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Terms and Conditions

These Terms and Conditions contain information that relates to the full range of policy options we offer. Before reading, please refer to your Package Confirmation form to see which Options are included in your current personal selection.

Our Status

Flux Direct is a trading name of Adrian Flux Insurance Group and used under licence by Herts Insurance Consultants Limited, an Independent Insurance Intermediary representing a number of insurers, which enable us to offer you policies that suit your needs at competitive prices. As an intermediary, we act on behalf of you the customer. Flux Direct’s relationship with you is as an introducer of participating insurers only and no contractual relationship arises between you and Flux Direct out of any contract of insurance entered into through us. Details of the insurances or other services available through insurers and other service providers and of the terms and conditions relating to such services are provided by third party participating insurance and service providers and not by Flux Direct and accordingly, Flux Direct itself makes no representations or warranties about the accuracy, completeness, satisfactory quality or suitability for any purpose of any of the products whatever. Any money paid to us by you is deemed to have been paid to the Insurer.

Non-disclosure

The Statement of Insurance or Proposal Form is the basis of the contract between you and the insurer, so you must always ensure that you have answered all questions fully and correctly. If you think there is any information the Insurer needs to know on the Statement of Insurance or Proposal Form and it is not referred to, or there are errors or omissions, you are required to call us immediately or send a covering letter disclosing the information. Examples of material facts include (but are not limited to):

Modifications to any component of your vehicle (including any cosmetic changes to the vehicle)
A change in the person who uses your vehicle the most
A change of address (including details of where your vehicle is parked overnight
A change of vehicle
A change in the occupation of the driver or drivers (this includes getting part time work, or no work at all)
New drivers
Any convictions, for any driver (including pending or fixed penalty offences)
A change of use of the vehicle
Any accidents (fault or non-fault), losses or claims, involving any person allowed to drive whether they happen in your vehicle or in any other vehicle
Health or medical Conditions of any driver

The responsibility for disclosing the information always rests with the Customer, even if we assist with the completion of the form. Please be informed that Flux Direct take no responsibility for any errors or omissions in the information that has been provided for each new, amended or renewed insurance contract. If another person has completed the Statement of Insurance or Proposal Form on your behalf, please read it carefully as it is your responsibility to check all information on the Statement of Insurance or Insurance Proposal Form and ensure no material facts to the Statement of Insurance or Proposal is omitted or that inaccurate information is submitted. You must let us know of any mistakes, errors and omissions, or changes you want to make within 7 days of the print date shown on the Statement of Insurance or Proposal Form. If you do not inform us of any incorrect information on the Statement of Insurance of Proposal Form within 7 days this could be seen as a 'non disclosure of all material facts' making your insurance invalid and resulting in a claim not being paid.

Data Protection - How your information is used

The information describing your insurance cover will be added to the Motor Insurance Database (MID), run by the Motor Insurers Information Centre (MIIC). The Police may use MID to find out who is insured to drive the vehicle. If you are involved in an accident (in the UK or abroad) other UK insurers, the Motor Insurers' Bureau and MIIC may search the MID to get relevant information. People with a valid claim relating to a road traffic accident (including people who live in other countries) may also get relevant information from the MID. You must tell us about any incident (e.g. accident, fire or theft) whether or not a claim is likely to result. When you tell us about such an incident, information relating to it will be passed to the registers which we and others have in place which allow us to detect fraudulent applications and claims. We may search these databases when you apply for insurance, at renewal or in the event of an incident or claim. We may share information about you with other companies within our Group and those providing services to us and will check your details with fraud prevention agencies and databases. If you give us false or inaccurate information or we suspect fraud, we will record this. All telephone calls relating to applications and claims may be recorded and the recordings used for fraud prevention, training and quality control purposes. We and other organisations may also use and search these agencies and databases to help make decisions about the provision and administration of your insurance and credit related services for you and members of your household. Also, to trace debtors, recover debt, prevent fraud, manage your accounts and insurance policies, check your identity to prevent money laundering, unless you furnish us with other satisfactory proof of identity and undertake credit searches and additional fraud searches.

Data Protection Officer, Flux Direct, 2 The Causeway, Bishop's Stortford, Hertfordshire, CM23 2EJ.

The Start of Cover

You must collect from your Flux Direct representative a Cover Note or Policy Number before you attempt to drive your vehicle on the road. Under the Road Traffic Act 1988, it is an offence to drive a vehicle or permit a vehicle to be driven without insurance. Your Certificate of Motor Insurance is a legal document that provides you with proof that your vehicle is insured in accordance with the requirements of the Road Traffic Act. The Certificate is a legal document and will need to be kept in a safe place. Before a Certificate of Motor Insurance is issues, temporary cover may be issued in the interim and it acts as a Certificate of Insurance. This meets the requirements of the Road Traffic Act (RTA). Please ensure that you have a reference number of the cover note issued before you attempt to drive your vehicle.

How to make a Complaint

We are committed to providing you with the highest level of service but we understand that there may be times when you feel that we have not done so and wish to raise a complaint. We will always make every effort to resolve this for you quickly and at the earliest possible stage.

