Our terms and conditions
Last updated November 2024
Introduction
Welcome to our terms and conditions. These terms and conditions form the basis of the contract between you (the customer) and us (insurd), so it is important that you read them carefully each time you purchase an insurance policy with us.
These terms and conditions set out:
- who we are and how you can contact us;
- what services we provide, including any fees and charges; and
- how we use the information you give us.
You should use the information we provide here to decide if our services are right for you.
You should also read our privacy policy which outlines how we use any personal information you give us. By communicating with us or using our services (whether on our website or App, by phone, email or social media, or in writing) you agree to keep to these terms and conditions and accept our privacy policy.
In these terms and conditions, ‘our’, ‘we’ and ‘us’ refer to insurd (“insurd”). insurd® is a trading name of insurd Limited, which is authorised and regulated by the Financial Conduct Authority (our Firm Reference Number is 308508). The FCA is the independent body that regulates financial services. insurd’s registration with the FCA allows us to provide insurance services, intermediation and credit broking.
The registered address of insurd Limited is 8 Acorn Business Park, Flint CH6 5YN and its company registration number is 01905939, registered in England and Wales.
We have the right to amend these terms and conditions without giving you notice. If you have any questions about the terms and conditions, please contact us:
- email us at hello@insurd.co.uk (anytime);
- phone us on 0345 222 6318 (9am-5.30pm Mon-Fri); or
- write to us at insurd, 8 Acorn Business Park, Flint CH6 5YN.
Our service to you
By asking a series of questions we aim to identify your insurance demands and needs and provide you with quotes from our panel of insurers. We also provide you with the information you need to make an informed decision when buying any of the products and services that we offer.
We do not offer advice or make recommendations about which of our products and services will be the most suitable for your needs. You need to make your own choice about what to buy. If you are unsure, we suggest that you ask for advice from an independent insurance adviser, who should be able to help you make the right decision.
We work with a number of carefully chosen partners to offer you the products and services that you can buy on our website or over the phone.
We work as an intermediary to represent the insurers on our panel to offer and sell insurance products, and we have the authority to sell insurance policies on their behalf. We act on behalf of a panel of insurers to provide quotes, issue policies, collect premiums and manage claims.
We have the right to add more insurers or change existing insurers, as we see fit, to make sure we maintain the high standards we aim for in offering and providing you with insurance cover.
There is more information on the insurers who are underwriting (providing) your policy in the policy wording or product summary documents. Policy documents are available on request.
If you would like us to send you paper copies of your insurance documents by standard class post, these are available free of charge. If you require a special mailing of insurance documents (for example guaranteed next day delivery), you will need to pay any additional postage costs we incur. All documents are available free of charge digitally.
Contacting you
We have the right to contact customers who have sent us an enquiry via our website or App or visited our website by clicking on a link from a comparison website.
If you want to opt out of your personal information being processed for marketing communication purposes please email us at hello@insurd.co.uk.
Payments
How to make a payment
You can pay for your policy by credit card or debit card, cash or cheque, or by premium finance (subject to acceptance by the lender).
Payments by card
After you have made a card payment, our payment service provider (PSP), the company that processes payments on our behalf, will keep a record of your credit card or debit card details so that we can use these details at a later date, for example:
- to make a refund or partial refund;
- take payment for extra insurance products you buy from us;
- to take payment following cancellation of your policy of any amount you owe us;
- to take payment for any changes made to your policy mid term;
- check your card is still valid for the next year’s payments at renewal; and
- to take payment for the renewal of your policy.
Our PSP stores your credit-card details in an encrypted format and keeps to the Payment Card Industry Data Security Standard, which includes strict requirements for how credit-card details must be handled.
Payments by premium finance
We are registered with the Financial Conduct Authority as a credit broker. If you choose to pay your insurance premium by monthly payments, we will act as your agent in helping you arrange finance with a lender, subject to acceptance of the loan application by the lender. We will not charge you fees or interest for this service, but we will receive a commission from the lender. The lender will charge you interest on the money they lend you. They may also charge you fees, which are set out in their agreement with you and are listed in Our Charges section below. If you choose to pay for your policy in monthly instalments using premium finance this will mean that your overall cost for the policy will be higher than if you chose to pay for your policy in full.
The premium finance company will keep a record of your bank details.
Your first monthly payment may be different from the rest of your monthly payments. This is because the total amount you will pay cannot always be divided into equal monthly amounts.
If you miss any monthly payment your credit rating might be affected, which may mean it is difficult for you to get credit in the future.
