Unoccupied Direct is a trading name of Unoccupied Direct Limited, who are authorised and regulated
by the Financial Conduct Authority under Firm Reference Number 797627 Registered in England and Wales.
Reg No. 10621712 Registered address: 4 Old Park Lane, London, United Kingdom, W1K 1QW.
Unoccupied Directs permitted business is arranging insurance.
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.
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 to pay.
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 firstname.lastname@example.org, by
writing to us at 4 Old Park Lane, London, W1K 1QW or by telephoning us on
0800 015 2211. A copy of our complaints procedure is available upon
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
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, 10th Floor, Beaufort House, 15
St.Botolph Street, London,EC3A 7QU, Tel; 0800 678 1100, website; www.fscs.org.uk.
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.
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 aCurrent Policy section of our website, verbally
over the telephone, via email or letter. An administration fee of £20 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 quoted premiums.
We do not charge any fees for paying by credit or debit card.
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 revisedSchedule.
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 andWales.
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
Your information may be passed to other companies within the group who may wish to contact you in
the future, with your consent. Please inform 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.