Important information
- home/
- home insurance/
- important information
- Disclosing the Full Facts
- Terms and Conditions
- Law Applicable
- Keeping Us Informed
- When Cover Begins & When it Ends
- Renewals
- How do I cancel my home insurance policy?
- How much will it cost to cancel my home insurance policy?
- Our Charges
- If You Have a Complaint
- Policy Wording
- Data Protection
Disclosing the Full Facts
If you don't disclose all material facts, for example, facts that may affect your premium or whether we would offer you cover, your home insurance could be invalid and may not cover you in the event of a claim.
It is an offence to make false statements or withhold information to obtain home insurance.
Terms and Conditions
All policies are subject to qualifying criteria, terms and conditions, details of which will be shown before you buy. We can only offer policies to residents of the British Isles including Northern Ireland, the Channel Islands and the Isle of Man.
Law Applicable
Policy documents show the law that applies to each contract of insurance. This depends on the type of insurance you buy, and which insurer underwrites it. Generally, it will be English law. If you would like confirmation of this, please ask us before buying.
Keeping Us Informed
Once you buy your insurance, you have a duty to keep us informed of any changes to your circumstances. Note especially that you must call us before you move address. If you don't keep us informed of any changes, your insurance could be invalid and not cover you in the event of a claim.
When Cover Begins & When it Ends
Insurance cover will only begin when we receive your payment and we issue confirmation that cover has begun. The policies we sell are annual policies, which end one year after the start date of cover (unless cancelled before then). We will tell you how long the policy lasts before you buy, and your policy documents will show this information too.
Renewals
For your convenience and protection, if you are paying for your insurance by instalment plan or are using your own debit/credit card, we will normally automatically renew all your home insurance policies, unless you have asked us not to. We won’t automatically renew your policies if your payment does not authorise, and we may, at our discretion, choose not to automatically renew if you have an unpaid balance or have had difficulty in making your payments previously.
This includes all other policies which are also paid by direct debit. We will write to you before the renewal dates to remind you that this is going to happen and what the new payments will be.
How do I cancel my home insurance policy?
If after buying a policy from us you decide to cancel it please call us on 0845 634 6183. In most cases we will be able to take your instruction over the phone. Alternatively, you may write to or email us. If your policy is in joint names, we will need permission from both of you to cancel your policy. This means we will need to speak to you both if you call, or if you send a letter/email this must be signed by both parties.
How much will it cost to cancel my home insurance policy?
If you are cancelling within 14 days of the start date or within 14 days of receiving your documents, whichever is the latter, a £25 fee will be charged to cover our processing costs. If you are cancelling after 14 days we will charge £30 for a buildings or contents policy or £40 for a combined buildings and contents policy. Please note that these charges are in addition to the charge for the time on cover that will be applied by your insurer.
Please note that if you cancel, any fees charged for setting up your policy (including a credit card charge or direct debit arrangement fee) are non-refundable. For additional products, if cancelled after the 14 day period, you will be charged the premium in full.
Our Charges
The following charges apply in addition to any additional or return premium calculated by your insurer. For further details, please refer to your policy document, or call us.
If your policy is cancelled within 14 days of start/renewal date, or of you receiving your policy documents (whichever happens later), we will charge a fee of £25. If your policy is cancelled after this time, we will charge a fee of £30 for buildings or contents policies and £40 for combined buildings and contents policies.
We will also charge a fee of £10 to £25 for changes to your policy. These charges are in addition to the insurers' charge for the cover provided.
If you pay your insurance by direct debit, an interest charge and a credit arrangement fee may apply. These charges will be shown before you buy.
If You Have a Complaint
We and your insurer aim to provide a high quality service at all times. If we, or your insurer, let you down, please tell us and we will do our best to resolve the issue as quickly and fairly as possible.
To make a complaint, please follow the procedure shown in the diagram below:
Our aim is to resolve all complaints within 24 hours of receipt. If this is not possible, we will acknowledge your complaint within a maximum of 5 working days and send you our final written response within a maximum of 20 working days.
The Ombudsman will require a completed form, which can be accessed via their website. Alternatively, they can help you complete the form by taking your details over the phone.
Making a complaint to the Ombudsman does not affect your right to take legal action.
Policy Wording
View our current Policy Book and Terms of Business here.
Data Protection
For your protection and ours, and to ensure our high standards are maintained, we may record or monitor your call and/or your activity on our website.
If you provide information to us, either via our website or over the phone, we will use this information to allow us to service any policy you buy from us, and for statistical and administration purposes.
So we can tell you about our range of financial products and special offers which could save you money, we will contact you in future, and may share your contact details with other carefully selected companies as well as other companies within the Ageas Group. From time to time we may pass customer information to an external agency to carry out a customer satisfaction survey on our behalf. Please call us on 0845 272 7603 if you do not wish your information to be used in these ways.
We may disclose information about you and your policy to the Financial Services Authority and/or the Financial Ombudsman Service, if requested by them. This will only happen if needed to enable them to fulfil their obligations such as investigation of a complaint, or alleged misconduct.
Insurers pass information to various databases in order to stop and find fraud. The databases used depend on the type of insurance being bought. More details will be given before you buy, and on the documents you will be sent.
If you buy a policy from us
We will keep the information you provide to us secure and private. The proposer/2nd proposer can make changes to the policy. Please note that we will only cancel your policy or change the insured property on the instruction of all proposers on the policy.
The insurer who underwrites your policy may pass your personal data to other companies for processing on their behalf. Some of these companies may be based outside Europe in countries which may not have laws to protect your personal data, but in all cases your insurer will ensure that it is kept securely and only used for the purposes for which you provided it. Details of the companies and countries involved can be provided on request.
As well as calling us on the above numbers, you can contact us by;
Writing to us at:
The Green Insurance Company Ltd
1 Masterton Way,
Tannochside Business Park,
Glasgow,
G71 5PU
E-Mailing us at enquiry@greeninsurancecompany.co.uk
The Green Insurance Company is part of the Ageas Group of companies.
Registered in Scotland, number: SC314868
Registered Office: 1 Masterton Way, Tannochside Business Park, Uddingston, G71 5PU