UK Terms and Policies

EFFECTIVE 30 OCTOBER 2026

Thank you for choosing Open

In these Terms, ‘we’, ‘us’ or ‘our’ means Open Insurance Services UK Limited.

These terms and conditions (“Terms”) are the agreement between you and Open. These Terms are separate to the contract that you may have with an insurer who underwrites a policy you buy through us.

These Terms apply to our travel, mobile phone, gadget and car insurance products. If you have bought SuperSaveClub Insurance car insurance through us, separate terms and conditions apply, which you can read here.

Where these Terms refer to a specific product, those provisions apply only to customers of that product. All other provisions apply to all customers.

These Terms cover the services we provide, including the arrangement and administration of insurance products as set out in ‘Our Services’ below (“Services”). They also cover your use of the website (“Website”), including our Support Centre (“Support Centre”).

By using the Website or our Support Centre, or by purchasing a policy through us, you agree to these Terms. Please read them carefully.

This document sets out:

1. Fees that we charge for arranging and administering your insurance
2. Information about Open, our business and trading names
3. Our Services and who provides your insurance
4. Commission that we receive
5. Financial Services Compensation Scheme
6. Customer complaints and how you can make a complaint to Open or the Financial Ombudsman Service
7. Use of our Website and our Services
8. Other legal information
9. Car insurance: paying for, cancelling and renewing your policy

Section 1: Fees we charge

Travel, mobile phone and gadget insurance only

The fee for arranging a new or renewing cover is refundable in line with the cooling-off period of the relevant product. All other fees are non-refundable.

Our travel insurance fees include Insurance Premium Tax (IPT) at 20%.

Car insurance

All of our car insurance fees are non-refundable, including during the cooling-off period, because they cover the work we have carried out on your policy. Your insurer may also charge its own fees, which are set out in your Policy Document.

Our car insurance fees are not subject to Insurance Premium Tax (IPT).

When you buy a policy through us, we will tell you the total price to be paid, including any fees, taxes and charges. The same applies at renewal, when you make a change, and if you cancel.

Section 2: Who we are

Open Insurance Services UK Limited (company number 09365669). We are an insurance intermediary, authorised and regulated by the Financial Conduct Authority (FCA). Our Firm Reference Number is 988625, and you can check this at fca.org.uk/register or by calling 0800 111 6768. Our registered address is 91 Wimpole Street, London W1G 0EF.

We also hold a limited permission from the FCA to act as a credit broker. If you choose to pay for your car insurance in monthly instalments, we can introduce you to a lender who provides the credit. We are a credit broker, not a lender. We work with one lender, Premium Credit Limited, and don’t search the whole market for credit.

Open provides services under trading names in the UK, including:

• Huddle
• Wanda by Avios
• So-Sure
• Avios Insurance
• SuperSaveClub Insurance

Section 3: Our products and services

All our products

We arrange and administer insurance policies on behalf of the authorised insurer. Details about the authorised insurers and your insurance contract are in your policy document or policy schedule.

Arranging your insurance policy means we set up your insurance contract with the authorised insurers. Administration of your insurance policy means we’ll look after any changes you need to make, deal with your payments, questions or complaints, and help you with claims.

When you pay for your insurance policy, we collect your insurance premium on behalf of the authorised insurer. All premium we collect is held on behalf of the authorised insurer, which means that premiums are treated as being received by the insurer when they are received by us. This also means that there is no risk to you in the event of our insolvency.

If a payment is initially made to us by debit or credit card, any refund payable will be made to the same card. If we are unable to refund the same card for any reason, an alternative method will be agreed with you in line with our fraud prevention policy.

We’re an intermediary, acting on behalf of several insurers. We don’t make recommendations or give advice, so please consider all information carefully when you buy to make sure the product(s) offered meet your requirements. This means that it’s up to you to decide if any of the product(s) meet your needs.

