Our Terms of Business – The Home Insurer

The Financial Conduct Authority

The Home Insurer trading as Property Expert Limited, of Ground Floor, Thrapston House, Huntingdon Road, Thrapston Northamptonshire NN14 4NF is authorised and regulated by the Financial Conduct Authority (FCA). Our FCA Firm Reference Number is 615253. Referred to as (“We, Us, Our). Our permitted business is as an insurance intermediary, arranging, dealing as an agent and assisting in the administration of general insurance contracts. You may check this on the FCA’s register by visiting the FCA website, http://www.fca.org.uk/register or by contacting the FCA on 0800 111 6768.

Our Service

We will advise and make a recommendation to you after we have taken details of and assessed your needs. Our recommendation will be based on a fair analysis of the market (if this is not the case, we will advise you), and quoted on the lowest premium for the cover you need. We will tell you if we recommend a policy for other reasons. Our service includes assisting you on your insurance needs, arranging your cover with insurers to meet your requirements and helping you with any ongoing changes you may make. You are responsible for deciding whether the policy meets your demands and needs.

It is your responsibility to read, understand and accept the statement of fact, quotation/schedule, policy wording and insurance product information document (IPID) sent to you via email, attachment, link or post, including any endorsements/special conditions/exclusions/special terms which are applied. You must supply accurate and full information, disclosing to us all circumstances material to the policy – you must not make any misrepresentations. If you have any queries/concerns or need to change any of the details on the documents, then contact us immediately on 01832-735388 or info@thehomeinsurer.co.uk as any inaccurate, incomplete, omitted, misunderstood or misleading information could lead to claims being refused or not paid in full.

It is your responsibility to provide an accurate rebuild value for your property. If your property is underinsured, then it could lead to claims being refused or not paid in full. For more information on underinsurance, click HERE.

At renewal, sums insured, endorsements/special conditions/exclusions/special terms and underwriting insurers may have changed/varied and you need to read all documents carefully to ensure the policy continues to meet your needs. You are responsible for deciding whether the policy meets your demands and needs.

We will not in any circumstances act as an insurer nor guarantee or warrant the solvency of any insurer. You understand that these Terms and Conditions, together with your proposal form, establish the basis of your contract with us, whom you have appointed as your independent intermediary. For our mutual protection telephone calls may be monitored or recorded. We undertake our activities in accordance with the Laws of England and Wales and any disputes will be governed by and construed in accordance with these Laws.

We are an independent insurance broker; no insurer has any holdings or voting rights in the firm. We represent customers and consumers and act on their behalf. We also act on behalf of insurers who may pay us commission for insurance sales. This can cause a conflict of interest; however we are committed to the FCA’s requirement that we act in the customer/consumers best interests and do not disadvantage your best interests according to your demands and needs. We have a written conflict of interest policy. Please be assured that at no time will the way in which we are remunerated conflict with our responsibilities to meet your needs and treat you fairly; and we will ensure your best interests are our priority. You can request details of our commission earned and we will disclose to you,

Products

For property insurance we select products from a range of providers based on fair analysis of the market. We will give you full details of the provider and ultimate underwriter during the quotation and sales stages.

Our panel of insurers includes: Ascot Underwriting, Certain Underwriters at Lloyds, Aviva, Fairmead Insurance Limited, Great Lakes Insurance SE, Chaucer Insurance Company, Canopius Managing Agents Ltd, Covea Insurance PLC, Channel Syndicate 2015 at Lloyds, Scor Managing Agency LTD, Accredited Insurance Europe, Axis Specialty Europe, AXA Insurance UK PLC, HSB Engineering Insurance Limited and Alwyn Insurance Company Limited.

Consumer Duty – Ensuring Good Customer Outcomes 

The Home Insurer is committed to delivering fair value policies that you can depend upon when needed, ensuring a good customer outcome in the event of a claim.

