UpSure's website terms of service.

Duties

As brokers, we will always put you first in providing information and advice as to the best insurance options available to you. We will assist you in achieving the best outcome on price, appropriate cover and claims. We will provide you with intermediated insurance services at the level and quality expected from a professional and regulated insurance advisor.

We will engage with you to determine your needs and requirements and find you the most appropriate options from our panel of insurers. Our services will only include general insurance advice and assistance.

We will not charge you to obtain insurance quotations. We use our intelligent systems and expertise when choosing which insurers to obtain quotes from based on the information you have provided. Our advisors will generally tell you which insurers were approached on your application, but you are welcome to ask them for more information.

There are cases where only one or two insurers will be approached based on your circumstances. Most circumstances will involve 3-5 quotes, with a large number involving the provision of up to 10 quotes. Market competition is a significant factor.

Contact us as soon as possible if you need cover for a risk or property that is not insured. If you need immediate cover, we are equipped with the staff, tools and systems to find cover that same day in many scenarios.

To arrange cover, we will need your instructions to place the policy. This can be given in writing or over the phone. Once you make a request, we will typically follow the process below.

We will contact you at least 14 days prior to the expiry date of any insurance policy which we arranged or last renewed for you.

We will let you know if your current insurer is not offering renewal, but you will need to provide your instructions if you wish to change insurers.

Your insurer may require declarations to be completed in order to provide renewal terms. These documents will need to be completed, signed and returned in a timely manner.

Each renewal is based on its own merits. Your policy may be renewed with your current insurer and rolled over if it is still the most competitive, but some renewals will require detailed review and a panel of insurers will be approached to make sure you are paying the right premiums each year.

Handling claims is our moment to highlight the advantages of working with a broker.

Consistent service

When we are your designated broker, expect the following.

• Timely responses to queries during business hours.
• Regular insurance needs assessment.
• Constructive advice tailored to your insurance demands.
• Face-to-face discussions, if needed.
• Efficient underwriting submissions and insurance term negotiations.
• Renewal reminders, reviews for uninsured risks, and status updates on insurances and claims.
• Insurance placement and confirmation.
• Premium calculation, invoicing and collection.
• Expert review of insurance setups during significant changes or at scheduled reviews.
• Claims management support, if required.

Cancellation protocols

• Written requests are the sole means we accept for cancellations.
• Insurance contracts can only be terminated upon written directives from every named insured party, excluding those under the Marine Insurance Act 1909.
• For mid-term insurance cancellations, the net premium refunded will come from your insurer. Our commission, fees or charges related to insurance or premium funding will not be refunded.
• No extra cancellation fees will be imposed by us.
• If you have opted for premium funding and decide on a mid-term cancellation, the premium funder will levy full interest, as stipulated in the loan application form. This may also influence the refund amount you receive, often making it significantly less than a pro rata calculation. Before replacing or cancelling a policy, a consultation with us is recommended so you understand the potential implications.
• Reach out during business hours for a detailed explanation on cancellations tailored to your situation.

Disclosure obligations

Please ensure you provide thorough and precise information about the risk you wish to insure. Inaccurate data might lead to inappropriate advice. Notify us of any changes in your situation to ensure your insurance remains fitting.

• Before acquiring an insurance policy, notify the insurer of any known information that might influence their decision.
• This duty applies until the insurer agrees to cover you and is also relevant during renewals, extensions or reinstatements.
• You do not need to inform the insurer about risk-reducing factors, common knowledge, what insurers already know, or any details they have exempted.

If you omit necessary information, the insurer might terminate your contract, decrease your claim amount, or both. Fraudulent failures can result in the insurer denying claims and nullifying the contract.

Consumer insurance contracts from 27 September 2021

If you are applying for a consumer insurance contract from 27 September 2021, your duty shifts from one of disclosure to taking reasonable care not to make a misrepresentation. This applies to policy renewals, changes and reinstatements. Misrepresentations include false or incomplete answers, or those not reflecting the truth.

• Carefully consider each question before responding. Seek clarity if unsure.
• Answer every question honestly and comprehensively.
• Review your insurance application diligently. If assisted, verify all answers.

Working with us

We are here to serve your best interests in all insurance matters, making our collaboration paramount for desired outcomes. Respond promptly when we reach out, as it ensures your insurance aligns with your needs.

• Foster a sincere relationship with both us and your insurers.
• Relay all pertinent information about your insurance requirements.
• Complete and sign proposal forms in a timely manner, ensuring accuracy.
• Review documentation meticulously to avert discrepancies.

If alterations are necessary, notify us forthwith.