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This Terms of Business document is intended to give you important information concerning our approach to arranging insurances for customers and how we handle your insurance. If any points are unclear, please contact us on 0818 01 01 01 or email supervalu.insurance@musgrave.ie
This document takes effect from 22nd January 2024. In this section of the Policy ‘We’, ‘Us’ and ‘Our’ mean SuperValu Financial Services DAC., t/a SuperValu Insurance.
SuperValu Financial Services DAC, t/a SuperValu Insurance is part of the Musgrave Group. The registered office of SuperValu Financial Services DAC trading as SuperValu Insurance is Musgrave House, Ballycurreen, Airport Road, Cork and the company is registered under company number 543704.
SuperValu Financial Services DAC, trading as SuperValu Insurance is an Insurance intermediary and is regulated by the Central Bank of Ireland. SuperValu Financial Services DAC, trading as SuperValu Insurance is registered as an insurance, reinsurance or ancillary insurance intermediary under the European Union (Insurance Distribution) Regulations, 2018.
A copy of our authorisation is available on request.
We are authorised to provide advice, receive and transmit orders in relation to general insurance policies. We are subject to and comply with the provisions of the Consumer Protection Code, Minimum Competency Code and the Fitness and Probity Standards as laid down by the Central Bank which offers protection to consumers and those codes can be found on the Central Bank’s website. For further details visit www.centralbank.ie. SuperValu Insurance is governed by the law of the Republic of Ireland.
The Central Bank of Ireland is responsible for the regulation of all financial services firms in Ireland.
Their address is:
Central Bank of Ireland
PO Box 559
New Wapping Street
Dublin 2
Telephone
+353 1 2244000
The purpose of this document is to outline clearly to you the basis and extent to which we will provide you with services in relation to the general insurance products and services we offer.
We offer products and services based on a limited analysis of the market, i.e. we only offer insurance products from the insurers set out below. Our quotes are based only on the products available from these insurers. We do not offer advice on these products. We act as your agent in respect of all of the insurance products that we distribute, and not as an agent for the insurer.
Home, Car and Van insurance with us is provided by AXA. AXA Insurance DAC is regulated by the Central Bank of Ireland. AXA Insurance DAC is a private company limited by shares, registered in Ireland number 136155. Registered Office Wolfe Tone House, Wolfe Tone Street, Dublin 1
Travel Insurance with us is underwritten by Chubb European Group SE.
Chubb European Group SE trading as Chubb, Chubb Bermuda International and Combined Insurance, is authorised by the Autorité de contrôle prudentiel et de résolution (ACPR) in France and is regulated by the Central Bank of Ireland for conduct of business rules. Registered in Ireland No. 904967 at 5 George’s Dock, Dublin 1. Chubb European Group SE is an undertaking governed by the provisions of the French insurance code with registration number 450 327 374 RCS Nanterre and the following registered office: La Tour Carpe Diem, 31 Place des Corolles, Esplanade Nord, 92400 Courbevoie, France. Chubb European Group SE has fully paid share capital of €896,176,662.
Chubb European Group SE is a subsidiary of a US parent and Chubb Limited (a NYSE listed company) and part of the Chubb Group of companies. Consequently Chubb European Group SE is subject to certain US laws and regulations in addition to EU, UN and national sanctions restrictions which may prohibit it from providing cover or paying claims to certain individuals or entities, and from insuring certain types of activities in or connected with certain countries and territories such as, but not limited to, Iran, Syria, North Korea, North Sudan, Cuba and Crimea.
Mortgage Protection and Life Policies with us are underwritten by Royal London Insurance DAC, trading as Royal London Ireland.
Royal London Insurance DAC, trading as Royal London Ireland, is regulated by the Central Bank of Ireland. Royal London Insurance DAC is a designated activity company limited by shares and registered in Ireland, number 630146. Registered office: 47-49 St Stephen’s Green, Dublin 2. Royal London Insurance DAC is a wholly owned subsidiary of The Royal London Mutual Insurance Society Limited which is registered in England, number 99064, at 80 Fenchurch Street, London, EC3M 4BY.
To enable us, offer you a policy, we will ask you a series of questions to enable us assess your demands and needs in respect of a particular insurance product and propose a product which is suitable for you.
