Version September 2026
Introduction
Insurance ANSweR is a trading style of Alter-Native Solutions UK Ltd. We are an independent insurance intermediary authorised and regulated by the Financial Conduct Authority under firm reference number 568076.
We pride ourselves on providing a personal and professional service. We arrange insurance for a wide range of risks and would be pleased to provide a quotation for your insurance requirements.
These Terms explain the basis on which we provide our services, how we are paid, how premiums and refunds are handled, and what you should do if you need to make a claim or complaint.
Accepting our Terms of Business
By asking us to quote for, arrange, renew, amend, administer or otherwise handle your insurance, you agree that these Terms of Business will apply.
Please read these Terms together with your quotation, statement of demands and needs, policy wording, schedule and any other documents provided to you.
Please pay particular attention to the sections concerning your responsibility to provide accurate information, payment of premiums, cancellation and return premiums, claims, and the use of personal information.
If you are unsure about any aspect of these Terms or have questions about our relationship with you, please contact us before proceeding.
1 Who we are and how we are regulated
Insurance ANSweR is a trading style of Alter-Native Solutions UK Ltd. We are an independent insurance intermediary authorised and regulated by the Financial Conduct Authority. Our Financial Services Register number is 568076.
You can check our status and permitted activities on the Financial Services Register at register.fca.org.uk or by contacting the FCA. Our permitted business includes advising on and arranging general insurance contracts.
2 Our services and the market we use
We can advise on your insurance needs, arrange cover, help administer policies we have placed and assist with claims notifications. We may place cover directly with insurers or through FCA-authorised wholesale brokers, managing general agents or other intermediaries.
The basis of our service may vary by product. We will tell you whether we provide a personal recommendation and, where relevant, whether we have considered products from a broad range of insurers, a limited panel, or a single insurer or intermediary. We will also provide a statement of your demands and needs before the contract is concluded.
We act for you when advising on and arranging insurance. At other times, we may act for an insurer or intermediary, for example when collecting premium under a risk-transfer agreement, issuing documentation or performing another delegated function. We will tell you where this is relevant to the service we provide.
3 Your duty to provide information
You are responsible for giving complete and accurate information and for checking documents and answers supplied on your behalf.
If you are buying insurance mainly for purposes unrelated to your trade, business or profession, you must take reasonable care not to make a misrepresentation to the insurer. This includes answering questions honestly and accurately and correcting information that is wrong or incomplete.
If you are buying insurance for business purposes, you must make a fair presentation of the risk. This means disclosing every material circumstance you know or ought to know, or providing enough information to put a prudent insurer on notice that it should make further enquiries. Information must be presented clearly and substantially correctly.
These duties continue when cover is renewed or amended. Failure to meet them may allow the insurer to reduce a claim, change the policy terms, treat the policy as if it never existed or take another remedy permitted by law. Please contact us promptly if you are unsure whether information is relevant.
4 Policy documents and your responsibilities
We will provide policy documents and other contractual information in a durable medium as soon as reasonably practicable. Please read the quotation, demands and needs statement, policy wording, schedule, certificate, endorsements and any notice of changes carefully. Check that the insured names, activities, property, limits, excesses and other details are correct and that the cover meets your requirements.
Insurance policies contain conditions, exclusions and obligations that may affect cover. You must comply with any risk-management, notification, premium-payment or other requirements and tell us promptly if anything is wrong or if your circumstances change. Cover for matters such as communicable disease or pandemics depends on the terms of the individual policy; no general assumption should be made that it is included or excluded.
Keep your insurance documents safely. Some claims may arise or be notified after a policy has expired. We may retain our records electronically for as long as required for legitimate business, regulatory and legal purposes.
5 Quotations and inception of cover
Unless we state otherwise, a quotation is valid for 14 days from its date. It remains subject to the insurer or intermediary accepting the risk, the accuracy of the information supplied, availability of the terms and payment requirements.
Cover does not begin, renew or change merely because you have requested it or received a quotation. We will confirm when cover has been arranged or amended. You should not assume cover is in force until you receive that confirmation.
6 Our remuneration
We are normally paid commission that is included within the premium. The commission may be paid by the insurer or, where the policy is placed through a wholesale broker, managing general agent or other intermediary, by that intermediary. We do not receive enhanced commission, profit share, volume-related payments or remuneration from premium-finance arrangements.
We may charge you a fee in addition to receiving commission. Any fee that applies will be disclosed before you become liable to pay it. Our standard administration fees are set out below.
| Transaction | Fee |
|---|---|
| Arranging a new policy | £35 |
| Renewal | £35 |
| Mid-term adjustment | £35 |
| Mid-term cancellation | £35 |
| Replacement or duplicate certificate or cover note | £15 |
If you are a commercial customer, you may ask us to disclose the commission that we and any associate receive in connection with your policy. We will provide the amount in cash terms where possible, or otherwise explain the basis of calculation. Where a conflict of interest could arise, we will take appropriate steps to identify, prevent or manage it and act in your best interests.
7 Payment of premiums
We will tell you how and when the premium must be paid. Payment options vary according to the insurer or intermediary and may include annual payment or instalments collected directly by the insurer, wholesale broker, managing general agent, payment provider or finance provider.
Where you give us card or bank details for entry onto an insurer’s or intermediary’s secure portal, the relevant insurer or intermediary collects the payment directly. We do not receive or hold that money. Where a third party offers a credit or instalment agreement, that agreement is separate from the insurance contract and will have its own terms, charges and cancellation consequences.
You must pay premiums and instalments by the required dates. We are not obliged to fund a premium on your behalf or to monitor payments collected by another party. Late or missed payment may cause cover to be cancelled, avoided or otherwise affected in accordance with the policy or payment agreement.
