CROSSROADS INSURANCE SERVICES
Terms of Business
Our agreement with you.
Version 21 · September 2026
Applying to General Insurance Customers – please read this document carefully and contact us immediately if there is anything in this document that you do not understand or with which you disagree.
It sets out the terms and conditions on which we agree to act for you, contains details of our responsibilities together with your responsibilities both to us, to insurers and to other third-party providers. This is our standard client agreement which we intend to rely on. This "Terms of Business Agreement" (TOBA) supersedes all previous versions issued to you. Your receipt of this document constitutes your informed consent to its contents and by instructing us you are accepting this TOBA.
Company Contact Details: Crossroads Insurance Services, 133 Tottenham Lane, Crouch End, London, N8 9BJ Telephone: 020 8374 9331 Email: info@crossroadsinsurance.co.uk
Crossroads Insurance Services is authorised and regulated by the Financial Conduct Authority (FCA), which allows us to advise on, arrange, deal in, make arrangements with a view to, and assist in the administration and performance of general insurance contracts. We are also permitted to provide credit broking.
Our Firm Reference Number (FRN) is 306654. You can check this on the Financial Services Register by visiting the FCA's website https://register.fca.org.uk/s/, or by telephoning the FCA on 0800 111 6768
Find a section
1. Definitions
* "Consumer" means anyone acting outside their trade or profession in respect of the insurance cover requested or arranged. * "Company", "we", "us" or "our" means Crossroads Insurance Services. * "You" or "your" means you (and/or your appointed agent). * "Statutory" means officially written down in a law. * "Liable/liability" means legally responsible.
2. About the Firm
Crossroads Insurance Services is an independent Insurance Intermediary.
3. Our Service
As an independent insurance intermediary, we generally act as the agent of our client, meaning we act on your behalf. We are subject to the law of agency, which imposes various duties on us. However, in certain circumstances, we may act for and owe duties of care to other parties, including the insurer. We will advise you when these circumstances arise, so you are aware of any conflicts of interest (situations which may affect our role as your agent).
We offer a wide range of insurance products and services, which may include:
* Offering you a single product or a range of products from which to choose the most suitable insurance for your needs; * Providing information about insurance options on a non-advised basis; * Arranging insurance on your instructions, consistent with your stated demand and needs; * Helping you with any later changes to your insurance that you need to make;
* Providing reasonable assistance with any claims you need to make.
Where an insurer authorises us to act on its behalf for a particular activity, we will explain the scope of that authority. Where we act for the insurer, we will notify you of this, and in relation to claims, we will inform you when you notify us of a claim. In any case, we aim to always act in your best interest.
We arrange all insurance on a non-advised basis and do not make a personal recommendation. We assess your demands and needs and provide information about available cover, significant exclusions and conditions, excesses, premiums and fees so that you can decide whether to proceed. Any policy we propose will be consistent with your stated demands and needs. Before you commit, we will explain whether we obtain terms from one insurer or a selection, disclose any contractual obligation to use particular insurers, and provide the applicable insurer names as required. Your documents will include a statement of your demands and needs, which you should read carefully.
4. Limitations of Our Liability
The following provisions set out our entire financial liability to you.
You acknowledge and agree that you shall only be entitled to make a claim against us and not against any individual employee or consultant engaged by us. Our liability for losses suffered by you arising under or in connection with the provision of our services, whether in contract, tort (a civil wrong including negligence), breach of statutory duty, or otherwise (including our liability for the acts or omissions of our senior management, employees, and any appointed representatives) shall be limited to £1,250,000 per claim. Any claim or series of claims arising from one act, error, omission, incident, or original cause shall be considered to be one claim.
We shall not be liable to you for any loss of profit or loss of business, whether directly or indirectly occurring, and which arises out of or in connection with the provision of our services.
Nothing in this paragraph shall exclude or limit our liability for death or personal injury caused by our negligence, or for loss resulting from our fraud, fraudulent misrepresentation, or breach of regulatory obligations owed to you.
You are welcome to contact us to discuss increasing the limitations of our liability and/or varying the exclusions set out above.