Our insurance policies are underwritten by Manufacturers such as Ascot Underwriting, Aviva, Fairmead, Covea Insurance PLC etc (see Products section above for full list). Managing General Agents we work with are also treated as Manufacturers and distribute products e.g. Prestige manufactures Aviva policies as a Managing General Agent. It is Manufacturers and Managing General Agents who produce the products and it is their responsibility to carry out fair value assessments. Value means the relationship between the overall price to the customer and the quality of the product provided. They also tell us the target market for the insurance product and provide all product information documentation. The Home Insurer delivers all information requested by the Manufacturers to assist in this fair value assessment.

To ensure good customer outcomes, The Home Insurer only works with reputable Manufacturers and Managing General Agents. We use the British Insurance Broker Association’s (BIBA) product value information exchange template to evaluate insurance products and Manufacturers. Using this information, we determine whether a product and manufacturer offers fair value to our clients and whether they can be depended on to act fairly and in our customer’s best interests if a claim is made. Providing all your disclosure is correct, then we would expect the policies we offer to be dependable in a claim situation subject to any endorsements, terms and exclusions noted on your specific policy.

Supporting this further, The Home Insurer records specific data on whether it determines the product offered to you is suitable and meets your needs, whether it is fair value and whether you have indicated any further assistance needed or understand all terms and policy conditions. We also operate a follow up protocol where we will call and try to speak with all clients (text or email if no voice contact possible) after the sale to confirm all documents have been received and understood, answering any queries or dealing with potential confusions or problems proactively to ensure accuracy and understanding; and therefore a good customer outcome if a claim is made.

Payment for our Services (Remuneration)

The Home Insurer will typically be paid a commission by the insurer for arranging your policy. You will be charged a fee when the policy commences, at renewal, when mid-term adjustments are made (including the replacement of lost certificates) and if you cancel the policy before the end of the term of the policy. The Home Insurer will typically receive a commission from the loan repayments if you opt for a direct debit loan to pay for your policy.

Charges for us handling your insurances are as follows: –

At quotation stage you will be informed of the total price to be paid, including any fees, taxes, and charges separately from the premium, before your insurance arrangements are concluded. Alternatively, this will be displayed in your welcome documentation if you have bought directly before receiving quotation documentation. Other taxes, costs or both may exist in respect of products and services that we offer which are not paid through or imposed by us. Please note that any refund of premium will only be credited upon receipt of same from your Insurance Company.

For return premiums, inclusive of cancellation return premiums, we repay commission on the refund to your insurer and this amount will be deducted from the final amount refunded to you.

Handling Client Money and/or Insurer Money

We will hold client money separate from our own money with an approved bank, segregated in a client bank account designated as subject to a statutory trust. We act as trustees of our clients’ monies and benefit from risk transfer with various insurers and co-mingling of funds with various insurers; and must meet certain legal and regulatory conditions. We may earn bank interest on the amounts deposited which is retained by us.

Provision of Cover

You should be aware that cover cannot be granted in the absence of premium payment, or part thereof. In the event of an initial payment not being authorised, cover may not be deemed to have been afforded in any way. It remains your responsibility therefore to ensure that sufficient funds are available so that cover may commence. We are unable to affect cover or make subsequent changes to any policies by email or fax; you must telephone and speak to an adviser.

Instalment Terms – Premium Finance

The Home Insurer is a credit broker. The Home Insurer is not a lender. That means we introduce you to a third party lender, in our case, we exclusively use Bexhill Finance. We do not charge a fee for arranging the introduction but may receive a commission from Bexhill Finance for providing the loan to you. Full details on the amount we receive will be provided upon written request.

You understand and agree that where you have selected to pay via a payment plan, the deposit paid represents cover that has been afforded to you and that the whole of the annual premium has been paid to the agreed insurance company by us and is financed by a third-party finance provider. You further understand that failure to make instalment payments, or failure to complete the finance agreement may ultimately lead to the cancellation of your policy. If the lender attempts to take a payment from your nominated account and it is rejected, then the lender will charge a £10 fee for requesting the funds a second time and £25 default fee.

