Terms of Business

Xact Expat is a trading name of Xact Risk Solutions, 34 Lime Street, London, EC3M 7AT, United Kingdom and is an independent health and medical insurance intermediary and Lloyd’s Broker. We are authorised and regulated by the Financial Conduct Authority (FCA). Our permitted business is arranging general insurance contracts. Our FCA number is 590914. These details can be checked on the FCA’s Register by visiting the FCA’s website http://www.fsa.gov.uk/register/home.do or by contacting the FCA on 0800 111 6768.

We are required to comply with the FCA regulations relevant to a general insurance intermediary. These include the following:

• A firm must conduct its business with integrity, and pay due regard to the interests of its customers and treat them fairly.

• A firm must conduct its business with due skill, care and diligence.

• A firm must pay due regard to the information needs of its clients and communicate information to them in a way which is clear, fair and not misleading.

• A firm must manage conflicts of interests fairly, both between itself and its customers and between a customer and another client.

• A firm which holds client money has to meet certain specified conditions.

• A firm must take reasonable care to establish and maintain such systems and controls as are appropriate to its business.

• A firm must maintain and keep up to date a list of insurance undertakings it selects from and be able to provide a copy of this list in a durable medium to a customer on request.

Please read this document carefully. It sets out the terms on which we agree to act for our clients and contains details of our regulatory and statutory responsibilities. These terms apply, whether or not signed by the client, to the services provided or to be provided by Xact Risk Solutions Ltd. Variation of these terms will only be effective if given in writing by a Director of the firm.


As independent insurance intermediaries we act as the agent of our client. We are subject to the law of agency, which imposes various duties on us. However, in certain circumstances we may act for and owe duties of care to other parties. We will advise you when these circumstances occur so you will be aware of any possible conflict of interest.

We offer products from a range of insurers. A list of insurers is available on request.

We will advise you after we have assessed your needs. This will include the type of cover you seek together with the costs of your premiums.

We will advise you of any inability to place your insurance.


We do not guarantee the solvency of any insurer we place business with. A liability for the premium, whether in full or pro rata, may arise under policies where a participating insurer becomes insolvent.


It is our policy that policy documentation will be issued in a timely manner. This varies from insurer to insurer, but normally within three to six weeks from the submission of your application to the appropriate Insurer when processed by Xact Risk Solutions Ltd.

Your policy documentation will confirm the basis of the cover, giving details of the insurer, and be accompanied by a policy schedule and financial statement. The date that the premium(s) are due, together with any penalties, will be clearly shown.

Prior to the conclusion of the contact you will be given a statement of demands and needs. You should read this carefully. It will set out your demands and needs and confirm whether the contract has been recommended by an Xact Risk Solutions Ltd qualified Sales Advisor and, if so, the reasons for making the recommendation.

You will normally be provided with the renewal terms in a durable medium no less than 21 days before expiry of the policy, or notified that renewal is not being invited. Attached to the renewal terms will be a statement of any changes to the term of the policy, and changes to directive-required information (information required under the EU directives), statement of price and information about cancellation. You will be given an explanation of any changes, where necessary and in good time, which may appear in your policy and you will be advised of your right to request a new policy statement.

If renewal is not being offered you will be notified no less than 21 days before the expiry of the policy.

It is our policy to retain documents for business effected on your behalf in electronic or paper format for up to 5 years.


You should notify your insurer as soon as possible of a claim or circumstances that may give rise to a claim.


You must disclose to insurers, before the contract is concluded, any fact or circumstance, which is known to you (or which ought to be known to you) which may affect the terms of the policy. It is important to disclose any Pre-Existing Medical conditions, where required, on an application form. Non-disclosure may lead to the Insurers declining a claim, or cancelling your policy.


You must provide the premium due in cleared funds in accordance with the amounts and payment dates specified in the insurer’s financial statement. Failure to meet the payment may lead to insurers cancelling your policy.


All of Xact Risk Solutions Ltd.’s services to you are covered by remuneration via an insurer’s commission. You will not be liable for any professional fees or service charges from us (unless agreed in advance). Please contact Xact Risk Solutions Ltd for more information regarding the payments we receive for the insurance plans we have arranged for you.


Xact Risk Solutions does not hold any client money.


Your insurance contract may include a cancellation clause. A cancellation clause is mandatory for all retail customers. In the event that you fail to pay your premium by the due date, the insurance may be cancelled by insurers, giving notice of the cancellation.


We take all complaints seriously. If you wish to register a complaint then please contact Xact Risk Solutions Ltd either:

In writing to:
The Chief Executive Officer
Xact Risk Solutions Ltd
34 Lime Street
London, EC3M 7AT
United Kingdom

By telephone to +44 (0)191 259 4645

We will acknowledge your complaint within 5 working days.

If we are unable to settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at South Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone 0845 600 6666


For certain protection products UK money laundering regulations require us to obtain evidence of the identity of clients for whom we act at the start of a business relationship. This might, for example, be evidenced by sight of a current signed passport and two utility bills/bank statements. For companies the requirements are different and will be discussed during application process. We are obliged to report to the National Criminal Intelligence Service any evidence or suspicion of money laundering at the first opportunity and we are prohibited from disclosing any such report.


We are registered under the Data Protection Act 1998 and we undertake to comply with the act in our dealings with your personal data. Your personal information will be kept secure.


These terms of business shall be governed by and construed in accordance with English Law. In relation to any legal proceedings arising out of or in connection these terms of business we both irrevocably submit to the non-exclusive jurisdiction of the English Courts.