Best Mortgage Insurance - Policy Booklet
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Best Mortgage Insurance Policy Booklet Protection When You Need It Most… Page 1 of 29
INDEX Section One – Introduction Page 3 Section Two – Definitions Page 4 Section Three – The Insurance Contract Page 7 Section Four – Eligibility Page 9 Section Five - Disability Cover Page 10 Section Six - Unemployment Cover Page 12 Section Seven - Carer Cover Page 15 Section Eight - Back to work Assistance Page 17 Section Nine - Premium and Termination of Insurance Page 18 Section Ten- Changes Page 20 Section Eleven - How to make a Claim Page 23 Section Twelve - Customer Service Page 26 Section Thirteen – Financial Services Compensation Scheme Page 28 Protection When You Need It Most… Page 2 of 29
SECTION ONE INTRODUCTION This policy wording explains the benefits, terms and exclusions of Best Mortgage Insurance and shows that provided you are eligible and have paid the monthly insurance premium you are covered. Please read this policy wording and your schedule carefully and make sure you are eligible (please see Section 4 Eligibility), that Best Mortgage Insurance meets your needs, and that you know what Best Mortgage Insurance does and does not cover. Cooling-off Period We hope that you will be happy with Best Mortgage Insurance. However, if Best Mortgage Insurance does not meet your needs you have 30 days from the date you received your policy documents to cancel Best Mortgage Insurance. If you wish to cancel or you have any queries regarding Best Mortgage Insurance, please call Best Insurance on: 0330 330 9465. For your protection calls may be recorded and may be monitored. Protection When You Need It Most… Page 3 of 29
SECTION TWO Contract worker
Employed on a contract for a
DEFINITIONS specific term or undertaking.
In Best Mortgage Insurance, the Disability
following words and phrases have • Any accident or sickness which
the meaning given next to them. happens after the start date
These words and phrases will be in which stops you from working
bold wherever they appear. in your employment and is
certified by a doctor.
Active Employment • Any complication of pregnancy
Carrying out the usual activities of which is diagnosed by a doctor
working in your employment. or consultant who specialises
in obstetrics which happens
Best Insurance after the start date which
A trading name of Best Risk stops you from working in
Management and Financial your employment and is
Services Limited. certified by a doctor.
Carer / caring We will not classify as disability,
You look after a member of your normal pregnancy (including
immediate family on a full-time multiple pregnancy) or childbirth,
basis and have completed a including delivery by Caesarean
carer’s allowance claim pack and section or any other medically or
are either in receipt of or awaiting surgically assisted delivery which
a carer’s allowance from the does not cause medical
Department for work and complications.
Pensions.
Doctor
Carer’s Allowance A medical practitioner who is
A taxable benefit paid by the registered with the General
Department for Work and Medical Council in the UK, and is
Pensions to an informal Carer. not you, your spouse, your
partner or a relative.
Cigna Insurance Services
Cigna Insurance Services (Europe) Employed/employment/work
Limited. Permanent paid employment,
including self-employment or as a
Protection When You Need It Most… Page 4 of 29contract worker, of at least 16 Maximum Monthly Benefits
hours per week. The total number of 12 monthly
benefits paid in respect of one
Gross Monthly Income claim.
• If you are an employee, your
average monthly gross taxable Month
earnings for the 12 months Any 30 day period.
immediately preceding the
start date, the date of any Monthly Benefit/Benefit
subsequent increase in The amount shown on your
monthly benefit, or the start schedule, up to 60% of your gross
date of a claim. monthly income or £2000,
• If you are self-employed, the whichever is the lesser.
monthly average of the annual
income you declared to HM Mortgage
Revenue & Customs on your A residential new mortgage or re-
self-assessment return for the mortgage secured on the property
tax year preceding the start you occupy.
date, the date of any
subsequent increase in Normal Pregnancy
monthly benefit, or the start Symptoms or a combination of
date of a claim. minor symptoms, which usually
accompany pregnancy and which
If you have been working for less are generally of a minor and/or
than 12 months on the start date temporary nature which do not
the average will be based on the represent a medical hazard to
number of months you have mother or baby.
worked.
