Our Terms of Business with you

The Financial Conduct Authority ("FCA") is the independent watchdog that regulates financial services. Contained in this document is information which the FCA requires us to tell you. Use this information to decide if our services are right for you.

Who are we?

Renault Insurance is arranged by Car Care Plan Limited. Car Care Plan Limited is a specialist company appointed by Renault to ensure its customers are able to obtain insurance policies and use accident claims services which guarantee to repair your vehicle at a Renault approved repairer using only genuine Renault parts. For more information about Car Care Plan Limited please visit www.carcareplan.com We act on your behalf except where we collect or refund premiums which we will do on behalf of the insurer. When we sell you a policy the insurer pays us a percentage commission from the total premium.

Our Repair Guarantee

We guarantee that should you need to claim, we will ensure your vehicle is repaired at a Renault approved repairer using only genuine parts. For glass claims only, our approved repairer is Auto Windscreens. In the event of a windscreen replacement, our approved repairer will need to organise for your vehicle to be re-calibrated at your nearest Renault dealership and this may be a separate/additional appointment dependent on. availability. Should there be a lack of availability or delay in obtaining genuine parts, or delays in arranging your repair due to availability, we are not responsible for:

• Expenses or additional costs that arise,
• Loss of use of your vehicle,
• Alternative transport costs or lack of a courtesy car (courtesy cars are subject to availability and do not apply to glass claims),
• Fuel costs for any courtesy car or hire car you are provided, or for travel to any approved repairer or dealership.

Whose policies do we offer?

In the case of annual motor insurance, we have a panel of insurers from whom we will get quotes. In the case of add-on products, we deal with single insurers for each product.

A list of all the insurers we deal with is shown below:

Which service will we provide you with?

You will not receive advice or a recommendation from us. We will provide you with information about the policy and you will need to make your own choice about how to proceed

Your right to cancel your policy and your 'cooling off' period

You have the following rights to cancel any policy you buy through us:

• You have a cancellation right which is set out in the policy document.
• You are also entitled to a 'cooling off' period, which ends 14 days after you receive your policy documents

You can cancel at any time by contacting us.

What you will be charged if your insurance is cancelled

In the case of annual motor insurance

• Prior to the commencement date of your policy.
  1. If your policy is cancelled prior to this date, a full refund of any monies paid less our original arrangement fee will be provided.
• Within the 'cooling off' period.
  1. If your policy is cancelled, before the end of the 'cooling off' period, you will be charged by the insurer for the service they have provided up to the point of cancellation. We do not make a cancellation charge but will retain our arrangement fee. Your insurer may apply a cancellation charge – see your Policy Document for details.
• After the 'cooling off' period
  1. In some circumstances a refund may not be possible after your cooling off period e.g. if you have made a claim. Your policy wording will set out your insurer's terms in this respect and any applicable cancellation charges made by your insurer. We will also make a cancellation charge as per the tables below and our arrangement fee will not be refunded.

Should you request an amendment to your policy which cannot be covered by your insurer, our cancellation fee still applies.

Where a cancellation or other transaction results in a premium refund being due to you, that refund will be reduced by any service charge and any other sums you owe in respect of the policy.

What will you pay us for our services?

The table below shows our charges only, applicable at the time of issuing.

In the event we have to amend the policy due to non-disclosure or validation purposes (where we have verified the information provided is incorrect), our amendment fee still applies. Where a transaction would result in a refund to you or a payment you owe to us of less than £5, due to the cost of processing, this amount will be retained by us as an additional service charge or written off.

Payment of premium using our Payment Plan

This applies where we have agreed that you can pay an amount due to us on a payment plan and in this case you agree:

• to pay promptly the instalments and other money which you are liable to pay to us
• to pay promptly all the premiums and other money which you are liable to pay to the insurer under the insurance policy which is not covered by the payment plan.

In the event that your payment plan is terminated and there is an outstanding balance, you will need to pay this balance to us.

Who regulates us?

Car Care Plan Limited is authorised and regulated by the Financial Conduct Authority, No. 309268. Our permitted business is arranging and helping in the administration of general insurance. You can check this on www.fca.org.uk/register or by contacting the FCA on 0800 111 6768.

