contain conditions and exclusions and some contain warranties and excesses. It is your responsibility to examine the document to familiarise yourself with this. A breach of a policy condition may result in non payment of a claim and breach of a warranty may invalidate the cover if it is not complied with precisely. We recommend that you keep policy documents for as long as a claim is possible under the policy. If your policy includes Employers Liability Insurance it is a legal requirement that you keep a copy of each Employers Liability Certificate issued for at least 40 years. Transferred Business If we take over the servicing of insurance policies which were originally arranged through another insurance broker or intermediary or directly with an insurer we do not accept liability for any claim arising out of the advice given by that broker, intermediary or insurer, nor for any errors, omissions or gaps in your current insurance protection.  We would ask you to contact us without delay should any aspect of a policy, which has been transferred to us cause you concern or if you need an immediate review. Otherwise we will endeavour to review all transferred policies as they fall due for renewal. Making a Claim Many insurers provide a 24-hour help line in respect of claims and you should consult your policy documentation for contact details. Please ensure that you report all incidents that could give rise to a claim as soon as you become aware of them, either by contacting your insurer on their help line or by telephoning our office. You will be advised if you need to complete a claim form or produce documentation to support your claim. In certain circumstances late notification may result in your claim being rejected. If the claim involves damage to your property, please do not: Dispose of damaged items and/or Authorise repair work (except in an emergency or to prevent further damage)  until your insurers or we advise that you can. If your claim involves damage to third party property or injury to persons please pass copies of all correspondence, including solicitors’ letters, to us immediately and unanswered. Any attempt to negotiate or respond to the incident without prior reference to your insurers or us might prejudice your cover. You should be aware that a claim arising after renewal of the policy has been invited might affect the assessment and acceptance of renewal by your insurers. Conflicts of Interest As independent insurance intermediaries we act as the agent of our client.  We are subject to the law of agency, which imposes certain duties on us. We also have proper regard for the interests of others, including the insurers for whom we also act. Where we become aware of any actual or potential conflict of interest we will inform you of the situation, the options available to you and obtain your consent before we carry out your instructions. Complaints Procedure We recognise the importance of service and set ourselves high standards. Should there be an occasion when we do not meet your expectations we are equally committed to dealing with any complaint in a thorough and professional manner. If you wish to register a complaint please contact us: In writing, addressed to Keith Miller, Keith Miller Insurance Services Ltd., Little Headdon Farm, West Meon, GU32 1JY By telephone to 01730 829555 If you cannot settle your complaint with us you may be entitled to refer it to the Financial Ombudsman Service. Compensation We are covered by the Financial Services Compensation Scheme (FSCS).  You may be entitled to compensation from the FSCS if we cannot meet our obligations.  This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim without any upper limit. Further details about compensation scheme arrangements are available from the FSCS.T Termination of Authority You may terminate our authority to act on your behalf with 14 days’ notice or as otherwise agreed without penalty.  Notice of this termination must be given in writing and will take effect from the date of receipt.  Termination is without prejudice to any transactions already initiated, which will be completed according to these Terms of Business unless otherwise agreed in writing. You will be liable to pay for any transactions or adjustments effective prior to termination and we will be entitled to retain any and all fees or brokerage payable in relation to policies placed by us prior to the date of termination. Cancellation Right If you take out a personal insurance policy through us you may have a right to cancel the cover up to 14 days from the later of: The policy start date or the date you receive full policy documentation from us or your insurers The renewal date or the date you receive full renewal documentation from us or your insurers You will be informed if you have such a Cancellation Right in separate documentation. Should you decide to exercise the Cancellation Right you will be entitled to a refund of premium less an appropriate pro rata charge for the period of cover given before the cancellation right was invoked. If the premium has not been paid, a charge may be made for the period of cover given prior to the exercise of the Cancellation Right. Should any claim occur prior to the exercise of the Cancellation Right where the claim terminates the insurance cover, your insurers may not allow a refund of any of the premium paid. If this Cancellation Right is not exercised within the 14-day period as stated above, and you decide to cancel the policy at a later date, the amount of any premium refund will depend upon the cancellation terms of your insurance policy.  To exercise the Cancellation Right you should contact us at our normal address or your insurers at the address shown on your policy. Cancellation of Policies If you wish to cancel your policy in circumstances other than described in the section headed Cancellation Right, you may be entitled to a refund of part of your premium as long as no claims have occurred during the time that you have been on cover, The refund due may not necessarily be proportionate to the remaining period of cover. Additionally you should note the following: Insurers do not normally allow refunds in cases where a minimum or deposit premium has been charged Cancellation may not be possible until you return your certificate of insurance to us or your insurers Cancellation of a direct debit does not necessarily cancel the policy and any balance of premium owing may be requested by the insurers. When your policy ends or is cancelled, we will send you any documentation and information to which you are entitled on request. Law and Jurisdiction These Terms of Business shall be governed by and construed in accordance with English Law.  In relation to any legal action or proceedings arising out of or in connection with these Terms of Business we both irrevocably submit to the non-exclusive jurisdiction of the English courts. Prevention of Bribery It is our intention to meet the requirements of the Bribery Act 2010.  If, at any time, you feel that we have not acted in a way that meets the requirements of the Bribery Act 2010 you should contact us immediately.   KEITH MILLER Insurance Services Ltd West Down Farm Peststead Lane Soberton Southampton Hampshire SO32 3RJ Tel:  01489 877698 Email: Revised 12th November 2015
Authorised and regulated by the Financial Conduct Authority. Our reference is 301419 which may be checked by visiting