The use of this website is subject to the following terms and conditions which you should read carefully.
Welcome to the Primo Insurance website Terms and Conditions for use.
Primo Insurance is a trading name of QMetric Group Limited who is regulated by the Financial Conduct Authority (FCA). FCA registered number: 529506. You can check this on the FSA's Register by visiting the FSA's website http://www.fsa.gov.uk/Pages/Register/or by contacting the FSA on 0845 606 1234.
The FSA is the independent watchdog that regulates financial services. Use this information to decide if our services are right for you. QMetric's permitted activities are for insurance services only.
The registered company address of QMetric Group Limited is:
32-38 Dukes Place
and its company registration number: 07151701.
This insurance has been arranged by Primo Insurance with Elite Insurance Company Limited. Registered in Gibraltar No.91111
Registered Office: 47/48 The Sails, Queensway Quay, Queensway, Gibraltar.
Elite Insurance Company Ltd are authorised by the Financial Services Commission and authorised and subject to limited regulation by the Financial Conduct Authority. Details about the extent of their authorisation and regulation by the Financial Conduct Authority are available on request.
Primo Insurance is sold exclusively through the Policy Expert website.
We reserve the right to amend these Terms and Conditions from time to time by amending this page. Any queries regarding Terms and Conditions can be sent to email@example.com.
Administration Processes and Our Charges
How to Cancel Your Policy
You may cancel any policy at any time during the policy term. In the event that you cancel a policy:
Within the first 14 days after purchase
On the condition that no claims have been made or are pending, you will be entitled to a pro-rata return of premium.
More than 14 days after purchase
If you wish to cancel your after 14 days, on the condition that no claims have been made or are pending,
you will be entitled to a pro- rata return of premium and you may be charged a cancellation fee by Policy Expert
If you wish to cancel your policy we would like you to tell us why; your feedback is essential to helping us provide the best products and services to our customers. Therefore, we require all cancellation requests, together with your comments, to be sent to Policy Expert in writing either by email to firstname.lastname@example.org or post to:
Silbury Court East,
402 - 420 Silbury Boulevard,
Primo Insurance reserves the right to cancel any policy immediately and for whatever reason. We will, however, always endeavour to inform you prior to cancelling any policy.
What will you have to pay us for our services?
You will receive a quotation which will tell you about any other fees relating to any particular insurance policy.
How to Renew Your Policy
Your policy, with your agreement, will be automatically renewed through Policy Expert to ensure your continuous cover and security. However, Policy Expert will keep you informed of your renewal date and the premium in advance so that you can contact the renewals team on 0800 496 2002 or by email at email@example.com if you have any questions or if you do not wish to renew the policy. We cannot accept any requests to discontinue a policy that we receive within 7 days of the renewal date.
What We Need From You
In order for us to provide insurance quotations and policies that adequately cover your insurance needs we require you to provide Policy Expert with complete and accurate information both when applying for a new policy and on renewal. You must also inform them of any change to your policy details during the life of your policy. You should be aware that incorrect information supplied by you or failure to disclose relevant information could invalidate your insurance or result in non-payment of claims. You warrant that all information supplied to Policy Expert is complete, accurate and not misleading in any way. We may, from time to time, need to inform you of changes or services offered by Primo Insurance and it is important that we have your up to date contact and correspondence details. If you change your telephone number, address or email address please contact Policy Expert by using the online form or call on 0800 496 2002.
If you have a complaint
Treating our customers fairly is central to our culture and we continually aim to provide you with a first class service. However, there may be times when you feel we have not done so. If this is the case, we would rather be told about it so that we can do our best to resolve the problem. If you feel that you have not been treated fairly or have a complaint about any aspect of the service that we provide then please contact Policy Expert by using the online form or call on 0800 496 2002. Alternatively please write to us at:
Silbury Court East,
402 - 420 Silbury Boulevard,
or email: firstname.lastname@example.org
We aim to resolve complaints within 24 hours. However, in certain circumstances it may not be possible to do so. If this is the case we promise to provide you with a written response to your complaint within 14 days of receiving it.
If there is a disagreement between us which we cannot resolve to your satisfaction you can refer your complaint to the Financial Ombudsman Service (FOS) who, once contacted, will liaise with us on your behalf. Their address is South Quay Plaza, 183 Marsh Wall, London E14 9SR (telephone 0845 080 1800).
We are covered by the Financial Services Compensation Scheme (FSCS). 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 from the FSCS at 7th Floor, Lloyds Chambers, Portsoken Street, London, E1 8BN.
It is our intention to give you the best possible service but if you do have any questions or concerns about this insurance or the handling of a claim you should follow the complaints procedure below;
If your complaint is about your policy, please contact the agent that sold you the policy ;
3rd Floor Silbury Court East,
402 - 420 Silbury Boulevard,
Tel: 0845 4 100 801
or email: email@example.com
If Your complaint is about the handling of Your claim, please write to:
Customer Services Manager,
PO Box 568,
In the event that You remain dissatisfied and wish to make a formal complaint, please contact:
The Customer Relations Officer
QMetric Group Limited
32-38 Dukes Place
Tel 0845 4 100 801
If it is not possible to reach an agreement, You have the right to make an appeal to the Financial Ombudsman Service. You may contact the Financial Ombudsman Service at:
The Financial Ombudsman Service
South Quay Plaza,
183 Marsh Wall,
London E14 9SR.
