Please read the following terms of business carefully.
By asking us to quote for, arrange or handle your insurance, you are providing your informed agreement to these Terms of Business. We draw your particular attention to:
For your own benefit and protection, you should read these terms carefully.
If you are unsure about any aspect of our Terms of Business or have any questions regarding our relationship with you, please contact us at the above address.
Our Terms of Business make specific reference to ‘commercial’ and ‘consumer’ customers. For clarity:
You may be both a Commercial Customer and a Consumer Customer of Zego but whilst each individual insurance policy is being used you will be acting in the capacity of either a Commercial Customer or Consumer Customer.
As an example: Whilst delivering parcels on your scooter for your job with X provider you will be covered by H&R insurance and therefore will be a Commercial Customer. When you stop working and are driving home / driving for pleasure outside of working hours you will be covered by SD&P insurance and therefore will be a Consumer Customer.
Our role is to advise you and, after we have assessed your needs, to provide you with a personal recommendation explaining why the insurance product recommended best meets your requirement. Where we can offer the availability of an instalment facility in order to pay the insurance premium by regular payments, we do not offer advice or make personal recommendations in relation to this.
It is our intention to provide you with an exceptional level of customer service at all times, however, should you be unhappy with the Zego Service or have any cause for dissatisfaction we have a formal complaints procedure:
Who to contact in the first instance:
If you have a concern please contact us in the first instance as we may be able to resolve your complaint straight away for you. Tel: 020 3308 9800 Email: [email protected] Post: Extracover Limited, TechSpace Shoreditch, 25 Luke Street, London, EC2A 4AR.
Most Complaints can be resolved within 3 business days:
We endeavour to resolve all complaints within 3 business days. (A business day is defined as Monday to Friday, but excluding bank holidays)
Complaints that take longer than 3 business days to resolve:
If we have not been able to resolve your complaint to your satisfaction within 3 business days, we will keep you updated with progress and will provide you with a decision as quickly as possible. As a digital business, we resolve our complaints via telephone or e-mail but should you wish for another type of complaint resolution confirmation we would be more than happy to facilitate.
Next steps if you are still unhappy:
If you are not happy with the outcome of your complaint, you may be able to ask the Financial Ombudsman Service to review your case. You will need to contact them within 6 months of the date of which your complaint was closed and provide them with a reference number from Zego for your complaint.
You can also ask the ombudsman to review your case if you have not received a final decision within 8 weeks of us receiving your complaint. The service they provide is free and impartial. They can be contacted as follows: Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR Telephone: 08000 234567 (free on mobile phones and landlines) Email: [email protected] Website: www.financial-ombudsman.org.uk
We are covered by the Financial Services Compensation Scheme (FSCS) for our insurance mediation activities. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. If you are eligible to claim from the FSCS, compensation is available in relation to insurance advising and arranging as follows:
90% of the claim, without any upper limit; and
100% of the claim without any upper limit for:
Any commission we receive will be paid by the insurer or product provider from the insurance premium. We do not charge any additional fees (payable by you) for handling your insurance or arranging premium finance unless we have agreed these with you in advance
Depositing on your account and paying for Policies:
If you have in place a Zego account which works on a pay as you go credit basis:
If you take out an annual policy:
Insufficient Funds, Account Debts and Unpaid Policies:
If you have in place a Zego account which works on a pay as you go credit basis:
You are responsible if your account runs out of credit sufficient to pay for any Costs.
You are responsible if you don't update your credit/debit card details if they have changed or expired.
In the event there are insufficient funds in your account to pay for your costs you authorise us to deduct such sum from the credit card or debit card you have registered through the App to bring Your Account into credit.
When your Zego account goes below £5 credit for policies we will automatically charge your card in order bring the account back into credit.
If you are working an extended period and upon finishing your account goes into negative balance we will automatically charge your card in order to bring the account back into credit. These charges are in line with the above.
If for any other reason your account goes into negative balance we will automatically charge your card in order to bring the account back into credit.
The automatic credit amount will depend on the product. For Bicycle and Scooter, we will attempt to get your account back to a minimum of £10 credit and for car £20.
This automatic credit amount can be changed by yourself via the app at any point.
