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Timeline guidance

ICOBS 6A.1 1Guaranteed asset protection (GAP) contracts

Application

ICOBS 6A.1.1 R RP

1This section applies to a firm which sells a GAP contract to a customer in connection with the sale of a vehicle by:

  1. (1)

    the firm; or

  2. (2)

    a person connected to the firm.

ICOBS 6A.1.2 G RP

1There is a sufficient connection between the GAP contract and the sale of a vehicle if the GAP contract is sold in connection with other goods and services, for example a credit agreement.

ICOBS 6A.1.3 G RP

1A person connected with a firm includes acting as an introducer or appointed representative for that firm or if, regardless of authorisation status, it has a relevant business relationship with the firm.

Ensuring the customer can make an informed decision

ICOBS 6A.1.4 R RP
  1. (1)

    1Before a GAP contract is concluded, a firm must give the customer the following information:

    1. (a)

      the total premium of the GAP contract, separate from any other prices;

    2. (b)

      the significant features and benefits, significant and unusual exclusions or limitations, and cross-references to the relevant policy document provisions;

    3. (c)

      whether or not the GAP contract is sold in connection with vehicle finance, that GAP contracts are sold by other distributors;

    4. (d)

      the duration of the policy;

    5. (e)

      whether the GAP contract is optional or compulsory;

    6. (f)

      when the GAP contract can be concluded by the firm, as described in ICOBS 6A.1.6R and ICOBS 6A.1.7R; and

    7. (g)

      the date the information in (a) to (f) is provided to the customer.

  2. (2)

    This information must be communicated in a clear and accurate manner and on paper2 or another durable medium in accordance with ICOBS 4.1A2.

  3. (3)

    This information must be drawn to the customer’s attention and must be clearly identifiable as key information that the customer should read.

ICOBS 6A.1.5 G RP

1A firm must also comply with the rules in ICOBS 6 (Product Information).

Deferred opt-in for GAP contracts

ICOBS 6A.1.6 R RP

1Except as specified in ICOBS 6A.1.7R, a GAP contract cannot be concluded by a firm until at least 2 clear days have passed since the firm complied with ICOBS 6A.1.4R.

ICOBS 6A.1.7 R RP

1A firm can conclude a GAP contract the day after providing the information in ICOBS 6A.1.4R to a customer if the customer:

  1. (1)

    initiates the conclusion of the GAP contract; and

  2. (2)

    consents to the firm concluding the GAP contract earlier than provided for in ICOBS 6A.1.6R, and confirms that they understand the restriction in ICOBS 6A.1.6R.

ICOBS 6A.1.8 G RP

1Before concluding a GAP contract, a firm should have regard to the information needs of its customers and consider whether it would be in the customer’s interest to receive the information in ICOBS 6A.1.4R again, for example, if a long time has passed between providing the information and the conclusion of the contract.

ICOBS 6A.2 Optional additional products

Restriction on marketing or providing an optional product for which a fee is payable

ICOBS 6A.2.1 R RP
  1. (1)

    1A firm must not enter into an agreement with a customer under which a charge is, or may become, payable for an optional additional product unless the customer has actively elected to obtain that specific product.

  2. (2)

    A firm must not impose a charge on a customer for an optional additional product under an agreement entered into on or after 1 April 2016 unless the customer has actively elected to obtain that specific product before becoming bound to pay the charge.

  3. (3)

    A firm must not invite or induce a customer to obtain an optional additional product for which a charge will be, or may become, payable if the firm knows or has reasonable cause to suspect that:

    1. (a)

      a contravention of (1) or (2) will take place with respect to the product; or

    2. (b)

      the person supplying the optional additional product will act in a way that would contravene (1) or (2) if that person were a firm.

  4. (4)

    An omission by a customer is not to be regarded as an active election for the purpose of this rule.

  5. (5)

    It is immaterial for the purposes of (3) whether or not the firm would or might be a party to the agreement for the optional additional product.

  6. (6)

    A charge includes a financial consideration of any kind whether payable to the firm or any other person.

  7. (7)

    [deleted]2

  8. (8)

    If the customer is required to obtain an additional product as a condition for the purchase of the non-investment insurance contract then that product is an optional additional product if the customer is given a choice:

    1. (a)

      as to the seller or supplier from whom to obtain the product; or

    2. (b)

      which specific product to obtain.