5. Important Information (Consumer Customers Only)
Under legislation, it is your duty as a consumer to take reasonable care not to make a misrepresentation to an insurer, which means you must not provide false information.
A failure by you to comply with the insurer's request to confirm or amend details previously given may be considered a misrepresentation. It is important that you ensure all statements you make on proposal forms, claim forms, and other documents are full and accurate. We recommend that you keep a copy of all correspondence related to the arrangement of your insurance.
An insurer has the right to take corrective measures if they deem the misrepresentation to be either deliberate, reckless, or careless.
If in doubt about any point in relation to your duty to take reasonable care and subsequent misrepresentations, please contact us immediately.
6. The Duty of Fair Presentation (Commercial Customers Only)
It is your responsibility to provide a fair presentation of the insurance risk by conducting a reasonable search for information. This may require you to obtain information from senior managers within your organisation or other parties to which the insurance relates, or who carry out outsourced functions for your business.
You must disclose every material circumstance that you know or ought to know. If this is not possible, you must disclose sufficient information to put your insurer on notice that further enquiries are needed. You must ensure that any information you provide is correct to the best of your knowledge, and representations made in expectation or belief must be made in good faith.
If you fail to make a fair presentation of the risk, this may result in additional terms or warranties being applied from the inception of the policy, or any claim payment being proportionately reduced. In some cases, this could result in your policy being declared void by an insurer, with your premiums being returned. Any deliberate or reckless breach of the duty of fair presentation could result in your policy being declared void by an insurer with no refund of premium.
If in doubt about any point in relation to material circumstances and reasonable search, please contact us immediately.
7. Financial Crime
We obtain information about you to carry out identity, fraud-prevention and financial-crime checks and meet applicable legal and regulatory obligations. These checks include screening against the UK Sanctions List and considering applicable sanctions restrictions, including relevant ownership and control restrictions.
Where required by law, we report information to the appropriate authorities, which may include the National Crime Agency (NCA), the Office of Financial Sanctions Implementation (OFSI) or other relevant authorities. We may be legally prohibited from telling you that a report has been made.
We will not permit our employees or other persons engaged by them to be either influenced or influence others in respect of undue payments or privileges from or to insurers or clients.
8. Solvency of Insurers
We cannot guarantee the solvency of any insurer with which we place business. This means that you may still be liable for any premium due and may not be able to recover the premium paid, whether in full or in part, should an insurer become unable to cover its own financial obligations. If you have any concerns regarding any insurer chosen to meet your insurance requirements, you should inform us as soon as possible.
9. Terms of Payment
Our payment terms are as follows (unless otherwise agreed by us in writing):
* New policies: Immediate payment on or before the starting date of the policy. * Alterations to existing policies: immediate payment on or before the effective date of the change. * Renewals: due in full before the renewal date.
If payment is not received from you in accordance with the above terms, we, or your insurer, may cancel or lapse the relevant policy/policies, which could mean that part or all of a claim may not be paid. You may also be in breach of legally required insurance.
If you choose to pay for your insurance premium using a finance provider, your details will be passed onto them. We will provide you with a breakdown of the costs of your monthly instalments and subsequently a document outlining key features of their credit agreement with you, including any fees they apply and the cost of charges if you fail to make a payment (default charges).
It is important that you take time to read this document and must contact us if you do not receive this. If you have any queries or questions, either about the service provided by the finance provider or their terms and conditions, you should, in the first instance, contact them. Where your policy is paid via the finance provider and you choose to renew your cover, we will again continue to pass your details to them.
If any direct debit or other payment due in respect of any credit agreement you enter into to pay the insurance premium is not met when presented for payment, or if you end the credit agreement, we will be informed of such events by the finance provider.
In certain circumstances, we may be contractually obliged by the finance provider to notify your insurer to cancel the policy. Where we are not contractually obliged to do so by the finance provider, if you do not make other arrangements with us to pay the insurance premiums, you acknowledge and agree that we may, at any time after being informed of non-payment under the credit agreement, instruct on your behalf the relevant insurer to cancel the insurance and to collect any refund of premiums which may be made by the insurer and use this refund to offset the amount levied by the finance provider on us. If this amount is not sufficient to cover all our costs, we reserve the right to pursue any additional debt owed to us through a due legal process. You will be responsible for paying any time-on-risk charge and putting in place any alternative insurance and/or payment arrangements you need.
