This document and our Customer Charter sets out the terms of Pioneer Insurance Brokers LLC (PIONEER) relationship with you (our “client”) for our provision of insurance broking services as set out herein. These documents take effect from the date you sign our Form of Authorisation when it supersedes any terms of business agreement that may have been previously been sent to you by us.
We seek insurance from Insurers who we have an established relationship with. We can not and do not guarantee the solvency or continuing solvency of an Insurer used and do not accept liability for any losses arising in this regard.
Unless stated agreed, any quotation given by us will remain available for acceptance for a period of thirty (30) days from the date of issue of the quotation.
Our remuneration is brokerage (commission), which is a percentage of the insurance premium paid by you and allowed by the Insurer with whom the insurance is placed. We draw down our commission when we receive the premium from you and before payment of the premium to the Insurer.
Brokerage and fees are earned for the policy period and we reserve the right to retain all or part of any commission earned on any premium subsequently returned.
Cover under an insurance policy will be effective from the date PIONEER or the relevant Insurer confirms to you that the cover is in force
We will provide you with written confirmation and details of the insurance that has been effected on your behalf, as well as the Insurers who have subscribed to the risk.
On completing the placement of a policy we will forward all relevant documentation as soon as possible.
Where we are to handle claims we will do so fairly and promptly and will keep you informed of progress.
Unless otherwise agreed, or because market practice determines otherwise, we will provide our claims handling services during the policy period for the policies placed by us.
Our claims handling services include, upon receiving the required information from you, the notification of the claim or circumstances to Insurers, representing you in the resolution of the claim and arranging the collection and/or settlement of the claim in accordance with market practice and your policy terms and conditions.
Where claims are to be dealt with by you with Insurers directly, we will provide advice and support as requested.
Further, our claims handling services may cease where we are satisfied that you have instructed another entity to assume the claims servicing obligations for your insurance.
In the event that an Insurer becomes insolvent or delays making settlement, we do not accept liability for any unpaid amounts.
We shall provide you with a renewal notice at least 20 working days prior to expiry of the insurance policy.
You will have to provide us with a Broker Authorisation Letter to act on your behalf.
For certain classes of insurance you may be required to complete a proposal form, questionnaire or similar document. We can provide guidance but we are not able to complete the document for you.
It is your duty to fully and accurately disclose all material facts to Insurers prior to inception of the policy and to keep them advised of any changes to such facts or any new such facts throughout the currency of the policy and upon renewal of the policy
A material fact is a fact that may influence an Insurer’s judgment in their assessment of a risk. If you are in any doubt as to whether a fact is material, we recommend that it be disclosed. Failure to disclose material facts may entitle the Insurers to avoid the policy from inception.
We adhere to strict terms of credit on insurance premiums. Any payment request must be paid by the settlement date agreed prior to issuance of policy. Failure to do so may invalidate cover and entitle Insurers to cancel the policy. No payment shall be deemed to have been received until PIONEER or insurer has received clear funds.
Payments for the following classes of business must be paid directly to the insurer, all other premium payments must be made to PIONEER premium account.
Your insurance contract may include a cancellation clause. In the event that you fail to pay your premium by the due date, the insurance may be cancelled forthwith by the insurers, giving notice of the cancellation. In the event of cancellation of an insurance contract, insurers may still require a pro rata premium to be paid.
If we have not received the premium from yourselves, we are under no obligation to pay the premium by the payment date to insurers on your behalf.
In the event that the insurance is cancelled after inception, we are not obliged to refund any fees or brokerage. However, we will return any premiums net of commission refunded by Insurers.
You are responsible for carefully reviewing all policies issued, as it is these documents, the schedules and any certificates of insurance that are the basis of the insurance contract purchased. Particular attention should be paid to any policy conditions, exclusions, warranties and claims provisions, as failure to comply may invalidate your coverage. If there is any doubt about these, immediate advice should be sought from us.
You are responsible for notifying claims or potential circumstances that may give rise to a claim to us as soon as possible and within any time limits imposed on your individual policies. Claims may be made against a policy long after its expiry date. It is important, therefore, that you keep your policy documents in a secure place.
You must not admit liability nor agree to any course of action, other than emergency measures carried out to minimize the loss, until Insurers have given you their agreement. For all crime related claims, you must notify the Police immediately.
Notwithstanding that we and you may have reasonable virus checking procedures on our systems, you will be responsible for virus checking all electronic communications sent to you. You will also be responsible for checking that messages received are complete. In the event of a dispute, neither of us will challenge the legal evidential standing of an electronic document and PIONEER’s system shall be deemed the definitive record of electronic communications and documentation.
We reserve the right to retain certificates and other policy documents at this office until all payments due under the policy have been made in accordance with our invoice or statement. Should any documents be withheld, we will ensure that you are provided with full details of the cover.
For some types of insurance cover it is possible that a claim may be made against a policy long after its expiry date. It is, therefore, important that you keep all documents in a secure place.
Where we retain documents in an electronic format, it should be noted that in most cases we may destroy the original paper version when we have checked the integrity of the electronic version or image.
We are committed to providing a high quality insurance service to all our clients. If something goes wrong we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, you may raise the matter with the person who handles your policy or claim. Alternatively, you may contact our Executive Director.
Executive Director
PO Box 922 Dubai UAE
Tel : +971 4 3573577
Fax : +971 4 3573716
Email : prem@pioneerinsurance.ae
Any complaint by telephone that is not resolved immediately should be followed up in writing.
Should you wish to cancel a policy you must advise PIONEER in writing within 7 days of receipt of documents. Policy will be cancelled as per the cancellation clause of the policy.
Brokerage and fees are earned for the policy period and we reserve the right to retain all or part of any commission earned on any premium subsequently returned.
All communications between the parties about this contract must be in writing (which for the purposes of this contract includes email) unless otherwise agreed and delivered by hand or sent by pre-paid first class post or sent by facsimile or electronic transmission:
In case of communications to PIONEER, to its registered office.
In the case of communications to the client, to the registered office of the client.
We may communicate with each other by electronic mail, sometimes attaching further electronic data, where we have each expressed a wish for that to happen. By consenting to this method of communication, you and we accept the inherent risks (including non-receipt/delivery/security risks of interception of or unauthorized access to such communications, the risks of corruption of such communications and the risks of viruses or other harmful devices).
