- Customer Charter
- Making a Claim
- Legal & Trading
- Complaints Procedure
RJP Marine Customer Charter
At RJP Marine we believe it is important that our customers always have peace of mind and know with confidence that the insurance products they are buying are suitable for their needs and that the service they will receive from us is always professional. Our Consumer Charter aims to ensure that our customers will always be treated fairly.
- The fair treatment of customers is central to our culture.
- We market products and services to appropriate customer groups.
- We give customers clear information about the products they are buying and keep them appropriately informed at all times.
- When customers receive advice, it is suitable for their needs and takes account of their circumstances as advised to us
- Products perform as we have led our customers to expect, and we will deliver the service we say we will.
- We will provide a professional ongoing service.
How to make a claim
In order to make a claim, please select from one of the following four options
Firstly we hope everyone involved is OK and no injuries were sustained. However bad it is to have your craft damaged, GRP repairs easier than flesh and bone!
Ideally, where there is any dispute over what happened you need to have independent witnesses. Gather names and addresses and generally as much information as you can about the site, the lake, it’s rules etc.
First things first, you should make sure you don’t make the situation worse by neglecting to do your usual (manufacturers recommended) maintenance routine. This is especially important if your craft has taken water into the engine – flush it out as normal. Remember insurers are only obliged to pay for damage caused by the accident.
If your craft is damaged we need to see a repair estimate ideally from a specialist repairer. Ask us for details of a repairer that can do the work. The repairer will prepare an estimate once they have your craft and e-mail it over to us. In most cases we can authorise repairs without the need for inspections by engineers which can prolong the time off the water. If you can get your craft to a repairer we know they will get the ball rolling pretty quickly.
We will need a report of the accident. Please CLICK HERE to download a report form (.pdf format) and complete as much detail as possible. Send this to us with any additional information, as quickly as you can by post, such as maps, plans, rules of the lake etc. Photographs of your damaged craft are very useful as well as the location. Email everything over to us and we will make contact with you to inform you of how we will proceed.
Theft or Malicious Damage Claims
Theft or Malicious Damage to your property is a most traumatic and annoying event. We will do our best to make the claim process as smooth and quick as we can. This type of claim does though need to be thoroughly investigated and the involvement of the Police, the need to gather information and take statements inevitably means that it is unlikely that settlement will be reached more quickly than four weeks. We do though promise to deal with the claim within 6 weeks or should circumstances be such that this is not possible tell you why and give you details of the appropriate and anticipated timescale.
CLICK HERE to download a Theft / Malicious Damage report form. Please complete this as fully as possible and let us have it as quickly as you can. As soon as we have the completed form we will appoint an investigator who will make contact with you to arrange a meeting/interview.
Fire Damage to a Personal Watercraft can often mean a serious claim. Our procedure very much depends on the extent of the fire.
Please therefore CLICK HERE to download a report form, complete it and let us have it with as much information as possible. Photographs of your damaged craft and the surrounding area would be helpful.
We will make contact with you on the next working day after reporting.
Injury or Damage to Third Parties
If you caused damage or injury to something or someone then it is very important to gather and tell us as much detail as possible about the incident and the sooner the better.
It is particularly important if you believe you were not at fault to obtain the names and addresses of anyone who witnessed the incident and will support your view. Ideally witnesses should be independent but any witness is better than none.
An incident like this may be traumatic for everyone involved. Try to stay calm and matter of fact. Do not admit fault or argue unnecessarily.
CLICK HERE to download a report form and get this over to us as quickly as possible. Please telephone with brief details if there is going to be any delay in getting the form to us especially where there is any possibility of injuries.
Conflict of Interest
The insurance market for personal watercraft is very small, and therefore, if you are unfortunate enough to be involved in an incident with another craft, there is a possibility that the other person involved may also be insured with RJP Marine. This is something we have become familiar with during our 20 years of trading, and have always managed any possible conflict of interest in a professional manner. Should this situation arise, we will inform you, immediately we are aware, that the other person is insured with us. To ensure that both customers are treated fairly we will operate the following procedure:
- Where possible we will arrange for each claim to be dealt with by a different manager
- Where this is not possible, the manager dealing with both claims will deal with each claim impartially and according to the circumstances of the claim. They will deal without prejudice and with complete fairness to both customers at all times.