Self-employed/self-employment
Immediate Family Carrying on a business in the
Your spouse, civil partner, live in United Kingdom alone or as a
partner, children, brother, sister partner in a partnership,
and parents. controlling a company by having
the majority of voting rights in that
Insurer, our, us, we company either alone or with
CIGNA Europe Insurance Company others, or working for a company
S.A.-N.V. in which a person who is a
member of your immediate
Protection When You Need It Most… Page 5 of 29family has control (either alone or with others) over the company. Start Date The date Best Mortgage Insurance commences, (provided this is no earlier than 30 days before and no later than 30 days after the completion date of your mortgage) , as shown on your schedule. Temporary Work Employment for an indefinite period which is not intended to be permanent. Employment of this nature via an employment agency is considered to be temporary work. Unemployed/unemployment Being out of work, registered as unemployed with Jobcentre Plus (in Great Britain), or the equivalent government agency in Northern Ireland. You must be available and actively looking for employment. Waiting Period The 30 consecutive days of disability, unemployment or being a carer, which you have to wait before your entitlement to benefit. You, your, insured person The insured person named on your schedule. Protection When You Need It Most… Page 6 of 29
SECTION THREE THE INSURANCE CONTRACT The Best Mortgage Insurance policy is a legal contract between you and us. The policy wording, your schedule and any endorsements make one document and you should read them together. We will provide the cover set out in this policy, provided you pay the premium and meet all the conditions. The laws of England and Wales, Scotland and Northern Ireland allow us both to choose the law which will apply to this contract. We have chosen Scottish law to apply if you live in Scotland and the law of England and Wales to apply if you live elsewhere in the United Kingdom. The language used in this policy and any communications relating to it will be in English. The insurer is CIGNA Europe Insurance Company S.A.-N.V. UK Branch Chancery House, St Nicholas Way, Sutton, Surrey SM1 1JB. Registered in Belgium with limited liability (Brussels trade register no. 0474624562), Avenue de Cortenbergh 52, 1000 Brussels, Belgium. Subject to the prudential supervision of the National Bank of Belgium, Boulevard de Berlaimont 14, 1000 Brussels (Belgium) and to the supervision of the Financial Services and Markets Authority (FSMA), rue du Congrès 12-14, 1000 Brussels (Belgium), in the field of consumer protection and subject to limited regulation by the Financial Conduct Authority. Details of the extent of our regulation by the Financial Conduct Authority are available on request. Best Mortgage Insurance is managed and claims are administered on behalf of the insurer by Cigna Insurance Services (Europe) Limited. Cigna Insurance Services (Europe) Limited is registered in England & Wales No. 4617110, Registered Office: Chancery House, St Nicholas Way, Sutton, Surrey SM1 1JB. Cigna Insurance Services (Europe) Limited is authorised and regulated by the Financial Conduct Authority. The policy is issued and administered on behalf of Cigna Insurance Services by Best Insurance which is a trading name of Best Risk Management and Financial Services Limited who are authorised and regulated by the Financial Conducts Authority (FCA registration number 583497). Registered office is Protection When You Need It Most… Page 7 of 29
Gemini Business Centre, 136-140, Old Shoreham Road, Hove BN3 7BD (Registered No. 07095571). Best Mortgage Insurance is issued for an initial period of three months from the Start Date and will automatically continue from the fourth month and each subsequent month, on payment of each month’s premium as it falls due until cover under your policy terminates or is cancelled, as described in Section 9. Protection When You Need It Most… Page 8 of 29
SECTION FOUR
ELIGIBILITY
You are eligible for Best Mortgage
Insurance provided that on the
start date of the policy you:
• have a mortgage, or a
mortgage offer from a
lender;
• are aged 18 or over and
under 65;
• are living and working
permanently in the United
Kingdom;
• are in employment; and
• are not aware of any
impending unemployment,
whether or not you have
received official notice, and
your employer has not
announced any job losses,
departmental or company
restructure, or a merger with
another company.
If you are a contract worker you
are still eligible for cover however
exclusion (v) in Section 6 may
apply.
Protection When You Need It Most… Page 9 of 29SECTION FIVE If there are less than three
consecutive months of active
DISABILITY COVER employment between two periods
of disability, we will classify those
What we will cover: two periods as one continuous
If you cannot work for at least 30 period of disability and pay up to
days in a row, because of an aggregate of the maximum
disability, an amount equal to monthly benefits in total. We will
1/30th of the monthly benefit will not pay benefit for the time you
become payable for each day of were working between the two
your disability. periods. Only one waiting period
will be applied.
