Terms and conditions

By asking a series of questions we aim to identify your insurance demands and needs and provide you with quotes from our panel of insurers. We also provide you with the information you need to make an informed decision when buying any of the products and services that we offer.

We do not offer advice or make recommendations about which of our products and services will be the most suitable for your needs. You need to make your own choice about what to buy. If you are unsure, we suggest that you ask for advice from an independent insurance adviser, who should be able to help you make the right decision.

We work with a number of carefully chosen third parties to offer you the products and services that you can buy on our website or over the phone. The full list of these is available at www.policyexpert.co.uk/trusted-partners/

We work as an intermediary to represent the insurers on our panel to offer and sell insurance products, and we have the authority to sell insurance policies on their behalf. We act on behalf of a panel of insurers to provide quotes, issue policies, collect premiums and manage claims.

We have the right to add more insurers or change existing insurers, as we see fit, to make sure we maintain the high standards we aim for in offering and providing you with insurance cover.

There is more information on the insurers who are underwriting (providing) your policy in the policy wording or product summary documents. Policy documents are available on our website.

If you would like us to send you paper copies of your insurance documents by standard class post, these are available free of charge. If you require a special mailing of insurance documents (for example guaranteed next day delivery), you will need to pay any additional postage costs we incur. All documents are available free of charge on our website.

These terms and conditions set out the rights and responsibilities that apply to the two-year fixed-premium offer (the offer) and form part of your home insurance policy conditions. Important phrases that have a separate definition are described below and will be highlighted in bold.

Please note that as of 14th April 2021, the two-year fixed-premium will no longer be offered at point of new business or renewal. If you have already purchased a policy which includes the two-year fixed-premium, you will continue to benefit from this offer until it expires. This is based upon the terms and conditions of the offer, which are displayed below.

Some definitions

Insurance premium:

The amount you are charged each year for your home insurance before Insurance Premium Tax (IPT) is applied.

This does not include any interest charges that will apply if you choose to pay for your insurance in monthly payments.

It also does not include the cost of any optional extras such as Home Emergency Cover and Legal Expenses Cover.

Participating insurer:

This means any insurer who is taking part in the offer. You can find who this is by looking at our website when you receive a quote. If you buy a policy over the phone, we will tell you who this is. After buying a policy, you can also find the insurer's details in your policy schedule document.

The rules:

The offer, which fixes your annual premium, will apply from the start date of your home insurance policy and will last for two years in a row (the offer period).

The following conditions apply during the offer period:

• The details you provide for the first period of insurance must not change.
• You must not make any claims.
• The participating insurer must still want to provide home insurance for your address throughout the offer period.

As this is a yearly policy, the policy wording and cover levels may change from one year to the next. We will tell you before you renew if there have been any cover changes.

What happens if I need to make a change to my details or cover levels?

You must tell us about any change in your circumstances (based on the answers you gave to our questions).

If you make a change during the offer period, your insurance premium will not be fixed for the rest of the offer period and your insurer's normal underwriting rules will apply. You may still be able to buy other competitive insurance from any insurers on our panel that will provide cover for you.

What happens if I make a claim?

If, during the offer period, we find out that you have made any claims, whether these were successful or not, the offer will come to an end on your next renewal date. Your premium will no longer be fixed.

We will offer you renewal terms using insurer's normal underwriting rules, taking account of any offers that are available at that time.

What happens at renewal?

At the end of the first insurance period during the offer period, if you are still eligible for the offer we will send you a renewal invitation which will include the offer premium.

If you are not eligible for the offer on the renewal date, we will remind you that your policy is due for renewal. We may be able to provide you with quotes from other insurers on our panel.

Can my insurer make any changes?

Yes. Our insurers regularly review their cover levels and the types of risk they insure. This could affect the policy cover the offer applies to.

We will tell you before you renew your policy if there have been any changes.

We can withdraw the offer at any time.

If we withdraw the offer, but we provided a quotation before withdrawing it, the offer will still apply.

Making a change to your policy

Please call us immediately if there are any changes to the information set out in the following documents:

• Your schedule documents
• Your 'Questions and Answers' document (if you have a home insurance policy)
• Your ‘Statement of Fact' document (if you have a motor insurance policy)

We will use the new details to amend your answers and we will confirm the quotations generated by our panel of insurers.

If you want to amend your motor policy and your current insurer accepts this, your premium will be adjusted to reflect this quote. If you pay monthly, your monthly amounts will be adjusted.

For all other cases, when you accept a quotation a new policy will be begin. If you pay in full, payment will be due immediately.

If you choose to pay monthly and the finance provider accepts, you may need to pay a deposit immediately (by debit card or credit card). The finance provider will provide a loan for the remaining balance, payable by you in a series of monthly payments. Changes in your circumstances may result in us not being able to offer you cover and your current policy may be cancelled.

