FAQs & Support

You can contact us directly anytime, or look for your answers here too!
Glowsure Support & FAQs

Quotes and Documents

This depends on the type of policy. For straight forward policies that fall within standard criteria such as; Tradesmen, Landlords, Public or Employers Liability, Offices, Shops, Retail and Directors and Officers, we can usually do these instantly, providing you are able to provide all the information required. For policies that don’t fit online quote criteria such as Contractors, Homeworkers and some Commercial combined, these can take longer and up to a few days. This is because the quote will need to be manually reviewed by an Underwriter at the insurers. We will prepare a presentation and submit this to each insurer we have access to. Some insurers have slower turnaround times hence the delay, but we will always chase them and keep you informed of progress, providing you with a quote as soon as possible.
Quotes are valid for 30 days unless otherwise stated.
This all depends on the type of policy – each type requires different information. The best thing to do is to call one of our advisors and they will ask for all the information they need. We can also do this via email and send you the appropriate enquiry form but sometimes this can be confusing due to insurance jargon.
Currently, we don’t offer an instant ‘quote and buy’ facility online. We can liaise with you via email if that’s your preferred method of contact.
We will send your document via email. If you would prefer them by post just let us know.

For a quote you will generally receive the following from us;

  • Statement of demands and needs.
  • A report showing the available quotes and our recommendations.
  • Statement of Fact.
  • Summary of cover and IPID if applicable.
  • Our privacy notice.
  • Quote schedule.
    If you proceed with the quote, then you will also receive the following;
  • Policy schedule.
  • Invoice.

Cancellations

You can cancel your policy at any time by contacting us on 01730 239387 or by email at info@glowsure.co.uk. We will then confirm your cancellation options and any return premium if applicable.

For standard cases, a pro-rata return premium will usually be calculated and returned to you. However, you should always speak to us first as your insurance contract could include a cancellation clause (depending on the policy and the insurer). In some cases there may be very little refund or if there has been a claim under the policy, there will not be a refund. Our charges and those of the insurers are non-refundable and we do not refund the commission paid to us for arranging the policy. If you cancel after the cooling off period (within 14 days of buying the insurance or receiving your documents) we reserve the right to charge a £30 administration fee. Where there is a return premium due to you, this can take up to 60 days (although it’s usually sooner) to return as we have to wait to receive it back from the insurer and then pay it back to you. We will email you confirmation when the policy has been cancelled.

Making Changes

Yes, of course. It’s vital that you inform us if anything changes so we can make sure you are still covered correctly. You should call or email us immediately if anything changes. If there is a change to the actual risk of the policy then the insurer might charge an additional premium or if the risk has decreased then there might be a refund due to you.

You can contact your account handler directly, call our office on 01730 239387, or email at info@glowsure.co.uk

If the changes result in an increase or decrease of premium then we will charge a £10 administration fee. This is because of the additional administration involved to make the changes with the insurer. The insurer might charge an additional premium or refund part of the premium depending on the change. They might also have their own administration fee (this typically ranges from £10 to £20).

Claims

We will handle all claims for you so please call us on 01730 239387 or email us at info@glowsure.co.uk to notify us of any new claims. You can also submit a new claim notification on our website here.

If the claim is an emergency and outside of our working hours then you will find your insurer claim number in your policy documents that have been emailed to you.

This all depends on what type of claim it is, the size of the claim and who the insurer is. There are various steps involved, just a few of these are;

  • Obtaining the claims information from the client.
  • Logging the claim with the insurer.
  • Obtaining 2 or more estimates if repairs are required.
  • Seeking information from any other parties if applicable.
  • Attending any loss adjuster meetings.
  • Awaiting loss adjuster reports.

Generally, property claims can be handled quickly. Liability claims can take a very long time, sometimes years. When you log a claim with us, we will be able to give you a more accurate timescale.

Renewals

We will contact you around 6 weeks before your policy is due for renewal to confirm if the details we hold are still the same or have changed. We will then begin work on obtaining renewal terms from your existing insurer as well as comparing the market to make sure you have the best cover at a competitive price. We will then email our recommendation to you in good time before the renewal date. If you have not confirmed to us to renew a week before the date it is due, we will send a reminder to you and again 2 days before your policy is due. We will always try to call you as well as email, unless you have stated otherwise.
No, we don’t automatically renew your policy but there are some instances when we might. For example, where we have not been able to get hold of you to confirm if you would like to renew your policy. We wouldn’t want you to be left without cover so in such circumstances if you have a standard policy, the insurer is not changing, you have not specifically told us not to auto renew and you have paid for your current policy by direct debit, we will renew your policy on your behalf.
If you do not wish to renew your policy with us, we simply ask that you let us know before the renewal date. We will lapse the policy and issue you with confirmation.

Prices / Payments

You can pay the annual premium in full by credit, debit card, BACS or cheque (there is a 2% charge for business credit cards only). You can also choose to pay in monthly instalments by our direct debit facility. Contact us for further information.
This is because the commission rates paid by insurers are variable and do not always reflect the level of work carried out by us. We also assist with any claims you might have which involves a lot of additional work. Most insurance brokers charge an administration fee and often this is much higher than £30. We will always tell you upfront what these fees are.
We are remunerated by commission from your premium and this is paid to us by the insurer. Where we receive no commission we will agree a fee with you before you agree to buy.

Complaints

We appreciate that sometimes things go wrong. If this happens then we want to work with you to make it right as quickly as possible. We have a complaints procedure that we will follow to ensure we do this. This can be found here.

Get a quote for insurance today

5/5
Scroll to Top