Terms and conditions

Policy Expert is committed to the highest standard of service to our customers. Our dealings with you should always be clear and easy to understand

Careers with us


Welcome to the Policy Expert Terms and Conditions (T&Cs). These Terms and Conditions form the basis of the contract between you (the customer) and us (Policy Expert), so it is important you read them carefully, within 14 days of any transaction.

  • who we are and how to contact us
  • what services we provide including any fees and charges
  • how we use the information you give us

You should use the information provided here to decide if our services are right for you.

You should also read our Privacy Policy at http://www.policyexpert.co.uk/privacy-policy which outlines how we use any personal information which you provide. By communicating with us or using our services whether on our website, by telephone, email, social media or in writing you agree to be legally bound by both these T&Cs and our Privacy Policy.

Please note: in these T&Cs, “our”, “we” and “us” refer to Policy Expert. Policy Expert is a trading name of QMetric Group Limited, which is authorised and regulated by the Financial Conduct Authority (FCA). FCA registered number: 529506. Visit http://www.fca.org.uk for more information. The FCA is the independent body that regulates financial services. QMetric’s permitted activities are for insurance services only.

The registered company address of QMetric Group Limited is: 32-38 Dukes Place, London, EC3A 7LP and its company registration number is: 07151701, registered in England and Wales.

We reserve the right to amend these T&Cs from time to time by amending this page without notice. Please email any queries regarding T&Cs to ask@policyexpert.co.uk or call us on 0330 0600 600.

Our service to you

By asking a series of questions we endeavour to identify your insurance needs and provide you with the most appropriate quotes from our panel of insurers. In addition, we also provide you with the information necessary to enable you to make an informed decision when buying any of the products and services that we offer.

Please note that our main business is to offer the most appropriate quotes based on the information you have provided. We do not offer advice or make recommendations about which of our products and services will be most suitable to your needs. You need to make your own choice about how to proceed. If you are unsure then we suggest that you seek advice from an independent insurance adviser who will be able to help you make the right decision.

Policy Expert works with a number of carefully chosen third parties to offer you the products and services that can be purchased on our website or over the telephone. We represent the insurers on our panel to offer and sell insurance products and they have delegated authority to us in relation to the provision of insurance policies. We reserve the right to add additional third parties or change existing parties as we see fit, in order to ensure we maintain the high standards we aim for in offering and providing you with an insurance policy.

Further information on the insurers underwriting your policy are described within the Policy Wording or Key Facts documents. Sample policy documents are available on the Policy Expert website.

Contact permissions

We reserve the right to contact customers who have submitted an enquiry on the www.policyexpert.co.uk website or clicked through from a comparison website. If you wish to opt out of being contacted please email optout@policyexpert.co.uk. Please note it can take up to 72 business hours for your request to be processed.

Administration process and our charges

How to cancel your policy

You may cancel any policy at any time during the policy term. Any refund due will depend on when you cancel and whether you have made a claim.

There is a “cooling off” period for you to check that the policy you have purchased meets your needs. This is the first 14 days from the date of purchase if we provide you with electronic access to your policy documents. If we do not provide you with electronic access to your documents then this period is the first 14 days from the date you receive the policy documents in the post.

If you cancel you may be charged a cancellation fee and will receive a refund of premium according to the terms of your Policy Wording document. If you have set up a Direct Debit it will be cancelled and any refund that you are due will be made. Please note if a Direct Debit payment is due from you within 5 days of cancellation it may not be possible to stop that payment, but this Direct Debit payment will be taken into consideration when calculating any refund that you are due.

Refunds will only be made back on to the original debit or credit card used in the policy purchase. If this is not possible (for example if your card has expired) we will send you a cheque. Credit or debit card refunds will complete within 3-5 working days. Cheque refunds may take up to 28 days to process.

If you have made a claim under your policy there will be no refund available.

If you have paid by Direct Debit, have made a claim and are not eligible for a refund then the cost of the unpaid Direct Debits may be deducted from any claim amount paid, or alternatively you may need to pay the outstanding amount of your annual premium.

