Call: Claims (0203) 794 9294

Elliott Slowther Insurance Services Ltd trading as Multi Gadget Insure and A19 Insurance

Terms Of Business Agreement v011118

This Terms Of Business Agreement sets out our terms and conditions and is effective once it is received by you, and will remain in force until we issue a revised version. It is applicable solely to the multi gadget and single gadget policies that we offer and sell, and not to any other type of general insurance that we may make available. Please contact us immediately if there is anything in these terms of business which you do not understand or with which you disagree.

Who we are

Elliott Slowther Insurance Services Ltd are independent insurance intermediaries, acting for a number of general insurance companies for the selling of general insurance. We are permitted to arrange, advise on, deal as an agent of insurers, assist in claims handling and help with ongoing changes in respect of general insurance policies on behalf of our clients. We are also authorised for consumer credit broking, where we act for one finance provider.

Once we have confirmed our terms and conditions in writing, they will be deemed to be acceptable unless you advise us to the contrary within fourteen days. This agreement shall be governed by the Laws of England, Wales or Scotland, and the parties agree herewith that any dispute arising out of it shall be subject to the (non) exclusive jurisdiction of the relevant court.


Mr K P Slowther owns 100% of the business of Elliott Slowther Insurance Services Ltd. There is no holding between any insurer and ourselves.

Financial Conduct Authority

Elliott Slowther Insurance Services Ltd, 70-71 North Road, Boldon Colliery, Tyne and Wear NE35 9AX are authorised and regulated by the Financial Conduct Authority.

Our FCA register number is 303946. These details can be checked on the Financial Conduct Authority register by visiting the FCA’s website at or by contacting them on 0300 500 8082.

Financial Services Compensation Scheme

We are covered by the Financial Services Compensation Scheme (FSCS). They are the UK’s compensation fund of last resort for clients of authorised financial services firms. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 100% of those products where insurance is compulsory, and a flat 90% cover for non-compulsory insurance products. Further information about the scheme is available from the FSCS at The scheme does not apply to consumer credit.

What services do we offer?

On the Multi Gadget.Insure website, we offer, sell and administer single gadget and multi gadget insurance policies provided by Great Lakes Insurance SE prior to 1 November 2018 and West Bay Plc thereafter.

Insurer Information

This insurance is arranged by Supercover Insurance Ltd and underwritten by West Bay Insurance Plc, Authorised Insurers, registered in Gibraltar No 84085. Registered Office: 846-848 Europort, Gibraltar.

Supercover Insurance Ltd is registered in England and Wales, registration no. 03058631. Registered Office: 45 Westerham Road, Bessels Green, Sevenoaks, Kent TN13 2QB. Authorised and regulated by the Financial Conduct Authority (No. 313806). This can be checked on the Financial Services Register at or by contacting them on 0800 111 6768. West Bay Insurance Plc is regulated by the Gibraltar Financial Services Commission and subject to a limited regulation by the Financial Conduct Authority and the Prudential Regulation Authority in respect of underwriting insurance business in the UK (Number 211787).

West Bay Insurance Plc is a member of the Association of British Insurers.

Our permitted business is arranging general insurance contracts for our customers, which includes arranging gadget insurance. A detailed description of any insurance policy we arrange on your behalf will be contained in an Insurance Product Information Document (IPID) summary, which is made available to you on our website as part of the process of you obtaining a quotation from us. A specimen copy of the full Policy Wording is also available to download and view from our website.

Quotations are based on the information provided by you at the time of the quotation. All premiums quoted include the government’s Insurance Premium Tax at the current rate. We only provide insurance for customers based in the United Kingdom and all premium transactions are in pounds sterling.

You must pay your premium before we can arrange cover for you, unless otherwise stated. This may be either the full premium due or a deposit amount if we have agreed that the premium may be paid by instalments. You will be provided with renewal terms in good time prior to the expiry date of the policy, or notified if renewal is not being invited.

Demands and Needs Statement

This policy meets the demands and needs of those who wish to insure against the cost of replacing hand-held gadgets that are stolen, lost, break down or are damaged accidentally. Some customers may have existing cover as part of a packaged bank account or limited cover as part of a Home Insurance policy. To avoid purchasing dual cover, we recommend that you check you do not have cover elsewhere.