- If you are not happy with us dealing with both claims then you will be able to appoint your own loss assessor to handle your claim on your behalf, but this will be at your own cost and we should advise you that this can be quite costly. Whilst we would not wish to dissuade you from this, we would like to remind you of our Customer Charter which demonstrates our commitment to treating all customers fairly.
Legal and Trading Information
Retail Customer Status Disclosure and Terms of Business Agreement
This leaflet outlines RJP Marine Insurance Services Status Disclosure and Terms of Business. RJP Marine Insurance Services is a trading name of Johnstone Insurance Brokers Ltd. Unless you advise us to the contrary, we will assume you wish to be bound by the terms of this agreement.
What is the Financial Conduct Authority (FCA) and who regulates us?
The FCA is the independent watchdog that regulates financial services. It requires us to give you this document. Use this information to decide if our services are right for you. Johnstone Insurance Brokers Ltd, at the above address, is authorised and regulated by the Financial Conduct Authority. Our FCA registration number is 452604. Our permitted business is arranging general insurance contracts. JIB Ltd is also authorised and regulated by the Financial Conduct Authority to operate as a credit broker. JIB Ltd does not charge any fees to customers in relation to credit broking activities. You can check this on the FCA Register by visiting the FCA website www.fca.org.uk/register or by contacting the FCA on 0800 111 6768.
Whose products do we offer?
We only offer products from a limited number of insurers for Boat insurance. Please ask us for a list of insurers we offer insurance from. We only offer a single product underwritten by one insurer for Personal Watercraft.
What service will we provide you with?
We will advise and make a recommendation for you after we have assessed your needs and we will provide you with a suitability statement, verbally if you request it or require immediate cover, and in writing immediately after the conclusion of your contract. Unless advised otherwise we receive a commission from your insurers. You have the right at any time to request information regarding any commission, or the level of it, which we may have received as a result of placing your insurance business.
What will you pay for our services?
The following charges will be made for your insurance: -
- New business policies £15.00
- All renewals £15.00
- All policy adjustments £15.00
- All duplicate documentation requests £15.00
- On cancellation of your policy £15.00
- Dishonoured cheque or payment £25.00
All return premiums will be refunded net of our commission
Please note that on cancellation of a policy your insurer may not allow a proportionate refund.
These charges will be in addition to any charges made by your insurers. Should it be necessary for other charges to be made by us these will be notified to you in advance.
What is your duty of disclosure under the Consumer Act 2012?
You must take care to answer all questions fully and accurately to the best of your reasonable knowledge. This must include anything that may affect an insurer's decision to issue a policy or to continue cover. If you are unsure whether a fact is relevant, please tell us anyway. For vehicles, you must tell us all relevant facts relating to the vehicle or to anyone who will drive the vehicle and in the case of home insurance, for the property itself and all members of the household.
We cannot maintain a permanent record of all information disclosed to us and it is your responsibility to take care to:
- re-disclose all relevant facts when asked
- ensure that all statements made to insurers, whether in the proposal (application) form or elsewhere are correct
- ensure the accuracy of information supplied
When do you need to pay your premiums?
Your premium is due for payment as soon as cover has been arranged for you. In the case of renewals, your premium is due for payment on or before the renewal date. If you fail to pay the premium by the renewal date then your policy will automatically be cancelled from that date. However, if your premium is paid by direct debit, renewal of your policy will be assumed unless you inform us that cover is no longer required. Direct Debit facilities may either be arranged with your insurer, or alternatively by means of a premium finance agreement through Premium Credit Ltd or similar premium finance organisations. In accordance with our standard practice, your premiums may be used to pay other clients premiums to insurers’, as may their premiums be used to pay yours but only where the Insurer has agreed that premium collected by us will be treated as having been received by them. Where this is not the case we will hold your money in a Statutory Trust Account for your benefit. It will remain protected until such time as the Insurer has confirmed receipt. We reserve the right to retain interest earned on these accounts. By accepting this Terms of Business Agreement, you are giving your consent for us to operate in this way.