If you have opted to pay by Direct Debit and are in default on your monthly payments and your policy is cancelled then the effective date of policy cancellation will be the last date of paid cover, or the cancellation date you request - whichever date is the earliest. If you default on the first monthly payment and no deposit has been taken then the policy will be cancelled from the start.

If you wish to cancel your policy you need to contact us either:

  • by email to ask@policyexpert.co.uk or
  • by post to Customer Relations, Policy Expert, 352-390 Silbury Court West, Silbury Boulevard, Milton Keynes, MK9 2AF
  • by calling us on 0330 0600 600

Your feedback is essential to helping us provide the best products and services to our customers. Therefore if you are happy to, please include any comments alongside your cancellation request.

Although this rarely happens, Policy Expert reserves the right to cancel any policy for any reason, including on behalf of your Insurer. Unless specified otherwise we will give you a minimum of 14 days’ notice in writing to the address which you have provided to us prior to cancelling any policy. In cases where fraud has been proven, we may cancel the policy with immediate effect.

Our charges

We don’t charge you any administration fees for:

  • Buying your policy over the phone
  • Paying by debit or credit card
  • Making a change to your policy after you’ve purchased, e.g. to change cover levels, add a joint policyholder. Note: you’ll need to pay any difference in premium and the insurer may charge a fee for such changes
  • Renewing your policy

We do charge the following fees:

  • £25 cancellation fee if you cancel your policy after the “cooling off” period
  • £10 to cover our costs if you request access to any personal data which we and our third parties hold about you (for example, telephone call recordings)

Insurers may charge you the following fees:

  • A fee to make a change to your policy after you’ve purchased
  • A fee if you cancel you policy

Insurer fees will vary by insurer and are detailed in each insurer’s Policy Wording document.

Premium Financing

Policy Expert is registered with the Financial Conduct Authority as a Credit Broker and if you choose to pay your insurance premium by monthly payments then we will act as your agent in helping you arrange finance with a lender. We will not charge you fees or interest for this service but we will receive a commission from the lender. In addition to the interest on the monies lent, the lender will charge you additional charges which will be detailed in their agreement with you and will be payable if any of these events occur:

  • Up to £10 if you do not sign and return the loan agreement within 28 days
  • Up to £5 if you call the lender direct to change the date of your monthly payments (if you call us instead we can arrange this without charge)
  • Up to £30 if you default on the monthly payments

If you default on any monthly payment then:

  • you will not be able to make a claim if your period of paid cover has run out
  • your credit rating might be affected
  • your credit agreement might be cancelled. If this happened you would need to pay for your insurance in one payment and Policy Expert reserve the right to cancel the policy

How to renew your policy

During the month before your policy is due to expire we will let you know by phone, letter or email if we are able to continue offering you insurance.

If you are offered a renewal of your current policy, we are able to arrange this using the bank and/or payment card details that were used to pay for your previous policy. We refer to this as ‘automatic renewal’. We will always notify you as to whether or not we intend to renew your cover automatically. This does not affect your right to cancel in line with our cancellation policy.

Some days prior to automatically renewing a policy, Policy Expert will pre-authorise the credit card that you used to purchase your previous policy with £2. This pre-authorisation transaction does not transfer any money to Policy Expert, instead this amount is temporarily deducted from your available card credit. After a few days (depending on your bank) this reserved amount is released and available again to your card.

If you don’t want your cover to automatically renew and you wish to opt out of this annual continuous payment process simply contact us before your renewal date to end your continuous payment.

If we determine your card details have changed then we will ask our payment service provider, to request your new card details from your debit or credit card provider.

These are standard procedures in the insurance and financial services industry which we do to check that your method of payment is still valid and to give us time to contact you if there is a problem – all to ensure that your insurance will be automatically renewed in time and provide you with continuous cover.

