What we do
We act as an intermediary on your behalf to arrange your insurance. We will not provide advice or recommendations but instead will offer the most competitively priced product available from our range of insurer partners that is most suited to your demands and needs. If you decide to purchase a policy through us or a sub broker, you do so at your own choice and confirm that the product is suitable for your needs.
Buying Insurance with us
As a non-advisory intermediary we do not advise or offer any recommendation for any insurance product. We will endeavour to issue your policy documentation on the day you arrange cover with us, but at times where this is not possible your documents will be issued the next working day.
We will notify you how to renew in good time prior to the expiry of your policy.
We endeavour to place your business with insurers who have adequate means to meet their obligations but cannot guarantee the solvency of any insurer and we shall not be liable for losses suffered by you in the event of the insolvency of an insurer.
1 - Duty of Care - Please take reasonable care to answer all questions honestly and to the best of your knowledge, as any product will be based on the information you have provided. Incorrect risk details provided either accidentally or deliberately may lead to an increase in your premium, invalidate your insurance cover, result in your insurer reserving the right to cancel your policy, or treat the policy as if it never existed. Incorrect information could also lead to claims being rejected or not fully paid.
You must therefore provide complete and accurate information to us at all times including when arranging your insurance and throughout the lifetime of any policy. Any change in your circumstance or the risk itself, such as changing occupation or receiving endorsements on your licence must be notified to us immediately. If you are unsure about disclosing any information, please ask us for guidance. You are reminded that it is an offence under the Road Traffic Act to make false statements or withhold any relevant information to obtain a certificate of motor insurance. Under the Rehabilitation of Offenders Act you are not required to disclose convictions regarded as ‘spent’.
2 - Check Your Documents - It is vital that you take the time to immediately check all documentation that we send to you including application forms, schedules, certificates, cover notes and policy wordings to ensure all the information stated is present and correct. If you feel that any documentation is incorrect, you should contact us immediately.
3 - Notify Accidents/Claims - Please check your documentation to see which insurer your policy is underwritten by - All accidents regardless if you intend to make a claim should be notified to us immediately on the following numbers:
Zenith / West Bay - 0344 873 8183
Tradex - 0343 903 1892
4 - Supporting Documentation - To maintain our competitive premiums, validate your information and to combat fraudulent activity, we may require you to provide certain documentation to support your application. These requirements will be outlined to you at the point of sale and may include but are not limited to copies of driving licences, proof of any no claims discount and signed application/proposal forms. Any supporting documentation that does not correspond to the information you have provided will be corrected and where applicable an additional premium may be charged by your insurer. We will also apply the charges set out below.
Failure to provide the supporting documentation within 23 days of accepting the policy may lead to your policy being cancelled and charges imposed in line with our ‘Cancellation’ section of this document.
5 - Anti-Fraud Registers and Other Searches - To ensure you are offered our most competitive premiums now, at renewal and at any other time and to protect all customers from fraud, many insurance providers operate a credit scoring system and will use the information you provide to carry out checks with credit reference agencies, fraud prevention agencies, and other public and privately available sources of information. These checks can include electoral roll and credit information.
The information is used to verify your identity and is registered as a general insurance search. The searches may appear on your credit report whether or not your application for insurance proceeds, but will not harm your credit rating or adversely affect your credit profile. Whilst we do not carry out credit checks on our website, we or our partners may do so at any stage of the quote or purchase process, regardless if you obtain a quote via the internet or over the phone.
How we are remunerated
We may receive a commission from the insurer in return for arranging your policy. We also apply the following charges for our service and where a charge is variable, we will confirm an exact figure to you before any transaction.
New Business: Fees up to 15% of the insurer quoted premium
Renewal: Fees up to 15% of the insurer quoted premium
Making a change to a policy:
For policies incepted prior to 31/12/2022 - £25 (excluding change of vehicle registrations charged at £0)
For policies incepted after 01/01/2023 - £30 (excluding change of vehicle registrations charged at £0)
Where you have chosen to pay for your premium through a third party finance provider, we may be paid commission for the arrangement of your credit agreement.
We strongly recommend that you contact us before deciding to cancel your insurance policy to discuss your options. You have the right to cancel your insurance policy at any time, but charges will vary depending on when you cancel. When your policy is cancelled, any additional products are cancelled at the same time and our service charges and those of your insurer are not refundable. Any refunds due can take up to 30 days to be processed.
