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Autoline Insurance Group - Terms of Business

FCA Register No. 300071               

Email: enquiries[AT]autoline[DOT]co[DOT]uk

The Financial Conduct Authority  

The Financial Conduct Authority is the independent watchdog that regulates financial services. Autoline Direct Insurance Consultants Limited trading as Autoline Insurance Group is authorised and regulated by the Financial Conduct Authority. Our FCA Registration number is 300071 and you can check our status at or by contacting the FCA on 0800 111 6768.  Our permitted business includes advising, arranging, dealing in and assisting with the placing and administration and claims handling of all types of General Insurance policies.

We can act both as agent of insurer, and on behalf of you, the customer. We have in place management controls to deal with any conflicts of interest that might arise. Unless we advise you otherwise, we are acting on your behalf. We will ask questions to enable us to assess reasonably your insurance requirements, this may include checking information that we already hold about you and your existing insurance arrangements with us and other parties. We normally select insurance products from a range of Insurers, Underwriting Agencies and Specialist Brokers, but for some products we may only deal with a single Insurer or select from a limited range of Insurers. We will advise you if this is the case. Our service includes: advising you on your Insurance needs; arranging your insurance cover with Insurers; helping you with any subsequent alteration to the Insurance which we have placed on your behalf; dealing with claims on your behalf. In respect of policies purchased through our website you will not receive advice or a recommendation from us and you will then need to make your own choice regarding the suitability of products offered and about how to proceed. Guidance on the circumstances in which any policy is likely to meet customer’s needs, will be confirmed in a demands & needs statement with the quotation.

Personal Insurance Charges 

The remuneration we receive for our services is a percentage of the Insurance Premium (known as brokerage or commission). Commission, brokerage and fees are earned for the policy period and we will be entitled to retain all commission, brokerage and fees for the full policy period in respect of any policies which are cancelled mid-term, and where refunds are allowed for reduction in cover.  We reserve the right to charge a fee in addition to the Insurance Premium for the arrangement, amendment, renewal or cancellation of any Policy. These fees are in respect of Personal Insurance only and are as follows:                                                           

Arranging New Policies
£25.00 Home £15.00

Mid Term Adjustments

£25.00 Home £15.00

Mid term cancellations

Replacement/duplicate certificates or cover notes

Original Documents - Dual Delivery to Electronic Vault & Postage, a charge of £5.00 applies in addition to the above charges.

Data Handling Fee – Telematics policies are subject to a fee which will be made known to you before the business is transacted.

Personal lines/Retail policies cancelled during the ‘Right to Cancel’ period will be subject to an administration charge of £15.00, in addition to the premium charged by the insurer for the period of cover provided.

Occasionally we may arrange a policy on which we earn no commission (a ‘net-premium policy’) and in these cases we will advise you of the arrangement fee before you take the policy out. Specific charges, which apply to individual policies will be shown on the Initial Disclosure Document applicable to that policy. The specific charge and purpose of any additional charges will always be advised to you in advance.

Commercial Insurance Commission and Charges 

Our remuneration is mainly by commission paid by the insurers. However we may offer services which require a higher level of remuneration than the commission which some insurers pay or we may have to place your insurances through an insurer or underwriting agency or Lloyd’s broker who will only pay us a percentage of the insurer’s commission or no commission at all. In such circumstances we reserve the right to make charges in addition to any insurance premiums, for the arranging, amending, renewing and cancellation of any policy of insurance. We will advise you in writing of these charges before you purchase the insurance and the charges will be clearly shown in our letter advising you of the insurer’s terms and on any invoice. Commission, brokerage and fees are earned for the policy period and we will be entitled to retain all commission, brokerage and fees for the full policy period in respect of any policies which are cancelled mid-term.  Prior to the conclusion of each insurance contract, or upon renewal, we will remind you of your right to be advised of the level of commission which we receive from underwriters. You are entitled, at any time, to request information regarding any commission which we may have received as a result of placing your insurance business.

Information on how we treat Payments You Make to Us

Under the terms of our agreements with the Insurance companies with whom we place business, we normally receive premiums you pay to us as an Agent of the Insurer. All insurance premiums you pay to us are protected in a Non-Statutory Trust Account until we pay insurers. We may use premiums kept in this account to provide credit to our customers, and, as a result we maintain additional capital resources and strict credit-control and monitoring procedures, as required by the FCA.  We do not pay any interest on premiums held by us in the course of arranging and administering your insurance.

Non-Statutory Trust 

The aim of the trust is to protect the client in the event of the failure of the firm, or the failure of the bank or a third party where the money may be held. In such a circumstance, the firm’s general creditors should not be able to make claims on client money as it will not form part of this firm’s property.

The FCA require that Firms wishing to operate non-statutory trusts have adequate resources and they set a higher capital requirement for the Firm. The FCA also require an independent audit concerning the adequacy of the Firm’s systems and controls. The fact that we will hold money on trust gives rise to fiduciary duties which will be owed to you until the client money reaches the insurer or product provider.  We believe this flexibility is in the best interests of our clients.  If we do not hear from you to the contrary then we will consider that you are in agreement to us keeping your money in a non-statutory trust.


