Unoccupied Direct is a trading name of Unoccupied Direct Limited. Unoccupied Direct Limited is
authorised and regulated by the Financial
Conduct Authority. Firm Reference Number: 797627. Registered Office: The Walbrook Building, 25
Walbrook, London EC4N 8AW. Registered
in England & Wales. Company Number: 10621712. Unoccupied Direct Limited is part of the Gallagher
group of companies.
Our service is to offer Unoccupied Direct products only, which are underwritten by certain
underwriters at Lloyd’s. You will not receive
advice or recommendations from us. We will ask you certain questions to find out which of our
policies best meets with your requirements.
You will then need to make your own choice about how to proceed.
In the event of a claim arising where the policy is underwritten by certain underwriters at Lloyd’s,
then we will handle the claim on behalf of the underwriters.
Please be aware that we may arrange insurance for you through Pen Underwriting Limited which is a
company in the Gallagher group
that acts on behalf of a number of insurers. Where we use other Gallagher companies to place your
insurance, we always aim to treat you
fairly and we manage all potential conflicts in accordance with our Terms of Business.
Other circumstances may arise where there is the potential for a conflict of interest between us
(including our managers, employees or
agents) or another of our group companies and you, or between you and another of our clients. We
never deliberately put ourselves in a
position where our interests, or our duty to another party, prevent us from discharging our duty to
Quotations provided by us are guaranteed for a period of at least 30 days from the original
quotation date. This is subject to the information
provided by you not changing. The premium quoted by us is the total amount payable and will include
all insurance premiums, insurance
taxes and any administration fees. Cover is always subject to receipt of a satisfactory Statement of
Fact. If the Statement of Fact contains
information not previously disclosed, we may amend any terms or premiums or we may withdraw cover.
In deciding to accept insurance with us, and in setting the terms and premium, we rely on the
information you supply us. You must take
care when answering any questions we ask, by ensuring that all information provided is accurate and
complete. Failure to do so may result
in your insurance becoming invalid, and any claim being refused and not paid, or being reduced and
not paid in full. If we establish that
you carelessly provided us with false or misleading information, it could adversely affect your
policy and any claim. Should you have any
doubts at all regarding any of the information given, you should ask us.
Please remember that it is your responsibility to provide us with up-to-date, correct and accurate
information for the entire life of the
insurance policy, including when any policy is due for renewal. If you become aware that information
you have given us is inaccurate or
your circumstances change, you must inform us as soon as practicable.
We recommend you retain a copy of all information you have supplied to us in relation to your
All insurance premiums must be paid at the time of requesting cover, unless we agree to allow a
period of time for you to pay. If we do
allow a period of time for you to pay, then all payments must be made within this timeframe or the
insurance policy will be void.
It is your responsibility to pay any additional premium that may become due following an amendment
to the policy. These payments must
be made at the time of making such amendment, unless we agree to allow a period of time to pay. We
will raise an invoice and send it
to you when there is any additional premium to pay. Failure to pay any premium that is due within
the agreed time limits will result in the
insurance becoming void.
Renewal premiums must be received on or before the renewal date to ensure continuous cover, unless
we agree to allow a period of time
for you to pay. Any renewal that is not paid within the agreed timeframe will result in the policy
being lapsed or cancelled.
These payment terms apply at all times, unless we agree different payment terms with you or have
agreed to allow you more time in which
Client money is money of any currency that we receive and hold in the course of carrying on
insurance mediation on behalf of our clients,
or which we treat as client money in accordance with the client money rules. Client money will only
be held as agent on behalf of an
insurer or underwriter in accordance with a written agency agreement. This means that premiums paid
to us by you are treated as having
been received by the insurer or underwriter at the time you pay us.
You have the right to cancel a general insurance contract within 14 days of receiving the terms and
conditions. Providing you have not
made a claim or the property has not been sold, transferred or inherited, and the policy is
cancelled with effect from the start date of the
insurance cover, we will refund the premium in full, but not any credit card fees paid when
purchasing. We may cancel the insurance,
giving a valid reason for doing so by giving you 14 days’ notice in writing to your last known
postal address, confirming that all cover will
cease. In this event, we will refund your premium on a pro-rata basis. You may cancel the insurance
by giving us seven days’ notice in
writing. In this event, we will retain the policy setup fee, then refund your premium pro-rata less
an administration charge of £20, as long as
there have been no claims made or reported during the period of insurance.
No return of premium will be given if under £20 or if you elected to take a 3 or 6 month only
Our aim is to always ensure that all aspects of your insurance are dealt with promptly, efficiently
and fairly. At all times, we are committed
to providing you with the highest standard of service. To make or submit a complaint, you should, in
the first instance, contact Unoccupied
Direct by emailing us at
by writing to us at 4 Old Park Lane, London, United Kingdom, W1K 1QW, or
by telephoning us on 0800 015 2211. A copy of our complaints procedure is available upon request.
