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What Insurance do you need for a small business?

Thinking about insurance may not be one of the most exciting things to do, but it is unfortunately necessary if you want to have a worry-free life. Understanding what kind of small business insurance you need for your business can seem like a daunting task, but if you break it down, it is actually quite logical. If you have a small business, you are legally required to have EL (employer’s liability insurance), which covers you should any of your employees suffer an illness or injury while working for you. In addition to EL, there are some other insurance policies that you should consider as a small business:

1) Contents and portable equipment insurance.

Do you use specialist equipment for your business? Or perhaps you have offices where you keep expensive equipment, such as servers, computers and printers? Protecting these expensive assets with an insurance policy is never a bad idea as you will be protected against a number of scenarios (eg. fire, a burst water pipe, etc). You might also carry a lot of stock on your premises and insuring them against theft and damage could save you in a big way in the future!

2) Public liability insurance.

Any small business should consider their need for public liability insurance. This kind of insurance will cover you in the event that you are taken to court as a result of a business activity which has caused damage or injury to another person or their property. At the end of the day, no matter how hard we try to be perfect in our business dealings, we are all human and mistakes can easily happen at any time. Your legal costs will be covered, as well as any compensation you need to pay to the injured party. Bear in mind that some large companies will only (understandably) award contracts to small businesses that are covered by public liability insurance.

3) Cyber Insurance.

In these modern times, the vast majority of companies use a digital system of some kind. While these systems can be protected by firewalls, virus protection and strong passwords, they are still vulnerable to cyber attacks. Cyber insurance can protect your business against malware and cyber attacks and cover any costs related to legal claims and compensation costs.

4) Directors’ and Officers’ Liability Insurance.

Directors’ and Officers’ Liability Insurance (also known as D & O) covers the directors and any other individual who has management responsibility in your business should they be personally held liable for their business actions.
This could involve breaches to UK health and safety regulations, errors in financial reporting and mismanaging the company pension fund.

Conclusion.

Still not sure what kind of business insurance is most suitable for your needs?
Don’t worry, we can help! Contact a member of the Nova Insurance team and we will give you expert advice
that is tailor-made around your business. Our call centre is open 6 days a week and calls are free of charge as we use 0800 numbers

What business insurance do i need?

When considering business insurance, it’s important to think about the cover or covers you might need. Employers’ liability cover is a legal requirement for most UK based businesses with staff. Public liability insurance is important if you or your employees will be coming in contact with members of the public. Finally professional indemnity insurance is useful if your business offers advice, such as consultants, accountants and solicitors.

 

Policies you must have as a small business
There is only one policy you are legally required to have as a small business, and that’s employers’ liability insurance. This is often abbreviated to EL.

Employers’ Liability insurance or employers’ liability cover offers cover for your business in the event that one of your staff members claims they’ve suffered an illness or injury as a result of working for you. In the event of a successful claim it will cover the legal and compensation costs involved in defending the case.

 

What happens if you don’t have Employers Liability cover?
If you, or your business does not have appropriate EL then the Health and Safety Executive (HSE) can fine you £2,500 for every day you go unprotected.

 

What about if i am working from home?
Flexible working hours, no daily commute and less stress are just some of the reasons that running your business from your home could be a good idea. But whatever the reason is behind running your business from home, you need to make sure that you have the right insurance in place to cover your business activities at your home address.

 

Need a business insurance quotation?
Call Nova Insurance on 0800 083 1566 or click here to request a quotation.

GDPR – What It Means For The Self-Employed, Sole Traders And Small Businesses

What Exactly Is The GDPR?

GDPR stands for General Data Protection Regulation. It is a new European-wide data protection law that is due to come into effect on the 25th of May 2018. It applies to all businesses in the UK, including the self-employed that are currently affected by the Data Protection Act of 1998.

 

If you are dealing with data from individuals from the European Union then it will apply to you as well. There are some exemptions for businesses with less than 250 employees. Since 1998 there have been so many technological changes, the amount of data we use has gone up exponentially, and continues to grow.

 

The new law came about to improve the existing Data Protection Act, making it relevant to current times so our data can be safer and we can have more control over it. It also aims to establish a unified set of data protection rules across the member states of European Union.

