Supporting your Consumer Duty journey

We understand that navigating Consumer Duty and its principles can be a challenge, especially as a broker. That's why we want to make sure you have access to all the necessary documentation to comply and achieve positive outcomes for your customers. To make things easier for you, we have compiled all the relevant documents you'll need from us and some helpful resources in one convenient place

INTRO CD2

The new Consumer Duty regulation aims to make financial markets work better for both consumers and firms. It sets higher expectations for firms to deliver good outcomes to consumers, while also ensuring that they act in good faith, avoid harm, and provide clear communications and fair value. This is an important step towards creating a more transparent and trustworthy financial market.

Consumer Duty has been developed to improve the relationship between firms and consumers. The FCA has outlined the fundamental aspects of this relationship, focusing on products and services, price and value, as well as consumer understanding and consumer support, which are all important to achieving positive outcomes for customers.

Consumer Duty affects all FCA approved firms that have a significant impact on, or decide, retail customer outcomes in the UK. This includes businesses who produce or offer products and services to retail clients.

  • 31 October 2022: Boards (or an equivalent management body) are required to have an implementation plan
  • 31 July 2023: new Consumer Duty rules come into force for new and existing products or services open to sales or renewals
  • 31 July 2024: rules come to force for closed products and services

To ensure that firms are delivering great outcomes, it's important to focus on the four key areas of scrutiny:

Products & services: Are the products and services designed to meet the needs, characteristics, and objectives of your target market?

Price & value: Are your products and services fairly priced and delivering value to your customers?

Consumer understanding: Are your communications easy to understand and being understood by your audience?

Consumer support: Are your customers able to fully realise the benefits of your products and services?

Please complete our Information Sharing Form by 30 September 2025.

Key documents

Document type

Policy documents

Policies incepted from 1 August 2023
ERS Car Policy Wording ACPC 0823
Policies incepted from 1 November 2022
ERS Car Policy Wording ACPC 0922
Policies incepted from 1 December 2021
ERS Car Policy Wording ACPC 1221
ERS Car IPID COMP 0922 ERS Car IPID TPO 0922 ERS Car IPID ADFT 0922 ERS Car IPID ADTP 0922 ERS Car IPID FT 0922 ERS Car IPID TPFT 0922 ERS Car IPID ADTP 1221 ERS Car IPID FT 1221 ERS Car IPID TPFT 1221 ERS Car IPID TPO 1221 ERS Car IPID ADFT 1221 ERS Car IPID COMP 1221
Statement of Fact - ERS Private Car
ERS Product Value Form Private Car 2025 ERS Product Value Form Private Car 2024 ERS Product Value Form Private Car 2023 ERS Product Value Form Private Car 2022

Information can be supplied in alternative formats should it be required e.g.

Braille, large print and others can be requested via claims@ers.com

Document type

Policy documents

Policies incepted from 1 March 2023
ERS Classic Car including Breakdown ACCL 0323 ERS Classic Car Excluding Breakdown ACCC 0323
Policies incepted from 1 November 2022
ERS Enthusiast Policy Wording ACENTH 1122
Policies incepted from 1 July 2022
ERS Enthusiast Policy Wording ACENTH 1221
Policies incepted from 1 July 2021
ERS Classic Car Excluding Breakdown ACCC 0721
ERS Classic Car ex break IPID TPFT 0323 ERS Classic Car ex break IPID FT 0323 ERS Classic Car ex break IPID COMP 0323 ERS Classic Car ex break IPID ADTP 0323 ERS Classic Car ex break IPID ADFT 0323 ERS Classic Car inc break IPID TPO 0323 ERS Classic Car inc break IPID TPFT 0323 ERS Classic Car inc break IPID FT 0323 ERS Classic Car inc break IPID COMP 0323 ERS Classic Car inc break IPID ADTP 0323 ERS Classic Car inc break IPID ADFT 0323 ERS Classic Car ex break IPID TPO 0323 ERS Enthusiast IPID COMP 1122 ERS Enthusiast IPID ADFT 1122 ERS Enthusiast IPID ADTP 1122 ERS Enthusiast IPID TPO 1122 ERS Enthusiast IPID TPFT 1122 ERS Enthusiast IPID FT 1122 ERS Enthusiast IPID TPO 1221 ERS Enthusiast IPID TPFT 1221 ERS Enthusiast IPID FT 1221 ERS Enthusiast IPID COMP 1221 ERS Enthusiast IPID ADTP 1221 ERS Enthusiast IPID ADFT 1221 ERS Classic Car ex break IPID TPO 0721 ERS Classic Car ex break IPID TPFT 0721 ERS Classic Car ex break IPID FT 0721 ERS Classic Car ex break IPID COMP 0721 ERS Classic Car ex break IPID ADTP 0721 ERS Classic Car ex break IPID ADFT 0721
ERS Enthusiast Statement of Facts
ERS Product Value Form Enthusiast 2025 ERS Product Value Form Enthusiast 2024 ERS Product Value Form Enthusiast 2023 ERS Product Value Form Enthusiast 2022
Classic Car Mileage Declaration Form Classic Car Agreed Value Form

