Terms and Conditions

Contracts


Your travel insurance policy is a contract between you and our insurer. Your travel insurance policy is underwritten by Inter Partner Assistance SA (IPA), authorised by the National Bank of Belgium and subject to limited regulation by the Financial Conduct Authority. Details about the extent of their regulation by the Financial Conduct Authority are available upon request.


Scheduled airline failure insurance is provided and administered by International Passenger Protection Limited, and Underwritten by certain Underwriters at Lloyds.


By purchasing the insurance you are agreeing to abide by the terms set out in the contract.


Law applicable


You and Inter Partner Assistance SA (IPA) can choose which law applies to your Southdowns policy. Unless Inter Partner Assistance SA (IPA) and you agree otherwise, English Law will apply.


About our Company


Southdowns Insurance Services Limited is an independent insurance intermediary authorised and regulated by Financial Conduct Authority. FCA Registration Number: 526980. You can check this on the www.fca.gov.uk.

Our company registration number is 07285096 our full postal address is Southdowns Insurance Services Limited 4th Floor, Southfield House, 11 Liverpool Gardens, Worthing, West Sussex, BN11 1RY.


Method of payment


We accept most major credit and debit cards. The cards that we accept are displayed on the payment screen of this website.


Policy terms and conditions


The policy wording for each policy type is provided by the insurer. These are available to any person visiting our website and can be examined in full at any time. It is important that you make sure the policy you select meets your needs and personal circumstances. Our website offers helpful information regarding general insurance matters, but does not seek to advise you on which particular product or service you should purchase.


When purchasing insurance via our call centre team, you will not receive advice or 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 on how to proceed. To allow your purchase to be conducted on the telephone you will be asked to provide your consent to receive limited information, all other details will be sent to you immediately via e-mail.


Confirmation


Your policy confirmation will include your policy number for reference purposes. You will also receive a full copy of the policy wording and your personalised Policy Schedule stating the persons insured, the policy start date, the period of insurance, the territories covered as well as the total price paid for the policy.


Cancellation statutory rights


If you find that the cover you have selected does not meet your needs you may cancel this policy within 14 days of receipt of your policy documentation. If the policy is paid in full and providing you have not travelled, no claim has been made or is intended to be made and no incident likely to give rise to a claim has occurred, we will refund the premium in full. You may contact us in writing or via e-mail to register your request.


Cancellation outside the statutory period


You may cancel this policy at any time after the statutory cancellation period by writing to us, however if you cancel after the statutory cancellation period no premium refund will be made.


General customer support and service - Sales


Contact telephone number for sales, claims and assistance services can be found on our website and throughout your documentation pack.


Complaints – (Sales, Claims and Assistance)


We are committed to providing you with an exceptional level of service and customer care. We realise that on occasion, things can go wrong and there may be occasions when you feel that we have not provided the service you have expected. When this happens we want to hear about it so that we can try to put things right.


What to do if you have a complaint?


If you wish to initiate a sales or administration complaint, please contact Southdowns Sales and Service:


In writing - Write to the Operations Manager, 4th Floor, Southfield House, 11 Liverpool Gardens, Worthing, West Sussex, BN11 1RY

By phone - Telephone the Duty Manager on 01903-255-659


If you wish to initiate a claims complaint please write to, or telephone the claims unit dealing with your claim.


If you cannot settle your complaint, you may be entitled to refer it to the Financial Ombudsman Service; full details can be found within the ‘Making a complaint’ section of the policy wording.


The Southdowns website has been designed with the consumer in mind and we hope that your customer journey is/has been pleasant. We are able to confirm that Jane Bason and Tracey Richards have responsibility for the content, technical capability and maintenance of the site.


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