About Home & Legacy (Terms of Business)

Terms of business

Please read this information carefully. It sets out the terms on which we agree to act for our customers and contains details of our regulatory responsibilities. These Terms, dated February 2016, remain in force until further notice. By asking us to quote for, arrange or handle your insurances, you are providing your informed agreement to these Terms of Business.

1. The Financial Conduct Authority

The Financial Conduct Authority is the independent watchdog that regulates financial services. Use this information to decide if our services are right for you.

2. Home and Legacy Insurance Services Limited

Home and Legacy Insurance Services Limited, registered in England No. 3007252, registered address, 57 Ladymead, Guildford, Surrey, GU1 1DB United Kingdom.

3. Who Regulates Us?

Home and Legacy Insurance Services Limited is authorised and regulated by the Financial Conduct Authority, Financial Services Register number is 307523. Our permitted business is the sale and administration of non-investment (general) insurance contracts.

4. Ownership

Home & Legacy Insurance Services Limited is a wholly owned subsidiary of Allianz Holdings plc.

5. The Products We Offer

We offer our own insurance products:

  • Principal Home, Prestige Home, Ultra Home and Ultimate Home - home buildings and contents insurance. In conjunction with our home buildings and contents insurance policies we offer Building Works Insurance - cover for building works such as extensions or erection of new buildings at the home and Worldwide Multi-trip Travel, an annual multi -trip travel insurance.
  • Premier & Ultimate Motor - private motor insurances.
  • Prestige Landlord, Ultra Landlord, Landlord Legal Expenses, Landlord Rent & Legal Protection and Tenants' Contents - insurances for residentially let property; buildings and contents; loss of rent (following tenant default) and legal expenses.

Some of our products are underwritten by a panel of insurers, others by a limited range or a single insurer.

We have delegated underwriting authority from most of the insurers we deal with. This means that we have authority to agree cover, issue policy documentation and renewal documentation on their behalf up to agreed levels of authority. We are not contractually obliged to offer insurance in this way.

We also offer products from a single or limited number of insurers for:

  • Craft insurance
  • Household insurance - for risks that we cannot accommodate under our own products
  • Motor insurance - for risks that we cannot accommodate under our own products

Ask us for a list of the insurers.

6. The Service We Provide

For products purchased on our website at www.homeandlegacy.co.uk you will not receive any advice or a recommendation from us. We may ask you some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed.

For telephone sales (this includes when we contact you to discuss information that you have entered into our website forms) we will advise and make a recommendation for you after we have assessed your demands and needs.

Our service includes arranging your insurance cover with insurers to meet your requirements and helping you with any ongoing changes you make.

Please note we act as your agent when recommending the most appropriate product. When we are arranging your insurance, where we have delegated underwriting authority from the insurer concerned, we act as agent of the insurer.

Our selection of insurers takes into account their financial standing and our understanding of market conditions. Our assessment is subjective and we cannot guarantee the future ability of any insurer to meet its obligations.

Insurance Comparison Websites

If you are introduced to us by an insurance quotation comparison technology system operated on a website hosted by another party, we cannot and do not accept responsibility for any premium indication displayed. The premium indicated should be used solely to help you to consider whether we are likely to be able to offer a competitive premium. If you express interest in our insurance products the information you entered into the form on the insurance comparison site will be passed to us. We will then contact you directly to go through the information you gave and we will advise and make a recommendation for you after we have fully assessed your demands and needs. We cannot guarantee that we will be able to offer you a firm quotation or provide insurance cover.

7. Policy Documentation

We will issue all documentation to you in a timely manner. This will normally be within 7 working days of the contract of insurance being concluded. Where we have given a recommendation we will enclose a statement of demands and needs with your documentation. You should read this carefully as it will set out the reasons for our recommendation.

8. Mid-Term Changes

If we are asked to make a mid-term adjustment to your policy and the terms and conditions have changed since you commenced or renewed your policy, we will provide you with a written explanation for the changes to those terms and/or conditions, when confirmatory documentation is sent to you. We reserve the right to charge an administration fee. (See Section 12 below headed ‘Cost of our Services’)

9. Renewal/Automatic Renewal

You will be provided with renewal terms no less than 21 days before expiry of the policy, or notified that renewal is not being invited. Attached to the renewal terms will be a statement of any changes to the terms of the policy, statement of price and information about cancellation rights. You will be given an explanation of any changes which may appear in your policy and you will be advised of your right to request a new policy wording. If you pay your premium using premium finance facilities we offer, we will contact you before your policy expires with full details of the premium and terms. If you do not want to renew your policy, or do not want to continue to pay your premium by instalments you will be asked to contact us with clear instructions. If you do not respond to our request on or before your renewal date we will automatically renew your policy. This means that the insurance will continue to be provided to you and you will be obliged to continue to pay for the insurance.

10. Documentation

It is our policy to retain documents for business effected on your behalf in electronic or paper format only for as long as it is necessary to meet regulatory and/or insurers’ requirements. For some types of insurance cover it is possible that a claim may be made under a policy long after its expiry date and it is therefore important that we and you keep such documents safely.

11. Claims

We have delegated claims authority with most of the insurers that we deal with, up to agreed limits. If you are unfortunate and have to make a claim, we will act, agree and settle claims within the agreed limits directly with you. For claims that exceed the agreed limits, or where we do not have delegated authority, you will deal directly with the insurer’s representative and/or insurer concerned. In those circumstances we will provide you with the insurers’ contact details. You must notify us as soon as possible of a claim or circumstances which may result in a claim. Full details of how to claim can be found in your policy wording. We will provide you with assistance in dealing with and/or submitting a claim. However in the event that an insurer becomes insolvent or delays making settlement we do not accept liability for any unpaid amounts.