Benefit will be paid until:
• you return to active For example
employment;
• we have paid the maximum Customer B has received three
monthly benefits; or monthly benefits and returned to
• cover ends as described in work, but within three month’s
Section 9; whichever happens they are unable to work again due
first. to disability, either the same cause
or a new one. This is treated as a
Benefit will be paid on a monthly continuation of the previous claim.
basis if you have been off work for They will not have to go through
a full month. If you return to work the waiting period before benefits
before a full month has passed, become payable again. As they
we will pay you an amount equal have already received three
to 1/30th of the monthly benefit monthly benefits for the earlier
for each day you have been off period, the maximum payable for
work up until the day you return the second period will be nine
to work. monthly benefits.
For example
If a period of disability is
Customer A has selected a monthly immediately followed by a period
benefit of £500, and was unable to of unemployment or caring or a
work for 105 days due to sickness. period of unemployment or
They would receive benefits for caring is immediately followed by
105 days, totalling £1,750. a period of disability, we will
classify these two periods as one
Protection When You Need It Most… Page 10 of 29continuous claim and pay up to an back within 12 months after
aggregate of the maximum the start date;
monthly benefits in total. Only
one waiting period will be applied. iii) which is a result of
intentional self-inflicted
After the maximum monthly injuries;
benefits have been paid for any
period of disability, further claims iv) which is a result of taking
for disability will only be alcohol or drugs, (unless
considered under the following they are taken under the
circumstances: direction of a doctor and
are not for the treatment of
• If the reason for claiming is as a drug addiction);
result of the same cause, there
must have first been six v) as a result of you being
month’s active employment. detained in prison under the
• If the reason for claiming is as a direction of a court of law.
result of a new cause, there (This will not apply if you are
must have first been one later acquitted.); or
month’s active employment.
vi) arising from war (whether
You cannot claim for disability declared or not), military
and unemployment or caring at duty in peacekeeping
the same time. operations outside the
United Kingdom, invasion,
What we will not cover: riot as an active participant,
Best Mortgage Insurance does not revolution or any similar
cover any period of disability: event.
i) which occurred before the
start date;
ii) as a result of any medical
condition for which
treatment had been given or
diagnosis had been made or
investigations commenced
during the 12 months
immediately before the
start date and which comes
Protection When You Need It Most… Page 11 of 29SECTION SIX We will not classify as
unemployment any period for
UNEMPLOYMENT COVER which you receive payment instead
of working your notice (i.e.
What we will cover: payment in lieu of notice). After
If you become unemployed and this period, you then have to be
cannot work for at least 30 days in unemployed for the waiting
a row, an amount equal to 1/30th period before you will be able to
of the monthly benefit will make a claim.
become payable for each day of
your unemployment. If there are less than three
consecutive months of
Benefit will be paid until: employment between two periods
• You return to work; of unemployment, we will classify
• We have paid the maximum those two periods as one
monthly benefits; or continuous period of
• cover ends as described in unemployment and pay up to an
Section 9; whichever happens aggregate of the maximum
first. monthly benefits in total. We will
not pay benefit for the time you
Benefit will be paid on a monthly were working between the two
basis if you have been off work for periods. Only one waiting period
a full month. If you return to will be applied.
work before a full month has
passed, we will pay you an amount For example:
equal to 1/30th of the monthly Customer B has received two
benefit for each day you have monthly benefits and returned to
been off work up until the day you work, but within three months they
return to work. become unemployed again. This is
treated as a continuation of the
For example: previous claim. They will not have
Customer A selected a monthly to go through the waiting period
benefit of £500, and was before benefits become payable
unemployed for 75 days. They again. As they have already
would receive benefits for 75 days, received two monthly benefits for
totalling £1,250. the earlier period, the maximum
payable for the second period will
be ten monthly benefits.
Protection When You Need It Most… Page 12 of 29If a period of unemployment is received from all jobs before your
immediately followed by a period claim.
of disability or caring or a period
of disability or caring is What we will not cover:
immediately followed by a period Best Mortgage Insurance does not
of unemployment, we will classify cover any period of
these two periods as one unemployment:
continuous claim and pay up to an
aggregate of the maximum (i) which occurred before the
monthly benefits in total. Only start date;
one waiting period will be applied.