Information can be supplied in alternative formats should it be required e.g.

Braille, large print and others can be requested via claims@ers.com

Document type

Policy documents

ERS Prestige IPID TPO 0923 ERS Prestige IPID TPFT 0923 ERS Prestige IPID FT 0923 ERS Prestige IPID COMP 0923 ERS Prestige IPID ADTP 0923 ERS Prestige IPID ADFT 0923 IPID personal personal motor prestige insurance ERS Prestige IPID ADTP 1122 IPID personal personal motor prestige insurance ERS Prestige IPID ADFT 1122 IPID personal personal motor prestige insurance ERS Prestige IPID TPO 1122 IPID personal personal motor prestige insurance ERS Prestige IPID TPFT 1122 IPID personal personal motor prestige insurance ERS Prestige IPID FT 1122 IPID personal personal motor prestige insurance ERS Prestige IPID COMP 1122 IPID personal motor prestige insurance ERS Prestige IPID TPFT 1221 IPID personal motor prestige insurance ERS Prestige IPID FT 1221 IPID personal motor prestige insurance ERS Prestige IPID COMP 1221 IPID personal motor prestige insurance ERS Prestige IPID ADTP 1221 IPID personal motor prestige insurance ERS Prestige IPID ADFT 1221 Ipid personal motor prestige insurance ERS Sports Entertainment IPID TPO 0721 Ipid personal motor prestige insurance ERS Sports Entertainment IPID TPFT 0721 Ipid personal motor prestige insurance ERS Sports Entertainment IPID FT 0721 Ipid personal motor prestige insurance ERS Sports Entertainment IPID COMP 0721 Ipid personal motor prestige insurance ERS Sports Entertainment IPID ADTP 0721 Ipid personal motor prestige insurance ERS Sports Entertainment IPID ADFT 0721 Ipid personal motor prestige insurance ERS Supercar IPID TPO 0721 Ipid personal motor prestige insurance ERS Supercar IPID TPFT 0721 Ipid personal motor prestige insurance ERS Supercar IPID ADFT 0721 Ipid personal motor prestige insurance ERS Supercar IPID FT 0721 Ipid personal motor prestige insurance ERS Supercar IPID COMP 0721 Ipid personal motor prestige insurance ERS Supercar IPID ADTP 0721
ERS Product Value Form Prestige Overseas 2025 ERS Product Value Form Prestige Overseas 2024 ERS Product Value Form Prestige Overseas 2023 ERS Product Value Form Prestige Overseas 2022

Information can be supplied in alternative formats should it be required e.g.

Braille, large print and others can be requested via claims@ers.com

Document type

Policy documents

Policies incepted from 1 November 2022
ERS Overseas Vehicle Policy Wording ACOSV 1122
Policies incepted from 1 December 2021
ERS Overseas Vehicle Policy Wording ACOSV 1221
ERS Overseas Vehicles IPID COMP 1122 ERS Overseas Vehicles IPID TPO 1122 ERS Overseas Vehicles IPID TPO 1221 ERS Overseas Vehicles IPID COMP 1221
ERS Product Value Form Prestige Overseas 2025 ERS Product Value Form Prestige Overseas 2024 ERS Product Value Form Prestige Overseas 2023 ERS Product Value Form Prestige Overseas 2022

Information can be supplied in alternative formats should it be required e.g.