Do you receive interest on the money you pay to us?
We do not pay interest to retail customers when the amount is under £20.00.
Confidentiality and Use of Personal Data
For full information in respect of your rights and our use of your data under General Data Protection Regulation please refer to our Privacy Notice. A copy is available to view on our website and will be supplied to you on request either by email or by post at your convenience
What are your cancellation rights?
If, in the unlikely event of you not receiving the information regarding your policy prior to you making a decision to buy it, you have a 14-day period, commencing from when you do receive your documentation, in which to cancel your cover (providing your policy is not less than one month in duration, or a commercial policy). You must return all documentation within 30 days if you wish to use this cancellation clause, and your request must be in writing and dated. Your insurers will make a charge for the period you have been on cover, and we will charge a £10.00 administration fee in addition to any other charges. If you do not use this cancellation clause, your insurers will keep your premiums and you will be insured.
What should you do if you wish to make a claim?
We wish to ensure that any claim is dealt with promptly and efficiently. In the event of any incident occurring, which may give rise to a claim, whether it is for your own material damage, or for Third Party damage or injury, it should be reported to us immediately. You should contact our office during business hours at the earliest opportunity. Failure to report a claim immediately may result in all or part of a claim not being paid. You should be aware that in respect of personal watercraft insurance claims we act for the insurer as their agent.
What if you are not satisfied with our service?
Johnstone insurance guarantees the service detailed in the Consumer Charter. We aim to provide you with a high level of service at all times, If we fail, you may register a complaint by writing to us, marked Private and Confidential, for the Managing Director at the address at the top of this page. Alternatively you may telephone and register your complaint verbally by speaking to the Managing Director on 01724 855510. We will acknowledge your complaint promptly, explain how we will handle it, and keep you informed of the progress of your complaint. If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.
Alternatively you may telephone and register your complaint verbally by speaking to the Managing Director on 01724 855510.
We will acknowledge your complaint promptly, explain how we will handle it, and keep you informed of the progress of your complaint. If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.
What is the Consumer Charter?
- The fair treatment of customers is central to our culture.
- We market products and services to appropriate customer groups
- We give customers clear information about the products that they are buying and keep them appropriately informed at all times
- When customers receive advice, it is suitable for their needs and takes account of their circumstances as advised to us
- Products perform as we have led our customers to expect, and we will deliver the service we say we will
- We will provide a professional ongoing service
Are we covered by the Financial Services Compensation Scheme (FSCS)?
We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 90% of the claim without any upper limit. For compulsory classes of insurance this increases to 100% of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS at www.fscs.org.uk
We acknowledge that we will be liable to you for loss, damage, costs and expenses (“Losses”) caused by our negligence or the negligence of any of our directors and employees subject to the following provisions of this clause.
We shall have no other liability of any nature, whether in contract, tort, or otherwise, for any losses whatsoever and howsoever caused, arising from or in any way connected with the services and/or advice provided by us or our engagement by you. We shall not be liable in contract, tort (including negligence) or otherwise:
- (i) for any increased costs or expenses or
- (ii) for any loss of profit, business, business contracts, business revenues or anticipated savings or
- (iii) for any special, indirect or consequential damage of any nature whatsoever.
We shall not be liable to the extent that losses are due to the provision of false, misleading, inaccurate, or incomplete information or documentation or your failure to inform us of any material information or if and to the extent losses are due to any act or omission of any person other than ourselves. We shall not be liable to you or be deemed to be in breach of our contract with you by reason of any delay in performing, or any failure to perform, any of our obligations to you, if the delay or failure was due to any cause beyond our reasonable control.
Unless otherwise agreed by us with you in writing, our total liability to you (whether in contract, tort (including negligence) or otherwise) shall not exceed £5,000,000 in respect of any one Claim. “Claim”, for the purposes of this clause shall mean all claims and losses resulting from:
- One and the same act error or omission; or
- A series of acts errors or omissions arising out of or attributable to the same originating cause, source or event.