There are occasions where we will enforce cancellation of your policy. This is only performed when there is a good reason or if your insurers have instructed us to do so. Before cancelling your policy, we will always send at least seven days written notice to your last known address. The cancellation will be treated as a standard cancellation and you will incur the same charges as set out below.
Cancelling Before Cover Starts
If you have instructed us to start a policy, but choose to cancel before any cover has commenced, we will charge an admin fee.
- For policies incepted prior to 31/12/2022 £25 will be charged
- For policies incepted after 01/01/2023 £30 will be charged
Cancelling Within The Cooling Off Period
If your cover has started and you decide to cancel your policy within 14 days of receiving your documentation, and provided you have not made a claim or had a claim made against you, you will be charged the following;
- A pro rata charge for the time your policy was on cover
- A charge for the time any optional additional products were cover*
- For policies incepted prior to 31/12/2022 £25 will be charged
- For policies incepted after 01/01/2023 - £30 will be charged
- The policy arrangement fee
- A charge of £75 if a telematics box is issued and not returned to us
*If you have used the service of any optional additional products within the cooling off period, the full charge of the additional product will apply.
Cancelling After The Cooling Off Period
If your cover has started and you decide to cancel your policy outside of the cooling off period, and provided you have not made a claim or had a claim made against you, you will be charged the following;
- A charge for the time your policy was on cover plus any insurers cancellation fee*
- The full cost of any optional additional products, regardless if the service was used
- For policies incepted prior to 31/12/2022 a cancellation fee of £50 will be charged
- For policies incepted after 01/01/2023 a cancellation fee of £60 will be charged
- The policy arrangement fee
- A charge of £75 if a telematics box is issued and not returned to us
*For the cancellation calculation for each insurer please refer to your policy booklet - These can be found here
All policies with a policy term less than 30 days no refund of premium or fees charged is returned in the event of cancellation.
If you are paying your premium by instalments, where the total cost for your cover exceeds the amount that you have paid the third party finance provider, you will be required to pay the difference within 7 days. Failure to do so may result in us taking steps to recover any debt through a debt recovery agency that may apply further charges to the balance.
If you cancel your policy and you have made a claim, or a claim has been made against you, the full premium is due and any remaining instalments will need to be settled.
Credit/Debit Card Payment
Please note that any refunds can only be made back to the card used for the original transaction, or where this is not possible a cheque or BACS transfer will be issued.
If you choose to pay your premium by monthly instalments, we will arrange this for you unless your application for credit is declined. This method of payment works like a loan, where the finance provider will pay your insurance premium to us in full and you will pay back the finance company by monthly instalments including any interest applicable to the loan. We are a credit broker and not a lender.
Please note that paying your premium by monthly instalments does not provide a month’s cover at a time, you will have entered into an annual contract of insurance and have chosen a more manageable method of paying your annual premium. You are responsible for paying the monthly instalments when they fall due, please therefore take note of the payment schedule provided to you. A missed payment charge will be incurred for failing to pay a monthly instalment, and if overdue payments are not received within 7 days of defaulting, we will commence the cancellation process.
For your protection, if you cancel your direct debit it will not automatically cancel your insurance policy, and could lead to unnecessary charges being applied to your policy. You should always contact us in accordance with the ‘Cancellation’ section of this document.
The finance providers will have their own terms and conditions, which you should read carefully upon receipt, and additional charges will be applied for the administration of a dishonoured payment. You will receive the credit agreement from the finance provider that you will need to sign and return. Failing to do so may result in your finance agreement to be cancelled which could affect your insurance policy.
We reserve the right to withhold documentation until due payments have been made. We will provide any documentation that we are required to do so by law.
What to do if you have a complaint
We are dedicated to delivering a first class level of service to all policyholders. However, we accept that things can occasionally go wrong and would encourage you to tell us about any concerns you have so that we can take steps to make sure the service you receive meets your expectations in the future. Our customer service team are here to help on 0330 124 5773 or Complaints@Insentureunderwriting.com who will do all they can to swiftly resolve the issue. You can request a copy of our complaints procedure free of charge at any time.
You can also write to us at:
Insenture Underwriting Services Limited
94 - 102 Highstreet
We will make every effort to resolve your complaint by the end of the third working day after receipt. If we cannot resolve your complaint within this timeframe we will acknowledge your complaint within five working days of receipt and do our best to resolve the problem within four weeks by sending you a final response letter. If we are unable to do so, we will write to advise you of progress and will endeavour to resolve your complaint in full within the following four weeks.
When contacting us please provide:
- A policy number and/or claim number.
- An outline of your complaint.
- A contact telephone number.