Braille, large print and others can be requested via claims@ers.com

Document type

Policy documents

Information can be supplied in alternative formats should it be required e.g.

Braille, large print and others can be requested via claims@ers.com

Document type

Policy documents

Information can be supplied in alternative formats should it be required e.g.

Braille, large print and others can be requested via claims@ers.com

Document type

Policy documents

Policies incepted from 1 November 2022
ERS Taxi Policy Wording TX 0922
Policies incepted from 1 December 2021
ERS Taxi Policy Wording TX 1221
ERS Taxi IPID TPO 0922 ERS Taxi IPID ADFT 0922 ERS Taxi IPID ADTP 0922 ERS Taxi IPID FT 0922 ERS Taxi IPID TPFT 0922 ERS Taxi IPID COMP 0922 ERS Taxi IPID TPO 1221 ERS Taxi IPID ADFT 1221 ERS Taxi IPID ADTP 1221 ERS Taxi IPID COMP 1221 ERS Taxi IPID FT 1221 ERS Taxi IPID TPFT 1221
Statement of facts Wedding Insurance - ERS Taxi
ERS Product Value Form Taxi 2025 ERS Product Value Form Taxi 2024 ERS Product Value Form Taxi 2023 ERS Product Value Form Taxi 2022

Information can be supplied in alternative formats should it be required e.g.

Braille, large print and others can be requested via claims@ers.com

Document type

Policy documents

Policies incepted from 1 April 2024
ERS Taxi Policy Wording TXST 0424
ERS Short Term Taxi IPID COMP 0424
Statement of facts Short Term Taxi Insurance - ERS Taxi
ERS Product Value Form Taxi 2025 ERS Product Value Form Short Term Taxi 2024 ERS Product Valuation Form Short Term Taxi 2023

Information can be supplied in alternative formats should it be required e.g.

Braille, large print and others can be requested via claims@ers.com

Document type

Policy documents

Policies incepted from 1 November 2022
ERS Horsebox Policy Wording ACHB 1122
Policies incepted from 1 December 2021
ERS Horsebox Policy Wording ACHB 1221
Policies incepted from 1 October 2020
ERS Horsebox Policy Wording ACHB 1020
IPID personal agriculture motor horsebox insurance ERS Horsebox IPID ADTP 1122 IPID personal agriculture motor horsebox insurance ERS Horsebox IPID TPO 1122 IPID personal agriculture motor horsebox insurance ERS Horsebox IPID ADFT 1122 IPID personal agriculture motor horsebox insurance ERS Horsebox IPID FT 1122 IPID personal agriculture motor horsebox insurance ERS Horsebox IPID TPFT 1122 IPID personal agriculture motor horsebox insurance ERS Horsebox IPID COMP 1122 Ipid agriculture motor horsebox insurance ERS Horsebox IPID TPO 1221 Ipid agriculture motor horsebox insurance ERS Horsebox IPID ADFT 1221 Ipid agriculture motor horsebox insurance ERS Horsebox IPID ADTP 1221 Ipid agriculture motor horsebox insurance ERS Horsebox IPID COMP 1221 Ipid agriculture motor horsebox insurance ERS Horsebox IPID FT 1221 Ipid agriculture motor horsebox insurance ERS Horsebox IPID TPFT 1221
ERS Horsebox Statement of fact
ERS Product Value Form Horsebox 2024 ERS Product Value Form Horsebox 2023 Horsebox – ERS Product Value Form – Horsebox 2022 ERS Product Value Form Horsebox 2021

Information can be supplied in alternative formats should it be required e.g.

