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This Terms of Business Agreement (TOBA) sets out the nature and scope of the services Hooray
Health & Protection will be providing to you and other information required by law and should be
read alongside our Privacy Policy. These Terms can only be varied by agreement in writing between
us.

About Hooray Health & Protection and Who Regulates Us

Hooray Health and Protection is a trading style of Engage Health Group Limited which is authorised
and regulated by the Financial Conduct Authority and its Financial Services Register number is
812846.

Our permitted business is to sell and administer general insurance products. You can check this
information on the Financial Services Register by visiting the FCA’s website www.fca.org.uk or by
contacting the FCA on 0800 1116768.

Whose products do we offer?

We offer products from a range of insurers for private medical insurance, cash plans, dental cover,
group protection and individual protection.

We offer information only, from a limited number of insurers for travel insurance.

Our Service to You

We will advise and make a recommendation for you after we have assessed your needs for: private
medical insurance (UK and international), group protection, cash plans, dental cover and individual
protection. On occasions we may offer travel insurance on a non-advised basis. When we do this, it
will be made clear to you.

In making our recommendation we will carry out a fair and personal analysis of the market. This
means that we will compare products from a wide range of Insurers in terms of the cover provided,
quality of service and other relevant features. In arranging insurance for our customers, we act as an
independent intermediary and act on your behalf.

Our service includes advising you on your insurance needs, arranging your insurance cover with the
recommended insurers and helping you with any ongoing changes you must make.

Where you ask us to, we will provide advice and assistance on claims matters, however we will not
become involved in the claims process in any other way and will not be involved in payment of
claims. Claims generally are handled directly by insurers.

There may be exceptions to this, for example, business transacted on a non-advised, information
only basis, or execution only (directly on your instructions whereby you will not have requested nor
received advice) or on a restricted advice basis (where our recommendations are restricted by the providers available). If these situations exist, we will make it clear to you, and our responsibility to
you will be limited accordingly.

Where received by us we will forward policy documentation to you.

Your Responsibilities

Disclosure of Information and Changes in Circumstances

Consumer Insurance Contracts

You are responsible for providing us and the insurers with the information we request from you to
enable us to seek the cover you require. It is important that you understand that any information,
statements or answers made by you to us or the insurers are your responsibility and must be
accurate and complete.

Any failure to answer questions honestly, carefully and accurately may invalidate your insurance
cover in part or whole. Please do consult us if you are in any doubt on any aspect. Further
information on your duty to take reasonable care in answering questions will be detailed in your
statement of demands and needs.

Commercial Contracts

Duty of Fair Presentation: In order to fulfil our collective duty with you to provide the insurer with a
fair presentation of the insurance risk involved, you must disclose every material circumstance which
you know or ought to know, or failing that, you must provide the insurer with sufficient information
to put a prudent insurer on notice that it needs to make further enquiries for the purpose of
revealing those material circumstances.

A ‘material circumstance’ is one which would influence the judgement of a prudent insurer in
determining whether to take the risk and if so on what terms and it is our collective duty to carry out
a reasonable search in respect of these circumstances.

Examples of such circumstances could be any ongoing serious medical conditions such as cancer and
heart conditions as well as planned medical treatment. Please note these examples are for
illustrative purposes only and are by no means exhaustive or conclusive.

It is important that you understand that any information, statements or answers made by you to us
or the insurers are your responsibility and must be correct. Any failure to disclose material
circumstances to the insurer or any inaccuracies in your answers may invalidate your insurance
cover in part or whole.

Please note that not only does this apply at the commencement or renewal of your policy but also at
any time during the lifetime of your policy.

You should therefore advise us as soon as reasonably practical of any changes in your circumstances
(including changes of address) which may affect our service to you, or the cover provided under your
policy. This should include any changes to scheme membership (if relevant).

Importance of Reading Your Policy Documentation

You are responsible for reviewing the evidence of insurance cover and other related documents
which will be sent to you to confirm that it accurately reflects the cover, conditions, limits and other
items that you require.

Particular attention should be paid to policy conditions as failure to comply may invalidate your
cover. If there are any discrepancies, please contact us immediately.

You are advised to keep copies of all documentation sent to or received from us for your own
records.

Payment of Premiums

You must provide settlement with cleared funds of all monies due in good time, direct to an Insurer
in accordance with the payment date(s) as specified in either the policy documentation or other
relevant payment documentation (payment date).

Failure to pay by the payment date may lead to insurers cancelling your policy. Premiums will
include insurance premium tax at the prevailing rate (where applicable).

Client Money

We are unable to hold client money in any way.

Our Remuneration

Our remuneration may be commission paid by the insurer or a fee paid by you. Should we decide to
charge a fee for our services this will be discussed with you and confirmed in writing. The
commission we receive is based on a percentage of the total annual premium.

If you require us to disclose the level and indemnity term of our commission receivable from an
Insurer, please ask and we will send you a letter setting out the amount we receive. This applies to
both consumer (Individual) clients, and commercial (Group) clients.