Are we covered by the Financial Services Compensation Scheme?

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme in the unlikely event we cannot meet our obligations to you. This depends on the type of insurance and the circumstances of the claim. Further information about the compensation arrangements is available from www.fscs.org.uk

What to do if you have a complaint

Please contact us:

• in writing to; Renault Insurance, Car Care Plan Ltd, Second Floor, Aztec Centre, Aztec West, Bristol BS32 4TD
• by calling the 'Complaints/Customer Service' telephone number listed on both our website and your documents
• or online - located under our 'Contact Information'.

We will contact you within five days of receiving your complaint. In some cases, this will be to acknowledge your complaint, but in others, it may be to give you a full reply. If we cannot deal with your complaint within five working days, we will aim to give you a full reply within 28 days. In complex cases, or where further investigation is needed, this may take longer, and we will let you know if this is the case.

Where the product purchased is an insurance product (regulated by the Financial Conduct Authority) and if it is not possible to reach an agreement, you have the right to ask the Financial Ombudsman Service to review your case. The right to apply to the Ombudsman must be exercised within six months of the date of our final decision. For more information, you can visit the Financial Ombudsman Service website at www.financial-ombudsman.org.uk, or you can write to:

The Financial Ombudsman Service,

Exchange Tower,

London

E14 9SR

Telephone: 0800 0234 567 or 0300 123 9123

Please note: This complaints procedure does not affect any legal right you have to take action against us. Your product documentation and our Complaints Management Team will provide you with the correct referral process whether it is to the Financial Ombudsman or the Motor Ombudsman should you remain unhappy with the outcome to your complaint. Please note that not all complaints will be considered by FOS or the Motor Ombudsman.

At Renewal

For annual motor insurance and related add-ons we will attempt to contact you about your renewal requirements and provide you with your renewal quote within a reasonable period before your expiry date.

We will automatically renew your annual motor insurance, related ancillary products and any related credit agreement each year unless:

• the renewal letter we send you says otherwise;
• you have opted out of this service;
• we do not hold a valid method of payment from you, be that:
  1. a credit card or debit card with authority to hold the details for future transactions
  1. a direct debit instruction
• we are unable to arrange cover for you, in which case we will contact you to notify of this.

You can opt out of automatic renewal at the time of taking out your policy or any time after that by contacting our Customer Service Team.

Applicable law

English law will apply to these terms of business and the English courts shall have jurisdiction in any dispute unless you and we agree to apply the governing law and jurisdiction of the state in which you are resident within the UK. We supply the policy documents only in English and will always communicate with you in English.

Ways to Pay

You can pay for your policy in full by credit or debit card or you can pay monthly by Direct Debit via a payment plan.

If you chose to pay by instalments, your personal information and bank details will be passed to our collections partner.

We do not accept American Express or payments by credit/debit cards which have been issued from outside the UK.

Where you are due a refund from us, we will endeavour to pay this back to you via the same method by which you paid.

If we refund you via cheque and this cheque remains uncashed you will have six years to claim this money under your statutory rights.

Important: Our right to cancel your insurance

If you choose to pay by Direct Debit, you are reminded that it is a term of the agreement that you authorise us to instruct the insurers to cancel your insurance if any Direct Debit or instalment payment, or any other amount due under those agreements, is in arrears and not paid on time. Should any payments be reclaimed by your bank under the Direct Debit Guarantee, the full balance of premium and associated charges will fall due immediately. If this payment is not made you authorise us to instruct the insurers to cancel your policy. If any credit or debit card payments used to pay for your policy are reclaimed by the card holder's bank the full balance of the premium and associated charges will fall due immediately. If this payment is not made you authorise us to instruct the insurers to cancel your policy.

If you have been requested to do so, please provide us with your No Claims Discount (NCD) within 21 days from the start of your policy. You’ll get this from your previous insurer. You will find more information about NCD in our Guide to NCD document which can be found in your policy documents and on our website under 'Frequently Asked Questions'.

About your information

You can view how we use your data in our Fair Use Notice. For more information please visit https://www.renaultcarinsurance.co.uk/fairusenotice.

This Terms of Business notice was last updated on 19 April 2024 (V0012 - standard).