We always endeavour to provide a first class service. However, should you have cause for complaint, you should, in the first instance, contact us by telephone (028) 3026 6333, by fax (028) 3026 3505 or in writing to the following address:,

Julie Gibbons, Autoline Insurance Group, Ashtree Enterprise Park, Rathfriland Road, Newry, Co Down, BT34 1BY or by email to

If we are unable to resolve the issue to your satisfaction by the end of the next business day, we will formally investigate the matter. You will receive an acknowledgement of the matter together with a copy of our complaints process promptly and certainly within 5 working days. We will keep you informed of the progress of your complaint and aim to make a final response within eight weeks, or keep you informed as to why this is not possible. In the event that your complaint relates to activities or services provided by another party, we will ensure that your complaint is appropriately forwarded in writing, and will track the progress of the complaint and responses of that party.

After our final response has been issued, if you still cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service for an independent assessment and opinion.  The FOS Consumer Helpline is on 0800 023 4 567 or

0300 123 9 123 and their address is: Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Financial Services Compensation Scheme (FSCS) 

We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.  Insurance advising and arranging is covered for 90% of the claim, without any upper limit.  For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit.  Further information about compensation scheme arrangements is available from the FSCS helpline on 0800 678 1100 or 020 7741 4100 or their website (http:/

Right to Cancel (Applicable to Personal Lines/Retail customers only) 

You have a legal right to cancel your policy for any reason, subject to no claims having occurred, within 14 days of receiving the full terms & conditions. You will always be advised where this Right applies. A charge will apply for the period of cover provided and, in addition, we make an administration charge as detailed above.   If you wish to cancel a policy you must advise us in writing, prior to expiry of the 14-day cancellation period, to our usual office address.


We will assist you in the conduct and negotiation of claims. All incidents likely to give rise to a claim must be notified to us immediately. We will advise you of the appropriate action to be taken. In relation to liability and Motor Insurances especially, you should not admit liability and third party correspondence should be sent to us immediately, without acknowledgement.  If our appointment as your broker is terminated or not renewed then we reserve the right to charge an additional or separate fee for any ongoing claims services performed from such date as the existing appointment terminates. 

Payment Options 

We normally accept payment by guaranteed cheque or a range of credit/debit cards and BACS. You may be able to spread your payments either through Autoline’s instalment scheme or with selected insurance premium finance companies. We will give you full information about your payment options and the appropriate finance agreement when we discuss your insurance in detail.  Please Note: Your policy cover will cease if you fail to keep up payments on an instalment agreement or premium finance facility related to it.

Language Used 

The English language will be used for all communications, the contractual terms and conditions, and any information we are required to supply to you, before and during the duration of the contract.

Governing Law 

This agreement shall be governed by the Laws of The United Kingdom of Great Britain and Northern Ireland and the parties agree herewith that any dispute arising out of it shall be subject to the jurisdiction of the English and Northern Irish Courts. 

Your Duty to Give Information  

Consumers(contract is for private use) 

When applying for or amending your policy we and/or your insurer will ask questions to assess the risk prior to agreeing cover.  It is your duty to answer all questions honestly and reasonably.  These questions are designed to obtain a full picture of the nature of the risk to be insured, and only by asking such questions and receiving answers which are given honestly and with reasonable care, can we or the insurer be in a position to offer terms which are designed to meet your demands and needs.

Commercial Customers 

It is important that you understand your duty to disclose all materially important information, fully, completely and accurately to us and your insurers, not only when you take out your insurance, but also throughout the term of your arrangement, at the annual renewal or at any other time when changes occur.   Materially important information is any information that could influence an insurer’s decision to accept your risk, or indeed the cost of your insurance.  Eg. Previous losses or claims incurred by you, criminal convictions (including personal convictions).  General risk information to include construction of a building, accurate sums insured etc.  If you are in doubt about how much information to provide or do not understand the question please ask. 

Insurance Act 2015 – applicable to Commercial Policyholders – additional obligations

Fair Presentation of Risk to the insurer.  

The objective of a fair presentation is to give the insurer all the information they might need to quote a premium and decide what terms to offer you.  Answer questions carefully and tell things that will increase the risk of a loss; your plans for the business; any unusual processes or system that are not normal for the trade; why you are changing insurers (if that is the case).  Consider all the insurer will want to know about the firm to include convictions, bad debts, court judgements, censure or accusations by authority, investigations by authority etc.  The point about the fair presentation is that it is far better to get everything out at the time of quotation than to let the insurer find things out at the time of a claim.  A Reasonable Search – the discipline created by the Act is a good one in that you are required to make enquiries of anyone who might be able to give material information.  This will include Directors, senior management, shop floor managers and agents of the firm such as solicitors or accountants.  

Consequences to all – Consumers and Commercial Customers 

Failure to act as described may leave you with no insurance protection, insurers may not pay a part or all of your claim, and may cancel your policy.  You may find it difficult to re-arrange cover because you did not tell an insurer everything*, and you will have to disclose this fact when you reapply for insurance.  (*Consumers – this applies to everything asked).