If you enter and use this website, you will be agreeing that English Law and the jurisdiction of the English courts will govern any disputes between RJP Marine and yourself.
The information contained on this site is not intended to and does not constitute an offer by RJP Marine to sell, or a solicitation of any offer to buy, any product or service. Any insurance products or services mentioned on this site are subject to the legal and regulatory requirements applicable in the jurisdiction in which the risks and/or (potential) assured are located. Therefore, insurance products or services mentioned on this site may not be available in all jurisdictions. The information and descriptions on this site are provided for general information purposes and are subject to terms and conditions contained in any such insurance product. If you enter and use this site, you will be agreeing to the above conditions. If you do not agree to these conditions, you should not proceed with any quotation or cover request.
Nothing in these terms and conditions is intended nor shall operate to exclude or restrict any duty or liability to the client which we have under the regulatory system in or under the Financial Services and Markets Act 2000, or any liability arising from our fraud or dishonesty, any liability for death or personal injury caused by negligence or any other liability which by law cannot be excluded or restricted.
TOBA MARINE 10/18
At the heart of RJP Marine is our Consumer Charter, which we strive to achieve at all times to ensure that our customers are always treated fairly. You may view this Charter from the home page on our website. Where you feel we have failed to meet this Charter, then we would ask you to discuss this with our Marine Manager, so that we can put things right immediately. On the rare occasion that you may find we have not met this Charter to your satisfaction you may find it necessary to submit a formal complaint to us using our formal Complaints Procedure below.
What is a complaint?
We hope that we always provide you with a high level service, however, if we do not then we would ask you to please let us know. We define a complaint as:
Any expression of dissatisfaction from or on behalf of a customer, whether oral or written, and whether justified or not.
What is our complaints procedure?
All complaints whether they are oral or written will be recorded in a Complaints Log. If your complaint is not resolved immediately, this will be passed to the Branch Director for handling. If the complaint made is about the Branch Director, this will be handled by senior staff member. It is the firm’s policy to treat all complaints, whether regulated or not, according to this Complaints Procedure.
Any unresolved complaint will be acknowledged within three business days, with a copy of the Complaints Procedure. We will then advise you of the outcome of our investigations within four weeks. If we are unable to resolve your claim, we will advise you of the current position, and will attempt to resolve it by the end of a further period of four weeks. If we are unable to settle your complaint at this time, we will advise you of how you may proceed with your complaint further.
The Branch Director or appropriate member of staff will investigate all complaints and may, where considered necessary, consult the adviser/member of staff whose possible actions or possible omissions gave rise to the complaint. The investigation will include a review of your file and may, where necessary, involve contact with third parties such as product providers to obtain information or we may also contact you for further information.
Immediately on completion of the investigation the Branch Director or appropriate member of staff will write to you notifying you of the outcome, the nature and terms of any settlement, and will advise that if you are not satisfied with the outcome that you may refer the matter to the Financial Ombudsman Service.
If your complaint is upheld, details of any compensation which may be offered will be fair, and the basis of calculation will be explained to you.
If the investigation is not concluded within four weeks, we will write to you advising that the investigation is continuing and the reasons for the delay and when we expect to be able to contact you again.
If the investigation is not concluded within eight weeks, the Branch Director will write to you informing you of the reasons for the further delay. If you are not satisfied with progress you may refer the complaint to the Financial Ombudsman Service. You must do this within the next six months or you may lose the right to do so.
Financial Services Ombudsman (FOS)
You may contact the FOS at:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
TEL: 0800 023 4567 or 0300 1293 123
A leaflet about the Ombudsman's arrangements will be forwarded to you with our letter after the eight week period.
Closing the complaint
When we receive confirmation from you that you are satisfied with the findings of the investigation and any resolution, the complaint will be considered closed by the Branch Director. Where no confirmation has been received from you, the complainant, within eight weeks of our most recent letter, the complaint may also be considered closed.
RJP Marine Insurance Services
1-7 Dunstall Street
Scunthorpe, N. Lincs.
Our Contact details
Telephone: 01724 855510