12. The Cost of Our Services

We make charges for some of the services we carry out. We have produced this information so that you may take these costs into consideration when using our services.

Information about cancellation fees

If you cancel your policy we may charge you a fee to cover the cost of our administration.

Information About Cancellation Fees


Cancellation Charge

Principal Home


Prestige Home

Ultra Home

Ultimate Home


Premier Motor

Ultimate Motor


(if a single vehicle insured throughout the entire period of insurance.)


(if multiple vehicles insured or insurance was provided for multiple vehicles at time during the period of insurance)

Ultra Landlord

Prestige Landlord

Landlord's Rent & Legal Protection

Landlord's Legal Expenses


Tenants' Contents


Mid-Term Policy Adjustments

For some products we may apply a charge of up to £15.00 for any adjustments you make to your policy to cover our administration costs.

Card Payments

We charge an additional 2.5% for premium payments made by credit or American Express card.

We do not charge for payments made by direct debit.

13. Premium Finance

Home & Legacy acts as a credit intermediary and offers premium finance loans from Close Brothers Premium Finance a third party finance provider. In order to be able to introduce you to Close Brothers Premium Finance we are regulated by the Financial Conduct Authority.

A premium finance loan allows you to spread the cost of your insurance premium. The loan itself includes the insurance premium and interest. The rate of interest charged and the term of the loan varies by product. A commission is paid to us for introducing business to Close Brothers Premium Finance and this is included within the interest charge. We will give you full information about the premium finance facility when we discuss your insurance in detail, including the charges/interest payable.

Before committing to a loan it is important to ensure that you can afford the monthly instalments. Should you default on your loan agreement a default fee of £30 will be charged when collecting the arrears. Default could result in cancellation of your loan, your insurance policy or both and your credit rating may also be affected. If the agreement has to be cancelled due to unpaid arrears there will be a cancellation fee of £15.

14. Commission

Any commission which is due to us is payable out of the premium. Our remuneration may be as a fee and/or as commission, which is a percentage of the insurance premium paid by you. Commission and fees are earned for the policy period and we will be entitled to retain all fees and commission in respect of the full policy period in relation to policies placed by us.

15. Commission Disclosure

You may at any time, request information from us regarding any commission and/or fee which we may have received as a result of placing insurance business on your behalf.

16. Handling of Insurer/Client Money

We are governed by the Client Money rules set down by the Financial Conduct Authority. These rules are designed to protect you. All money held by us will be held accordance with these rules. Any monies that are paid to us for the collection of premiums and payment of claims and refunds of premiums will be held as agent of the insurer. As your monies will be held as agent of the insurer any premiums that you pay to Home & Legacy Insurance Services Limited are treated as being received by the insurer when it is received into our designated client bank accounts and any claims money or premium refunds are treated as received by you when it is actually paid over to you. Your agreement to pay the premiums due together with your acceptance of these Terms of Business will constitute your informed consent for the placing of such monies into our designated bank accounts. We will deduct any commission/fee entitlements due to us before paying premiums to the insurer. We will inform you in advance if monies are not to be held on behalf of the insurer concerned for any product we recommend.

17. Interest on Monies held

Interest earned on monies held in client bank accounts will be retained by us for our own use, rather than paid to you.

18. Data Protection

We are registered under the Data Protection Act 1998 and will comply with the Act in all of our dealings with your personal information.

When you call us to discuss your insurance we will ask a series of questions to ensure that we are speaking to our customer and not a person who is not authorised to ask questions or give instructions to us.

19. Conflicts of Interest

Occasions can arise where we, or one of our other customers, will have some form of interest in business which we are transacting for you. If this happens, or we become aware that our interests, or those of one of our other customers, conflict with your interests, we will inform you and obtain your consent before we carry out your instructions.

20. What to do if you have a complaint

If you wish to register a complaint, please contact us by writing to: The Customer Satisfaction Manager, Home & Legacy Insurance Services Limited. 500 Avebury Boulevard, Milton Keynes, MK9 2LA. Complaints which the insurer or a service provider is required to resolve will redirected. If the insurer is a Lloyd’s syndicate the Lloyd’s complaints process will be followed.

If you cannot settle your complaint, you may be entitled to refer it to the Financial Ombudsman Service.

www.financial-ombudsman.org.uk Phone 0300 123 9 123 or +44 02 7964 0500 (for calls from outside the UK), or Email complaint.info@financial-ombudsman.org.uk 

If you would like to find out in more detail how to make a complaint please refer to our Complaints Procedure.

21. The Financial Services Compensation Scheme (FSCS)

We and the insurers are covered by the FSCS and you may be entitled to compensation from the scheme if we or insurers cannot meet our liabilities. Further information about compensation scheme arrangements is available from the FSCS. www.fscs.org.uk , Phone: 0800 678 1100 or 0207 741 4100 Email: enquiries@fscs.org.uk

Please note our activities when acting as a credit intermediary are not covered by the FSCS.

22. Law and Jurisdiction

These terms of business shall be governed by and construed in accordance with English law. In relation to any legal action or proceedings arising out of or in connection with these terms of business we both irrevocably submit to the non-exclusive jurisdiction of the English courts.