Client Terms of Business - InterGlobal Insurance Company Limited
About InterGlobal Insurance Company Limited
InterGlobal Insurance Company Limited is a UK registered Private Medical insurer offering specialist medical insurance solutions from the UltraCare range to frequent travellers, expatriates and international students worldwide.
With an A.M. Best rating of B++ (Good), InterGlobal Insurance Company Ltd provides the financial security and underwriting for the UltraCare products. The company became registered as an insurer in 2007 and is regulated and authorised by the Financial Services Authority. Our Firm reference number 458505.
Full details of this authorisation can be checked on the FSA's register by visiting the FSA's website or by contacting the FSA on 0845 606 1234.
About these of Terms of Business
These terms of business set out the way in which we conduct business with clients. It should be read in conjunction with our Website terms and Conditions, product terms and any relevant Plan specific documents.
We reserve the right to amend or change our terms at any time without reference to you. Changes will be made by updating this posting and where you hold any products or services which are affected by any changes, by informing you in writing in good time to enable you take any action that is required to enable you comply with the changes. When we introduce new products and services, we may provide them on supplementary terms which may be notified to you from time to time in accordance with these Terms.
Whose Products do we offer?
We can only market and provide information on products from the UltraCare range. UltraCare is the brand name for the range of specialist insurance products developed by InterGlobal limited.
Please refer to our website for a full list of all the products in the range.
Services
InterGlobal Insurance Company Ltd sells Private Medical insurance cover to expatriates, frequent travellers and international students worldwide under the UltraCare brand. The cover is sold on a non-advised basis. Cover is provided to individuals purchasing cover for themselves and their dependants as well as to corporate entities and other employers on a Group basis. Clients are able to either deal direct with InterGlobal or through a broker or adviser. Claims and policy administration services including Assistance, Emergency and Evacuation services are carried out through InterGlobal Limited and in certain other jurisdictions, through a network of associated and third party specialist companies.
We will provide you with all the information necessary to enable you to understand our products and the Plan that will be most suitable for you. You will not receive any advice or recommendation from us in relation to the products. We may ask some questions to narrow down the selection of products from which you can make an informed choice and decide how you wish to proceed.
Is there a fee for our service?
We will not charge you a fee for our services.
Client Monies
InterGlobal Insurance Company Limited is authorised by the Financial Services Authority to hold Client Money. We will hold any premium payments you pay to us in accordance with regulatory requirements. Similarly, claims payments and premium refunds due to you will be paid by us to you or to your broker in accordance with these requirements. In relation to the intermediaries with whom we work, we do not operate on the basis of ‘Risk Transfer’. Therefore, your broker retains the risk in any premiums you have paid to them for forwarding to us until it is paid to us or monies we have paid to them for forwarding to you (e.g. claims payments due to you or premium refunds).
Pre-Contract information
Our cover is sold on a non-advised basis. However, in accordance with regulatory requirements, individuals purchasing cover are provided with a Key Facts summary that outlines the significant features and benefits of the policy and other documentation which they must read prior to deciding to purchase cover.
Client Classification
The Financial Services Authority (FSA) has set out two client categories with details of how regulated firms must deal with them: consumers (individual policyholders) and commercial (Group policies or corporate entities). Different levels of protection apply to each category of client. Your policy documentation will indicate which category your policy falls under.
Registration of Policies
We will register all policies in the name of the Planholder unless otherwise agreed in writing. Unless you are a Plan administrator, who is setting up a Plan on behalf of a group, we will request further information from you for verification and identification purposes if you request a policy to be registered in a different name. If we are not satisfied with the information you have provided or if we believe that there is not a sufficient link between the two, we may refuse your request. All contract notes and documents of title in respect of your policies will be forwarded to you as soon as possible after being produced. Where a number of your documents relating to a series of transactions are involved, we will normally retain these until the series is complete.
Conflict of Interest
In the course of our business with you, there may be occasions where we, or one of our other clients, will have some form of interest in business which we are transacting for you. If this happens, or we become aware that our interests or those of one of our other clients conflict with your interests, we will inform you and obtain your consent before we carry out your instructions.
Communications
We will communicate with you in writing and if you have provided us with your email address, by email. We would encourage you to follow-up instructions in writing as this will aid the clarification of your instructions and avoid future misunderstandings. We will record our communications with you, including telephone calls and face to face discussions, transactions we have carried out for you, and information and documentation that we receive from you. We will retain information on our files for a period of not less than six years. Our records, unless shown to be wrong, will be evidence of your dealings with us.
Cancellation rights - 30-Day Money Back Guarantee (applies to individual plan holders only)
If you change your mind about the purchase of your insurance policy, you have a statutory right of cancellation within 14 days of the purchase. However, InterGlobal provides a 30-day Money Back Guarantee that allows Individual planholders to cancel a policy within 30 days of the date of joining or receipt of policy documentation whichever is the later, without penalty. Provided you have not already made a claim under the Plan your premium will be returned in full.
