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Terms of Business

1 Answer Insurance Services Limited

Terms and Conditions

About us

1 Answer Insurance Services Limited of A1, Chaucer Business Park, Dittons Road, Polegate, East Sussex, BN26 6JF is authorised and regulated by the Financial Conduct Authority. Our firm’s registration number is 432453. We are permitted to arrange, advise on, deal as an agent of insurers and clients and assist in claims handling, with respect to non-investment insurance policies. We are also authorised by the FCA for consumer credit broking. We act for a number of lenders. You can check these details on the FCA’s register by visiting their website at or by contacting the FCA on 0800 111 6768.

Your duty of disclosure

Consumers: You must take reasonable care not to make a misrepresentation to the insurer. This means that all the answers you give and statements you make as part of your insurance application, including at renewal and when an amendment to your policy is required, should be honest and accurate. If you deliberately or carelessly misinform the insurers, this could mean that part of or all of a claim may not be paid.

Non-consumer customers: Where we arrange insurance wholly or mainly for purposes related to your trade, business or profession, you have a duty under The Insurance Act 2015 to make a fair presentation of the risk. This means that you must disclose every material circumstance which you and/or your senior management and/or anyone responsible for arranging your insurance know or ought to know. Alternatively, you must disclose sufficient information which would put the insurer on notice that it needs to make further enquiries for the purpose of revealing those material circumstances. You are expected to carry out a reasonable search in order to make a fair presentation of the risk and will be deemed to know what should reasonably have been revealed by the search.

Your duty of fair presentation applies at the start of the policy, at renewal and when any variation of the policy is arranged. If you fail to make a fair presentation, the insurer may refuse to pay your claim or reduce the settlement amount, depending on the circumstances.

Protecting your information

We take your privacy extremely seriously and we will only use your personal details in line with our Privacy Notice. Please read our Privacy Notice carefully which will be sent with your new business documents and can also be found on our website, please contact us immediately if you have any queries.

Where necessary, for example where we would like to use your data for some marketing purposes, we shall ask for your specific consent to do so. Your personal information includes all of the details you have given us to process your insurance policy (we will not ask for more information than is necessary). We may share your data with Third Parties relevant for the provision and ongoing performance of your insurance policy. We will not sell, rent or trade your data under any circumstances. All of the personal information you supply to us will be handled strictly in accordance with the applicable Data Protection regulations and legislation.

We and/or the insurers and/or credit providers may use publicly available data from a variety of sources, including credit reference agencies and other external organisations to verify your identity or creditworthiness, to avoid fraud and to obtain beneficial quotes and payment options on your behalf. Each of the searches may appear on your credit report whether or not your application proceeds. All (including any named drivers) driving licence and national insurance number may be checked against the DVLA database.

By agreeing to these terms and conditions you agree to these uses of your information.

How to claim

Please refer to your policy summary or your policy document if you need to notify a claim. You should contact our claims management company as soon as possible using the contact details provided. If in doubt about whom you should contact please contact us 01323 481444.

Fees and charges

Please refer to our tariff of administration charges for fees payable under this Terms of Business Agreement. These charges will apply for fees payable if you instruct us to carry out a midterm adjustment, renewal, cancellation or other work on your behalf.

If you pay your premium by instalments we shall inform you of any additional fees, charges or interest as part of your credit arrangements.

Your Insurer may also apply charges to your policy at new business, renewal, when any mid- term adjustment takes place or if your policy is cancelled by you or us. For full information please refer to your policy documents.

Instalment Customers

1 Answer Insurance Services Ltd offer a facility to pay for your insurance through a credit loan company who set up an agreement to spread the cost of your insurance over several months. In this instance, your premium is paid by the credit company and your monthly payments are to repay the loan with them. Please note that your loan is not directly connected to your insurance company and you must meet the monthly payments, regardless of any changes to, or cancellation of your insurance policy. If you have any questions with regards to the credit agreement, please contact us on 01323 481444.

Our earnings

You are entitled, at any time, to request information regarding any commission which we may have received as a result of placing your insurance business, or arranging premium finance.

Protecting your money

Prior to your premium being forwarded to the insurer, and for your protection, we hold your money as an agent of the insurer (in which case your policy is treated as being paid for).

We may need to transfer your money to another intermediary in some cases. However, your money will be protected at all times because of the requirements of the FCA rules. We also reserve the right to retain interest on this account. By accepting these Terms of Insurance Business, you are giving your consent for us to operate in this way.

