Our Services

The service we offer to our clients

We offer an insurance brokerage service to commercial and private clients, that would possibly be the easiest way to put it, however, it is a little more complex than that. Virtually anyone can claim they know about insurance and as long as they don't advise you on the particulars of any insurance cover then they are able to point you to any insurer or broker that they like, often it's the one that is paying them a commission for finding new business. It happens a lot on the internet and that's fine until something goes wrong or you get conned or scammed.

That's why you should always check to see if the company you are placing your trust in is FCA registered, it won't always guarantee you won't have any problems but if you do there are a number of things you can do about it as long as the company is registered.

Since FML Insurance Services became a part of Primo plc we strive even harder to provide a top class professional service in all we do, from gathering information to assessing risk, advising you of the best cover options to protect you from those risks to obtaining a quote from the best UK insurers who will underwrite your policy and finally sorting out all the paperwork and assisting with claims should you needs us too.

Here are some the ways we endeavour to make your experience of obtaining insurance with us a better than average experience...

Making sure you have the correct cover

This is first and foremost making sure you understand exactly what you need to cover your business correctly. First, we assess your business for the risks it may face, then we look at ways of helping you reduce those risks and finally we present to you the correct way to cover any remaining risks your business may be subjected to.

Sometimes there are varied cover options available on policies issued by different insurers, we would always encourage going for the one that offers the best cover rather than the best price. Of course, we will notify you of all the options and you may choose to go for the best price, it's your business after all and the final decision is, of course, yours.

We will always discuss the options with you before any insurance cover is obtained, we will always point out clearly what pros and cons are for each policy. What we will not do is compromise on the cover you really need just to get a sale, that goes against everything we do in treating customers fairly.

We only use UK insurers

This is a simple one to answer we always obtain insurance from Lloyd's syndicates or other top UK insurers, our adviser will always notify you of the intended insurer we aim to place your insurance cover with and of course you can always opt for an alternative insurer if you should wish to do so.

Guaranteed good advice

Our staff are all highly trained and experienced in the areas they work in, if they don't know the answer to something then there is always someone senior who does and will be able to answer any questions for you. We take great pride in offering you the best service we can, it will not always be the cheapest but I'm sure you will appreciate that quality over quantity often offers the best especially when it comes to making a claim or needing assistance.

Highest levels of customer support

We always believe that the customer comes first and we treat every customer with the same due diligence and care, whether they be a small shop owner or the CEO of a large company. We have a standard we adhere to with all our clientele.

We always attempt to return your call or respond to any correspondence as quickly as possible, sometimes however in this technical age we live things can occasionally go wrong, we will always endeavour to rectify any situation where we may be seen as falling short of our goals.

We have a complaints page where you may find information on how to make a registered complaint either with us or your insurer as well as details for the financial ombudsman service, to go to our complaints page please click this link

Full range of insurance policy types

This is quite an extensive list and will depend on your business type and the activities you plan on taking up, we do have a section on the policy types we cover and their definitions by clicking the button below, of course it is always best to speak to an adviser who will be more than happy to discuss your policy options with you.l

Making sure communication is simple

Good communication is key to any business that offers any form of assistance to their customers, we make it as easy as possible with numerous contact options such as, phone (request callback), email, social media, online request forms, quote and buy online facilities and of course good old fashioned snail mail (regular postal services)

Always speak with helpful humans

We promise that if you call us during office hours you will always speak to a real human, we do not operate call automation and we do not run a call centre, yes perhaps it's a bit old fashioned but I'm sure you'll agree sometimes the old ways are the best ways and we prefer to do things the best way.

Our commitment to treating customers fairly

We are committed to offering our customers the highest possible standards of service. In so doing we are pleased to support the Financial Services Authority initiative ‘Treating Customers Fairly’.

We recognise that both we and our customers have everything to gain if we look after your best interests and treat you fairly in all aspects of our dealings with you.

Our commitment to you:

We will

  • provide you with clear information about the products and service we offer.
  • ascertain your needs, preferences and circumstances before recommending an insurance product.
  • only recommend a product that we consider suitable for your needs.
  • not recommend an insurance product if we are unable to find one we consider suitable.
  • encourage you to ask if there is something you do not understand.
  • give you access to a formal complaints procedure should you become unhappy with our service.

How you can help us:

To help us give you the most appropriate advice, we will ask you to

  • provide us with sufficient information to enable us to properly assess your insurance needs.
  • let us know about changes in circumstance that might affect your insurance needs or changes which your insurers need to be made aware of.
  • let us know if there is any aspect of our service, or of a product we have discussed or recommended that you do not understand.
  • tell us if you think there are ways we can improve our service.

Finally we would like to take this opportunity to say thank you for using FML Insurance Services.


Contact Details

  • Telephone: 01702 225 440

  • fmlenquiries @primoplc.com

  • Primo plc, Cumberland House, Baxter Ave

  • Southend-on-Sea, Essex SS2 6HZ

UK Insurance Advice

UK Insurance Advice