We and the insurer(s) named on your policy and certificate of insurance are the data controllers. This means we and the insurers are in charge of, and responsible for, handling your personal data. You can find more information about this, including how the insurers will use your personal data, in our Privacy Notice.

If your policy can be renewed, we may look for a different insurer for you at renewal. This means the insurer of your policy may change when it renews. We’ll tell you about any change in your renewal documents.

AI tools

We may use AI tools in our quote, purchase and support journeys to help explain our products and answer general questions. Where we do, these tools give information only. They don’t make a personal recommendation or give advice on which policy you should choose, and it’s up to you to decide whether a policy meets your needs. We take reasonable care to make sure the information they give is accurate and up to date.

Any information you share with these tools is handled in line with our Privacy Notice and is not used to train AI models. If you’d like help from a member of our team, you can contact us through our Support Centre.

Car insurance

We arrange and administer car insurance policies underwritten by a panel of insurers that we have selected. Our panel currently includes:

• Ageas Insurance Limited
• Allianz Insurance Plc
• Covea Insurance Plc

When you ask for a quote, we compare prices from the insurers on our panel and show you the lowest price available for the cover you’ve asked for. Because each insurer produces its own policy wording, the terms and conditions of cover may differ between insurers. You should read the policy wording and Insurance Product Information Document (IPID) carefully before you buy.

We review the products we offer regularly to make sure they continue to meet the needs of the intended target market for private car insurance.

Optional extras (car insurance)

Alongside your car insurance you may buy the following optional extras. They are available individually, and some may be included in a package with your car insurance.

Paying by monthly instalments (car insurance)

If you choose to pay for your car insurance by monthly instalments, we act as a credit broker under our limited permission (see Section 2) and arrange premium finance with the lender, Premium Credit Limited. Your credit agreement will be with Premium Credit Limited, who will carry out credit checks and decide whether to offer finance. You should consider whether paying by instalments is affordable and suitable for your circumstances. If you cancel your policy or are due a refund, it will be handled in line with your credit agreement with Premium Credit Limited. See Section 9 for more detail.

Section 4: Commission that we receive

All our products

We receive a percentage commission paid by the insurer, and we charge you a policy arrangement fee. The total price you’ll pay is made up of the insurer’s premium, together with Insurance Premium Tax (IPT) at the current rate, plus our policy arrangement fee (this fee is subject to IPT of 20% where the policy purchased is a travel policy).

We may also receive a bonus from the authorised insurers, which depends on the profits from the policies we arrange and administer.

Where we are responsible for administering claims, we also receive a fee from the insurer to cover the costs of dealing with claims. This fee may be passed in whole or in part to our claims partners.

We also receive a commission from the supplier of any add-on products you buy alongside your insurance.

Our staff get a fixed salary and take part in share schemes linked to our performance. Some of our staff may also get incentive payments for their work. We design our incentives and share schemes to make sure we reward our staff for acting in our customers’ best interests.

If you have purchased car insurance and pay by monthly instalments, we receive a commission from Premium Credit Limited for arranging your credit. This is included in the charge for credit shown in your credit agreement and is not an extra cost on top of it.

Section 5: Financial Services Compensation Scheme (FSCS)

The FSCS protects you if the insurer goes out of business and can’t pay your claim. FSCS will step in and pay compensation of 90% or 100% of your valid claim, depending on the type of insurance policy that you have. You can find out more about the FSCS online at www.fscs.org.uk.

Section 6: Customer complaints

We understand that sometimes things don’t go to plan, and you may want to raise a complaint or an issue. Please get in touch so we can put things right.

How to raise a complaint

If you have a complaint about the sale of your policy or the service we’ve given you, please contact us:

• Car insurance: complaints@e.insurance.avios.com
• All other products: support@uk.beopen.com

If your complaint is about a claim or the insurance product itself, we may need to pass it to the relevant insurer. If we do, we’ll let you know and give you their details.

Car insurance

Complaints about your car insurance cover or a claim are handled by your insurer. If you send one of these complaints to us, we’ll pass it to your insurer and tell you we’ve done so. Your insurer’s contact details are in your policy documents.

