Your Account

Motivo Insurance App

Terms of use

Understanding the Motivo app terms helps ensure everything
runs smoothly and transparently.

Please read these Terms and Conditions (“App Terms”) carefully before you download, register for, or use the Motivo app (the “App” as defined in clause 3). They form a legal agreement between you and us.

Who we are
  1. The App is provided by First Central Insurance Management Limited (“FCIM”), trading as Motivo and 1st Central ("Motivo", "we", "us" or "our").
  2. Motivo is powered by 1st Central. Motivo and 1st Central are trading names of FCIM, which is authorised and regulated by the Financial Conduct Authority (firm reference number: 483296). FCIM is registered in England and Wales (number: 06489797) at Capital House, 1–5 Perrymount Road, Haywards Heath, West Sussex, RH16 3SY.
  3. These App Terms govern your use of the App. They are separate from, and do not amend, the policy wording, statement of fact, policy schedule and any other documents that make up your contract of insurance with your insurer (together, your “Policy Documents”). If there is any conflict between these App Terms and your Policy Documents in relation to your Insurance Cover, your Policy Documents take priority.
  4. The App gives you access to certain features relating to your Motivo insurance policy (“your Policy”), including the ability to make general enquiries and to ask our AI-enabled chat assistant (the “AI Agent”) to action certain requests on your Policy. The App is for domestic and private use only.
Acceptance of these app terms
  • By downloading, registering for, or using the App, you confirm that you accept these App Terms and agree to comply with them. If you do not agree to these App Terms, you must not download or use the App.
  • These App Terms apply in addition to any terms and conditions imposed by the operator of the App Store Provider from which you downloaded the App.
Definitions
  1. “Account” means the registered profile you create to access and use the App.
  2. “AI” means technology that enables systems to process data, identify patterns, generate outputs or responses, and carry out tasks based on predefined rules or learned behaviour, in order to support or replicate tasks that would otherwise require human input.
  3. “AI Agent” means the AI-enabled chat (and, where applicable, voice) assistant made available through the App to help you make enquiries and to action certain Self-Service Transactions on your Policy.
  4. “App” means the Motivo mobile application made available by us, together with all functionality, features, content and services made available through it from time to time, including the AI Agent.
  5. “App Store Provider” means any third-party platform, marketplace or service through which the App is distributed, downloaded, installed or updated (including the Apple App Store or Google Play Store).
  6. “Cookie Notice” means our cookie notice, as updated from time to time, which explains how we use cookies and similar technologies in connection with the App, our websites and related services (available at http://motivoinsurance.ai/cookie_notice).
  7. “Content” means any text, data, information, images or other material made available on or through the App.
  8. “Insurance Cover” means the insurance protection, benefits, terms, conditions, exclusions and limits provided under your Policy as set out in your Policy Documents.
  9. “Policy” means your Motivo insurance policy.
  10. “Policy Documents” means your policy wording, statement of fact, certificate of insurance, schedule and any other documents forming your contract of insurance.
  11. “Privacy Notice” means our privacy notice, as updated from time to time, which explains how we collect, use, share, retain and protect personal data in connection with the App, the AI Agent and your Policy (available at http://motivoinsurance.ai/privacy-notice).
  12. “Self-Service Transaction” means a change you ask us to make to your Policy via the App (such as a change of address or a change of vehicle) which is carried out using AI.
  13. “You” and “your” means the registered user of the App.
Eligibility and Registration
  1. You must be the policyholder named on your Policy, or a permitted additional user authorised by the policyholder, and at least 17 years old, to register for and use the App.
  2. To register, you will need to provide accurate, current and complete information, including details that allow us to verify you against your Policy (for example, your policy number, email address and date of birth).
  3. You must keep your registration details up to date. If any information you provide is, or becomes, inaccurate or incomplete, we may be unable to verify you, and we may suspend or restrict your access to the App.
  4. We may carry out identity and security checks when you register and from time to time while you use the App, to protect your Account and your Policy from unauthorised access.
  5. We may decline to register you, or may suspend or close your Account, where we reasonably believe this is necessary to protect you, us, or any third party, or to comply with any law or regulation.
  6. If you download the App onto any other device not owned by you, you must have the owner's permission to do so, and we will accept no related responsibility. You will be responsible for complying with these terms, whether or not you own the other device.
