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Plese ke ew ues ed
imPortant information
LV.c
You can get this and other documents rom us in Braille, large print or on audiotape by contacting us.
LV= and Liverpool Victoria are registered trade marks o Liverpool Victoria Friendly Society L imited and LV= and LV= LiverpoolVictoria are trading styles o the Liverpool Victoria group o companies. Liverpool Victoria Insurance Company Limited,registered in England and Wales number 3232514 is authorised and regulated by the Financial Services Authority, registernumber 202965. Registered address: County Gates, Bournemouth BH1 2NF. Tel: 01202 292333. 21229862 10/12
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IMPorTAnT InForMATIon
n our commitment to you
n your responsibility to give us correct inormation
n your rights to cancel your insurance n what to do i our service isnt what you expected
n the tax you pay on your insurance premiums
n what happens i we cant meet our liabilities
n how we use your personal inormation
n the law that applies to your insurance
The inormation in this leafet orms par t o your insurance contract with us - please read this
together with the insurance schedule, the document o insurance and, i you have a motor
insurance policy, the certicate o insurance.
You should also show this leafet to any other person covered by this insurance.
our coMMITMenT To youWell always:
n give you clear and accurate inormation
n be air and reasonable
n act promptly
your resPonsIbIlITy To gIve us
correcT InForMATIonPlease make sure all the inormation you give us is correct and complete. Its important
because i you dont we may cancel your insurance rom its start date and/or not pay your
claim. I youre not sure whether you need to tell us about something please ask.
imPortant informationPa tak a mit t ad ti at a it xpai imptat
imati at:
your rIghTs To cAncelyour InsurAnce
up t 14 da at i
dmt
At the start o your insurance policy, when
you receive your documents, you have
14 days to check youre happy with the
insurance cover youve bought. I the cover
doesnt meet your needs, you can cancel
your insurance by telling us.
For motor and home insurance well reund
any money youve paid, less a charge or
the cover youve had and a cancellation
charge or setting up the policy. Please reer
to Charges that apply on your insurance
schedule or more details. I you cancel
beore your cover starts well reund all the
premium youve paid.
For travel insurance policies that have a
cover period o more than 28 days, and or
pet insurance, well reund all the moneyyouve paid. I youve made a claim you
must pay back any money paid to you in
settlement o the claim within 30 days.
Well reund you within 30 days o you telling
us that youd like to cancel.
For single trip travel insurance policies where
the cover start date to the cover end date is
28 days or less, no reund o premium will
be given.
M ta 14 da at i
dmtFor motor, home and pet insurance, ater
the initial 14 day period, i youve not made
a claim, well reund any money youve
paid, less a charge or the cover youve
had and a cancellation charge. I you have
made a claim you wont be able to get a
reund. I the amount due to us when you
cancel your policy is more than the amount
youve previously paid, you must pay us
the dierence. This includes paying the
remaining premium due or the policy i you
are paying by monthly instalments and have
made a claim.
For travel insurance we wont give any
reunds ater the initial 14 day period, even i
you have not travelled or made a claim.
caati at a
Well send you a renewal invitation 3 weeks
beore your renewal date. This will show yourrenewal premium and any changes to your
cover. I youve not chosen our continuous
payment option, you must contact us beore
your renewal date to maintain cover.
I youve chosen our continuous payment
option, well automatically renew your policy
beore it expires. I you dont want to renew,
simply contact us when you receive the
renewal invitation. As part of our renewal
process your debit or credit card provider will
tell us your new card number if they have
issued you with a new card.
I you renew, whether or not under the
continuous payment option, but then decide
to cancel, provided you tell us beore your
renewal date, well reund what youve paid in
ull. I you cancel ater your renewal date has
passed you will be charged in line with the
cancellation rules detailed above depending
upon whether it has been more than 14 days
since your policy has been renewed.
wat t d i i it at
xptd
We do all we can to give you a rst classpolicy and service. But there may be times
when you eel our service isnt up to scratch.
I this is the case, wed like to know so we
can put things right.