Premium Finance is an ‘add on’ product. If you request Premium Finance, then it will cost more than paying upfront in one transaction. The interest we charge is a flat 10%; this comprises of 5.5% payment to the Premium Finance Company and 4.5% payment to us to cover administration costs. The equivalent APR will vary depending on the loan amount and is detailed within the finance documentation supplied when you apply for a loan. Payments will be requested monthly over 10-months. Your policy is for 12-months, so typically the full payment will be collected with 2-months remaining on the policy term. The Home Insurer uses a single Premium Finance provider – Associated Premium Funding Limited – arranged by Bexhill UK Ltd.

For help with debt management, please visit Help with debt – Citizens Advice.

Your Responsibilities

It is your responsibility to make sure you have supplied the correct information and have an appropriate policy to meet your needs. You are responsible for deciding whether the policy meets your demands and needs.

If your disclosure is incorrect, inaccurate or the policy does not meet your specific needs then any claim you make could be rejected.

You agree to provide all information and documentation that we require promptly and within the timescales dictated by the Insurance Company or Product Provider which is a maximum of 14 days. Failure to do so may lead to the commencement of cancellation procedures.

You should read all insurance documents issued to you and ensure that you are aware of the cover, limits and other terms that apply. Particular attention should be paid to any warranties and conditions as failure to comply with them could invalidate your policy.

Please note that if you have not made us aware of any particulars relevant to this risk, for example any previous claims, which subsequently come to light, the policy may be cancelled or void from inception or an additional premium may be required to continue cover. Should any particulars be omitted it could result in non-payment of any claim.

Upon receipt of your policy documentation a fourteen-day cooling-off period becomes effective. Should you find that the policy is unsuitable for your needs, you may cancel at any time within this period by informing us in writing and returning your documents. In addition to any charge made by your insurer for time on risk, a charge of £80.00 will be made by us for the administration of your policy at that point. No refund would be due if a claim has been made during this period.

You should inform us immediately of any changes in circumstances that may affect the services provided by us or the cover provided by your policy. If you are unsure about any matter, please contact us immediately for guidance.

Treating Customers Fairly Policy Statement  

Property Expert Limited (through brands “The Property Insurer” & “The Home Insurer”) provides a range of property-related insurance products and services to consumers and to small and medium size commercial firms. We recognise the need to ensure all customers receive a clear and simple explanation of our services and that they can be confident that we will treat them fairly at all times.  

To operate as an insurance intermediary, we are authorised and regulated by the Financial Conduct Authority (FCA) and as part of the Principles for Business, in their High-Level Standards, all regulated firms are obliged to:  

‘Pay due regard to the interests of their customers and treat them fairly’  

We are fully committed to meet this obligation and take the following approach:  As an insurance intermediary, we are focused on the importance of treating every customer fairly to build and maintain our reputation in the marketplace.  All communications with clients whether written or verbal must be in clear, simple terms (minimising the use of industry jargon) and, if written, presented in an easily read format.  We hold a number of insurance agencies to enable us to offer our customers the widest possible range of products to satisfy their insurance needs. We maintain a culture within our business to ensure customers are the primary focus of our service delivery and trust us to obtain the best possible cover levels, within budget, thus increasing the likelihood they will renew their policies with us. 

We focus on the 6 outcomes that the FCA requires us to deliver: 

In the event of a complaint, the guidelines provided to the customer and the company procedures for dealing with the complaint must conform to FCA requirements.  

We constantly monitor our ability to achieve these standards through: Ensuring that our efficiency and competence levels are of the highest standards and are reviewed on a regular basis.  

Senior Management undertakes regular monitoring of all areas of the business and analysis of the management information provided by the departmental managers in order to assess TCF performance and take on board any suggested changes and/or improvements.  All staff are kept updated on improvements or changes to our policy on TCF.  Periodic customer satisfaction surveys via Feefo and Google operate as direct consumer feedback for our service.  

Vulnerable Customer Policy 

The purpose of this policy is to ensure that the operations of Property Expert Limited, trading as The Home Insurer/The Property Insurer do not have any negative impact upon vulnerable customers. 