 

GDPR aims to protect individuals information, by making companies more responsible for how they handle the data they collect. This includes data about employees, clients, and suppliers as well. There are fines of up to £17 million or 4% of turnover (whichever is greater) for those who fail to comply with the new regulations.

 

Even though the UK is due to leave the European Union in 2019, UK businesses will still have to comply with the new laws from when they are implemented in May. It is widely believed that the GDPR law will become UK law after the transition period.

 

So What Steps Can You Take To Ensure That You Are Compliant?

If you are self-employed or run a small business, here are a few things you can do to get ready for GDPR:

 

1. Go to the Information Commissioners Office (ICO) website.

On the site, you can get an overview of what GDPR is an how it will affect you and your business going forward. Here is the link:

https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/

 

2. Put a system in place.

If you are self-employed, you are likely to be the point of contact for all GDPR activities, including compliance, monitoring and answering any related queries. Try to put a plan together that is based on the GDPR’s directives. Make sure to include a way to find out if your data has been compromised, so you can notify the relevant authorities within the required time span. You can reduce the chances of data breaches by having adequate data security measures in place, on and offline.

 

3. Get any necessary consent

One of the key requirements of the new law is that of consent. In certain situations, you are required to have clear and specific consent from individuals that shows that they are ok with how you intend to handle their data.

 

With about a month to go before the new law comes into place, it makes sense to go through the process of making sure your business is compliant now. Many of the laws from the GDPR are similar to the current Data Protection Act, so there is a good chance you are already following some of the processes, but there might be a few changes that you will need to make so as to be fully compliant.

If you are not already managing your data according to the Data Protection Act 1998 standards then it may be a good idea to seek professional advice from an expert who knows about GDPR, to help you get compliant before the deadline.

 

How and Why Networking Can Help Your Business Grow

 

Networking has many benefits for any business. When it is done correctly it can lead to many long lasting and mutually beneficial relationships. It can open the door to new opportunities that you may not have been aware of, such as joint ventures, partnerships or referrals.

Also, it is a brilliant way to get your business known by others in your industry, and to build a solid reputation in your chosen niche.

 

Commonly Used Forms Of Networking

There are two commonly used forms of networking: face to face and online. For most businesses face to face networking is traditionally the chosen method. Both types are effective, and have their pro’s and cons.

For example with face to face networking, you will need to travel, which will requires time and some money. Online networking is usually free, but even though you can chat with other businesses, it is not the same as meeting them in person. It is usually a good idea to use both types.

 

Face To Face

Lets take a look how to use both methods, starting with face to face networking.

Be sure to attend regular trade industry events and more general business events, both local and national throughout the year. Try to make it a habit to attend at least one a month. Be sure to attend regular trade industry events and more general business events, both local and national throughout the year.

Consider joining groups that have a large cross section of members and host regular networking events, like your local chamber of commerce. It is also worth checking with any organisations that you are already a member of to see if they have any future events planned.

It is often a good idea to prepare before attending network events by getting your promotional brochures and business cards in order. Try to decide before hand what your business has to offer those you might be interested in building a relationship with. If at all possible, make sure you create a list of the businesses you would like to meet, and do some research on these potential contacts, so that when you meet them you can ask relevant questions.

When at the event try to meet as many of these businesses as possible, and make sure that you stay focused on speaking to those on your list first. While it is important to talk about your business and ask questions, it is just as important to listen to what others have to say. Remember to ask if you can exchange details with a view to getting in touch in the coming week.

 

Online

When it comes to networking online, it does not have to be complex. To begin with you can create a basic social media plan. It should include a list of all the social networking sites that are relevant to your business, together with a list of the types of businesses you would like to contact.

Then set aside a specific time every week to use these social media platforms to interact with your chosen businesses. Be helpful, try and offer advice or solutions to problems they might have.

 

Nurture The Relationship

Having done the initial work to get new contacts, you must take care to nurture the relationship. Make sure to follow up on any pre-arranged meetings or phone calls, and maintain regular contact by using email or instant messaging.

It may take some time for you to build rapport with your ideal contacts, but it usually worth it in the long run, because businesses feel more comfortable working with someone they know.

 

Networking has the potential to deliver a lot of value for a relatively small investment in time and money, so go ahead and give it a try, it could give your business a good chance of becoming more successful.

