Demands and Needs Statement

Transcription

1 Demands and Needs Statement TicketPlan Booking Refund Insurance is suitable for those who wish to insure themselves for a maximum refund of of the purchase cost of their tickets if they are unable to attend a booked event in the UK as a result of an unexpected circumstance and for which they have purchased tickets and paid the appropriate premium. Booking Refund Insurance cover applies to a wide range of specified circumstances which are detailed within the policy wording. You should read this document carefully to satisfy yourself that the cover provided meets with your needs. It is your responsibility to investigate whether you already have insurance cover for some or all of the benefits provided by this insurance product. Booking Refund Insurance can only be purchased at the same time as tickets are bought through AXS. TicketPlan has not provided you with any recommendation or advice in relation to the purchase of this insurance product. Please ensure that the product meets with your requirements before deciding whether to proceed. REF AXS/SODAN/010318

2 about our insurance services Leigh House, Broadway West, Leigh on Sea, Essex SS9 2DD 1. The Financial Conduct Authority (FCA) The FCA is the independent watchdog that regulates financial services. Use this information to decide if our services are right for you. 2. Whose products do we offer? We offer products from a range of insurers. We only offer products from a single insurer (which may change from time to time) for ticket cancellation insurance. We only offer products from a single insurer. 3. What will you have to pay us for our services? A fee. No fee. 4. Who regulates us? TicketPlan Limited is an appointed representative of Essex Financial Management Limited, Leigh House, Broadway West, Leigh on Sea, Essex SS9 2DD which is authorised and regulated by the Financial Conduct Authority. Essex Financial Management Limited s FCA Register number is Essex Financial Management Limited has a range of permissions to conduct business with regards to noninvestment insurance contracts. These permissions include: Arranging Assisting in the administration and performance of a contract of insurance Dealing as an agent Making arrangements with a view to transactions You can check this on the FCAʼs Register by visiting the FCAʼs website contacting the FCA on or by

3 5. What to do if you have a complaint If you wish to register a complaint, please contact us: In writing: TicketPlan Limited, Leigh House, Broadway West, Leigh on Sea, Essex SS9 2DD By phone: Telephone By managementteam@ticketplangroup.com If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service. 6. Are we 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. Insurance advising and arranging is covered for 90% of the claim with no upper limit Further information about compensation scheme arrangements is available from the FSCS. AXS/KFID/010318

4 Policy Summary: Key Information we need to make you aware of Booking Refund Insurance This is a Policy Summary only and does not contain the full terms and conditions of the insurance contract. Full terms, conditions and exclusions can be found in the Policy Document, which you should also read carefully. Who provides your insurance cover? Booking Refund Insurance is underwritten by Catlin Insurance Company (UK) Limited and is administered by TicketPlan Limited. Our contact address is Leigh House, Broadway West, Leigh On Sea, Essex, SS9 2DD What cover is provided by Booking Refund Insurance? Booking Refund Insurance is designed to cover you if you are unable to attend a UK based event booked through AXS as a result of certain specific circumstances which are detailed within the policy document. What are the significant features and benefits and significant exclusions and limitations of the Booking Refund Insurance cover? Significant Features & Benefits Significant Exclusions or Limitations Refund Protection Insurance We will pay up to a maximum of per ticket in respect of the face value of each insured event ticket you purchase if you are unable to attend the booked event, due to an accident or unexpected illness and certain other circumstances which are detailed within the Policy Document. Cover is not provided for: Events which are cancelled, abandoned, postponed, curtailed or relocated by the artist, organisers or promoters. Cancellation as a result of a pre-existing medical condition. Tickets not purchased through AXS. Any additional transport or accommodation costs. What is the duration of the contract? The policy starts from the date you buy your policy and finishes on the date of the booked event. Have I received any advice on the purchase of this insurance product? You have not received any advice or recommendations from us in relation to Booking Refund Insurance. It is your responsibility to ensure that the insurance cover is adequate to meet with your requirements for cover. What Cancellation Rights do you have? If your cover does not meet your requirements and you wish to cancel the insurance cover, please notify us within 14 days of receiving your insurance policy document. If during this initial 14 day period you attend the event, or have / make a claim, a refund of premium will not be made.