If we are still unable to provide you with a final response at this stage, we will write to you explaining why and advise when you can expect a final response. At this point you may refer your complaint to The Financial Ombudsman Service at the following address:
Harbour Exchange Square
The Financial Ombudsman Service
You may go directly to the Financial Ombudsman Service when you first make your complaint, but the Ombudsman will only review your complaint at this stage with our consent. However, we are still required to follow the procedure stated above. If you have received a final response but are dissatisfied, you have the right of referral to the Financial Ombudsman Service within six months of the date of your final response letter. You may only refer to the Ombudsman beyond this time limit if we have provided our consent.
Whilst we are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure above does not affect your right to take legal action.
If you have any suggestions or comments about our cover or the service we have provided please contact us on Info@Insentureunderwriting.com - We always welcome feedback to enable us to improve our products and services.
For our joint protection telephone calls may be recorded and monitored by us.
If you are still dissatisfied with the way your complaint has been handled, you can use the Online Dispute Resolution Platform (ODR) to submit your complaint for an independent assessment at:
Protecting Your Money
We hold your premium payment in a Client Money Bank Account until it is passed to your insurer. We cannot use your money for any other purpose other than to pay the insurer that your insurance is arranged with. We may earn interest from money held in this account, which we will retain. Unless you tell us otherwise, you are consenting to us holding your money in this way.
Some of our policies require you to fit a telematics box within 7 days of purchasing cover with us. Failure to do so may result in the policy being cancelled and/or any claim being declined.
Once the telematics device has been fitted to the insured vehicle you are required to the best of your ability to ensure that it is in working operation at all times the insured vehicle is in use. If you suspect that the telematics device may not be operating correctly you must contact us on 0330 124 5773. If you continue to drive the insured vehicle in the knowledge that the device is not functioning properly your policy may be cancelled in accordance with General Condition 7 of the policy and it may affect the indemnity provided in the event of a claim.
The requirement for a fully operational telematics device is waived for the first 7 days after purchasing this insurance. A device will be posted to your address. Follow the instructions on the app to install it in the insured vehicle. You are required to have the telematics device fitted to the insured vehicle and in working operation within this period otherwise the policy will be cancelled in accordance with General Condition 7 of the policy.
The telematics device is the property of the Telematics Service Provider and it will be provided to you free of charge whilst you have a valid taxi policy with us. You are responsible for fitting the device to the insured vehicle and transferring it to any change of vehicle during the term of the insurance. You are required to return the device to the Telematics Service Provider should the insurance be cancelled or expire. Any return premium following cancellation will be processed upon receipt of the device in working order.
It is a requirement of our telematics policies that:
- al incidents, irrespective of any intention to make a claim under this policy, are reported immediately or at the very latest within 24 hours of the incident discovery which must be done via the claims team.
- you will ensure that the incident data from the device is made available immediately.
If you fail to comply with any of these requirements it could affect the handling of any claim.
If You or any person acting on your behalf, tampers with, dismantles, or attempts to remove any part(s) of the telematics device, or if you fail to fit the device correctly according to the instructions, a £25 fee will apply for a replacement cradle.
The telematics device is the property of the telematics service provider. You or any person acting on your behalf, must not tamper with, dismantle, or attempt to remove any part(s) or tamper with the GPS/GSM signal that is emitted from the telematics device.
Monitoring the Use of the Insured Vehicle
Our telematics device collects information about the way you drive (including the speed of the insured vehicle). This information will be collected and used by us:
- to monitor your driving behaviour, in particular, compliance with speed limits
- to monitor the locations and times during which the insured vehicle is used, the way in which it is driven and where and when it is driven
- to provide further clarification as to the circumstance of a claim if you make a claim under the insurance policy
- to calculate future premiums based on the information collected.
The policy is intended for safe drivers and your premium at renewal will be affected by the way that the insured vehicle is driven and your mileage, as well as where and when you drive. Poor driving behaviour, and in particular extreme speeding or consistent speeding, may result in the withdrawal of cover. You will be able to view feedback on your driving behaviour and mileage driven. You will be sent alerts to draw your attention to any extreme driving behaviour such as speeding. This policy wording must be shown to any named driver on your insurance policy so they are aware that their driving will be monitored.
The device is supplied by us free of charge but must be returned to us at the end of the policy. If it not returned a £75 charge will apply.
How we use your information
You can view our Privacy Statement here
The laws of England and Wales govern this agreement and any dispute is subject to the exclusive jurisdiction of the English courts.
Agreement to our Terms of Business does not affect your normal statutory rights.