Legal

The pages on this site are only directed at United Kingdom residents, and comply with appropriate UK legislation and regulation.

The information in this section relates to the following insurance products sold on this web site through Norwich Union Direct; car, motorcycle, home, home appliance and travel.

Details about data protection

How to access data we store about you

If you wish to make a subject access request under the Data Protection Act, relating to information held about you by Norwich Union Direct and any Aviva Group Company, please write to the Data Protection Manager, Norwich Union Insurance Limited, Level 3, Pithleavis, Perth, PH2 0NH enclosing a cheque for £10 made payable to "Norwich Union" to cover our administration costs.

We may also require satisfactory proof of identity before disclosing information.

Data Protection Act

Aviva group and its agents may use your information to keep you informed by post, telephone, facsimile, e-mail, text messaging or other means about products and services that may be of interest to you. Your information may also be disclosed and used for these purposes after your policy has lapsed. By providing us with your contact details, you consent to being contacted by these methods for these purposes. If you do not wish to receive marketing information, please write to Norwich Union, FREEPOST, Mailing Exclusion Team, PO Box 6412, Derby, DE1 1SB.

In order to assess the terms of the insurance contract or administer claims which arise, we may need to collect data which the Data Protection Act defines as sensitive (such as medical history or criminal convictions). If you proceed with an application for insurance you will signify your consent to such information being processed by us or our agents.

Information you supply may be used for the purposes of insurance administration by Norwich Union Insurance Services Limited and the Insurer and by third parties who provide services to them. It may be disclosed to regulatory bodies for the purposes of monitoring and/or enforcing the Insurer's compliance with any regulatory rules/codes. It may be transferred to any Country, including countries outside the European Economic Area for any of these purposes and for systems administration - the data protection laws of these countries may not be as comprehensive as those in the UK.

In assessing claims made the Insurer may also check against publicly available information such as the electoral roll, county court judgements, bankruptcy orders or repossessions.

Credit Searches and Accounting

In assessing your application/renewal, to prevent fraud, check your identity and to maintain its policy records, the insurer may search files made available to it by credit reference agencies who may keep a record of that search. The insurer may also pass to credit reference agencies information it holds about you and your payment record.

The information will be used by other credit lenders for making credit decisions about you and the people with whom you are financially associated for fraud prevention, money laundering prevention and for tracing debtors.

The insurer may ask credit reference agencies to provide a credit scoring computation. Credit scoring uses a number of factors to work out risks involved in any application. A score is given to each factor and a total score obtained. Where automatic credit scoring computations are used by the insurer, acceptance or rejection of your application will depend only on the results of the credit scoring process.

Continuous Renewal Payment Authority - Credit/Debit cards

You will be notified in writing prior to renewal and, unless we hear otherwise, the policy will automatically be renewed. Unless you have advised otherwise, the renewal premiums will again be collected from your specified bank account, or credit/debit card to ensure that you are always covered.

Technical information

Use of Cookies

We make limited use of "cookies" to monitor and analyse how parts of our site are used, but we do not use them to store personal information. Further details are set out in our Privacy Policy.

If you have a complaint

Complaints Procedure

You are important to us. As a valued customer you are right to expect fairness and a swift and courteous service at all times.

We recognise that sometimes you may feel unhappy with us. To help us improve we would appreciate your honesty in telling us about your experiences of our service - Your feedback can make all the difference.

What will happen if you complain:

• Your complaint will be acknowledged within 2 working days of receipt
• We aim to resolve complaints within 5 working days
• Once an assessment and full investigation of your concerns has been made, we will respond with a decision

What should I do?

• Step 1.
  Please speak to your Norwich Union Direct contact by calling us on 0800 068 3661 or if you have a complaint about a motor or home insurance claim you have made, please call us on 0870 5134 243. For travel claims call us on 0800 015 0362.

• Step 2.
  If you remain dissatisfied or you feel your complaint remains unresolved, please write to the Managing Director UK General Insurance Norwich Union, Surrey Street, Norwich, NR1 3NS. Giving us your policy or claim number in any correspondence will help us, thank you.

• Step 3.
  If, after making a complaint to us, you are still unhappy and feel the matter has not been resolved to your satisfaction please contact Financial Ombudsman Service, South Quay Plaza 183 Marsh Wall, Docklands, London, E14 9SR.

Important Note

The Ombudsman will only consider your complaint if you've already given us the opportunity to resolve it and you are a private policyholder. Following these procedures will not affect your right to take legal action.

About our calls

Call Taping

For our joint protection telephone calls may be recorded and/or monitored.

Important policy information

Your Cancellation Rights

• Car and Home insurance:
  You have the right to cancel your policy during a period of 14 days after the day of purchase of the contract or the day on which you receive your policy documentation, whichever is later. If you wish to do so and the insurance cover has not yet started, you will be entitled to a full refund of the premium paid.