5 You can contact TicketPlan by at or by writing to TicketPlan Ltd, Leigh House, Broadway West, Leigh On Sea, Essex, SS9 2DD. How do I make a claim? If you need to cancel a ticket please visit and complete a claim form, as soon as reasonably possible and no later than 14 days as an absolute maximum after becoming aware of circumstances that may lead you to request a payment. Alternatively write to us at TicketPlan, Leigh House, Broadway West, Leigh On Sea, Essex, SS9 2DD to request a refund application form. What to do if you have a complaint? Should you wish to express a complaint about this policy please write to: Customer Services, TicketPlan Limited, Leigh House, Broadway West, Leigh on Sea Essex SS9 2DD Phone: managementteam@ticketplangroup.com If you are not satisfied with our final response you can refer the matter to the Financial Ombudsman Service for independent arbitration. Is the insurer covered by the Financial Services Compensation Scheme (FSCS)? For your added protection, the insurer is covered by the FSCS. You would be entitled to compensation from the scheme if the insurer cannot meet its obligations. The FSCS provides protection for 90% of the claim, with no upper limit. Further information about the compensation scheme arrangements is available from the FSCS, telephone number or or by visiting their website at Full Terms & conditions are as per the Policy Wording

6 BOOKING REFUND INSURANCE INTRODUCTION This is your Booking Refund Insurance policy wording, which forms your contract of insurance with us. We will indemnify you for any loss insured by this policy (subject to and in accordance with the terms and conditions of this policy), which occurs, and arises from a booking made by you and for which you have paid the appropriate premium. Your policy wording and confirmation is a contract between you and us. We will pay for any claim you make which is covered by this policy and happens during the period of insurance. Unless specifically mentioned, the benefits and exclusions, apply to each ticket. Certain words have a special meaning as shown under the heading Definitions. These definitions have been highlighted by the use of bold print throughout the policy document. PERIOD OF INSURANCE Your Booking Refund Protection cover starts at the time you book the event and pay the insurance premium. The cover ends as soon as you arrive at the booked event. THE INSURERS This insurance is underwritten 100% by Catlin Insurance Company (UK) Limited ( Catlin ) and has been arranged by TicketPlan Limited under the terms of a Delegated Authority. Catlin s Registered Office is at 20 Gracechurch Street, London EC3V 0BG. Authorised and regulated by the FCA and PRA and entered on its register under number FINANCIAL SERVICES COMPENSATION SCHEME (FSCS) If Catlin is unable to meet its liabilities, you may be entitled to compensation under the Financial Services Compensation Scheme (FSCS). Further information about compensation scheme arrangements is available at by ing enquiries@fscs.org.uk or by phoning the FSCS on or WHAT IS COVERED We will pay you up to a maximum of per ticket if you are unable to attend a booked event due to: unexpected disruption of the public transport network you could not have reasonably known about before the date or time of the booked event; the death, accident, or illness of you, a member of your immediate family or any person(s) in the group due to attend the booked event with you;

7 mechanical breakdown, accident, fire or theft en route of a private vehicle taking you to the booked event; jury service which you were unaware of at the time of the booking; burglary or fire at your residence in the 48 hours immediately before the booked event requiring attendance of the emergency services; you being summoned to appear at court proceedings as a witness which you were unaware of at the time of booking; you being a member of the armed forces and being posted overseas unexpectedly; adverse weather including snow, frost, fog, or storm where the Police service or other Government agency have issued warnings not to travel. EXCLUSIONS We will not indemnify you where: your illness or death or the illness or death of a member of your immediate family is caused by or is as a result of a pre-existing medical condition you cannot provide a doctor s report for accident or illness; the symptoms that accompany a normal pregnancy are the sole reason you cannot attend a booked event; you cannot return any unused tickets or vouchers forming part of the booking; you cannot provide evidence of the unused tickets when applying for a refund; the booked event is cancelled, abandoned, postponed, curtailed or relocated; you decide not to attend a booked event other than for a reason covered by this insurance; you are prevented from travelling to a booked event due to disruption of the public transport network which is public knowledge prior to the booked event: you can recover any part of the cost of the booking; in our reasonable opinion, you did not allow sufficient time to travel to a booked event; you carry out a criminal act which prevents you attending a booked event; you are prevented from travelling to a booked event due to an outbreak of a contagious disease and the Government or any agency acting on behalf of the Government has imposed a ban on travel; or you make a false or fraudulent refund application or support a refund application by false or fraudulent document, device or statement. We will not pay for travelling or associated expenses (unless travel costs are included as part of the total booking price), or any loss other than the face value of the ticket to the booked event.

