Introduction

Tilt Services Limited is an independent intermediary authorised and regulated by the Financial Conduct Authority (FCA) to arrange and administer insurance. You can check our registration by visiting the FCA website at register.fca.org.uk and quoting our registration number of 578639.

We are a cutting-edge digital broker providing next generation customer experience to ensure a professional, efficient and courteous service. These terms and conditions set out the basis on which we will conduct business with you and provide our services. Please read this document carefully as it contains important information.

Our Services

Our aim is to empower you to manage your insurance needs to suit your own individual circumstances. We will not offer advice or recommendations, but will provide you with the information you need in order for you to be able to make informed decisions about your insurance, including:

• Providing you with insurance quotations based upon your stated needs
• Arranging and administering your insurance policies, including assisting with changes where needed
• Providing optional extra insurance policies to supplement your cover
• Providing you with your Tilt App which enables you to manage your policy and have instant access 24/7 to your policy documents (it’s essential you read and understand your documents, and tell us if anything isn’t right or changes)
• Providing ongoing support.

We work with a specially selected panel of insurance providers to offer you the cover you need. We also offer a number of optional add-on products that enable you to enhance your cover to best suit your own circumstances – where we offer add-on products these will be from a single provider. The insurance providers we work with are:

• For motor, tradesman and property owners insurances: Highway, Covea, Ageas, AXA, Aviva, QBE, AIG (not all insurers will quote for every class of insurance)
• For optional add-on insurances: Property Owner’s Claims Assistance is provided by Qlaims, Legal Protection Insurance across all classes is provided by ARAG, and Guaranteed Replacement Vehicle is provided by Auxillis.

We will always tell you the insurer underwriting your policy when you get your Tilt quote.

We act on your behalf as our customer except where we are authorised to act on behalf of the insurer to hold premium and/or to bind insurance.

Our services, including our website, the Tilt App and all policy documentation will be provided to you in English.

Payment of your Insurance Premium

Premiums may be paid annually by credit or debit card upon purchase, or monthly using our premium finance credit scheme.

If you choose to pay your premium monthly, we will ask you to pay a deposit upon purchase and the balance will be funded via a credit agreement with our selected premium finance provider. Your monthly instalments will be payable by direct debit to the premium finance provider. Tilt deals with a single finance provider, Premium Credit Limited.

If you pay annually, unless you ask us otherwise, we will store your card details and you will be deemed to have approved future payments being taken from or refunded to your card, for example on any changes you make to your policy, or for your next renewal. If you wish to opt out of allowing future payments, you can do that via the Tilt App, or by contacting our team.

When you pay your insurance premiums to us, we act as the agent of your insurer; this means that once we have received the premium from you it is treated as having been paid to the insurer. Where an insurer refunds all or part of a premium (for example, in the event of the cancellation of a policy), the refund will be paid to us and we will pay it to you.

Should your premium payment(s) not be made by the specified date(s) when they are due, we have the right to cancel or to request your insurer to cancel the policy. Any refund of premium in this situation will be offset against the outstanding balance. If, when we have applied any refund to the amount outstanding, there is still an amount due to us we will seek to recover this from you. In the event you do not pay us any amounts we are due, we may instruct debt recovery agents and their costs will be added to the amount outstanding.

Please note that after a claim, insurers do not normally allow any refund of a premium and, if you have chosen to pay your premium monthly, any outstanding direct debit payments due under the credit agreement must be paid in full if your policy is cancelled.

Our Remuneration

We are paid for our services through a combination of commission paid by insurers (which is a percentage of the premium charged) and fees which you pay directly to us. If you pay your premium by monthly instalments we will also earn commission from our premium finance provider, which will be a percentage of the financed premium. In agreeing to these Terms & Conditions you agree to pay any due fees as detailed in our fee schedule below. We will disclose our remuneration to you in a transparent manner upon request.

Scroll right if you can't see the whole fees table above.

The New Business Set Up and Renewal Set Up fees are included within your policy price and are non-refundable in the event of cancellation.

Fees for Missed Direct Debit and failure to return the Credit Agreement only apply if you pay your premium by monthly instalments. They are payable to the premium finance provider.

Renewal of Your Insurance

When purchasing your insurance we let you know that we will automatically renew your policy as long as terms are available and you do not opt out of auto-renewal. When your insurance is due for renewal we will contact you in good time before your renewal date to provide you with your terms for the coming year. You must check the details provided and let us know about any changes. In most cases we will attempt to renew your policy in line with those terms from your renewal date unless you tell us not to.

