Terms of Business

1. Who we are and what we do

Albatross Healthcare Ltd is a specialist insurance broker focusing exclusively on international private medical insurance (IPMI). We act as an intermediary between you (the client) and insurance providers, providing advice and arranging suitable policies on your behalf.

2. Services we provide and market scope

Albatross Healthcare Ltd is a specialist insurance broker focusing exclusively on international private medical insurance (IPMI). We act as an intermediary between you (the client) and insurance providers, providing advice and arranging suitable policies on your behalf.

We operate on a fair analysis of the IPMI market, which means we research the market on your behalf and are not tied to any single insurer. Our recommendations are drawn from our assessment of the leading international insurers and any other providers we consider relevant to your specific needs.

The services we provide include:

• Initial consultation and assessment of your IPMI needs
• Fair analysis of the IPMI market
• Written suitability reports and policy recommendations
• Policy arrangement and administration
• Ongoing policy management, renewals, and amendments
• Claims support and insurer liaison

We do not provide legal, tax, or medical advice. Recommendations are made on the basis of information you provide and our knowledge of the insurance market.

3. Your responsibilities

To enable us to advise you properly and arrange suitable cover, you must:

• Provide accurate and complete information about yourself and any other persons to be covered
• Disclose all relevant medical history, including pre-existing conditions, for all persons to be insured
• Inform us promptly of any changes in circumstances that may affect your cover
• Read your policy documents carefully when received and notify us of any errors or concerns

Failure to disclose material information may result in your insurer declining a claim or voiding your policy.

4. How we are remunerated

We receive commission from insurance providers when we arrange a policy on your behalf. This commission is paid by the insurer from the premium you pay and does not result in any additional cost to you.

We will disclose the amount of commission we expect to receive in your suitability report, before you commit to any policy. You have the right to ask us at any time what commission we will receive in connection with a recommendation.

For complex or corporate cases, we may charge a fee in addition to or in lieu of commission. Any such fee will be agreed with you in writing before work commences.

5. Conflicts of interest

We maintain a Conflicts of Interest Policy to identify and manage potential conflicts. Where a material conflict cannot be managed, we will disclose it to you.

Our recommendations are based on suitability for your needs. We do not favour any insurer on the basis of commission level.

6. Confidentiality and data protection

We treat all client information as strictly confidential. Your personal and medical data is handled in accordance with our Privacy Policy and applicable data protection legislation (UK GDPR and the Data Protection Act 2018).

7. Complaints procedure

We are committed to providing a high standard of service. If you are unhappy with any aspect of our service, please contact us in the first instance:

• By email: [email protected]
• In writing: Albatross Healthcare Ltd, 101 Woodpecker Way, Shepshed, LE12 9WF

We will acknowledge your complaint within 5 business days and aim to resolve it within 8 weeks.

Eligible complainants (broadly, consumers, micro-enterprises, small charities and small trustees) have the right to refer complaints about our advice and service to the Financial Ombudsman Service. Whether FOS can consider a complaint relating to the conduct of the insurer depends on the insurer's regulatory status; we will explain the position to you at the point of complaint and refer you to the correct complaints route if a matter falls outside our remit.

• Website: financial-ombudsman.org.uk
• Phone: 0800 023 4567

8. Financial Services Compensation Scheme (FSCS)

Insurance mediation is covered by the Financial Services Compensation Scheme (FSCS). For non-compulsory insurance mediation, the FSCS will cover 90% of an eligible claim with no upper limit.

Please note that FSCS coverage of the underlying insurance policy depends on the insurer's regulatory status - policies issued by non-UK insurers may not be protected by FSCS even where our advice is. Further information at fscs.org.uk.

9. Termination of services

Either party may terminate the advisory relationship at any time by written notice. Any outstanding fees or charges will be invoiced on termination.

10. Governing law

These terms are governed by English law. Any disputes arising from our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

11. Changes to these terms

We may update these terms from time to time. We will notify you of material changes. Continued use of our services constitutes acceptance of the updated terms.

12. Contact

Albatross Healthcare Ltd
FCA No. 1024739 | Company No. 12734988
Registered office: 101 Woodpecker Way, Shepshed, LE12 9WF
[email protected]
020 4577 2274