Braille, large print and others can be requested via claims@ers.com

Document type

Policy documents

Policies incepted from 1 November 2022
ERS Fleetsure Policy Wording FS 1122
Policies incepted from 1 December 2021
ERS Fleetsure Policy Wording FS 1221
Policies incepted from 1 October 2020
ERS Fleetsure Policy Wording FS 1020
IPID personal motor fleet own goods and trades insurance ERS Fleet IPID COMP 1122 IPID personal motor fleet own goods and trades insurance ERS Fleet IPID ADFT 1122 IPID personal motor fleet own goods and trades insurance ERS Fleet IPID TPFT 1122 IPID personal motor fleet own goods and trades insurance ERS Fleet IPID TPO 1122 IPID personal motor fleet own goods and trades insurance ERS Fleet IPID FT 1122 Ipid motor fleet own goods and trades insurance ERS Fleet IPID TPO 1221 Ipid motor fleet own goods and trades insurance ERS Fleet IPID ADFT 1221 Ipid motor fleet own goods and trades insurance ERS Fleet IPID COMP 1221 Ipid motor fleet own goods and trades insurance ERS Fleet IPID FT 1221 Ipid motor fleet own goods and trades insurance ERS Fleet IPID TPFT 1221
Statement of facts motor fleet own goods and trades insurance ERS Fleetsure SOF 1122 Statement of facts motor fleet own goods and trades insurance ERS Fleetsure SOF 1221 Statement of facts motor fleet own goods and trades insurance Fleetsure SOF 0618 Statement of facts motor fleet own goods and trades insurance ERS Fleetsure SOF 0618 Statement of facts motor fleet own goods and trades insurance ERS Fleetsure SOF 0619 Statement of facts motor fleet own goods and trades insurance Fleet SOF
ERS Product Value Form Fleet 2025 ERS Product Value Form Fleet 2024 ERS Product Value Form Fleet 2023 ERS Product Value Form Fleet 2022

Information can be supplied in alternative formats should it be required e.g.

Braille, large print and others can be requested via claims@ers.com

Document type

Policy documents

IPID personal motor fleet passenger transportation insurance ERS Fleet IPID COMP 1122 IPID personal motor fleet passenger transportation insurance ERS Fleet IPID ADFT 1122 IPID personal motor fleet passenger transportation insurance ERS Fleet IPID TPO 1122 IPID personal motor fleet passenger transportation insurance ERS Fleet IPID TPFT 1122 IPID personal motor fleet passenger transportation insurance ERS Fleet IPID FT 1122 ERS Fleet IPID COMP 0922 ERS Fleet IPID ADFT 0922 ERS Fleet IPID TPO 0922 ERS Fleet IPID TPFT 0922 ERS Fleet IPID FT 0922 Ipid motor fleet passenger transportation insurance ERS Fleet IPID COMP 1221 Ipid motor fleet passenger transportation insurance ERS Fleet IPID ADFT 1221 Ipid motor fleet passenger transportation insurance ERS SDH IPID TPO 1221 Ipid motor fleet passenger transportation insurance ERS SDH IPID TPFT 1221 Ipid motor fleet passenger transportation insurance ERS SDH IPID FT 1221 Ipid motor fleet passenger transportation insurance ERS SDH IPID COMP 1221 Ipid motor fleet passenger transportation insurance ERS SDH IPID ADFT 1221 Ipid motor fleet passenger transportation insurance ERS Fleet IPID TPO 1221 Ipid motor fleet passenger transportation insurance ERS Fleet IPID TPFT 1221 Ipid motor fleet passenger transportation insurance ERS Fleet IPID FT 1221
Statement of facts motor fleet passenger transportation insurance ERS Fleetsure SOF 1122 Statement of facts motor fleet passenger transportation insurance ERS Fleetsure SOF 0618 Statement of facts motor fleet passenger transportation insurance ERS Fleetsure SOF 0619 Statement of facts motor fleet passenger transportation insurance Fleet SOF Statement of facts motor fleet passenger transportation insurance Fleetsure SOF 0618 Statement of facts motor fleet passenger transportation insurance ERS Fleetsure SOF 1221
ERS Product Value Form Fleet 2025 ERS Product Value Form Fleet 2024 ERS Product Value Form Fleet 2023 ERS Product Value Form Fleet 2022

Information can be supplied in alternative formats should it be required e.g.