In the first instance please call us on 0800 089 0154 and speak to a member of our Customer Service Team. Our Service Team will listen to you and in the majority of situations be able to resolve your complaint by the close of the next working day. If however this is not possible, we will send you written acknowledgement within five working days. This letter will confirm who is looking after your complaint and enclose a copy of our Complaints Process. We will then write to you again confirming our resolution. If after four weeks your complaint is unresolved, we will write to you again to explain why and confirm when we expect to provide you with a decision.

In the unlikely event that your complaint has not been resolved to your satisfaction, you may contact our Customer Care Manager who will review your complaint and respond with our written final decision. Our Customer Care Manager acts with the full authority of our General Manager.

The contact details for our Customer Care Manager are:

Customer Care Manager
Flux Direct
2 The Causeway
Bishops Stortford
Hertfordshire
CM23 2EJ

Or email: customercare@fluxdirect.co.uk

If we have not resolved your complaint within eight weeks, or of your complaint is still not resolved to your satisfaction, you have the right to refer your complaint to the Financial Ombudsman Service.

Contact Details:

Financial Ombudsman Service
South Quay Plaza 2
183 Marsh Wall
London
E14 9SR

Tel: 0845 080 18000
www.financial-ombudsman.org.uk

Amendments

Any failure to disclose any changes of circumstances may be considered a failure to supply material facts to the insurance and could invalidate the insurance cover. Material facts are those that Insurers regard as likely to influence the acceptance of the contract of insurance. If in any doubt concerning any material facts, you should disclose them. Should you wish to make any amendments to your policy please call us immediately. An amendment is any information at all that differs from the original Statement of Insurance or Proposal. Examples of material facts include (but are not limited to):

Modifications to any component of your vehicle (including any cosmetic changes to the vehicle)
A change in the person who uses your vehicle the most
A change of address (including details of where your vehicle is parked overnight
A change of vehicle
A change in the occupation of the driver or drivers (this includes getting part time work, or no work at all)
New drivers
Any convictions, for any driver (including pending or fixed penalty offences)
A change of use of the vehicle
Any accidents (fault or non-fault), losses or claims, involving any person allowed to drive whether they happen in your vehicle or any other vehicle
Health or medical Conditions of any driver

If there are any changes, we will re-calculate your policy and confirm whether they necessitate changes to your policy terms and premium. In addition to any premium charges made by the insurer, Flux Direct will calculate any amendments made to include an administration charge of £25.00 on each adjustment.

Agreed Value

If you qualify and have selected to enhance your policy with the added benefit of an Agreed Value, it is essential that you complete the Agreed Valuation Application Form and return it direct to the Agreed Valuation Company (as detailed on your form) as soon as possible. You have 30 days from the start date of your new insurance policy or renewal date to have your vehicle valued by the selected valuation company - the insurers will not settle a claim on the agreed value basis unless you have an Agreed Valuation Certificate. The Agreed Valuation is not in force until you are in receipt of the Valuation Certificate, however, the Valuation will be dated from the policy start date or renewal date.

Claims

If unfortunately, you should be involved in an accident or suffer a loss, then please call your Insurer immediately. If, subsequently, you need further help, please call Flux Direct's dedicated Claims Support Team on 0800 089 0154. We reserve the right to deduct any outstanding payments or balance from any claim settlement.

Cancellation

If you are thinking of cancelling your policy, then please call our Customer Service Department.

Once we arrange insurance cover you have the right to cancel it within 14 days of receiving the policy, without giving any reasons. In this event, we shall retain our administration charge. Also your insurer will make a charge for the cover provided.

If you are thinking of cancelling your policy after 14 days from when the policy started, our Customer Service Department will be able to advise of any refund of premium as certain policies do not offer any refund upon cancellation. Upon receipt of your written request to cancel your policy and the return of the current Insurance Certificate or current Cover Note, we will pass your instruction onto your insurer and request any return premium due. Not all policy terms and conditions include a refund upon cancellation and the amounts vary according to the length of time that you have been on cover. Please refer to your Insurance Policy Document wording for full terms and conditions. Any cancellation refund is returned to you after deducting our commission, under the policy, of 20% or £25.00, whichever is the greater subject to a minimum refund of £5.00. Please note that any additional products or services in addition to the insurer's premium are not refundable, i.e. Legal Protection and Claims Service, Agreed Valuation, Vehicle Breakdown cover, Personal Accident Plan, etc.

If you have selected to pay your insurance by one of our payment plans and your policy is cancelled, we will endeavor to collect any debts under this policy using your selected deposit payment method i.e. debit/credit card. Alternatively, if this cannot be collected we will contact you at your last known address for any outstanding debts by letter issuing 14 days notice of debt recovery.

No Claims Bonus

If we have not received proof of bonus within 30 days, your insurer will amend the annual premium by deleting the no claim bonus discount. The additional premium will be debited from your account by the selected payment method i.e. Direct Debit, Credit, or Debit card.

Limited Mileage

If you have selected to limit your annual mileage and we have given you a premium discount for this, you must supply confirmation of your current mileage reading within 30 days of the policy inception or renewal date. If we do not receive your confirmation of your current mileage within 30 days of the policy inception or renewal date, your insurer will either charge an additional premium or cancel your policy by writing to your last known address and giving 7 days notice of cancellation. When an additional premium is required, the amount will be debited from your account by using the selected payment method i.e. Direct Debit, Credit, or Debit Card.