  9. (9)

    It is immaterial for the purposes of (7) and (8) whether the optional additional product is obtained from the firm or another person.

  10. (10)
    1. (a)

      If, under the terms and conditions of an optional additional product, there is to be an automatic renewal of the agreement on substantially the same terms, it suffices for the purposes of (1) to (3) if the customer actively elected before entering into the initial agreement or a preceding renewal to obtain the product.

    2. (b)

      An automatic renewal of the agreement is not to be regarded as being on substantially the same terms if, following the renewal, a charge will or may become payable for the optional additional product for the first time (in which case, (1) to (3) apply at the time of the renewal).

    3. (c)

      Except as set out in (b), changes in the level of charges for an optional additional product are to be disregarded in determining whether an automatic renewal of an agreement is on substantially the same terms.

  11. (11)

    A customer may make an active election for the purposes of this rule through an intermediary in the sales process or through a person acting on behalf of the firm.

ICOBS 6A.2.2 G RP

An example of an omission by a customer which is not to be regarded as an active election is the failure by the customer to change a default option such as a pre-ticked box on a website.

ICOBS 6A.2.3 G RP

Firms are reminded that a similar prohibition on opt-out selling of add-on products is imposed by The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in relation to optional additional agreements where the main sale is not a financial service or product.

ICOBS 6A.2.4 G RP

Firms are reminded that they must ensure that their appointed representatives comply with this section ICOBS 6A.2.

ICOBS 6A.2.5 G

2 Firms are reminded that retail premium finance is an optional additional product for the purposes of ICOBS 6A.2.1R.

ICOBS 6A.3 Cross-selling

Requirements where insurance is the primary product

ICOBS 6A.3.1 R

1When offering a non-insurance ancillary product or service as part of a package or the same agreement with an insurance product, a firm must:

  1. (1)

    inform the customer whether it is possible to buy the different components separately and, if so must provide the customer with an adequate description of:

    1. (a)

      the different components;

    2. (b)

      where applicable, any way in which the risk or insurance coverage resulting from the agreement or package differs from that associated with the components taken separately; and

  2. (2)

    provide the customer with separate evidence of the costs and charges of each component.

[Note: articles 24(1) and (2) of the IDD]

Requirements where insurance is the ancillary product

ICOBS 6A.3.2 R

1When offering an insurance product ancillary to and as part of a package or in the same agreement with a non-insurance product or service, a firm must offer the customer the option of buying the non-insurance goods or services separately.

ICOBS 6A.3.3 R

1 ICOBS 6A.3.2R does not apply where the non-insurance product or service is any of the following:

  1. (1)

    investment services or activities;

  2. (2)

    a credit agreement as defined in point 3 of article 4 of the MCD which is:

    1. (i)

      an MCD credit agreement; or

    2. (ii)

      an exempt MCD credit agreement; or

    3. (iii)

      a CBTL credit agreement; or

    4. (iv)

      a credit agreement referred to in articles 72G(3B) and (4) of the Regulated Activities Order;

  3. (3)

    a payment account as defined in regulation 2(1) of the Payment Accounts Regulations.

[Note: article 24(3) of the IDD]

General

ICOBS 6A.3.4 R

1This section does not prevent the distribution of insurance products which provide coverage for various types of risks (multi-risk insurance policies).

[Note: article 24(5) of the IDD]

ICOBS 6A.3.5 G

1In addition to the rules in ICOBS 6A.3 firms should still comply with the other rules in ICOBS relating to the offer and sale of insurance products that form part of the package or agreement, such as those applying to price disclosure (ICOBS 6.1.13R), optional additional products (ICOBS 6A.2) and specifying the demands and needs of the customer (ICOBS 5.2.1R).

[Note: article 24(6) of the IDD]

ICOBS 6A.4 Travel insurance and medical conditions

Application

ICOBS 6A.4.1 R

1This section applies in relation to a travel insurance policy, which is not:

  1. (1)

    a group policy; or

  2. (2)

    a policy entered into by a commercial customer.

