Fresh Home Terms of Business 20200805 IDD v1.7

Fresh Home is a trading name of Fresh Insurance Services Group Ltd (Fresh). These Terms of Business are to be read in conjunction with, our Privacy Policy and your insurer’s Policy Wording, Insurance Product Information Document (IPID), Schedule and Statement of Facts

  1. Who authorises and regulates us?

    Fresh Insurance Services Group Ltd of Ladybird Suite, Burnt Meadow Road, North Moons Moat, Redditch, B98 9PA is authorised and regulated by the Financial Conduct Authority. Our registration number is 306202. This may be verified on Financial Services Register by visiting the FCA’s website, here ( or by contacting the FCA on 0800 111 6768.

  2. Which services will we provide you with?

    We are an insurance intermediary, otherwise known as an insurance broker. You will not receive advice or a recommendation from us. We may ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed.

  3. Whose products do we offer?

    For home insurance policies, we offer products from the following providers –Accredited Insurance (Europe) Limited, Ageas Insurance Ltd, Aviva Insurance Ltd, Axa Insurance UK plc, Covea Insurance plc, ERGO Versicherung AG, Great Lakes Insurance SE, Hiscox, Legal & General insurance Ltd, Liberty Mutual Insurance Europe SE, Liverpool Victoria Insurance Company Limited, certain syndicates at Lloyds of London, Ocaso S.A, UK Insurance Limited, and Zurich Insurance plc. In addition, we also offer optional add-on contracts for Legal Expenses Cover and Home Emergency cover from a single provider- AmTrust Europe Limited.

  4. Who do we act for?

    We act as your agent for sourcing and placing insurance business and in the event of you notifying a claim to us. We will act as the insurer’s agent for the purposes of cancelling the policy, collecting or refunding premiums or as otherwise informed.

  5. What to do if you have a complaint?

    We aim to provide excellent service to all our customers, but occasionally things can go wrong. If this happens please let us know so we can do everything we can to put it right. If you wish to make a complaint, please contact us via email at, by telephone on 0344 557 2480 or by writing to Complaints Department, Fresh Insurance Services Group Ltd, Ladybird Suite, Burnt Meadow Road, North Moons Moat, Redditch, B98 9PA. If you cannot settle your complaint with us, you may be entitled to refer it, free of charge, to the Financial Ombudsman Service ( ). Full details of our complaint handling procedures are available upon request.

  6. Are we covered by the Financial Services Compensation Scheme (FSCS)? We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if we cannot meet our obligations. Further information about the compensation scheme is available from the Financial Services Compensation Scheme.

Our Fees

Our professional fees are as follows – all of these are separate and in addition to any insurance premium, insurer charges, premium finance provider fees or interest charges:

Arranging a new policy or a renewal


Mid-Term Alteration to your policy (includes change of address, change of cover etc.)


Validation fee – payable if we identify inaccuracies in the information you have provided or we are unable to verify the details disclosed.

£25 (payable once per policy)

Cancellation fee

Within first 14 days - £30.

From day 15 onwards - £50 and we will also retain commission at a rate of 25% of any returned (refunded) premium, as the insurer will reclaim this from us. For example if the returned premium is £200 we will retain an additional £50. Cancellation costs are waived if you replace the policy through us.

Dishonoured payment administration fee

£12.50 (charged if we handle a payment to Premium Credit Ltd.)

Debt collection admin fee

£20 (charged where we have to pass your account to a debt collection agency)

Provision of duplicate hard copy documents

£15 to cover administrative costs, printing and postage

Our fees are non-refundable. Fees charged by the insurer and/or premium finance provider are in addition to the above – you will be advised of the fee breakdown before you are charged.

Cancellation of Policy

To cancel your policy, you must contact us on 0344 557 2480 or email, cancellations cannot be backdated. Cancelling your instalment plan DOES NOT cancel your policy and the payments made to date are unlikely to cover costs in the event of cancellation. Any remaining balance can be cleared in one payment or you must continue with the instalments until this is paid. If there has been ANY claim, the full premium will be payable with no refund due. Refunds of less than £10 will be retained by us due to the administrative cost of returning these. Optional add-ons are also cancelled if the main policy is cancelled.

  • Within the first 14 days or before the policy starts

    You have the right to cancel within 14 days of when you purchase your new policy, or from when you receive your policy documents, whichever is later, and within 14 days of the renewal date for renewed policies. If your insurer is either Zurich or Ergo they will refund you in full, provided that you have not made a claim. If your insurer is anyone other than Zurich or Ergo, they will give you a pro-rata refund of premium provided no claim has been made. In either case, the maximum fee you will pay us, including the new policy or renewal fee will be £30.

  • Day 15 onwards

    There will be a charge for the time you have been covered by your insurance. Full details of this can be found in your policy booklet. We will then refund any amount we owe to you after deduction of our fees. We will charge our cancellation fee and reclaim our commission as noted in the table above. Legal Expenses Cover is subject to pro rata cancellation after the 14 day cooling-off period, Home Emergency Cover is non-refundable after the 14 day cooling-off period.