The insurer for your policy does not guarantee to renew your policy. If it does not offer to do so, we will endeavour to find you alternative cover with another insurer on our panel. If no other insurer on our panel is able to offer you cover we will aim to give you a minimum of 14 days’ notice prior to the expiry of your existing policy.

If your policy is not renewed then it will expire and you will no longer be covered.

What we need from you

We rely on the information you give us in deciding whether or not offer you an insurance quotation. You must take reasonable care to provide complete and accurate answers to the questions we ask when you take out, make changes to and renew your policy. If the information provided by you is not complete and accurate we may cancel your policy, refuse to pay any claim, partially pay a claim, alter the extent of your cover or treat your policy as though it never existed. In addition, your details may be added to the national Insurance Fraud Register.

You must notify us of any change (based on the answers to the questions you gave us) in your circumstances which occurs before or during the period of insurance.

We may, from time to time, need to inform you of changes to services offered by Policy Expert and it is important that we have your up-to-date contact and correspondence details. If you change your telephone number, postal address or email address please contact us by:

For certain types of insurance we may need you to provide us with documented proof of various aspects of your previous insurance and/or ownership of various items.

If we make such a request, we require you to send it to us within a certain number of days; otherwise it may invalidate your insurance policy. We will always tell you at the time of purchase which documents you may need to provide to us, how to send them and by when they need to be with us.

Proof of No Claims Discount (NCD)

What NCD proof is required?

If you take out a motor insurance policy with us you must provide evidence of your NCD as requested.

Your proof of NCD is usually contained within the renewal invitation or cancellation letter from your most recent insurer. We only accept proof from UK insurers and written in English. For Motor insurance, this has to relate to NCD earned within the UK on a private car insurance policy.

The document detailing your NCD must show:

  • the number of years NCD you’ve earned
  • the expiry date of your last insurance policy and
  • any claims you have made

We are unable to accept the following as proof of NCD:

  • information relating to a policy which expired over two years ago
  • certificates of insurance
  • insurance quotations
  • documents produced by a non-UK insurer

If there has been a gap since your previous motor insurance expired, we will require a short covering letter giving the reason for the break in cover. We will not accept the same NCD on more than one policy at the same time.

If you have any difficulty in obtaining this proof, please call us on 0330 0600 600.

As we cannot return your evidence of NCD once it has been used for your policy with us, we recommend that you provide us with a copy of your NCD, not the original document.

NCD earned on Company Cars

Our insurers do not currently offer NCD earned from driving a Company Car.

What happens if I don’t provide proof of NCD

If we do not receive this proof within 21 days from the purchase date of the policy which matches the NCD years you have told us about, we reserve the right to take either of the following actions based on the individual insurer rules which apply to your policy:

  • automatically take any additional premium based on a lower NCD from the payment card with which the policy was purchased.
  • cancel your policy. If we cancel because we did not receive your proof of NCD, a cancellation fee may be charged.


How to make a payment

You can pay for your purchases by credit or debit card and in some cases by Direct Debit either by contacting our Customer Care Team on 0330 0600 600 or online via our website.

When paying by Direct Debit, your second monthly payment may be different to the rest of your monthly payments. This is because the total amount you will pay cannot always be divided into equal monthly amounts.

After you have made a payment, our payment service provider (the company that processes payments on our behalf) will keep a record of your credit or debit card details so that we can use these details at a later date, for example to make a refund, take payment for additional insurance products you purchase from us, validate your card the next year at renewal and to renew your policy. If you pay by Direct Debit then the premium finance lender will keep a record of your bank details.

Our payment service provider stores credit card details in an encrypted format on behalf of Policy Expert. As a service provider that stores, processes or transmits credit card details they are required to comply with the Payment Card Industry Data Security Standard (PCI DSS), which includes strict requirements for how credit card must be encrypted.

How we handle your money

We act as an agent of the insurers on our panel in collecting, holding, receiving and/or paying premiums, premium refunds, claims, reinsurance premiums and recoveries and other related monies. Your position is protected as:

  • premiums are treated as being received by the insurer when received in our bank account
  • a premium refund or claims payment is treated as being received by you, when you actually receive it.

