Frequently asked questions

About Simply Business

1. What is Simply Business?

   Simply Business offers businesses and landlords an easy way to compare insurance quotes, buy a policy and manage a policy online. We have relationships with leading insurers for business and landlord products, which allows us to offer a wide choice on product and price, and to cover a wide range of businesses, from self-employed individuals to large companies.

2. Where do your quotes come from?

   We use a unique application on our website, which allows our insurance partners to provide live instant quotes based on the information given on our quotation form. The quotes are real and the insurance documents can be viewed and the policy bought within minutes on our website.

3. Are you like other quote comparison sites?

   We operate differently because our quotation form is detailed enough to enable our insurance partners to provide live quotes which are tailored to our customers' specific industry and related risks. As one of the largest providers of business insurance within the UK we are able to negotiate highly competitive rates with our insurance partners. All fees and commission are included within the actual cost of the insurance policy which helps to keep our prices as low as possible.

4. What services do you offer?

   Simply Business offers a range of business insurance products, including public liability insurance, employers' liability insurance, professional indemnity insurance, stock cover, business contents cover, tools and equipment cover, legal expenses cover and business interruption cover. For rental properties we offer landlord insurance, which can include buildings insurance, contents insurance and tenant default cover. Additionally, we can help businesses find an invoice finance lending facility.

5. I can't find your FSA accreditation - why?

   Simply Business is a brand name of Xbridge Limited. You can look up Xbridge Limited on the FSA database - our registration number is 313348

General Enquiries

1. I wish to be removed from your system and mailing lists

   Please email customerservices@simplybusiness.co.uk to be removed from our system. If you have received a marketing email and would like to unsubscribe, there should be an email link on the bottom of the most recent email you received. Just click on the link and click send.

About our insurance products

1. What is public liability insurance?

   Public Liability insurance covers the cost if, as a result of your business activity, you injure a third party or cause damage their property. Visit our Public Liability Insurance page for a more detailed description.

2. What level of public liability cover should I buy?

   Every business requires a different level of public liability, depending on the amount of risk that it undertakes. There may be accepted standards for your industry or client requirements that you must follow so it's best to check these things before making a decision.

3. What is professional indemnity insurance?

   Professional Indemnity insurance covers the cost if you give faulty advice or are negligent in your work and as a result you damage a client's business financially. The client may sue your business and the insurance would cover any compensation payments and legal expenses owed. Visit our Professional Indemnity Insurance page for a more detailed description.

4. What level of professional indemnity cover should I buy?

   This is a different choice for every business, however you can assess your ideal level of cover based on the number of clients you have and what the cost could potentially be if you gave the wrong advice or were negligent in your work.

5. What is employers' liability insurance?

   Employers' Liability Insurance protects your employees as it gives them the ability to claim compensation if they are injured or become ill at work. If you do not have it, your business may not be able to afford to pay compensation in which case both you and your employee would suffer financially. Employers' Liability is a legal requirement in the UK so if you have one or more employees, even if they are temporary or casual, you will need a minimum of £5 million in cover. Visit our Employers' Liability Insurance page for a more detailed description.

6. What level of employers' liability cover should I buy?

   If you have employees and need employers' liability, Simply Business can cover you for £10 million on your insurance policy.

7. Is it illegal not to have business insurance?

   Employers' liability insurance is the only business cover that is a legal requirement. It is not illegal to carry other types of cover as they may not be appropriate to your business type, however it is important to have cover in order to protect your business financially and to protect the interests of your clients and the public. Some business types will be required to have certain insurance covers by clients, for example if you are a DJ you will need your own Public Liability insurance.

8. What is tools cover?

   Tools cover is an optional insurance cover that will pay out in the event that your tools or equipment is stolen or damaged. Visit our Tools and Equipment Insurance page for a more detailed description.

9. What is business interruption/revenue protection cover?

   Business Interruption or Revenue Protection insurance ensures that in certain circumstances when your business is unable to operate, you will have enough income to keep the business afloat. Visit our Business Interruption Insurance page for a more detailed description.