Telephone 0845 080 1800
Fax (020) 7964 1001
Please note that You have 6 months from the date of Our final response in which to refer to Your complaint to the FOS. Your statutory rights are not affected if You choose to follow the complaints procedure above.
Important Note: the FOS can only consider Your complaint if You have already given Us the opportunity to resolve it.
The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.
FINANCIAL SERVICES COMPENSATION SCHEME
Elite Insurance Company Limited is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme, if they cannot meet their obligations. This depends on the type of business and the circumstances of the claim. Most insurance contracts are covered for 90% of the claim. You can get more information about compensation scheme arrangements from the FSCS or visit their Website, at www.fscs.org.uk
Once you have registered with Policy Expert please take care to maintain the confidentiality of your login details and password to prevent any unauthorised access to your Primo Insurance policy. By agreeing to these Terms and Conditions you are responsible for all activities that occur in connection with your Primo Insurance policy. Therefore, it is important that you contact Policy Expert immediately on 0800 496 2002 if you suspect that there has been a breach of your account's security.
Due to the nature of the internet, any messages that you send to us by way of email cannot be guaranteed to be secure. Therefore, we would ask you not to use your email to send us confidential information such as your credit or debit card information.
Exclusion of Liability
Commentary and other materials posted on our site are not intended to amount to advice on which reliance should be placed. We therefore disclaim all liability and responsibility arising from any reliance placed on such materials by any visitor to our site, or by anyone who may be informed of any of its contents.
While we have taken all reasonable steps to ensure the accuracy and completeness of the information on this website, we give no warranty and make no representation regarding the accuracy or completeness of the content of this website. As such, we accept no liability for any losses or damages (whether direct, indirect, special, consequential or otherwise) arising out of errors or omissions contained in this website. Further, no warranty is given that the website will be available on an uninterrupted basis, and no liability can be accepted in respect of losses or damages arising out of such unavailability. Also, we accept no liability in respect of losses or damages arising out of changes made to the content of this website by unauthorised third parties.
Access to and use of this website is at the your own risk and we do not warrant that the use of this website or any material downloaded from it will not cause damage to any property, including but not limited to, loss of data or computer virus infection.
Nothing in these terms and conditions shall exclude or limit or restrict our duties and liabilities to you under the Financial Services and Markets Act 2000, or any conduct of business rules which we are bound to comply with. Further, nothing in these terms and conditions shall attempt to exclude liability for death or personal injury, or for fraudulent misrepresentation.
This website contains links to other websites which are hosted and maintained by third parties. We have no control over the content or security of any such site. You link to such websites at your own risk and we make no representations regarding the content of any such website. We cannot be liable for any loss or damage which may arise from the use of such third party websites.
Jurisdiction and Governing Law
The Terms and Conditions of use of this website shall be governed by and construed in accordance with the laws of England and any dispute regarding this website shall be subject to the exclusive jurisdiction of the English courts.
Terms & Conditions last updated: 14th October 2013.
Our Service to You
Our business is to offer the most appropriate quote based on the information provided. If you are unsure then we suggest that you seek advice from an independent insurance adviser who will be able to help you make the right decision.
Website Content and Use
The information, services and products on this website are intended for use by residents of the UK only and are not aimed at or intended for use by residents of any other jurisdiction.
This website is designed to be accessed through its main product home pages and other pages as we decide. If you access the site through individual pages directly, which are not designed for this purpose, you may not see important information which is relevant to a full understanding of the products and services being offered.
Before purchasing any of the products and services, you'll be referred to certain site pages containing details of the relevant product or service together with important legal or regulatory information, such as the Terms and Conditions of purchase. These should be read together with the site pages.
We aim to update our site regularly, and may change the content at any time. If the need arises, we may suspend access to our site, or close it indefinitely. Any of the material on our site may be out of date at any given time, and we are under no obligation to update such material.
We reserve the right, at any time and without notice, to modify or withdraw, temporarily or permanently, the contents of the Website including these Terms and Conditions.
All copyright, trademarks and other intellectual property rights in all material or content supplied as part of the website belongs to us or others whom we have licensed to use it. You are allowed to use this material only if we allow you to do so.
You agree that the material and content set out in this website is made available for you to use personally. You can't use it for business purposes and you may download such material and content onto only one computer hard drive. Any other use of the material and content of the website is not allowed. You agree not to (and agree not to help anyone else to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of our material and content.
This website contains trademarks belonging to QMetric Group Limited. No rights are granted in respect of any of the trademarks.
Your personal information will held securely, according to the provisions of the Data Protection Act 1998.
From time to time Elite Insurance Company Limited may use providers and organisations outside the European Economic Area (EEA) to assist in the administration of insurance policies.
Although some non-EEA countries do not provide the same level of data protection as the UK, Elite Insurance Company Limited will always make every reasonable effort to ensure sufficient safeguards are in place to protect
Your personal information. By submitting your personal information, you consent to such transfers.
Your explicit consent to the processing of your personal information will be requested at the time
you purchase insurance, or when you make a claim.
In order to protect the interests of our policyholders and to prevent and detect fraud we may check
you details against our own databases and share it with fraud prevention agencies.