Purpose

ICOBS 6A.4.2 G

1The purpose of this section is to improve access for consumers to travel insurance policies that include cover for more serious medical conditions.

Medical cover firm directory

ICOBS 6A.4.3 R
  1. (1)

    1A firm must include the details of a medical cover firm directory on the page of its website where it markets travel insurance policies.

  2. (2)

    The information required by (1) must:

    1. (a)

      be provided in a prominent, clear and accurate manner; and

    2. (b)

      include the contact details of the medical cover firm directory, including its telephone number and a link to its website;

  3. (3)

    The obligations in (1) and (2) apply 30 calendar days from the date on which the firm becomes aware (or ought reasonably to have become aware) of a publicly available directory that meets the requirements of a medical cover firm directory.

ICOBS 6A.4.4 G

1The FCA’s website contains a list of those directories which it considers to be medical cover firm directories.

Additional pre-contract information for the consumer

ICOBS 6A.4.5 R
  1. (1)

    12Where one or more circumstances set out in ICOBS 6A.4.6R applies, the firm that is responsible for communicating with the consumer under this sourcebook, must also communicate to the consumer:

    1. (a)

      the contact details, including telephone number and website, of the medical cover firm directory;

    2. (b)

      the purpose of the medical cover firm directory; and

    3. (c)

      the potential benefits of accessing the medical cover firm directory and any other relevant considerations.

  2. (2)

    The firm must communicate the information in (1):

    1. (a)

      in a manner that is prominent, clear and accurate; and

    2. (b)

      in accordance with ICOBS 4.1A.

The circumstances

ICOBS 6A.4.6 R

1 2The circumstances for the purposes of ICOBS 6A.4.5R are where a firm:

  1. (1)

    declines, or otherwise does not offer, a consumer a quotation due (wholly or partly) to a medical condition;

  2. (2)

    cancels a consumer’spolicy due (wholly or partly) to a medical condition;

  3. (3)

    offers a policy with a medical condition exclusion which cannot be removed from the policy;

  4. (4)

    offers a policy with a medical condition premium of £100 or more; and/or

  5. (5)

    offers a policy in respect of which the medical condition premium is not known.

Content of communication

ICOBS 6A.4.7 G
  1. (1)

    12When describing the purpose and potential benefits of accessing the medical cover firm directory, the communication provided to consumers pursuant to ICOBS 6A.4.5R should:

    1. (a)

      tell the consumer why they are receiving the communication;

    2. (b)

      taken as a whole, not discourage the consumer from using the directory; and

    3. (c)

      otherwise be the result of careful consideration by the firm of consumer needs and expectations in light of the requirements of relevant principles and rules, including Principles 6, 7 and 8.

  2. (2)

    An example of a relevant consideration (referred to in ICOBS 6A.4.5R(1)(c)) is where multiple consumers have applied for a joint travel insurance policy from the firm and should consider the consequences of purchasing separate travel insurance policies.

Exception: multiple policies

ICOBS 6A.4.8 R

1 2A firm need not comply with ICOBS 6A.4.5R where it is contemporaneously able to communicate an offer to a consumer of a travel insurance policy in respect of which none of the circumstances set out in ICOBS 6A.4.6R apply.

Exception: consumer has already accessed the medical cover firm directory

ICOBS 6A.4.9 R

1 2A firm need not comply with ICOBS 6A.4.5R where all the following conditions are met:

  1. (1)

    the firm is listed on a medical cover firm directory;

  2. (2)

    the firm is aware that the consumer has already accessed the medical cover firm directory in respect of the same risk; and

  3. (3)

    only ICOBS 6A.4.6R (4) applies.

ICOBS 6A.4.10 R

1 2A firm must not rely on the exception in ICOBS 6A.4.8R or ICOBS 6A.4.9R where it would still be in the consumer’s best interests to provide the communication under ICOBS 6A.4.5R.

ICOBS 6A.4.11 G

1 2An example of where it may be in the consumer’s best interests to provide the communication is where the consumer has expressed dissatisfaction to the firm with the quote provided.