If a claim has been made no refund will be due and the premium will be payable in full. If any premiums due have not been paid, a charge may be made for the time on cover prior to the insurer receiving your notification of cancellation.
Cancellation Rights after the 30-day Money Back Guarantee period (applies to individual plan holders only)
If your right to cancellation is not exercised within the 30-day Money Back Guarantee period stated above and you decide to cancel at a later date, your cancellation will be subject to the terms and conditions of the "Cancellation of Cover" section in your Plan Guide. We will process any premium refunds in relation to your cancellation on behalf of the insurer.
Group Policies
Different terms apply to Group policies. Please refer to the terms of Group polices for the specific terms that apply to them.
Data Protection
We are committed to protecting your personal data and privacy. All information that we collect from you in connection with your dealings with us will be processed or otherwise dealt with by us in accordance with our Privacy Policy (as amended from time to time) which you should read.
We may, as a result of your interaction with us, hold and process personal information obtained about you and use it for servicing our relationship with you, to provide you with products and services, to evaluate the effectiveness of products and services, to assess your needs, conduct our business, provide you with better customer services and for statistical analysis.
We may also in connection with the above and for the purposes of processing your data for claims and policy administration and carrying out your instructions, transfer your personal data to other InterGlobal Group Company members and/or third parties acting on our behalf inside or outside the European Union where there may be less stringent data protection laws. However, wherever it is held and processed, your personal data will be protected by a strict code of secrecy and security which all members of InterGlobal, their staff and any third parties are subject to and will only be used in accordance with our instructions.
Your information may also be used for fraud prevention and audit purposes.
If you give us false or inaccurate information and we suspect fraud, we will record this.
We may pass such information to other Group Company members or agents or others as permitted by law so that they may do the same, and they may pass information held by them about you to us so that we may do the same.
We will not disclose any such information outside of the Company except for fraud prevention purposes, and/or if required/obliged by law or governmental or judicial bodies or agencies or to our regulators under proper authority, or under a strict code of secrecy to sub-contractors or persons acting as our agents or where we have your consent or have previously informed you.
Your information may also be exchanged with Group Company members and others to provide you with products and services. If you do not wish your personal information to be used in this way, you will be given an opportunity before buying any products, and/or when accessing any interactive sections of our product websites to decline our use of your information for such purposes.
By continuing to deal with us, you agree that your data will be used in the manner stated above.
Sensitive Personal Data
In order to assess the terms of the insurance contract or administer claims we may collect data, which the Data Protection Act 1998 defines as "sensitive personal data". In relation to private medical insurance, sensitive personal data is data relating to your physical or mental health. These can be contained in medical and hospital records, doctor’s notes, claims forms and other documentation. Your explicit consent will be requested within claims forms and other documentation we send you when we need to obtain this information. Sensitive personal data will not be passed to third parties unless we have obtained your consent.
Under data protection legislation in the United Kingdom, you can ask for a copy of certain personal records we hold about you. We may make a charge for this service.
Please write to:
The Data Protection Officer at Woolmead House East, the Woolmead, Farnham, Surrey, GU9 7TX if you wish to obtain this information.
Identification and UK Money Laundering Regulations
Under current legislation in the UK, we are required to verify the identity and residence of our customers. In certain circumstances, we may request the origin of certain funds that you provide to us. Claims monies and premium refunds will generally only be paid to the planholder who paid the premium or the plan administrator, for a Group plan. We may request further information and sight of certain documentation prior to setting up or administering a policy or a claim. If you provide false or inaccurate information and we suspect fraud or Money Laundering we will record this and it may be reported in accordance with UK Money Laundering regulations.
If we have not received satisfactory verification in a timely manner following receipt of your completed application for a Plan, the application(s) and any monies received from you may be returned to you and any policies may be invalidated as a result. You will be responsible for any non-renewal or if your policy lapses resulting from this.
Complaints
We hope you will be satisfied with our service. However, if you have any complaints, please let us know. We value your feedback and we will work to put matter right as quickly as possible.
You can contact:
The Compliance Officer, Woolmead House East, The Woolmead, Farnham, Surrey, GU9 7TT, UK.
T +44 (0) 1252 745 910
F +44 (0) 1252 745 920
E complaints@interglobalpmi.com
Click here to view a summary of our Complaints procedures.
If you remain dissatisfied following receipt of our final response to your complaint, you may be entitled to refer it the UK Financial Ombudsman Service if you fall within certain criteria. Further information on the FOS can be found on: www.financial-ombudsman.org.uk
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. Claims for general insurance and general insurance advising and arranging are protected for 90% of the claim, with no upper limit. Claims for compulsory insurance are protected in full. Further details can be found on the FSCS website: www.fscs.org.uk
Note: If you purchased your Plan overseas, or through one of our associated third parties, different complaints and compensation arrangements may apply. Please check your Plan Guide for details.
Law
The law applicable to your plan will be shown within your Plan documentation. These Terms of Business are governed and shall be construed in accordance with English Law.