InsuraHome Terms and Conditions

Who We Are

  • InsuraHome is operated by Voyager Insurance Services Ltd, which is an independent insurance intermediary authorised and regulated by the Financial Conduct Authority (FCA). Our firm register number is 305814. We are permitted to arrange, advise on, deal as an agent of insurers and clients and assist in claims handling with respect to noninvestment insurance policies. We are also permitted to arrange finance to cover insurance premiums. You can check these details on the Financial Services Register by visiting the FCA’s website,, or by contacting the FCA on 0800 111 6768.

Explanation of Service

  • Our service includes providing you with information relating to the cover we can arrange, arranging your insurance cover with insurers to meet your requirements, and helping you with any ongoing changes you may have to make.
  • In arranging this insurance we deal with a panel of insurers. Details of your insurer are shown in the policy wording.
  • We do not provide any advice or personal recommendation concerning the suitability of the insurance product you select.

Your Duty to Give Information to Insurers

  • Your insurance is based upon the information you provide to the insurers when arranging or renewing the insurance or making any mid-term changes. You must ensure that all such information given is complete and accurate. Please take care to answer all questions honestly and to the best of your knowledge.
  • You are responsible for all answers or statements that you make when arranging the insurance, on proposal forms, statements of fact, claim forms or other material documents and you should ensure these are full and accurate.
  • If you do not answer the questions correctly at the time of taking out an insurance policy or fail to advise the insurers promptly of changes to the information you have given during the period of insurance, this may invalidate your insurance cover and could mean that part, or all, of a claim may not be paid.


  • All personal information about you will be treated as private and confidential (even when you are no longer a customer), except where the disclosure is made at your request, with your consent, in relation to arranging your insurance or where we are required to by law.
  • Some or all of the information you supply to us in connection with your insurance proposal will be held on computer and may be passed to insurance and/or other companies for underwriting and claims purposes or for arranging credit.


  • Under current Data Protection legislation you have a right of access to see personal information about you that is held in our records, whether electronically or manually. If you have any queries, please write to the Operations Director at Voyager Insurance Services Ltd., 13-21 High Street, Guildford, Surrey GU1 3DG.
  • For more information please refer to our Privacy Notice at

How to claim

  • Please refer to your policy wording if you need to make a claim. You should contact the specified claims handlers as soon as possible. If in any doubt about whom to contact, please telephone us on 01483 806 680.

Fees and Charges

  • An administration fee of £35 may be charged for every policy issued or renewed. This charge will cover any further administration work we carry out on your behalf pertaining to your policy throughout the year.
  • You should contact us before deciding to cancel any policy.
  • If a policy is cancelled by you outside of the 14 day ‘cooling off’ period, no refund will be given where there has been a claim or potential claim on the policy during the current period of insurance; and the full annual premium will become due and payable.
  • We will not incept/renew cover on your behalf until either the full premium is received; or if paying by instalments, your deposit of 20% of the total amount due and a signed mandate are received; unless otherwise agreed by us.

Renewing your policy via premium finance

  • If you have chosen to pay for your policy in instalments using premium finance, we will renew it for you automatically, to ensure continuity of cover, using the existing finance arrangement. This arrangement only applies to premium finance customers.
  • It is not always possible for us to be able to automatically renew your insurance as there may be certain circumstances (change in your risk details, changes with an insurance company, product changes, etc) that prevent your insurance from being automatically renewed. In these circumstances we will need to discuss your policy with you before your renewal date or your policy will not renew.
  • We will contact you prior to your renewal date to confirm your renewal premium and policy terms; and to ask you to confirm any material changes in the past year of insurance, before taking any payment. If we are unable to offer any renewal terms, we will write to you at the last known address we have for you to let you know.

Protecting your money

  • Prior to your premium being forwarded to the insurers, and for your protection, we hold premiums received as agent of your insurer and your policy is treated as having been paid for once you have paid us.


  • About your policy – In the event you wish to make a complaint about your policy or claim please follow the complaints procedure shown on your schedule.
  • About our service - It is our intention to provide a high level of service at all times. If, however, you have reason to make a complaint about our service, we have internal procedures for handling complaints fairly and promptly. In the first instance you should contact the Managing Director at Voyager Insurance Services Ltd, 13-21, High Street, Guildford, Surrey GU1 3DG or telephone 01483 806 680.

In the event of a complaint:

  • Where we cannot resolve a complaint within three business days, we will acknowledge the complaint promptly and, in any event, within five business days.
  • Wherever possible, your complaint will be dealt with within 20 business days and if compensation or redress is felt to be appropriate details of this will be provided. If it is felt that your complaint is not justified you will be provided with full reasons for this decision.
  • If it is not possible to respond to your complaint within 20 business days you will be advised of the reasons in writing and given a note of when you may expect a final response.
  • If you remain dissatisfied, you may be entitled to refer the matter to the Financial Ombudsman Service. We shall provide you with details upon request. Further information is available at or telephone 0800 023 4567. If you do decide to refer any matters to the Financial Ombudsman Service your legal rights will not be affected.

Compensation Arrangements

  • We are members of the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if we are unable to meet our obligations. This depends on the type of business and the circumstances of the claim. Further information about the compensation scheme is available at or telephone 0800 678 1100 or 020 7741 4100.

Meeting your Demands and Needs for Insurance

  • The policy coverage provided is typical of the great majority of this type of insurance and is designed to meet the needs of the customer when considering insurance protection for their home and/or its contents. The sales process has been designed to provide you with enough information for you to decide whether this policy meets your particular demands and needs but we have not given you any specific or personal recommendation to buy this insurance.

Our earnings

  • In return for placing business with insurers and/or underwriters and/or other product providers, we generally receive a commission from them which is a percentage of the premium that you are charged.
  • For arranging premium instalment facilities we earn commission from our premium finance provider(s) which is usually a percentage of the individual loan. This means that the amount you pay for credit and the overall cost of arranging your insurance will vary according to the interest charged by the lender and the amount of commission we earn.


  • Using premium finance makes the overall cost of the insurance more expensive.
  • A full breakdown of the cost of your insurance and the cost of credit will be provided as part of your new business or renewal quotation before you make a decision whether to proceed.
  • When we sell you a policy the insurer pays us a percentage commission from the total premium that you are charged. If the type of policy we sell reaches specific profit targets the insurer may also pay us an additional bonus.


  • You are entitled, at any time, to request information regarding any commission which we may have received as a result of placing your insurance business or arranging premium finance.
  • Please be assured that at no time will the way in which we are remunerated conflict with our responsibilities to meet your needs and treat you fairly.