8 We will not pay any costs you incur in submitting or providing evidence to support your refund application. We will not pay any consequence of war, invasion, acts of foreign enemies, hostilities (whether war be declared or not), civil war, rebellion, revolutions, insurrection, military or usurped power, riot, civil commotion, strikes, lockout, terrorism, malicious intent or vandalism, confiscation or nationalisation of or requisition or destruction of or damage to property by or under the order of any government or public or local authority. We will not pay any loss caused directly or indirectly by: ionising radiations or contamination by radioactivity from nuclear fuel or from any nuclear waste from the combustion of nuclear fuel; the radioactive toxic explosive or other hazardous properties of any explosive nuclear assembly or nuclear component thereof. We will not pay any loss caused directly or indirectly by damage or destruction directly occasioned by pressure waves caused by aircraft or other aerial devices travelling at sonic or supersonic speeds. DEFINITIONS In this Booking Refund Protection policy, unless the context otherwise requires, words and phrases with the same meaning as those defined below shall be construed accordingly and the singular shall include the plural and the masculine the feminine and vice versa. Accident Administrator Doctor Emergency Services Booking/Booked event Group Illness Immediate family Normal Pregnancy A bodily injury confirmed by a doctor that prevents you from attending the booked event. TicketPlan Limited, Leigh House, Broadway West, Leigh on Sea, Essex SS9 2DD. A qualified medical practitioner registered with a recognised professional body. A doctor cannot be you or a member of your immediate family. The Police, Fire and Rescue Service or Emergency Medical Services. The pre-planned and pre-booked service(s)/event(s)/ticket(s) booked and transacted through AXS and provided within the United Kingdom. Any number of people who have made a Booking including Booking Refund Insurance within the same transaction. A physical or mental condition confirmed by a doctor that prevents you from attending the booked event. Your husband, wife, partner, civil partner, parent, child, brother or sister. Symptoms which normally accompany pregnancy (including multiple pregnancy) and which are generally of a minor and/or temporary nature (e.g. morning sickness, fatigue etc.) which do not represent a medical hazard to mother or baby.

9 Period of Insurance Policyholder/You/Your Pre-existing medical condition Public Transport Network Your Booking Refund Protection cover starts at the time you book the event and pay the insurance premium. The cover ends as soon as you arrive at the booked event. The individual shown within the booking confirmation and who has paid the Booking Refund Insurance premium Any disease, illness or injury (whether diagnosed or not) existing at or before the date of booking and for which medical advice or treatment has been sought in the 12 months preceding the date of booking. Any mode of public transport other than public hire taxis licensed for public use on which you had planned to travel to a booked event within the United Kingdom. United Kingdom We/us/our You/Your/Yourself England, Scotland, Wales, Northern Ireland, the Channel Islands and the Isle of Man. Catlin Insurance Company (UK) Limited A person who has made a booking alone or as part of a group with AXS. CLAIMS PROCEDURE If you need to cancel a ticket please visit and complete a claim form, as soon as reasonably possible and no later than 14 days as an absolute maximum after becoming aware of circumstances that may lead you to request a payment. Alternatively write to us at TicketPlan, Leigh House, Broadway West, Leigh On Sea, Essex, SS9 2DD to request a claim form. You must provide us with such information in support of your claim as we may reasonably request. This will include a claim form and any other evidence that we may require in support of your claim. The information you provide us with must be in English. Any costs incurred in translations will be at your expense. If your claim for indemnity under this policy is covered, we will pay the value of the refund to you subject to the benefit limit. If, for any reason, your claim for indemnity under this policy is not covered, we will tell you why this is. All claims payments will be settled in pounds sterling. We are not liable for any variations as a result of fluctuations in exchange rates. We have the right to deal with and take over, in your name, any claim you make under this insurance policy and to take legal action in your name (at our expense) and ask you to give us details which will assist us to recover any payment we have made under this policy.