Where we renew your insurance automatically, and you pay annually, we will debit your premium from the card you used to pay your last premium to us approximately 5 days before your renewal date. If you pay monthly your policy will be renewed under your credit agreement with our premium finance provider and the instalments will be taken using your existing direct debit mandate.

You can amend your preferences for automatic renewal within your Tilt App or by calling us.

Our Relationship with You

As a digital broker, our main methods of communication with you will be electronic, via email, SMS and the Tilt App. As such it is a condition for buying your insurance through Tilt that you download and use the Tilt App, which is where you will find all your essential insurance documents.

Our Customer Service team is also available when you need further assistance and can be contacted by online chat, email or phone. Our digital assistant is available 24/7 and for where you need that human touch, you can always call us.

For our joint protection we may record and retain copies of all telephone calls and internet chats.

Providing we have your permission, we will accept instructions from another person on your behalf (as your agent). If you would prefer us not to do so, please let us know. We will act on all instructions received from your agent as if we were dealing with you directly and will continue doing so until you notify us in writing to the contrary. It is your responsibility to ensure that any instructions given to us by your agent are correct and to notify us of any limitations in respect of your agent’s authority. We will not be responsible for:

• checking that your agent has accurately passed on your instructions
• any exposure arising from inaccurate information submitted by your agent to either us or an insurer and
• checking that your agent has your continuing authority to instruct us on your behalf.

We will always handle your data responsibly – for details of what data we collect and what we use it for, please see our Privacy Policy.

Tilt Services Limited trades as Tilt and FairCover and is part of the Howden Group. The Howden Group includes Dual Corporate Risks Ltd (which also trades as KGM and Magenta Insurance), Howden UK Brokers Ltd and Howden Insurance Brokers Ltd. Some of these operate as Managing Agents. These Managing Agents act as agents of insurers for the purposes of underwriting and binding insurance risks. In some cases, and where appropriate, we may present to you insurance policy terms and conditions from Group entities. We may also access insurance companies via another Howden Group broker where we deem it necessary to do so.

Your Responsibilities

To ensure that we provide the best possible service, you have a clear responsibility to:

• Provide accurate, honest and complete information about your insurance needs and any relevant circumstances
• Notify us of any changes to your circumstances that may affect your insurance cover
• Read and understand the terms of your insurance policies
• Pay premiums in a timely manner.

It is important to note that if you provide inaccurate or incomplete information, or fail to mention something we would reasonably have expected to be disclosed to us, this may impact the price you pay, the terms of your cover or may invalidate your policy resulting in:

• your insurance being treated as void so that you would be deemed to have never had insurance in place, or
• you being paid a lesser proportion, rather than the full amount, of any claim.

It is your responsibility to check the documentation we send you in relation to each insurance contract and satisfy yourself that it is entirely in accordance with your understanding and instructions. You should advise us promptly of any incorrect points or changes required. Otherwise, we will assume that the documentation and insurance contract satisfy your requirements.

Duty of Fair Representation for Commercial Policyholders

An insurance contract is one of the utmost good faith. You owe a legal duty to make a fair presentation of the risk to the insurer. You have a duty to disclose to the insurer every material circumstance which you know or ought to know after a reasonable search or which is sufficient to put the insurer on notice that it needs to make further enquiries for the purpose of revealing those material circumstances. In addition, you have a duty to disclose information in a clear and accessible manner. A circumstance is material if it would influence a prudent insurer’s judgment in determining whether to underwrite the risk and, if so, on what terms.

Failure to disclose a material circumstance may entitle an insurer to:

• in some circumstances, avoid the policy from inception and in this event any claims under the policy would not be paid
• impose different terms on your cover and/or
• proportionately reduce the amount of any claim payable.

This duty applies before your cover is placed, when it is renewed and at any time that it is varied. Your policy wording may also provide that this duty continues for the duration of the policy.

You should contact us immediately for assistance if you are unsure whether information may be material, or if it comes to your attention that you may have not disclosed full and accurate information.

Tilt App Terms of Use

By downloading, accessing and using the Tilt App, you accept and agree to be bound by these Terms of Use.

Use of the App To use the Tilt App you will need your registered email address and a verification code which will be provided to you when you log into the App following purchase of your policy. You agree to use the Tilt App only for lawful purposes and in accordance with these Terms of Use. You must not use the App in any way that could damage, disable, overburden, or impair the App or interfere with any other party's use of the App. You must update the App when an update is initiated or requested.

Security You must treat your access and security details for the App as confidential and take all reasonable steps to keep them secure. Do not disclose them to anyone, they are for your personal use. If you sell or transfer ownership of your device you must delete the App before doing so to ensure the new owner cannot access your insurance policies. We do not accept responsibility for any loss you suffer as a result of not complying with this section.