Statement of Facts

In order to be eligible for the Insurance you must be able to give positive answers to the following:

You are a resident of the UK, and aged 18 or over.
Your gadgets are in good condition and full working order at the time this policy was purchased.
Your gadgets were purchased as new in the UK, or purchased as refurbished in the UK direct from the Manufacturer or Network, and you evidence of ownership in the event of a claim or if otherwise requested.
Your gadgets are not more than 36 months old at the time this policy was purchased or if mobile phones (including iPhones) not more than 18 months old
Your gadgets are owned by you or members of your immediate family.
You have read and accepted the policy terms and conditions as stated in your Policy Wording document.

Provision of documentation by us

We will endeavor to issue your policy documentation on the day you arrange cover through us however in any case, within 1 working day from the date of purchase. In the event of your purchase being made outside of normal office hours your documentation may be issued on the next working day. All documents are electronically transmitted by email and not by post unless requested.



Please take reasonable care to answer all the questions honestly and to the best of your knowledge. If you do not your policy may be cancelled or your claim not fully paid. You are reminded that the Insurers consider it an offence to make any false statements or withhold any relevant information to obtain an insurance policy or when making a claim.

Provision of documentation by you 

If you are required to provide supporting documentation to support your claim, we strongly recommend you use Recorded Delivery or other traceable postage method to send this information to the Insurer. In the event that important information is not provided, they will attempt to advise you by telephone, will write to you by standard mail or e-mail before your policy is terminated.

Understanding your policy terms 

It is important that you read your documentation carefully. The Policy Wording, Insurance Product Information Document (IPID) and Policy Schedule are the basis of the cover you have purchased. Please make sure that you understand them and are able to follow their requirements. If you are in any doubt about the terms and conditions of the policy then contact us for clarification. Breach of any terms, conditions or warranties may result in the termination of your policy with associated charges or may invalidate a claim.

Purchasing your policy online 

As you will have purchased your policy online it is essential that you ensure that all information you provide is accurate as we depend solely on the information you provide to set up your policy. Any non-disclosure or inaccuracy may lead to cancellation of your policy or non-payment of a claim. It is also essential to read and fully understand the terms of your policy when the documents are sent in the event that any important information has been overlooked online. We can then help you resolve any issues you have with the policy within the first fourteen days when the policy can easily be cancelled if necessary. Please contact us if you have any concerns about the information you have provided or the terms and conditions of a policy you have set up online.

To assist with your purchase, Insurance Product Information Document (IPID) and Policy Wording documents are accessible from our website.


Confidentiality and Data Protection

To help make sure that you receive a competitive quotation, offer of appropriate payment options, protect against fraud and verify your identity, insurers may use publicly available data which they obtain from a variety of sources, including a credit reference agency and other external organisations. Their search may appear on your credit report whether or not your application proceeds. We can only take instructions to effect or to alter a policy in some way from the policyholder themselves, or their legal representative.

We will treat all customers personal information as private and confidential, and will only be disclosed to others such as our business partners, insurers, credit providers and other third parties who are directly involved in the normal course of arranging and administering your insurance. By using our services and relevant websites, you consent to any such transfer of information to a third party.

Where you have given us consent, we may use the data that we hold about you to provide you with a renewal quotation and information about products and services that are appropriate to you.

By using our services, you consent to us and our partners retaining any personal information that you have provided. We will retain this only for as long as is necessary to fulfill the business purpose for which it was collected. We will also retain and use your personal information for as long as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.

Under the General Data Protection Regulations 2018, you have the right to ask us for a copy of any personal information about you that we hold on our records. For further information on your rights under these regulations, please refer to the Information Commissioners Office –

Insurance Fraud 

The Insurers will process your claim under the terms and conditions of this insurance based on the first reason notified to us for the claim. If your claim is not covered and you then submit a claim having changed the reason then they will consider this as fraud. Details of all such cases will be passed to appropriate agencies for action.