For the purposes of this policy, vulnerable customers are customers and prospective customers whose ability or circumstances require us to take extra precautions in the way that we sell and provide our services to ensure that they are not disadvantaged in any way. 

What is a vulnerable customer? 

The Financial Conduct Authority (FCA) defines a vulnerable customer as “someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.” 

The FCA expects firms like ourselves to treat customers fairly when we are dealing with people with vulnerable circumstances. 

Identifying a vulnerable customer 

If you believe you may fit the criteria for a vulnerable customer, please read this policy and notify us immediately of your particular needs. 

Vulnerability groups 

We recognise that certain groups of customers may be vulnerable. Whilst not all customers in these groups may be vulnerable, we will consider a customer’s individual circumstances where a potential vulnerability is identified. These groups may include, but are not restricted to: 

• Customers with communication difficulties (including learning difficulties and English not being their first language, dyslexia) 
• A customer with a reduction in physical or mental capacity 
• Customer with health issues – illness, whether physical or mental illness, severe or long term 
• A sudden diagnosis of serious illness to the customer or close family member 

• Personal circumstances of the customer – factors such as financial difficulties, bereavement, caring responsibilities or redundancy 
• The customers age particularly older and younger people. For example, a younger person may be considered inexperienced and the older person may be less technologically able 

As soon we think we may be engaging with a vulnerable customer, whether this is through our identification or you tell us you are vulnerable, we will: 

• Immediately make a record of this within the notes file and ensure we adhere to this policy 

• Add to the Vulnerable Customer Log and request a Director supervise the file and outcomes 
• If you are guessing or have little understanding of a policy or what is required, we will deem you as vulnerable 
• If identified as vulnerable we will give additional opportunities for you to ask questions about the information we have provided 
• We will continuously seek confirmation that you have understood the information that has been provided 
• We may ask if there is anybody with you who is able to assist. If not, and we believe this will be beneficial, we may decide to continue with the subject matter at another time when someone is available to assist you 

• Offer you the opportunity to complete the transaction after a period of further consideration 
• Vulnerable customers with hearing or speech impairments who wish to speak with us on the phone are encouraged to make use of the Royal National Institute for Deaf People’s (free to use) Relay Service. Further details can be found here: https://rnid.org.uk/information-and-support/technology-and-products/relay-uk/

If we can’t help you, we will try and make sure that you understand what alternative options are available that we are aware of. 

To register as a vulnerable customer 

E mail – info@thehomeinsurer.co.uk  

Phone – 01832-735388 

In Writing – The Home Insurer, Ground Floor, Thrapston House, Huntingdon Road, Thrapston, Northants, NN14 4NF. 

Cancellation of Insurances

You should make any request for the cancellation of a policy in writing and any relevant document such as Certificate of Insurance or Policy Schedule should be returned to us. In the event of cancellation, charges for our services will apply in accordance with our schedule of charges (see Remuneration section of these terms of business). The terms of your policy may allow insurers to retain the premium in full or to charge short-period premiums in the event of cancellation.

In the event that you do not return the necessary paperwork or default in paying any premiums due, for whatever reason, you understand that, subject to writing to you by recorded delivery, we reserve the right to cancel your policy and to recover any balance of monies due to us. If such action leaves a balance due this will remain payable by you; if such action leaves a credit this will be refunded to you.

If any balance or premium is not paid on demand we may appoint a debt collection agency to collect the outstanding balance on our behalf or take direct legal action, at which point a £50 charge will be immediately added to the debt. Any additional charges or costs incurred, including those of the agency, and any associated court costs will further be added to the debt.

If you do not exercise your cancellation, then your policy will continue. If there is more than one policy or you are no longer the owner of the property/liability, then this could be deemed as fraudulent in the event of any future claims.

Property Expert Limited Environmental, Social and Governance Policy 

Scope 

Property Expert Limited is committed to demonstrating, through its actions, its commitment to sustainable insurance, to ensure a positive impact on the people and communities that we support every day.  