If your complaint is about your credit agreement for monthly instalments, it will be handled by Premium Credit Limited. If it’s about how we arranged your credit, please contact us using the details above.

How we’ll handle your complaint

We’ll aim to resolve your complaint as quickly as possible. If we can’t, we’ll send you our final response within eight weeks.

Financial Ombudsman Service

If you’re unhappy with our final decision, or you haven’t received one within eight weeks, you can refer your complaint to the Financial Ombudsman Service, a free and independent service. You need to do this within six months of the date of our final decision.

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Telephone: 0800 023 4567 or 0300 123 9 123
Online: www.financial-ombudsman.org.uk

Following this complaints procedure does not affect your right to take legal action.

Section 7: Use of our website and services

Using our website and Support Centre

Our website and Support Centre are for your own personal use only, unless we’ve agreed otherwise in a contract. By getting a quote on our website, you confirm that you’re doing so only to buy insurance for yourself and not for any commercial purpose.

If we think you’re using our website for commercial purposes, we may suspend or withdraw your access immediately and, where appropriate, take legal action against you.

We take all reasonable steps to keep our website and app available at all times, but we can’t guarantee they will always be available. We may need to suspend access from time to time, for example for maintenance or updates. We’re not responsible for any losses caused by our website or app being unavailable, unless they’re caused by our failure to take reasonable care.

Our website may contain links to other websites. We’re not responsible for the content of those websites.

Your account and password

If we give you a username, password or any other security information, you must keep it confidential and not share it with anyone else.

If you know or suspect that someone else knows your username or password, please tell us straight away by emailing support@uk.beopen.com.

You’ll be responsible for any losses you suffer as a result of not keeping your username and password secure.

Intellectual property

All intellectual property on our website, including trademarks and copyright in the information, text, graphics, services and other content, is owned by us or licensed to us. You must not copy, store, change, adapt, upload or display any part of our website in any form without our written permission.

Section 8: Other legal information

Governing law

Unless we’ve agreed otherwise with you, these terms are governed by the laws of England and Wales, and any dispute will be dealt with by the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts. The law that applies to your insurance policy is set out in your policy wording.

Making changes

We may update our website, Support Centre and these terms and conditions from time to time. Any changes will be posted on our website. If you keep using our website, Support Centre, app or other services after a change, the updated terms will apply to you. Changes won’t affect any policy you’ve already bought.

Section 9: Car insurance — paying for, cancelling and renewing your policy

This section applies to car insurance only.

Payments

When we collect premiums from you, we do so as an agent of the relevant insurer. This means that payment to us is treated as payment to the insurer.

Paying annually by debit or credit card

If you pay annually by debit or credit card, you are authorising us to set up a Continuous Payment Authority (CPA). This allows us to collect or refund payments when they become due, including renewals and mid-term adjustments, without you re-entering your card details each time. You can update your card details at any time by logging into your account or contacting us.

We will always let you know before taking any payment, including the amount and the reason.

You can cancel the CPA at any time through your account, or directly with your bank or card provider. Cancelling the CPA does not cancel your policy, but you may need to make other payment arrangements to keep your cover.

Paying by monthly instalments

If you choose to pay by monthly instalments and are approved for premium finance, you enter into a regulated credit agreement with the lender, Premium Credit Limited. Premium Credit Limited is authorised and regulated by the FCA (FRN 702718).

Paying by monthly instalments costs more than paying in full. The representative APR, the charge for credit and the total amount you will pay are shown on your quote and in your credit agreement before you commit. Your first payment will be equal to two monthly instalments and must be paid by card. The remaining instalments will be collected in line with your credit agreement.

Premium Credit Limited will send you a Welcome Pack by email or post within 14 working days, with further information about the company and your agreement.

If you do not make an instalment payment when it is due, Premium Credit Limited may apply a charge and report the missed payment to credit reference agencies, in line with your credit agreement. This may affect your ability to get credit in future. If you think you may have difficulty paying, please contact us or Premium Credit Limited as soon as possible.