If you have cause for complaint, it is important that you know that we are committed to providing you with an exceptional level of service and customer care. We realise that things can go wrong and there may be occasions when you feel that we have not provided the service you expected. When this happens, we want to hear about it so that we can try to put things right.
You should provide details of your policy and in particular, your policy reference number, to help with the speedy handling of your enquiry.
Who to contact?
If your complaint relates to the sale of your policy, you need to contact: Multi Gadget Insure, Ferndale House, 70/71 North Road, Boldon Colliery, Tyne and Wear NE35 9AX Tel: 0191 519 4000.
If your complaint relates to a claim on your policy, you need to contact: Direct Group PO Box 1291 Preston PR2 0QJ Tel: 0203 794 9300 Email: 

The Insurers will make every effort to resolve your complaint immediately. If they cannot resolve your complaint by the end of the third business day after receipt, they will acknowledge your complaint within 5 days of receipt and do their best to resolve the problem within four weeks by sending you a final response letter.

If they are unable to resolve your complaint in this time then they will write to advise you of progress and will endeavour to resolve your complaint within the following four weeks or explain the current position and provide you with a timescale for a full response. If you are still dissatisfied after receiving the final response letter, you may refer your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service

Exchange Tower

London E14 9SR

0800 023 4 567

You have the right of referral within six months of the date of your final response letter. Whilst we and our UK service providers are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure above does not affect your right to take legal action. To use their service you must have first of all referred your complaint to us, and your referral to them must have been sent within six months of our final response letter. Full details of our complaints handling procedures are available on request.

Alternatively, you can use the Online Dispute Resolution Platform (ODR)

You may go directly to The Financial Ombudsman Service with your complaint, but the Ombudsman will only review your complaint at this stage with our consent.


In the event of a claim please refer to your policy documents for the claims procedure. Please note that if the Insurers replace your gadgets then the damaged or lost item becomes theirs. If it is returned or found you must notify them and send it to them if asked to.

All Supercover claims are processed by Direct Group Limited. Certain subsidiaries of Direct Group Limited are authorised and regulated by the Financial Conduct Authority. Registered office: Quay Point, Lakeside Boulevard, Doncaster, South Yorkshire, DN4 5PL. Financial Services Register number: 307332. Company number: 2461657. Registered in England & Wales.


Our remuneration is a percentage of the insurance premium paid by you and allowed to us by the Insurer with whom the insurance policy is placed.


When you take out or renew a policy with us we make no charges in addition to the Insurer’s premium. However, all documents are electronically transmitted by email but should you request that they are sent by post then a £5.00 charge will apply for administration and postage.


Cancelling within fourteen days

You have the right to cancel your policy during a period of 14 days either from the day of purchase or the day on which you receive your policy documentation, whichever is the later. On receipt of your written notice of cancellation you will receive a full refund of all premium paid provided that no claim has been paid by us and you do not intend to make a claim under this insurance.

Cancelling after the first fourteen days

Unless otherwise stated, insurance policies are arranged for a period of 12 months and you are required to pay the full amount stated. If you wish to cancel the policy before the expiry date (other than within the first fourteen days as above) and there have been no claims, we will refer to the published cancellation procedures as detailed in your policy documents and you may also incur cancellation charges.

We may cancel the policy by giving you 30 days’ notice in writing unless the Direct Debit has not been honoured and any payment due has not been received by us, whereby your policy will be cancelled immediately. In the event of any claim, you are responsible for the payment of any outstanding premium.

We recommend that you read the Insurance Product Information Document (available on our website) carefully before making a decision to purchase insurance cover. If you have made a claim then it is unlikely that any premium will be refunded.

Policies cancelled by Us or the Insurer

Your policy may be cancelled by us or the Insurers, for reasons such as misrepresentation, failure to take reasonable care not to make a misrepresentation and providing false or incomplete information when requested at point of claim. Your Insurers may also decline the claim and cancel the policy with immediate effect.

Direct Debit Default 

Should you default on your first payment or cancel your Direct Debit Mandate prior to your first payment being due, the policy will be cancelled on the date we are informed by GoCardless (our Direct Debit provider) of the payment rejection or mandate cancellation.

