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<p>1 The Financial Conduct Authority (FCA) The FCA is the independent watchdog that regulates financial services. Use this information to decide if our services are right for you. 2 Whose products do we offer? We offer products from a range of insurers. We offer products from a limited number of insurers. Our travel insurance is underwritten by AIG Europe Limited. Scheduled Airline Failure Insurance and End Supplier Failure Insurance are provided by International Passenger Protection Limited and are underwritten by certain underwriters at Lloyds Syndicates. We only offer products from a single insurer. We may change the underlying insurer of your travel policy but we will give you reasonable notice if we decide to proceed on this basis; we will advise then whether the terms of your policy will be offered by another insurer. This represents a prior request for us to provide the policy through another insurer, however you will have the option to revoke this should we write to you in this respect. 3 Which service will we provide you with? We will advise and make a recommendation for you after we have assessed your needs. You will not receive advice or a recommendation from us. We may ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed. 4 What will you have to pay us for our services? A fee. We may charge an administration fee of up to £25 for any mid term change to the policy that you may request. No fee. You will receive a quotation which will tell you about any other fees relating to any particular insurance policy. 5 Who regulates us? Bupa Insurance Services Limited is authorised and regulated by the Financial Conduct Authority. Our FCA register number is 312526. Bupa Insurance Services permitted business is arranging and assisting in the administration of non-investment insurance contracts. You can check this on the Financial Services Register by visiting the FCA’s website www.fsa.gov.uk/register/home.do or by contacting the FCA on 0800 111 6768. 6 What to do if you have a complaint If you wish to register a sales complaint, please contact us: in writing Write to the Sales and Services Manager, Bupa Travel Insurance, Shoreham Airport, Shoreham-by-Sea, West Sussex, BN43 5FF by phone Telephone on 0845 601 0559. Calls may be recorded and may be monitored by email Send an email to info@bupa-travel.co.uk If you wish to register a claims complaint, please contact us: in writing Write to the Customer Care Manager, Bupa Travel Insurance Claims, Shoreham Airport, Shoreham-by-Sea, West Sussex, BN43 5FF by phone Telephone the Customer Care Manager on 0845 602 7067 If we are not able to resolve your complaint to your satisfaction you may be entitled to refer any disagreement to the Financial Ombudsman Service to review your case. The address is: Financial Ombudsman Service, Exchange Tower, London, E14 9SR Telephone: 0800 023 4567 (free for people phoning from a “fixed line”, for example a landline at home) 0300 123 9123 (free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02) Email: complaint.info@financial-ombudsman.org.uk Following this complaint procedure does not affect your right to take legal action. 7 Are we covered by the Financial Services Compensation Scheme (FSCS)? We are covered by the FSCS. 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. For insurance required by law, 100 percent of your claim is covered, without any upper limit. For all other types of insurance, 90 percent of your claim is covered, without any upper limit. Further information about compensation scheme arrangements is available at www.fscs.org.uk, and on 020 7741 4100, or 0800 678 1100. TERMS OF BUSINESS ABOUT OUR INSURANCE SERVICES BT/8429/SEP14 2472 ✔ ✔ ✔ </p>
