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About us

Who we are

fayre. is a trading name of Insenture Underwriting Services Limited that is authorised and regulated by the Financial Conduct Authority (No 923592)

What we do
 

We are a non-advisory intermediary that act on your behalf to arrange your insurance. We will not provide advice or recommendations but instead will offer the most competitively priced product available from our range of insurers that is most suited to your demands and needs. If you decide to purchase a policy through us, you do so at your own choice and confirm that the product is suitable for your needs. 

 

We will endeavour to issue your policy documentation on the day you arrange cover with us, but at times where this is not possible your documents will be issued the next working day.

We will notify you how to renew in good time prior to the expiry of your policy. 

Your Responsibilities

1 - Duty of Care - Please take reasonable care to answer all questions honestly and to the best of your knowledge, as any product will be based on the information you have provided. Incorrect risk details provided either accidentally or deliberately may lead to an increase in your premium, invalidate your insurance cover, result in your insurer reserving the right to cancel your policy, or treat the policy as if it never existed. Incorrect information could also lead to claims being rejected or not fully paid. You must therefore provide complete and accurate information to us at all times including when arranging your insurance and throughout the lifetime of any policy. Any change in your circumstance or the risk itself, such as changing occupation or receiving endorsements on your licence must be notified to us immediately. If you are unsure about disclosing any information, please ask us for guidance. You are reminded that it is an offence under the Road Traffic Act to make false statements or withhold any relevant information to obtain a certificate of motor insurance. Under the Rehabilitation of Offenders Act you are not required to disclose convictions regarded as ‘spent’.

2 - Check Your Documents - It is vital that you take the time to immediately check all documentation that we send to you including application forms, schedules, certificates, cover notes and policy wordings to ensure all the information stated is present and correct. If you feel that any documentation is incorrect, you should contact us immediately.

3 - Notify Accidents / Claims - All accidents regardless if you intend to make a claim should be notified to us immediately on: 

0330 124 6543

4 - Supporting Documentation - To maintain our competitive premiums, validate your information and to combat fraudulent activity, your insurer may require you to provide certain documentation. These requirements will be outlined to you at the point of sale and in your Welcome Pack. Any supporting documentation that does not correspond to the information you have provided will be corrected and where applicable an additional premium may be charged by your insurer. We will also apply the charges set out below. You can provide the supporting documentation to documents@fayre-taxi.com or via our document portal here


Failure to provide the supporting documentation within 23 days of accepting the policy may lead to your policy being cancelled and charges imposed in line with our Cancellation section of this document. 


5 - Anti-Fraud Registers and Other Searches - To ensure you are offered our most competitive premiums now, at renewal and at any other time and to protect all customers from fraud, many insurance providers operate a credit scoring system and will use the information you provide to carry out checks with credit reference agencies, fraud prevention agencies, and other public and privately available sources of information. These checks can include electoral roll and credit information.

The information is used to verify your identity and is registered as a general insurance search. The searches may appear on your credit report whether or not your application for insurance proceeds, but will not harm your credit rating or adversely affect your credit profile. Whilst we do not carry out credit checks on our website, we or our partners may do so at any stage of the quote or purchase process, regardless if you obtain a quote via the internet or over the phone.

Telematics

Some of our policies require you to fit a telematics box within 7 days of purchasing cover with us. Failure to do so may result in the policy being cancelled and/or any claim being declined. It is a condition of this insurance that the insured vehicle is fitted with a Theo telematics device which is supported  by our app.

 

Once the Theo telematics device has been fitted to the insured vehicle you are required to the best of your ability to ensure that it is in working operation at all times the insured vehicle is in use. If you suspect that the Theo telematics device is faulty you must contact us on 0330 124 5773. If you continue to drive the insured vehicle in the knowledge that the device is not functioning properly your policy may be cancelled in accordance with General Condition 7 of the policy and it may affect the indemnity provided in the event of a claim.

 

The requirement for a fully operational Theo telematics device is waived for the first 7 days after purchasing this insurance. A device will be posted to your address. Follow the instructions on the app to install it in the insured vehicle. You are required to have the Theo telematics device fitted to the insured vehicle and in working operation within this period otherwise the policy will be cancelled in accordance with General  Condition  7  of  the  policy.

 

The Theo telematics device is the property of the Telematics Service Provider and it will be provided to you free of charge whilst you have a valid taxi policy with us. You are responsible for fitting the device to the insured vehicle and transferring it to any change of vehicle during the term of the insurance. You are required to return the device to the Telematics Service Provider should the insurance be cancelled or expire. Any return premium following cancellation will be processed upon receipt  of the device in working order.

 

It is a requirement of our telematics policies that:

 

- all incidents, irrespective of any intention to make a claim under this policy, are reported immediately or at the very latest within 24 hours of the incident discovery which must be done via the claims team.

- you will ensure that the incident data from the device is made available immediately.

 

If you fail to comply with any of these requirements it could affect the handling of any claim.

 

If You or any person acting on your behalf, tampers with, dismantles, or attempts to remove any part(s) of the Theo telematics device, or if you fail to fit the device correctly according to the instructions, a £25 fee will apply for a replacement cradle.