 

Things To Consider When Searching For The Right Business Premises

For any business, finding the right premises can be challenging. Business premises are one of the biggest expenses for a business, so it is important to find the right one at the right price, in the right location. It can often take longer than you think and you might need to look at many places before finding the right one, but it is usually worth it.

Here are a few tips to help with the process:

 

Decide On What You Need

Do you want to buy or lease? Both have their pro’s and con’s, it depends on your situation. If you are just starting up, it may be wise to lease somewhere until your business has proved its-self, before making the commitment to buying a property. However if you are an already established business looking to grow, then buying a premises could be a long term investment.

Which ever you decide on you will still need to workout what you need, based on a combination on both your businesses current and future plans. A few things to consider are: what size of premises, what layout, and the length of time you require the property if you are renting. Your location of choice will depend on your business type, and you may need to be near your customers if your business requires it.

Set a Budget

The most important thing here, is to make sure you can afford which ever premises you are interested in. Look at your business financials to get an idea of how much you can afford to spend, and do some research about the various costs you are likely to incur. For example there are costs to get the premises such as deposits, equipment, furnishing, renovations, moving, and any professional fees. Then there are also costs to run the premises on a monthly basis such as rents, heating, insurance, business rates etc. Once you have a realistic idea of your budget and the costs, then you can start the process of looking for your ideal premises.

Get Professional Help

Now it’s time to get professional help for your search. You need to make sure you seek professional advice before agreeing any terms, signing any paper work or paying any deposits so you don’t make any mistakes. Your accountant would be able to double check your budget to see if it is affordable.

Commercial property leases can be complicated and so there is a good chance you will require a commercial property lawyer. Also you will need a commercial property agent to find a list of vacant premises for you to look at.

Start Searching

At this stage it is important to try an see as many properties as you can. It may help to make up a schedule so you know in advance when you have to view properties. Setting up a checklist can be a great way to compare the properties you see, so you can make a better decision about which is best.

The list could contain all the elements that are important for your business. You can then score each property you see based on your criteria. At the end of your search, the ones with the highest scores can be put on a shortlist for further consideration.

Purchase The Premises or Sign The Lease

Once you have found your ideal premises, one that fits all your requirements and meets your budget, then it’s time to sign agreements and hand over deposits. Your professional advisers will help to guide you through each step of the completion process. After all that is done then it’s time to renovate, move into your new premises and carry on with business as usual.

 

9 Steps For Starting Up A Bricklaying Business

Running your own bricklaying business will provide you the opportunity to be your own boss and set your own hours, but there are a few things you’ll need to get your business on the right track to success from the start.

Here are 9 steps to help you launch your business:

 

Step 1: Create a business plan

Writing a business plan will help you determine your business goals and the resources you need in order to meet those goals. The process of writing a plan will also give you a chance to see if your idea is feasible or not. Your plan will act as a working document for your business, as well as a tool for getting any required finance.


Step 2: Get the right training and qualifications

Once you decide that your idea is feasible, the next step is to get qualified. If you have no formal training in the construction industry, then you should consider taking one of the many accredited bricklaying courses that are available. It would also be a good idea to find some kind of temporary or part-time bricklaying work so as to practice your skills. If on the other hand you have experience in the industry, then put together a list of your current skills/experience and determine what additional training and qualifications you need to get.


Step 3: Get the necessary finance

With your business plan written, you can now begin the process of looking for money to fund your start-up. Check to see if there are any available government funded schemes that offer financial assistance to your industry. It is also worth approaching your bank and the many alternative lending providers including crowd funders.


Step 4: Find a suitable business location

You now have to decide where you will operate your business from. With a bricklaying business you will need a suitable place, because you will have equipment and materials to store. You may choose to work from home to begin with, in which case you should set-up a designated area for that. However if you decide that you want to work from away from your home, it is best to look for a location that is easily accessible, so that potential customers will be able to reach you.


Step 5: Register your business

Now it is time to decide whether to operate as a sole trader or a limited company. Both have their pro’s and con’s. It is easier to set up as a sole trader, but a limited liability company will offer more legal protection. If you decide to incorporate, then you have to choose a name and register it with Companies House so no one else can use that name. Regardless of which structure you choose, you have to notify HMRC of your decision, so you can apply for the necessary tax/ national insurance documents before you begin.