ICOBS 6A.4.12 G
  1. (1)

    12Whether a firm has responsibility for communicating with the consumer under this section will depend on the rules in this sourcebook applicable to the relevant circumstances, and the language of relevant provisions in this section should be construed accordingly. See, for example, ICOBS 5.1.3CR (Packaged bank accounts), ICOBS 6.-1R (Producing and providing product information), ICOBS 6.1 (Providing product information to customers) and ICOBS 6.5 (Renewals).

  2. (2)

    Guidance on the application of these requirements to an insurer that is an incoming firm can be found at ICOBS 1 Annex 1 (Part 2) 5.1R.

  3. (3)

    Firms with appointed representatives are reminded that the effect of s39(4) of the Act is that where the appointed representative carries out the relevant activity, the firm must ensure that the appointed representative complies with the relevant provision (see SUP 12.3.1G).

Assessment of medical condition risk

ICOBS 6A.4.13 G
  1. (1)

    12Firms should assess the risk associated with medical conditions and calculate medical condition premiums by reference to reliable information that is relevant to the assessment of the risk. Firms which do not do this may communicate unclear, unfair or misleading price information to consumers and so risk breaching Principles 2, 6 and/or 7, and ICOBS 2.2.2R and/or ICOBS 2.5-1R. Firms also need to consider their obligations under the Equality Act 2010.

  2. (2)

    Firms are also reminded of their obligations in PROD 4.2 or 4.3 to identify and distribute travel insurance policies to the target market.

  3. (3)

    Prior to a firm offering a policy with a very high medical condition premium, the firm should take all reasonable steps to consider whether:

    1. (a)

      the nature of the medical screening or assessment process is insufficient to provide reliable information which is relevant to the assessment of the risk associated with the particular medical condition;

    2. (b)

      the high premium is intended to indicate an unwillingness to accept the risk by the insurer; or

    3. (c)

      the high premium is due to the medical condition falling outside of the insurer’s risk appetite or the target market for the product.

  4. (4)

    Where this is the case, offering a quote may mislead the consumer and/or result in them not being treated honestly, fairly and professionally in their best interests. A firm should consider instead whether it would be more appropriate not to offer a quote for the risk, explain the reason/s why not to the consumer and provide them with the details of the medical cover firm directory under ICOBS 6A.4.5R.

ICOBS 6A.5 Retail premium finance: disclosure and remuneration

Other requirements in the Handbook

ICOBS 6A.5.1 G

1This section does not affect the application of other requirements in the FCA Handbook applying to firms in relation to a regulated credit agreement.

Pre-contract information

ICOBS 6A.5.2 R

2In good time before the conclusion of a policy including on any renewal, a firm offering retail premium finance in relation to that policy must give the customer:

  1. (1)

    price information about:

    1. (a)

      the total cost of the policy if purchased without retail premium finance;

    2. (b)

      the total cost of the policy with retail premium finance including costs of, or associated with, the retail premium finance; and

    3. (c)

      any difference in the costs in (a) and (b),

      alongside each other;

  2. (2)

    a description that the use of retail premium finance arrangements will be more expensive for the customer compared to paying for the policy upfront;

  3. (3)

    details of any difference between the duration of the policy and that of the retail premium finance; and

  4. (4)

    where the price information is presented on any basis other than annually, an explanation alongside that information of any difference between the total price to be paid by the customer when buying with or without retail premium finance.

ICOBS 6A.5.3 R

2The information in ICOBS 6A.5.2R must be communicated:

  1. (1)

    in a way that is accessible and which draws the consumer’s attention to it as key information; and

  2. (2)

    in accordance with ICOBS 4.1A.

Active election

ICOBS 6A.5.4 G

For the purposes of ICOBS 6A.2.1R, providing the customer with the choice between paying monthly or annually will not be sufficient to show the customer has made an active election to obtain the retail premium finance.

Premium finance related remuneration

ICOBS 6A.5.5 R

A firm must not propose or arrange the use of any particular retail premium finance where that would be inconsistent with the firm’s obligations in the FCA Handbook, including the customer’s best interest rule, SYSC 19F.2 or CONC.

