Kestrel Insurance Services Ltd T/as Kestrel Insurance and/or Kestrel Travel Insurance and/or Kestreltravelinsurance.com
Registered with the Insurance and Pensions Authority in respect of general business.
Kestrel Insurance Services Ltd
Kestrel Travel Insurance is part of Kestrel Insurance Services Ltd who is a registered independent insurance intermediary who acts on your behalf in advising, arranging and dealing with travel insurance policies.
We offer a range of Manxman travel insurance policies which are specifically designed for Isle of Man residents, incorporating discounts and cover to suit local requirements. Please check the individual policy wording and key facts documents for specific information regarding how these individual policies differ to non-Manxman policies.
Proposal Forms / Statement of Facts / Internet Forms
It is essential that all statements made on the proposal form, statement of fact or forms on our website, whether filled in by you or by one of our members of staff over the telephone, are full and accurate. Please also read carefully the declarations. Failure to disclose information pertaining to your insurance, or inaccuracies in the information given could result in your insurance being invalid or cover not operating fully.
Kestrel Travel Insurance accepts online payment using a Debit or Credit card. Persons purchasing their policy over the telephone will also be liable to the charges and will be advised of them by the telephone operator. You may also pay by Cheque or Cash by visiting one of our branches located in the Isle of Man.
Delivery of Documents
We endeavour to provide all the insurance documents to you in a timely manner. All documentation is emailed to the email address you provide during your quote and/or application process. Should you request for the documentation to be posted to you, for whatever reason, you may be charged an additional fee, which is stated at the time of payment or will be made clear by the telephone operative. Once received you should read and check all your documents carefully. If any of the details are incorrect or not suitable for your needs please let us know at once. Failure to do so could mean that your cover is insufficient or incomplete and that a claim may not be successful or fully met.
Duty of Disclosure
You are reminded that the duty to disclose all material facts (those facts which an insurer would regard as likely to influence the acceptance and assessment of the insurance) is a continuing duty. This applies throughout the life of the policy and prior to the commencement of cover. Therefore, we must be informed of any material changes affecting the policy. If you are in any doubt as to whether certain facts are material, you should disclose them anyway.
For annual travel insurance policies we will endeavour to contact you to remind you that your policy is drawing to an end and offer you a renewal price. You are reminded that you have a Duty of Disclosure when renewing our policy. We would also encourage you to review the policy cover to ensure it continues to meet your requirements. Insurers do not provide a period of grace in which to pay the renewal premium, which should therefore be paid before the renewal date or you will be without cover.
Many Insurance Companies apply cancellation and mid-term adjustments charges which are beyond our control. Details of these charges will be found within your policy document or can be provided upon request. Please note that after the insurers 14 day cooling off period or where travel takes place at any point during the 14 day cooling off period there is usually no refund given. Details of all charges applied by Kestrel Insurance Services Ltd will be detailed during the quotation process and within your policy schedule.
Cancellations & refunds
To cancel a policy we must have your signed instructions in writing or by email address from the email address registered with us. A refund will be offered if you cancel within the 14 day cooling off period, providing that you haven’t travelled within that 14 days. No refund will be given after that time or if you have made use of the insurance by travelling within the cooling off period.
We would remind you of your policy conditions which oblige you to notify your insurer, promptly of any incident which may give rise to a claim under your policy whether you believe you are at fault or not. The notification method will depend on how your insurer deals with claims. Please check the How to Make a Claim section of our website, check your policy documentation or contact us for assistance.
Kestrel Travel Insurance is fully committed to Customer Care. It is our aim to provide customer satisfaction in all aspects of our service. If, however you consider our services to be unsatisfactory we have put the following complaints procedure in place to assist you in bringing any problems to our attention and in resolving these as speedily as possible.
If you have a problem or are unhappy with any aspect of our service you should speak to one of our staff by phone, in branch or by emailing email@example.com. They will normally be able to resolve any problems without delay.
If the matter is unresolved you may write or speak to the Branch Manager / Telesales Manager or email firstname.lastname@example.org. You will receive a reply within 5 working days.
If the complaint remains unresolved please write giving full details to:
Customer Services Director
50 Bucks Road
Isle of Man
Your complaint will be acknowledged within 3 working days and a full written response will be given to you within 15 working days. Complaints we cannot resolve may be referred to the Isle of Man Financial Services Ombudsman Scheme. Their address is:
Financial Services Ombudsman Scheme
The Office of Fair Trading
Isle of Man
Telephone number: +44 (0)1624 686500
Should you have a specific complaint about an insurer, rather then our service, your policy documentation will contain details of how you can make a complaint against them.
Data Protection / Confidentiality
Any information we hold about you, whether on our computer system, online server or on paper files, will be treated as private and confidential. We will only disclose this information to:
We will use and disclose the information we have in the normal course of administering or arranging cover on your insurance policy. We may use the information we hold to provide you with information about other products and services we offer. Full Privacy details are available on the Privacy page of our website. Under the Data Protection Act you have rights of access to any personal information we hold about you in our records.
Version: January 2013