Step 6: Get equipped

It is time to equip your business with any tools you need to perform your bricklaying tasks. This will also involve choosing a vehicle to transport you and your kit. Depending on your finances you may decide to buy these items outright or to lease them until your business grows. If you already have equipment, then this is the time to get them cleaned and serviced.


Step 7: Apply for licenses and permits

You need to contact your local council in order to find out what licenses and permits are legally required for you to operate as a bricklayer. This is also a great time to join any relevant trade associations.


Step 8: Get Insured

This is one of the most important steps that you must complete. In bricklaying as in many construction related jobs, accidents can and will happen. Therefore it is essential that you protect yourself, and your business from any legal action that may follow. To begin with you would need some type of public liability insurance coverage, this is is great for things like customer and staff injuries as well as any mistakes or damage to your customers properties. Then you need some form of coverage for your all equipment including vehicles if you have them to protect them for loss, damage or theft. Finally you may want to consider some form of income protection so you are covered in times when you are unable to work due to personal illness or other unforeseen events.

Step 9: Promote your business

Once you are financially and legally ready to start operations, you focus should now be on getting customers. A great way to do so is by having an online presence via a company website. This will make it easy for potential customers to find out about your business and the services you offer. Couple this with the many social media channels and you can reach a large audience of potential customers quickly. Offline you can take out ads in local papers and business directories. It is also worth networking with other tradesmen, to find out if there is any work you can do together.

Once you have completed all these steps, you will be ready to launch you new bricklaying business, knowing that you are adequately prepared for the journey ahead.

 

 

Making The Switch From A Sole Trader To A Limited Company

You can choose to change your businesses status from sole trader to limited company at any time. Both formats have their pros and cons, the best choice will depend on a combination of your current situation and future plans. However there may be an optimal time to make the switch and that is when the benefits of being a limited company outweigh those of begin a sole trader.

So when might this be? Well here are a few possible situations in which it might be the right time to make the switch, but it is important to make sure you calculate the potential benefits and savings first before making the switch.

You may decide its time to make the switch if:

Your salary is increasing:

As a sole trader you have only one way to take your salary, and that is as a salary, plus you must pay both income tax and national insurance contributions on it. A company director on the other hand can choose to take their wages by a combination of salary and dividends. Dividends are free from national insurance contributions. So as a company director you can reduce your taxes by taking a small salary and the rest from dividends, making it a more tax efficient way.

You are looking for investment:

If you are looking for investors, then setting up as a limited company means that you can sell shares to investors. Also there is the added perception that a company has more credibility than an individual, and so many companies prefer only to do business with a limited company. Due to this, potential investors are likely to be more open to investing in a limited company as opposed to a sole trader.

You are concerned about liability protection:

As a sole trader you and your business are considered one and its debts are yours, so if your company fails then you are liable for it’s debts. A limited company on the other hand is legally a separate entity from its owners, and so if your company is fails then your personal assets are not at risk, because as a share holder you are not liable for its debts.

Your company profits start to grow:

When you are trading as a sole trader, you are taxed via the annual self assessment system and you and your business are considered one entity. A company, however is taxed via the corporation tax system. There are some potential tax savings that can be made by switching to a limited company.

For example, for the 2016 -2017 tax year, as a sole trader your tax free allowance is £11,000, you the pay 20% tax on any amount between £11000 and £43,000, after which you are taxed a higher rate of 40%. However for a limited company, the annual small profits tax rate is currently 20% on any amount up to £300,000. So switching to a limited company may be more tax efficient because even though it is taxed at the same tax rate, it has a much higher maximum amount.

You want to protect your intellectual property:

By registering your company name with companies house, you prevent any other person or business from using the name, it is now protected by law. However as a sole trader you don’t have this protection, and so it can be a lot harder to protect your name.

So there are some scenarios in which you might consider changing from a sole trader to a limited company, because to do so will result in some form of savings and other tangible benefits. If you do make the decision to switch, you then need to notify the HMRC that you are becoming a limited company, and then de-register as self employed. From there it is a simple process of registering your business with Companies House and then you can start trading as a limited company.

 

 

 

Top Tips For Dealing With Customer Complaints

 

In business having a customer complaint is a common experience, because you can’t please everybody all the time. Regardless of how hard you try, there will be mistakes or you may be faced with a customer who just likes to complain. Depending on how it is managed every customer complaint can end in one of two ways, you will either get an angry customer, or a happy customer. The aim is to minimise the number of complaints and to ensure that the same complaint does not keep happening repeatedly.