How to cancel

You may have a statutory right to cancel a policy you take out through us within a short period, known as the “cooling off period”. Please refer to your policy summary or your policy document for further details. If you cancel within the statutory cancellation period (where this applies) you will receive a pro rata refund of premium from the insurer.

Insurers are also entitled to make an administrative charge. In addition, we may keep an amount which reflects the administrative costs of arranging and cancelling the policy. Our new business arrangement fee and (change to or) renewal charge made for arranging your insurance policy will not be refunded. Full details of our charges are given in our tariff of administration charges.

If you wish to cancel outside the statutory cancellation period (where this applies) you may not receive a pro rata refund of the premium.

If you make a claim on your policy and then it is cancelled, you may not be entitled to any refund (please see your individual insurer’s terms and conditions). You will also be liable for any outstanding payments to the credit provider if you have chosen to pay by direct debit.

We may cancel your insurance at any time by sending seven days’ notice in writing to the address on our records. You may be entitled to a refund subject to your insurance terms and conditions and no claims having been made in the period since last renewal. If you pay your premiums by instalments and we do not receive or are unable to collect any payment by the due date, we will treat this as cancellation by you and any refund will be given directly to your finance provider. Any remaining balance after this has been given will be owed to the finance provider by you. In the event of your vehicle being declared a total loss, we will cancel the insurance. The full premium including Insurance Premium Tax will be due from you.

If a discount has been applied to your policy and your policy is cancelled within the first month of inception, the discount applied will be retained in full by us. After this time, the discount amount will be calculated on a pro rata basis and retained by us.

Cancellation of optional extra policies

If your insurance policy is cancelled, any associated standalone optional extra policies you purchased will not be cancelled unless you ask us at the same time. If you have any optional extras included within your insurance policy, these will be cancelled along with your insurance policy. All optional extras are non-refundable after fourteen days.


Any refund due will be paid to you less our cancellation charge. If there are any outstanding monies due to us on your account, this will be deducted from the refund given by the insurer. Please note that if you are paying by direct debit through a credit company, you will have to settle any outstanding balance with them. No refund will be allowed if there is an outstanding claim or if a fault claim is made on your policy. Your insurer will require written evidence that you have insured your vehicle elsewhere to allow a pro rata refund.

Tariff of Charges

In addition to the premiums charged by insurers, we normally make charges to cover the administration of your insurance. Full details of our standard charges are here and the charges will be confirmed with you before any chargeable commitment is made with 1 Answer Insurance Services Ltd.

* New Business Arrangement Fee: Up to 40% of the insurers/intermediaries premium, minimum charge £10

* Renewal Charge: Up to 40% of the insurers/intermediaries premium, minimum charge £10

* Change of address for Home, Buildings and/or Contents policies: £30.00

* Special Delivery Post (only used when requested by you): £10.00

* Adjustment Charge: up to 40% of the insurers/intermediaries premium, minimum charge £30.00 plus any fee charged by your insurer services

* Duplicate Documents and Cover Notes: £30.00

* Unpaid Cheque: £25.00

* Cancellation Charge: £100.00 for taxi policies. £50 for all other policies. Impounded vehicles £200.

* Instalment Charge (where payment is not direct debit): If you pay your premium by instalments we shall inform you of any additional fees, charges or interest as part of your credit arrangements.

* Recorded Delivery Post: £5.00 This fee is charged in any case a recorded delivery letter is issued. This includes cancellation letters

By accepting this Terms of Business Agreement, you are giving your consent for us to operate in this way. For payments by instalments, a minimum deposit of 20-25% is required depending on the type of Insurance. This applies to annual policies only, minimum premiums apply.

It is not economical or practical to issue refund cheques of small amounts. Where a transaction would result in a refund to you from us of less than £3.00 this amount will be retained by us as an additional service charge.

Our payment terms are immediate on invoice. We require payment to terms. Payments must be made on time, in full and without deductions, set off or counterclaim. In the event, that our account is outstanding, we will refer the matter to our debt collection agent, Insurance Collection Bureau LTD, which will incur costs. Any costs incurred to collect the debt will be added to the debt, plus VAT at the prevailing rate. You agree that you will be liable to pay us that surcharge, and that payment of the same can be enforced against you in court, if you are a commercial customer you agree to pay interest at the relevant reference rate provided for under the Late Payment of Commercial Debts (Interest) Act 1998, which interest is payable both after and before any judgement of the court and continuous to accrue.

Introducer Arrangements

A third party may have introduced you to us and for this the introducer may be paid a fee by 1 Answer Insurance Services Ltd. Similarly with your consent, we may introduce you to other third parties, for which the third party may pay us a fee.