If you are a client with an individual protection product, then we will automatically inform you of the
level of commission we earn from the Insurer at the quotation stage.

On occasion we may be remunerated by both commission and a fee. This will be discussed with you and confirmed in writing.

Cancellation within the cooling off period

We will give you enough information and help so you can make an informed decision before you
make a final commitment to buy your insurance policy. If you are a consumer (that is an individual
buying insurance for personal use only i.e. wholly outside your business or profession) you will have
the right to cancel your insurance policy within 14 days for general insurance e.g. private medical
insurance or travel. For protection policies there is a 30-day cancellation period e.g. term life or
critical illness. Please note, that these cancellation periods can vary between insurers and may
exceed the minimum number of days as stated here. This information will be confirmed to you in
your policy documentation.

The cancellation period begins (the later of):

• the day of the conclusion of the contract (for general insurance contracts),
• the day after the customer was informed that the contract was concluded (for pure
protection contracts); or
• if later, the day after the customer receives full policy documentation.
You may be required to pay for the time on risk should you invoke cancellation, and this will be at
the discretion of the insurer.

Cancellation of this agreement

Our arrangement may be terminated by either party upon the giving of notice in writing to the other
party. In the event our services are terminated by you, we will be entitled to receive all fees payable
and any commission(s) payable in respect of the current policy year.

Confidentiality and Data Protection

We will treat any information in our possession which relates to you as confidential. It will be
necessary however, for us to disclose information that you consider confidential to insurers or other
parties when acting on your behalf, where we reasonably consider such information to be material
to the risks being covered, or for internal review and audit purposes.
Hooray Health & Protection is committed to safeguarding all the information that is provided to us in
the course of our business and to support the changes in European data law, known as the General
Data Protection Regulation (GDPR). Full details of how we handle your data are included in our
Privacy Notice which accompanies this document.

COMMERCIAL CLIENTS ONLY

Data Protection Legislation: the UK Data Protection Legislation and (for so long as and to the extent
that the law of the European Union has legal effect in the UK) the General Data Protection
Regulation ((EU) 2016/679) and any other directly applicable European Union regulation relating to privacy.

UK Data Protection Legislation: any data protection legislation from time to time in force in the UK
including the Data Protection Act 1998 or 2018 or any successor legislation.

Applicable Laws: (for so long as and to the extent that they apply) the law of the European Union,
the law of any member state of the European Union and/or Domestic UK Law; and Domestic UK Law
means the UK Data Protection Legislation and any other law that applies in the UK.

Hooray Health & Protection will comply with all applicable requirements of the Data Protection
Legislation and all Applicable Laws. We will require you to adhere to the same standard of
compliance. This obligation is in addition to, and does not relieve, remove or replace, either party’s
obligations under the Data Protection Legislation.

For the purposes of the Data Protection Legislation, Hooray Health & Protection is the data
controller (where Data Controller has the meaning defined in the Data Protection Legislation).
You must ensure that you have all necessary appropriate consents, notices and data security
measures in place to enable lawful transfer of the Personal Data for the duration and purposes of
this engagement.

In the event of a personal data breach, you must notify Hooray Health & Protection without undue
delay on becoming aware of such breach.

Please refer to our privacy policy for further information.

If you are not happy with our service

It is always our intention to provide you with a high level of customer service. However, if you have
any reason to be unhappy with the arrangement or servicing of your insurance, please contact:

Nick Hale, Director, Engage Health Group at the address below or by emailing him on
nick.hale@engagehealthgroup.co.uk

Engage Health Group, 1st Floor, 26 Stroudley Road, Brighton, BN1 4BH.

If you remain dissatisfied following our final response to your complaint you may refer your
complaint to the Financial Ombudsman Service. You can contact them as follows:

0300 1239123 / www.financialombudsman.org.uk
Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR

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. Further
information about the compensation scheme is available from the FSCS.

Introducer Arrangements

We have an Introducer Arrangement in place with an Independent Financial Adviser (Regulated by
the Financial Conduct Authority) for the purposes of making introductions only for advice on
investment linked products. Where it is relevant, such introductions will only be made with the
client’s agreement.

Third Party Rights

Unless otherwise agreed between us in writing no term of this Agreement is enforceable under the
Contracts (Right of Third Parties) Act 1999, except by Hooray Health & Protection.

Governing Law

This Agreement, which sets out the terms of our relationship with you, will be governed by and
construed in accordance with English Law and any dispute arising under it shall be subject to the
exclusive jurisdiction of the English courts.

Phone: 01273 223805 Email: hello@hoorayinsurance.co.uk Website: www.hoorayinsurance.co.uk
Hooray Health and Protection is a trading style of Engage Health Group Ltd. Engage Health Group Ltd. is authorised and regulated by the
Financial Conduct Authority, reference 812846. Engage Health Group Ltd is registered in England & Wales, registration number 10075534.
Registered office; 1a City Gate, 185 Dyke Road, Hove, England, BN3 1TL