Braille, large print and others can be requested via claims@ers.com

Document type

Policy documents

IPID personal motor fleet goods for hire reward insurance ERS Fleet IPID ADFT 1122 IPID personal motor fleet goods for hire reward insurance ERS Fleet IPID TPO 1122 IPID personal motor fleet goods for hire reward insurance ERS Fleet IPID TPFT 1122 IPID personal motor fleet goods for hire reward insurance ERS Fleet IPID FT 1122 IPID personal motor fleet goods for hire reward insurance ERS Fleet IPID COMP 1122 ERS Fleet IPID ADFT 0922 ERS Fleet IPID TPO 0922 ERS Fleet IPID COMP 0922 ERS Fleet IPID TPFT 0922 ERS Fleet IPID FT 0922 Ipid motor fleet goods for hire reward insurance ERS SDH IPID TPO 1221 Ipid motor fleet goods for hire reward insurance ERS SDH IPID TPFT 1221 Ipid motor fleet goods for hire reward insurance ERS SDH IPID FT 1221 Ipid motor fleet goods for hire reward insurance ERS SDH IPID COMP 1221 Ipid motor fleet goods for hire reward insurance ERS SDH IPID ADFT 1221 Ipid motor fleet goods for hire reward insurance ERS Fleet IPID TPO 1221 Ipid motor fleet goods for hire reward insurance ERS Fleet IPID TPFT 1221 Ipid motor fleet goods for hire reward insurance ERS Fleet IPID FT 1221 Ipid motor fleet goods for hire reward insurance ERS Fleet IPID ADFT 1221 Ipid motor fleet goods for hire reward insurance ERS Fleet IPID COMP 1221
Statement of facts motor fleet goods for hire reward insurance ERS Fleetsure SOF 1122 Statement of facts motor fleet goods for hire reward insurance ERS Fleetsure SOF 0618 Statement of facts motor fleet goods for hire reward insurance ERS Fleetsure SOF 0619 Statement of facts motor fleet goods for hire reward insurance ERS Fleetsure SOF 1221 Statement of facts motor fleet goods for hire reward insurance Fleet SOF Statement of facts motor fleet goods for hire reward insurance Fleetsure SOF 0618
ERS Product Value Form Fleet 2025 ERS Product Value Form Fleet 2024 ERS Product Value Form Fleet 2023 ERS Product Value Form Fleet 2022

Information can be supplied in alternative formats should it be required e.g.

Braille, large print and others can be requested via claims@ers.com

Document type

Policy documents

Policies incepted from 1 November 2022
ERS Fleet Policy Wording SDH 1122 ERS Fleet Policy Wording SDH 0922
Policies incepted from 1 December 2021
Policy documents motor fleet ERS SDH Policy Wording 1221
Policies incepted from 1 October 2020
Policy documents motor fleet ERS SDH Policy Wording 1020
IPID personal motor fleet self drive hire ERS SDH IPID COMP 1122 IPID personal motor fleet self drive hire ERS SDH IPID ADFT 1122 IPID personal motor fleet self drive hire ERS SDH IPID TPO 1122 IPID personal motor fleet self drive hire ERS SDH IPID TPFT 1122 IPID personal motor fleet self drive hire ERS SDH IPID FT 1122 ERS SDH IPID COMP 0922 ERS SDH IPID ADFT 0922 ERS SDH IPID TPO 0922 ERS SDH IPID FT 0922 ERS SDH IPID TPFT 0922 Ipid motor fleet self drive hire ERS Fleet IPID FT 1221 Ipid motor fleet self drive hire ERS Fleet IPID COMP 1221 Ipid motor fleet self drive hire ERS Fleet IPID ADFT 1221 Ipid motor fleet self drive hire ERS SDH IPID TPO 1221 Ipid motor fleet self drive hire ERS SDH IPID TPFT 1221 Ipid motor fleet self drive hire ERS SDH IPID FT 1221 Ipid motor fleet self drive hire ERS SDH IPID COMP 1221 Ipid motor fleet self drive hire ERS SDH IPID ADFT 1221 Ipid motor fleet self drive hire ERS Fleet IPID TPO 1221 Ipid motor fleet self drive hire ERS Fleet IPID TPFT 1221
Statement of facts motor fleet self drive hire ERS Fleetsure SOF 1122 Statement of facts motor fleet self drive hire ERS Fleetsure SOF 1221 Statement of facts motor fleet self drive hire Fleet SOF Statement of facts motor fleet self drive hire Fleetsure SOF 0618 Statement of facts motor fleet self drive hire ERS Fleetsure SOF 0618 Statement of facts motor fleet self drive hire ERS Fleetsure SOF 0619
ERS Product Value Form Fleet 2025 ERS Product Value Form Fleet 2024 ERS Product Value Form Fleet 2023 ERS Product Value Form Fleet 2022