It is our intention to provide a high level of service at all times. However if you have reason to make a complaint about our service you should contact 1 Answer Insurance Services Limited at the address overleaf or call 01323 481444. You may be entitled to refer the matter subsequently to the Financial Ombudsman Service. You can contact the Financial Ombudsman Service by telephone on 0800 0234 567 and further information is available at If you do decide to refer any matter to the Financial Ombudsman Service your legal rights will not be affected.

Compensation arrangements

1 Answer Insurance Services Limited are covered by the Financial Services Compensation Scheme. 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. Insurance advising and arranging is covered for 90% of the claim, without any upper limit. For compulsory classes of insurance, insurance

advising and arranging is covered for 100% of the claim, also without any upper limit. The scheme does not apply to consumer credit. Further information about compensation

scheme arrangements is available from the FSCS on 0800 678 1100 or 020 7741 4100 or by visiting

Money laundering/Proceeds of crime

We are obliged to report to the National Crime Agency any suspicion of money laundering or terrorist financing activity and we are prohibited from disclosing any such report.

Adequacy of insurance values

It is the responsibility of the insured to ensure that all sums insured and policy limits are adequate. Whilst we seek to assist in establishing and maintaining insured values and indemnity limits we cannot accept responsibility for their accuracy. It is strongly recommended that the appropriate Professional (e.g. Surveyor/Accountant) be consulted to ensure that the sums insured and limits under the policy are suitable.

Conflicts of interest

As insurance brokers we generally act as your agent in advising you, arranging your insurance and assisting you in the event of a claim. In certain circumstances we may act for and owe duties of care to insurers and/or other parties. Where we become aware of any actual or potential conflict of interest, we will inform you of the situation, the options available to you and obtain your consent before we proceed.

Insurer security

The insurers we use are regulated and are required to have adequate capital resources. However, we cannot guarantee the solvency of any insurer we place business with. An insolvent insurer may be unable to pay claims or may be unable to pay them in full and you may have to pay a further premium to pay for alternative insurance cover.

Law and jurisdiction

These Terms of Business shall be governed by and construed in accordance with English Law and shall be subject to the exclusive jurisdiction of the courts of England and Wales.

For Equity Red Star Customers

Complaints Procedure

At 1 Answer Insurance we aim to provide the very best levels of service at all times, in the event something should go wrong our dedicated customer service team is on hand to assist you. We are committed to resolving all complaints as quickly as possible, we have outlined our complaints procedure for you below;
1 Answer Insurance Services Limited acts on behalf of insurance companies or Lloyd’s syndicates: the procedure that will apply depends on whose behalf we act. To identify which procedure applies to you, please refer to your policy wording.
If you have any doubt on which procedure applies to you, please contact 01323 481444 customer services who will be happy to help.
Complaints procedure applicable where the insurer is an insurance company

In the event you have cause to complain, please contact customer services by contacting us in one of the following ways;

By phone: 01323 481 444
By email:

Or write to us:
1 Answer Insurance – FAO Complaints
Chaucer Business Park
Dittons Road
East Sussex
BN26 6JF

We endeavour to resolve all complaints as quickly as possible, however, if we can’t resolve your complaint within three working days of receiving it then we will issue you with a letter confirming acknowledgement of your complaint. Following the acknowledgement letter we will thoroughly investigate the matter and issue a final response within eight weeks of the date of your complaint, we will of course keep you updated during this period. In the event we are not able to resolve the complaint either within eight weeks or to your satisfaction you can refer your case to the Financial Ombudsman Service, further information about this service is detailed below.

Complaints procedure applicable where the Insurer in Lloyd’s syndicate

If your complaint is regarding the way 1 Answer Insurance have administered or handled your policy the above procedure will apply.
In the event your complaint relates to the insurer, regarding such items as the product or claims we will report your complaint to the insurer within two working days to enable your insurers to meet the Lloyds seven day reporting requirements. The Insurer will then correspond with you directly.

As your policy is underwritten by a member of the Lloyd’s syndicate you may also ask Lloyd’s to investigate your complaint.

If you wish to ask Lloyd’s to investigate your complaint you may do so by contacting:

In writing:

Complaints Team
One Lime Street

By email:
By phone: +44 (0)20 7327 5693
By fax: +44 (0)20 7327 5225

Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at and are also available from the address above.
If you are not happy with the way we have handled your complaint, you can refer your case to the Financial Ombudsman Service.
You can contact them in one of the following ways:

In writing:
The Financial Ombudsman Service
Exchange Tower
E14 9SR

By email:
By phone: 0800 023 4567 or 0300 123 9123