(ii) if you were not in
After the maximum monthly employment for six
benefits have been paid for any consecutive months prior to
period of unemployment or your first unemployment
caring, further claims for claim;
unemployment or caring will only
be considered if there has first (iii) which you knew to be
been six consecutive months impending at the start date,
employment. whether or not you had
received official notice;
You cannot claim for disability
and unemployment or caring at (iv) which arises from any
the same time. programme of job losses,
any departmental or
If during a claim for company restructure, or
unemployment you take merger with another
temporary work, your claim will company, announced by
be suspended for the period of your employer before the
temporary work. start date;
If you qualify for an (v) If you are a contract
unemployment claim but worker and:
continue to work part-time you will • your contract ends
be entitled to a proportion of your before its natural expiry
monthly benefit. We work this date; benefit will not be
out according to the proportions of paid for any period
your average gross income beyond the date your
contract would have
Protection When You Need It Most… Page 13 of 29otherwise naturally detained in prison under the
expired; or which arises direction of a court of law.
from the natural expiry (This exclusion will not apply
date of your contract if you are later acquitted.);
unless;
• immediately prior to (xi) as a result of any medical
your claim, you have condition for which
been employed on a treatment had been given or
fixed term contract with diagnosis had been made or
the same employer for a investigations commenced
period of 24 consecutive during the 12 months
months or more; or immediately before the start
• immediately prior to the date and which comes back
commencement of your within 12 months after the
fixed-term contract, you start date;
were employed on a
permanent basis by the (xii) which is a result of
same employer; intentional self-inflicted
injuries;
(vi) which results from you
voluntarily leaving your (xiii) which is a result of taking
employment unless as a alcohol or drugs, (unless they
result of constructive are taken under the direction
dismissal; of a doctor and are not for
the treatment of drug
(vii) due to a normal or seasonal addiction); or
occurrence or which is a
regular feature of your (xiv) arising from war (whether
employment; declared or not), military duty
in peacekeeping operations
(viii) after a period of casual, outside the United Kingdom,
temporary or occasional invasion, riot as an active
work; participant, revolution or any
similar event.
(ix) which results from
misconduct leading to your
dismissal;
(x) as a result of you being
Protection When You Need It Most… Page 14 of 29SECTION SEVEN periods. Only one waiting period
will be applied.
CARER COVER
If a period of caring is immediately
What we will cover: followed by a period of disability
If you voluntarily leave your work or unemployment or a period of
to become a carer for at least 30 disability or unemployment is
days in a row, we will pay an immediately followed by a period
amount equal to 1/30th of the of caring, we will classify these two
monthly benefit for each day you periods as one continuous claim
are a carer. and pay up to an aggregate of the
maximum monthly benefits in
Benefit will be paid until; total. Only one waiting period will
• You cease to be a carer; be applied.
• We have paid the maximum
monthly benefits; or After the maximum monthly
• cover ends as described in benefits have been paid for any
Section 9; whichever happens period of caring or
first. unemployment, further claims for
caring or unemployment will only
Benefit will be paid on a monthly be considered if there has first
basis if you have been a carer for been six consecutive months
a full month. If you cease to be a employment.
carer before a full month has
passed, we will pay you an amount You cannot claim for disability
equal to 1/30th of the monthly and unemployment or for caring
benefit for each day you have at the same time.
been a carer.
What we will not cover:
If there are less than three Best Mortgage Insurance does not
consecutive months of cover any period of being a carer:
employment between two periods
of caring, we will classify those two i) if at the start date we
periods as one continuous period reasonably believe you were
of caring and pay up to an aware of the need, or likely
aggregate of the maximum need at any time in the
monthly benefits in total. We will future, for a member of
not pay benefit for the time you your immediate family to
were working between the two require a carer;
Protection When You Need It Most… Page 15 of 29ii) where the person you are
caring for is not a member
of your immediate family;
or
iii) arising from war (whether
declared or not), invasion,
riot as an active participant,
revolution or any similar
event.
Protection When You Need It Most… Page 16 of 29SECTION EIGHT BACK TO WORK ASSISTANCE The benefits of Best Mortgage Insurance include an unemployment telephone assistance service. This service is provided by an independent team of expert advisers. It is completely confidential and calls will not be recorded. The costs of this service will be met by us. This service provides: • Telephone advice and a “Back to work” guide containing practical help and guidance on job seeking, CV preparation and interview techniques. • Access to a job vacancy database that is updated daily with jobs that are not necessarily advertised. In the event that we accept a claim under Section 6 Unemployment cover, we will then arrange for an adviser to contact you. Protection When You Need It Most… Page 17 of 29
SECTION NINE date it is due.