If you do not keep up to date with your monthly payments your credit agreement will be cancelled. If this happened, you would need to pay for your insurance in one payment or cancel your policy.
How we handle your money
We act as an agent of the insurers on our panel in collecting, holding, receiving or paying (as appropriate) premiums, premium refunds, claims, reinsurance premiums, recoveries and other related money. You are protected because:
- premiums are treated as being received by the insurer when we receive them in our bank account; and
- a premium refund or claims payment is treated as being received by you when you actually receive it.
We arrange the policy with the insurer on your behalf. We receive a payment from the insurer, which comes out of the premium you pay. This amount can vary.
Our administration process
Please call us immediately if there are any changes to the information set out in the following documents:
- Your policy schedule
- Your Statement of Fact document
We will use the new details to amend your answers and we will confirm the quotations generated by our panel of insurers.
If you want to amend your policy and your current insurer accepts this, your premium will be adjusted to reflect the amendment. If you pay monthly, your monthly amounts will be adjusted.
For all other cases, when you accept a quotation a new policy will be begin. If you pay in full, payment will be due immediately.
If you choose to pay monthly and the finance provider accepts your application, you may need to pay a deposit immediately (by debit card or credit card). The finance provider will provide a loan for the remaining balance, payable by you in a series of monthly payments. Changes in your circumstances may result in us not being able to offer you cover and your current policy may be cancelled.
How to cancel your policy
You can cancel any policy at any time during the policy term, please contact us:
- by email at hello@insurd.co.uk (any time);
- by phone on 0345 222 6318; or
- write to us at Head of Customer Satisfaction, insurd Limited, 8 Acorn Business Park, Flint CH6 5YN.
There is a cooling-off period for you to check that the policy you have bought meets your needs.
If we provide you with electronic access to your policy documents, this is the first 14 days from the date you purchase the policy.
If we do not provide you with electronic access to your documents, the cooling-off period is 14 days from the date the policy documents are delivered to your correspondence address.
If you cancel your policy in the ‘cooling off’ period, we may charge you a cancellation fee. Please refer to our fee table below.
After the ‘cooling off’ period, if you cancel a policy, you will have to pay a cancellation fee as set out in the table below.
Any optional extra policies you have bought will also be cancelled on the same date as the main policy is cancelled. If cancellation is within the ‘cooling off’ period, the optional extra policies will be refunded in full. If the cancellation is after the ‘cooling off’ period, the optional extras will be charged in full.
Our refund policy
If you cancel a policy and have not made a claim, we will refund you an amount of premium for the period from the cancellation date to the policy expiry date.
If you have made a claim under your policy, or a claim has been made against you by a third party before you cancel then:
- if you have paid in full you will not receive a refund
- if you are paying by direct debit the full annual premium is due and you will be required to pay any outstanding balance on the instalment agreement.
If you have paid in full by card, we will pay refunds back to the original debit card or credit card you used to buy the policy. If this is not possible (for example, if your card has expired) we will arrange to send the refund via bank transfer. We do not issue refunds by cheque.
If you pay monthly, we will cancel your direct debit.
If a direct debit payment is due from you within five days of the date you request to cancel, it may not be possible to stop that payment. If so, we will only be able to inform you of an approximate refund amount and will process the cancellation once the payment has completed.
If you have chosen to pay by direct debit your effective date of policy cancellation will be the last date of paid cover, or the cancellation date you request, whichever date is the earliest.
You should check your policy wording for the insurer’s charges for the period of cover. In certain circumstances, the charge for the time you have been on cover may be more than you have paid. In such cases, we will charge the original debit or credit card for any difference.
Our charges
We do not charge any administration fees for paying by debit or credit card.
We do charge the following non-refundable fees:
Personal insurance products | |
Arranging a policy: | Up to £75.00 |
Making a change to your policy after purchase: | Up to £50.00 |
If you or we cancel your policy within the 14-day cooling-off period: | Up to £50.00 |
If you or we cancel your policy after the 14-day cooling-off period: | Up to £80.00 |
Commercial and business insurance products | |
Arranging a policy: | Up to £150.00 |
Making a change to your policy after purchase: | Up to £50.00 |
If you or we cancel your policy within the 14-day cooling-off period: | Up to £50.00 |
If you or we cancel your policy after the 14-day cooling-off period: | Up to £80.00 |
Where a policy is not taken up or treated as void (ie. where the date of cancellation is prior to the date the cover is due to start), we will charge an administration fee of £50.00 or retain the original policy arrangement fee, whichever is greater.
