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Before applying for travel insurance from Egg please make sure you read this customer agreement so you understand what's involved.
Egg Financial Intermediation Limited is authorised and regulated by the Financial Services Authority. Egg Financial Intermediation Ltd is classified as an independent intermediary. Egg Financial Intermediation Limited only offers the travel insurance product of AXA Insurance UK plc.
Egg Financial Intermediation Ltd will appear throughout this Customer agreement, and the travel insurance part of this website under the name Egg Insurance.
Where there is any inconsistency between this Customer Agreement and any product documentation, associated documentation, or other areas of the Egg Insurance site, this Customer Agreement will take precedence.
In this Customer Agreement, "we", "us", "our" and "Egg Insurance" are defined as Egg Financial Intermediation Limited, and "you" and "your" is defined as the person who completes the application form, or if more than one person applied, all of them. "Business day" means a day other than a Saturday, Sunday or Bank Holiday in England, and "linked supplier" means a company which provides products, benefits or services to you under an arrangement with us.
"Personal information" means the information described in section 8.1.
Egg is a member of the Citigroup Inc group of companies and references to "Group Companies" and "Group" are references to Citigroup Inc and its group of companies.
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1. Introduction
This Egg Insurance Customer Agreement sets out what we agree to do for you and what you agree to do for us regarding the Egg Insurance services as detailed in section 2 below. The services we provide under this agreement are for your personal use and for those named on your application only. We do not provide services for businesses, clubs, charities, trustees or other organisations.
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2. The services we provide
2.1 The terms of this Customer Agreement apply to the use of the travel insurance part of this website and the services which we provide on or through it ("our services"). These include:
The provision of information about general insurance; and the use of various tools designed to provide you with information to assist your decision making;
The facility to purchase travel insurance is provided by applying via this website or by telephone
2.2 The travel insurance part of our website provides information about travel insurance and tools are designed to help you manage this information. We try to ensure that our sources of information are reputable and that they take due care in preparing the information. However, we do not verify the information ourselves, and do not guarantee that it is correct. The tools held are designed solely to help you manage your insurances and requirements, and the available information about the products described on the site. We do not accept responsibility for any action you may take as a result of using the tools.
2.3 We try our best to ensure that our website is available for access 24 hours a day, 7 days a week.
However it may, on occasions, be necessary to close or suspend provision of any of the services on the website for the purposes of repair, maintenance or development.
Access to the website or operation of any of the services may be interrupted by circumstances beyond our control.
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3. Contacting each other
3.1 Details on how to contact us are available by clicking on the 'Contact us' button.
3.2 All instructions to buy insurance should be made by applying via this website or by using the Egg Insurance travel telephone number.
3.3 We may however contact you from time to time, by email, telephone or post, or by such other methods that may be developed.
3.4 The latest details you have given us, or we have given you will be used. We will tell you if any of our contact details change. We also need you to tell us if your name, address, telephone, email or any other details change. If you do not do this we may charge you any expenses we incur in tracing you.
3.5 In the case of several individuals being included/named on the insurance policy, we will send all correspondence including renewal information and other material that relates to the insurance by post to the principal insured party who is named first in the application form. The other individuals named will be bound by the contents. You agree that we can up-date our records using information given to us by any one of you about the other individuals included/named on the policy. You understand that information about each of you will be linked by credit reference agencies on their records. You agree that any one of you can give us consent, at any time in the future, for making credit reference and fraud checks on each of you.
3.6 If you contact us via email, you cannot assume that it has reached us until we return an email acknowledging receipt.
3.7 We may record telephone calls you make to us so that we have a record of your instructions. We may also listen to calls to help us monitor the quality of our service.
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4. Security
4.1 We are committed to maintaining high standards of security in relation to the information you give us and the business you transact using our service. To help us achieve this aim, we may establish security procedures with you either by post, telephone or the Internet. You must keep your security details and password secret.
4.2 If you make written records of any security details or password, you must disguise them so that they cannot easily be understood by anyone else.
4.3 You must make sure that your security details or password are not kept in any form (by browser or any other software) in such a way that users of any shared terminal can gain access to services specific to you.
4.4 You must notify us as soon as possible if:
You think that someone else knows your security details or password; You have forgotten your security details or password; or You think that someone else is trying to access your details. Until you do notify us, you will remain responsible for any instructions that we receive and act upon, even if it was not given by you. Normally, we will cancel and reverse any instructions which are placed after you have told us and will return to you any payments made.
We will do all that we reasonably can to prevent unauthorised access to our services and make sure that use of them is secure. We will also compensate you for any loss you suffer as a result of any failure of our own security systems. But, if we can show that you have acted fraudulently or have been negligent or have not kept your security details and password secret you will be responsible for all payments we make on your behalf and all losses you incur. We will have no other liability to you and you should bear in mind that we are not responsible for any problems that may arise in the operation of your insurance.