Upon receiving your strict acceptance to pay for insurance premiums through the finance provider, we will instruct them to proceed with your application for credit. This process will involve the provider searching public information that a credit reference agency holds about you and any previous payment history you have with that provider. The credit reference agency will add details of your search and your application to their record about you, whether or not your application is successful.
Please read carefully the pre-contractual explanations and the information regarding the cost of credit (including any representative examples). Together, they provide important information in relation to the credit facility available from the finance provider. Credit is available subject to status.
10. How We Hold Your Money
All client money is handled by us in accordance with FCA regulations. Client money includes premium payments, premium refunds, and claim payments that we receive on behalf of our clients during the course of our dealings.
We may hold your money as either an agent of the insurer or as an agent of the client, depending on the arrangement we have in place with each insurer. Where money is held as the agent of the insurer, your premium is considered paid once we have received your cleared payment.
Our standard practice is to deduct our commission upon receipt of your cleared funds prior to making payment to the insurer.
We hold all clients' monies in a Non-Statutory Trust Account at an approved bank, as required by the Financial Conduct Authority (FCA). This ensures that, in the event of our financial failure, client money is protected and is not considered part of our assets, preventing general creditors from making claims on it.
Under these arrangements, we are permitted to:
* Use such monies received on behalf of one customer to pay another customer's premium, before the premium is received from that customer. * For the purpose of effecting a transaction on your behalf, pass your money to another intermediary, including those resident outside the UK who would therefore be subject to a different legal and regulatory regime. In the event of a failure of the intermediary, this money may be treated in a different manner from that which would apply if the money were held by an intermediary in the UK. Please inform us if you do not agree to this. * Retain for our own use, any interest earned on client money.
Unless we receive written instructions to the contrary, we will treat the receipt of your payment (as well as any claim payment or refund of premium) as your informed consent for those funds to be placed into the Non-Statutory Trust Account.
11. Quotations
Unless otherwise agreed, any quotation given will normally remain valid for the period of 30 days from the date it is provided to you.
We reserve the right to withdraw or amend a quotation in certain circumstances, for example, where the insurer has altered their premium/terms for the insurance since the quotation was given, where there has been a change in the original risk information/material circumstances disclosed, or if a claim/incident has occurred since the terms were offered.
12. Renewals
You will be provided with renewal terms in good time before expiry of the policy, or notified that renewal is not being invited.
Unless you advise otherwise, renewals are invited on the basis that there have been no changes in the risk or cover required, other than those specifically notified to us or your insurers (see section 5 'Important Information' and section 6 'The Duty of Fair Presentation').
It is very important that you check the information provided at renewal to confirm it remains accurate and complete. If any of the information is incorrect or if your circumstances have changed, you should contact us immediately so we can update your details.
13. Mid-Term Transferred Business
When we are appointed to service insurance policies other than at their inception or renewal and which were originally arranged via another party, we shall not be liable during the current insurance period for any loss arising from any errors or omissions or gaps in your insurance cover or advice not supplied by us.
Should you have any concerns in respect of a policy, which has been transferred to us, or if you require an immediate review of your insurance arrangements, you must notify us immediately. Otherwise, we shall review your insurance arrangements and provide information on a non-advised basis as each policy falls due for renewal.
14. Notification of Incidents/Claims
Your policy documentation will provide you with details on who to contact to make a claim. It is essential to notify us immediately of all incidents that may result in a claim against your insurance policy. You must do so whether you believe you are liable or not.
Any letter or claim received by you must be passed on immediately, without acknowledgement. Only by providing prompt notification of incidents can your insurance company take steps to protect your interests.
Your policy summary and/or policy document will provide you with details on who to contact to make a claim.
Claims payment will be made in favour of you. If you require a payment to be made to a third party, then you must confirm the required payee name and details and provide a brief explanation for your request.
Please contact us for guidance on claiming under your policy.
