Terms and Conditions of Business
Definitions
"We", "Us", "Our", "First Insurance Services", "First.co.uk" and "InsureOK" means Fresh Insurance Services Group Ltd.
"You" and "Your" means the person who wishes to use our services.
About us
First Insurance, First.co.uk, and InsureOK are trading names of the Fresh Insurance Services Group Ltd, registered office Ladybird Suite, Burnt Meadow Road, Redditch, B98 9PA which is authorised and regulated by the Financial Conduct Authority (FCA), under reference no 306202. This can be checked on the Financial Services Register by visiting the website www.fsa.gov.uk/register/home.do or by contacting the FCA on 0800 111 6768.
We offer products from a panel of insurers for private motor, household buildings and contents, and commercial insurance products. In addition to these we offer optional add-on contracts such as legal expenses, windscreen replacement, vehicle breakdown, key replacement cover on the basis of a single insurer, although we are not obliged by contract to do so. Details of these insurers can be provided on request.
For all new business (including 'renewals' where we recommend a change of insurer) we will advise and make a recommendation for you after we have assessed your needs.
For automatic renewals, which remain with the same insurance company, we will not give advice or a recommendation from us and the renewal will be based on the information provided when you originally took out the policy. You will then need to make your own choice about how you wish to proceed.
Our service charges
| Arranging a new policy or a renewal | £25 plus up to 20% of the insurance premium. |
| Mid-Term Alteration to your policy | Up to £85 (minimum fee £25) plus up to 20% of any additional, or refunded insurance premium. |
| Duplicate documents | £20 |
| Dishonoured payment | £25 |
| Instalment arrangement | £25 |
| Debit card transaction | No charge |
| Credit card transaction | 2.5% of transaction value |
| Provision of hard copy documents | £2.50 to cover administrative costs, printing and postage |
Our service charges are non-refundable except for policies cancelled within 14 days, see "Your right to cancel" below. Fees charged by the insurer and/or premium finance provider are in addition to the above - you will be advised of the fee breakdown before you are charged.
*Mid-Term Alterations include change of address, change of cover etc
Your right to cancel
Private clients
You have the right to cancel a new policy within 14 days of when you purchase your policy or from when you receive your policy document, whichever is later, and within 14 days of renewal date for renewed policies. Provided you have not incurred any claims during that period, the insurers will pay a pro-rata refund of premium, subject to a minimum charge, and we will refund any policy set-up charges. We will deduct a cancellation fee of £50 from the total refund.
If you cancel after 14 days, motor insurers are likely to use a short-period cancellation scale for calculating refunds, as follows:
| Period of cover up to: |
1 month | 2 months | 3 months | 4 months | 5 months | 6 months | 7 months | 8 months or more |
| % of premium refundable |
70% | 60% | 50% | 35% | 30% | 20% | 10% | Nil |
In addition, we will charge a cancellation fee of £50 and will retain up to 15% of any premium refund as commission (charge waived if you replace the policy with alternative cover through us).
After the 14 day cooling off period has expired, ad-on products such as breakdown, legal expenses and key replacement premiums are non-refundable.
To cancel your policy, you MUST advise us in writing BEFORE the cancellation date and enclose your insurance certificate or cover note. Please note, cancelling your instalment plan does NOT cancel your policy. Your policy will remain in force until written confirmation and the return of the certificate are received by us.
Commercial clients
Any right of cancellation will be detailed in your policy.
Instalment payments
You can choose to spread your premium payment with an initial deposit and nine further monthly instalment payments. Please note that, in the event of a claim, instalments MUST continue to be paid until the FULL premium and charges have been settled.
Automatic Renewal
We may continue to renew your policy automatically each year unless you notify us otherwise. If you previously paid by monthly instalments your finance company will automatically continue to collect direct debits from your account. You will still receive a renewal invitation from us this will normally be issued 21 days prior to your renewal date. If you DO NOT wish to accept the renewal, you MUST call or write to us BEFORE the renewal date of your policy.
Protecting your money
We hold your premium (payment or refund) in a trust account as agents of the insurer. It is considered as being held by the insurer whilst in this account - this is known as 'risk transfer'. While it is in the account, your money cannot be used for any purpose other than paying the insurers or any brokers through whom we may have arranged your insurance, or in the case or premium refunds, returning the money to you. Any interest earned on the account is retained by us.
Accuracy of information
You must provide us with honest and accurate information to all the questions we ask. You must inform us of any changes to the information you have previously supplied. If you deliberately withhold any information requested or answer any questions dishonestly you may have your cover reduced, be charged a higher premium or have your policy invalidated. Any claims may not be paid.
Complaints procedure
We aim to provide an excellent level of customer service to all our customers. Occasionally things can go wrong and if this happens we will do everything we can to put it right. If you wish to register a complaint, please first contact us by emailing info@ first.co.uk, telephone 01344 286199, OR write to: First Insurance Services, 2 Arlington Square, Downshire Way, Bracknell, Berkshire RG12 8GF. If you are unable to resolve your complaint with us, you may be able to refer your complaint to the Financial Ombudsman Service.
Financial Services Compensation Scheme (FSCS)
We are covered by the FSCS. You may be entitled to compensation from the scheme if we are unable to meet our obligations. This depends on the type of business and the circumstances of the claim. The FSCS compensation limits are: Compulsory insurances 100% of the claim and for all other insurance products 90% of the claim with no upper limit. Further information about compensation scheme arrangements is available from the FSCS.
Governing law
The laws of England and Wales govern this agreement and any dispute is subject to the jurisdiction of the English courts.
Version 5 05/04/2013