What is important is that companies acknowledge these complaints and make sure they are dealt with in a timely and effective manner. Failing to do so may result in a bad reputation for the business, as it shows the customer you don’t care. All businesses must place customer satisfaction first and develop a system for handling customer complaints, in order for long term success.

It is a good idea to set up an in house complaints procedure that can be quickly implemented anytime a complaint is received, and the staff dealing with customers should be properly trained. Make sure that proper records are kept of all customer complaints and their final solutions. Also, with social media becoming increasingly important for unhappy customers to voice their dissatisfaction, it is a good idea to monitor your social channels regularly so you can intervene quickly. Here are some useful tips for dealing with unhappy customers.

Handling The Complaint In A Neutral Way

The first step is to take the complaint in a neutral way. When people complain they are often emotionally charged up, so it is important to let them voice their complaint without responding emotionally. You must remain calm at all times even if the customer becomes angry. You may have a had a similar complaint before, but to the customer it is unique to them, so pay attention to them and listen to their problem in full. Try to place yourself in their shoes and empathise rather than becoming defensive. If the customer is blaming a particular member of staff, get them away from the customer, because it will be easier for the customer to calm down if they aren’t present. Make sure the appropriate staff member handles the complaint because customers hate being passed around from person to person.

Giving An Apology

The next step is to apologise. Once the customer has aired their complaint, you must give them a sincere apology regardless of your opinion on the matter, with no excuses. Let them know you understand what has happened and ask them what outcome they are seeking. Try to keep them informed as you tackle the issue, so they don’t feel ignored. All complaints regardless of how small, should be dealt with quickly as possible so the customer feels that they are a priority.

Resolving The Problem

The final step is to resolve the problem, this can come in many forms ranging from refunds to compensation. After resolving the issue it is a good idea to contact the customer at a later date to see if they were happy with the outcome.

Sometimes it is not possible to avoid customer complaints, but it is possible to prevent a disgruntled customer from spreading negative comments about your business, by handling the complaint properly.

By taking care of complaints effectively you can improve your company reputation while at the same time retaining your customers. Customers will know that if anything goes wrong with their order, you will take care of it. This will make your business stand out as a customer friendly one, which may in turn lead to referrals from happy customers.

For a business, complaints can provide a great opportunity to learn more about your customer, and to use that information to improve their customer experience. You also have the chance to turn the complaining customer into a loyal customer. Dealing with customer complaints can be challenging, and there will be times that nothing can be done to satisfy an unhappy customer.

 

 

What Are The Allowable Business Expenses For The Self Employed?

Every year the majority of self employed people in the UK are required to file a self assessment tax return. For those that do it online, the submission deadline is January the 31st each year and the 31st of October for those that file paper returns. Here is a look at the subject of business expenses and how they are included in annual returns.

What are allowable business expenses?

They are defined as costs that are incurred “wholly and exclusively” for the purposes of the business.

Who is entitled to claim them?

Any one who is registered as self employed with HMRC. Theses expenses can be written off against any income you earn in the tax year, thereby reducing the final amount of tax you pay.

What can you claim for?

Not all expenses are allowed, you can’t claim for personal expenses, and there are some business expenses that you can’t claim for. It is very important to separate business expenses from personal ones, and if there is something you use for both, you can only claim for the business use.

For example if you work from home you can claim for costs such as heating, electricity, council tax, mortgage interest, rent, internet & phone. However you have to calculate them, based on how much time you spend working at home and how much space you use when you are working. Then you have to figure out what proportion of your total house costs they account for.

Here are some of the business costs that you can claim as tax deductible expenses:

  • The cost of goods that you are going to sell or use in providing a service.

  • If you are in the construction industry, you can claim payments to subcontractors.

  • Staff costs such as wages, salaries and any other staff costs.

  • Travel cost including car, public transport, taxi’s and other travel expenses.

  • Premises costs such as rent, rates, power and insurance.

  • Office costs such as phone, fax, stationery and other office costs.

  • Advertising and business entertainment costs such as websites, social media.

  • Finance costs such as interest on bank and other business loans, bank and credit card charges.

  • Professional fees such as accounting, legal and other professional fees.