The terms of your credit agreement with Premium Credit Limited authorise us to instruct the insurer to cancel your insurance if an instalment is in arrears and not paid on time.

Your right to cancel within the cooling-off period

Your car insurance and each optional extra include a cooling-off period. The length of the cooling-off period, when it starts and how any refund is calculated are set out in the Policy Document for that product. Different insurers and providers may apply different rules.

If you cancel during the cooling-off period, any refund of premium will be calculated in line with the relevant Policy Document. Where cover has already started, the insurer may deduct premium for the time you were covered and any cancellation charges of its own.

For our own fees:

• we will not charge our cancellation fee for a cancellation within the 14-day cooling-off period; and
• our policy arrangement fee, and any mid-term adjustment fee charged during the cooling-off period, are non-refundable.

Cancelling after the cooling-off period

If you cancel after the cooling-off period, you may be entitled to a refund of premium for the unused part of your policy. Any refund will be calculated by the insurer in line with your Policy Document, less our cancellation fee and any cancellation charge made by your insurer.

Cancellation by us or by the insurer

We may cancel your policy on behalf of the insurer, or the insurer may cancel it directly, by giving you notice in writing (including by email) where there is a valid reason. Valid reasons include, but are not limited to:

• non-payment of premium or instalments;
• where you are in default under your credit agreement with Premium Credit Limited and the default is not put right;
• fraud or suspected fraud, or deliberate or reckless misrepresentation, including on any other policy you hold with us;
• threatening or abusive behaviour towards our staff;
• not keeping to the terms and conditions of your policy;
• a change in your circumstances which means the insurer can no longer provide cover; or
• where you do not provide documents we have reasonably asked for.

We will give you at least 7 days’ written notice, or any other period set out in your Policy Document. You will generally be entitled to a refund of premium for the unexpired period of insurance, less any applicable fees.

We or the insurer may cancel immediately in cases of fraud, attempted fraud, financial crime, or deliberate or reckless misrepresentation. No refund may be due in these cases, or where the insurer is otherwise entitled by law to keep the premium.

Cancelling optional extras

The cancellation terms for each optional extra are set out in its Policy Document. If your car insurance is cancelled for any reason, any optional extras bought with it will be cancelled at the same time, and any refund on them will be calculated in line with their own Policy Documents.

Cancellation after a claim

Whether or not you are in the cooling-off period, if a claim has been made, or an incident has happened that is likely to lead to a claim, your refund may be reduced or no refund may be due, depending on your Policy Document.

Renewals

Where possible, we will renew your policy automatically so that your cover continues. You can change your automatic renewal preference at any time, free of charge, by logging into your account or contacting us.

We will send you a renewal notice about 30 days before your renewal date, setting out the terms and price of your renewal and what happens next. If you are not happy with it, you can cancel or arrange other cover before your renewal date.

As part of our service, we may compare renewal prices across our panel and, where appropriate, tell you if an alternative policy is available at a lower price.

If your insurer is unable to offer renewal, we will not be able to renew your policy automatically, even if your preference is set to renew automatically. We will tell you this in your renewal notice.

Your responsibilities

You must take reasonable care to answer all questions honestly, accurately and completely. This includes any information that has been filled in for you, such as your vehicle details. If you do not, the insurer may reduce or refuse a claim, apply different terms, or cancel your policy.

You are also responsible for the accuracy and completeness of any information you give about any additional drivers named on your policy.

You must tell us about any changes that affect your insurance, such as a change of address, vehicle or how the car is used. Your policy documents set out in full what you must tell us.

Please read and check all documents we send you, and contact us straight away if anything is wrong.

Receiving your documents

We will send your policy documents, schedules and other communications by email, to the email address you gave us when you bought your policy. Please keep your contact details up to date and check your spam or junk folders.

Documents sent by email are treated as received when they are sent, unless delivery fails.