Any policy which you have taken out prior to negative balance (including those which may have put you into negative) will be valid however, until the balance is restored you will be unable to take out further policies.
We will attempt to charge your card 3 times over 96 hours.
If after 96 hours there is insufficient credit in Your Account and/or a credit card or debit card fails to work, you understand and agree that:
If you take out an annual policy:
Should you cancel your contract with Premium Credit you understand and agree that:
Zego has recourse against yourself as the Policy Holder for any outstanding amount which may be owed. As such, by cancelling your Premium Credit Agreement you will need to pay the outstanding amount owed to Zego. This is because:
If the amount owed is less than or equal to £50 you will be immediately liable to pay the debt.
By not paying the debt owed to Zego for cancelling your Premium Credit Contract you are in Breach of your Contract with Zego and Zego reserve the right to pursue litigation via the UK Court of Law.
Subject to your immediate settlement of any outstanding premiums and fees, you may instruct us to stop acting for you and we will not impose a penalty. Instructions must be clear and will be taken into immediate effect.
In circumstances where we feel we cannot continue providing services to you, we will contact you and attempt to rectify the situation on no less than two occasions.
In situations where the situation is not rectifiable we will inform you of our decision to end the business relationship and this will wind down during a discussed time frame dependent on the reason for termination.
Business will not be terminated without first informing you, the policy holder of the valid reason for termination.
Valid reasons for termination may include but are not limited to:
Unless otherwise agreed in writing, if our relationship ends, any transactions previously initiated will be completed according to these Terms of Business.
You will be liable to pay for any transactions concluded prior to the end of our relationship
If you are a consumer customer:
If you are a commercial customer:
You have a duty to give a fair presentation of risk to the insurer. This means that you should disclose every material circumstance relevant to the risk being insured following a reasonable search within your business to identify and verify such information.
This should include information which you and where applicable your senior management, persons responsible for arranging your insurance or other relevant third parties know or ought to know and should include all information that would influence the judgement of the insurer or that would put the insurer on notice that it needs to make further enquiries.
Examples of material circumstances are:
The information must be presented in a way which would be reasonably clear and accessible to a prudent insurer. If you are unsure whether to disclose any information you should speak to us. You need to take into account the size and complexity of your business, and allow yourself sufficient time before your renewal date to consider and / or assess your insurance requirements.
Failure to provide a ‘fair representation’ may result in a number of remedies by the insurer. If the breach was deliberate or reckless the insurer can void the contract and keep the premium. If the breach was not deliberate or reckless the insurer can void the contract, proportionately reduce a claim settlement or amend the insurance policy terms and conditions then review the merits of a claim on this basis.
For all customers:
It is your responsibility to keep us up to date on the following:
Failure to inform us of these changes could result in you being overcharged for which you would then be liable, or the invalidation of your cover.
From time to time we may agree with 3rd parties offering app or web-based platforms for delivery drivers (each an “Approved Platform”) that we will work with them to offer insurance to users of their service (“Approved Platform’s Service”), particularly in relation to users who wish to purchase Cover Periods of 1 hour or successions of 1 hour periods. We have the right to change these terms and conditions and we will always give you reasonable notice of any changes.
If you have an account with us and are the user of an Approved Platform you understand and agree to:
We reserve the right to inform any Approved Platform of any cancellation of insurance and any non-payment for cover.
In order to offer competitive insurance rates to you the consumer/commercial customer Zego reserve the right to use telematics / location services.
Where telematics/location services are integral to the administration of your insurance policies you understand that you will be required to enable location services to Zego for the duration of your use of our products.
Should you disable location services which are integral to your Policy you understand and agree that this would breach your contract with Zego and could result in the cancellation of your insurance and/or termination of your Zego account.
You should take note of the required procedures in the event of a claim, which will be explained in the policy documentation.
In the event of a claim you should contact us as soon as is reasonably possible by:
You agree to use best endeavours to provide our claims team with all information related to any claim affecting you or incident involving you that may affect a Policy.
It is your responsibility to report claims as soon as is reasonably possible.
All Promotions, terms relating to Promotions and queries relating to Promotions shall be determined by us in our absolute discretion.