020 3062 6200

Terms & Conditions

It is important you read this document as it sets out important information about us, our services, and the protections you have when engaging with us. If you are unsure about any of the information below you should contact us immediately for further guidance.

Authorisation Statement

Tessa Alliance Ltd is Authorised and Regulated by the Financial Conduct Authority (FCA). The FCA regulates financial services in the UK and you can check our authorisation and permitted activities on the Financial Services Register by visiting the FCA’s website www.fca.org.uk/firms/systems-reporting/register. Our FCA number is 992413.

Our Services

  • We act as an insurance intermediary, providing advisory services.

  • No fee is charged for our service; we receive commission directly from insurers.

  • We do not hold client monies.

As an intermediary we will act on your behalf when providing advice and making our personal recommendation(s) to you. When recommending an insurer based on your demands and needs from a fair analysis of the market. The insurers we consider will be listed to you when we carry out our research. We only provide advice on private medical insurance contracts.

The Costs of our Services
We do not charge a fee for these services as we will receive commission from the policy provider/insurer.

Our Ethical Policy
We are committed to providing the highest standard of advice and service possible. The interest of our customers is paramount to us and to achieve this we have designed our systems and procedures to place you at the heart of our business. In doing so, we will:

  • be open, honest and transparent in the way we deal with you;

  • not place our interests above yours;

  • communicate clearly, promptly and without jargon;

  • seek your views and perception of our dealings with you to ensure it meets your expectations or to identify any improvements required;

  • where possible we will adapt our communication means with you according to your needs. Please discuss this with us.

Cancellation rights
Certain protection and insurance contracts allow you the right to cancel after a contract has been put in force. Prior to you entering into a contract of protection or insurance we will provide you with specific details should this apply to include: its duration; conditions, practical instructions and any costs for exercising it, together with the consequences of not exercising it.

We prefer our clients to give us instructions in writing, to aid clarification and avoid future misunderstandings. We will, however, accept oral instructions provided they are confirmed in writing.

If you wish to register a complaint, please write to Tessa Alliance Ltd 40 Long Lane, Uxbridge UB10 0EG or telephone 02030626200. A summary of our internal complaints handling procedures for the reasonable and prompt handling of complaints is available on request and if you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at www.financial-ombudsman.org.uk or by contacting them on 0800 023 4567. The Financial Ombudsman Service is a free and easy-to-use service that settles complaints between consumers and businesses that provide financial services.

Compensation Scheme
If you make a complaint and we are unable to meet our liabilities, you may be entitled to compensation from the Financial Services Compensation Scheme. Further information about the limits applicable to the different product types is available from the FSCS at http://www.fscs.org.uk/what-we-cover/products

Client Verification
We may be required to verify the identity of our clients, to obtain information as to the purpose and nature of the business which we conduct on their behalf, and to ensure that the information we hold is up-to-date. For this purpose we may use electronic identity verification systems and we may conduct these checks from time to time throughout our relationship, not just at the beginning.

This agreement is governed and shall be construed in accordance with the Law of England and the parties shall submit to the exclusive jurisdiction of the English Courts.

Force Majeure
Tessa Alliance shall not be in breach of this Agreement and shall not incur any liability to you if there is any failure to perform its duties due to any circumstances reasonably beyond its control.

The authority to act on your behalf may be terminated at any time without penalty by either party giving seven days notice in writing to that effect to the other, but without prejudice to the completion of transactions already initiated. Any transactions effected before termination and a due proportion of any period charges for services shall be settled to that date.

This is our standard agreement upon which we intend to rely. For your own benefit and protection you should read the terms carefully. If you do not understand any of these, please ask for further information.

Terms of Business

1. Introduction: These terms of business outline the agreement between Tessa Alliance Ltd, and You the client, for the provision of health insurance brokerage services. Please read this document carefully. It sets out the terms and conditions on which we agree to act for you. It also outlines your responsibilities both to us, to insurers and to other third-party providers. Please contact us immediately if there is anything in this document that you do not understand/or with which you disagree. In the interests of security staff training and to generally improve our service please be aware that telephone calls may be recorded.

