Terms of Business

Focus Insurance Services is a trading name of Captios Limited, an independent insurance broker authorised and regulated by the Financial Conduct Authority (FCA).

You can verify our authorisation on the FCA Register or by calling the FCA on 0800 111 6768.

We provide insurance broking services for commercial clients, including:

• Advising on and arranging insurance cover
• Assessing your insurance needs based on information you provide
• Searching the market to find suitable cover
• Providing policy documentation and explanations
• Assisting with policy amendments and renewals
• Providing claims guidance and support (see Section 9)

We are a broker, not an insurer. We do not underwrite insurance policies ourselves. The insurer is responsible for underwriting decisions, policy terms, and claims outcomes.

We typically act as your agent when arranging insurance, meaning we represent your interests in dealings with insurers.

In certain circumstances, we may act for an insurer (for example, when collecting premiums under a risk transfer arrangement). Where this applies, we will make it clear at the point of sale.

You authorise us to act on your behalf in arranging, amending, renewing, and (where appropriate) cancelling insurance policies.

We access insurance markets through a panel of insurers and underwriting partners. We are not required to provide a "whole of market" analysis and may use a single insurer for some products where appropriate.

An insurer list may be available on request depending on product and market arrangements. We will always aim to find cover that meets your stated requirements.

Under the Insurance Act 2015, you have a duty to make a fair presentation of the risk to insurers. This means:

• Disclosing all material facts that you know or ought to know
• Answering all questions honestly and to the best of your knowledge
• Ensuring information provided is accurate and complete
• Informing us of any changes to your circumstances during the policy period

We may be remunerated by:

• Commission – paid by insurers on policies we arrange (typically a percentage of the premium)
• Fees – agreed with you for specific services (where applicable)

Details of our remuneration will be disclosed in your documentation. You are entitled to request information about the commission we receive at any time.

We may also receive additional income from insurers based on the volume or profitability of business placed with them. This does not affect the premium you pay.

Premiums must be paid by the due date shown on your invoice or documentation. Failure to pay premiums on time may result in:

• Cover being cancelled or not incepted
• A gap in cover leaving you uninsured
• Additional charges or interest

We accept payment by bank transfer, debit card, or credit card. Cheques may be accepted by prior arrangement.

8. Premium Finance (Instalments)

Where instalments are arranged through a premium finance provider, this is a separate credit agreement between you and the lender. You should read the credit agreement carefully before signing.

We may receive a commission from the lender for introducing premium finance. We will provide appropriate information at the time you consider finance.

Important: If you default on finance payments, the lender may cancel your insurance policy, leaving you uninsured.

9. Claims Support

We can provide claims guidance and support during business hours, including:

• Explaining what the insurer typically needs
• Helping you prepare evidence and documentation
• Explaining typical claim stages and timelines
• Liaising with the insurer where appropriate

However: Claims are handled by the insurer. We do not make settlement decisions and cannot guarantee outcomes.

10. Cancellation

Your policy documents will set out the cancellation terms, including any cooling-off period and refund entitlements.

If you wish to cancel a policy, please contact us. Depending on the policy terms, you may be entitled to a pro-rata refund of premium, subject to:

• Any minimum premium requirements
• Deduction for time on risk
• Administration charges (where applicable)

We will explain any charges before processing a cancellation.

11. Client Money

Where we hold client money, we do so in accordance with FCA client money rules (CASS 5). Client money is held in a designated client account separate from our own funds.

In some cases, risk transfer may apply (meaning payments to us may be treated as received by the insurer, and claims monies may be treated as received by you, depending on arrangements). We will explain the relevant client money status at point of sale.

12. Conflicts of Interest

We maintain arrangements to identify and manage conflicts of interest. If a conflict arises that cannot be managed appropriately, we may decline to act. We will always act in your best interests and will disclose any material conflicts.

13. Complaints

If you are unhappy with our service, please contact us. We take all complaints seriously and aim to resolve them promptly and fairly.

Full details of our complaints process are available in our Complaints Procedure.

If you are not satisfied with our response, you may be able to refer your complaint to the Financial Ombudsman Service (FOS).

14. Financial Services Compensation Scheme (FSCS)

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations.

Insurance advising and arranging is covered for 90% of the claim, without any upper limit. For compulsory classes of insurance, cover is 100% of the claim.

Further information is available from the FSCS at www.fscs.org.uk or by calling 0800 678 1100.

15. Data Protection

We process your personal data in accordance with UK GDPR and the Data Protection Act 2018. Full details of how we handle your data are set out in our Privacy Policy.

By instructing us, you consent to us sharing your information with insurers, underwriters, and other third parties as necessary to arrange and administer your insurance.

16. Governing Law

These Terms of Business are governed by English law and subject to the exclusive jurisdiction of the English courts.

17. Changes to These Terms

We may update these Terms of Business from time to time. The latest version will always be available on our website. Material changes will be communicated to you directly.