Terms and conditions of business

About us

First Insurance, First.co.uk, First Van, First Cab and Insure OK are trading names of 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 FCA’s website, register.fca.org.uk, or by contacting the FCA on 0800 111 6768.

We offer products from a panel of insurers for private motor and commercial vehicle insurance products. In addition to these we offer optional add-on contracts, including Platinum Legal Expenses Cover, windscreen replacement, vehicle breakdown, replacement vehicle, excess protection, tool cover and key replacement cover from single insurers. Details of these insurers can be provided on request. Our Bronze Claims Management Service is offered from a single provider and is not regulated by the Financial Conduct Authority nor covered by the FOS, nor the FSCS. This is provided with all motor vehicle policies and can be upgraded to our Platinum Legal Expenses Cover.

You will not receive advice or a recommendation from us. We may ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed.

We act as your agent for sourcing and placing insurance business and in the event of you notifying a claim to us. We will act as the insurer’s agent for the purposes of cancelling the policy, collecting or refunding premiums or as otherwise informed. 

Fees & Charges

Arranging a new policy or a renewal £30 plus up to 20% of the insurance premium
Mid-Term Alteration to your policy (includes change of address, occupation, vehicle etc) Up to £85 (minimum fee £30) plus up to 20% of any additional, or refunded insurance premium. See also Instalment Payments below
Cancellation Charges See Cancellation of Policy - Private motor or Commercial Vehicle Policyholders sections
Dishonoured payment admin charge £10 (charged if we administer the defaulted payment)
Debt collection admin fee £45 (charged where we have to pass your account to a debt collection agency)
Provision of hard copy documents £10 to cover administrative costs, printing and postage
Credit card transaction 2.5% of transaction value (No charge for debit cards)
Failure to provide required documentation within 14 days of request £15 to cover additional administration costs

Our fees and charges are non-refundable except for policies cancelled within 14 days, see "Cancellation of Policy" 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.

Cancellation of Policy

To cancel your policy please telephone our Customer Services Department on 01344 286199 or email info@first.co.uk in the first instance. They will advise you of the process required for your insurer and can help you look for alternative cover if appropriate. Cancelling your instalment plan DOES NOT cancel your policy, and the payments made to date are unlikely to cover costs in the event of cancellation. Any remaining balance can be cleared in one payment or you must continue with the instalments until repaid. We will withhold proof of any No Claims Bonus until the balance is paid. Cancellation fees and costs apply whether the policy is cancelled by you or us, regardless of reason. If there has been ANY claim or potential loss, the full premium will be payable with no refund due- please refer to your policy booklet. Refunds of less than £10 will be retained by us due to the administrative cost of returning these. Optional add-ons are also cancelled if the main motor policy is cancelled. We may communicate any cancellations by email, so please ensure the email address you provide us with is correct and kept up to date. We will also write to you at your last known address.

Private Motor Policyholders

Within the first 14 days or before policy start date

You have the right to cancel within 14 days of when you purchase your new policy, or from when you receive your policy documents, whichever is later, and within 14 days of renewal date for renewed policies. 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 up to £60 from the total refund to cover our costs.

Day 15 onwards

If you cancel after 14 days, most insurers will charge for time on cover on a pro-rata basis but will also levy a cancellation charge (see policy for details). A few insurers use a short-period cancellation scale and this may result in a far lower level of refund e.g. after 3 months you may only get a 50% refund (see policy for details). We will inform you if your insurer uses short period rates before you decide to take out the policy. In addition, we will charge our cancellation fee of up to £60 and reclaim our commission at 10% of the premium returned from the insurer (charges waived if you replace the policy through us). Premiums for optional add-on products such as our Platinum Legal Cover and windscreen cover are non-refundable after the first 14 days.

Commercial Vehicle Policyholders

Any right of cancellation will be detailed in your policy. Where cancellation is permitted the fees and charges as per Private Motor will apply. Any optional extras taken with the policy will be cancelled at the same time. You may obtain details of any commission earned from the policy upon request.

Cancellation of Policy – Travel Insurance

To cancel your policy please telephone our Customer Services Department on 01344 286199 or email info@first.co.uk in the first instance.

Within the first 14 days or before policy start date

You have the right to cancel within 14 days of when you purchase your new policy, or from when you receive your policy documents, whichever is later, and within 14 days of renewal date for renewed policies. The insurers will refund the premium in full provided you have not travelled or made a claim. We will charge a £10 cancellation fee. If you have travelled or made a claim on a single trip policy no refund will be due, even if you cancel within the first 14 days.

 

Day 15 onwards

No refund of premium is available if you request cancellation after the 14 day cooling off period.