Please phone us:
Motor insurance: 0845 640 5266
Home insurance: 0845 640 5270
Travel insurance: 0845 640 5191
Pet insurance: 0845 600 4816
2 IMPorTAnT InForMATIon3
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or write to us (or motor, home or
travel insurance):
The Customer Relations Manager
LV=
County Gates
Bournemouth
BH1 2NF
or or pet insurance:
LV= Pet Insurance Complaints Department1000 Lakeside North Harbour
Western Road
Portsmouth
PO6 3FA
For more inormation please visit the
complaints section on our website:
.lv.m/tat/mpait/
maki-a-mpait
Please always quote your policy number to
help us take care o your complaint quickly.
I youd like to see a copy o our complaints
procedure, please ask.
I we cant resolve your complaint,
you can reer your complaint to the
Financial Ombudsman Service within
6 months o receiving our nal response
letter. Here are their contact details:
Pt
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
P
0800 023 4567 (ree or people phoning
rom a xed line, or example, a landline at
home) or
0300 123 9123 (ree or mobile-phone
users who pay a monthly charge or calls to
numbers starting 01 or 02)
emai
mpait.i@
faia-mdma..k
Making a complaint wont aect your right
to take legal action.
InsurAnce PreMIuMs
All premiums include insurance premium
tax where applicable. You may also have
to pay other taxes or costs, or example i
the premium is paid or reimbursed by an
employer it may be classed as a taxable
benet in kind. I so youll need to pay thistax or cost yoursel.
whAT hAPPens IFwe cAnT MeeT ourlIAbIlITIes?
I we cant meet our liabilities, you may be
able to claim rom the Financial Services
Compensation Scheme (FSCS). There are
dierent levels o compensation, depending
on what kind o insurance you have:
n compulsory insurance, such as thirdparty motor insurance, is covered or
100% o the claim
n non compulsory insurance, such as
home insurance, is covered or 90%
o the claim
You can get urther inormation rom:
Financial Services
Compensation Scheme
10th Floor
Beauort House
15 St Botolph StreetLondon EC3A 7QU
P
0800 678 1100 0207 741 4100
emai
how we useyour PersonAlInForMATIon
Data Ptti At 1998 ad
Ia Admiitati
This inormation explains how we may
use your details and tells you about the
systems we use that allow us to detectand prevent raudulent applications and
claims. The savings that we make help us
to keep premiums down.
How we may use your personal data is
controlled by the requirements o the Data
Protection Act 1998. Liverpool Victoria
Insurance Company Limited is registered or
the purpose o processing personal data.
Inormation provided to us may be held
on computer, paper le or other ormat,
whether or not you purchase a policy. Well
hold this inormation or a reasonabletime to ensure we have a clear and
complete history o insurance enquiries,
applications, policy records
and transactions.
We and our agents (eg service providers
that we have agreements with both within
and outside the European Economic Area)
may use this inormation (some o which
may be sensitive data) to process and
administer your insurance. It may also
be used or disclosed to regulators to
monitor and enorce our compliance with
any regulation. Occasionally, your personal
inormation may be disclosed to selected
third parties who are helping us improve
our service.
I you give us your credit card, debit
card or bank details we may use it to
automatically renew your insurance. Well
only do this where you say we can.
I your details have been obtained
through one o our anity associations
we may pass some o your inormation,
including policy details and ongoing
inormation, to that anity organisation
or membership, business analysis and
other relevant purposes.
I you move to a new insurer we may
conrm certain details about your
insurance to them. Well only do this iwere sure its a genuine request.
I we receive a request or policy
inormation by an individual other than the
policy holder well check that the policy
holder has given permission to do this.
We wont use sensitive personal data or
marketing purposes.
cdit sa ad Idtit k
We use inormation obtained rom credit
reerence agencies who will check the
details supplied against any database,
public or otherwise. This helps us to
conrm your identity, allows us to give
you a quote and decide which payment
options we can oer you, or example,
paying monthly.
Youll see a record o this Credit search
i you request a Credit Report. No other
organisation who may conduct credit
searches will be able to see it.
I we conduct an Identity check a record o
this will be retained by the credit reerence
agencies and may be provided to other
organisations to assist with verication
and identication purposes. Youll see a
record o this Identity check i you request
a Credit Report.
These searches wont aect your credit
record or credit rating in any way. You can
request your Credit Report rom any credit
reerence agency.
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