If we, or your insurer, void a policy due to misrepresentation or fraud, we will:
- Retain all commission we would have received had the policy not been voided;
- Retain any and all fees applied for arranging the policy; and
- Charge an administration fee of £85.00.
Some of our insurer partners may also charge a fee if you amend or cancel your policy. These fees will vary and are set out in each insurer’s policy document and Insurance Product Information Document.
Your premium finance provider may also charge fees for the administration of your Credit Agreement. These fees will be set out in your Consumer Credit Information documentation.
In addition to our published fees, we reserve the right to retain any rebated commission that may be due to our insurer partner when you make a change to your policy or cancel your policy.
How to renew your policy
Before your policy is due to end we will let you know by email, phone, or letter if we are able to continue offering you insurance.
The insurer for your policy does not guarantee to offer a renewal quote. If that is the case, we will try to find you cover with another insurer on our panel. If no other insurer on our panel is able to offer you cover, we will aim to give you at least 14 days’ notice before your existing policy ends.
If your policy is not renewed, it will end, and you will no longer be covered.
Automatic renewal
If we can offer you renewal terms, we will attempt to renew your policy automatically.
If you don’t want your cover to automatically renew and you want to opt out of this ‘automatic renewal’ process, simply contact us before your renewal date to end your continuous payment.
You can opt out of automatic renewal at any time during your policy with us. This can be done via our website or App, or you can call or email us. You can also use the same contact methods to opt into automatic renewal.
Automatic renewal for policies paid in full
If you have paid for your policy in full we will try and renew your policy using the payment card details that you used to pay for your previous policy.
About one month before automatically renewing a policy, we will pre-authorise your previous payment card with a nominal amount. This does not transfer any money to us, but temporarily reduces the money available to spend on your card. After a few days (depending on your bank) this reserved amount is released and is available again on your card.
If we find that your card details have changed, we will ask our payment service provider to update the card details they hold.
These are standard procedures in the insurance and financial services industry. We do this to:
- check that your method of payment is still valid;
- give us time to contact you if there is a problem; and
- make sure that your insurance will renew on time, without a break in your cover.
Automatic renewal for policies paid by direct debit
If you pay monthly for your policy by Direct Debit, we will renew your policy using the same bank details you provided for your previous policy.
What we need from you
We rely on the information you give us when deciding whether or not to offer you an insurance quotation. You must take reasonable care to provide full and accurate answers to the questions we ask when you take out, make changes to and renew your policy. If you do not give us full and accurate information, we or your insurer may cancel your policy (or policies), refuse to pay any claim, pay only part of a claim, alter the extent of your cover or treat your policy as though it never existed. Also, your details may be added to the national Insurance Fraud Register.
You must tell us about any change in your circumstances (based on the answers you gave to our questions) which happens before or during the period of insurance.
It is important that you tell us about a change before it happens or as soon as you know about it. When you tell us about a change we will let you know if it will affect your insurance.
We may need you to provide us with documents as proof of information you have provided, such as:
- proof of previous insurance, e.g. no claims discount
- copies of your driving licence
- your vehicle V5 document
Proof of No Claims Discount (NCD)
If you take out a motor insurance policy with us, you must provide evidence of your NCD when we ask for it.
Our insurer partners only accept:
- NCD earned on a policy in your own name;
- NCD from UK insurers, written in English; and
- NCD for policies which ended less than 2 years from the start of your policy with us.
Failure to provide proof of NCD
\We will make every effort to validate your NCD automatically. Where this is not possible, we will endeavour to assist you as much as possible in either validating your NCD or obtaining the necessary proof. Ultimately, responsibility for supplying proof of your NCD rests with you.
If we do not receive proof which matches the NCD you have told us about within 21 days from the date you buy the policy, we have the right to take either of the following actions based on the individual insurer rules which apply to your policy:
- Automatically take any extra premium, based on a lower NCD, from the payment card you used to buy the policy; or
- Cancel your policy. If we cancel your policy because we did not receive your proof of NCD, you may have to pay a cancellation fee.
What to do if you have a complaint
Full details of our Complaints Policy and information about how we handle complaints is set out in our Complaints Policy, which will be provided to you before you decide to buy from us.
If you do need to make a complaint, please get in touch with us:
- by email at hello@insurd.co.uk (any time);
- by phone on 0345 222 6318; or
- write to us at Head of Customer Satisfaction, insurd Limited, 8 Acorn Business Park, Flint CH6 5YN.
There is a cooling-off period for you to check that the policy you have bought meets your needs.