10. What is stock cover?

    Stock insurance is there to cover the cost of replacing your stock in the event that it is stolen, damaged or destroyed. Visit our Stock Cover page for a more detailed description.

11. What is cash cover?

    Cash cover is there to help replace stolen, damaged or destroyed cash that is kept on your premises.

12. What does buildings insurance cover?

    Buildings insurance covers you for the cost of damage to the structure of your property, such as that caused by fire, flood, vehicle damage, etc. When taking out buildings cover, you need to work out the cost of rebuilding the property. If you own the building on a lease-hold basis, find out if you need your own buildings insurance or whether it is already covered by the lease owner or their building management company. Find out more about buildings insurance here.

13. What does contents insurance cover?

    Business contents insurance covers your possessions within your premises. This might cover things like computer equipment, furniture and other electricals.

14. What is tenant default insurance?

    Tenant Default insurance covers you if your tenant is unable to pay his or her rent due to insolvency or other specified circumstances. The insurance can cover rental payments for an agreed amount of time.

15. What does terrorism insurance cover?

    Terrorism insurance covers you for damage to your building specifically caused by terrorist activity. You may wish to take out terrorism cover if your rental property or business premises is in a building that may be considered a target by terrorists. For example if your rental flat was in a particularly tall block in a city centre.

Getting insurance quotes from Simply Business

1. I need help with the form - who do I speak to?

   Sorry to hear you are having problems with our quotation form. Some further information is available from the form itself if you click on the boxes with the red question marks. If this information doesn't help with your query you can speak to a member of our customer services team who will be happy to answer any questions you have. Email customerservices@simplybusiness.co.uk or call 0845 450 9959.

2. I didn't receive any online quotes - why not?

   Sometimes quotes do not appear after customers have completed the form, which can mean that the information given indicates that their insurance needs are too complex to provide an instant quote. If this happens to you your form will be looked at in person by our insurance team. If we can help, we may then take a few days to get back to you with quotes. We appreciate that this can be very annoying but we are committed to quoting customers for the right cover and sometimes we are unable to do that instantly.

3. I was told I would receive a call back about quotes - when will I receive the call?

   If you request a call back we endeavour to get back to you at your preferred time or within 24 hours. If you did not receive quotes online, we may take a little longer to get back to you as our insurance team is looking at your insurance requirements and speaking to our insurance partners on your behalf. If you do not hear back from us and your insurance needs are urgent, contact us either by email at: customerservices@simplybusiness.co.uk or call 0845 450 9959.

4. Can I get quotes by calling you directly?

   If you were to call our contact centre directly for quotes a member of our insurance team would simply take you through the questions on the online form. Therefore we find things works best if you complete the form yourself and then decide afterwards whether you'd still like to speak to one of the team or whether you are just happy to go ahead and buy the policy online. We work hard to make sure that the form is as clear and easy to use as possible and that there is no un-necessary insurance jargon on our documentation. There are information boxes throughout the form to clarify questions that have the potential to be confusing. When you get your quotes you can see each policy document that goes with it so you can judge whether it is the right cover for your business. That said, if you would feel more comfortable speaking to one of our insurance team about your insurance, we suggest that you complete the form first and then request a call back. We will get back to you at your preferred time or within 24 hours.

5. What happens after I complete a quote form on the website?

   Once you click 'submit' on the quote form you will be taken to a page with your quotes. Depending on the details you gave you may receive between 1 and 7 quotes from different insurers. If we were unable to give you instant quotes online, our insurance team will look at your form to see how we can help. For each quote you see listed you can check out the full policy documentation, including any exclusions and excess notifications. This should help you decide which is the right quote for you before you go on to make a purchase. When you click submit on the form, a secure personal account is automatically set up for you, which contains your quotes. Your quotes will be stored in this account permanently but are only valid for purchase for 30 days. If you wish to buy one of the quoted policies, you simply need to follow the on-screen instructions.