If you remain dissatisfied, you may refer your complaint to Lloyd’s Market Services and then to the
Financial Ombudsman Service (FOS).
Their details will be provided to you at the appropriate stage of the complaint process. The
complaint procedure is without prejudice to
your right to take legal proceedings.
Unoccupied Direct and Underwriters at Lloyd’s are covered by the Financial Services Compensation
Scheme (FSCS). You may be entitled
to compensation from the scheme if we or Underwriters at Lloyd’s cannot meet our obligations. If you
are entitled to compensation under
the scheme, the level and extent of the compensation will depend on the nature of the contract.
Further information about the scheme
is available from the Financial Services Compensation Scheme PO Box 300, Mitcheldean, GL17 1DY. Tel:
0800 678 1100 or 020 7741 4100.
When you first insure with us, you will be provided with the relevant policy wording with full
details of how to make a claim under our
insurance policies. When you first become aware of any incident that could give rise to a claim, you
should inform us immediately, this can
be done online at www.unoccupieddirect.co.uk
or by telephoning us on 0800 015 2211. You will be required to complete a claim form.
This can be done on our website by submitting an electronic claim form, or by downloading a claim
form to post back to us. We can also
post one out to you if required. Details of the claim will be passed on to the group claims
management company, Purple Bridge Claims
Management Limited who will handle the claim on our behalf.
We will issue renewal notices to you at least 21 days before the policy is due to expire. You are
required to confirm your acceptance of the
renewal by way of payment of the full annual premium as set out in the section Payment and premiums
above. Please remember that it is
your responsibility to ensure that all information detailed in the renewal document is correct, and
that any errors or incorrect information is
notified to us before your policy expires, so we can issue you with a correct renewal notice. If you
pay your premium by Direct Debit, your
policy will automatically renew with us. If you do not wish to renew, you must inform us so we can
lapse the policy.
You can make amendments and changes to your insurance policy at any time upon receipt of full
details from you. This can be done
via the Amend a Current Policy section of our website, verbally over the telephone, via email or
letter. An administration fee of £15 may
be charged and any additional or return premium will be calculated on a pro-rata basis from the day
the amendment or change takes
place, up until the expiry of the policy. If you wish to cancel your policy, you can do so at any
time by giving us seven days’ notice in
writing. Full details of our cancellation process can be found in the above section Cancellation
rights or in your policy wording.
We may charge an administration fee of up to £25 per policy at inception and renewal and we may
charge an administration fee of
up to £20 for any policy amendment or cancellation. This will always be clearly shown on your
documents and is always included in any
We will not retain or withhold your insurance policy documents. All insurance policies are issued in
full to you. When we first incept cover,
we will issue you with an annual Schedule, which provides details about the risk, along with the
relevant policy wording. All documents
issued to you should be kept together in a safe place and read as one continuous document. If you
amend your policy at any time, we
will issue you with a revised Schedule.
All telephone calls received or made by us may be recorded for monitoring and training purposes.
Unless otherwise agreed in writing, no term of this agreement is enforceable under the Contracts
(Rights of Third Parties) Act 1999. Activities
undertaken by us under this agreement are provided for your sole use, and you shall not be entitled
to permit third party access to this
information without our express written permission.
You or we may terminate our authority to act on your behalf at any time without notice period or
penalty. Notice of termination must be
given in writing and will be without prejudice to the completion of any transactions already
initiated. Any business currently in progress will
be completed unless we receive your instructions to the contrary. Any fees outstanding at the date
of termination will be due within four
weeks of the termination date.
We do not guarantee the solvency of any insurer we place business with. A liability for the premium,
whether in full or pro-rata, may arise
under policies where a participating insurer becomes insolvent. In the event that an insurer becomes
insolvent or delays making a claims
settlement, we do not accept liability for any unpaid amounts.
These terms and conditions shall be governed by and construed in accordance with the laws of England
and Wales, and the parties
submit to the exclusive jurisdiction of the courts of England and Wales.
All personal information held by us in relation to you will be treated with the utmost confidence
and, where appropriate, in accordance
with data protection legislation, including the General Data Protection Regulation. You confirm that
we may use and disclose information
for the purpose of providing insurance and handling claims, if any, which may necessitate providing
such information to third parties.
These may include regulatory bodies, loss adjusters or underwriters connected to your policy, along
with the group claims management
company, Purple Bridge Claims Management Limited, who handle claims on our behalf.
Your information may be passed to other companies within the group who may wish to contact you in
the future. Please contact us if you do not wish this to occur. Other than as stated, we will not
release information about you to anybody else or to any other company unless
we are legally obliged to do so.