About our Services

Key Facts About our Services and Costs

COE Connections International of 323 Maple Mews, Hayes Country Park, Burnham Road, Battlesbridge, Wickford, Essex SS11 7GS is authorised and regulated by the Financial Conduct Authority. Firm reference Number is 315199. You can check this on the FCA’s Register by visiting the FCA’s website http://www.fsa.gov.uk/register/home.do or by contacting the FCA on 0845 606 1234.

The Financial Conduct Authority (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.

Our Service and Your Demands and Needs

You will not receive advice or a recommendation from us. We may ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed. We aim to treat our customers fairly at all times. If you are unsure about any aspect of our Terms of Business or have any questions regarding our relationship with you, please contact us.

Our travel insurance products are intended to meet the demands and needs of individuals who have no excluded pre-existing medical conditions who require insurance protection for unforeseen risks relating to travel and are travelling to countries included within the policy terms. We have a range of single trip Long Stay travel insurance policies with variable sections of cover, excesses and sums insured. IMPORTANT – This policy will have been sold to you on a non-advised basis and it is therefore for you to read this information (paying particular attention to the terms and conditions and exclusions detailed in the policy wording issued to you) and ensure that it meets all of your requirements. You may already possess alternative insurance(s) for some or all of the features and benefits provided by our products, it is your responsibility to investigate this and to ensure the level of benefits available are suitable for your needs.


We work with insurers who are best suited to our requirements and we will not search the market for alternative suppliers on your behalf. We are a sole trader.


Your policy documents will be delivered to you by email and these should be printed out and carried with you whilst you are travelling. Our aim is to provide all correspondence in a simple and understandable format. It is important that you read all insurance documents issued to you and ensure that you are aware of the cover, limits, claim procedure and other terms that apply. Particular attention must be paid to any special conditions as failure to comply with them could invalidate your policy. In the event of any remaining areas of uncertainty, please contact us. Our staff are always happy to clarify the cover provided as we want to make it easy for you to do business with us. COE Connections International recommend that Clients retain all relevant paperwork to their insurance, as this may be useful for future reference.


We provide our Clients with a quotation before insurance arrangements are concluded. This will tell you the total price inclusive of any fees, taxes or charges. An administrative charge may be applied to adjustments made after commencement of cover.

Handling Money

Insurers have appointed us on a “Risk Transfer” basis to act as their agents in collecting premiums and handling refunds due to clients. In these circumstances such monies are deemed to be held by the insurer(s) with whom your insurance is arranged.

Remuneration and other Earnings. 
We receive remuneration for our services by receiving a percentage of the insurance premium. We may also earn interest in the processing and collection of premiums and any such interest is to the account of COE Connections International.

Cancellation of insurance and refunds
. If the insurance does not meet with your requirements, you may return the documents to us within 14 days of purchase, or prior to travel if this is sooner, and provided no claims have been made a refund will be given after deduction of appropriate administrative charges if applicable. No refund is given for cancellation after this period, nor is any refund given for early return.

Conflict of interests

Occasions may arise where we, Clients, or insurers may have a potential conflict of interest with business being transacted for you. If this happens, and we become aware that a potential conflict exists, we will write to you and obtain your consent before we carry out your instructions and will detail the steps we will take to ensure fair treatment.


All information provided by our Clients is considered to be confidential and is only disclosed in the normal course of negotiation and maintenance of insurance transactions undertaken on their behalf. COE Connections International will not release information to any other party without the prior consent of the client except in exceptional circumstances. For example, information requested by a court of competent jurisdiction, a regulatory body or information which is already in the public domain.

Use of Personal data

Subject to certain exceptions, you will be entitled to have access to your personal and sensitive personal data for which you will be charged a fee of £10.


Whilst we are happy to provide general information, COE Connections International do not administer claims. It is therefore essential that you follow the claims procedure and contact the Claims Department without delay, directly at the telephone number detailed in your policy document


In the event that our service does not meet your expectations, we ask you to make a complaint in writing to
COE Connections International
323 Maple Mews
Hayes Country Park
Burnham Road
Essex SS11 7GS
Or by telephone on: 07837 524144

We will acknowledge your complaint promptly, explain how we will handle it, and tell you what you need to do. We will keep you informed of the progress of your complaint.
We will handle your complaint fairly and as part of our Quality Procedures, we will use it to maintain and improve our service.
Should you remain dissatisfied you may have the right to refer the matter to the Financial Ombudsman Service (FOS) or to an Approved Dispute Resolution Facility. Your insurance policy contains the full complaints procedure including the Policyholder and Market Assistance team at Lloyd’s. A copy of the Claims Procedure document is available from us.

Financial Conduct Compensation Scheme
COE Connections International contribute to the Financial Conduct Compensation Scheme, which may entitle you to compensation if we cannot meet our liabilities.

Utmost good faith and duty of disclosure. 
The law imposes onerous duties upon anyone entering into an insurance contract and anyone acting on his behalf. For example the proposer has a duty to disclose all facts or circumstances that may influence the underwriter in deciding whether to accept the insurance, impose special terms, or charge an increased premium. This duty arises not only at inception of the contract, but also at renewal or in the event of any significant change in the risk during the period of insurance. Similarly the duty also applies to the submission and substantiation of all claims. This information must always be disclosed to insurers. A proposal or claim form, or any other document or method of application must be answered fully and accurately. The provision and documentation of this information is the sole responsibility of the insured.

Ending your relationship with us. 
You may instruct us to stop acting for you and we will not impose any penalty. Your instructions must be given in writing and will take effect on the date of receipt.
In circumstances where we feel we cannot continue providing services to you, we will give you a minimum of 7 days’ notice.
Unless otherwise agreed in writing, if our relationship ends, any transactions previously initiated will be completed according to these Terms of Business. You will be liable to pay for any transactions concluded prior to the end of our relationship and we will be entitled to retain commission received for conducting these transactions, together with all fees charged by us for our services.

Key features of the policy

Your Policy Summary

Please take time to read the policy document to make sure you understand the cover it provides. This Policy Summary does not form part of the contract between us.


The levels of cover and excesses that apply are set out in the Schedule of Benefits on the Policy. Certain Sections of your Policy carry an excess which means that you have to pay the first sum per person, per incident if you claim.
The excess amount varies according to the Section you are claiming under. Please refer to the travel insurance schedule for the limits and excess applicable to each section. The policy wording sets out full details of the cover provided and a sample is available on the website for inspection prior to purchasing this insurance.


You must contact ASUA by phone if you need to declare a Pre- existing medical condition not normally covered by this insurance,

If you do not comply we may cancel the insurance or refuse to deal with your claim or reduce the amount of any claim
payment (see important conditions relating to health within the Policy Wording).

ASUA Screening Customer Helpline: +44 (0) 203 327 0555 or E-mail: info@asuagroup.co.uk