6. What does my policy cover?

   You can see what your policy does and does not cover on your policy documents. Each insurance policy is different and tailored to your business requirements. You can access your policy documents 24/7 in your secure online account. To login, go to the Simply Business homepage, click 'My Account' in the top navigation and login using the email address and password you gave on the quote form.

7. I've requested a call-back. How quickly can I expect you to call?

   We aim to contact you within 24 hours of your request. Calls are made during our office hours which are 9am - 6pm Monday to Friday.

8. How can I view my quotes after I've clicked away from your website?

   Once you have clicked away from Simply Business, you will soon receive an email listing your quotes which you can keep for your reference. Don't worry, we haven't automatically added you to our email mailing list - this would only happen if you checked the box to receive communications from us. The email also has instructions for retrieving your quotes from your online account. Your quotes are valid for 30 days but you can view them any time in your online account. To access your account go to the Simply Business homepage, choose 'My Account' from the top menu, and login using the email address and password you gave on your quotation form.

9. What happens to my personal information?

   After you complete the quotation form, your information is stored on our secure database in accordance with FSA regulations. You may request removal from the database at any time, although for Simply Business policy holders, we are required to keep it. You can view our privacy policy from the homepage, which describes the way in which we use your data.

10. Will I get put on a marketing mailing list?

    After visiting our website you may receive automatic emails from our system - for example if you were to receive quotes we would send you an email with a list of the quotes for your personal reference. However you are not added to any marketing mailing lists unless you check the box requesting to be sent information and offers from us by email, or you sign up to receive our emails on our site. If you did check the box but change your mind you can simply click on the unsubscribe link which is on the bottom of all our marketing emails.

11. Is there a number I can call from overseas?

    If you are overseas and need to get in touch, we recommend you email our customer services team with your query and we will arrange for the appropriate person to call you back. The customer services email is: customerservices@simplybusiness.co.uk Please give your quotation reference number or policy number when you get in touch as it helps us deal with your enquiry more efficiently.

12. I have received quotes but I still have questions

    If you still have questions after receiving your quotes and they cannot be answered in this FAQ section, you can contact us in one of the following ways: by email: customerservices@simplybusiness.co.uk , call our insurance team on 0845 450 9959 . Please give your quotation reference number when you contact us.

Paying for your policy

1. How do I purchase a policy?

   Complete the quotation form, then compare the policies and prices of the quotes you receive. To purchase your chosen policy, you can either buy online straight away by clicking on the 'Buy Online' button, or if you clicked away from the website you can buy the policy (within 30 days) by logging into your secure online account.

2. Which payment methods can I use?

   You can pay either by credit card, debit card or via direct debit if your policy costs over £250. You can either pay online or on the phone with our contact centre.

3. Which credit/debit cards can I use?

   If you are having problems paying online, call our insurance sales team on 0845 450 9959 or email customerservices@simplybusiness.co.uk and request a call back. When you contact us it helps if you can give your quotation reference number as we can find your information more easily. A member of staff will guide you through the payment process and help resolve any issues that may occur.

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

   If you are having problems paying online, call our insurance sales team on 0845 450 9959 or email customerservices@simplybusiness.co.uk and request a call back. When you contact us it helps if you can give your quotation reference number as we can find your information more easily. A member of staff will guide you through the payment process and help resolve any issues that may occur.

5. I need an invoice. How can I get one?

   Your invoice is stored as a pdf in the same location as your policy documents. Just login to your online account, click the 'Manage my Policies' button, and then click on the relevant policy to view the list of documents. One of these will be your invoice.

After you buy - what happens next?

1. What does my insurance policy cover?

   You can see what your policy does and does not cover on your policy documents. Each insurance policy is different and tailored to your business requirements. You can access your policy documents 24/7 in your secure online account. To login, just visit the account login page www.simplybusiness.co.uk/account and use the email address and password you gave on the quote form.

