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Get in touch

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  • The Source, Global Reach, Cardiff, CF11 0SN
  • Support 02920 265265
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FAQ

Registering
and Quoting
Commission
Renewals
Amendments
Charges
and Payments
Claims

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Registering and Quoting
Yes. Depending on the insurer, as some will not allow you to use the no claims discount whereas others will. Please contact us to discuss this further.
No. No Claims Discounts can only be used on one property at any one time.
No. In order to use our quotation platform, you will need to be FCA authorised. When registering we will ask for this number.
Yes. As soon as you complete the registration you will be provided with your log in credentials to gain full access to the platform.

Household quotes are guaranteed for 90 days. Let Property quotes are guaranteed for 30 days.
Once expired, you will still have access to your saved quotations. 

Yes. Legal cover is automatically included on all our policies and included in the premium.
Commission
Yes. On Household, we offer flexible commission ranging from 0-27.5%. However, on Buy to Let it is a fixed amount of 20%.
If you are part of a network, the commission is paid to them on the last working day of the month.
Yes. In addition to an email, all monthly commission statements for Directly Authorised brokers are available to be viewed in Your Place.
No. Commission is fixed for the life of the policy.
Yes. This is primarily due to cancellations or amendments to a policy. This will show as minus value on your account, as commission is paid in one annual lump sum. Clawbacks are therefore pro-rata based.
Renewals
No. As the premiums are set by the insurer, we are unable to amend any premiums. We do indicate on your client’s Renewal Letter whether we can potentially offer a cheaper premium. The client can contact us.
Yes. If we are unable to offer a renewal with the existing insurer, we will look to source a suitable replacement policy, offering like for like cover. Only in these circumstances will we automatically replace a client’s policy.
No. If you and your client are happy with the policy and premium then the policy will automatically continue from renewal without the need for you or the client to do anything.
Yes. There are various ways to make a payment for their policy:
  • Send in a cheque, payable to Source Insurance, with the Policy Number and/or reference written on the back of the cheque
  • Make an online payment in the client’s Policyholder Area
  • Send in a BACS payment
  • Call one of our helpful advisers to make payment by Debit/Credit Card. You will need authority from the client to make payments on their behalf with their card details.
Amendments
Yes. In order to make any amendment to an existing policy, you will need to contact our customer service department.
No. You will need to resubmit the saved quotation using the correct start date.
Yes. To change your bank details, you will need to complete a ‘Change of Bank Details’ form found in Your Place.
Yes. You will need to contact us update bank details. However, if you are looking to amend the payment date, this can also be done via email and Live Chat.

Yes. You will need to complete a transfer form, which can be found here.

Yes. You can update your company details within Your Place.
Charges and Payments
The main way to make payments is via Direct Debit. However, there are various ways that your clients can make one-off or individual payments to their policy:
  • Send in a cheque, payable to Source Insurance, with the Policy Number and/or reference written on the back of the cheque
  • Make an online payment in the client’s Policyholder Area
  • Send in a BACS payment
  • Call one of our helpful advisers to make a payment by Debit/Credit Card, you will need authority from the client to make payment on their behalf with their card details.
No. We can only offer the Direct Debit option to customers who reside in the UK.
No. We do not charge a cancellation fee.

No. There is no charge.

Yes. We’re unable to amend the date of their first payment, however, subsequent payment dates can be changed to suit your client. Please ask them to call us on 02920 265 265.

Claims
On your client’s policy schedule, there will be a claims number that they will need to contact. If they do not have access to their document, the claims numbers for our insurers can be found here.
Yes. All insurers will have a compulsory excess the client will need to pay. The client may also have a voluntary excess which would need to be paid in addition. These excesses can be found on the policy schedule.
Yes. If the insurer pays out on a claim, the client will lose their NCD for the section they are claiming for. For example, a buildings only claim will not affect the client’s contents NCD.
No. Once the client has registered the claim, they can then give authority for you to deal with the claim.

Yes. All claims made in the last 5 years need to be disclosed, including losses, from the offset.

Yes. You can update your company details within Your Place.

If you still have questions, contact our UK call centre on 02920 265 265