If you pay by monthly Direct Debit and we have received one or more successful payments from you and you subsequently default on a further payment, we will make a second attempt to collect the outstanding payment. If the second attempt also defaults, then your policy will be cancelled with immediate effect.

How to cancel

To exercise your right to cancel, please contact us at the address or telephone number shown on your Policy Schedule. If being sent via post, we strongly recommend you use Recorded Delivery or other traceable postage method to advise of cancellation and to return your documents (if applicable). We are not responsible for documents that have been lost in transit.



Unless otherwise agreed, all payments are due on the date arranged with GoCardless.


Any refunds will be issued to the policyholder. This is dependent on the Insurer returning the premium to us and can take up to 4 weeks. Most refunds are issued back to the method that original payment was made with, or alternatively a cheque will be issued.


Policies paid yearly

To make the process of renewal easier, we may automatically renew a policy and take payment by the same payment method as the previous year. We will always write to advise you before we automatically renew any policy and give you the opportunity to contact us to cancel the renewal. Your annual renewal payment would be charged on the anniversary of the date you initially took out the policy. Should there be any amendments to the original Terms and Conditions of your policy we will advise you accordingly.

Policies Paid monthly

We will contact you prior to the annual anniversary of when you took out the policy. Should there be any amendments to the original Terms and Conditions of your policy we will advise you accordingly.

Under legislation issued by the Financial Conduct Authority, we have to disclose last year’s premium for private insurance policies, allowing easy comparison with the renewal premium offered for your new policy.

We reserve the right to review monthly and annual premiums on the annual anniversary date of the inception of your policy.


Premiums that we collect from you are held in an insurance broking bank account specifically for the purpose of holding client money. By virtue of agreements held with the Insurers, we collect premiums as agents of the Insurer. Once we have collected the premium from you, under the terms of our agreements with the Insurers, those premiums are treated as having been paid to the insurer.

Money that we collect from you will be held in a segregated account, separate from our own business account, and will be remitted to the Insurers in accordance with our agreement with them. If we become insolvent, the terms of the trust dictate that the Insurers will have a prior claim on the money in the account according to their respective interests.

Earning interest on customer premiums 

We hold premiums that you pay us in our client money bank account. Under Financial Conduct Authority regulations we have to inform you that we may earn interest from money held in this account. Interest earned will not be held for the benefit of customers.

We may also invest these premiums in a range of permitted designated investments as prescribed by the Financial Conduct Authority. In the event that there is any shortfall in our client money resource attributable to falls in the market value of any of these permitted designated investments we shall make provision for, and bear the cost of, any such shortfall.

Customer money passed to another organisation 

In accordance with Financial Conduct Authority Regulations we have to inform you that in managing or arranging your insurance requirements, we may transfer money that you have paid us in payment of an insurance premium to another insurance intermediary. This has no effect on your insurance arrangements with us as your broker or your insurer.

Money laundering and proceeds of crime

We are obliged to report to the National Crime Agency and suspicion of money laundering or terrorist financing activity and we are prohibited from disclosing any such report.

Insurer security

The insurers that we use are regulated, and are required to have adequate capital resources. However, we cannot guarantee the solvency of any insurer that we place business with. An insolvent insurer may be unable to pay claims, or may be unable to pay them in full and you may have to pay a further premium to arrange alternative insurance cover.

Bribery and corruption

Our company culture and ethics mean that we do not bribe or use any other means to improperly influence the decisions of clients, potential clients, or government officials. Our business is structured with appropriate systems and controls to comply with the requirements of the Bribery Act 2010.


This agreement shall be governed by the laws of England and Wales and the parties agree that any dispute arising out of it shall be subject to the exclusive jurisdiction of the English Courts.


No variation of these terms is held to be valid unless in writing and signed by an authorised officer of the company. The company’s staff are not authorised to agree to any variation of these terms. From time to time the company may review the terms and reserve the right to amend them without notice.


Agreement to our Terms of Business does not affect your statutory rights. These are our stated Terms of Business. We will assume you are in agreement with these terms unless you notify us to the contrary within five days of receipt of the documents.