PREMIUM AND TERMINATION OF (iv) In the event of fraud, we may
INSURANCE cancel your Best Mortgage
Insurance immediately and no
Premium refund of premiums will be
given.
Your premium is payable monthly
(v) We may cancel Best Mortgage
and collected by Best Insurance
Insurance by Best Insurance
by direct debit.
giving you 90 days' notice in
writing at your last known
Cancellation of your insurance
address. If we do, any
premium you have paid for the
(i) Your cover and entitlement
period after the cancellation
to benefit will end
date will be refunded. It may
automatically as soon as one
become necessary for us to
of the following occurs:
cancel your Best Mortgage
• You retire from Insurance due to:
employment;
• You reach the age of 65; or • You failing to provide any
• You die. material information that we
. ask for in your application
(ii) You may cancel Best Mortgage for Best Mortgage Insurance
Insurance by giving Best or in relation to any claim,
Insurance 14 days' notice in • any actual or predicted legal
writing at Best Insurance, or regulatory requirement,
Gemini Business Centre, 136- • an actual or projected
140, Old Shoreham Road, Hove unforeseen increase in
BN3 7BD. You may be entitled claims under all policies of
to a refund of any premium the same type issued by us,
you have paid for the period or
after the cancellation date • an unforeseen event that
provided you have not made a prevents us from continuing
claim to provide, or Best
Insurance or Cigna
(iii) Your Best Mortgage Insurance Insurance Services
will end automatically if you do continuing to administer,
not pay your premium on the Best Mortgage Insurance.
Protection When You Need It Most… Page 18 of 29If your Best Mortgage Insurance is cancelled due to (i) above, no claim payments will be made after the date of cancellation. If your Best Mortgage Insurance is cancelled due to (ii), (iii) or (v) above, claim payments will be made for any valid claim which occurs before the cancellation date. Protection When You Need It Most… Page 19 of 29
SECTION TEN How you can change your
Monthly Benefit:
CHANGES The monthly benefit may be
amended by contacting Best
How we can change Best Insurance on 0330 330 9465, you
Mortgage Insurance: will then be sent an amendment
We will periodically review form to complete. For your
premium rates and policy terms protection calls may be recorded
and have the right to amend them and may be monitored. Providing
to reflect: we accept your application, the
change will take effect from the
• the actual or projected date we accept the amendment,
increases or reductions in provided that you are not receiving
the claims experience from monthly benefit under Best
all of the policies of the Mortgage Insurance or you are
same type issued by us, aware of any impending claim.
• changes in the general law
or to the decisions of the What we will not cover following
Financial Ombudsman an increase in Monthly Benefits:
Service, or The following additional exclusions
• to meet regulatory will apply to the increase in
requirements or to reflect monthly benefit:
new industry guidance and
codes of practice which are Section 5 Disability cover and
there to raise standards of Section 6 Unemployment cover
consumer protection. We will not pay the increase in
monthly benefit for any claim
We will give you notice of any caused by or resulting from any
changes that We have to make by medical condition:
giving you at least 90 days written
notice at your last known address. • which you knew about on or
before the date you applied
If we make any alterations and you for the increase; or
are unhappy with those changes, • for which treatment had been
you can cancel your Best given or diagnosis had been
Mortgage Insurance as set out in made or investigations
Cancellation of your insurance (ii) commenced during the 12
above. months immediately before
the date you applied for the
Protection When You Need It Most… Page 20 of 29increase and which comes member of your immediate
back within 12 months after family requiring a carer was
the date you applied for the due to or caused by an
increase. unforeseen event happening
after the date you applied for
Section 6 Unemployment cover the increase).
We will not pay the increase in
monthly benefit for any If your monthly benefit exceeds
unemployment claim where: your monthly mortgage
repayment and related outgoings,
• Your employment ends within then any payments made under
120 days of the date you Best Mortgage Insurance may
applied for the increase; or affect your entitlement to certain
• You knew the unemployment State benefits. Your local Job
to be impending at the date centre Plus will be able to provide
you applied for the increase, you with more details; or go to
whether or not you had https://www.gov.uk/benefits-
received official notice. adviser.
