Useful information

Frequently Asked Questions

These frequently asked questions are designed to help you and include questions relating to policy cover and ‘technical’ terms. Whilst we have tried to make these as clear as possible they do not form part of the policy document and contain only general descriptions.  You should refer to the actual policy issued for the binding terms, conditions and exclusions of cover.

General enquiries

I need help – who do I speak to?

You can call us on 0845 688 2500. Alternatively, click here to contact us.

Who should I contact if I have questions?

You can call us on 0845 688 2500. Alternatively, click here to contact us.

What are your call centre opening hours?

We are open Monday to Friday (excluding bank holidays) 8.30 am to 5.30 pm. Tel: 0845 688 2500

I’ve forgotten my password – what should I do?

Go to My Area and click the 'Forgotten password' link

I need written confirmation of my cover – where can I get it?

If you purchased either professional liability insurance and/or general (public/products) liability insurance you will have received a Confirmation of Liability Insurance document with your emailed insurance documents.

Your customers (e.g. Local authorities) often ask for confirmation of insurance cover in respect of these types of liability and, if you provide them with a copy of this document, it should suffice in most instances.

The document can also be downloaded from My Area.

I can’t open my documents – what do I do?

You need Adobe Acrobat reader to view your documents – you can download the latest version for free here.

Which browsers are supported?

Our quote system and website is optimised for Microsoft Internet Explorer. Other browsers can use the system/website although there may be some loss in functionality.

About our products

What does ‘Professional Liability’ (also known as professional indemnity) cover?

If you provide advice, training or act as a consultant, this provides protection for the consequences caused by mistakes, errors or omissions made by you - your professional risk. Public/Products Liability insurance does not generally cover these risks.

Please refer to the relevant summary of cover for a more detailed explanation of the cover we provide.

What level of professional liability cover should I buy?

This can be a difficult choice and can vary from business to business.

One way of assessing your ideal level of cover is to look at the number of clients you have and what the cost would be if things went wrong – if you gave the wrong advice or were negligent etc.

You may have to have a minimum level of cover to satisfy the requirements of your professional body or to meet the terms of a contract with a client so it's best to check these before making a decision.

What does ‘General (public/products) Liability' cover?

Our General Liability Insurance includes Public Liability insurance and Products Liability Insurance.

In going about your day to day business, you run the risk of causing injury or damage to third parties or their property; Public Liability protects you from these risks. This can arise at your premises, at those you hire or whilst you are visiting the premises of others, including your customers. Slipping, tripping or damaging something belonging to a third party are all examples of what can happen. Professional Liability insurance does not cover these risks.

Similarly, should you supply any product, be it a book, training equipment or even a cup of tea, Products Liability affords appropriate protection.

Please refer to the relevant summary of cover for a more detailed explanation of the cover we provide.

What does ‘Directors and Officers Liability’ cover?

Directors and officers of a company, and any person acting in a managerial or supervisory capacity, can be held personally liable for any act or omission made in relation to the running of the business (not the professional risk which would be catered for by Professional Liability insurance). They can also face investigations from 'official' authorities. This provides protection for their personal wealth and covers the costs incurred in defending their position.

Please refer to the relevant summary of cover for a more detailed explanation of the cover we provide.

What level of directors and officers liability cover should I buy?

This can be a difficult decision to make, particularly as it is your personal wealth that is at risk.  Be mindful that legal costs can be expensive in such situations.

What does ‘Employers Liability’ cover?

If you employ staff, you are required by law to have Employers Liability insurance for a minimum level of cover of £5,000,000. The policy covers you for claims for compensation brought against you by employees if they are injured or become ill at work.

Please refer to the relevant summary of cover for a more detailed explanation of the cover we provide.

What level of employers liability cover should I buy?

Our policy provides cover for up to £10,000,000 as standard.

What does ‘Property Damage’ cover?

This covers damage to your building (even if you don't own them but where the lease or rental agreement makes you responsible for arranging insurance) along with the office contents, computer equipment and the like whilst within the buildings.