We believe that focusing on good governance, responsible sourcing, mental wellbeing, diversity, equity & inclusion in the workplace and environmental footprint reduction is paramount to the effectiveness of our business.  

We will maintain an ESG policy which is reviewed regularly and updated as required. It will be communicated with stakeholders and available within our terms and conditions document for all suppliers, customers and regulators to review. 

As a minimum, we will conform to all the applicable legal and regulatory requirements in the UK. 

Environment  

We are committed to reducing the environmental impact resulting from our operations. For example, we aim to reduce our own carbon emissions however possible.  

Our key strategic environmental priorities are:  

• Identifying pathways to reduce carbon emissions in-line with the guidance from the UK government  
• Supporting green repairs and the circular economy  
• Reduce carbon footprint through use of electronic document delivery 
• Encourage the use of green technologies by staff – whether this is electric car use (charger available at work); the use of efficient computer/printer technology and printers within the office  

Social  

We are committed to having a strong, inclusive and collaborative working culture, whilst being an equal opportunity employer.  

Our employee handbook will provide guidance to our employees on the processes for tackling subjects like bribery and corruption, equal opportunities, flexible working, information security and professional conduct. We will also maintain a grievance procedure and whistleblowing procedure to safeguard our employees always.  

Our key strategic social priorities are:  

 Creating a diverse and inclusive workplace  

 Improving gender equity at all levels  

 Supporting staff, fostering a safe and healthy work environment.  

 We are a Disability Confident Employer 

 We maintain a Diversity and Inclusion Mission Statement 

 To maintain policies that allow the sustainable growth of the business and its staff 

 To maintain policies that promote the best outcomes for clients, as required by the regulator under its Consumer Duty work.  

Governance  

Governance defines a set of rules and good practices, along with a series of processes that determine how Property Expert Limited is managed and controlled.  

We are committed to delivering the best outcomes possible for our clients. We will continue to put our clients first and will act with integrity and transparency in the interests of our clients and stakeholders. It’s worth noting that as a regulated business we must meet as a minimum standard the regulator requirements and work to achieve this at all times  

Our key strategic governance priorities are:  

• Ensuring effective engagement and support for clients  
• Responsible sourcing and consumption, including working with suppliers to demonstrate compliance to our aims and targets  
• Monitoring and anticipating ESG and industry risks to feed into our governance processes.

Complaints Procedure

We work hard to try and deliver the very best service and appropriate insurance products to meet your needs. If you wish to make a complaint, please do so in writing to the below address or email:

The Home Insurer
Ground Floor
Thrapston House
Huntingdon Road
Thrapston
Northants
NN14 4XP
jason@thehomeinsurer.co.uk

If you wish to speak with us about a complaint, please call on 01832-735388.

You can expect from us: 

1: We will respond within 2 working days once a complaint has been received, to acknowledge the complaint. 

2: We will provide a full response with our resolution within 8-weeks of initial complaint receipt. 

3: We will communicate with you throughout the complaint process to ensure you are aware of what is happening. 

If following our review of your complaint, you remain dissatisfied with the response that you receive from us, you may if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.

The FOS’s contact details are as follows:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Telephone: +44 (0)300 123 9 123
Website: www.financial-ombudsman.org.uk

You May Be Protected By The Financial Services Compensation Scheme (FSCS)

The Financial Services Compensation Scheme (FSCS) doesn’t apply to claims made in connection with consumer credit activities other than certain debt management business. However, claims made in connection with other regulated activities that this firm has permissions for may be covered by the Financial Services Compensation Scheme.

If this firm has failed, you should contact the Financial Services Compensation Scheme  to find out if it can help.

Data Protection & Confidentiality

All personal information is treated by us as confidential and is processed in accordance with the relevant legislation. We will not use or disclose personal information without your consent, other than in the normal course of arranging and administering your insurances which may include credit checking via our appointed finance company, except where we are compelled by law (including by regulators or law enforcement agencies) to disclose such information. In such instances personal information held by us may be disclosed on a confidential basis, and in accordance with the Data Protection Act 1998, to such third parties. We cannot confirm the data protection and confidentiality policies for each insurer or other companies we may use.

