Terms of Business for Clients

Terms of Business

Applying to General Insurance customers – You should carefully read these Terms that apply to our appointment by you and the services we will provide.

Company Contact Details
Insure My Alpaca® is a trading style of H&H Insurance Brokers Ltd Borderway, Rosehill, Carlisle, CA1 2RS
Telephone: 01228406290   Email: [email protected]

H&H Insurance Brokers Ltd is authorised and regulated by the Financial Conduct Authority.  Our Firm Reference Number (FRN) is 305809. You can check this on the Financial Services Register by visiting the FCA’s website www.fca.org.uk or by telephoning the FCA on 0800 111 6768

H&H Insurance Brokers Ltd, (HHIB) is an independent insurance intermediary.

Our Service

We offer a wide range of insurance products and have access to leading insurers in the marketplace. The advice given by the firm is on a personal recommendation based on a fair and personal analysis of the market, however for some types of insurance we deal predominantly with a single or limited number of insurers which we have selected as offering value for money and quality service. In circumstances which the firm does not give a personal recommendation on the basis of a fair and personal analysis, we will provide you with the name of the insurers which the firm may and does conduct business with. We will give you details of these arrangements before you make any commitment on any product we offer you.  We will explain the main features of the products cover and benefits, any unusual restrictions or exclusions, any significant conditions or obligations and the period of cover. We will make a recommendation for you after we have assessed your needs, or advise you if we are unable to place your insurance.  In some circumstances we provide information only and do not therefore make a personal recommendation.  The documentation we provide will make it clear whether the sale is provided on an advised or non-advised basis.  We will also make clear in our documentation prior to conclusion of the contract areas where we are acting as agent for the customer, the insurer or both.

Important Information (Consumer Customers Only)

Under the Consumer Insurance (Disclosure and Representation) Act 2012 it is your duty as a consumer to take reasonable care not to make a misrepresentation to an insurer.  Under the act, a consumer is defined as an individual who enters into an insurance contract wholly or mainly for purposes unrelated to the individual’s trade, business or profession.  A failure by the consumer to comply with the insurers request to confirm or amend particulars previously given is capable of being a misrepresentation for the purpose of this act.  It is important that you ensure all statements you make on proposal forms, claim forms and other documents are full and accurate and we recommend that you keep a copy of all correspondence in relation to the arrangement of your insurance.  Under the act an insurer has a remedy against a consumer in respect of qualifying misrepresentations in breach of the consumers’ duty of reasonable care where the insurer deems the misrepresentation to be either deliberate, reckless or careless.

Sums Insured

In the event of a claim, none of us want to find out that our property or liabilities have not been insured for the correct amounts or covered sufficiently.  It is your responsibility to ensure that your sums insured and amounts of cover represent the full extent of the risks to be covered. We strongly recommend that you review your Sums Insured on a regular basis and make any necessary adjustments.  If sums insured or levels of cover are not sufficient, claims may not be paid in full.

If in doubt about any point in relation to your duty to take reasonable care and subsequent qualifying misrepresentations please contact us immediately.

The duty of fair presentation (non-consumer customers only)
It is your responsibility to provide a fair presentation of the insurance risk based on you conducting a reasonable search for information. This could require you to obtain information from senior managers within your organisation or other parties to which the insurance relates or who carry out outsource functions for your business.  You must disclose every material circumstance which you know or ought to know, or failing that, disclose sufficient information to put your insurer on notice that it needs to make further enquiries.   You must ensure that any information you provide is correct to the best of your knowledge and representations that you make in expectation or belief 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 from inception of the policy or any claim payment being proportionately reduced.  In some cases, this could result in your policy being declared void by an insurer and your premiums returned.  Any deliberate or reckless breach of the duty of fair presentation could result in your policy being declared void by an insurer with no refund of premium

If in doubt about any point in relation to material circumstances and reasonable search please contact us immediately.

Financial Crime

Please be aware that current UK money laundering regulations require us to obtain adequate ‘Know Your Client’ information about you. We are also required to cross check you against the HM Financial Sanctions List as part of the information gathering process.

We are obliged to report to the National Crime Agency and/or Serious Fraud Office any evidence or suspicion of financial crime at the first opportunity and we are prohibited from disclosing any such report.  We will not permit our employees or other persons engaged by them to be either influenced or influence others in respect of undue payments or privileges from or to insurers or clients.

Solvency of Insurers

We cannot guarantee the solvency of any insurer with which we place business. This means that you may still be liable for any premium due and not be able to recover the premium paid, whether in full or in part, should an insurer become insolvent.

Terms of Payment

Our payment terms are as follows (unless specifically agreed by us in writing to the contrary):

  • New policies: immediate payment on or before the inception date of the policy
  • Alterations to existing policies: immediate payment on or before the effective date of the change
  • Renewals: due in full before the renewal date

If payment is not received from you in accordance with the above terms, we, or your insurer may be forced to cancel or lapse the relevant policy/policies, which could mean that part or all of a claim may not be paid.  You may also be in breach of legally required insurance cover.

