This document sets out the basis on which we provide services to you and takes effect from its date of issue.
Please retain this agreement with your records.
ABOUT OUR FIRM Quotations for Corporate Schemes
Expacare Limited is a provider of international health insurance To provide a quotation for a corporate or group scheme (minimum
for expatriates of all nationalities and many local business of 5 employees), for each person to be covered we require name,
communities throughout the world. We only offer our own age or date of birth, nationality, where located, occupation, plan
products for International Healthcare Insurance but are unable to type and geographic area. For a claims related quotation (available
provide advice or recommendation as to their suitability. Our aim for schemes of 30 or more employees) we require the last three
is to provide an effective and efficient service for our clients using years claims experience.
experienced teams trained in specific areas of our business. If the scheme is to be on a ‘medical history disregarded’ basis,
membership of the scheme must be compulsory, unless otherwise
agreed in writing by the insurer.
Individuals insured under a Voluntary Scheme are subject to a two-
Expacare Limited is authorised and regulated by the Financial
Services Authority (www.fsa.gov.uk). Our FSA number is 134284.
Applications to join Corporate Schemes
To set up a corporate or group scheme, we require a completed
Group Application Form and a full member listing of employees
Quotations for Individual Schemes and their dependants (if applicable). Please note that Specialcare
benefits can only be provided if applied to the entire membership
We provide quotations for cover taking into account the location
of the group unless otherwise agreed in writing with Expacare.
and individual client details for whom cover is required, based on
the information provided. Payment is due on the start date and must be received within
Applications to join Individual Schemes
We respond to application forms in writing, confirming the start Issuing Insurance Certificates for Individual and Corporate
date, plan type and the geographical area of cover. Please check Schemes
that the cover confirmed is entirely in accordance with the given We will despatch membership documents (membership guide,
instructions and write to us immediately if any change is required, insurance certificate for each member, membership card and claim
quoting the client membership or invoice number. forms) as soon as practicable following receipt of the premium
Cover cannot be backdated and will start on the day we receive
the application form unless a later date is specified (which must be Documentation must be checked thoroughly to ensure that it has
within 30 days from the date of receipt of application). been issued in accordance with instructions given to us.
There is a 14-day ‘cooling off’ period from the date of receipt
of the insurance certificate, during which time the contract may
be cancelled. This would be effective from the start date and
premiums will be refunded. No claims will be met if the plan
is cancelled. If a claim has been made, premiums will not be
Protocol-Nov10 Page 1 of 4
DUTY OF DISCLOSURE Medical Underwriting for Applicants aged 65 or over
We wish to remind clients of their duty of disclosure. Applicants for individual, voluntary or group plans who are 65 or
over at commencement are excluded from claiming for pre-existing
In addition to providing all basic information to enable us to
conditions through the imposition of specific exclusions based on
place the risk, you must ensure that you are complying with your
the completion of a medical questionnaire which we will send.
legal duty to disclose all material matters relating to the risk.
In particular, you must satisfy yourself as to the accuracy and Cover will not start until the applicant’s acceptance of any
completeness of the information you provide to insurers. This will exclusions has been received by us, which should be within 6 weeks
still apply where any amendment is made to the insurance. of our notification to the applicant.
In this respect, you must provide all information relating to the Changes to membership for Individual and Corporate
risk, whether favourable or not, which would influence the Schemes
judgement of a prudent insurer in determining whether he will Any change in cover required should be notified in writing, at the
accept the risk and, if so, the premium applicable and on what earliest opportunity, detailing the required changes and enclosing
terms. any relevant documentation, e.g. additional application form, copy
If you do not disclose all such information, insurers have the right of birth certificate etc.
to void the contract from its commencement which may lead to Any payment is due immediately and must be received within
claims not being met. 30 days. Revised / new documentation will not be issued until
payment has been received.
BINDING AUTHORITY On reaching age 18, a child dependant may remain covered at the
child rate provided they are in full time education – verification
When providing a quotation or confirming cover, we are acting
of which will be required. At the renewal following their 24th
in an underwriting capacity on behalf of the Insurer who, under
birthday, children must leave the family plan for their own adult
a Binding Authority Agreement, has given us authority to act on
Expacare Limited are able to offer the choice of paying
Moratorium for Individual or Voluntary Scheme Clients premiums on either a six-monthly or quarterly basis (frequency
Applicants for individual or voluntary plans who are aged 64 and to be confirmed to Expacare prior to renewal of the policy). An
under, are excluded from claiming for pre-existing conditions administration charge of 2% and 4% respectively will be applied.
under a moratorium which states:
A pre-existing condition is a medical condition which has within
the prior two-year period:
• been diagnosed Individual and Corporate Plans
Amendments, additions to and/or cancellations cannot be
• eeded medical treatment (including drugs, special diets or
backdated. We will provide a pro-rata refund for cancellations
provided no claims have been incurred against the policy.
• for which medical advice has been sought (including check-ups)
• or which medical advice should have been sought if recognised
OUR DEALINGS WITH YOU
clinical advice had been followed
Under this agreement, including our dealings with you in
• as undiagnosed symptoms, whether investigated or not.
connection with Claims, we act as agent of the Insurer / Provider.
After two years of continuous insurance cover, a pre-existing Additionally we hold monies received under this agreement as
condition will become eligible for benefit (unless specifically agent of the Insurer and not as client money.
excluded under your Plan) provided that:
Occasionally, it may be necessary for us to contact you by
• no symptoms have been suffered telephone, fax or Email. Should you not wish us to do so you must
• o physician has been consulted for check-ups, medical
n advise us in writing.
treatment or advice The language of this Health Insurance contract is English.
