England Hockey - Operational FAQs

These frequently asked questions relate to the process of purchasing an England Hockey Insurance policy. For information on the policy itself please visit the England Hockey Micro Site.

Simply click on a question to jump to the answer or browse the FAQs by scrolling down the page.

Paying for your policy

After you purchase – what happens next?

Managing your Insurance Policy

Amending your details

Renewing your policy

About 24/7 Sports Insurance

General Queries

Claims

Claiming on your insurance

Cancelling my policy

If you have a problem or would like to give feedback

Questions about our company

These FAQs are focused mainly on the England Hockey insurance that we provide. If you have more general questions questions, they may be answered in the General FAQS page. If you have questions about our company, you may find the answers on our About Us page...

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Paying for your policy

  • How do I purchase a Policy?

    Complete the quotation process to obtain your quotation – you will have the option to save your quote, which will be valid for 30 days or to purchase your policy immediately. If you have saved your quotation you can retrieve it by clicking on the link within the email sent enclosing your quotation.

  • Can I pay by cheque?

    Yes, as in previous years you can pay by cheque subject to a £10 administration charge. Follow the instructions on screen to pay by cheque then return together with the Cheque payment form that will be emailed to you. Once your cheque has cleared, the policy documentation will be emailed to you.

    You can purchase your policy using either a credit or debit card without incurring an additional administration charge and receive your policy documentation immediately.

  • I am trying to buy my policy on the website but it will not accept my debit/credit card, what can I do?

    During busy periods we sometimes experience slight delays. You can pay on-line using a Debit or Credit Card. Please ensure the card you are using is one which is accepted on our site. Please retry making payment, however, if you continue to be unsuccessful please contact us on 0121 698 8160.

  • I'm having problems paying online – what should I do?

    If you are having problems paying online, please contact customer support on 0121 698 8160. When you contact us it helps if you can provide us with your quotation reference number as we can find your information more easily. A member of staff will guide you through the payment process and help resolve any issues that may occur.

After you purchase – what happens next?

  • I haven't received confirmation of my policy yet

    When you buy a policy with us, we will send you an email immediately attaching copies of your policy schedule and all documentation relevant to your insurance. You can also access your policy by logging into your account where all the documents are stored for your convenience.

  • How do I get my policy documents?

    When you buy or renew a policy with us, we will send you an email immediately attaching copies of your policy schedule and all documentation relevant to your insurance. Copies are also stored within your online account. To access your account, go to the Login page. To login you will need the email address provided on the quotation form and the password you registered when you purchased the policy. If you cannot remember your password, click on request a password and we will email you a password. If you have any problems downloading your documents from your account, please email us at: Customersupport@howdengroup.com quoting your policy number and/or policyholder name.

  • Can I print my own policy documents?

    Yes you can print your own policy documents by logging into your online account.

  • I can't access my documents

    If you are unable to access your documents because of problems logging into your account, try re-setting your password by visiting the Login Page and following the instructions. If you can't locate your documents or open them whilst logged into your account, contact customer support on 0121 698 8050 or email at Customersupport@howdengroup.com

  • I can't log into my account

    Firstly please ensure you are using the correct email address. The one needed is the one you used when first getting quotes for your insurance or the email address that your policy documentation was sent to. If you are sure your email is correct, try re-setting your password by visiting the Login Page and following the instructions. If you are still unable to login, please contact customer support on 0121 698 8050 or email us at Customersupport@howdengroup.com.

  • What should I do if I have forgotten my password?

    For security reasons we do not keep a record of customer passwords therefore if you have forgotten your password you will need to visit the Login Page and follow the instructions.

  • What should I do if I can't remember my username?

    This is the email address you gave at the time of requesting your quotation and the email address that your policy documentation was sent to. If you unable to remember it, please contact customer support on 0121 698 8050

Managing your Insurance Policy

  • Where can I get copies of my insurance documents?

    Your documents are stored in your online account, which means that you can access, download and print them at your convenience whenever you please. Simply visit the Login page

  • How can I make changes to my policy?

    If you would like to amend the policy covers, or to increase the level of a cover you already have, please contact customer support on 0121 698 8050 or email us at Customersupport@howdengroup.com

  • How will I know when to renew?

    We will contact you by email in good time before your renewal date with instructions on how to renew your policy online. As it is so important to renew your cover before it ends we will send email reminders to ensure you don't miss your renewal date.

Amending your details

  • How do I update my contact details?

    Please Login to your account using your email address and password. Select Edit Account to update and save your personal details

  • How do I change details on my policy?

    Please contact customer support on 0121 698 8050 or email Customersupport@howdengroup.com quoting your policy number and advising full details of the changes required.

Renewing your policy

  • How do I know when my renewal date is due?

    We will send a renewal invitation email in good time before your renewal date. As it is so important to renew your cover before it ends we will send email reminders to ensure you don't miss your renewal date.

  • How do I renew my policy?

    The renewal process is very simple. We will send you an email invitation in good time prior to renewal date. Just follow the instructions to login to your account where you will find some of the question set pre-populated from the information you submitted last year. You will need to go through the online questions to check that the details are up-to-date before your online renewal quotation is produced. If your expiry date has passed, you will need to contact customer support on 0121 698 8050.

  • Why do I need to go through the quotation form again?

    You will find some of the question set pre-populated from the information you submitted last year. You will need to go through the online questions to check that the details are up-to-date before your online renewal quotation is produced. If your expiry date has passed, you will need to contact customer services on 0121 698 8050

About 24/7 Sports Insurance

  • What is 24/7 Sports Insurance?