2. I haven't received confirmation of my policy yet

   When you buy a policy with us, we will send you an email immediately confirming that your policy has been purchased. This email contains details of your insurer, policy number, the start date and the end date of the policy. It also gives instructions on how to access, download and print your policy documents from your online account. Further to this email, we will also send you a confirmation letter in the post, which should arrive 2-5 days after purchase. If you don't receive this letter straight away don't panic as we don't send out policy documents in the post - they are available at all times to download from your online account. If you don't receive a confirmation from us at all, contact our customer services team by email at customerservices@simplybusiness.co.uk or by phone on 0845 071 0270.

3. How do I get my policy documents?

   From the moment you have bought your insurance policy, the full documentation is accessible from your secure online account. To access your account, either follow this link: http://www.simplybusiness.co.uk/account or visit our home page and login using the My Account box in the top right corner of the page. To login you will need the email address and password that you gave on the quotation form. If you are unsure which email address you gave, it will be the one linked to the email account to which we sent the confirmation of purchase email. If you cannot remember your password, you must click on the 'forgotten password' link and you will be sent instructions for resetting it. If you have any problems downloading your documents from your account, email us at: customerservices@simplybusiness.co.uk quoting your policy number.

4. Can I print my own policy documents?

   You can print your own policy documents. Simply login to your account at www.simplybusiness.co.uk/account and locate the documents relating to your policy. Once you have your documents on screen you can print them yourself.

5. Can I download my policy documents?

   You can download your own policy documents to store on your computer. Simply login to your account at www.simplybusiness.co.uk/account and locate the documents relating to your policy. Click the icons to download the ones you want. Your document files will be permanently stored in your account so you can download and/or print them as many times as you like.

6. Help! I can't access my documents

   If you are unable to access your documents because of problems loggin into your account, try re-setting your password by clicking the 'Forgotten Password' link on the login page. If you can't locate your documents or open them while logged into your account, contact our customer services team for assistance at customerservices@simplybusiness.co.uk.

7. Help! I can't log in to my account

   If you are unable to login to your account, first make sure you are using the correct email address. The one needed is the one you used when first getting quotes for your insurance. If you are sure your email is correct, try re-setting your password by clicking the 'Forgotten Password' link on the login page. If you still cannot login, please contact our customer service team at customerservices@simplybusiness.co.uk

8. What should I do if I forgot my password?

   We do not keep a record of customer passwords for security purposes, therefore if you have forgotten your password you'll need to re-set it. To do this, click on the 'Forgotten Password' link on the login page. You will receive an email shortly containing a link which you should click - this will take you to a page where you can create a new password.

9. What should I do if I can't remember my registered email address?

   Your registered email address is the same one to which your Simply Business emails come through to. If you really can't remember it, please contact our customer services team at customerservices@simplybusiness.co.uk

10. What will I receive in the post?

    We don't use paper insurance documents, therefore when you buy a policy the letter you receive in the post is only to confirm your purchase and give your key policy information and claims information. It may also contain details of any additional customer benefits we are offering at the time.

11. Why haven't I received my policy documents in the post?

    We don't believe that there is a need for piles of insurance paperwork for every policy, so all our documents are stored digitally. This way you can print off only the documents you need, all of which are stored in your secure online account.

12. I haven't received my welcome letter - what should I do?

    Your welcome letter should arrive within 5 days of your purchase. If you haven't received a welcome letter confirming your purchase by this time don't worry, you should also have received an email with details of your policy and instructions as to how you can access your documentation. You can request a new letter by emailing customerservices@simplybusiness.co.uk

13. I haven't received my Google voucher - what should I do?

    All our new business insurance customers should receive a Google voucher. This is delivered in the post with your welcome letter. If you haven't received a Google voucher with your letter, let us know by emailing customerservices@simplybusiness.co.uk

14. Where is my public liability certificate?

    Only certain insurers provide a public liability certificate. If yours does, it will be available to download from your account along with your other documentation. If you can't see a certificate, you should use the policy schedule document in its place. If you have queries about this, please email customerservices@simplybusiness.co.uk

15. Where can I find my policy number?

    Your policy number is printed on your insurance documents which are stored in your online account. You can also find it on the confirmation of purchase email which you received after buying the cover, and on the welcome letter we sent in the post.

