Risk Management.htm

Scottvale Ltd act as Independent Intermediaries. We do not act on behalf of an Insurer but act independently on behalf of our clients. In the event that we act on your behalf as an agent of another Intermediary we will advise you.

We will act with due care, skill and diligence;
Observe high standards of integrity and deal openly and fairly with you;
Seek from you such information about your circumstances and objectives as might reasonably be expected to be relevant to enable us to fulfil our obligations to you;
Take reasonable steps to provide you with sufficient information in a comprehensible and timely way to enable you to make a balanced and informed decision about your insurance;
Take appropriate steps to safeguard your money and property held or handled by us on your behalf;
Conduct your business and organise your affairs in a prudent manner;
Seek to avoid conflicts of interest;
Handle all complaints fairly and promptly.

We will make sure, as far as possible, that the products and services we offer you will match your requirements:
We will endeavour to identify your needs by getting the relevant information from you;
We will offer you products and services to meet your needs, and match any requirements you have;
If we cannot match your requirements, we will explain the differences in the product or services we can offer you;
If it is not practical to match all your requirements, we will give you enough information so you can make an informed decision about your insurance.

We will explain all the main features of the products and services that we offer, including:

Who the Insurer is;
All the important details of cover and benefits;
Any significant or unusual restrictions or exclusions;
Any significant conditions or obligations which you must meet;
The period of cover.

Separate insurance premiums for each of the individual products or services we are offering;
Details of any fees and charges other than the insurance premium, and the purpose of each fee or charge (this will include any possible future fees or charges, such as for changing or cancelling the policy or handling claims);
When you need to pay the premiums, fees and charges and an explanation of how you can pay;
If we are acting on your behalf in arranging your insurance and you ask us to, we will tell you what our commission is and any other amounts we receive for arranging your insurance or providing you with any other services.

Only advise or discuss on matters that we have knowledge of;
Make sure that any advice we give you or recommendations we make are aimed at meeting your interests;
Not make any misleading claims for the products or services we offer or make any unfair criticisms about products and services that are offered by anyone else.

If you are not satisfied with any aspect of the service you have received from us please refer the matter either orally or in writing to our Managing Director.

If the matter cannot be resolved immediately, we shall acknowledge receipt of your complaint in writing within 5 working days of it being made.

If we have not been able to resolve your complaint to your satisfaction with 20 working days, we will advise you in writing why this has not been possible and state when our final response can be expected.

Confirm how long you have to take up your insurance on the terms we have quoted to you;
Give you a written quote if you ask for one, including all the information you need to make an informed decision;
Give you a sample policy if you ask for one.

We will confirm your insurance arrangements and provide you with full policy documentation.

When we put your insurance arrangements in place, we will give you written confirmation of cover including:

Enough information so that you can check the details of your cover;
The date when your cover starts and the period of cover;
Any certificates or documents, which you need to have by Law.

We will provide with written confirmation of payment if requested when payment is made by cheque. Insurers will confirm payments made by Direct Debit Mandates separately.

We will answer all your questions promptly and give you help and advise when you need it. Changes to your Policy will be dealt with promptly: -

You will receive written confirmation of any changes to your policy.
We will give you full details of any premiums or charges (whether return or additional premiums)
We will provide you with any certificates or documents that you need to have by Law.

We will confirm your renewal date to you and will offer you renewal terms or an alternative in time to allow you to consider and arrange any continuing cover you need.

We will explain the renewal terms.
We will tell you about any changes to the cover or Insurer being offered.
We will continue to explain your duty to advise Insurers of any material changes which may occur.
And we will continue to send you certificates or documents that you may require by Law.

On expiry or cancellation of your policy all documentation that you are entitled to will be returned to you.

We provide a full claims management service and will handle all claims promptly on your behalf. In the event that you suffer a loss of any description we would ask that you contact us immediately to discuss the circumstances surrounding the claim.

We will treat all your personal information as private and confidential to us and anyone else involved in providing you with your insurance. This will continue to apply even if you are no longer a customer.We will not provide this information to any third party unless we are required to do so by Law or because of our membership of the GISC.

The General Insurance Standard Council of which we are a member can be contacted at: -