    24/7 Sports Insurance is a product offered by Howden. Howden is one of the largest independent insurance brokers in the UK. Founded in 1970 the sports and recreation division employs over 80 people. The Howden Sports and Recreation team provides advice and assistance to more than 300 National Governing & Representative Bodies of Sport and Recreation, and more than 3 million individual participants throughout the UK. Our experience is such that we are able to provide a flexible service so as to cater for the complex but uniquely different needs of those involved in Sport and Recreation.

  • I can't find your FCA accreditation – why?

    24/7 Sports Insurance is a product offered by Howden. Howden is authorised and regulated by the Financial Conduct Authority. You can look up Howden on the FCA database - our registration number is 309639.

General Queries

  • If I have any questions about my policy who should I contact?

    If you have any questions about your insurance cover please contact customer support on 0121 698 8050. Please do not contact England Hockey Association as they are not qualified to provide insurance advice.

  • What criteria do I need to meet to be able to purchase this cover?

    You must maintain continuous affiliation to apply for the insurance cover and preferential rating which has been negotiated. You must be a constituted club, and affiliated to the England Hockey.

  • What if I change my mind after I have bought the policy?

    If, after reading the policy booklet, this insurance does not meet your requirements you can cancel the policy within 30 days of the date you received the policy wording and certificate. You will then receive a refund in full. We will not refund your premium after the 30 days period has expired or if you have made or notified a claim under the policy. If you want to cancel your policy please email us at Customersupport@howdengroup.com.

  • What do I do if I lose my policy?

    Your policy documents are sent by email at the time of purchase but also held within your online account for access at your convenience. All you need to do is log-in with your email address and your personal password. You can download to your computer or print off as required.

  • What happens if I fail to disclose something important?

    You owe a duty to make a fair presentation of the risk to the insurer. You have a duty to disclose to the insurer every material circumstance which you know or ought to know after a reasonable search or which is sufficient to put the insurer on notice that it needs to make further enquiries for the purpose of revealing those material circumstances. In addition you have a duty to disclose information in a clear and accessible manner.

    A circumstance is material if it would influence a prudent insurer’s judgment in determining whether to take the risk and, if so, on what terms.

    Failure to disclose a material circumstance may entitle an insurer to:

    • in some circumstances, avoid the policy from inception and in this event any claims under the policy would not be paid;
    • impose different terms on your cover; and/or
    • reduce the amount of any claim payable.

    This duty applies:

    • before your cover is placed;
    • when it is renewed; and
    • at any time that it is varied.
  • What is an ERN number?

    An ERN (Employer Reference Number) is a unique number given to any organisation that registers employees with H.M Revenue and Customs. You may find it referred to on Tax forms as an Employer PAYE reference. Under legislation, insurers are required to record this number.

  • I've read I should carry out a risk assessment. I've never done one before, what should I do?

    You should refer to the 5 steps system described on the HSE website. You will find generic risk assessment templates to assist you.

  • How do you use my data?

    Howdenwill use your data primarily to evaluate and process your application for insurance and administer your policy. For more information about how your data is used, please read Section 5 of the Commercial Client Agreement.

    Confidentiality and Data Protection

    Claims

    • When do I need to tell you about accidents?

      You need to advise us of any incident which involves a member or a member of the public being seriously hurt. We have issued Incident Notification Guidelines in the Claims Advice document, which were sent to you with your policy. You can also access an additional copy of this Claims Advice. If you need further assistance and would like to discuss the incident with us please call us on 0121 698 8140.

      You should report all incidents, whether you think you may be at fault or not. You should not appoint your own legal representation.

    • Is there a time limit for making a claim under the policy?

      You should notify us as soon as you become aware of any serious injury or damage to someone else's property. If your cover is written on a 'claims made' wording, which means the policy must be in force at the time the incident occurs and the claim must be made and advised to the insurer whilst the policy is in force, it is vital that all incidents are reported as soon as you become aware of them.

    • I have received a letter from a solicitor from someone making a claim against me, what should I do?

      Speak to Howden Claim's Department as soon as possible on telephone number 0121 698 8140. They will advise you of what action to take.

    Claiming on your insurance

    • How do I make a claim?

      It is important that all incidents that may lead to a claim are reported to us as soon as possible after the event.

      If you are in any doubt as to what action to take, or if you need to tell us about an incident, please contact the Claims Team on 0121 698 8140 between 9am and 5pm Monday to Friday or email us (email address is sportsclaims@howdengroup.com) to inform of us of the details and we will tell you what to do next.

    • Can I report my claim online?

      No, you should contact our claims team on 0121 698 8140 between 9am and 5pm Monday to Friday or email us (email address is sportsclaims@howdengroup.com) to inform of us of the details and we will tell you what to do next.

    Cancelling your policy

    • How do I cancel my policy?

      Please send a formal email to Customersupport@howdengroup.com instructing us to cancel your cover. The email should contain your name, policy number, cancellation date and the reason why you wish to cancel. We will arrange for the cancellation to be processed immediately.

    • How soon will I receive my refund?

      On receipt of your email instructing us to cancel your cover we will arrange to refund any monies owed to you.

    If you have a problem or would like to give feedback

    • Who should I contact if I have a complaint?

      If you wish to make a complaint you may do so by contacting any member of our staff by whatever means is convenient to you. If you cannot settle your complaint with us to your satisfaction, you may be entitled to refer it to the Financial Ombudsman Service (FOS). The FOS can be contacted by accessing the website www.financial-ombudsman.org.uk or telephoning 0800 0234567 or 0300 1239123.

    • I'd like to give some feedback – who should I contact?

      We welcome all feedback from customers and visitors to the website. Please email us at: Customersupport@howdengroup.com. We will ensure that your comments reach the right person.