Our Promise to Customers
1. Setanta Insurance will act honestly, fairly and professionally in your best interests
2. We will take the utmost care, consideration and diligence in our dealings with you whether taking out a policy, renewing an existing contract or making a claim
3. We are committed to fully comply with both the letter and the spirit of our obligations under consumer legislation
Setanta Insurance Company Limited is a wholly owned subsidiary of Setanta Holdings Limited and is located at Block A, Aviation Park, Civil Aviation Avenue, Luqa, LQA9023, Malta. We are regulated by the Malta Financial Services Authority and are obliged to comply with the codes of practice including Consumer Protection Code of the Republic of Ireland. Setanta Insurance Company Limited is authorised to carry on non-life insurance business on a freedom to provide services basis in the Republic of Ireland. The insurance contract is governed by Irish law and the Irish Courts have jurisdiction to preside over any disputes. All communications concerning our policies shall be in English.
2. How can I contact Setanta Insurance?
For your convenience, you can contact us by phone or call into our office in Ireland which is located in Suite 6, Plaza 255, Blanchardstown Corporate Park 2, Ballycoolin, Dublin 15. For policy queries you should contact your Broker or for claims queries you can contact us on 0818 255 255 or log onto our website at www.setantainsurance.com.
3. Suitability of Insurance Cover
We will make every effort to provide you with a satisfactory level of customer service over the period of the insurance contract. Our insurance contract documentation sets out what risks are covered and how we will handle any claims. This will be issued by your Broker when you take out a policy for the first time otherwise a copy will be provided on request. You should satisfy yourself that the cover you buy meets your needs. We will be happy to assist you on any aspect of the products we sell.
You are under a duty to tell your Broker all facts likely to influence how we assess and if we accept your proposal. If you fail to pass on any documents or information required, act dishonestly or outside the terms of the contract or agreement, we may cancel your policy, declare the contract to be void and refuse to pay any claim under the policy as well as any other rights we may have under the policy. It is in your own interest to mention these facts. If you are in any doubt whether certain facts are important, please ask your Broker.
5. Unable to provide a Quotation
In the event that we are unable to provide you with a quotation for motor insurance you will, upon request, be informed of the reasons. You may refer the matter to the Declined Cases Committee under the umbrella of the Irish Insurance Federation and we will advise on the process.
6. Administration Charge
The premium we quote you for your policy will include an administration charge.
7. Charges/Refunds - "Mid Term Adjustments"
If a mid-term change to your policy results in an additional premium of less than €20 then no charge will be made. If a change to your policy results in a refund of less than €20 then no refund will be made.
8. How can I pay Setanta Insurance?
Setanta Insurance Company Limited deals exclusively through a panel of authorised intermediaries. All premium payments must be made via your Broker. Setanta Insurance does not accept any direct payments in respect of any premium(s) due to Setanta Insurance.
9. Failure to make Payment
It is important for you to know that if you fail to make payments within the required or agreed time, Setanta Insurance may cancel the policy, refuse to deal with any claims, restrict the cover offered or require you to repay any arrears due or the balance of any monies yet to be paid.
We will issue renewal terms to your insurance Broker in good time and in accordance with the Renewal of Policy of Insurance Regulations 2007.
11. Cooling off Period / Right to Withdraw
You have the right to withdraw from the policy within 14 days of a) the date when the contract was entered into or b) the day on which you were given the contractual terms and conditions of the policy, whichever is the later. Should you exercise this right we will only charge you the pro-rata premium for the time on risk period and we will refund the balance, provided you have returned your Certificate of Motor Insurance and Insurance Disc to Setanta Insurance or your Broker.
12. Cancellation by you
Cancelling your motor policy in the first year: If you cancel your policy at any other time during the first year of insurance we will return the pro-rata premium due less an administration charge of €50, provided you are claims free. You must advise us in writing of your intention to cancel your policy and return your Certificate of Motor Insurance and your Insurance Disc to Setanta Insurance or your Broker.
Cancelling your motor policy at any other time: To cancel your motor policy you must let us know in writing and return your Certificate of Motor Insurance and Insurance Disc to Setanta Insurance or your Broker. We will only charge you for the period you were on cover and will refund the balance on a pro-rata basis for all policies that are claims free during this renewal period.
13. Cancellation by us
If we have to cancel your policy, we will send you 10 days’ notice by registered letter to your last known address. As long as you return your Certificate of Motor Insurance to us, we will return the premium via your broker for the period of insurance still left to run.
We will make every effort to provide you with a satisfactory level of customer service in the handling of a claim. We will endeavour to deal with your claim fairly and efficiently within the terms of the contract and provide your Broker with written updates on the progress of the handling of any claim made by you at regular intervals. Your attention is drawn to the fact that you will be responsible for an initial amount, known as an excess, which will be disclosed to you at point of sale and in your policy documentation.
Should you not be satisfied at any time with the service you receive from Setanta Insurance, do not hesitate to make the fact known to us. We have an internal complaints procedure and will deal with your complaint promptly.
How do I make a complaint to Setanta Insurance?
If you have a complaint about your policy please contact our Broker Operations Manager in Ireland at Suite 6, Plaza 255, Blanchardstown Corporate Park 2, Ballycoolin, Dublin 15 (telephone 0818 255 255).