Tampering

 

The Theo telematics device is the property of the telematics service provider. You or any person acting on your behalf, must not tamper with, dismantle, or attempt to remove any part(s) or tamper with the GPS/GSM signal that is emitted from the Theo telematics  device.

 

Monitoring the Use of the Insured Vehicle

 

Our telematics device collects information about the way you drive (including the speed of the insured vehicle). This information will be collected and used  by us:

 

- to monitor your driving behaviour, in particular, compliance with speed limits

 

-  to monitor the locations and times during which the insured vehicle is used, the way in which it is driven and where and when it is driven

 

- to provide further clarification as to the circumstance of a claim if you make a claim under the insurance policy

 

- to calculate future premiums based on the information collected.

 

The policy is intended for safe drivers and your premium at renewal will be affected by the way that the insured vehicle is driven and your mileage, as well as where and when you drive. Poor driving behaviour, and in particular extreme speeding or consistent speeding, may result in the withdrawal  of  cover. You will be able to view feedback on your driving behaviour and mileage driven. You will be sent alerts to draw your attention to any extreme driving  behaviour  such  as  speeding. This policy wording must be shown to any named driver on your insurance policy so they are aware that their driving will be monitored.

 

The device is supplied by us free of charge but must be returned to us at the end of the policy. If it not returned a £75 charge will apply.

Making a change to your policy

During the year it's likely you'll buy a new vehicle, change where you live or even get a new job.

 

It's really important that any change to your circumstances or the risk itself must be notified to us immediately. If you're unsure about disclosing any information just ask one of our team!

 

Call our team on 0330 124 5773 and we'll let you know exactly how the change will affect your policy and insurance premium. We charge a £30.00 administration fee in addition to any insurer charges for all changes.

 

Our team is on hand from 9am - 7pm on weekdays and 9am - 2pm on Saturdays and Bank Holidays.

How we are remunerated

We may receive a commission from the insurer in return for arranging your policy. We also apply the following charges for our service and where a charge is variable, we will confirm an exact figure to you before any transaction. All our and insurer fees / charges are non-refundable.

Setup Fee: A fee of up to 15% of the insurer quoted premium may be charged.

Making a change to your policy: For all changes to your policy we charge a fee of £30.00 plus any insurer charges.

Where you have chosen to pay for your premium through a third party finance provider, we may be paid commission for the arrangement of your credit agreement. We may also receive income from claims management companies and / or remuneration for profitability of the insurer. 

 

Cancelling your policy

​​

We really recommend you get in contact with us before deciding to cancel your insurance policy to discuss your options.

You have the right to cancel your insurance policy at any time, but charges will vary depending on when you cancel. When your policy is cancelled, any additional products are cancelled at the same time. Our service charges and those of the insurer are not refundable. Any refunds due can take up to 30 days to be processed. 

There are occasions where we will enforce cancellation of your policy. This is only performed when there is a good reason or if your insurers have instructed us to do so. Before cancelling your policy, we will notify you by email to the last known email address you have provided. The cancellation will be treated as a standard cancellation and you will incur the same charges as set out below.

Cancelling before cover starts

If you have instructed us to start a policy, but choose to cancel before cover has commenced we will charge £60.00 plus any insurer setup fees or cancellation charges*

* All insurer fees / charges can be found here

Cancelling before the cooling off period

If your cover has started and you decide to cancel your policy within 14 days of receiving your documentation, and provided you have not made a claim or had a claim made against you, we will charge:

- A pro rata charge for the time your policy was on cover plus any insurer setup fees or cancellation charges*
- Our policy arrangement fee
- Our cancellation charge of £60.00
- The full cost for any optional additional products if the benefit has been used.

- A charge of £75 if a telematics device is issued by us and not returned

* All insurer fees / charges can be found here

Cancelling after the cooling off period

If your cover has started and you decide to cancel your policy outside of the 14 day cooling off period, and provided you have not made a claim or had a claim made against you, we will charge:

- A charge based on the time your policy was on cover plus any insurer new business, renewal or cancellation charges**
- Our policy arrangement fee
- Our cancellation charge of £60.00
- The full cost for any optional additional products purchased.

- A charge of £75 if a telematics device is issued by us and not returned

* All insurer fees / charges can be found here

 

** Please see your policy wording for full cancellation terms of each of our insurers. 

If you are paying your premium by instalments, where the total cost for your cover exceeds the amount that you have paid the third party finance provider, you will be required to pay the difference within 7 days. Failure to do so may result in us taking steps to recover any debt through a debt recovery agency that may apply further charges to the balance.

If you cancel your policy and you have made a claim, or a claim has been made against you, the full premium and any fees are due. Any remaining instalments will need to be settled.

Payment Options

 

Credit/Debit Card Payment


Please note that any refunds can only be made back to the card used for the original transaction, or where this is not possible a cheque or BACS transfer will be issued.

 

Monthly Instalments
 

If you choose to pay your premium by monthly instalments, we will arrange this for you through a finance provider unless your application for credit is declined. This method of payment works like a loan, where the finance provider will pay your insurance premium to us in full and you will pay back the finance company by monthly instalments including any interest applicable to the loan.  We are a credit broker and not a lender.