10 DATA PROTECTION We may need to collect data relating to you which under the Data Protection Act is defined as sensitive (such as your medical history) for the purpose of administering claims which may occur under this policy. You must provide us with explicit verbal or written consent to such information being processed by us. Personal details may be transferred to countries outside the EEA. They will at all times be held securely and handled with the utmost care in accordance with all principles of English law. FRAUD If you or anyone acting on your behalf makes any false or fraudulent claim or supports a claim by false or fraudulent document, device or statement, this policy will be void and you will forfeit all rights under the policy. In such circumstances, we retain the right to keep the premium and to recover any sums paid by way of benefit under the policy. CANCELLATION RIGHTS ( Cooling-Off Period and Your Right to Cancel Your Policy) If this cover is not suitable for you and you want to cancel your policy, you must contact admin@ticketplangroup.com or write to TicketPlan Ltd, Leigh House, Broadway West, Leigh On Sea, Essex, SS9 2DD. Within 14 days of buying your policy. In line with the conditions below the premium will be refunded. We will not refund your premium if you have attended the Booked Event or made a claim. Please note that your cancellation rights are no longer valid after this initial 14 day period. GENERAL CONDITIONS 1. A person who is not a party to this policy has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this policy. This clause shall not affect any right or remedy of a third party, which exists or is available apart from that Act. 2. You may not assign this policy without prior written agreement from us. 3. You must not be aware of any material fact, matter or circumstance at the time of booking which may give rise to a claim under this policy. 4. Unless we agree otherwise: the language of the booking refund protection policy and all communications relating to it will be English; and all aspects of the policy, including negotiation and performance, are subject to English law and the decisions of English courts. 5. The headings of this policy are for convenience only and shall not affect the construction thereof. 6. We will not pay any claim on this policy for any amounts which are covered by another insurance policy. In such circumstances we will only pay our share of the claim.

11 COMPLAINTS If you have a complaint, please contact: Customer Services TicketPlan Ltd, Leigh House, Broadway West, Leigh-on-Sea Essex SS9 2DD Telephone: managementteam@ticketplangroup.com Our aim is to get it right, first time, every time. If we make a mistake we will try to put it right promptly. We will always confirm to you the receipt of your complaint within five working days and do our best to resolve the problem within four weeks. If we cannot we will let you know when an answer may be expected. If we have not sorted out the situation within eight weeks we will provide you with information about the Financial Ombudsman Service. Using our complaints procedure or referral to the Financial Ombudsman Service does not affect your legal rights. The European Commission also provides an on-line dispute resolution (ODR) platform that allows consumers to submit their complaint through a central site, which will forward the complaint to the right Alternative Dispute Resolution (ADR) scheme. The ADR scheme for Catlin Insurance Company (UK) Ltd. is the Financial Ombudsman Service. For more information about ODR please visit TicketPlan Limited ( TicketPlan ) and AXS Europe Limited ( AXS ) are Appointed Representatives of Essex Financial Management Limited ( EFM ), EFM is Authorised and Regulated by the Financial Conduct Authority (149177) AXS acts as agent for TicketPlan for the receipt of insurance premiums. This insurance is underwritten by Catlin Insurance Company (UK) Ltd. and their Registered Office is at 20 Gracechurch Street, London EC3V 0BG. Authorised and regulated by the Financial Conduct Authority and Prudential Regulation Authority and entered on its register under number