4.5 We can ask you to confirm instructions in writing if we feel this is appropriate.
4.6 We can refuse to act on an instruction if for any reason we think it was not given by you, was not clear, might cause us to breach a law or contractual duty, or we think your insurance is being used for an illegal purpose.
4.7 All of the transactional facilities and some of the tools on the website are subject to security.
4.8 When you use our services you must ensure that your computer and modem comply with any requirements we tell you about from time to time. You must also follow any procedures and instructions contained in any user guide we give to you or contained in our Internet website.
4.9 You will tell us as soon as you can if you find any failure, delay or error in our services, especially in the sending or receiving of instructions. Our records of your Internet instructions will be conclusive unless there is a clear mistake.
4.10 Our services are intended for customers in the UK. Accessing the services from outside the UK may be against the law in the country concerned and is not permitted. Products/services featured on the website does not amount to an invitation to customers outside the UK to purchase products.
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5. Buying insurance
5.1. We will enable you to purchase insurance products by applying via this website or by telephoning us via the travel insurance telephone number. In doing so, we act on your behalf and we do not accept responsibility for any error on the part of the insurance provider.
5.2 We do not take responsibility for checking your instructions, or for any error which you may make. Instructions cannot be cancelled once they have been given to us.
5.3 The terms applying to the contract in relation to a particular insurance product are set out in the policy wording for the product concerned.
5.4 You must check your schedule and Certificate of Insurance carefully. If you discover any errors you must contact the insurance provider immediately.
5.5 We may include messages on your documents to tell you about changes to this Customer agreement.
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6. Our liability to you
6.1 If we do not carry out your instructions or do so late or incorrectly we will be liable for any loss, injury or damage resulting directly from our error, except for condition 6.2 below. We will not be liable for any indirect loss or losses we could not have reasonably expected to occur.
6.2 We will not be liable to you if we do not act on your instructions for any reason set out in this Agreement or if we cannot carry out our responsibilities to you because of something that we cannot reasonably control.
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7. Cessation of business
7.1 We may cease to provide our services and deny access to our services immediately if at any time we find that:
You have given us false information in connection with our services, for example, false details in your application form;
Our services are being or have been used illegally (by you or someone else) or are being accessed from outside the UK or;
You have been in serious or persistent breach of this Customer agreement.
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8. Use and disclosure of personal information
8.1 So that we can provide products and services designed specially for you, we will collect and review all the information ("Personal information") which:- you give to us, to other Egg/Group companies and to linked suppliers;
- or which we, other Egg/Group companies and linked suppliers obtain about you personally in connection with this Agreement and any accounts or products and services you take from us.
This is to help us develop and maintain an up-to-date picture of you as an individual, which we and other Group companies can use to keep you informed about other products, services and special offers (including those supplied by third parties) which we or they think might interest you. We may tell you about these using a range of methods, including post, fax and electronic communications, such as the telephone, SMS, email. Please tell us if you prefer not to receive information about other products or services or you do not want other Group companies to be given your Personal Information. The information we collect (using a range of methods including cookies and similar tracking devices) will include information about how you manage and use your accounts, including the type of purchases you make from your accounts (whether by a card, Direct Debit or in any other way) and payments which are made into your accounts. This information will include the name of the payer (for example, your employer) and the supplier (for example, a shop) and the general nature of the goods and services paid for. We obtain this information automatically as part of operating your accounts. If you do not want us to have it, you should consider an alternative to using your Account. If you operate your Account by Internet, we also use cookies (small pieces of information which we send to your computer) and web logs (information about how you use our website) to improve the security of our service and obtain information. For more details about cookies and web logs, see the
security and privacy pages.
Please note: The following paragraph applies to customers who opened an account before 13 February 2004.
This is to help us develop and maintain an up-to-date picture of you as an individual, which we and other Egg companies can use to keep you informed about other products and services (including those supplied by third parties) which we or they think might interest you. Please tell us if you prefer not to receive information about other products or services or you do not want other Egg companies to be given your Personal Information. The information we collect will include information about how you manage and use your Egg products and services including the type of purchases you make from your accounts (whether by a card, Direct Debit or in any other way) and payments which are made in to your accounts. This information will include the name of the payer (for example your employer) and the supplier (for example a shop) and the general nature of the goods and services paid for. We obtain this information automatically as part of operating your accounts. If you do not want us to have it, you should consider an alternative to using your account. If you operate your account by Internet, we also use cookies (small pieces of information which we send to your computer) to improve the security of our service and obtain information. You can find further information about cookies on the security pages of egg.com. This information may also include sensitive information about you, such as information about your health or a criminal conviction you might have. This information is necessary for processing your application, administering any product you take from us, underwriting, assessment purposes and dealing with any claims you might have.