Intellectual Property All content, features, and functionality (including but not limited to text, graphics, logos, icons, images, audio clips and software) on the Tilt App are the exclusive property of Tilt or its licensors and are protected by copyright, trademark, patent, trade secret and other intellectual property or proprietary rights laws. © 2025 Tilt Services Limited. All rights reserved. Unauthorised use and/or duplication of this material without express and written permission from Tilt is strictly prohibited.

Prohibited Acts You must not corrupt, damage or interfere with the App nor disassemble, decompile, reverse engineer or create copies or derivative works based on all or part of the App.

Content The App may contain information, articles and tools to keep you informed about insurance and our products. These are provided for information purposes only and you should not rely on them as advice or recommendations. We are not responsible for any external links from the App, save for links to the Tilt website.

Events outside our Control We will use reasonable efforts to make the App available at all times. However we do not accept responsibility for any non-availability, delay in service or errors due to factors which are outside our control such as issues with your device or with the internet or mobile networks.

Changes We may change the App and/or these Terms of Use at any time. We will bring any material changes to your attention via the App. Your continued use of the App following the posting of changes will constitute your acceptance of such changes.

Deletion of the App The App is an essential part of our service to you and enables you to manage your Tilt insurance policies, so we require you to keep the App active whilst you are with us. If you no longer hold any Tilt insurance policies, you may delete the App.

Financial Services Compensation Scheme

We subscribe to the Financial Services Compensation Scheme (FSCS). In the unlikely event that we cannot meet our obligations to you, you may be entitled to compensation from the FSCS. Eligibility for compensation from the FSCS depends on the circumstances of any claim, and the type of person or organisation making the claim. For most non-compulsory general insurances, compensation of 90% of the claim is available, with no upper limit. Further information about compensation scheme arrangements is available from the FSCS at www.fscs.org.uk.

Vulnerable Customers

We understand that customers will sometimes have specific needs or will face specific circumstances where they require or would benefit from additional support, guidance, help or assistance from us. We are committed to providing this additional support to ensure that all our customers have the same opportunity to understand fully the information that is provided to them, to understand their obligations, to make decisions that are right for them and to make sure they can use their insurance policy and our services in the way intended.

In order for us to provide you with the support you need, we welcome and encourage you to tell us at any time if you have any specific needs or are facing any specific circumstances that we can support. We will seek to provide you with this support any time we interact or communicate with you or any time you need our assistance, including when buying your insurance policy or making future changes to your insurance policy. Where necessary, we will provide you with this additional support in a sensitive, discreet and confidential way.

We also recognise that sometimes our customers may face financial difficulties which bring with them additional financial and non-financial pressures and challenges. At Tilt, we are committed to seeking ways to assist our customers who may require additional support during such difficulties.

Claims Handling

In the event of a claim, please refer to your Tilt App for instructions on how to report your claim and also refer to the terms of your policy wording. You must notify any claims or potential claims as soon as possible and provide all necessary information and documentation.

Complaints Handling

We are committed to providing a high level of service, however, if you are not happy with any aspect of the service you have received from us, we would like to know and will do all we can to resolve the situation. Please contact us at complaints@tiltinsurance.co.uk and we will try to resolve matters for you.

We will aim to assist with your complaint as quickly as possible, and will keep you informed throughout the process, but if you are not satisfied with our response within 8 weeks, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). For further information, you can visit the FOS website www.financial-ombudsman.org.uk.

Cancellations

You may cancel your policy with us at any time. However if a claim has been reported, insurers generally do not allow any refund on cancellation and in such circumstances if you pay by monthly instalments you will be required to pay the remaining balance of your instalments at the point of cancelling your policy. Where no claim has been reported you may be due a proportionate refund for the period of cover remaining subject to deduction of any fee due (see Our Remuneration section above). Any optional extra products purchased with your policy will be cancelled at the same time.

Commission and new business and renewal fees are fully earned upon the inception or renewal of the policy and, in the event that the insurance is cancelled or if our appointment is terminated, for any reason, we reserve the right to retain or recover the remuneration we have earned for the full policy year.

Where you do not maintain direct debit payments or other instalment payments, if you fail to provide any necessary supporting documents for your policy, if we reasonably suspect fraud or for other valid reasons, we reserve the right to instruct your insurers to cancel your insurance policy.

Upon cancellation, any optional extras purchased with your insurance policy will also be cancelled.

Governing Law

These terms and conditions are governed by the laws of England and Wales. Any disputes arising from or in connection with these terms will be subject to the exclusive jurisdiction of the courts of England and Wales.