Section 7 Carer cover
We will not pay the increase in Telling us about changes in your
monthly benefit for any caring circumstances:
claim where: Please tell Best Insurance if any of
your circumstances change which
• on or before the date you may affect your Best Mortgage
applied for the increase we Insurance.
reasonably believe you were
aware of the need, or likely Examples of some changes you
need at any time in the future, should tell Best Insurance about
for a member of your are:
immediate family to require a
carer; or • If your employment status
• within the first 120 days of the changes
date you applied for the • If you change address
increase you apply for a carer’s
allowance, or are notified of If you no longer have a mortgage,
receipt of a carer’s allowance you can keep Best Mortgage
(This exclusion will not be Insurance, to provide you with an
applied if the condition of the income when you can not work
Protection When You Need It Most… Page 21 of 29through disability, unemployment or you need to be a carer. Please note that this is not a complete list. If you are not sure whether you need to tell Best Insurance about a change in circumstances, tell Best Insurance anyway. Protection When You Need It Most… Page 22 of 29
SECTION ELEVEN • You are registered as
unemployed with Jobcentre
HOW TO MAKE A CLAIM Plus (in Great Britain), or the
equivalent government agency
If you need to make a claim, please in Northern Ireland. You must
call Cigna Insurance Services on be available and actively looking
0844 209 8764. For your for employment.
protection calls may be recorded
and may be monitored. We will We may also require the name and
take the details of your claim and address of your accountant, if you
advise you of the next steps. have one.
Please have your policy number
If you are a carer making a claim,
available when you call.
We need satisfactory proof that
For a disability claim your doctor you are required to look after a
will need to provide details. The member of your immediate
start date of your claim will be the family, that you have completed a
date your doctor has certified you carer’s allowance claim pack and
as unfit for work. are either in receipt of or awaiting
a carer’s allowance.
For an unemployment claim you
should register with Jobcentre Plus • We may ask you to provide
as soon as you become copies of your mortgage
unemployed. The start date of documents that show when
your claim will be the date you your mortgage started.
have registered with the Jobcentre
• Correspondence should be
Plus as being unemployed.
sent to Cigna Insurance
If you are self-employed, or are Services, 1 Drake Circus,
an employee who has a controlling Plymouth PL1 1QH.
interest in the company which is
employing you, and you are • When making a claim any
making an unemployment claim, reasonable proof required
you must provide proof that: must be provided at your
expense.
• You have involuntarily ceased
trading and declared this to HM • We reserve the right to make
Revenue & Customs. You will any enquiries relating to your
be required to supply a copy of claim, contact your employers
this notification to us, and or ask you to undergo an
independent medical
Protection When You Need It Most… Page 23 of 29examination at our expense. Should you make any claim which
is false or fraudulent in any
• All claim payments will be respect, you will forfeit all rights
made to your bank account. under Best Mortgage Insurance,
• If you or your partner are which will be cancelled from the
eligible for any State benefit start date of the claim. Any monies
to assist with your mortgage paid to you will be recovered and
interest payments, you no refund of premium will be
should advise Jobcentre Plus made.
if you are also claiming under
Best Mortgage Insurance. Over Insurance
We may ask you to provide the
Any other state benefit you following:
receive may be affected if
your monthly benefit under • If you are an employee - salary
Best Mortgage Insurance slips or a P60 tax document.
exceeds your monthly • If you are self-employed - bank
mortgage repayment and statements or your accounts.
mortgage related outgoings.
your local Jobcentre Plus will In order to confirm your monthly
be able to provide you with benefit does not exceed 60% of
more details or go to: your gross monthly income. In
https://www.gov.uk/benefits- the event your monthly benefit
adviser. does exceed 60% of your gross
monthly income, the benefit
When you tell us about payable will be reduced
circumstances which may or may proportionately. You will receive a
not give rise to a claim, the proportionate refund of premium.
information on your application
form and any other information Other Insurances
you provide relating to these We may ask you to provide details
circumstances, will be put onto a of other income, repayment or
register of claims, through which payment protection insurance
insurers share such information to policies under which you may also
prevent fraudulent claims. A list of be claiming disability,
participants and the name and unemployment or carer benefits.
address of the operator are In these circumstances the
available from Cigna Insurance monthly benefit will be reduced
Services on request. so that the total benefits paid,
Protection When You Need It Most… Page 24 of 29under all such insurances do not exceed 60% of your gross monthly income. You will receive a proportionate refund of premium. Protection When You Need It Most… Page 25 of 29
SECTION TWELVE Plymouth, PL1 1QH
Telephone: 0844 4124683.
