Terms & Conditions

Welcome to Vanguardo. These Terms & Conditions govern the relationship between you (the "Client") and Vanguardo (the "Company", "we", "us", or "our") in relation to our insurance claims management and loss assessing services.

Vanguardo is a professional loss assessing company that specialises in managing insurance claims on behalf of policyholders. We act as your representative to ensure you receive the full settlement you are entitled to under your insurance policy.

These terms apply to all services provided by Vanguardo, whether accessed through our website, by telephone, or in person.

In these Terms & Conditions, the following words and phrases shall have the meanings set out below:

• "Agreement" means the contract formed between you and Vanguardo upon acceptance of these Terms & Conditions.
• "Claim" means the insurance claim submitted to your insurer for property damage or loss.
• "Client" means the individual or entity engaging Vanguardo's services.
• "Fee" means the remuneration payable to Vanguardo as detailed in Section 4.
• "Insurer" means the insurance company with whom you hold a valid policy.
• "Loss Assessor" means a professional engaged by the policyholder to manage and negotiate insurance claims.
• "Policy" means your buildings and/or contents insurance policy.
• "Settlement" means the final amount paid by the insurer in respect of your claim.

Vanguardo provides comprehensive insurance claims management services including, but not limited to:

• Initial assessment and evaluation of property damage
• Preparation and submission of your insurance claim
• Detailed documentation and photographic evidence gathering
• Negotiation with your insurer on your behalf
• Coordination of contractors and repairs where required
• Management of interim and emergency payments
• Liaison with loss adjusters appointed by your insurer
• Review and challenge of settlement offers
• Support through to final settlement and sign-off

No Win, No Fee: Vanguardo operates on a "No Win, No Fee" basis. This means:

• There are no upfront costs to engage our services
• Our fee is contingent upon the successful settlement of your claim
• If your claim is unsuccessful, you will not owe Vanguardo any fees

Fee Structure: Our fee is calculated as a percentage of the total settlement amount successfully recovered. The exact percentage will be agreed in writing before we commence work on your claim and will be detailed in your Letter of Engagement.

Payment Terms: Our fee becomes payable upon successful settlement of your claim. Payment is due within 14 days of the settlement being received from your insurer.

Disbursements: In some cases, specialist reports or surveys may be required to support your claim. Any such costs will be discussed and agreed with you in advance and are typically recoverable from your insurer as part of the claim.

To enable us to effectively manage your claim, you agree to:

• Provide accurate, truthful, and complete information about your claim and policy
• Supply all relevant documentation, including your insurance policy, photographs, receipts, and proof of ownership
• Grant us authority to act on your behalf with your insurer
• Respond promptly to our requests for information or documentation
• Not make direct contact with your insurer regarding the claim without our knowledge
• Inform us immediately of any communication received directly from your insurer
• Allow reasonable access to your property for inspection and assessment
• Not engage another loss assessor or claims management company for the same claim

Fraudulent Claims: You confirm that all information provided is true and accurate. Vanguardo will not knowingly assist with any fraudulent or exaggerated claims. We reserve the right to terminate our services immediately if we suspect any fraudulent activity.

Our claims process typically involves the following stages:

• Initial Contact: Free consultation to assess your claim and explain our services
• Engagement: Signing of the Letter of Engagement and authority documentation
• Assessment: Thorough inspection and documentation of the damage
• Claim Submission: Preparation and submission of your claim to your insurer
• Negotiation: Handling all communications and negotiations with your insurer and their loss adjuster
• Settlement: Agreement of final settlement amount
• Reinstatement: Coordination of repairs and restoration if required
• Completion: Final sign-off and release of settlement funds

Timescales: The duration of a claim can vary significantly depending on its complexity, the responsiveness of your insurer, and the extent of damage. We will keep you informed of progress throughout the process.

Vanguardo treats all client information with the utmost confidentiality. We will:

• Only share your information with third parties when necessary for the management of your claim
• Not disclose your personal or claim information for marketing purposes without your consent
• Maintain appropriate security measures to protect your data
• Retain your information only for as long as necessary or as required by law

We may need to share information with your insurer, their appointed loss adjusters, contractors, surveyors, and other professionals involved in your claim. By engaging our services, you consent to such necessary disclosures.

Vanguardo is committed to protecting your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Data We Collect: We collect and process personal data necessary to manage your insurance claim, including your name, contact details, property address, policy information, and details of the damage or loss.

Legal Basis: We process your data on the basis of:

• Contract: Processing necessary to perform our services
• Legal Obligation: Where required by law
• Legitimate Interests: Where we have a legitimate business reason

Your Rights: You have the right to access, rectify, erase, restrict, and port your data, as well as to object to processing. For full details of how we handle your data, please refer to our Privacy Policy.

Vanguardo will exercise reasonable skill and care in the performance of our services. However:

• We do not guarantee any particular outcome or settlement amount
• We are not responsible for decisions made by your insurer
• We are not liable for delays caused by your insurer or third parties
• Our liability is limited to the fee payable under our engagement

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.

By You: You may terminate our engagement at any time by providing written notice. If you terminate after we have commenced work on your claim:

• If you subsequently receive a settlement for the same claim within 12 months, our fee will remain payable based on that settlement
• Any disbursements already incurred will be payable by you

By Us: Vanguardo may terminate our engagement if:

• You breach any material term of this agreement
• You fail to provide necessary information or cooperation
• We reasonably believe the claim involves fraud or misrepresentation
• Continuing would be contrary to our professional obligations

Upon termination, we will provide you with all documentation relating to your claim that is in our possession.

We are committed to providing excellent service. If you are dissatisfied with any aspect of our service, please follow our complaints procedure:

• Step 1: Contact your assigned Loss Assessor to discuss your concerns
• Step 2: If unresolved, put your complaint in writing to our Complaints Manager at hello@vanguardo.co.uk
• Step 3: We will acknowledge your complaint within 5 working days
• Step 4: We will investigate and provide a full response within 8 weeks

If you remain dissatisfied after our internal complaints process, you may be entitled to refer your complaint to an external dispute resolution service.

These Terms & Conditions shall be governed by and construed in accordance with the laws of England and Wales.

Any disputes arising from these terms or our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If any provision of these terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

If you have any questions about these Terms & Conditions or our services, please contact us:

• Company Name: Vanguardo
• Email: hello@vanguardo.co.uk
• Telephone: 0333 678 0175
• Website: www.vanguardo.co.uk