Instalment payments

It is possible for us to arrange finance as a method of paying for your premium. In these circumstances we act as a credit broker in arranging this finance. Credit is provided by Premium Credit Ltd who we deal with exclusively and is provided subject to status. We will receive a commission from Premium Credit for referring you to them – details are available upon request. A credit search will be run as part of your application. If your application for credit is declined the premium will become payable in full. Once credit has been provided, if you do not keep up with your repayments you may incur further charges and the credit agreement and insurance policy may be cancelled, this may be recorded on your credit file and could affect future applications for finance. If your policy renews at the end of the policy period a new credit check will be run to assess your suitability for finance prior to your renewal date. You may contact us to cancel your credit agreement without penalty within the first 14 days, but the insurance premium will become immediately payable in full. If possible we will add any additional costs or charges incurred throughout the policy to your monthly instalments, however, if we cannot do so for whatever reason, these must be paid at the time of the change. In the event of a claim, instalments MUST continue to be paid until the FULL premium and charges have been settled. If you default on your credit agreement and the contract is cancelled, any outstanding balance will be owed to Fresh, rather than Premium Credit Ltd.

Automatic Renewal & Continuing Payments

We may continue to renew your policy automatically each year unless you notify us otherwise. If you previously paid by monthly instalments, a new credit search will be run and providing you are still eligible for finance, Premium Credit will automatically continue to collect direct debits from your account. If you paid in full we may collect the renewal premium from the card you used with us last. You will receive an invitation from us, usually 21 days prior to your renewal date, informing you whether automatic renewal will be offered. If you do not wish to accept the renewal, you MUST telephone us BEFORE the renewal date of your policy. Please note that an automatic renewal is a non-advised sale. By accepting these terms and conditions you (or the cardholder if this is not you) also agree that we may retain the card details and use these to take any additional premiums, cost or charges relating to the policy until you state otherwise. This will apply even if the card does not belong to you, you must therefore make sure the cardholder is informed if they are a third party.

Protecting your money

Your premium (payment or refund) will be collected, held and paid to insurers by Fresh Insurance Services Group Ltd (Fresh) and who will hold your premium in a trust account as agents of the insurer. It is considered as being held by the insurer whilst in this account – this is known as ‘risk transfer’. While it is in the account, your money cannot be used for any purpose other than paying the insurers or any brokers through whom we may have arranged your insurance, or in the case or premium refunds, paying the money to you. Any interest earned on the account is retained by Fresh.

Your duty of fair presentation (Commercial policy holders only, for example those purchasing insurance for buy to let properties or leased holiday homes)

If you deliberately or recklessly (i.e. without care) fail to comply with your obligations to present the risk fairly, insurers may avoid the policy. This means they can retain all premiums and treat the policy as if it never exists and refuse to make any claims payments. You could also be obliged to repay any claims payments that had already been made.

If you fail to present the risk fairly, but your failure was neither deliberate nor reckless, insurer’s response will depend upon what would have happened if you had complied with your obligations:

  1. If insurers would not have provided the policy, they may treat the policy as if it never existed, refuse to make any claims payments and demand the return of any claims payments already made. However, insurers would have to return any premium payments already made;
  2. If insurers would have provided the policy but on different terms, the policy will remain in force but will be treated as if those different terms applied from the start of the policy. This could result in a claim not being met in part or in full;
  3. If insurers would have provided the policy but charged a higher premium, insurers may reduce any payment in proportion to the difference between the premium charged and the premium that would have been charged if you had fairly presented the risk. This could result in a significant reduction to the amount of any payment under the policy.

All statements and facts disclosed on proposal forms, statement of facts, claim forms and other documents should be full, true and accurate and must be given after undertaking a reasonable search, including consulting with your senior management.

Your duty of providing honest and accurate responses to any questions asked (consumer policyholders only, for example you are buying the policy for uses that are not related to generating an income)

Your insurance is based upon the information provided to the insurer and this means that you must take reasonable care to answer all questions fully and accurately. In other words, all information provided to the insurer must be complete and accurate and all questions answered honestly and to the best of your knowledge. Failure to provide accurate and up to date information may invalidate your insurance cover and mean that a claim may not be paid. A failure to comply with a request to confirm or clarify information previously provided is also capable of being a misrepresentation and could invalidate your insurance cover. Once cover has been arranged, you should notify us of any changes to the information that has been provided to your insurers as soon as possible as your policy may include a requirement to do so and failure to notify such information may invalidate your insurance.

How we are paid

When you take out a policy or make a change to your policy mid-term, we will charge you a fee as noted above. In addition, the insurer will pay us commission which is a percentage of the annual premium you pay. If your insurer is ERGO or Ocaso, in addition, the insurer will calculate the profits made on the policies we sell on an annual basis and may make a payment to us based on this profitability.

Referrals from other brokers

We may make a payment to any referring broker if you take a policy out with us. This will not affect your premium. Details are available upon request.

Use of your personal data - Fraud prevention, detection & claim history.

Your details will be held on our system to assist with the administration of your policy and will also be passed to your insurers. We and they may share it with other insurers and fraud prevention agencies including the police and credit reference agencies. We and other organisations may also search these agencies and databases to help make decisions about the provision and administration of insurance, credit and related services for you and members of your household; trace debtors or beneficiaries; recover debt; prevent fraud; manage your accounts or insurance policies and check your identity in order to offer you the most competitive premium. Full details of what data we hold about you and how this is used can be found in our Privacy Policy which should be read in conjunction with this document. By accepting this Terms of Business you also accept our Privacy Policy which is available online at or upon request.