Please read this document carefully. It sets out the terms upon which we agree to act for our customers and contains details of our regulatory and statutory responsibilities. It also sets out some of your responsibilities. Please contact us immediately if there is anything in these Terms of Business which you do not understand.

About Our Company

The Gap Year Company Limited, trading as No Worries is an Appointed Representative of Columbus Travel Insurance Services Limited (trading as Columbus Direct). Columbus Direct is authorised and regulated by the Financial Services Authority (FSA) to transact general insurance business. You can check this information on the FSA’s Register by visiting the FSA’s website at www.fsa.gov.uk/register or by contacting the FSA on 0845 606 1234.

Ownership

Columbus Direct are indirectly owned by Professional Travel Insurance Company Limited (PTI).

Our Products And Services

We offer a range of travel insurance covers, all of which are underwritten by PTI. Columbus Direct are also authorised by PTI to issue policy documentation and/or certificates on its behalf.

Methods Of Communication

Columbus Direct will normally communicate with you by post, telephone or email. Please let us know if you would prefer not to receive communications by email.

Disclosure

Before you purchase a policy from Columbus Direct you have a duty to disclose every material fact that you know, or a reasonable person in the circumstances could be expected to know, which is relevant to our decision whether to accept the risk of insuring you and if so, on what terms. Please note if you fail to disclose any material facts to Columbus Direct, this could invalidate your insurance policy. A material fact is any fact, medical or otherwise, which poses an increase in risk to the insurer and is likely to influence the assessment, acceptance or continuance of your insurance. Please note if you fail to disclose any material facts to us, this could invalidate your insurance cover.

It is very important that information given to us over the telephone, or in applications forms, claim forms and declarations to the insurer is correct. If a form or declaration is completed on your behalf, it is your responsibility to check that the answers given to all questions are true and complete. You are advised to keep copies of any correspondence you send to us or direct to your insurers.

Fees And Charges

Unless Columbus Direct tell you otherwise when you take out or renew a policy, Columbus Direct will make no charges in addition to the insurer’s premium.

Methods Of Payment

We accept payments by cheque, debit or credit card.

Handling Client And Insurer Money

We collect and hold money as agent of the insurer.

Quotations

Unless stated otherwise, all quotations provided for new insurances are valid for 31 days from date of issue.

Confidentiality

All information provided by No Worries’ customers is treated as confidential and only disclosed in the normal course of negotiating, arranging and administering your insurance. This may include disclosing information to agents and service providers such as loss adjustors and approved contractors.

With a few exceptions, for example information requested by a court, a regulatory body, or information that is already in the public domain, Columbus Direct will not release information to any other party without your consent.

Columbus Direct are registered under the Data Protection Act 1998 and undertake to comply with the Act in all our dealings with personal data.

Changes To Your Cover

Columbus Direct will normally deal with requests to increase or amend cover on the day your instructions are received, or the next working day if a weekend or public holiday. Sometimes changes cannot be processed without obtaining additional information. If additional information is required we will contact you as quickly as possible.

Columbus Direct will confirm changes to your policy, once agreed, in writing. Columbus Direct will also advise you of any extra premiums you must pay or premiums we must return to you.

Receipt Of Instructions

Columbus Direct do not consider instructions to arrange or change cover sent to us by post, electronic mail or facsimile, or left on answering equipment, to have been received until they reach the relevant personnel in our offices. We do not accept responsibility for instructions which do not reach us due to failures in the postal, electronic or telecommunications systems.

Documentation

Columbus Direct’s aim is to produce documentation and correspondence in a clear and understandable format. This shall be in English. In the event of any uncertainty Columbus Direct and No Worries ask you to let both of them know immediately. Columbus Direct staff are always happy to clarify the cover provided. You should check all policy documentation to ensure that the details are correct and the cover provided meets with your requirements. Any errors should be notified to Columbus Direct immediately. Columbus Direct recommend that you keep policy documents for as long as a claim is possible under the policy.

Making A Claim

In the event you need to make a claim you should firstly check the relevant section of your policy to see if you are covered, and check what documentation is required to make a claim. Once you have returned home, contact the Claims Service to request a claim form. In certain cases you may wish to claim whilst still travelling, this is possible, but you must still adhere to the usual claim requirements.

Making A Claim - Medical

The Assistance Service will confirm whether your treatment or expenses are covered under the terms of your policy and can liaise directly with hospitals regarding your medical requirements and payment of bills. Should you require specialist travel arrangements, the Assistance Service can make appropriate arrangements, based on medical necessity. In some cases it may be easier to pay minor expenses yourself. If you are in any doubts as to whether these costs will be covered, contact the Assistance Service for prior authorisation. Keep all receipts and medical reports and submit a claim when you return home.

The contact details for your Claims Service are provided on the reverse side of your insurance schedule. Keep copies of your completed claim form and all supporting documentation, as originals must be submitted to the Claims Service.

Complaints Procedure

Columbus Direct recognise the importance of service and set ourselves high standards. Should there be an occasion when Columbus Direct do not meet your expectations they are equally committed to dealing with any complaint in a thorough and professional manner. If you wish to register a complaint regarding the sale of this insurance, please contact The Complaints Officer at:

In Writing
The Complaints Officer
No Worries Travel Insurance
17 Devonshire Square, London, EC2M 4SQ

By Telephone
0870 8902988

By Email
complaints@columbusdirect.com

If you cannot settle your complaint with them you may be entitled to refer it to the Financial Ombudsman Service.

Compensation

Columbus Direct are covered by the Financial Services Compensation Scheme (FSCS) in the United Kingdom. You may be entitled to compensation from the FSCS if Columbus Direct cannot meet their obligations. Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. Further details about the compensation scheme arrangements are available from the FSCS.

Cancellation Right

You may have a right to cancel up to 14 days from the date you receive:

• The policy document at the start of your insurance or;
• The renewal documentation for subsequent periods of insurance

If you have such a cancellation right we will confirm this to you in your insurance schedule.

Should you decide to exercise this cancellation right you will be entitled to a refund of premium less an appropriate pro rata charge for the period of cover given before the cancellation right was invoked. Should any claim occur prior to the exercise of the cancellation right where the claim terminates the insurance cover, the insurers may not allow a refund of any of the premium paid.

If this cancellation right is not exercised within the 14 day period as stated above, no amount of the premium paid will be refunded.

To exercise the cancellation right, you must return your insurance documentation to Columbus Direct and follow their further instructions.

Law And Jurisdiction

These Terms of Business shall be governed by and construed in accordance with English Law. In relation to any legal action or proceedings arising out of or in connection with these Terms of Business No Worries, Columbus Direct and you irrevocably submit to the non-exclusive jurisdiction of the English courts.