12 TicketPlan Terms of Business and Declaration of Status Please read this document carefully. It sets out the terms and conditions on which we agree to act for you and contains details of our responsibilities together with your responsibilities both to us and to insurers. About TicketPlan TicketPlan Limited ( TicketPlan ) is an Appointed Representative of Essex Financial Management Limited (EFM). EFM is authorised and regulated by the Financial Conduct Authority (FCA Firm Reference Number ). You can check this on the FCA s Register by visiting the FCA s website or by contacting the FCA on The Financial Conduct Authority (FCA) is the independent body that regulates financial services. Products and Services We are not providing advice or recommendations and you will need to satisfy yourself that the TicketPlan Insurance cover provided is suitable for your needs. We will provide a Key Facts Product Summary explaining the main features of the TicketPlan Insurance Product that we offer you including details of the provider, main details of cover and benefits, any unusual restrictions or exclusions, any significant conditions or obligations and the period of cover. Our Service Includes Our permitted business activities are Dealing as Agent Bringing about deals Making arrangements with a view to transactions Assisting in the administration and performance of a contract of insurance We will provide information (only) on the TicketPlan Insurance cover We offer TicketPlan Insurance cover from a single insurer (which may change from time to time). The insurer is detailed within the policy documentation. CANCELLATION RIGHTS ( Cooling-Off Period and Your Right to Cancel Your Policy) If You decide that for any reason, this Policy does not meet Your insurance needs then please return it to TicketPlan Limited, Leigh House, Broadway West, Leigh-on-Sea, Essex SS9 2DD or by to admin@ticketplangroup.com within 14 days from the day of purchase or the day on which You receive Your policy documentation, whichever is the later so that your TicketPlan Insurance cover can be cancelled in full. However no refund of the Insurance Premium will be payable if your Insurance is not cancelled within the above 14 day period. We will not refund your Insurance Premium if you have attended the Booked Event or if you have made a claim. Treating Customers Fairly TicketPlan is pleased to support this Financial Conduct Authority initiative. We will always try to treat our customers fairly in all aspects of our dealings with them.

13 TicketPlan Terms of Business and Declaration of Status DATA PROTECTION We are registered under the Data Protection Act 1998 and we undertake to comply with the Act in all our dealings with your personal data. We may need to collect data relating to you which under the Data Protection Act is defined as sensitive (such as your medical history) for the purpose of administering claims which may occur under this policy. You must provide us with explicit verbal or written consent to such information being processed by us. Personal details may be transferred to countries outside the EEA. They will at all times be held securely and handled with the utmost care in accordance with all principles of English law. Confidentiality All information about you of a sensitive or personal nature will be treated as private and confidential. We will however use and disclose the information we have about you in the course of arranging, placing and administering your insurance. This may involve passing information about you to the Financial Conduct Authority, insurers, other intermediaries, risk management assessors, and other third parties involved (directly or indirectly) in your insurance. We take appropriate steps to ensure the security of any money, documents, other property or information handled or held on your behalf. It is our policy to retain records for insurance cover effected on your behalf for a minimum of 3 years after expiry and otherwise as required by regulation or law. FRAUD If you or anyone acting on your behalf makes any false or fraudulent claim or supports a claim by false or fraudulent document, device or statement, this policy will be void and you will forfeit all rights under the policy. In such circumstances, we retain the right to keep the premium and to recover any sums paid by way of benefit under the policy. Complaints We recognise the importance of service and set ourselves high standards. Should there be an occasion when we do not meet your expectations please contact; Customer Services Manager, TicketPlan Limited, Leigh House, Broadway West, Leigh on Sea, Essex SS9 2DD telephone number and provide details of your complaint. Your complaint will be acknowledged within 5 working days of receipt. You will also be advised of the name of the person dealing with your complaint and when you can expect to receive a response. We will normally be able to respond in writing within 20 working days but sometimes the time-scale can be longer if the complaint is complicated or if information is required from a third party. We will keep you informed if this is the case. If we are unable to resolve your complaint after this time, your complaint may be referred to the Financial Ombudsman Service. Conflicts of Interest As an intermediary and your agent we owe various duties to you. If we are aware that a conflict of interest exists, we will advise and will obtain your advices as to how you would wish us to proceed. A conflict of interest is something that we do or fail to do that is in our or someone else s interest and which may work to the material detriment of a customer. Charges \ Fees No fees or service charges are payable in addition to your insurance premium.