About the app
  1.  The App allows you to:
  • view information about your Policy;
  • make general enquiries about your Policy and about Motivo, including via the AI Agent;
  • ask the AI Agent to carry out certain Self-Service Transactions (such as a change of address or a change of vehicle);
  • make payments towards your Policy; and
  • access documents relating to your Policy
  1.  The features available through the App may change from time to time, and not all features may be available to all customers or for all types of Policy.
  2. The App is a tool to help you manage your Policy more conveniently. It does not replace, and you should continue to refer to, your Policy Documents for the full terms of your Insurance Cover.
  3. The App and the AI Agent have not been developed to meet your individual requirements, and we accept no responsibility for the same.
Your Account, Login and Security
  1. You are responsible for keeping your login details (including any password, PIN, or biometric login method) confidential and secure.
  2. You must not let anyone else access or use the App on your behalf, except where you have a permitted additional user authorised on your Policy.
  3. You must tell us as soon as possible (see clause 18 Contact Us) if you know or suspect that your Account has been accessed without your permission, or that your login details have been lost, stolen, or compromised.
  4. We may use biometric authentication (such as fingerprint or face recognition), where supported by your device, and where you choose to enable this. Biometric data is processed by your device's operating system and is not stored or accessed by us.
  5. We are not responsible for any loss you suffer as a result of unauthorised use of your Account, including where this is caused by your failure to keep your login details secure, except to the extent required by law.
Acceptable use
  • You agree to use the App only for its intended purpose, lawfully, and in accordance with these App Terms.
  • You must not:

    • misuse the App in any way that is fraudulent, unlawful, or that could damage, disable, or impair the App or our systems (including hacking, scraping, interfering, introducing viruses, malware or malicious code or attempting to bypass security features including biometric authentication);
      attempt to gain unauthorised access to any part of the App, our systems, or any other user's Account;
    • use any automated system, bot, or script to access or interact with the App, other than as we expressly permit;
    • attempt to reverse engineer, decompile, or otherwise extract the source code of the App;
    • use the App to submit any abusive, threatening, defamatory, or otherwise unlawful content;
    • create multiple Accounts for the same Policy unless authorised by us;
    • impersonate any other person or attempt to access another customer's Account or Policy;
    • use the App for any commercial, business or resale purpose; or
    • use the App in any way that infringes the rights of any third party.
  1. We may suspend or terminate your access to the App if we reasonably believe you have breached this clause 7.
The AI Agent – How it works and its limits
  1. When you contact us through the App, you may interact with the AI Agent. The AI Agent uses AI to understand your request, provide relevant information, and, where appropriate, carry out certain actions on your Policy.
  2. The AI Agent is used for customer servicing and information-capture purposes only. It automates certain processes, but it is not used to make autonomous decisions about matters requiring judgement, such as your eligibility for cover, the price of your Policy, liability, or the outcome of any claim. Those decisions remain the responsibility of your insurer in accordance with your Policy and are subject to appropriate human oversight.
  3. For Self-Service Transactions (such as a change of address or change of vehicle), the AI Agent follows pre-defined, rules-based processes to carry out the action you have asked for, based on the information and instructions you provide. The AI Agent does not exercise independent judgement or discretion in carrying out these processes.
  4. Outside of Self-Service Transactions, the AI Agent may also provide general information or guidance in response to your questions (for example, general queries about your cover or how the App works). This information is provided to assist you and is not a substitute for your Policy Documents. The terms of your Insurance Cover are set out in, and governed by, your Policy Documents and any other formal written confirmation we provide to you outside of the App.
  5. We may use AI tools provided by, or hosted on infrastructure operated by, third parties.
  6. We may, at any time and at our discretion, refer or transfer any interaction you have with the AI Agent to a member of our team, including where this is necessary or appropriate to ensure accuracy, compliance with legal or regulatory obligations, or the proper handling of your request.
  7. If the AI Agent is unavailable, you can always get in touch us using the details in clause 18 (Contact Us).
  8. Conversations with the AI Agent (including any voice interactions) may be monitored, recorded and used for quality assurance, training, fraud prevention, complaint-handling and regulatory compliance purposes, in line with our Privacy Notice.