16. Can I receive my policy documents by email?

    We do not normally send out policy documents by email as they are available to view and download from your online account. However if for some reason you cannot access your account, you can make a special request from our insurance team and we will send you copies by email.

17. I have bought by Direct Debit, what is the telephone number of the finance provider?

    Premium Credit Limited provide the finance for your Direct Debit, should you have any questions about your payment instalments their number is: 0844 736 9836

Managing your insurance policy

1. Where can I get copies of my insurance documents?

   Your documents are stored permanently in your online account, which means that you can access, download and print them as many times as you like! To login to your account visit www.simplybusiness.co.uk/account

2. How can I add a cover to my policy?

   If you would like to add a cover to your policy, or to increase the level of a cover you already have, contact our insurance team on 0845 071 0270 or email customerservices@simplybusiness.co.uk

3. How will I know when to renew?

   It is important to renew your policy before it ends in order to maintain your insurance cover. To ensure you don't miss your renewal date, we send you a letter, emails, a text message and also give you a call. This may sound like overkill but it's easy to miss one of the messages so this way we can cover all your bases!

4. Who should I contact if I have questions?

   If you have questions about your live policy, contact our customer services team on 0845 071 0270.

5. What extra benefits can I get with Simply Business?

   We are able to offer our customers extra benefits from time to time. These are listed in a special section within your online account.

6. Is there a reward for recommending a friend?

   If you recommend a friend to Simply Business using our refer-a-friend form, you could receive 10% off your next renewal premium for each friend who buys a policy with us. The form is located here: www.simplybusiness.co.uk/raf . If you don't use the form we can't track your referral and so will be unable to offer a reward in return, even though we are grateful for all recommendations.

7. I need written confirmation of my cover. Where can I get it?

   Your Policy Schedule document will confirm your cover and can be used to give to any clients who need to see it. This can be printed from your online account.

Amending your details

1. How do I update my contact details?

   It's very important to keep your contact details up to date. You can update your details in your online account - just login at www.simplybusiness.co.uk/account and click the 'Update Details' link in the top right of the page. If you have problems doing it this way, you can email your update to: customerservices@simplybusiness.co.uk. Don't forget to tell us your policy number so we know who you are!

2. How do I change the start date on my policy?

   If your cover hasn't started yet and you need to change the start date, contact our customer services team as soon as possible on 0845 071 0270 or email customerservices@simplybusiness.co.uk. Our office hours are 9am - 6pm Monday to Friday. Please quote your policy number.

3. How do I change details on my policy?

   If you need to change something on your policy, please contact our customer service team on 0845 071 0270 or email customerservices@simplybusiness.co.uk. Please quote your policy number.

4. How do I change my payment details?

   Contact our customer services team and they will update your payment details for you. 0845 071 0270 or customerservices@simplybusiness.co.uk - don't forget to have your policy number ready.

Renewing your policy

1. Do you renew my insurance policy automatically?

   Yes. When your policy expires, we will usually automatically renew it. From 30 days before the expiry date, we will send you three emails to tell you we are going to renew your policy. You can choose to opt out of renewal or to make changes to your policy. We will also contact you if we are not able to offer renewal, and discuss alternative options. If you have missed the emails that we send and want to cancel the policy after payment has been taken, tell us within 30 days and we will give you a full refund. For more information about the process, visit this page: http://www.simplybusiness.co.uk/renew

2. What do I do if I don't want to be automatically renewed?

   Just tell us. Call us on 0845 450 9959 and we will make sure your policy doesn't get automatically renewed when it expires. We will still remind you when it's due for renewal though, and you will still be able to renew your policy if you choose to.

3. How do I know when my renewal date is due?

   Your renewal date is printed on your policy documents which are stored in your online account. It is also on your welcome letter and your purchase confirmation email. When your renewal date is approaching we will send you reminders by email and text.