2. Services Provided: Tessa Alliance Ltd will provide health insurance brokerage services, including consultation, policy comparison, and assistance in securing health insurance coverage based on the Client’s needs. We have access to a panel of insurers so will undertake a fair view of the market when recommending a product. Our scope of services includes arranging, advising on, to act as an agent for the insurer, advise on and assist with ongoing changes to your insurance plan. We have access to a comprehensive range of leading healthcare insurers and providers, allowing us to conduct a fair analysis of the market on your behalf. Upon evaluating your specific requirements, we will recommend a suitable insurance product. This recommendation will be outlined in a demand and needs document, clearly stating the rationale for our recommendation and the cover provided. In some cases, where circumstances dictate, we may simply provide information on your existing insurance without providing advice or making a recommendation. If, for example, we do not recommend renewing your insurance, we will be transparent about this in our documentation. Our commitment is to ensure clarity and transparency in all our interactions with you. Tessa Alliance is a trading name of Tessa Alliance Ltd which is authorised and regulated by the Financial Conduct Authority (FCA). Our Financial Register number is (992413). This can be checked on the FCA register at www.register.fca.org.uk you can also call the FCA on 020 7066 10000800 111 6768 (freephone) or 0300 500 8082 (from the UK)

3. Client Responsibilities: The Client agrees to provide accurate and complete information regarding their health status, coverage preferences, and any other relevant details necessary for the brokerage services to put a health insurance plan in place. 4. Confidentiality: Both parties agree to maintain the confidentiality of all information shared during the course of the brokerage relationship.

5. Fees and Payment: Our service and advise is free of charge as we are remunerated by the insurer directly. Further information can be provided on request.

6. Disclosure of Commission: Tessa Alliance Ltd may receive commissions from insurance providers based on policies secured for the Client. Any such commissions will be disclosed to the Client upon request. 7. Policy Selection: The final decision on the choice of a health insurance policy rests with the Client. Tessa Alliance Ltd will provide advice and recommendations based on the Client’s needs, but the Client retains the authority to make the ultimate decision.

8. Policy Terms and Conditions: The Client is responsible for reviewing and understanding the terms and conditions of the selected health insurance policy. Tessa Alliance Ltd will provide assistance in interpreting policy details upon request. It is the client’s responsibility to be honest and accurate when disclosing information in relation to taking out an insurance plan. You must act with good faith when dealing with your insurer. If you feel there is something you’re unsure of when disclosing information in relation to taking out insurance, you should always disclose anyway as a failure to do so may end up voiding your plan.

9. Changes and Cancellations: The Client must inform Tessa Alliance Ltd and the insurer promptly of any changes in their circumstances that may affect the insurance coverage. In the event of policy cancellations or changes, the Client is responsible for any associated fees or adjustments. You normally have 14 days from inception of your plan to cancel, some insurers will have longer cancellation timeframes. Please also contact us if you wish to cancel your plan. If a refund is due it will be made to the client directly from the insurer. 10. Payment for insurance coverage: Tessa Alliance Ltd does not hold any monies for the client or insurer. When arranging health insurance all premiums are paid directly to the insurer all the information on how this works will be included in your insurance policy documents.

11. Dispute Resolution:Any disputes arising from this agreement will be resolved through mediation or arbitration, as agreed upon by both parties.

12. Termination of Services: The Client or Tessa Alliance Ltd may terminate the intermediary services by providing written notice within 14 days. We will be entitled to retain any commission made up to the date of termination.

13. Governing Law: This agreement is governed by the laws of England and any disputes will be subject to the exclusive jurisdiction of the courts in [England]. 14. Amendments: These terms of business may be amended only in writing if this occurs you will be notified within 14 days.