  Alternatively, if you wish to do so and if the insurance cover has already started, you will be entitled to a refund of the premium paid, subject to a deduction for the time for which you have been covered calculated as a proportion of the time for which the insurance would have provided cover and an administration fee of £52.50 (including Insurance Premium Tax at the appropriate rate) to cover any costs incurred by us in issuing the policy.

  To exercise your right to cancel your policy, please call 0800 068 3661.

• Travel insurance:
  You have the statutory right (under Financial Services Authority rules) to cancel Your policy within 14 days of receipt of Your policy documentation.

  If you wish to do so you will be entitled to a full refund of the premium paid provided You have not travelled, and there has been no claim or incident likely to give rise to a claim. To exercise Your right to cancel please telephone 0800 068 3664.

  If You do not exercise Your right to cancel Your Policy, it will continue in force and You will be required to pay the premium. For Your cancellation rights outside the statutory cooling off period, please refer to the General Conditions section of your policy booklet.

Please make sure that you read your policy carefully. You may not receive any cover or cover may be reduced if you do not keep to the policy conditions.

Value of Property

You must declare the full value of the property to be insured, failure to do so may invalidate your policy or reduce claims settlements.

Copy Policy Documentation

A copy of all our policy documentation is available online and on request.

Disclosure of Material Information

Failure to disclose all material information or any subsequent change in the information advised (i.e. information likely to influence the assessment of the risk) could invalidate the insurance. If you are in doubt whether any information is material it should be disclosed. It is an offence under the Road Traffic Acts to make any false statements or withhold any information to obtain a Certificate of Motor Insurance.

Fraud Prevention & Detection

In order to prevent and detect fraud we may at any time:

• Share information about you with other organisations and public bodies including the Police.

• Undertake credit searches and additional fraud searches.

• Check and/or file your details with fraud prevention agencies and databases, and if you give us false or inaccurate information and we suspect fraud, we will record this.

We can supply on request further details of the databases we access or contribute to. We and other organisations may also search these agencies and databases to:

• Help make decisions about the provision and administration of insurance, credit and related services for you and members of your household.

• Trace debtors or beneficiaries, recover debt, prevent fraud and to manage your accounts or insurance policies.

• Check your identity to prevent money laundering, unless you furnish us with other satisfactory proof of identity.

Claims History

Under the conditions of your policy you must tell us about any insurance related incidents whether or not they give rise to a claim. When you tell us about an incident we will pass information relating to it to a database.

We may search these databases when you apply for insurance, in the event of any incident or claim, or at time of renewal to validate your claims history or that of any other person or property likely to be involved in the policy or claim.

Motor Insurance Database

When you have taken out a motor insurance policy with us, your policy details will be added to the Motor Insurance Database (MID), run by the Motor Insurers Information Centre (MIIC).

MID data may be used by the DVLA and DVLNI for the purpose of Electronic Vehicle Licensing and by the Police for the purposes of establishing whether a driver's use of the vehicle is likely to be covered by a motor insurance policy and/or for preventing and detecting crime. If you are involved in an accident (in the UK or abroad), other UK insurers, the Motor Insurers' Bureau and MIIC may search the MID to ascertain relevant policy information.

Persons with a valid claim in respect of a road traffic accident (including citizens of other countries) may also obtain relevant information which is held on the MID.

You can find out more about this from us on request, or at www.miic.org.uk

YOU SHOULD SHOW THIS INFORMATION TO ANYONE INSURED TO DRIVE THE VEHICLE COVERED UNDER THE MOTOR POLICY.

Choice of law

The law of England and Wales will apply to any Norwich Union Contract of Insurance unless:

• We agree otherwise; or
• At the date of commencement of the contract you are a resident of (or in the case of a business, the registered office or principal place of business is situated in) Scotland, Northern Ireland, Channel Islands or the Isle of Man, in which case (in the absence of agreement to the contrary) the law of that country will apply

Corporate details for Norwich Union

Norwich Union Direct is a trading name of Norwich Union Insurance Limited. Registered in England Number 99122. Registered Office 8 Surrey Street, Norwich, Norfolk, NR1 3NG.

Norwich Union Insurance Limited is authorised and regulated by the Financial Services Authority an is part of the Aviva plc group of companies.

Norwich Union Insurance Services Limited. Registered in England Number 2180191. Registered Office St Helens 1, Undershaft, London, EC3P 3DQ. Authorised and regulated by the Financial Services Authority.

Norwich Union Direct Mortgage and Payment Protection Cover is underwritten by Norwich Union Insurance Limited. Registered in England Number 99122. Registered Office 8 Surrey Street, Norwich, Norfolk, NR1 3NG.

Non-insurance products are provided by third party suppliers as identified in the relevant website section - such offers are promoted by Norwich Union Consumer Products Limited. Registered in England Number 2725830. Registered Office 8 Surrey Street, Norwich, Norfolk, NR1 3NG.