Retail Shop — Frequently Asked Questions

Can’t find your answer? Call us on 0333 004 7444 – We’re open Monday – Friday 9am – 5:30pm

Click on any question to reveal an answer

  • I do not see my particular trade or type of retail shop listed on your website. Can I still purchase insurance?
    Yes, please choose ‘Other’ and manually complete the text box provided
  • I have several trades. Do I need to pick one or can I have multiple trades under one policy?
    There is an option to select up to seven different trades with our policy. This helps us get a more realistic understanding of your business and your unique needs. Please contact us if you need assistance in selecting trades.
  • I have more than seven trades. What do I do?
    If you need to insure more than seven trades under one policy, please contact us so we can assist you.
  • I don’t have a business name yet. Can I still get insurance?
    The business name field on the application is only needed if you are a Limited or Partnership company. Otherwise, it can be left blank.
  • I have a van for my retail shop. Is this covered under the Shops policy?
    Unfortunately, our retail shops policy only covers the shop and premises. It cannot cover vehicles, but please get in touch with us about our separate van insurance policies.
  • How do I get in touch via email?
    You may contact us via email or through various contact options on our website. Our office hours are: Monday to Friday 09.00am – 5.30pm.
  • Can I renew my policy online?
    Yes, we will notify you at least 21 days in advance of your policy renewal date so that you can review your policy and make changes as needed. You can then notify us online to renew your policy, you can also phone and email.
  • If I receive a quote for insurance coverage, how long is it good for? How far in advance can I request a quote?
    Your insurance coverage quote is valid for 30 days from the day you receive it; you can only request a quote within 30 days of your renewal date.
  • I don’t have an email address. Do I need one to obtain a quote?
    Yes, we require a valid email address in order to provide a quote. If you do not have one, you can still get an insurance quote by calling us directly during our opening hours which are; Monday to Friday 9.00am – 5.30pm.
  • I am unsure of the date or amount of my claim.
    Please contact us for information relating to any claims you have made with BusinessDirect.
  • What does public liability coverage include?
    Public liability coverage protects you, as the property owner, from legal liability for death or bodily harm on third-party individuals (other than an employee). It also covers loss or damage to third party property from out of the operation of your business.
  • What does employer’s liability coverage include?
    Employer’s liability coverage protects you, as the property or business owner, against any claims for compensation from employees who are injured on a job for which you are legally liable.
  • What does malicious damage coverage include?
    Malicious damage coverage protects your property from any intentional damage done by people lawfully on the premises, such as tenants or invited visitors. Examples of this kind of intentional damage include vandalism, graffiti, or cannabis farms.
  • What are the coverage exclusions?
    Your policy documents will include any related exclusions, terms and conditions. For particular questions regarding your policy and any exclusions, please contact our customer service representatives.
  • What is the standard excess and out of pocket cost to me?
    The policy excess or “out of pocket cost” is outlined on the ‘Your Summary’ section of your policy documentation.
  • What form of payment do you accept?
    We accept payments via direct debit or credit/debit cards. We accept Visa, Mastercard, Maestro and Visa Electron, We do not accept cheques or cash.
  • What is an Employer Reference Number (ERN)?
    The ERN or Employer Reference Number, is also known as the Employer PAYE Reference, is given to every business that is registered with HM Revenue & Customs (HMRC) as an employer. Businesses that pay any employee above the PAYE threshold are required to have an ERN, which is the reference number for their employees’ income tax and national insurance contributions.
    The ERN is printed on mandatory documents including the P45, P60, P11/D, and on most pay slips. The format of the ERN is usually 999/XX99999 or 999/X99999.
    Some businesses are not assigned an ERN because all employees (including labour only subcontractors, trainees and apprentices) are paid below the PAYE threshold.
  • Why is my Employer Reference Number needed for an insurance quote?
    If you select Employers’ Liability and your business is not exempt from holding a HM Revenue & Customs (HMRC) Employer Reference Number (ERN), you’ll need to tell us your ERN.
    We need to give Employers’ Liability insurance policy details including, where appropriate, your ERN, to the Employers’ Liability Tracing Office (ELTO) who will add the details to their electronic database. The database helps people who have suffered injury or disease at work in the UK quickly and easily find the insurance company, which was providing Employers’ Liability insurance at the time their injury, or disease was sustained.
  • What is the Employers’ Liability Tracing Office (ELTO)?
    The Employers’ Liability Tracing Office (ELTO) is a service set up by the insurance industry. It helps people who have suffered injury or disease at work quickly and easily find the relevant insurance company. To do this, ELTO needs insurance companies to collect their customers’ Employer Reference Number (ERN) where cover for Employers’ Liability has been included. For more information, please visit
  • Will I receive an email confirming my insurance coverage? Are the documents available to print?
    Yes, a confirmation email will be issued within 48 hours of the successful purchase of your insurance policy. Documents confirming the level of cover will be included with the confirmation email and should be thoroughly checked upon receipt. Any queries or discrepancies should be reported immediately to ensure that your cover is unaffected. Once you are in receipt of your confirmation email, your documents can be accessed, downloaded or printed by accessing your account using the login and password you created when obtaining your quote.
  • If I renew my policy, do I receive any new documents?
    Your renewal quotation is sent to you before your renewal date, on acceptance a new policy schedule and attaching documents will be sent.