If we provide you with electronic access to your policy documents, this is the first 14 days from the date you purchase the policy.
If we do not provide you with electronic access to your documents, the cooling-off period is 14 days from the date the policy documents are delivered to your correspondence address.
If you cancel your policy in the ‘cooling off’ period, we may charge you a cancellation fee. Please refer to our fee table below.
After the ‘cooling off’ period, if you cancel a policy, you will have to pay a cancellation fee as set out in the table below.
Any optional extra policies you have bought will also be cancelled on the same date as the main policy is cancelled. If cancellation is within the ‘cooling off’ period, the optional extra policies will be refunded in full. If the cancellation is after the ‘cooling off’ period, the optional extras will be charged in full.
Financial Services Compensation Scheme
We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our financial obligations. This depends on the type of business and the circumstances of the claim. For insurance that you must have by law (for example, motor insurance), insurance advising and arranging is covered for 100% of the claim, without any upper limit.
You can get more information about compensation scheme arrangements from the FSCS by writing to them at:
7th Floor, Lloyds Chambers, Portsoken Street, London, E1 8BN.
Website content and use
The information, services and products on our website and App are intended for people who live in Great Britain only. They are not meant for people living anywhere else.
Our website is designed to be accessed through its main product home pages and other pages, as we decide. If you access the site through individual pages direct, you may not see important information which you will need to fully understand the products and services we are offering.
Before buying any product or service, we will refer you to certain site pages which contain details of the relevant product or service and important legal or regulatory information, such as the terms and conditions of your purchase. It is your responsibility to read these pages.
We have the right to change the contents of our website, including these terms and conditions, at any time and without giving you notice.
Online safety
If you have registered with us online, please take care to keep your log-in details and password confidential to prevent anyone else from accessing your insurd account. You are responsible for all activities that happen in connection with your insurd account, so it is important that you call us immediately if you suspect that anyone has accessed your account.
Due to the nature of the internet, we cannot guarantee that any emails you send us are secure. So you must not send us confidential information by email, such as your credit or debit card information.
Intellectual property
All copyright, trademarks and other intellectual property rights in all material or content in any documents we provide or which are part of our website belong to us or other companies who we have licensed to use it. You are allowed to use this material only if we give you permission to do so. You agree that the material and content in any documents we provide and on our website are only for your personal use. We do not allow you to use the material and content for any other purpose. You agree not to (and agree not to help anyone else to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create other documents using our material and content. Our website and any documents we provide, whether in hard (printed) or soft (electronic) copy, contain trademarks which belong to insurd® Limited. You do not have any rights relating to any of the trademarks.
Excluding liability
We have taken all reasonable steps to make sure the information we provide on our website or elsewhere is accurate and complete. However, we do not guarantee that this is the case. Except as set out in these terms and conditions, all guarantees, conditions and other terms implied by law are, as far as this is allowed by law, excluded from your contract with us.
We accept no liability for any losses or damages (whether direct, indirect, special or otherwise) arising out of mistakes in (or details that are missing from) the information we provide on our website or elsewhere. We also do not guarantee that our website and services will never be interrupted. We will not be liable for any losses or damages which arise as a result of these being unavailable. Also, we are not liable for losses or damages which arise out of changes unauthorised third parties make to our website.
We aim to correct any mistakes as soon as possible. However, there may sometimes be an error in the price or type of product or service shown. If this happens we have the right to cancel any contract we have entered into with you and we will offer you a full refund.
When you access and use our website you do so at your own risk. We do not guarantee that using our website or downloading any material from it will not cause damage to any property (this includes loss of data or computer virus).
Nothing in these terms and conditions will exclude, limit or restrict our duties and liabilities to you under the Financial Services and Markets Act 2000, or any conduct of business rules which we must keep to. Also, nothing in these terms and conditions will exclude liability for death or personal injury, or for fraud.
Our website contains links to other websites which are hosted and maintained by third parties. We have no control over the content or security of any such site. If you use these links or access the other websites, you do so at your own risk, and we make no guarantees regarding the content of those websites. We are not liable for any loss or damage which arises as a result of using any other website.
Data protection
We will treat all personal information about you respectfully and will keep it confidential. We are committed to protecting your privacy and keeping to data protection laws. By agreeing to these terms and conditions, you acknowledge that you have read and agreed to our Privacy Policy.
Jurisdiction and governing law
These terms and conditions are governed by and interpreted in line with the laws of England and Wales. Any dispute relating to any of our services, including use of our website, will be dealt with by the English courts.