Here are some of the costs you cannot claim as tax deductible expenses:

  • The cost of goods or materials bought for private use.

  • Your own wages, drawings, pension payments, national insurance contributions.

  • The costs of buying, improving or altering premises.

  • Cost for entertaining clients, suppliers and customers.

  • Repayment of the loans or overdrafts, or other finance arrangements.

  • The costs of buying premises for your business.

  • Any payments to clubs, charities, political parties and so on.

How and when can you claim them?

When you complete your annual self assessment tax return, you are required inform the HMRC of your deductible expenses for the accounting period in question. This is when you make your claim.

If you are self employed, you have to keep records of your business income and expenses for your tax return, so throughout the tax year you should keep all your receipts. It can also be very helpful to record them as they occur in some form of bookkeeping / accounting software, or on a simple spreadsheet. This will save a lot of time and make your final calculations easier when it comes time to file your annual taxes.

If however you don’t want to work out your actual costs, you can use the simplified expenses table provided by the HMRC for that tax year. It has flat rates for expenses like like vehicles, working from home, or living on your business premises. Also you can check out the HMRC’s site for other tools and calculators to help with you self assessment submission.

 

 

Planning Your Grocery Store Layout

 

It is important to understand the needs of your potential customers when planning a grocery store.

By doing so you can make good plans that will result in better customer experience and increased sales.

  • Difference Between a Grocery Store and Convenience Store

While the two are similar in the the products they offer there are still some key differences between the two. For example grocery stores offer perishable items like meat and fresh produce, but convenience stores don’t. They tend to stock just the basics food items that are commonly used such as soft drinks, and prepared foods. Also a convenience store may sell petrol, offer money transfers, and other administrative services. As far as size goes, grocery stores tend to be larger and owned by national brands. Convenience stores on the other hand tend to be smaller and independently owned.

Choosing your floor plan

The floor plan is the foundation of a stores layout, it provides the base structure for organising everything else.

  • Types of floor plans

There are several types of floor plans available to any retail store. The straight floor plan use fixtures and displays placed at right angles and the angle plan use a lot of curves in both the fixtures and the displays. The diagonal floor plan places the fittings and fixtures diagonally, and the geometric floor plan places them in a geometric in shape. The mixed floor plan is a combination of diagonal and angular layouts.

  • Deciding on Your Size and Placement of Aisles

Having spacious aisles is one of the key aspects of store planning. The minimum recommended size is 4 foot wide without distractions so your customers can move comfortably around the store without bumping into each other, including those with wheel chairs and push chairs.

The placement of the aisle is important as this will dictate the flow of your customer traffic within the store. The aisles need to be placed in such a way that they expose your customers to most of the products. So you need to work out where you want your customers to go and what you want them to see.

Once you know this, it is then a case of choosing the type of isle layout that matches your objectives, bearing in mind the available space and the floor plan. There are 3 common layouts to choose from, these are the grid layout, the loop layout, and the free-flow layout.

The grid layout runs parallel and perpendicular to walls. The loop layout consists of one main isle that loops around the store. The free-flow layout is open plan.

Display and Sales

  • Mapping out your product, displays, and registers

A good way to start is by walking through the store so as to see it from a customers perspective. It will then be easier to figure out where to put what. Place new products in the best locations and everyday favourites near the back. You can keep some small items near the cash register. Fixtures and displays should emphasize the product and should be adequately spaced apart with cash registers placed away from the front of the store.

Your Store Lighting

  • Types of lighting

There a 4 types of lighting that can be used in a grocery store. There is general lighting for whole store, ask lighting for the work areas, accent lighting for specific areas of the store, and finally decorative lighting to beautify your store. All types must be used, however the most important are the task lighting and accent lighting, because they highlight your product and illuminate your work areas.

  • Setting Up Your Grocery Store Lighting

There are a few key point to take into consideration when setting up your store lighting: Make sure to factor in replacement and energy costs. Then use mirrors to reflect light and dimmer switches to control the atmosphere while reducing energy bills. Most of all the lights must not be in the customers way as it may get too hot.

Conclusion

In summary, planning a grocery store requires a lot of attention to detail. However the results are worth it for you and your customers. Also while the store layout is important, so is the way the shelves are stocked, as this has just as much of an impact on the shoppers buying habits.

 

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