We would like to draw your attention to the section herein entitled ‘Your obligations – Important Warning’. See 7 below
We will provide you with a summary of the insurance you requested explaining all the main features and benefits of the insurance, important details of the cover, including any specific or unusual restrictions or exclusions, or any specific conditions that you must meet, and the period of cover, including the commencement date. We recommend that you read the information we provide you and contact us immediately if anything is unclear or causes you concern. Where we arrange cover over the phone we will inform you of all aspects of the contract in detail at that time.
We will deal with you openly, fairly and honestly.
We are paid commission (which is included in the insurance premium paid by you) as follows in respect of the products we arrange on your behalf:
| Product | Provider | Commission Paid |
| Car | AXA | 12% |
| Van | AXA | 10% |
| Home | AXA | 15% |
| Travel | Chubb Insurance | 25% |
| Life/Mortgage Protection | Royal London Ireland | New Business 110% |
| Life/Mortgage Protection | Royal London Ireland | Renewal 10% |
Full details of our remuneration is available as a separate standalone document on our website. Please visit www.supervalu.ie/insurance/remuneration
We do not handle any premiums on behalf of our customers. All payments are to be made directly to your insurer.
Car, Home or Van payment can be made by cheque, Direct Debit Mandate, Credit Card or Debit Card. All cheque's should be made payable to the specific insurer who is underwriting your policy.
Travel Payment can be made by credit or debit card.
Life and Mortgage Protection Policies are paid by Direct Debit.
The premium you will be quoted includes all charges. Direct Debit payment options are available on home and car new & renewal business, which include a service charge (see quotation for further details & equivalent APR). No Direct Debit options are available on travel policies.
Premiums are due on or before inception of cover or renewal date. To avoid cancellation of your cover, please ensure you pay your premium within the due dates outlined in your policy documentation.
Our underwriters will ask you questions that are important to them in determining whether or not they can insure you. It is important that the information you provide is correct. You have a legal obligation to take reasonable care to give honest and accurate answers in response to all the information they request from you and not to make a misrepresentation to them regarding such information.
Insurance underwriters have certain legal rights if questions are not answered accurately or a person knowingly gives them false information and it may result in your claim not being paid or your policy being cancelled. As a result you may also find it difficult to arrange this type of insurance in the future. You are also required to update them with any future changes to your information immediately to ensure the continuity of cover under your policy.
You may cancel the policy at any time by writing to us and if it relates to your car insurance you must also return the certificate of insurance and insurance disc.
A consumer has the right to cancel a contract of insurance within 14 days (in most cases), without penalty and without giving any reason – this is known as the ‘cooling-off’ period. We will refund your premium for any period of insurance remaining.
No such cooling-off period applies where a contract of insurance is for less than one month and this may apply to certain travel insurance policies that we offer.
In respect of Life and Mortgage Protection policies, the cooling-off period is 30 days.
If you cancel your Car, Van, Home or Travel insurance policy during the first year of insurance (outside of the cooling-off period) short term rates may apply, please see the policy terms and conditions. If your policy is cancelled after the first year, you will be refunded your premium for any remaining period of insurance. Where a refund is due, a minimum refund amount may apply as outlined in the insurers’ terms and conditions. Insurance underwriters will only refund premiums as long as there has not been any claim or loss during the current period of insurance.
If you cancel your Life or Mortgage Protection policy, the monthly direct debit will cease, and cover will no longer be in force. No refund will be due to you.
At any time by giving you appropriate notice in writing to your last known address, the insurer underwriter reserves the right to cancel your policy in the event of the following:
We understand how important claims handling is to our customers. The information provided in the policy explains clearly what you need to do in the event of a claim. If you do notify us of a claim we will pass it to the insurer and their claims team, will contact you directly.
They can provide you with information on:
We will endeavour to avoid conflicts of interest, however, where this is unavoidable we will explain the position to you and ask you for written confirmation that you are aware of the conflict of interest and you are happy to proceed. We have a Conflict of Interest Policy to which we adhere. A full copy of same is available on request.
All calls made into our offices will be recorded for training and verification purposes. A copy of such recording can be made available to you by request.
We collect your personal details in order to provide the highest standard of service to you.
We take great care with the information provided; taking steps to keep it secure and to ensure it is only used for legitimate purposes. To fulfil these objectives, we may share information with other affiliated professionals. The information and other data provided to our office may be used to advise you of products and services we may offer from time to time.