ICOBS 6A.5.6 G
  1. (1)

    Firms are reminded of their obligations elsewhere in the FCA Handbook including:

    1. (a)

      Principles 1 and 6 to act with integrity and treat customers fairly;

    2. (b)

      Principle 8 to manage conflicts of interest fairly, both between itself and its customers and between a customer and another client. This principle extends to the remuneration a firm receives including soliciting or accepting inducements where this would conflict with a firm’s duties to its customers;

    3. (c)

      conflicts of interest requirements in SYSC 3.3 (for insurers) or SYSC 10 (for insurance intermediaries);

    4. (d)

      the customer’s best interests rule, and SYSC 19F.2 to ensure remuneration arrangements do not conflict with their duty to comply with the customer’s best interests rule.

  2. (2)

    An inducement is a benefit offered to a firm, or any person acting on its behalf, with a view to that firm, or that person, adopting a particular course of action. This can include, but is not limited to, cash, cash equivalents, commission, goods, hospitality or training programmes.

ICOBS 6A.5.7 G
  1. (1)

    Firms should consider, at inception and then on a regular basis, their arrangements with providers or distributors of retail premium finance and whether they could give an incentive to act in a way that is inconsistent with the customer’s best interests rule or otherwise could risk breaching any of the provisions referred to in ICOBS 6A.5.6G above. For example, a firm’sremuneration arrangements should not provide an incentive to offer retail premium finance having greater costs to the customer (including a higher APR) where another retail premium finance arrangement, better aligned with the customer’s interests, is available to the firm in the market.

  2. (2)

    For the purposes of (1) a firm would be considering its arrangements with providers or distributors of retail premium finance on a regular basis where these arrangements are assessed as part of the firm’s compliance with PROD 4.2.35AR (for a manufacturer) or PROD 4.3.6AR (for a distributor) to consider if these arrangements are consistent with providing fair value.

  3. (3)

    When considering its arrangements with providers or distributors of retail premium finance, both before entering into any arrangement and on a regular basis, a firm should be able to demonstrate:

    1. (a)

      how the arrangements provide a fair outcome for the customer; and

    2. (b)

      why that arrangement was selected.

    For example, where the firm receives a greater level of remuneration, whether through a higher commission rate or otherwise, compared to other arrangements available to it, including any monthly payment arrangement where the price to the customer is not greater than where the policy is sold on a standalone basis, it will need to demonstrate how this selection was consistent with the customer’s best interests rule.

  4. (4)

    Where the remunerationfirms receive in relation to retail premium finance conflicts with the duty to comply with the customer’s best interests rule they will need to take appropriate actions to address the situation including, where necessary, changing retail premium finance providers.

ICOBS 6A.6 Cancellation of automatic renewal

Application

ICOBS 6A.6.1 R

1This section applies in relation to all general insurance contracts entered into with consumers which have an automatic renewal feature except for:

  1. (1)

    private health or medical insurance; and

  2. (2)

    pet insurance.

Purpose

ICOBS 6A.6.2 G

The purpose of this section is to support Treating Customers Fairly outcome 6 – “Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint”, by making it easier for consumers who wish to prevent their policy from automatically renewing to cancel this feature of their policy.

Requirement for a range of cancellation methods

ICOBS 6A.6.3 R

A firm must provide a consumer with easy and accessible methods for cancelling the automatic renewal feature in the consumer’s contract.

ICOBS 6A.6.4 R
  1. (1)

    The methods provided by a firm in accordance with ICOBS 6A.6.3R must include at least all the methods by which a consumer is able to purchase a new policy with the firm.

  2. (2)

    A firm must consider the needs of its customers when determining what cancellation methods it provides.

ICOBS 6A.6.5 G

An easy and accessible method for cancelling an automatic renewal feature is a method that does not place any unnecessary barriers on the consumer who uses it. Unnecessary barriers may include one or both of the following:

  1. (1)

    unreasonably longer call waiting times to cancel the automatic renewal feature than to purchase a new policy; and/or

  2. (2)

    unnecessary questions or steps before the consumer is able to confirm their instructions to cancel the automatic renewal feature.

Times a consumer may cancel

ICOBS 6A.6.6 R

A firm must allow the consumer to exercise their right to cancel the automatic renewal feature:

  1. (1)

    at the time the consumer purchases the policy and at any time during the duration of the policy; and

  2. (2)

    free of charge.