15. Solvency and or Compensation: We don’t guarantee the solvency of any insurer with which we place business. If this occurs you may be entitled to compensation via the FSCS scheme for more information, go to www.fscs.org.uk.

16. Bribery and corruption: Our company is committed to a culture of integrity and ethical business practices. We unequivocally reject any form of bribery or improper influence on the decisions of clients, potential clients, or government officials. Our organizational structure and internal controls are meticulously designed to ensure full compliance with the provisions outlined in the Bribery Act 2010. Upholding transparency, fairness, and ethical conduct is fundamental to our business philosophy, and we are dedicated to maintaining the highest standards of integrity in all our interactions and transactions. 17. Complaints: Our commitment is to deliver an outstanding level of service to all our clients. However, we understand that there may be instances where you feel dissatisfied with the service provided. If you need to make a complaint, please reach out to our Complaints Manager through any of the following channels: Email: info@tessaalliance.co.uk Post: 40 Long Lane Hillingdon Uxbridge UB10 0EG Tel: 020 3062 6200. Our goal is to address and resolve complaints within three business days of receiving them. In cases where resolution takes longer, we will send you an acknowledgment within five working days, outlining our complaint handling procedures and specifying the person handling your complaint. We strive to provide a final response to your complaint within eight weeks from the date of receipt. If we are unable to meet this timeframe, we will communicate the reasons for the delay and offer an estimated timeline for our response. Should our final response not meet your satisfaction, or if we haven’t been able to provide a final response within the specified time, you have the option to refer the matter to the Financial Ombudsman Service (FOS) free of charge. Eligibility criteria details are available in our complaint’s procedure or on the FOS website at https://financial- ombudsman.org.uk. Should you choose to refer your complaint to the Ombudsman, please do so within six months.

18. Conflict of interest: At the core of our company’s ethical framework and customer service culture is a commitment to ensuring that our interests or obligations to any other party never compromise our duty to you. If we identify any actual or potential conflict of interest, we will promptly disclose the situation to you. We will transparently present the details of the circumstances, provide you with available options, and seek your consent before proceeding. This approach underscores our dedication to maintaining transparency, trust, and prioritizing your best interests throughout our professional relationship.

19. International sanctions: Both parties are committed to upholding and collaborating in adherence to any relevant international economic, financial, or trade sanctions legislation. It is our mutual responsibility to ensure compliance with these regulations and to work together to observe and respect them in all aspects of our business activities.

20. Claims on your insurance plan: To initiate a claim, kindly reach out directly to your insurer. Refer to your policy documents for the necessary contact details. Prior to any treatment, it’s essential to obtain authorization for consultations, diagnostics, or procedures from your insurer. Should you receive correspondence from a third party regarding your claim, please promptly forward it to us or your insurer. If you need any assistance with your claim, feel free to get in touch with us.

21. Renewal of insurance contract: Prior to the expiration of your current contract, we will send you a timely communication presenting the renewal terms. In cases where we are not seeking renewal, we will inform you accordingly. The renewal of the contract is contingent upon the information provided when we initially arranged your current contract, along with any subsequent amendments you may have made during the coverage period. It is crucial that you inform us of any changes to your requirements. In instances where we present you with renewal terms and your insurance is paid through continuous monthly direct debit instalments, if we do not receive a response from you, we will interpret this as your automatic consent to renew.

Key Facts

The Financial Conduct Authority (FCA) The FCA is the independent watchdog that regulates financial services. It requires us to provide you with this document. Utilize this information to determine if our services align with your needs.

Q1. Whose products do we offer?
We offer products from a variety of insurers for Private Medical Insurance.

Q2. Which service will we provide you with?
We will provide advice and make recommendations for you after assessing your needs for Private Medical Insurance.

Q3. What will you have to pay us for our services?
We will be compensated by commission from the insurers, and this will not incur any cost to you.

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