  9. Any information or statement provided by the AI Agent is for customer service purposes only and does not amend, vary, waive or create any term of your Policy. Your Policy will only be amended or varied where we issue a written confirmation of the relevant change in accordance with our normal policy administration processes.
Self-service transactions
  1. Where you ask the AI Agent to carry out a Self-Service Transaction (such as a change of address or change of vehicle) that change will be processed based on the information you provide.
  2. You are responsible for ensuring that any information you provide through the App is accurate, complete and up to date.
  3. Providing false, misleading or incomplete information through the App may affect your Insurance Cover, and may result in your Policy being amended, cancelled, treated as void, or a claim being rejected or not paid in full, in line with the terms of your Policy Documents.
  4. We will send you confirmation of any Self-Service Transaction you make by email, and you should check this confirmation carefully. If anything looks incorrect or any information is missing, you must tell us as soon as possible using the contact details in clause 18.
  5. Some changes cannot be made as a Self-Service Transaction and may need to be reviewed and actioned by a member of our team. We will let you know if this is the case.
  6. Where a Self-Service Transaction has been carried out through a pre-defined, rules-based process based on the instructions you gave us, that action will be treated as having been carried out in accordance with those instructions. This does not limit any right you have under your Policy Documents or by law in relation to errors caused by us.
Availability, maintenance and changes to the app
  1. We will use reasonable endeavours to keep the App available, but we do not guarantee that the App will always be available, uninterrupted, or free from errors.
  2. We may suspend, withdraw, discontinue, restrict, or change all or part of the App at any time (including the AI Agent).
  3. Use of the App depends on your having a compatible device and an internet connection. We are not responsible for the availability or performance of your device, operating system, or network connection, or for any app store through which you access or download the App.
  4. From time to time, we may automatically update the App to improve performance, alter functionality, reflect changes to the operating system or address security issues. Alternatively, we may ask you to update the App for these reasons. If you choose not to install such updates or if you opt out of automatic updates you may not be able to continue using the App.
  5. Important transactions on your Policy can always be carried out by contacting us directly - see clause 18 (Contact Us) - if the App or AI Agent is unavailable for whatever reason.
Intellectual Property
  1. The App, and all Content, software, trademarks, logos and other materials made available through it (excluding any information you provide to us), are owned by us or our licensors and are protected by intellectual property laws.
  2. We grant you a personal, non-exclusive, non-transferable, revocable licence to download and use the App on a compatible device, solely for your own personal, non-commercial use in connection with your Policy and in accordance with these App Terms.
  3. You must not copy, modify, distribute, sell, lease, sublicense, or create derivative works from the App or any Content, except as expressly permitted by these App Terms.
  4. All rights not expressly granted to you under these App Terms are reserved by us and our licensors.
Third-Party Services
  1. The App may rely on, or include links to, third-party services, software or content. We do not control, and are not responsible for, the content, accuracy, or availability of third-party services.
  2. By downloading the App from an App Store Provider, your use of the App is also subject to that App Store Provider’s own terms of use. In the event of any conflict between those terms and these App Terms in relation to your use of the App, these App Terms will apply as between you and us.
  3. Each App Store Provider is not a party to these App Terms and has no obligation to provide maintenance or support for the App. Any issues relating to the App should be directed to us, not the App Store Provider, except where the App Store Provider’s own terms specifically require otherwise.
Data protection and privacy
  1. We take the privacy and security of your personal information seriously. Information about how we collect, use, share, retain and protect your personal data, including information you provide to the AI Agent, is set out in our Privacy Notice and our use of cookies is set out in our Cookie Notice.
  2. By using the App, you acknowledge that any information you provide, including via the AI Agent, will be processed and used within our systems to administer your Policy, respond to your requests, improve and develop our products and services in line with our Privacy Notice.
  3. Calls, messages, and other communications may be monitored or recorded in accordance with applicable UK law, for example for business purposes such as quality control, training, fraud prevention, and compliance.
  4. Any information you provide to us may be shared with our subsidiary entities and with third party service providers where necessary to provide services to you, comply with legal obligations, prevent and detect fraud, or for the other purposes described in our Privacy Notice. Such processing will be carried out in accordance with applicable data protection laws.