We receive commission in respect of each policy we arrange which may vary according to the insurer and/or type of insurance policy.

If you have a complaint

Treating our customers fairly is central to our culture and we continually aim to provide you with a first class service. However, if you feel we have not done so, please tell us about it so that we can do our best to promptly resolve the problem.

If your complaint is regarding a claim, please see your Policy Wording for details of who to contact and their complaints process.

Otherwise, to complain to Policy Expert, please get in touch by:

  • phoning us on 0330 0600 600
  • writing to us at: Head of Customer Relations, Policy Expert, 352-390 Silbury Court West, Silbury Boulevard, Milton Keynes, MK9 2AF
  • emailing: ask@policyexpert.co.uk, including the word ‘Complaint’ in the subject field

When contacting us, please provide the following information:

  • Your full name, address, postcode, telephone number and an email address if you have one
  • Your preference for how you wish us to communicate with you regarding your complaint
  • Your Policy Expert account number, your policy number and the type of policy you hold, for example a Home Contents-Only policy
  • The reason for your complaint
  • Any supporting material you have to support your complaint

If you remain dissatisfied following our response, you can refer your complaint to the Financial Ombudsman Service (FOS). Once contacted, they will liaise with us on your behalf. Their address is Exchange Tower, London, E14 9SR (telephone 0300 123 9 123).

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit.

Further information about compensation scheme arrangements is available from the FSCS at 7th Floor, Lloyds Chambers, Portsoken Street, London, E1 8BN.

Website content and use

The information, services and products on our website www.policyexpert.co.uk are intended for use by residents of the UK, the Channel Islands and the Isle of Man only and are not aimed at or intended for use by residents of any other jurisdiction.

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 directly, which are not designed for this purpose, you may not see important information which is relevant to a full understanding of the products and services being offered.

Before purchasing any of the products and services, you’ll be referred to certain site pages containing details of the relevant product or service together with important legal or regulatory information, such as the terms and conditions of purchase. These should be read together with the site pages.

We reserve the right, at any time and without notice, to modify or withdraw, temporarily or permanently, the contents of our website including these T&Cs.

Online safety

If you have registered with us online please take care to maintain the confidentiality of your login details and password to prevent any unauthorised access to your Policy Expert account. By agreeing to these T&Cs you are responsible for all activities that occur in connection with your Policy Expert account. Therefore, it is important that you contact us immediately on 0330 0600 600 if you suspect that there has been a breach of your account’s security.

Due to the nature of the internet, any messages that you send to us by way of email cannot be guaranteed to be secure. Therefore you must not send us confidential information by email, such as your credit or debit card information.

Intellectual property

All copyright, trademarks and other intellectual property rights in all material or content supplied in any documentation provided by Policy Expert or as part of our website belongs to us or others to whom we have licensed to use it. You are allowed to use this material only if we allow you to do so.
You agree that the material and content set out in such documentation and on our website is made available only for your personal use. Any other use of the material and content of our website is not allowed. You agree not to (and agree not to help anyone else to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of our material and content.
Our website and any documentation provided by us, whether in hard (e.g. printed) or soft (e.g. electronic) copy, contains trademarks belonging to QMetric Group Limited. No rights are granted in respect of any of the trademarks.

Exclusion of liability

Whilst we have taken all reasonable steps to ensure the accuracy and completeness of the information we provide on our website or elsewhere, we give no warranty and make no representation regarding the accuracy or completeness of the content of this information. Except as set out in these terms and conditions, all warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded from your contract with us.

As such, we accept no liability for any losses or damages (whether direct, indirect, special, consequential or otherwise) arising out of errors or omissions contained in the information provided on our website or elsewhere. Further, no warranty is given that our website and services will be available on an uninterrupted basis, and no liability can be accepted in respect of losses or damages arising out of such unavailability. Also, we accept no liability in respect of losses or damages arising out of changes made to the content of our website by unauthorised third parties.