CUSTOMER SERVICE E.mail:
You have the right to expect the customerrelations.plymouth@cig
best possible service and support. nainsurance.co.uk
If Best Insurance or Cigna
Insurance Services has not For your protection calls may be
delivered the service that you recorded and may be monitored.
expected or you are concerned
with the service provided, Best What to do if you are still not
Insurance or Cigna Insurance satisfied:
Services would like the If you are still not satisfied then
opportunity to put things right. If you may be able to refer your
you feel we have fallen short of complaint to the Financial
our standards, please contact Best Ombudsman Service. You must
Insurance or Cigna Insurance approach the Financial
Services. Ombudsman Service within six
months of our final response to
Best Insurance is responsible for your complaint. We will remind
complaints arising out of the issue you of the time limits in the final
and administration of the policy. response.
Cigna Insurance Services is
responsible for complaints arising Financial Ombudsman Service
out of the policy itself and the Exchange Tower
administration of claims. Harbour Exchange Square
London
Post: E14 9GE
Best Insurance
Gemini Business Centre Telephone
136-140, Old Shoreham Road 0800 0234 567, free for people
Hove BN3 7BD phoning from a "fixed line" (for
Telephone: 0330 330 9465 example, a landline at home)
Email: info@bestinsurance.co.uk
Or
Post:
Cigna Insurance Services (Europe) 0300 123 9123, free for mobile-
Limited phone users who pay a monthly
Customer Relations Department charge for calls to numbers
1 Drake Circus starting 01 or 02
Protection When You Need It Most… Page 26 of 29Email: complaint.info@financial- ombudsman.org.uk Website: www.financial- ombudsman.org.uk We must accept the Ombudsman’s final decision, but you are not bound by it and may take further action if you wish. Your rights as a customer to take legal action remain unaffected by the existence or use of Cigna Insurance Services’ complaints procedure. However the Financial Ombudsman Service may not adjudicate on any cases where litigation has commenced. Protection When You Need It Most… Page 27 of 29
SECTION THIRTEEN registration number 583497).
Registered office is
FINANCIAL SERVICES
COMPENSATION SCHEME (FSCS) Gemini Business Centre
136-140, Old Shoreham Road
CIGNA Europe Insurance Company Hove
S.A.-N.V. is covered by the Financial BN3 7BD
Services Compensation Scheme (Registered No. 07095571).
(FSCS). If they are unable to meet
their obligations, you may be Cigna Insurance Services (Europe)
entitled to compensation from the Limited is authorised and
scheme, depending on the type of regulated by the Financial Conduct
insurance and the circumstances Authority and is registered in
of the claim. Further information is England & Wales No. 4617110,
available from the FSCS at Financial Services Register number
www.fscs.org.uk or by contacting 310671. Registered Office:
them at:
Chancery House
10th Floor, Beaufort House St Nicholas Way
15 St Botolph Street Sutton
London Surrey
EC3A 7QU SM1 1JB
or by telephone on 0800 678 1100 CIGNA Europe Insurance Company
or 020 7741 4100. S.A.-N.V. UK Branch Chancery
House, St Nicholas Way, Sutton,
This policy is administered by Best Surrey SM1 1JB. Registered in
Insurance. This policy is managed Belgium with limited liability
and claims are administered by (Brussels trade register no.
Cigna Insurance Services (Europe) 0474624562), Avenue de
Limited and underwritten by Cortenbergh 52, 1000 Brussels,
CIGNA Europe Insurance Company Belgium. Subject to the prudential
S.A.-N.V. supervision of the National Bank of
Belgium, Boulevard de Berlaimont
Best Insurance is a trading name of 14, 1000 Brussels (Belgium) and to
Best Risk Management and the supervision of the Financial
Financial Service Limited who are Services and Markets Authority
authorised and regulated by the (FSMA), rue du Congrès 12-14,
Financial Conducts Authority (FCA 1000 Brussels (Belgium), in the
Protection When You Need It Most… Page 28 of 29field of consumer protection and subject to limited regulation by the Financial Conduct Authority. Details of the extent of our regulation by the Financial Conduct Authority are available on request. You can check this information on the Financial Services Register by visiting the website http://www.fca.org.uk/register/ BEMPPD (05-14) Protection When You Need It Most… Page 29 of 29
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