You have the right at any time to request a copy of any personal data within the meaning of the Data Protection Act, 2018 and ask us to change or delete any information we hold about you. All enquires can be sent to: - The Risk & Compliance Officer, SuperValu Insurance, ICIT, Musgrave Group, Tramore Road, Cork. For a copy of our Privacy Policy please see www.supervalu.ie and click on the link provided at the bottom of the page. This will explain how we process all data including that which relates to the processing of Real Rewards.
Where you opt to communicate with us via email, there is no guarantee that the message is accurate or has been received by us. As internet communications are not secure, data may become corrupted during transmission or files may not transmit correctly or at all, we are not responsible for the contents of this message or responsible for any change made to this message after you sent it to us. We accept no liability for any losses caused by non-receipt, or corruption of data, information or instructions sent via email either by you or by us.
SuperValu Insurance is committed to working hard for you the customer, being honest and achieving excellent customer service. We have partnered with our chosen insurance suppliers as they share our commitment to service excellence. However, from time to time, things can and do go wrong. At times situations may arise which fall short of the service we are committed to and which you have come to expect from us. When this happens, and you have cause for complaint or are not happy with the insurance service we provided you, we would ask that you bring it to our attention. It is through this feedback that we can improve our service for you into the future. Please refer to your policy booklet for full details on how to complain. Any complaint that you are unable to resolve to your satisfaction with our Customer Services staff should be sent to the following addresses:
Address
SuperValu Insurance,
AXA, Wolfe Tone House
Dublin 1
Email
supervaluhome@axa.ie
supervalumotor@axa.ie
supervaluvan@axa.ie
Address
SuperValu Insurance
Travel Customer Service Manager
Chubb European Group SE
5 George’s Dock
International Financial Services Centre
Dublin 1
D01 X8N7
Email
supervalu.travelinsurance@chubb.com
You can inform us of a complaint in any of the following ways:
Telephone: + 353 (0)1 901778 Mon-Fri 08:00-18:00
Email
supervalulife@low.ie
Address
SuperValu Insurance
Suite 28
20 Harcourt Street
Dublin 2
DO2 H364
Each complaint will be handled in accordance with our Complaints Handling Procedure and the Consumer Protection Code 2012. When we have resolved your complaint or have investigated it in as far as we can and you are not entirely satisfied with our handling of the complaint or the resolution offered, you have the right to refer your complaint to the Financial Services and Pensions Ombudsman, 3rd Floor, Lincoln House, Lincoln Place, Dublin 2.
If you wish to receive a copy of our Complaints Handling Procedure, please write to us at the above address which is relevant to your type of policy. If you wish to view our complaint handling procedure please online click here.
SuperValu Financial Services DAC t/a SuperValu Insurance is a member of the Investor Compensation Scheme (ICCL) established under the Investor Compensation Act 1998. The legislation provided for the establishment of a compensation scheme and for the payment in certain circumstances, of compensation to clients of firms covered by the Act.
You should be aware that a right to compensation would only arise where money held by us on your behalf cannot be returned either for the time being or for the foreseeable future. In the event that a right to compensation is established, the amount payable is the lesser of 90% of your loss or an amount up to €20,000.
Our partners are also members of a compensation scheme and if they are unable to meet their financial obligations, you may be entitled to compensation from the scheme of which they are members.
Should you wish to contact us about your Insurance needs please use the following details.
Address
SuperValu Insurance
AXA Insurance
Wolfe Tone House
Dublin 1
Email
supervaluhome@axa.ie
supervalumotor@axa.ie
supervaluvan@axa.ie
Telephone
0818 01 01 01
Address
SuperValu Insurance
Travel Customer Service Manager
Chubb European Group SE
5 George’s Dock
International Financial Services Centre
Dublin 1
D01 X8N7
Email
supervalu.travelinsurance@chubb.com
Telephone
0818 01 01 01
+353 (0) 1 440 2784
Email
supervalulife@low.ie
Address
SuperValu Insurance
Suite 28
20 Harcourt Street
Dublin 2
DO2 H364
For general insurance issues, you can contact our Head Office:
Address
Compliance Officer
SuperValu Insurance
Tramore Road
Cork
Email
supervalu.insurance@musgrave.ie