Information can be supplied in alternative formats should it be required e.g.

Braille, large print and others can be requested via claims@ers.com

Document type

Policy documents

Information can be supplied in alternative formats should it be required e.g.

Braille, large print and others can be requested via claims@ers.com

Document type

Policy documents

ERS MBI Total UK IPID 1122 ERS MBI Total UK Europe IPID 1122 ERS MBI Roadside IPID 1122 ERS MBI Roadside Recovery IPID 1122 ERS Equine MBI Total UK IPID 1122 ERS Equine MBI Roadside IPID 1122 ERS Equine MBI Roadside Recovery IPID 1122 Ipid motor breakdown insurance ERS MBI Total UK IPID 1221 Ipid motor breakdown insurance ERS MBI Roadside Recovery IPID 1221 Ipid motor breakdown insurance ERS MBI Total UK Europe IPID 1221 Ipid motor breakdown insurance ERS MBI Roadside IPID 1221 Ipid motor breakdown insurance ERS Equine MBI Roadside Recovery IPID 1221 Ipid motor breakdown insurance ERS Equine MBI Total UK IPID 1221 Ipid motor breakdown insurance ERS Equine MBI Roadside IPID 1221 Ipid motor breakdown insurance ERS MBI Total UK IPID 0619 Ipid motor breakdown insurance ERS MBI Total UK Europe IPID 0619 Ipid motor breakdown insurance ERS MBI Roadside Recovery IPID 0619 Ipid motor breakdown insurance ERS MBI Roadside IPID 0619
ERS Product Value Form MBI 2024 ERS Product Value Form MBI 2023 ERS Product Value Form MBI 2022 ERS Product Value Form MBI 2021

Information can be supplied in alternative formats should it be required e.g.

Braille, large print and others can be requested via claims@ers.com

To enable us to complete the assessments, we need you to provide updates on your remuneration. To help, we have set an acceptable remuneration levels for our products.

Commission

In line with Lloyd’s regulation, your commission should not exceed 49% of the total premium for ERS Retail and Commercial products and be in line with that product's business plan.

Fees

We have applied a threshold of up to £75 for Retail products and total fees for Commercial products should not exceed 5% of the total premium.

If your total remuneration exceeds these thresholds, please contact your Strategic Account Manager or Regional Development Manager as soon as possible and no later than 30 September 2025 so we can assess the ongoing fair value for our mutual customers.

Sharing details of your remuneration and services with ERS

Whilst we've asked you to let us know if you exceed our remuneration thresholds, you are required under FCA PROD 4 to provide the Manufacturer (ERS) with details on your remuneration and services provided. Please complete the Information Sharing Form by 30 September 2025.

FCA Consumer Duty FG22/5: Final non-Handbook Guidance for firms on the Consumer Duty

FCA Consumer Duty PS22/9: A new Consumer Duty

Sign-up here for all Consumer Duty email updates from the FCA

Main website for all FCA Consumer Duty information

Education

2022 BRANKO BL

Understanding the impact of new FCA rules on the insurance industry

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Consumer Duty - Supporting Vulnerable Customers Flowchart

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IQUW-Group Introducing Consumer Duty

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We're here to help

If you need additional support please get in touch with our Data Protection Officer, Simon Mahaffey.

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