14 TicketPlan Terms of Business and Declaration of Status Misrepresentation Under the Consumer Insurance (Disclosure and Representation) Act It is your duty as a consumer to take reasonable care not to make a misrepresentation to an insurer. A failure by the consumer to comply with the insurers request to confirm or amend particulars previously given is capable of being a misrepresentation for the purpose of this act. It is important that you ensure all statements you make on claim forms and other documents are full and accurate and we recommend that you keep a copy of all correspondence in relation to the arrangement of your insurance. Please note that under the act an insurer has a remedy against a consumer in respect of qualifying misrepresentations in breach of the consumers duty of reasonable care where the insurer deems the misrepresentation to be deliberate, reckless or careless. If in doubt about any point in relation to your duty to take reasonable care and subsequent qualifying misrepresentations please contact us immediately. Policy Documentation Your Policy wording will be sent to you by as soon as possible after the insurance cover commences. The Policy wording is validated by and should be read together with the Ticket Booking Confirmation document which will identify the Policyholder and will confirm that TicketPlan Insurance has been paid for and the date from which the TicketPlan Insurance cover commences. When your policy wording is issued, we strongly recommend that you read it carefully as this document is the basis of the insurance contract you have purchased. A copy of the Policy is available on: Client and Insurer Money The FCA rules are designed to protect you in the event that an insurance intermediary fails or is unable to transfer: any premium money it has received from you to the insurer, or any claim or return premium monies that it has received from the insurer to you. We are governed by strict rules pertaining to client money, set down by the FCA. We act as agents of the insurer for the collection of premiums and payment of claims and refunds of premiums. This means that premiums are treated as being received by the insurer when received and that any claims or premium refunds are treated as received by you when paid over to you. Where we hold monies in a client bank account we may earn interest on monies held, which will be retained by us. Insurance funds are held by us in a designated insurance account with an approved bank identifiable as being held on trust for and as agent of the Insurer. Transfer of Premiums to Third Parties We may transfer premiums received from you to another broker or settlement agent for the purpose of effecting a transaction on your behalf. Insurer Security The claims paying ability of even the strongest insurers can be affected by adverse business conditions.

15 TicketPlan Terms of Business and Declaration of Status Financial Crime Please be aware that current UK money laundering regulations require us to obtain adequate financial information about you. We may also be required to cross check you against the HM Financial Sanctions List as part of the information gathering process. We are obliged to report to the National Crime Agency any evidence or suspicion of financial crime at the first opportunity and we are prohibited from disclosing any such report. We will not permit our employees or other persons engaged by them to be either influenced or influence others in respect of undue payments or privileges from or to insurers or clients. Financial Services Compensation Scheme 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. Further information about compensation scheme arrangements is available from the FSCS at This Agreement contains all obligations owed by us to you. Our liability shall be strictly limited to direct liability in contract. We expressly exclude any liability for indirect or consequential loss howsoever arising and any and all liability in tort save in relation to liability for our negligent acts causing personal injury or death or other liability expressly reserved by statute. Law and Jurisdiction These Terms shall be governed by the laws of England and Wales and the parties agree herewith that any dispute arising out of it shall be subject to the exclusive jurisdiction of the relevant court. General If any provision of these Terms is found to be invalid or unenforceable in whole or in part, the validity of the other provisions of these Terms and the remainder of the provision in question will not be affected. No term is enforceable under the Contract (Rights of Third Parties Act) These Terms supersede all proposals, prior discussions and representations (whether oral or written) between us relating to our appointment as your agent in connection with the arranging and administration of your insurance. These Terms constitute an offer by us to act on your behalf in the arranging and administration of your insurance. In the absence of any specific acceptance communicated to us by you (whether verbal or written) you are deemed to accept our offer to act for you on the basis of these Terms In the interests of security, staff training and to generally improve our service please be aware that telephone calls may be monitored and or recorded.