The buildings sum insured should represent the cost of rebuilding the property and not its market value. The Sum Insured for contents should be the cost of replacing the property as new.

Cover is provided on an 'accidental damage' basis but certain causes of damage are not covered - please refer to the relevant summary of cover for a more detailed explanation of the cover we provide.

What does ‘Business Equipment’ cover?

This section covers portable business equipment such as computer equipment, photographic equipment, mobile phones etc.  Cover applies anywhere in the world (including at your premises) and is on an ‘all risks’ basis (there are some exclusions so please refer to the relevant summary of cover for a more detailed explanation of the cover we provide)

What does ‘Business Interruption’ cover?

Should your premises be damaged and you are unable to go about your normal business activities, this covers you for any loss of income as well as additional expenses (this can range from renting additional premises to taking on temporary staff to complete a contract on time). Alternatively, you can choose to restrict cover to insure just the additional expenses incurred in order to keep you business going.

Please refer to the relevant summary of cover for a more detailed explanation of the cover we provide.

What does ‘Money and Personal Assault’ cover?

‘Money’ cover is there to help replace cash and other types of negotiable and non-negotiable money if it is lost (or stolen) whilst in transit or from your premises, night safe etc.

The maximum we pay out depends on where the money was lost.

‘Personal Assault’ cover provides certain benefits to you, your employees and members of your or your employees family if they are injured as a result of robbery or attempted robbery in the course of your business.

(Please refer to the relevant summary of cover for a more detailed explanation of the cover we provide).

My business is based outside the UK – can you provide cover for it?

No – we are only able to provide cover for businesses domiciled/registered within the UK.  (Please note that we are unable to quote for some covers in Northern Ireland)

My business is not listed in the dropdown options

At the present time we are unable to assist if your business is not listed.

I work from home – doesn’t my home insurance policy cover me?

It is highly unlikely that a home insurance policy would cover you for risks arising out of running your business at home.  You will almost certainly need separate business insurance.

What does it mean?

What’s the difference between ‘claims made’ and ‘claims occurring’?

A ‘claims made’ policy provides cover for claims made against you (and reported to us) during the policy period.

Claims notified after the expiry of this period – for example if the policy has not been renewed or if you have moved to another insurer – will not be covered, these would have to be dealt with by your new insurer or, if you have not arranged further insurance, by yourself.  However, claims made against you during the policy period that relate to an incident that occurred prior to the policy period and of which you had no previous knowledge will probably be covered by our policy.

It is important that you tell us straight away if you become aware of anything that might result in a claim being made against you or you seeking the protection of the cover provided by your policy, as this is a requirement of your policy.

Professional Liability insurance and Directors and Officers Liability insurance are traditionally arranged on a ‘claims made’ basis.

What’s the difference between ‘any one claim’ and ‘aggregate’?

Liability policies have a policy ‘limit’ – the maximum amount that we will pay out.  If the limit is ‘any one claim’ this means that the most we will pay out per claim is the limit specified.  You could have several claims in the same policy period and whilst each would be subject to the specified limit there would be no overall limit.
If the policy is on an ‘aggregate’ basis then the limit is the maximum we will pay out in the policy period irrespective of the number of claims you may have.

‘civil liability'

‘Civil Liability’ is any liability that you may incur other than a criminal one.  It therefore includes, amongst others, negligence, defamation, unintentional breach of copyright etc.

Some liabilities are excluded so it is important that you read the relevant summary of cover for a more detailed explanation of the cover we provide.

‘material fact'

Using the principle of ‘utmost good faith’ you should disclose all the material facts about your risk which you know or should know.

A material fact has been defined in a number of legal cases and broadly it is ‘any fact which may influence the judgement of a prudent [insurance] underwriter in deciding whether to accept a risk and if so at what premium [and terms]’

If in doubt as to whether some piece of information is relevant tell us anyway, call us on 0845 688 2500

‘excess'

The ‘excess’ is the amount you have to contribute to a claim.