4. Do I have to stick with the same insurer?

   When you renew, we will give you a completely new set of quotes. You can choose to stick with your current insurer or switch to another with a cheaper premium or more comprehensive cover.

5. What should I do to renew my policy?

   Renewing your policy is simple. Just login to your online account at www.simplybusiness.co.uk/account and follow the instructions on screen. You will need to go through your form to check your details are up-to-date and then we will give you a range of new quotes. If your expiry date has passed, you will need to complete a new quote form and choose from new quotes.

6. Why do I need to get new quotes?

   When you renew your insurance your premium often changes, so it's a good opportunity to re-evaluate your cover. Giving you a choice of new quotes means that you could get a better price.

7. Why do I need to run through the quotation form again?

   Businesses often change over the course of a year. By going through your quote form again you have the opportunity to update any information that is no longer current and to tell us about any changes to your business activities. It also allows you to choose from a new set of quotes.

Claiming on your insurance

1. Can I make a claim through Simply Business?

   We do not currently offer a claims service within Simply Business, however we can help manage this process for you. Please make a claim by completing the online claims form found on the "How to make a claim" page or by calling your claims telephone number given in your online account.

2. How do I make a claim?

   We give policyholders 2 options to tell us about a claim. You can either tell us about your claim online through our online claims form found on the "How to make a Claim" page, or simply call your claims telephone number. You can find this number under your policy details in your online account.

3. Can I lodge my claim online?

   Yes. We currently offer this option to all policyholders. You can access the online claims form from the "How to make a Claim" page.

4. How long will the claim take to process?

   This depends on the circumstances surrounding the claim. You should make regular contact with your claims handler to get updates on timescales.

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

   If you've made a claim and need to renew your policy, give us a call. Depending on the circumstances the claim may increase your premium but we will work with you to get the best outcome.

Cancelling my policy

1. How do I cancel my policy?

   Send a formal email to customerservices@simplybusiness.co.uk with the word 'cancellation' in the subject line. Tell us your name and policy number in the email, and if possible the reason why you wish to cancel. We will arrange the cancellation straight away.

2. What should I expect after cancelling my policy?

   After you notify us by email, we will cancel your policy with the insurer. You will receive an email confirming the cancellation and telling you how much you can expect to receive as a refund. We will send you any refund within 28 days - please refer to our Terms of Business document for full cancellation terms. If you have any queries you can email us at customerservices@simplybusiness.co.uk

3. How soon can I expect to receive any refund due to me?

   We will refund any monies owed to you within 28 days. If you haven't received anything after this time period, please call or email us.

4. Can I still access my cancelled policy details in my account?

   Your Simply Business account will remain active indefinitely as it stores all your policy documents. It is important to keep these, especially when you have employers liability, as claims can sometimes be backdated. You can access your documents at any time.

5. I have received the wrong refund - who should I contact?

   If you have received the wrong amount, get in touch with us by phone (0845 071 0270) or email (customerservices@simplybusiness.co.uk) quoting your policy number.

If you have a problem or would like to give feedback

1. Who should I contact if I have a complaint?

   If you are unhappy with any aspect of our service, please let us know as soon as possible. Usually we deal with complaints ourselves, but sometimes we need to pass them on to your insurer. Please contact us using the methods outlined in the answer below.

2. What is the formal complaints procedure?

   You can make your complaint by email (customerservices@simplybusiness.co.uk), by telephone (08450710270), or by writing to us (Simply Business, Sol House, 29 St Katherine Street, Northampton, NN1 2QZ). Each of these methods will be treated with the same level of importance and we will deal with your complaint as promptly as possible. Please give us your policy number, plus your claim number if you have one. If you’re not satisfied with how your complaint is dealt with, you can contact the Financial Ombudsman Service. Further information on our formal complaints procedure can be found on our Terms and Conditions page.

3. I'd like to give some feedback - who should I contact?

   We appreciate all feedback from customers and website visitors. Please email us at: customerservices@simplybusiness.co.uk We will make sure your appreciation or suggestion gets to the right person.