ICOBS 6A.7 Disclosure requirements for multi-occupancy buildings insurance

Application

ICOBS 6A.7.1 R

1This section applies in relation to a multi-occupancy building insurance contract.

Purpose

ICOBS 6A.7.2 G
  1. (1)

    1The purpose of this section is to:

    1. (a)

      improve transparency in the multi-occupancy building insurance contract market; and

    2. (b)

      enable leaseholders to receive clear and accessible information about the building insurance arrangements in connection with the building in which they are tenants to allow them to better understand:

      1. (i)

        the scope of insurance cover in relation to that building; and

      2. (ii)

        how any tenancy charges relating to the multi-occupancy building insurance contract have been incurred.

  2. (2)

    The rules in ICOBS 6A.7 require firms to produce disclosures to be provided to leaseholders. In the FCA Handbook, the term leaseholders will include any natural persons who are policy stakeholders or policyholders, who are acting outside of their trade or profession and who are liable to pay service charges in relation to tenancies for dwellings (in line with the Landlord and Tenant Act 1985) and, where relevant, a recognised tenants’ association.

What information must be disclosed

ICOBS 6A.7.3 R
  1. (1)

    1As soon as reasonably practicable after the conclusion of a multi-occupancy building insurance contract, and upon any subsequent renewal, a firm must:

    1. (a)

      give the customer the information specified in (2); and

    2. (b)

      tell the customer to pass a copy of this information on promptly and in full to any leaseholder of the building in relation to which the multi-occupancy building insurance contract provides cover.

  2. (2)

    The information in (1) must include:

    1. (a)

      a summary of the cover (in accordance with ICOBS 6A.7.5R);

    2. (b)

      pricing information (in accordance with ICOBS 6A.7.6R);

    3. (c)

      remuneration information (in accordance with ICOBS 6A.7.8R);

    4. (d)

      (for an insurance intermediary) placing and shopping around information (in accordance with ICOBS 6A.7.11R); and

    5. (e)

      (for an insurance intermediary) conflicts of interest information (in accordance with ICOBS 6A.7.14R).

  3. (3)

    Where the firm is in contact with, or has contact details for, a leaseholder:

    1. (a)

      it may meet the requirements in (1) by instead providing the information directly to the leaseholder; and

    2. (b)

      where it has been made aware that the leaseholder has not received any information in (2) from the customer, it must provide the leaseholder with that information.

ICOBS 6A.7.4 G

1The table in ICOBS 6A.7.21R sets out the responsibilities of insurers and insurance intermediaries in relation to which firm will be responsible for producing the information required by this section and which firm will be responsible for giving this information to the customer, or leaseholder, in order to meet ICOBS 6A.7.3R(1).

Summary of the cover

ICOBS 6A.7.5 R

1The summary of the cover under ICOBS 6A.7.3R(2)(a) must include, where applicable, the following information:

  1. (1)

    name of the insurance undertaking and its regulatory status;

  2. (2)

    type of insurance;

  3. (3)

    main risks insured;

  4. (4)

    summary of excluded risks;

  5. (5)

    the insured sum, together with:

    1. (a)

      in the case of a flat, the amount for which the building containing it is insured under the policy and, if specified in the policy, the amount for which the flat is insured under it; and

    2. (b)

      in the case of a dwelling other than a flat, the amount for which the dwelling is insured under the policy;

  6. (6)

    excesses;

  7. (7)

    term or duration of the policy including the start and end dates of the contract;

  8. (8)

    exclusions where claims cannot be made; and

  9. (9)

    significant features and benefits.

Pricing information

ICOBS 6A.7.6 R

1The pricing information required by ICOBS 6A.7.3R(2)(b) must set out the total premium for the policy and include:

  1. (1)

    the amount of insurance premium tax;

  2. (2)

    the amount of value added tax; and

  3. (3)

    a breakdown of the premium at:

    1. (a)

      (in the case of a flat) building level and (if specified in the policy) the flat; and

    2. (b)

      (in the case of a dwelling that is not a flat) at dwelling level.

ICOBS 6A.7.7 R
  1. (1)

    1For the purposes of ICOBS 6A.7.6R(3), where a firm is unable to identify the specific amount of premium at building or dwelling level, the firm may provide an estimate of the breakdown of the premium for that building or dwelling.