If there is a £100 excess on your policy and the claim comes to, say £500, we would pay you £400 and you would have to bear the first £100 yourself.

Getting quotes

How long is my quote valid for?

Your quote is valid for 30 days

Can I get a quote by calling you directly?

If you call us we would have to take you through the online questions so it is easier and quicker for you if you complete the questions yourself and then decide if you would still like to talk to us or are happy to go ahead and buy the policy online.

As well as these FAQs there are information boxes throughout the online process to provide you with additional information or to clarify questions etc (just hover the cursor over the  button).

Copies of all wordings and summaries of cover for all our products are on this website.

If you have a query that is not covered by the information buttons or the FAQs you can phone us on 0845 688 2500 (during business hours, request a callback from the quote page, or use our ‘contact us’ page.

My quote has been referred – what does this mean?

We need to clarify something with you before we can proceed.  Please call us on 0845 688 2500 or request a callback from the quote page.

I have more than one trade – can you cover more than one?

We can for certain professions.  In the quote system, when you are asked ‘Does this encompass all your activities for which you require insurance?’ select ‘No’ – we can insure you for up to six activities.

I can’t find my trade on the list – can you still help?

At the present time we are unable to assist if your trade is not listed.

I need to amend some of my details – how do I do it?

Click on the ‘Amend Quote’ button in the email we sent you with your quote details.  Enter your amended details and then click the ‘Quote me’ button to obtain your new quote.
If you have registered with us you can also access your quote by going to our website and logging-on.

I have received a quote but I still have some questions

If you have a query that is not covered by the information buttons or the FAQs you can phone us on 0845 688 2500 (during business hours) or use our ‘contact us’ page.

Can I view my quotes after I've clicked away from your website?

Yes, provided you have saved it.
Click on the link in the email we sent you with your quote details or, provided you have registered with us, log-on our website.

I’ve received a quote and want to buy it – what do I do?

Click on the 'Buy now' button on the quote page

What happens to my personal information?

If you register with us we keep the information you have entered in the Registration page in order that you can log-into ‘My Area’
We do not keep your bank or card details.
We do not pass any of your details to third parties.
If you do not take up a quote it is deleted after 30 days.

Will I be placed on a marketing mailing list?

On our Registration page we ask you if you want to subscribe to our newsletter.  If you don’t want to just un-tick the box.  If you do subscribe you can change your mind at any time by simply clicking on the ‘unsubscribe’ link on the email containing our newsletter.
We do not pass on your email address or other details to anyone else.

Can I opt out of your newsletter and other marketing emails?

Yes, just click on the 'unsubscribe' link at the bottom of the email.

Paying for your policy

How do I buy a policy?

Simply click on the ‘Buy now’ button on the quote page.

Which payment methods (and which credit cards) can I use?

You can pay in 10 monthly instalments by direct debit with 0% APR.  Or you can pay in one lump sum by debit card, credit card (we cannot accept American Express/AMEX), cheque (selected products only) or bank transfer (selected products only)

I am having problems paying online - what should I do?

Call us (during business hours) on 0845 688 2500

I need an invoice - how can I get one?

If you pay by credit/debit card we will email an invoice to you shortly after payment.
If you pay by direct debit a payment schedule will be sent to you by Premium Credit Ltd.

When will my payment be taken?

If paying by debit or credit card payment is taken immediately.  If paying by instalments the first payment is usually taken within 14 days of cover commencing but you will receive a payment schedule prior to this.

Is your online payment section secure?

Direct debit instructions are taken via our quotation system, which is hosted on servers using Secure Sockets Layer technology that encrypts the data while it is passing over the web. 

If you pay by debit or credit card, you will be redirected to our payment provider Barclays PLC’s website, which employs Secure Sockets Layer technology meeting the Payment Card Industry Data Security Standard (also known as PCI DSS).  Markel direct do not see, record or have access to your debit or credit card details.

Who do I make cheques payable to?

Cheques should be made payable to Markel (UK) Limited.
(Please note, we only accept payment by cheque for a limited number of products – your quote details will state whether this is a payment option).