8 Client money and risk transfer
We do not hold client money. Most premiums are paid directly to the insurer, wholesale broker, managing general agent, payment provider or finance provider.
In limited cases, an insurer or intermediary may authorise us under a written risk-transfer agreement to receive premium as its agent. Money received strictly within that authority is treated as received by the insurer or intermediary concerned and is not held by us as client money. The scope of any risk-transfer authority depends on the relevant agreement.
9 Cancellations and return premiums
Your policy documents will explain whether and how the policy may be cancelled, any cooling-off right and how the insurer calculates a return premium. Some policies provide no return premium or use a short-period or other non-proportionate calculation. Cancelling a payment instruction or instalment mandate does not itself cancel the insurance policy.
Once our work has been performed, our fee is not automatically refundable. If a policy is cancelled or amended and a return premium is due, it will be calculated in accordance with the insurer’s or intermediary’s terms. Any commission that must be returned in connection with the cancellation or amendment will be taken into account for your benefit when calculating the refund. Our disclosed £35 cancellation or administration fee may be deducted where applicable.
A return premium will not be paid until the insurer or intermediary has confirmed and reconciled the credit. Where you paid another party directly, that party will normally make any refund directly to you. Any refund routed through us under a valid risk-transfer arrangement is handled as agent of the relevant insurer or intermediary and not as client money.
10 Claims
Notify us or the insurer as soon as possible of any incident, loss, claim or circumstance that may give rise to a claim. Follow any claims procedure and time limit in the policy. Take reasonable emergency steps to limit loss where safe and appropriate, but do not admit liability, agree a settlement or incur non-emergency costs without the insurer’s consent.
We will assist with notification and administration of claims under policies we have arranged where this forms part of our service. The insurer decides whether a claim is covered and the amount payable. If you move your insurance to another broker, we may agree the arrangements for continuing to assist with an existing or later-reported claim, or we can transfer relevant papers on your written instructions where appropriate.
11 Insurer security
We use reasonable care when selecting insurers and intermediaries and may consider available financial information. We do not guarantee the solvency of an insurer or intermediary and are not responsible solely because an insurer or intermediary becomes insolvent or delays or fails to pay a claim. You may remain liable for premium in accordance with the policy despite an insurer’s insolvency. Please ask if you want to discuss insurer security.
12 Data protection and confidentiality
We will handle personal information confidentially and in accordance with applicable data-protection law. We may use and share information where necessary to arrange, administer or renew insurance, handle claims, prevent or detect fraud, meet legal and regulatory obligations, and operate our business. Recipients may include insurers, intermediaries, claims handlers, loss adjusters, payment or finance providers, fraud-prevention bodies, regulators and professional advisers.
Insurance arrangements may require us to process special category personal data, including health information, and criminal offence data. Our Privacy Notice explains the purposes and lawful bases for processing, who may receive information, retention, international transfers and your rights. Please ensure that any information you provide about another person is supplied lawfully and that they are made aware of our Privacy Notice where appropriate.
13 Fraud prevention and insurance databases
Insurers and other participants in the insurance market may check information against claims, underwriting, motor-insurance and fraud-prevention databases and may share information with those databases, law-enforcement bodies and regulators. The relevant insurer’s privacy notice and policy documentation explain its use of information. You must provide accurate information; suspected fraud may be investigated and may affect cover or claims.
14 Complaints
We aim to provide a high standard of service. If you are dissatisfied, please contact the Director:
Insurance ANSweR 291 High Road Leyton London E10 5QN Telephone 07957 121210 or 02036 171710
We will acknowledge your complaint promptly, investigate it fairly and keep you informed. We will send a final response as soon as practicable and normally within eight weeks of receiving the complaint. If we cannot provide a final response within that period, we will explain why and tell you when we expect to do so.
If you remain dissatisfied, or if eight weeks have passed without a final response, you may be eligible to refer the complaint to the Financial Ombudsman Service. Eligibility and time limits apply; a referral will normally need to be made within six months of our final response. The Ombudsman’s service is free. Further details are available at financial-ombudsman.org.uk. Our full complaints procedure is available on request.
The insurer and any other intermediary involved may operate their own complaints procedures. Their details will appear in the relevant documentation.
15 Financial Services Compensation Scheme
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation if we cannot meet our obligations, depending on the type of business, the circumstances of the claim and the Scheme’s eligibility rules. For insurance distribution, compulsory general insurance is generally protected at 100% and other eligible general insurance at 90%, without an upper limit. Further information is available from the FSCS at fscs.org.uk.
16 Conflicts of interest
Circumstances may arise in which our interests, or those of another customer, insurer or intermediary, conflict with your interests. We maintain arrangements to identify and manage conflicts fairly. If our arrangements are not sufficient to prevent a material risk of harm, we will disclose the nature and source of the conflict before undertaking the business or, where appropriate, decline to act.
17 Communications and document delivery
We may communicate and provide documents by post, email or another durable medium agreed with you. You must tell us promptly if your contact details change and take reasonable steps to protect the security of your communications. If you require documents in another accessible format, please contact us.
We may retain a certificate or other policy document only where lawful and appropriate, for example while payment remains outstanding, but we will provide sufficient evidence and details of cover where required.
18 Termination of our appointment
You or we may end our appointment by giving reasonable notice, subject to any continuing obligations, policy terms and outstanding amounts. Ending our appointment does not itself cancel an insurance policy. We will reasonably assist with an orderly transfer of servicing arrangements, subject to legal, regulatory, confidentiality and payment requirements.
19 Governing law and legal rights
These Terms are governed by the law of England and Wales. The courts of England and Wales will have jurisdiction, except where applicable law gives you a right to bring proceedings elsewhere. Nothing in these Terms excludes or restricts any duty or liability that cannot lawfully be excluded or restricted, or affects any statutory rights you may have.