Terms of business

1. The Financial Conduct Authority (FCA)
The FCA is the independent watchdog that regulates financial services. Prima Life is a trading name of Prima Financial Services Ltd, who are authorised and regulated by the Financial Conduct Authority. Our Firm Reference Number is 842275. Our permitted business is advising and arranging non-investment insurance contracts. You can check this on the Financial Services Register by visiting the FCA’s website at https://register.fca.org.uk.

2. Whose products do we offer?
Pure Protection (i.e. Life Insurance, Critical Illness and Income Protection) – we offer a range of products from a range of insurers from across the market which represents the Whole of Market. A list of Insurers we offer Pure Protection products from is available upon request.

3. Which service will we provide you with?
Pure Protection products – we will ask you some questions to help us ascertain your demands and needs, and we will then provide you with sufficient information on what we believe to be ‘a suitable product’, but not necessarily ‘the most suitable product’, for your demands and needs. The information we provide is intended to help you make an informed decision about how to proceed. Ultimately, you will need to make your own decision about how to proceed, and it is your responsibility to ensure that any product that you take out is suitable for your insurance requirements. In all cases, we will arrange the product on your behalf.

4. Disclosure of Information.
It is important that you understand that any information, statements, or answers made by you to us or your Insurer are your responsibility and must be correct, as failure to disclose facts material to the insurance or any inaccuracies in your answers may invalidate your insurance cover. These facts must be disclosed at the earliest opportunity and certainly at each renewal. Circumstances which may be considered material include but are not limited to special or unusual facts relating to the risk, any particular concerns which led you to seek insurance cover and anything which would generally be understood as being something that should be disclosed for the type of risk in question. If you are unsure whether a fact or circumstance should be disclosed, or whether the duty of disclosure information continues throughout the period of your policy you should disclose the information anyway as failure to do so may lead your insurer to reduce its claim payment, apply additional terms or even avoid your policy Responsibility for this is solely yours as we cannot be expected to have known facts which have not been disclosed to us. Please keep copies of any documentation sent to you for future reference.

5. What will you have to pay for the service?
We do not charge a fee for this service. We may receive commission from the Insurance provider. The amount which we receive will be dependent on various factors and will be disclosed to you in the insurance documentation.

6. Professional Indemnity Insurance.
We conform to the FCA requirements in respect of Professional Indemnity Insurance. This type of insurance is mandatory for insurance intermediaries.

7. Cancellation rights.
If you wish to cancel your policy please contact us in writing at Prima Life, Cancellations Department, 29 Bury New Road, Prestwich, M25 9JY or by phone on 0330 118 0404. Should the policy be cancelled before the end of the 4th year, we reserve the right to charge a fee of £195 upon cancellation of a policy unless the cancellation is within 30 days of inception or renewal of the policy.
Your statutory rights are not affected.

8. What to do if you have a complaint?
If you wish to register a complaint, please contact us in writing at Prima Life, Complaints Department, 29 Bury New Road, Prestwich, M25 9JY or by phone on 0161 826 1620. If you wish to obtain a copy of the firm’s Complaint Handling Procedure, please be in contact with us.
Please be assured that we treat complaints seriously. For your further protection if you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service (‘FOS’). Full details can be found on the FOS website at www.financial-ombudsman.org.uk.

9. We are covered by the Financial Services Compensation Scheme (FSCS)
We are covered by the 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.
Advising and arranging of optional insurance policies is covered for 90% of the claim, without any limitation. Compulsory insurance policies are covered 100%.

10. Data Protection
Prima Life is registered with the Information Commissioners Office and we comply with the relevant Data Protection legislation. If you provide Prima Life with Personal Data of a third party, you should only do so if you are authorised to release such information by the data subject. The information you provide is subject to the Privacy Notice of the firm, which is available upon request. You may request confirmation of the information we hold about you, to which we will respond within 30 days. You consent to us or any company associated with us, processing your personal data in accordance with the Privacy Notice of the firm. If you wish to obtain a copy of the firm’s Privacy Notice, please be in contact with us in writing at Prima Life, 39 Bury New Road, Prestwich, M25 9JY or by phone on 0161 826 1620.

We may undertake checks via credit reference and fraud prevention agencies to manage your account with us. Please note that these checks should not affect your credit rating. Furthermore, any of our Product Providers (including Credit Providers), may also undertake checks via credit reference and fraud prevention agencies to obtain information with regards to your credit profile. This may affect your credit rating.

We may communicate with you via various methods including email. Although all of our emails are scanned for viruses, it is recommended that any attachment(s) be scanned by yourselves as we cannot be held liable for any loss or damage caused by software viruses. If you choose to communicate with us via email, please be aware that email communications without the use of encryption, may not be the safest method of communication. If you wish to guarantee the safety and confidentiality of any information you send to us via email, encryption methods should be used.

11. Wills
Prima Life have partnered with R S Klyne Ltd, trading as Wills Ways, to draft wills, in line with their terms and conditions. Wills Ways is a certified member of the Society of Will Writers. Please ensure that you have read, are happy with and accept their terms and conditions, prior to proceeding with using their services.
As a valued customer of Prima Life, Prima Life have agreed with Wills Ways to pay up to £200.00 towards any costs you incur using their services, which essentially means that you can obtain a Basic Will for free. Please refer to their Terms and Conditions for more information as to what is included in a Basic Will.
In the event that you cancel your policy, or novate your policy from Prima Life, within 4 years from the date that you instruct Prima Life to place the policy on risk, you will be liable to reimburse Prima Life for the amount that Prima Life have paid Wills Ways in the provision of their services. Please note that where you would be required to reimburse us, in line with this clause, we will waive the cancellation fee mentioned in paragraph 7 above.

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