  2. (2)

    A firm relying on (1) must take reasonable care when producing the estimate to ensure the leaseholder can rely upon the amount to understand the building or dwelling level premium.

Remuneration information

ICOBS 6A.7.8 R

1The remuneration information required by ICOBS 6A.7.3R(2)(c) must include:

  1. (1)

    the total commission that the firm and any associate receives; and

  2. (2)

    any remuneration or other financial incentive offered or given by the firm to any third party, including the freeholder or anyone acting on their behalf, in particular where the firm knows, or should be reasonably aware, that the sum will be included in the amount a leaseholder would be liable to pay,

in connection with the multi-occupancy building insurance contract.

ICOBS 6A.7.9 R

1The disclosure in ICOBS 6A.7.8R must be in cash terms (estimated, if necessary).

ICOBS 6A.7.10 G

1The disclosure under ICOBS 6A.7.8R should include all forms of remuneration or financial incentive, that would or could be received by the firm, its associates or any third party, in connection with a multi-occupancy building insurance contract, whether before or after the conclusion of that policy. This would include arrangements for sharing profits or where the remuneration is contingent on future events such as payments that rely on certain targets being met.

Placement and shopping around information

ICOBS 6A.7.11 R

1The information required by ICOBS 6A.7.3R(2)(d) must include:

  1. (1)

    the number of alternative policy quotes the firm obtained from:

    1. (a)

      the insurance undertaking with which the multi-occupancy building insurance contract was taken out; and

    2. (b)

      any other insurance undertaking(s); and

  2. (2)

    an explanation of why the particular multi-occupancy building insurance contract taken out was consistent with the interests of both the customer and the leaseholder.

ICOBS 6A.7.12 R

1In relation to the information in ICOBS 6A.7.11R(1), a firm must, on request from a customer or a leaseholder, provide further details about the quotes it obtained.

ICOBS 6A.7.13 G

1The explanation in ICOBS 6A.7.11R(2) may be adapted according to whether the firm provided a personal recommendation in relation to the policy or not. It would be expected that where a personal recommendation has been provided, the explanation will set out why the particular policy was presented as suitable for the customer, taking into account its level of cover and cost, and relevant exclusions, excesses, limitations and conditions. Whether or not the policy was taken out following the provision of advice to the customer, the explanation should provide sufficient detail to enable the customer and leaseholder to understand why the particular policy was proposed.

Conflicts of interest information

ICOBS 6A.7.14 R

1The information required in ICOBS 6A.7.3R(2)(e) must include:

  1. (1)

    whether the firm has a direct or indirect holding representing 10% or more of the voting rights or capital in a given insurance undertaking;

  2. (2)

    whether a given insurance undertaking or its parent undertaking has a direct or indirect holding representing 10% or more of the voting rights or capital in the firm; and

  3. (3)

    whether the firm is representing the customer or is acting for and on behalf of the insurer.

Providing required information under ICOBS 6A.7

ICOBS 6A.7.15 R
  1. (1)

    1The information required by ICOBS 6A.7.3R may be provided:

    1. (a)

      in a standalone document; or

    2. (b)

      in a combination of documents including documents provided to the customer for the purposes of other ICOBS rules.

  2. (2)

    A firm must ensure that the information required by ICOBS 6A.7.3R, in particular when presented in a combination of documents, is:

    1. (a)

      clear, fair and not misleading;

    2. (b)

      accessible and easy to understand for leaseholders; and

    3. (c)

      sufficiently prominent and clearly identifiable as containing key information that the leaseholder should read (individually and when the documents are taken together).

ICOBS 6A.7.16 G
  1. (1)

    1When determining the format in which the firm will provide the information for the purposes of ICOBS 6A.7.15R, a firm should consider what a leaseholder needs in order to understand the relevance of any information provided by the firm.

  2. (2)

    In order to provide the information required in ICOBS 6A.7.3R, a firm may rely, at least in part, on the content in existing documents that are provided to the customer to meet disclosure requirements elsewhere in ICOBS, for example the IPID or policy summary, which include that information.

Means of communication

ICOBS 6A.7.17 R
  1. (1)

    1The information in ICOBS 6A.7 must be given on paper or another durable medium in accordance with ICOBS 4.1A (Means of communication to customers).

