Customer Charter

Because your insurance is arranged through Acumus Insurance Solutions Limited, you have the peace of mind in knowing that all our policies comply with the Financial Services Authority, which covers:

• all matters relevant to the fair treatment of customers;
• financial requirements of intermediaries;
• complaints procedures and the availability of redress for customers;
• competence and training of insurance employees.

For more information, please visit the Financial Services Authority at www.fsa.gov.uk 

P&O travel insurance has been arranged exclusively with one provider that has been selected for value and service.

As an Appointed Representative, P&O Ferries will hold monies paid to them for insurance products on behalf of Acumus Insurance Solutions Ltd in a separate account until such times as they are passed to the Insurer.

Your Right to Cancel

If your cover does not meet your requirements please notify us within 14 days of receiving your policy and return all documentation for a refund of your premium. If during this 14 day cooling off period you have travelled, made a claim or intend to make a claim we are entitled to recover all costs that you have used for these services.

If you have purchased your policy via the P&O call centre please call 0870 600 9955. If you have purchased your insurance via the internet or through our internet call centre please call 0845 218 7172.

Please note that your cancellation rights are no longer valid after this initial 14 day period and there is no provision for a refund.

For your protection

It is our intention to provide you with a high level of customer service at all times, however if you should wish to make a complaint about our service we have a formal complaints procedure. Our full complaints procedure is stated within the Policy Booklet.

Your duty to provide information

It is your responsibility to provide complete and accurate information to insurers when you take out your insurance policy, throughout the life of your policy, and when you renew your insurance. It is important that you ensure that all statements you make on application forms claim forms and other documents are full and accurate.

Please note that if you fail to disclose any material information to your insurers, this could invalidate your insurance cover and could mean that all or part of a claim may not be paid. Please call 0845 218 7172 to declare any material fact.

Withholding documentation

We may keep certain documents such as your insurance policy documents or certificate while we are waiting for full payment of premiums or administration charges or if you wish us to hold them for you. In these circumstances we will ensure that you receive full details of your insurance cover and will provide you with any documents which you are required to have by law.

Confidentiality

All personal information about you will be treated as private and confidential. We will only use and disclose the information we have about you in the normal course of arranging and administering your insurance, and will not disclose any information to any other party without your consent. We may use information we hold about you to provide information to you about other products and services which P&O Ferries offer.

Under the Data Protection Act 1998 you have the right to see personal information about you that we hold in our records. If you have any queries, please contact us in writing at P&O Insurance, c/o TPS (Insurance Admin Services) Ltd, 1 Prince of Wales Road, Norwich NR1 1AW, addressing your letter to The Customer Services Manager.