 

Please note that paying your premium by monthly instalments does not provide a month’s cover at a time, you will have entered into an annual contract of insurance and have chosen a more manageable method of paying your annual premium. You are responsible for paying the monthly instalments when they fall due, please therefore take note of the payment schedule provided to you. A missed payment charge will be incurred for failing to pay a monthly instalment, and if overdue payments are not received within 7 days of defaulting, we will commence the cancellation process.

For your protection, if you cancel your direct debit it will not automatically cancel your insurance policy, and could lead to unnecessary charges being applied to your policy. You should always contact us in accordance with the ‘Cancellation’ section of this document.

 

The finance providers will have their own terms and conditions, which you should read carefully upon receipt, and additional charges will be applied for the administration of a dishonoured payment. You will receive the credit agreement from the finance provider that you will need to sign and return. Failing to do so may result in your finance agreement to be cancelled which could affect your insurance policy.

 

We reserve the right to withhold documentation until due payments have been made. We will provide any documentation that we are required to do so by law.

Making a complaint

We are dedicated to delivering a first class level of service to all policyholders. However, we accept that things can occasionally go wrong and would encourage you to tell us about any concerns you have so that we can take steps to make sure the service you receive meets your expectations in the future. Our customer service team are here to help on 0330 124 5773 or complaints@insentureunderwriting.com who will do all they can to swiftly resolve the issue. You can request a copy of our complaints procedure free of charge at any time.

 

You can also write to us at:


Insenture Underwriting Services Limited

1st Floor
94 - 102 High Street

Hampton Hill

TW12 1NY

We will make every effort to resolve your complaint by the end of the third working day after receipt. If we cannot resolve your complaint within this timeframe we will acknowledge your complaint within five working days of receipt and do our best to resolve the problem within four weeks by sending you a final response letter. If we are unable to do so, we will write to advise you of progress and will endeavour to resolve your complaint in full within the following four weeks.


When contacting us please provide:


- A policy number and/or claim number
- An outline of your complaint
- A contact telephone number


If we are still unable to provide you with a final response at this stage, we will write to you explaining why and advise when you can expect a final response. At this point you may refer your complaint to The Financial Ombudsman Service at the following address:

 

Exchange Tower
Harbour Exchange Square 
London
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk

You may go directly to the Financial Ombudsman Service when you first make your complaint, but the Ombudsman will only review your complaint at this stage with our consent. However, we are still required to follow the procedure stated above. If you have received a final response but are dissatisfied, you have the right of referral to the Financial Ombudsman Service within six months of the date of your final response letter. You may only refer to the Ombudsman beyond this time limit if we have provided our consent.

Whilst we are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure above does not affect your right to take legal action.

Customer feedback

If you have any suggestions or comments about our cover or the service we have provided please email info@insentureunderwriting.com

 

We always welcome feedback to enable us to improve our products and services!

Telephone Recording

For our joint protection telephone calls may be recorded and monitored by us.

 

If you are still dissatisfied with the way your complaint has been handled, you can use the Online Dispute Resolution Platform (ODR) to submit your complaint for an independent assessment at: https://ec.europa.eu/info/index_en/

Protecting Your Money


We hold your premium payment in a Client Money Bank Account until it is passed to your insurer. We cannot use your money for any other purpose other than to pay the insurer that your insurance is arranged with. We may earn interest from money held in this account, which we will retain. Unless you tell us otherwise, you are consenting to us holding your money in this way.
 

Governing Law


The laws of England and Wales govern this agreement and any dispute is subject to the exclusive jurisdiction of the English courts.

 

How We Use Your Information


We believe in keeping your information safe and secure. We are governed by the Data Protection legislation applicable in the United Kingdom and full details of what data we collect can be requested from our Data Protection Officer (contact details below).

What we do with your information


- How we may check the information you have provided to us against other sources such as databases.
- Who we share your information with, and
- How we may use your information.


How we may collect your information

We may collect details about you from:


- Information you give to brokers
- Information you give us in online forms and other forms
- Other sources such as Google Earth and social media
- Third parties and other sources
- Telematics systems


What information we may collect about you

We collect details including details about your health, personal circumstances, claims history, credit history, motoring history and other relevant details. We may collect information on you from databases such as the electoral roll and county court judgment records.

 

How we may share your information

 

In order to provide our services to you, we may share your information with insurance companies, solicitors, regulators, business partners and suppliers. We may also have a legal obligation to provide your information, in certain circumstances, with regulators, police and other public bodies. Information you supply may be used for the purposes of insurance administration by us and third parties. These third parties may share your information with their own agents.

How we may use your information


We may use your information for a number of purposes including:


- Providing our services to you 
- Dealing with your claim
- Carrying out checks such as fraud checks and credit checks
- Providing you with information about our products and services

Insurer Solvency

We endeavour to place your business with insurers who have adequate means to meet their obligations but cannot guarantee the solvency of any insurer and we shall not be liable for losses suffered by you in the event of the insolvency of an insurer. 


Statutory Rights


Agreement to our Terms of Business does not affect your normal statutory rights.

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