Terms which apply to your contract of insurance

NEWS FLASH !
WE NOW PROVIDE INSURANCE COVER FOR THE DEATH OF ANY ANIMAL OR ANIMALS IN YOUR ALPACA or LLAMA HERD CAUSED BY TB.

Lost City Insurance supports

British Camelids Association (BCA)
The British Camelids Association is a registered charity which was established in 1987 to promote the welfare of camelids and good husbandry practice in the UK amongst alpaca and llama breeders. We will make donations each year to the BCA from our profits.

The full details of your insurance are shown in the terms and conditions set out in your policy and in your certificate of insurance.

All the policies issued through this website are underwritten by Catlin Insurance Company (UK) Limited of 3 Minster Court Mincing Lane London EC3R 7DD ("Insurer") who are authorised and regulated by the Financial Services Authority. Please refer www.fsa.gov.uk/register, or by contacting the FSA on 0845 606 1234.

Policies are administered by ReOrient Legal Limited on behalf of the Insurer. For this service we are paid a commission of up to 20% of the premium by the Insurer which is our fee for arranging your contract of insurance. You do not have to pay us. The premium is determined solely by the proposal form that you complete which sets out your personal circumstances. If you have any objection to us receiving and retaining a commission for our services in arranging your contract of insurance please notify us in writing.

We, ReOrient Legal Limited are not authorised by the Financial Services Authority. However, we are included on the register maintained by the Financial Services Authority so that we can carry on insurance mediation activity, which is broadly the advising on, selling and administration of insurance contracts. This part of our business, including arrangements for complaints or redress if something goes wrong, is regulated by Solicitors Regulation Authority. The register can be accessed via the Financial Services Authority website at www.fsa.gov.uk/register.

Our reference no in the FSA Register is LS 426547

The provision of insurance by us is incidental to our core business activities. It is our duty however to act in your best interests.

RIGHT OF CANCELLATION OF POLICY

All contracts of insurance effected by us on behalf of the Insurer give you a 14 days in which you can cancel or change your policy ("cooling off period"). If therefore after receiving your certificate of insurance and the terms and conditions of your policy you are:

not happy with the policy you have received
wish to make a change to the schedule in your policy

you have 14 days during which you can amend or cancel the policy by sending an e mail to clientliaison@lostcityinsurance.co.uk or written confirmation to us at:

Client Liaison Officer
ReOrient Legal Limited
148 Leadenhall Street
London EC3V 4QT

If you have cancelled your policy during the cooling off period you will receive a refund of any premium paid less a reasonable administration charge providing there is no claim on the policy.

If you cancel outside of the cooling off period we will repay any premium paid in respect of the unexpired period of insurance less a reasonable administration charge.

If you have advised us of a claim on the policy the full premium becomes due and you may not receive a return of your premium.

Please note we also have the right to cancel your policy by giving seven (7) days notice. If we cancel your policy we will refund any premium paid in respect of the unexpired period of insurance.

DURATION OF POLICY
All policies issued by the Catlin Insurance Company(UK) Limited through this website are annually renewable . The period of insurance will be shown on your certificate of insurance which you will find in your personal account created upon registration. We will contact you before the policy expires with details of your next year’s premium and policy conditions.

NOTIFICATION OF CLAIMS
You must let us know as soon as anything happens which could lead to a claim. You need to complete a claim form on line or call us on 0800 6123 569. Any claim concerning your animals will require a certificate from your veterinary surgeon. All costs in connection with the obtaining of this certificate should be paid by you and are not covered by the policy.

COMPLAINTS
If you are dissatisfied with the service provided by us please contact our compliance and complaints officer.
You can either send an e mail setting out the details of your complaint and what you want us to do on complaints@lostcityinsurance.co.uk or write to:

Compliance and Complaints Officer
ReOrient Legal
148 Leadenhall Street
London EC3V 4QT

Our Compliance and Complaints Officer will refer your complaint to the directors of ReOrient Legal Limited and will deal with your compliant. All reasonable endeavours will be made to resolve the complaint and a satisfactory solution reached. We will write to you within 28 days of us lodging a complaint. If however you are still not happy with the solution you may then refer this matter to the Legal Complaints Services to the following address:

Legal Complaints Service
Victoria Court
8 Dormer Place
Leamington Spa
Warwickshire
CV32 5AE

The Legal Complaints Service (LCS) www.legalcomplaints.org.uk is an independent complaints handling body. It is a part of the Law Society, but operates independently. If you are lodging a complaint with the LCS you must do so within six months of receiving a decision from us.

DATA PROTECTION
Any information provided by you will beprocessed in compliance with the provisions of the Data Protection Act 1998 for the purposes of providing insurance and handling claims, if any, which may necessitate providing such information to third parties. There is detailed information regarding how your information will be protected and used on

SIGNIFICANT EXCLUSIONS, TERMS AND LIMITATIONS

Policy terms and conditions, premiums and excesses may change each year
You must take proper care of your animals including vaccinations, worming and parasite control program , regular foot maintenance (including cutting toe nails), routine dentistry and any treatment recommended by your veterinary surgeon to prevent illness or injury
Certificates of health (which can be downloaded from our website) will be required for animals over 12 years of age
The policy does not cover any illness or injury that occurred before your cover started.
The policy does not cover costs charged by the veterinary surgeon to complete your insurance claim
We may place specific exclusions on your policy and these will be noted on your certificate of insurance
You must immediately consult your veterinary surgeon in the event your animal becomes ill or injured.
We have the right to appoint our own veterinary consultant whom we will pay for.
An arbitration procedure is available in the event of any disagreement between your veterinary surgeon and the veterinary surgeon appointed by us to assess the injury or illness
You notify us without delay within 24 hours of any incident that might lead to a claim under your policy.
We will not pay the excesses/deductibles specified in your certificate of insurance and in the policy terms and conditions.
Your animal(s) must be sound, in good health and free from injury or illness at the start of its(their) insurance save for any condition you have notified us about.
Your policy contains terms and general exclusions appropriate to Alpaca or Llama Insurance.
You must consult us and obtain our consent before we will pay for:
- any loss resulting from euthanasia unless immediately necessary on humane grounds;
- loss by death occurring as a result of castration or other surgical operation; or
- any advertising and reward costs.

We are LOST CITY ADVISORY SERVICES a trading style of REORIENT LEGAL LIMITED (DPB Registration No. LS 426547) who are regulated by the Solicitors Regulation Authority and are included on the register maintained by the Financial Services Authority so that we can carry on insurance mediation activity, which is broadly the advising on, selling and administration of insurance contracts. The register can be accessed via the Financial Services Authority website at www.fsa.gov.uk/register. Our reference number in the FSA Register is LS 426547.