• o medication has been taken (including drugs, special diets or
RECORDS AND DOCUMENTS
Medical History Disregarded (MHD) We treat all client records as confidential and keep records of our
Where MHD underwriting is offered to a Group by Expacare business transactions for at least six years.
(subject to acceptance of completed relevant forms and submission
of full membership listing), these policies will exclude any claims
for any pending/planned inpatient treatment or serious condition
that the insured person(s) was aware of at the time of inception
date, which was not disclosed to and accepted by the underwriters.
Protocol-Nov10 Page 2 of 4
REMUNERATION We have a standard form of contract which deals with the above
issues more formally than this document. If you would like any
Expacare Limited do not charge a fee for their services but do
e-mail exchanges between us to be governed in a more formal way
receive a percentage of the premium as commission.
and we have not already done so, we would be happy to send you
If you are a corporate entity with whom we have a direct a signed copy of the contract for counter¬signature.
relationship, we will disclose upon request our earnings in cash
terms, or to the extent that it cannot be indicated in cash terms,
the basis upon which the calculation is made. GOVERNING LAW & JURISDICTION
The Plan shall be interpreted under, governed by and construed
in accordance with the laws of England and for this purpose
the Client and Underwriters agree to submit to the exclusive
We recognise that communicating by e-mail on a ‘desk-to-desk’ jurisdiction of the courts of England in any dispute arising
basis is a very desirable method of conducting business and that hereunder.
e-mail is fast replacing facsimile as the preferred method of
communication. However, if you choose to communicate with us
by e-mail, we do have some concerns specific to its use in placing DATA PROTECTION ACT 1998
and servicing insurance which we would like to share with you: As part of our role and service we will from time to time need
• Integrity & Receipt: There is no certainty of the completeness, to collect personal data which might on occasions be deemed
accuracy or even the receipt of a message or data file sent personal sensitive data. This Company is registered with the
by e-mail. We are concerned that using e-mail as part of a Information Commissioner as Data Controller and Processor.
contractual process creates an exposure for our clients and We will abide by the stated principles of the Data Protection Act at
their agent or professional advisor (e.g. in such areas as all times. These can be viewed on the Information Commissioners
mis-representation or non-disclosure of information, where website – www.dataprotection.gov.uk. Our clients are entitled to
corruption of data during transmission or missing file data file request a copy of the personal data which we hold with reference
attachments may not be immediately obvious to the recipient, to them by writing to the:
and the offer and acceptance process of insurance contract
Data Protection Officer,
terms). For important messages, we may ask for a confirmation
of receipt and we will acknowledge or respond to those
messages that we receive. Hard copies of messages may also be
1B Knoll Rise,
requested or sent where considered appropriate.
• Confidentiality: By unavoidably having to use third party service Kent
providers to ‘deliver’ e-mails, confidentiality may be outside of BR6 OJA
the sender’s control.
Your personal data may be transferred outside of the European
• Appropriateness: Where receipt of a message by a given time/ Economic Area for processing. Any transfer of your data is done
date is critical or the subject matter is of an important nature, in circumstances ensuring that your data is processed only in
such messages should be communicated by facsimile or courier accordance with the Data Protection Act 1998.
to ensure that it is received and can then be acted upon. Many
Your personal data will be shared with our third party 24 hour
contracts of insurance have provisions which require notice in
assistance companies and claims administration providers.
writing in order to ensure compliance, particularly in relation
Aggregated data may be used by Expacare Limited or others for
to claims advice. The use of e-mail in such circumstances may be
research, product design or statistical purposes. The personal
data may also be used by Expacare Limited to provide clients with
• Legality: In the absence of any contract setting out the terms details of products which we consider suitable.
of communicating by e-mail, it may be questioned in certain
The Expacare website does not collect personal data using Cookies
jurisdictions as to whether such communications are or will
and we do not create profiles or analyse a visitor's online activity.
be legally admissible as evidence in any dispute, without
considerable supporting evidence as to checks having been
made on receipt, security and integrity of the communication. HOW TO COMPLAIN
• Viruses: With knowledge of the potential damage which If you have a complaint about our practice or performance,
computer viruses can cause, e-mail users should use their best including claims handling, this should be referred to The Managing
endeavours to ensure that they do not transmit harmful viruses Director, Expacare Limited, Columbia Centre, Station Road,
to other parties. Bracknell, Berkshire, RG12 1LP.
Complaints may subsequently be referred to the Financial
Ombudsman Services, South Quay Plaza, 183 Marsh Wall, London
E14 9SR. Tel 020 7964 1000. Please see www.financial-ombudsman.
org.uk for information.
Protocol-Nov10 Page 3 of 4
Expacare Limited are subject to the Financial Services
Compensation scheme in the United Kingdom. Please see www.
fscs.org.uk for information.
LIMITATION OF LIABILITY
Expacare Limited's maximum total liability, including that of any
employee, affiliate, agent or contractor, relating to its services,
regardless of the cause of the action, will be limited to direct
damages in an amount not to exceed £100,000 for each and
every incident and no more than £250,000 in the aggregate over
the life of the appointment. The foregoing limitation of liability
shall not apply to the extent that any liability arises from the
gross negligence or wilful misconduct of Expacare Limited, its
employees, affiliates, agents or contractors or from bodily injury,
death of any person, or damage to any real or tangible personal
property. Neither party shall be liable for any direct special or
Full details of the products offered by Expacare can be found on
our website at: www.expacare.com
Telephone: + 44 (0) 1344 381650
Fax +44 (0) 1344 381690
Protocol-Nov10 Page 4 of 4