Frequently asked questions

Visit our complaints page to raise a complaint and read about our complaints process.

When making a complaint, provide your full name, policy number, claim number if applicable, and full details of the issue and your desired resolution.

Check our complaints process for more information.

You’ll hear from us within 3-5 business days to discuss the nature of your complaint. Should we be unable to come to a resolution in that time, we will send a final resolution letter within 8 weeks following receipt of the complaint.

If we can’t give you the outcome you’re looking for, you can refer the problem to the Financial Ombudsman Service for an impartial review.

More information about the ombudsman and the type of complaints they can review is available via their website, www.financial-ombudsman.org.uk.

You can also contact them as follows:

Telephone: 0800 023 4567 (free on mobile phones and landlines)
Email: complaint.info@financial-ombudsman.org.uk
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

You must contact the FOS within 6 months from date of our final resolution letter in order for them to review your complaint.

Yes! Just log on to your customer portal.

Yes! Just log in to your customer portal.

Log into your customer portal, where you can view and change your contact info.

Access all your details in your customer portal.

Just log in to your customer portal 🙂

Visit your customer portal and on the login page, select “forgot password?”. You should be able to reset your password and access your details.

Not at this moment…. but maybe sometime in the future!

You can view and download all your insurance policy documents – policy schedules, certificates and receipts.

Yes! Our customer portal allows you to upload documents and communicate with our claims team to notify us of a claim. Once you’ve notified us, we’ll contact you either by phone or email. We’ll also update the portal with the status of your claim.

It’s important to report a claim as soon as possible.

Timely reporting helps in the assessment and resolution of your claim, and it may be a requirement in your policy, so check your policy documents.

Visit our make a claim page for options on how log a claim. Our claims department will guide you through the process and provide you with the necessary forms and instructions.

The timeline can vary based on the complexity of the claim. Our goal is to resolve claims as quickly as possible, and we will keep you informed throughout the process.

While some claims can be resolved relatively quickly, more complex claims may take longer. We aim to provide updates and communicate with you during each stage.

You will need to provide a description of the circumstances, and any relevant supporting documentation that we request.

Our claims team will guide you through the process, so don’t worry if you don’t have all the information at the beginning.

Professional Indemnity insurance (also known as professional liability insurance) is a commercial insurance policy that protects you from professional negligence claims made by clients during the course of business.

No legislation makes professional indemnity cover compulsory, but many clients and recruiters stipulate that a policy is required. You may also have to show confirmation of insurance.

Professional Indemnity insurance covers professional negligence, loss of private data or documents, loss of money or goods, defamation and breaching copyright or confidentiality.

Public liability cover is essential to protect your business against injury and property damage claims from members of the public. It covers bodily injury or property damage to a third party, compensation payments, repair costs, professional fees and medical fees.

Public liability isn’t a legal requirement, but if you need to be part of a supervisory body or trade organisation, it may be a condition of membership. Additionally, you could need a policy to qualify for a contract from a client or recruiter.

This really depends on how exposed you are to the risks of a claim, from third parties or members of the public.

You should spend time considering the appropriate level of public liability coverage necessary for your business.

No. Public liability isn’t a legal requirement, but if you need to be part of a supervisory body or trade organisation, it may be a condition of membership. Additionally, you could need a policy to qualify for a contract.

Yes, there are standard exclusions like contractual liability, pollution, professional services, aircraft, vehicles, war, nuclear, asbestos and prior known claims may be excluded.

Short answer:
Yes, if have employees.

The long(er) answer:
As a contractor, you may think, “I’m not an employer, so I don’t need employers’ liability cover”. It may not be that simple, however. For instance, if your spouse looks after your accounts, does clerical work for the business, employers’ liability insurance could be essential.

Employer’s liability insurance provides compensation if an employee suffers an occupational injury, illness or disease related to work. It pays damages awarded if you’re found legally liable.

Short answer
From £50 + Insurance Premium Tax depending on risk.

The long(er) answer
Premiums start around £50 but vary based on business activities, claims history and number of employees.

Short answer
Common exclusions apply.

