• Our terms of business with you

    Thank you for choosing CIA Insurance. This document provides some of the regulated information that we must tell you and also includes details of your own responsibilities, and how this policy will be administered. You must read this document and advise us immediately if there is anything that you are unable to understand or comply with.


    Our service

    Who we are

    We are CIA Insurance Services Limited, Boughton Leigh House, Brownsover Road, Rugby, CV21 1AW,

    CIA Insurance is a trading name of CIA Insurance Services Limited, which is an independent Insurance Intermediary, authorised and regulated by the Financial Conduct Authority. The Firm’s reference number is 309407. Our status can be checked by visiting the FCA website or by calling 0800 111 6768.


    The products we offer

    We offer products from a range of Insurers for Commercial Business, Commercial Buildings, Landlords, Motor, Home and Contents.  You may ask us for a list of Insurers that we offer Insurance cover from.


    The service we provide

    We will advise and make a recommendation for you after we have taken details of and assessed your needs.  Our recommendation will normally be on the basis of the lowest premium for the cover you need.  We will tell you if we recommend a policy for other reasons.

    If you need to make a claim Instructions on how to make a claim are included in your policy booklet. Any incident or Insured incident must be reported to us as soon as reasonably possible.  Any documents or keys relating to any claim should be sent by recorded delivery.

    All outstanding premiums must be paid before any claim payment can be made.


    How you can complain

    By writing to the Complaints Manager: CIA Insurance Services Limited, Boughton Leigh House, Brownsover Road, Rugby, CV21 1AW


    By emailing complaints@cia-insurance.co.uk

    If we cannot resolve your complaint to your satisfaction, you may refer it to the Financial Ombudsman Service (FOS).  If you wish to complain you will be given full details of our complaints procedure.

    You may also wish to complain via the ODR Platform which is an alternative dispute resolution procedure conducted online, this is in accordance with the Alternative dispute resolution for consumer disputes (Amendment) Regulations 2015.

    You can access the platform by visiting http://ec.europa.eu/odr.


    Your right to compensation

    CIA Insurance Services and the Insurers of your policy are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from this scheme if we cannot meet our obligations but this depends on the type of Insurance cover and the circumstances of the claim. Most Insurance contracts are covered for 90% of the whole amount. Further information is available from the FSCS at www.fscs.org.uk.


    Our financial arrangements

    Payment for our services

    CIA Insurance is normally paid a commission by the Insurer for arranging the policy. You will be charged a fee for our services when your policy commences, at renewal, when mid-term adjustments are made and if the policy is cancelled before the end of the term of the policy.

    You will receive a statement of price which will confirm the fees that relate to your insurance policy.


    Holding money as an Agent of your Insurer

    When we act as an agent for an Insurer, the Insurer bears the risk for any losses that may arise from the failure of an Intermediary to make a transfer of premiums, claims money or premium refunds.  When the Insurer bears the risk for such losses, this is referred to as risk transfer.

    For this particular reason CIA Insurance acts as agent of your Insurer to receive and hold premiums and to administer premium refunds.

    When you pay your premium, CIA Insurance holds it in a non-Statutory trust bank account. If you take out a policy via CIA Insurance you consent to us holding your money in a non-Statutory trust bank account.


    Credit arrangements

    If you enter into a credit arrangement, this will be with an external Finance Company.  These payments are made to the Finance Company by Direct Debit, for which they will charge interest.

    If you default on these payments, the total outstanding balance will become due.  If the policy is cancelled mid-term, these payments must still be made until any return premium is notified to you.

    Any return premium is notified to us by your Insurer. This refund will be returned to the Finance Company and go towards any outstanding balance on your credit agreement.  Any remaining balance will be returned to you.

    If the return premium does not cover the outstanding balance on your credit agreement, you will be liable for the remaining balance.



    Where the full payment has been made by credit/debit card, we will, wherever possible, make the refund to that card.  All other refunds will be made to the policyholder, unless specifically authorised otherwise by the policyholder.



    Your policy may be cancelled by either you contacting us or after we have issued notice of cancellation.

    If your policy is cancelled after the 14 days cooling off period (see below) and no claims have been reported during your time on cover then a return premium for the unused period of cover will be calculated according to the insurer’s rates. A cancellation fee of £30.00 will then be deducted from any return premium issued by your insurer.

    Any refund of premium may take up to 8 weeks to be issued and will use the same method that you used to pay for the policy.


    Cooling off period

    It is important that you are happy with your policy. If after having examined your policy documentation, you decide not to proceed, you may cancel this insurance within the first 14 days. The 14 days starts on the day that you received the policy documentation.

    There will be a pro rata charge for the number of days that cover was provided within the cooling off period. This will also be subject to a cancellation handling charge of up to a maximum of £30.00. 


    Duty of Disclosure

    You must provide the Insurer with all material information that is likely to influence acceptance and for the assessment of your proposal.  If you are in doubt as to whether a particular item of information is material in this respect you should include it.  Your failure to do so may give the Insurer the right to refuse any claim that you make, and in certain circumstances to void the policy altogether.  If your Proposal Form should disclose any special features, the Insurer may charge an additional premium, quote special terms, or decline your proposal.



    If a claim is reported, any documentation that has been requested but not received by us must be submitted immediately to enable the claim to be progressed.


    Data protection

    The information declared on the Statement of Fact or Proposal Form constitutes the basis of your contract and will be submitted by us to your Insurer and to the agents appointed to handle claims on their behalf.

    Insurers pass information to the Claims and Underwriting Exchange (CUE) Register run by the Motor Insurers’ Bureau (MIB).

    The aim is to help them to check information provided and also to prevent fraudulent claims.  When we deal with your request for Insurance, your Insurers may search these registers.  Under the terms and conditions of your policy, you must tell us about any incident which may or may not give rise to a claim. When you tell us about an incident, your Insurers will pass on information to the registers.


    Marketing and the general data protection regulation

    It is not the policy of CIA Insurance to sell or pass on your information to third parties for external marketing purposes.

    CIA Insurance may engage a third party to act on our behalf to contact you only in relation to a lapsed landlord insurance policy or quote you obtained from us previously.

    Further information about your rights regarding how we handle your personal data can be accessed by following this link: https://www.cia-insurance.co.uk/privacy-policy/