I didn’t get a confirmation screen after payment – am I insured?

If your payment was successful, you should have received an email with your insurance documentation attached. If you haven’t received these, please email us via our ‘contact us’ page.

Who handles my instalment agreement?  Who are Premium Credit?

Your instalment agreement is handled by Premium Credit Ltd.  Premium Credit Ltd is the No. 1 premium finance company in the UK and Ireland. They are a Bank of America company specialising in business and individual insurance payment via regular instalments, instead of paying the whole premium upfront.
Premium Credit Ltd are registered under the Consumer Credit Act and your credit agreement is with them.  You will be sent a full Credit Agreement before the first premium is collected.

Are you registered under the consumer credit act?

Yes, our registration number is 412443.

Managing your insurance policy

How do I access my insurance documents?

Simply log into My Area

Where can I get copies of my insurance documents?

Log into My Area, select your Policy and you will be shown a list of downloadable PDF documents

How do I change the cover provided by my policy or make changes to my policy?

If you need to make changes to your policy details or cover you can either call us on 0845 688 2500 or log in to My Area and request a call back.

How much does it cost to make a change to my policy?

We currently do not charge any fees. Your premium may increase, decrease or stay the same dependent on what the change is.

Why don’t you send hard copies of my documents through the post?

As an online insurer, we don’t send reams of paperwork, but we will email your insurance documents to you, and you can access them at anytime by logging into My Area.

Amending your details

How do I change my contact details?

Simply log into My Area and make the required changes under My Account details.

How do I change my payment details?

If you are paying by direct debit Premium Credit Ltd will send you contact details when they acknowledge your payment.

Renewal of your policy

Do you renew my policy automatically?

If you opted to pay by direct debit, your policy will renew automatically.

If you opted to pay by debit or credit card, cheque or bank transfer, you can renew your policy by going into My Area and clicking the Renew button displayed next to your policy. You will then be guided through the renewal process.

How do I know when my renewal is due?

We will send you a renewal invite approximately 28 days before your policy expires, detailing your premium and asking you to check what you previously told us about your organistion is still valid

What should I do to renew my policy?

If you opted to pay by direct debit, your policy will renew automatically.

If you opted to pay by debit or credit card, cheque or bank transfer, you can renew your policy by going into My Area and clicking the Renew button displayed next to your policy. You will then be guided through the renewal process.

What do I do if something has changed or I want different cover?

Prior to the expiry of your policy we will email you inviting renewal based on the information you originally provided and taking into account any claims, or circumstances which may give rise to a claim, which may have been reported during the course of the period of insurance.  If there have been any changes to your details or if you want to amend cover we will provide a link to enable you to amend your details and obtain a revised renewal quotation.

Making a claim

What should I do when there is a situation that could lead to a claim?

Call us on 0845 688 2500 or go to our ‘make a claim’ page. Please do not respond to the potential claimant until you have spoken to us

How do I make a claim?

Call us on 0845 688 2500 or go to our ‘make a claim’ page. Please do not respond to the potential claimant until you have spoken to us

Can I lodge my claim online?

Yes, go to our ‘make a claim’ page.

How long will my claim take to process?

Each claim is unique and may involve a degree of investigation or assessment. For this reason we cannot definitely predict how long each claim will take

If I make a claim how will it affect my next renewal?

Depending on the circumstances of the claim we may need to take it into account when considering the renewal of your policy.
Unfortunately we are unable to state specifically if or how a claim will affect your renewal as almost every claim is different.

I need to give you some additional information about the claim – who should I contact?

Call us on 0845 688 2500 or email us by going to our ‘contact us’ page with a contact number we can call you back on. Have your Policy Number to hand so we can retrieve details of your claim quickly

What stage is my claim at?

You can track the progress of your claim online. Log into My Area and select your Policy, then click View Registered Claims or you can call us on 0845 688 2500.

Cancelling your policy

How do I cancel my policy?

Call us on 0845 688 2500

How much of my premium will be refunded?