The long(er) answer
Conditions and exclusions apply in respect of work involving the use of heat, working at heights in excess of 5m and offshore activity.

Short answer
D&O insurance covers company directors and officers against compensation claims should allegations of wrongful acts be made against them.

The long(er) answer
D&O insurance covers directors and senior officers from financial mismanagement, company law breaches, health and safety regulations, legislative contraventions, defamation and negligence.

Short answer
D&O insurance is not required by law in the United Kingdom.

The long(er) answer
D&O insurance is not required by law in the United Kingdom, but D&O insurance covers risks that other insurance products don’t cover, which could leave directors and executives exposed.

D&O insurance should also be considered for limited company businesses, as if a customer or client sues, the director(s) could be personally liable.

Short answer
If you have directors and officers in your business, then it’s well worth considering.

The long(er) answer
D&O insurance can help protect you and your business from a variety of claims, including those made by employees, members of the public
investors, regulators, suppliers and contractors.

It’s not a legal requirement, but should be considered especially if your business is a limited company, as your directors can be held personally responsible.

Short answer:
Personal accident cover is not a legal requirement in the United Kingdom.

The long(er) answer
Occupational personal accident insurance pays you a weekly benefit if you can’t work because you were injured while doing your job or commuting to and from a place of work. If you can’t continue to work, or worse, the policy pays a lump sum out to you or a designated individual.

Pre-existing conditions are excluded. Non-work related accidents are excluded, as are pre-existing conditions and high-risk activities.

Occupational Personal accident insurance starts from £50 + Insurance Premium Tax, but varies depending on your personal circumstances.

Legal Expenses insurance provides cover to protect your business in the event of legal action. Tax, VAT, NIC investigation, Jury Service, Debt recovery and Contract disputes are included.

Short answer
IR35 Investigations, Legal Expenses for Tax, VAT, PAYE and NIC investigations, Contract Disputes, Jury Cover, Debt Recovery, Identity Theft, Personal Injury.

The long(er) answer
The policy covers professional fees incurred to defend HMRC enquiries, such as VAT, PAYE, or NIC.
Legal defence and other professional fees up to £100,000 are covered if you are subjected to an IR35 enquiry by HMRC under the off-payroll working rules.

Short answer
We think legal expenses cover is well worth considering.

Long(er) answer
There is no legal requirement to have it, but legal expenses could protect you where other insurance products don’t.

From £74.50 a year (£6.21 a month).

Short answer
Pre-existing issues are excluded.

The long(er) answer
Our legal expenses insurance have a number of exclusions, including divorce, separation and family law, wills, probate or trust(s).

Short answer
IR35 is a UK tax regulation that determines the tax liability of a person working as contractors or freelancers and insurance can help protect you against investigation.

The long(er) answer
IR35 is the common term for the more official sounding “off-payroll working rules”.

Initially introduced in 2000, IR35 assesses whether a contractor is genuinely working as a contractor, rather than as a “disguised employee”.  In the latter case, contractors disguised as employees were paying less tax…so you can imagine what the government thought about that.

From 6 April 2021, the responsibility for determining whether IR35 rules apply lands at the door of the end-user client, but many contractors still have the responsibility and liability for IR35 under Chapter 8 ITEPA 2003 (the original IR35 legislation).

So, being protected against often (very) expensive fees to defend your tax position, and insured if you lose in a court case with the HMRC, means IR35 cover is well worth considering.

Short answer
If you are contractor, it’s highly likely.

The long(er) answer
Yes, if you are a contractor that provide services to a client through an intermediary, or a client or agency provides/receives services from a worker through an intermediary.

Legal expenses and IR35 cover starts from £199.50 a year (£16.63 a month).

You can – and there’s no penalty if you do so… except you might break our heart. 😢💔

But wait! 💐
Before you cancel, please let us know the reasons so if there is a problem, we can try and resolve it.

Contact us and we’ll do our best to put things right.
Really not happy? Use our complaints process to help us be better and see if we can solve the problem.

Still want to leave?
Just log into your customer portal to cancel your policy.