Liability
  1. Nothing in these App Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be limited or excluded under applicable law.
  2. Subject to clause 14.1, we will not be liable to you for any:
  • loss that was not reasonably foreseeable to both you and us when using the App;
  • loss arising from your failure to keep your Account or device secure;
  • loss or unavailability arising from your device, operating system, internet connection, or any app store;
  • loss of profit, revenue or savings, loss of business, business interruption, loss of goodwill or reputation, or loss of business opportunity; or
  • indirect, special, or consequential loss.
  1. Subject to clause 14.1, our total liability to you arising out of or in connection with your use of the App (whether in contract, tort – including negligence – or otherwise) shall not exceed the one hundred pounds sterling (£100).
  2. The AI Agent is provided to support you in managing your Policy and answering general queries. While we design our AI tools carefully and maintain human oversight, AI-generated responses to open-ended questions may occasionally be incomplete, out of date, or inaccurate. Where there is any conflict between something said by the AI Agent and your Policy Documents, your Policy Documents will apply. If you are ever unsure about your Insurance Cover, please contact us using the details in clause 18 to get this confirmed in writing.
  3. Clause 14.4 does not affect our responsibility for Self-Service Transactions correctly carried out in accordance with your instructions (see clause 9), or for any error caused by us rather than by the information or instructions you provided.
  4. These App Terms do not affect your statutory rights as a consumer, including any rights you may have under the Consumer Rights Act 2015 or any subsequent legislation.
Suspension and Termination
  1. You may stop using the App and delete your Account at any time. This will not affect your Policy, which will continue in accordance with your Policy Documents unless you separately cancel it with us.
  2. We may suspend or terminate your access to the App, or close your Account, at any time, where:
  • you breach these App Terms;
  • we reasonably suspect fraud, misuse, or unauthorised access;
  • your Policy ends, lapses, or is cancelled;
  • we are required to do so by law or by a regulator; or
  • we decide to withdraw or discontinue the App (either temporarily or permanently).
  1. Where reasonably practicable, we will give you notice before suspending or terminating your access to the App. Termination or suspension of your access to the App does not, of itself, cancel your Policy, which may continue in accordance with your Policy Documents.
  2. If we end your rights to use the App:
  • you must stop using the App.
  • you must delete or remove the App from all devices in your possession;
  • we may cease providing you with access to the App.
Changes to these app terms
  1. We may update these App Terms from time to time, for example to reflect changes in the App's features, the law, or our regulatory obligations.
  2. Where we make material changes, we will notify you (for example, by email, in-app notification, or on first use of the App after the change). Your continued use of the App after such notice means you accept the updated App Terms.
  3. The latest version of these App Terms will always be available within the App and on our website.
Complaints
  1. If you are unhappy with the App or have a complaint, please contact us using the details in clause 18 below.
  2. If your complaint relates to an insurance product or service, you may have the right to refer the matter to the Financial Ombudsman Service after completing our complaints process. Please refer to your Policy Documents for further information.
Contact us
  1. If you have any questions about the App, these App Terms or the AI Agent, or if you wish to make a complaint, you can contact us as follows:
    • Website – www.motivoinsurance.ai;
    • Telephone – 0333 043 2050; or
    • In-App – via the “Help or “Contact Us” section of the App.
  2. Our contact details, including information about our complaints procedure, are also available in your Policy Documents and on our website.
  3. If you contact us by telephone or via the App, your conversation may be monitored or recorded in accordance with clauses 8.8, 13.3 and our Privacy Notice.
General Terms
  1. Entire agreement: These App Terms, together with our Privacy Notice, Cookie Notice and your Policy Documents, set out the entire agreement between you and us in relation to your use of the App.
  2. Severability: If any provision of these App Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
  3. No waiver: If we do not enforce any right under these App Terms, this does not mean we waive that right.
  4. Assignment: We may transfer our rights and obligations under these App Terms to another organisation, for example as part of a business reorganisation, provided this does not materially affect your rights. You may not transfer your rights or obligations under these App Terms to anyone else.
  5. Third-party rights: These App Terms do not give rise to any rights for any third party to enforce any term of these App Terms, except as expressly stated.
  6. Language: These App Terms are provided in English and all communications relating to the App will be in English.
Governing Law and Jurisdiction
  1. These App Terms and any dispute arising out of or in connection with them or their subject matter or formation shall be governed by the law of England and Wales.
  2. Any disputes relating to these App Terms will be subject to the exclusive jurisdiction of the courts of England and Wales.