When renewal is invited and the policy is paid by monthly direct debit, we will issue a notice to you. To ensure you are not left without cover, the absence of a response to this notice will be deemed as your consent to cover being renewed automatically.

Any payment we receive from you will be held by The Broker Network Limited, which pays insurers on our behalf, in a Non-Statutory Client Trust Bank Account held with HSBC. In some cases, the payment we receive will be held on behalf of the provider with whom we arrange your policy as their agent.  This means that any payment you make to us will be regarded as having been paid to the provider.  This is known as risk transfer.

By operating a Non-Statutory Trust, The Broker Network Limited is permitted to, and may use such monies to cross fund client’s premiums and claims. By instructing us to place insurance on your behalf you give your informed consent to these Client Money procedures.   If there are any matters which you do not understand, or do not accept, you should discuss them with us before proceeding.  We may pass the money you pay us to another intermediary. We will only do this where it is a necessary part of the process of arranging cover for you. Where this includes intermediaries outside the UK, the legal and regulatory regime may be different from that of the UK.  In the event of the intermediary failing, money may be treated differently than if it was held by an intermediary in the UK. You may notify us if you do not wish your money to be passed to a person in a particular jurisdiction. No interest will be payable to customers in respect of the client account.  Any interest earned will remain in the ownership of The Broker Network Limited.

Notification of Incidents/Claims

It is essential to notify us immediately of all incidents that may result in a claim against your insurance policy. You must do so whether you believe you are liable or not.  Any letter or claim received by you must be passed to us immediately, without acknowledgement.  Only by providing prompt notification of incidents can your insurance company take steps to protect your interests.  Your policy summary and/or policy document will provide you with details on who to contact to make a claim.  Claims payment will be made in favour of you. If you require a payment to be made to a third party then you must confirm the required payee name and details and provide a brief explanation for your request.  Please contact us for guidance on claiming under your policy.

Cancellation

Your policy document will detail your rights to cancel your insurance once you have taken it out. Depending on the type of policy you have purchased, you may be entitled to cancel within 14 or 30 days of either conclusion of the contract or receiving your policy documentation, whichever occurs later.  This is often referred to as a cooling off period. Where you cancel a policy before renewal you will be responsible for paying a charge to meet the cost of cover provided and administration expenses. Please see the ‘Refunds’ section. To enable your insurer to process the cancellation, you will need to return certificates and any official documents to our office within 30 days of your notice to cancel.

Remuneration

In good time before the conclusion of the initial contract of insurance and if necessary, on its amendment or a renewal the firm will advise you:

(a) On the nature/type of remuneration the firm received in relation to the contract of insurance

(b) In relation to the contract of insurance the basis/source of the remuneration

(c) The basis of a combination of any type of remuneration set out below:

  1. A fee that is remuneration paid directly by you to the firm or;
  2. A commission of any kind that is a remuneration included in the premium or;
  3. Any other type of remuneration including an economic benefit of any kind offered or given in connection with the contract.

You are entitled, at any time, to request further information regarding the amount of any commission which we may have received as a result of placing or renewing your insurance cover.  We take any commission once we receive your payment as cleared funds and prior to payment of the premium to the insurer. We may occasionally receive additional remuneration from certain insurers for insurance policies we place with them, finance providers, claims management services and others. Please ask us should you require further information.  Where you choose to pay your premium by instalments, we may use a scheme operated by your insurer, or we may use a single Finance Provider, and we may receive a commission for introducing you to them. The firm will advise the customer of any commission payable by the lender in relation to  a credit agreement where knowledge of the existence or amount of commission could affect the impartiality of the firm in recommending a particular product or have a material impact on the customers transactional decision.

Refunds

Where a policy is cancelled before renewal, insurers charge to cover their costs, with the balance refunded to you, subject to no claim having been made. Full details will be available in your policy.  In the event of an adjustment giving rise to a return of premium the amount may be refunded or held to credit.

Your attention is specifically drawn to the following:  Where you cancel your policy after the expiry of the cooling off period or where you request a mid-term adjustment which results in a refund of premium, we reserve the right to charge you for our time and costs.  This will usually result in us reducing the amount refunded to you by the FULL amount of the commission and fees we would have received had you not cancelled.  The reason for this is that the majority of our costs are incurred either in initially finding and setting up your policy or in the annual renewal process when we might check the ongoing suitability of the cover the policy offers.  These costs are recovered through the commission we earn. If you cancel, this does not give us an opportunity to recover the costs we incurred and would often result in us making a loss.  However, any charge made will not exceed the cost of the commission and fees we would have earned.  For certain commercial insurance policies, insurers will only provide cover where the premium is due in full on inception of the policy. This means that no refund will be paid if the policy is cancelled before renewal. We will advise you if this affects you. In view of the cost involved in making changes to your policy, we will not issue refunds of less than £10.