15. Cancellation
Your policy document will detail your rights to cancel your insurance once you have taken it out. Depending on the type of policy you have purchased, you may be entitled to cancel within 14 or 30 days of either conclusion of the contract or receiving your policy documentation, whichever occurs later. This is often referred to as a cooling off period.
Where you cancel a policy before renewal you will be responsible for paying a charge to meet the cost of cover provided and administration expenses – please see section 16 'Charges/Fees & Remuneration'. We will explain any documents or information required to process cancellation. This does not restrict your statutory cancellation rights.
16. Charges/Fees & Remuneration
In most cases, we are paid by commission from the insurer. However, in some circumstances, we may charge a fee instead of, or in addition to, commission. If this applies, we will confirm it to you in writing at the time of incepting or renewing your policy. Our fees will always be clearly disclosed before you commit to purchasing the product.
Our charges are set to reflect the level of work, complexity and service provided and are regularly reviewed to ensure they remain fair and proportionate.
There may also be occasions when an additional fee is sought, such as changes to the risk that require significant further work and placement of additional coverage or substantial involvement in any large, difficult, or complex claims.
In addition, we also make charges to cover the administration of your insurance. Any applicable insurance premium tax will be shown on the documentation we provide to you. Any retention of fees is sbject to your statutory cancellation rights. Where those rights apply, charges must reflect services actually provided, be proportionate and not constitute a penalty. Applicable prior disclosure and consent requirements must be satisfied, and costs must not be recovered twice. These requirements take precedence over other fee or commission-retention provisions in this agreement.
Percentage fees are calculated on the total premium including Insurance Premium Tax (IPT), where applicable. Flat fees are the fixed amounts shown.
| Transaction | Consumer | Commercial Customer |
|---|---|---|
| New business | Up to £100 | Up to 20% |
| Renewal | Up to £100 | Up to 20% |
| Mid-term Adjustments | Up to £35 | Up to £100 |
| Cancellation | £35 | £100 |
| Late Payment Charge | £35 | £50 |
We reserve the right to retain commission and fees in the event of cancellation. For Commercial Customers, this may be up to the full amount we would have received had the policy run its full term; for Consumer Customers, any retention will be strictly proportionate to the time on risk and reflect reasonable administrative costs.
Where we arrange low or non-commission paying products, we will charge an arrangement fee not exceeding 20% of the premium for Commercial Customers, or up to 10% of the premium for Consumer Customers, and will advise you of the actual amount at the time of quotation or renewal. These fees may be subject to change. Where there are changes, we will confirm this clearly and the actual amount will always be disclosed to you before you commit to purchasing the product. To the extent that it is not possible for an amount to be given, the firm will provide the basis for its calculation.
In good time before the conclusion of the initial contract of insurance, and if necessary, on its amendment or a renewal, the firm will advise you:
(a) On the nature/ type of remuneration the firm received in relation to the contract of insurance
(b) In relation to the contract of insurance, the basis/source of the remuneration. This could include: 1. A fee that is remuneration paid directly by you to the firm. 2. A commission of any kind that is a remuneration included in the premium. 3. Any other type of remuneration including an economic benefit of any kind offered or given in connection with the contract. 4. The basis of a combination of any type of remuneration set out above.
You are entitled, at any time, to request further information regarding the amount of any commission we may have received as a result of placing or renewing your insurance cover. To the extent that this is not possible for an amount to be given, we will provide the basis for its calculation.
We take any commission once we receive your payment as cleared funds and prior to payment of the premium to the insurer. We may occasionally receive additional remuneration from certain insurers for insurance policies we place with them, finance providers, claims management services and others. Please ask us should you require further information.
Where you choose to pay your premium by instalments, we may use a scheme operated by your insurer, or we may use a single Finance Provider selected from a limited panel. In such cases we may receive a commission for introducing you to them. The firm will advise the customer of any commission payable by the lender in relation to a credit agreement where knowledge of the existence or amount of commission could affect the impartiality of the firm in recommending a particular product or have a material impact on the customer's transactional decision.