  2. (2)

    A firm must use reasonable endeavours to ensure any election of the medium in which the information is to be provided is appropriate for the leaseholders receiving the information.

Receiving and responding to queries from customers and leaseholders

ICOBS 6A.7.18 R

1Where a firm is contacted by a customer or leaseholder in relation to the information required to be provided by any of the rules in ICOBS 6A.7, it must:

  1. (1)

    respond promptly; and

  2. (2)

    provide good outcomes-focused support that is appropriate given the nature of the query, including by providing:

    1. (a)

      an appropriate level of information to meet their needs;

    2. (b)

      information that is:

      1. (i)

        clear, fair and not misleading; and

      2. (ii)

        accessible and easy to understand; and

    3. (c)

      the information required under ICOBS 6A.7.3R where this has not been passed on to a leaseholder.

ICOBS 6A.7.19 G
  1. (1)

    1When considering the good outcomes in ICOBS 6A.7.18R(2) in relation to a query from a leaseholder, a firm should consider the purpose of the policy and the interests of the leaseholders.

  2. (2)

    Where the firm receiving the query considers that another firm is better placed to provide a response (for example, due to that other firm having been responsible for producing the information to which the query relates), it should take all reasonable steps to refer the query to that other firm and reasonably support the leaseholder in obtaining a response.

  3. (3)

    Where a firm receives a query from a leaseholder, it should not create or rely on unreasonable barriers to responding to that query. In particular, where the leaseholder asserts that it has not received the information in ICOBS 6A.7.3R, ICOBS 6A.7.3R(3) requires the firm to provide this information proactively, and not wait to be asked for it or refer the leaseholder to the customer. This includes providing the information to the leaseholder regardless of whether a customer is purporting to withhold consent to the required information being passed to a leaseholder.

Production and provision of information: responsibilities of insurers and insurance intermediaries

ICOBS 6A.7.20 R

1Where a firm is responsible for producing information required by the rules in ICOBS 6A.7 as set out in ICOBS 6A.7.21R but is not in contact with the customer (or its representative), it must provide that information to the relevant insurance intermediary in contact with the customer.

ICOBS 6A.7.21 R

1The table in this rule sets out the responsibilities of insurers and insurance intermediaries for producing and providing to a customer the information required by this section in order to meet ICOBS 6A.7.3R(1).

Requirement

Item of disclosure

Production

Providing to customer

ICOBS 6A.7.3R(2)(a)

Summary of the cover

Insurer

Firm in contact with customer

ICOBS 6A.7.3R(2)(b)

Pricing information

Insurer

Firm in contact with customer

ICOBS 6A.7.3R(2)(c)

Remuneration information

Any insurance intermediary involved with the distribution

Firm in contact with customer

ICOBS 6A.7.3R(2)(d)

Placing and shopping around information

Insurance intermediary in contact with the customer

Firm in contact with customer

ICOBS 6A.7.3R(2)(e)

Conflicts of interest information

Insurance intermediary

Firm in contact with customer

Responsibilities of insurers and insurance intermediaries in certain situations

ICOBS 6A.7.22 R

1The table in this rule modifies the rule in ICOBS 6A.7.21R on the responsibilities of insurers and insurance intermediaries for producing and providing to a customer the information required by this section.

Situation

Insurance intermediary’s responsibility

Insurer’s responsibility

(1)

Insurance intermediary operates from an establishment in the United Kingdom or Gibraltar

Insurer or insurance undertaking does not operate from an establishment in the United Kingdom or Gibraltar

Production and providing

None

(2)

Insurance intermediary does not operate from an establishment in the United Kingdom or Gibraltar; or where the distribution is carried on by a person that is not authorised or an authorised professional firm carrying on non-mainstream regulated activities

Insurer operates from an establishment in the United Kingdom or Gibraltar

None

Production and providing

(3)

Insurance intermediary does not operate from an establishment in the United Kingdom or Gibraltar

Insurer or insurance undertaking does not operate from an establishment in the United Kingdom or Gibraltar

The firm with the contact with the customer has the responsibility for production and/or provision

The firm with the contact with the customer has the responsibility for production and/or provision