It is our aim to correct errors and omissions as soon as possible. However, on occasion there may be an error in the price or type of product or service shown. If this happens we reserve the right to cancel any contract we may have entered into with you and you will be offered a full refund.

Access to and use of our website is at your own risk and we do not warrant that the use of our website or any material downloaded from it will not cause damage to any property, including but not limited to, loss of data or computer virus infection.

Nothing in these T&Cs shall exclude or 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 are bound to comply with. Further, nothing in these T&Cs shall attempt to exclude liability for death or personal injury, or for fraudulent misrepresentation.

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. You link to or access such websites at your own risk and we make no representations regarding the content of any such website. We cannot be liable for any loss or damage which may arise from the use of such third party websites.

Data protection

We will treat all personal/sensitive information about you respectfully and as private and confidential. We are committed to protecting your privacy and comply with the Data Protection Act 1998 and all other applicable data protection legislation.
By agreeing to these T&Cs you acknowledge that you have read and agreed to our Privacy Policy.

Jurisdiction and governing law

These T&Cs shall be governed by and construed in accordance with the laws of England and any dispute regarding any of our services including use of our website shall be subject to the exclusive jurisdiction of the English courts.

2 Year Fixed Premium Offer (Home Insurance)

These Terms and Conditions set out the rights and obligations that apply to the 2 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.

Some definitions

Insurance Premium: the annual amount you are charged for your home insurance before Insurance Premium Tax (IPT) is applied. This excludes any interest charges applied if you choose to pay for your insurance in monthly payments. It also excludes the cost of any optional extras such as Home Emergency Cover and Legal Expenses Cover.

Participating Insurer: this means any insurer that is participating in the Offer. You can find who this is by looking at the Policy Expert website when obtaining a quotation. If you buy over the phone, our Customer Relationship Expert will inform you of this. After purchase, you can also find the specific insurer detail 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 2 periods of annual insurance in a row (the “Offer Period”), after which we will offer to renew your policy using the normal underwriting rules of your insurer and take into account of any offers available at that time. As this is an annual policy, the policy wording, cover levels and insurer may change from one year to the next. You will be notified before you renew if any changes have been made.

The Offer Period is subject to the following terms:

  • The details you provide for the first period of insurance do not change
  • We are not informed of any additional claims which make you ineligible
  • The Participating Insurers still wishes to provide home insurance for your address throughout

Who is eligible for this offer?

The Offer applies to new customers and customers due for renewal. This offer will be available to anyone who meets the normal underwriting rules and criteria of the Participating Insurers. This offer is available through our website and by calling us on 0330 0600 600 (or 0203 014 9300 from mobiles).

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

You must notify us of any change (based on the answers to the questions you gave us) in your circumstances. Please note that if the changes result in a higher premium you will need to pay any additional premium due. If the changes you make result in a lower premium, we’ll refund you the difference.

If you make a change during the Offer Period and prior to your 1st policy renewal, your Insurance Premium will not be fixed for the remainder of the Offer Period and will be subject to the normal underwriting rules of your insurer. You may still be able to purchase other competitive quotes from any insurers on our panel that provide cover for you.

What happens if I make a claim?

If, during the Offer Period we are informed of any additional claims, whether successful or not, the Offer will come to an end at the next anniversary of your policy. Your premium will no longer be fixed and will be calculated using our normal underwriting rules and taking account of any offers 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 reminder detailing the date and the Offer premium. If you are not eligible for the Offer at renewal, we will still remind you that your policy is due for renewal and should you wish, we can provide you with quotes from other insurers on our panel that provide cover for you.

Can my insurer make any changes?

Yes. Our insurers regularly review their prices, cover levels and the types of insurance risk for which they provide cover. This could affect the renewal policy the Offer applies to. You will be notified before you renew if any changes have been made.

We can withdraw the Offer at any time. If the Offer has been withdrawn but a quotation for a home insurance policy was provided before the Offer was withdrawn, the Offer will apply to a policy issued as a direct result of that quotation.

Terms & Conditions last updated: 1st March 2016.