See below 'Our refund policy'

How to cancel your policy

You can cancel any policy at any time during the policy term, please contact us:

For home insurance

home@policyexpert.co.uk

or call us on 0330 0600 601

or write to:

Customer Relations,

Policy Expert Home,

Silbury Court West,

352-390 Silbury Boulevard,

Milton Keynes,

MK9 2AF

For motor insurance

motor@policyexpert.co.uk

or call us on 0330 0600 602

or write to:

Customer Service,

Policy Expert Motor,

2 Parklands Avenue,

Maxim 3,

Eurocentral,

Motherwell,

ML1 4WQ

There is a cooling-off period for you to check that the policy you have bought meets your needs.

If we provide you with electronic access to your policy documents, this is the first 14 days from the date you purchase the policy.

If we do not provide you with electronic access to your documents, the cooling-off period is 14 days from the date the policy documents are delivered to your correspondence address.

If you cancel your policy in the 'cooling off' period, we may charge you a cancellation fee. Please refer to our fee table below

After the 'cooling off' period, if you cancel a policy, you will have to pay a cancellation fee as set out in the table below

Any optional extra policies you have bought will also be cancelled on the same date as the main policy is cancelled. If cancellation is within the 'cooling off' period, the optional extra policies will be refunded in full. If the cancellation is after the 'cooling off' period, the optional extras will be charged in full.

Our refund policy

If you cancel a policy and have not made a claim, we will refund you an amount of premium for the period from the cancellation date to the policy expiry date.

If you have made a claim under your policy, or a claim has been made against you by a third party before you cancel then:

• if you have paid in full you will not receive a refund
• if you are paying by direct-debit the full annual premium is due and you will be required to pay any outstanding balance on the instalment agreement.

If you have paid in full by card, we will pay refunds back to the original debit card or credit card you used to buy the policy. If this is not possible (for example, if your card has expired) we will either arrange to send the refund via bank transfer or in some limited cases by cheque. Cheque refunds may take up to 14 days to be processed.

If you pay monthly, we will cancel your direct debit.

If a direct-debit payment is due from you within five days of the date you request to cancel, it may not be possible to stop that payment. If so, we will only be able to inform you of an approximate refund amount and will process the cancellation once the payment has completed.

If you have chosen to pay by direct debit your effective date of policy cancellation will be the last date of paid cover, or the cancellation date you request, whichever date is the earliest.

Our right to cancel your policy

We have the right to cancel any policy at any time if there is a valid reason for doing so (for example, if you haven't given us the correct information). We will give you at least 7 days' notice in writing to the email address you have provided before cancelling any policy. If you have not provided us with an email address then we will send this notification by post to the correspondence address you have provided. If fraud has been proven, we do not have to give you notice and can cancel the policy immediately.

Our employees are not paid a sales commission, but instead receive a basic salary for selling insurance policies. In addition they are offered bonus payments and non- monetary benefits for meeting a range of targets that are measured using a balanced scorecard, that includes quality of service and personal conduct.

The information, services and products on our website www.policyexpert.co.uk are intended for people who live in the UK, the Channel Islands and the Isle of Man only. They are not meant for people living anywhere else.

Our website is designed to be accessed through its main product home pages and other pages, as we decide. If you access the site through individual pages direct, you may not see important information which you will need to fully understand the products and services we are offering.

Before buying any product or service, we will refer you to certain site pages which contain details of the relevant product or service and important legal or regulatory information, such as the terms and conditions of your purchase. It is your responsibility to read these pages.

We have the right to change the contents of our website, including these terms and conditions, at any time and without giving you notice.

We have taken all reasonable steps to make sure the information we provide on our website or elsewhere is accurate and complete. However, we do not guarantee that this is the case. Except as set out in these terms and conditions, all guarantees, conditions and other terms implied by law are, as far as this is allowed by law, excluded from your contract with us.

We accept no liability for any losses or damages (whether direct, indirect, special or otherwise) arising out of mistakes in (or details that are missing from) the information we provide on our website or elsewhere. We also do not guarantee that our website and services will never be interrupted. We will not be liable for any losses or damages which arise as a result of these being unavailable. Also, we are not liable for losses or damages which arise out of changes unauthorised third parties make to our website.

We aim to correct any mistakes as soon as possible. However, there may sometimes be an error in the price or type of product or service shown. If this happens we have the right to cancel any contract we have entered into with you and we will offer you a full refund.

When you access and use our website you do so at your own risk. We do not guarantee that using our website or downloading any material from it will not cause damage to any property (this includes loss of data or computer virus).

Nothing in these terms and conditions will exclude, limit or restrict our duties and liabilities to you under the Financial Services and Markets Act 2000, or any conduct of business rules which we must keep to. Also, nothing in these terms and conditions will exclude liability for death or personal injury, or for fraud.

Our website contains links to other websites which are hosted and maintained by third parties. We have no control over the content or security of any such site. If you use these links or access the other websites, you do so at your own risk, and we make no guarantees regarding the content of those websites. We are not liable for any loss or damage which arises as a result of using any other website.