8.2 We will hold and process your Personal information and disclose it to other Group companies for them to use:
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for assessment and statistical analysis for our or their business;
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for the purposes set out in Condition 8.1 (Group companies will only do this if you have agreed that they can);
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and for considering any application you may make to us or them and for this purpose we may share your Personal information with non-Egg divisions of Egg Banking plc.
8.3 We and other Group companies may disclose your Personal information:
- to credit reference and fraud prevention agencies or registers. We will make searches of your details with credit reference and fraud prevention agencies when we consider your application. If false or inaccurate information is provided and fraud is identified, details will be passed to fraud prevention agencies. Law enforcement agencies may access and use this information. We will also give details of how you manage your account to credit reference agencies. (We do not use credit reference agencies in connection with applications for, or the management of, savings products). The information that we give to fraud prevention and credit reference agencies will be recorded by them and shared with other organisations. Organisations access and use the information recorded with fraud prevention agencies to prevent fraud and money laundering, for example when checking details on applications for credit and credit related or other facilities, managing credit and credit related accounts or facilities, recovering debt, checking details on proposals and claims for all types of insurance and checking details of job applicants and employees. You can ask us for details of the fraud prevention agencies we use and can find out more about how credit reference agencies use information in the Frequently Asked Questions section on www.egg.com. The fraud prevention agencies' records can also be accessed and used by organisations in other countries;
- to our insurers, sub-contractors and persons acting as our agents who have agreed to keep your Personal information strictly confidential;
- to insurance providers if necessary in connection with dealings on your behalf;
- to linked suppliers to the extent that they need your Personal information to provide additional benefits or services to you;
- to any bank, financial institution or company to whom we may assign or transfer our rights and/or duties under this Agreement
- with your consent;
- if we are required or permitted to do so by law; and
- if you are a joint applicant, to any other applicant.
8.4 We may transfer your Personal information to a Group company, linked supplier or sub-contractor or person acting as our agent in another country so long as they agree that your personal information will receive the same levels of protection as we are required to give it in the UK.
8.5 Some of our decisions are automated, based on information we hold about you. If you would like us to review a decision we have made about you (whether or not automated), please let us know within 21 days of being notified of a decision we have made about you.
8.6 Under the Data Protection Act you are entitled to a copy of your Personal Information held by us on payment of a fee.
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9. Changes to this agreement
9.1 We reserve the right to amend the terms and conditions of this contract to make them fair to you or more easily understandable, to correct a mistake (provided that this correction would not adversely affect your rights), or to cover a development in, or the introduction of new products or services. We may also change our terms for any of the following reasons:
To reflect a change in market conditions or practise;
To reflect a change in the law, any regulation or code of practice (or the way in which they are to be applied);
To reflect a change in technology;
To cover a development or change in our services or in the facilities which we provide;
To ensure the good management or competitiveness of our business;
For any other valid reason.
Changes to this Customer Agreement will be notified to you via the website and you will be treated as accepting them on the first occasion when you visit the website after details of the change have been released.
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10. General information
10.1 These terms and conditions are governed by the law of England and Wales. We are authorised and regulated by the Financial Services Authority for the purposes of the conduct of general insurance business.
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11. Eligibility
11.1 To transact on the Egg Insurance website, you must be 18 years of age or over and a UK resident.
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12. Complaints
12.1 Should you have reason to complain about any aspect of our service, please contact our complaints handling team, giving us many details as possible using the 'Contact us' button. We will attempt to acknowledge your complaint within 2 business days, while conducting a thorough investigation into the circumstances.
12.2 We aim to resolve the majority of complaints within 20 business days, however, there may be some complaints involving complex circumstances that require an extended period of investigation. If this is likely to occur, we will notify at the 20 day stage informing you of our progress and when you could expect our final response.
12.3 If you wish register a complaint, please contact us:
Write to: Customer Relations Office,
Egg Banking plc,
Pride Park,
Derby
DE99 3GG.
Telephone:08451 233 233
email:complaints@egg.com
Please note that this will not be a secure e-mail and you should not disclose any account specific information such as account numbers or passwords.
If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.
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13. Default of payment
13.1 If cover has been confirmed, but your payment defaults, we reserve the right to arrange for the policy to be cancelled.
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14. Claims
14.1 If you should have a claim, it should be notified to us immediately via the dedicated Claims Handling team.
14.2 Should be dissatisfied with our handling of the your claim, please contact us providing details of the claim and reasons for you dissatisfaction. (See section 12 above for the complaints handling procedure).
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