Before you go… 😢
Cancelling your business insurance could leave you open to risk – so please make sure you have the cover you need – even if its not with us!

Any premium refunds due when cancelling or changing a policy are typically processed and returned to the card which made the payment within 3-5 working days.

Remember, we want to do everything we can to make sure you’re happy, so if there’s a problem, we’ll do our best to sort it. Contact us or raise a complaint and we’ll try and resolve the problem.

Not at this time but watch this space 🚀

Yes, for your convenience, we automatically renew policies at the end of their term unless you inform us otherwise. We notify you in advance and you can always opt out of auto renewal.

There are many factors that affect the price we offer you at renewal, and while we try to keep our prices low, renewal prices can be higher than prior terms for many reasons like rising claims costs, increased risk, inflation and other factors.

Yes, before your renewal date, just update your details in your customer portal.

Not at this time but watch this space 🚀

We want to break the endless cycle of the insurance renewals process and make existing customers feel loved. So on top of great business insurance at really competitive rates when you join us, we offer you additional benefits as an ongoing rewardsme customer.

We think you deserve more, and we don’t think you should pay for it!

Yes, in the sense that you are not obligated to take any offer, it won’t affect the cost of your policy with us, and any offer, discount or benefit you take will be yours and yours alone – we don’t gain any kick back or commission at all from these loyalty partners.

Of course, if you take up an offer from one of our partners, there is usually a cost associated with this – however by using the promotional link we send you, you’ll get access to discounts you wouldn’t get if you approached the company directly.

A bit of background….

Most of our benefits we offer to you are agreements we’ve made with great companies who want you to join them as a customer.

Usually, when a company like ours introduces (or refers) you to a partner, we would normally be paid a commission (or referral fee) – but with our loyalty program, we asked every loyalty partner to give you, the customer, the end benefit, not us.

So, none of our promotional offers make us any money – our only goal is to provide all rewardsme members as much as value as we can, for as long as you have an insurance policy with us.

As most of our perks are introductions are to third party company offers, if you take up any of these offers, your contract or agreement for those offers will continue with you and that company.

So, if you cancel your rewardsme policy, your Coffee Club membership will end, but any other perks will continue.

Please note: each company has their own terms and conditions for what they are offering you and what you are agreeing to – so please make sure you check their terms before signing up or cancelling.

Coffee Club is a members only discount scheme that gives you up to 25% off hot and cold drinks in thousands of shops across the UK.

The Coffee Club discount applies to all standard sized barista made drinks (like coffee, tea, hot chocolate), whether eating in or taking out.

You can order as many barista made drinks as you like 7 days a week!

Couple things to note:

Additional shots, ices, milk alternatives are not included so you’ll likely pay extra for these. If you upgrade to a a bigger/smaller size it may not be included in the discount. Oh and Caffè Nero discount is redeemable max twice a day.

As a rewardsme policy holder, you are automatically enrolled into Coffee Club, free of charge!

Once you have passed your cooling off period with us, we will send you an email with a unique redemption code.

All you need to do is download the Coffee Club app from the Apple Store or Google Play store, and enter your redemption code when you register.

The app can be downloaded from the Apple Store or Google Play store.

Yes, as a rewardsme member (policy holder), we give you a year’s worth of Coffee Club for nothing. It doesn’t affect the cost of your insurance premium and we aren’t hiding the costs into any other part of our business (as a mainly online company, we save money on overheads and other costs).

If you are not a rewardsme member, Coffee Club is currently £24.99 annually, or 2.99 a month. You can check out the latest prices on their website: https://www.coffeeclub.co.uk/subscribe.

Once you’ve downloaded the Coffee Club app, registered for a free Coffee Club account and entered your redemption code, you can search for participating stores in your area. Once you’ve found a local coffee shop, you’ll be able to generate a QR code that can be scanned at the till – which will instantly discount your drinks order!

Please note: make sure you have got your QR code ready to scan before you order.

Your free access to Coffee Club will be cancelled 😭 however, you can sign up for Coffee Club – it costs £24.99 annually or 2.99 a month.