Where a policy is cancelled before renewal, insurers charge to cover their costs, with the balance refunded to you, subject to no claim having been made. Full details will be available in your policy documentation. In the event of an adjustment giving rise to a return of premium, the amount may either be refunded to you or held to credit, depending on the circumstances.
Your attention is specifically drawn to the following: Where you cancel your policy after the expiry of the cooling off period or where you request a mid-term adjustment which results in a refund of premium, we reserve the right to charge you for our time and administrative costs. For Commercial Customers, this may result in a reduction of the refunded amount by up to the full amount of the commission and fees we would have received had you not cancelled. For Consumer Customers, any retained commission will be strictly proportionate to the time on risk, ensuring fair value outcomes. However, any charge made will not exceed the commission and fees we would have earned.
Certain commercial policies contain minimum premium or cancellation terms that may limit or exclude a refund. Paying the premium in full at inception does not, by itself, mean that no refund is payable. Bank details may be retained for the purposes of refunds and claims payments that may be made by BACS (Bankers Automated Clearing System).
17. Complaints
It is our intention to provide you with the highest possible level of customer service at all times. However, we recognise that things can occasionally go wrong, and if this occurs, we are committed to resolving matters promptly and fairly.
Should you wish to complain, you may do so in the following way: * In writing to the Complaints Manager, Mr T Attew * By telephone on 020 8374 9331 * By Email at info@crossroadsinsurance.co.uk * In person by visiting our office (see above for address)
Should you not be satisfied with our final response, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). More information is available on request or on their website https://www.financial-ombudsman.org.uk Further details will be supplied at the time of responding to your complaint.
18. Financial Services Compensation Scheme (FSCS)
We are covered by the Financial Services Compensation Scheme and you may be entitled to compensation from the scheme depending on the type of business and circumstances of the claim if we cannot meet our obligations. Further information about compensation scheme arrangements is available from the Financial Services Compensation Scheme at https://www.fscs.org.uk
19. Confidentiality and Data Protection
We are a data controller for the information you provide to us including individual, identification and financial details, policy history and special category data (such as medical or criminal history).
Details of our legal basis for processing your information, along with details of any third party recipient whom it may be necessary to share your personal data with in order to fulfil the contract, retention period for data held, security of your data, your rights under the UK General Data Protection Regulations (UK GDPR) including the right to complain can be found in our full Privacy Notice attached to these terms of business.
20. Communications/Documentation
We will issue all documentation to you in a timely manner. Documentation relating to your insurance will confirm the basis of the cover and provide details of the relevant insurers. It is therefore important that the documentation is kept in a safe place, as you may need to refer to it to make a claim. A new policy/policy booklet is not necessarily provided each year, although a duplicate can be provided at any time upon request. You should always check the documentation to ensure all the details are correct and if this is not the case you should contact us immediately. If documents are issued by electronic means or via an internet portal, paper documents are available free of charge on request.
21. Termination of Our Authority to Act on Your Behalf
You or we may terminate our authority to act on your behalf by providing at least 14 days' notice in writing (or such other period we agree). Termination is without prejudice to any transactions already initiated by you, which will be completed according to these terms of business unless we agree otherwise in writing.
You will remain liable to pay for any transactions or adjustments effective prior to termination, and any retention of commission or fees will be subject to section 16 and applicable statuory rights.
22. Third Party Rights
Unless otherwise agreed between us in writing, no term of this Terms of Business is enforceable by any third parties.
23. General
If any provision of these Terms is found to be invalid or unenforceable in whole or in part, the validity of the other provisions of these Terms and the remainder of the provision in question will not be affected.
These Terms shall be governed by the laws of England and Wales and the parties agree herewith that any dispute arising out of it shall be subject to the exclusive jurisdiction of the relevant court.
These Terms supersede all proposals, prior discussions and representations (whether oral or written) between us relating to our appointment as your agent in connection with the arranging and administration of your insurance.
These Terms constitute an offer by us to act on your behalf in the arranging and administration of your insurance.
In the absence of any specific acceptance communicated to us by you (whether verbal or written) you are deemed to accept our offer to act for you on the basis of these Terms, by conduct, upon your instructing us to arrange, renew or otherwise act for you in connection with insurance matters.