If we cannot sort out your complaint at this stage, you can contact the General Manager, Setanta Insurance Company Limited at Block A, Aviation Park, Civil Aviation Avenue, Luqa, LQA9023, Malta (telephone +356 2248 9158) or send an e-mail to email@example.com. We will log your complaint and send you an acknowledgement. We will fully investigate your complaint and send you an acknowledgement within five working days of receiving your complaint.
We are committed to providing you with an excellent service. We realise that things can go wrong and there may be occasions when you feel you have not received the service you expected. When this happens we promise to:
- Acknowledge your written complaint promptly
- Investigate your complaint quickly and thoroughly
- Keep you informed of progress
- Do everything possible to sort out your complaint and
- Use information from our customers to continuously improve our service.
Other means of redress?
If you are not satisfied with the way we have dealt with your complaint, you are entitled to refer your complaint to the following:
Group General Manager
Setanta Insurance Company Limited, Block A, Aviation Park, Civil Aviation Avenue, Luga LQA9023, Malta
Financial Services Ombudsman Bureau
If your complaint relates to the sale or administration of your policy then you can refer your complaint to the Financial Services Ombudsman Bureau, 3rd Floor, Lincoln House, Lincoln Place, Dublin 2 (telephone 1890 88 20 90).
Malta Financial Services Authority
If your complaint relates to the policy of insurance itself then you can contact the Consumer Complaints Manager, Malta Financial Services Authority, Notabile Road, Attard, BKR3000, Malta (telephone +356 2548 5459).
16. Data Protection Notice
The information you provide will be used to manage the administration of your policy, including underwriting and claims. Information will remain confidential and may be shared with motor engineers, loss adjusters, policing bodies, agents, service providers appointed by us, private investigators and other insurance companies, for the purpose of administering your claim. If you have any questions you can write to the Data Protection Officer, Setanta Insurance Services Limited, Suite 6, Plaza 255, Blanchardstown Corporate Park 2, Ballycoolin, Dublin 15.
17. Use of Information
This notice will explain how Setanta Insurance will use information provided by yourself and third parties. References to “Setanta” mean Setanta Holdings Limited, its subsidiaries including Setanta Insurance Company Limited, Setanta Insurane Services Limited and any associated companies from time to time.
The information that you provide to Setanta Insurance will be held on a computer, computer database, email, imaged documents, files, and letter and/or in any other way. Setanta Insurance will use this information to (i) administer and process any products/services you have purchased from us, (ii) administer any future agreements we may have with you, (iii) manage any claim notified by you or by a third party and (iv) for client services, research and statistical analyses.
When considering a proposal or administering your insurance contract(s), handling claims or making decisions regarding deferred payment arrangements, including whether to continue or to extend an existing deferred payment arrangement, Setanta Insurance may carry out searches, including copy of driving licence and vehicle licencing certificate (for the purpose of verifying your identity and driving experience) and/or a credit search with one or more licensed credit reference agencies.
For underwriting and claims purposes, we may request details about the health, the condition, the commission or alleged commission of any offence and conviction about you. In these applications, you explicitly consent to the processing of your details for these purposes.
18. Rights of Customers
On payment of a fee of €6.35 you have the right of access to the personal data held about you by Setanta Insurance by sending a written request to our office in Ireland - Setanta Insurance Services Limited, Suite 6, Plaza 255, Blanchardstown Corporate Park 2, Ballycoolin, Dublin 15. You also have the right to require Setanta Insurance to correct any inaccuracies in the information we hold about you.
19. Sharing of Information
We shall not disclose personal information without the consent of the individual to which it relates except in limited circumstances as permitted or required by law. We may share personal information with agents or service providers in connection with providing, administering and servicing the products you have purchased from us or in the course of handling third party claims. Where we choose to have certain services provided by third parties, we do so in accordance with the applicable law and take reasonable precautions regarding the practices employed by the service provider to protect personal information.
Where you make a claim, we may pass details of the event to the Insurance-Link Central Register maintained by insurance companies under the aegis of the Irish Insurance Federation. The information will be shared with other insurance companies to safeguard against non-disclosure and help prevent fraudulent claims. Where there are reasonable grounds for suspicion, information may be passed to relevant enforcement agencies. You have the right of access to the personal data held about you by Insurance-Link. Please write to us at Setanta Insurance Services Limited, Suite 6, Plaza 255, Blanchardstown Corporate Park 2, Ballycoolin, Dublin 15, if you would like to know how to access the information on the Central Register.
21. Conflicts of Interest
Your attention is drawn to the fact that when we give you advice, we, or some other person connected with us, may have a material interest in the transaction or advice. Our staff are required to comply with our procedures which seek to avoid conflicts of interest and, when they cannot be avoided, fully disclose the potential conflict and ensure that customers are treated fairly.
22 Money Laundering
Setanta Insurance is committed to the fight against criminal activity in the laundering of monies and may require evidence by way of identity checks. In this way, you may be required to provide us with specific identification.
23 Telephone Recording
Setanta Insurance reserves the right to record all telephone calls in order to ensure accuracy in the communications of instructions to us. We may record telephone calls for training, security, compliance and to improve the quality of customer service. Our recordings shall be and remain our sole property.
We may amend these terms of business at our discretion or in response to regulatory requirements by sending you a revised terms of business at your next renewal date.
25 Previous terms of business
These terms of business replace all previous terms of business issued by us relating to these matters. If you decide to proceed or have any other communication with Setanta Insurance through or in relation to its products and services you accept the use by Setanta Insurance of your personal data as indicated.