Up to 14 days after you receive your emailed policy documents: If the cover does not fully meet your needs you can cancel your policy by calling us on 0845 688 2500. Unless you have made a claim on your policy within this period, we will return all the premium you have paid to us.

More than 14 days after you receive your emailed policy documents: If you have not made a claim, you can cancel your policy by giving us 30 days notice in writing. We will then return any premiums paid on the unexpired portion of your policy. If you are paying by instalments and have made a claim, you will need to pay the remaining premium due on the policy.

How soon will I receive my refund?

If you paid by debit or credit card your card will be credited within 30 days of the date of cancellation.
Similarly if  you paid by cheque or bank transfer you will receive a cheque within 30 days of the date of cancellation.
If you paid by monthly direct debit the amount of refund will depend on the number of payments you have made when the policy is cancelled.  If you are due a return of premium this will be sent to you by Premium Credit.

Can I still access my cancelled policy details?

No but you can call us on 0845 688 2500 if you need any information.

About Markel direct

Who are you, and who regulates you?

Markel direct is a trading name of Markel (UK) Limited which is a company registered in England and an appointed representative of Markel International Insurance Company Limited. Markel (UK) Ltd only places insurance policies with Markel International Insurance Company Limited which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority.

Markel (UK) Limited company registration number: 2430992
Registered Office: 20 Fenchurch Street, London, EC3M 3AZ
Main trading address: 2nd Floor, Verity House, 6 Canal Wharf, Leeds, LS11 5AS
Markel International Insurance Company Limited – FCA registration number 202570
The Financial Services Register can be accessed at www.fsa.gov.uk/register/home.do

Do you give advice and what is the difference between 'advised' and 'non-advised'?

Under the FCA regulations an ‘advised sale’ is one where you are given a personal recommendation as to the suitability of one product against another to meet your insurance needs.
A ‘non-advised sale’ is one where a recommendation is not made.  Information is provided leaving you to decide how you wish to proceed.
As we only place insurance policies with one insurer, Markel International Insurance Company Limited, we feel it would be inappropriate to offer ‘advice’.  We do not therefore make any recommendations and do not compare the products we have on offer against those that may be offered by other insurers.
We will, however, provide you with sufficient information to enable you to make a decision as to whether the policy we are offering meets your demands and needs.
If you are seeking the services of an insurance broker who may be able to give advice then contact BIBA (www.biba.org.uk/consumerhome.aspx)

Problems

Who should I contact if I have a complaint?

We try hard to live up to our promises but sometimes you may feel we are not up to scratch. If so, we want to get it right so please contact us by email via our ‘contact us’ page or write to us at Customer Services, Markel (UK) Limited, 2nd Floor, Verity House, 6 Canal Wharf, Leeds, LS11 5AS. Please quote your policy number.

We will acknowledge your complaint in writing, within 5 working days of receipt, send you a copy of our complaints procedure and advise you who is dealing with your complaint.

If we cannot resolve matters to your satisfaction you can refer your complaint to the Financial Ombudsman Service within 6 months of receiving our final response:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
0845 080 1800

Making a complaint does not affect any of your legal rights

What is the Financial Services Compensation Scheme?

The Financial Services Compensation Scheme (“FSCS”) is the United Kingdom’s statutory fund of last resort for customers of financial services firms. It is an independent body, set up under the Financial Services & Markets Act 2000 .
Since your insurer (Markel International Insurance Company Limited) is authorised by the Prudential Regulation Authority you would have access to the FSCS which can pay compensation to consumers and eligible small businesses if a financial services firm is unable, or likely to be unable, to pay claims against it.
The level of compensation under the scheme is different dependent on the type of cover you hold

  • Compulsory insurance, such as employers liability, is covered for 100% of the claim
  • For other insurances, 100% of the first £2000 of the claim is covered and 90% of the remainder
  • Further information can be obtained by visiting the Financial Services Compensation Scheme website on www.fscs.org.uk or by telephoning 0207 892 7300