Privacy Notice

Data Protection – Privacy Notice

Introduction

We recognise our responsibility to treat your personal information with care and to comply with all relevant legislation, in particular the Data Protection Act 2018 and the UK General Data Protection Regulation (GDPR) which we refer to as the “legislation” in this document.  This notice covers our requirement to provide you with information on how and why we use your personal data and of your rights under the legislation.

Data Controller

We have provided you with a quotation and/or administer your insurance policy and are classed as the “data controller” which means we process your data. The contact details are shown at the foot of this notice.  Your data may be passed to other parties, including Insurers, for the purposes of arranging your insurance. These parties could also be data controllers and where necessary will issue their own Data Protection Privacy Notices.

Personal Information

We will use personal information about you mainly to: –

– Provide you with a quotation from Insurers;
– Arrange and administer your policy if you buy one through us;
– Arrange Premium Finance/Consumer credit if required;
– Inform you about our products and services;
– Statistical analysis.

Some of the personal information we ask you to provide may be sensitive (special category) as defined in the legislation, e.g., you may have to give us information about your medical history, criminal convictions and driving offences. We are allowed under the legislation to collect such information for specified “insurance purposes” without your specific consent but it will only be used for the purposes set out above.  If you give us information about another person, in doing so you confirm that they have given you permission to provide it to us and that we may use their personal data in the same way as your own as set out in this notice.

Legal Basis for processing your Personal Information

We are required to have a lawful basis (as defined in the legislation) in order to process your personal data and the relevant bases which we use are show in the table below.

Marketing

We may contact you by email, text, telephone, mail or other agreed means to keep you up to date about our products and services.  The legislation allows us to do this in our own commercial interests for certain communications with previous customers. In other circumstances we can only do so with your explicit consent. In all cases you can opt out from receiving such communications at any time.

Disclosure of your Personal Information

As a necessary part of providing, you with the services described above we may need to disclose your personal data to other third parties. These include Premium Finance companies, Computer bureaux/Software Houses, Insurers, other Insurance Intermediaries, Insurance Industry databases, Government databases, Credit agencies, Regulatory authorities and the Police/other law enforcement bodies and this will be to assist with fraud prevention and detection.

Retention Period

Your data will not be retained for longer than is necessary and will be managed in accordance with our data retention policy. In most cases the period will be for a maximum of 7 years following the expiry of an insurance contract unless we are required to retain the data for a longer period due to business, legal or regulatory requirements.

International transfers of data

We may transfer your personal data to destinations outside the European Economic Area (EEA). Where we do, we will ensure that it is treated securely and in accordance with the legislation.

Your Rights

Under the legislation you have the following rights in relation to our processing of your personal data:

1. The right to be informed about how we use your personal data (This Privacy Notice);
2. The right to see a copy of the personal information we hold about you. (In most cases this will be free of charge);
3. The right to have personal information rectified if inaccurate or incomplete;
4. The right of erasure of your personal information where there is no compelling reason for its continued processing;
5. The right to restrict processing in certain circumstances, e.g., if its accuracy is being contested;
6. The right to data portability which, subject to certain conditions, allows you to obtain and reuse your personal data across different services;
7. The right to object to certain processing including for the purposes of direct marketing;
8. Rights to information in relation to automated decision making and profiling.

Complaints/Contact us

If you have a complaint about how we use your personal information, please contact us at the address below. You also have the right to lodge a complaint with the Information Commissioner’s office at any time.

For further information on this Privacy Notice, to access your personal information or to exercise any of your other rights, please contact The Data Protection Officer, The Home Insurer at Ground Floor, Thrapston House, Huntingdon Road, Thrapston, Northants, NN14 4NF and at email address jason@thehomeinsurer.co.uk and at telephone number 01832.735388.

Our terms of business are subject to English law.