Insurer Cancellation

We shall not be bound to accept renewal of any insurance and we may be required to act on behalf of the insurers for the purpose of cancelling a travel insurance policy. In this instance we will write to you, at the most recent address you have provided to us, giving 14 days’ notice. Provided the premium has been paid in full you will be entitled to a refund proportionate to the unexpired period of cover in such instances. A charge may be imposed by the insurer based on the usage of any helpline during the period the policy has been in force.

Young and inexperienced drivers – motor policies only

If you are aged under 25, or have held a full UK Driving Licence for less than 12 months then additional excesses will apply. You will be informed of these before you take the policy out.

Instalment payments – excludes travel insurance policies

We act as a credit broker and you can spread your premium with an initial deposit and ten further monthly instalment payments. In the event of a claim, instalments MUST continue to be paid until the FULL premium and charges have been settled. Credit is subject to status and credit searches and if your application is declined the premium will become payable in full. You may contact us to cancel your credit agreement without penalty within the first 14 days, but the insurance premium will become immediately payable in full. We will receive a commission from Premium Credit for referring you to them – details are available upon request. If we cannot add the costs of any Mid-Term Alterations to your instalment plan these must be paid at the time of the change. Finance is provided by Premium Credit Limited and is the best available to you.  Alternative credit is available from Aviva for their policies. Please ask for details.

No Claims Bonus Protection (where available)

No claims bonus is applied as a percentage discount to your insurance premium. In protecting your no claims bonus you are protecting this percentage discount, not the overall price of the policy. Should you make a claim against your policy whilst no claims protection is in force, your renewal price may still increase.

Automatic Renewal & Continuous Payments– excludes travel insurance policies

We will inform you if we are able to offer automatic renewal and we may renew your policy automatically each year unless you request otherwise. If you were paying by monthly instalments, your finance company will issue a new agreement and will continue to collect direct debits from your account. If the direct debit fails we may debit the card from which the original deposit was taken to ensure continuity of cover. If you paid in full we will collect the renewal premium from the same card. You will still receive a renewal invitation from us and this will normally be issued 21 days prior to your renewal date. To ensure your payment processes correctly we will debit cards seven days before renewal unless you advise us otherwise. By accepting these terms and conditions you (or the cardholder if this is not you) also agree that we may retain the card details and use these to take any additional premiums, cost or charges relating to the policy until you state otherwise. This will apply even if the card does not belong to you. You will always be informed before we try to take any funds from the card so you must make sure the cardholder is informed if they are a third party. 

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 the questions we ask and inform us of any changes to the information previously supplied. If you withhold information or answer questions dishonestly you may have your cover reduced, be charged a higher premium, have your policy cancelled or voided and any claims may not be paid.

Your Duty of Fair Presentation - Commercial Vehicle Policyholders

You are required to provide a fair presentation of the insurance risk based on you conducting a reasonable search for information. This may require you to obtain information from senior staff within your organisation, other parties to whom the insurance relates or who undertake any outsourced functions for your business (e.g. solicitors, accountants etc.). You must disclose every material circumstance which you know or ought to know may affect the insurance cover. Failing this you must disclose sufficient information to put your insurer on notice that it needs to make further enquiries. You must ensure that information provided is correct to the best of your knowledge and representations must be made in good faith. If you fail to make a fair presentation of the risk this may result in additional terms or warranties being applied or a claim may be refused or reduced.  In some cases this could result in your policy being declared void by an insurer and if there has been a deliberate or reckless breach there will be no refund of premium. Please ask if you require clarification. 

Complaints procedure

We aim to provide excellent service to all our customers, but occasionally things can go wrong. If this happens please let us know so we can do everything we can to put it right. If you wish to make a complaint, please contact us by email: info@first.co.uk, telephone: 01344 286199, OR write to: First Insurance Services, First Floor, Building 329, Doncastle Road, Bracknell, Berkshire RG12 8PE. If you remain dissatisfied you may be able to refer your complaint free of charge to the Financial Ombudsman Service (FOS) (website: financial-ombudsman.org.uk). Full details of our complaint handling procedures are available upon request.

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.

Privacy Policy & Use of Driving Licence Data

Your details will be held on our system to assist with the administration of your policy and will be passed to your insurers who may share it with other insurers and fraud prevention agencies. We may pass your details to specially selected third parties if we feel their products or services may be of interest to you.
If you and/or any named driver provide us with your Driving Licence Number(s) (DLN), you/they consent to us accessing information about the licence status, entitlements and restrictions and any endorsements/convictions from the DVLA both now and at renewal. This information will ONLY be used by us or passed to authorised third parties for the administration of your insurance policy. For information about driving licence data please visit gov.uk/view-driving-licence. By accepting these Terms and Conditions you also accept our Privacy Policy which is available online at first.co.uk, or upon request. 

First Website ToB –20170209  v18b