1. Use of Artificial Intelligence Tools
We may use artificial intelligence (“AI”) technologies, including automated processing tools and conversational chatbots, to assist in the delivery of our services. These tools are designed to support our staff in activities such as:
Responding to general enquiries
Gathering preliminary information about your insurance needs
Assisting with policy comparisons
Producing draft documentation and summaries
Improving internal efficiency and service quality
AI systems are used to enhance, not replace, appropriate human oversight. All regulated insurance advice and final recommendations are reviewed and approved by a suitably qualified member of staff in accordance with the requirements of the Financial Conduct Authority (“FCA”).
2. Chatbot (PizzaChat) Communications
Our website or digital platforms may include an automated chatbot (PizzaChat). The chatbot (PizzaChat):
Provides general information about our services and products
Collects information to help us understand your enquiry
Does not provide regulated advice, evidence that insurance cover is in force or binding insurance quotations unless expressly stated
Conversations conducted via chatbot (PizzaChat) may be recorded and stored for training, quality assurance, compliance monitoring, and fraud prevention purposes.
You should not rely solely on chatbot responses when making decisions about insurance cover or as evidence that insurance cover is in force. If you require regulated advice or confirmation of cover, you must request to speak directly with one of our advisers via the AI chatbot (PizzaChat).
3. Accuracy and Limitations
While we take reasonable steps to ensure that AI-generated outputs are accurate and appropriate, AI systems may occasionally produce incomplete or inaccurate information.
We therefore:
Apply human review to regulated activities
Monitor and test AI systems regularly
Maintain appropriate governance and risk controls
We do not accept liability for losses arising solely from reliance on automated information where you have not sought confirmation from a member of our advisory team. You can do this by requesting to speak to an agent via the chatbot (PizzaChat) or email us at [email protected].
Nothing in this section limits or excludes liability where it would be unlawful to do so under applicable UK law.
4. Data Protection and Confidentiality
Any personal data processed through AI systems or chatbot interactions will be handled in accordance with:
The UK General Data Protection Regulation (UK GDPR)
The Data Protection Act 2018
Our Privacy Notice
Where third-party AI providers are used, we ensure appropriate contractual safeguards, data security measures, and compliance with applicable data protection legislation.
5. Consent to Use of AI Systems
By engaging our services and/or using our digital platforms, you acknowledge that:
We may use AI-assisted tools in delivering our services
Automated systems may process information you provide
Regulated advice will remain subject to appropriate human oversight
If you do not wish for your information to be processed via AI-assisted systems, please inform us in writing at [email protected].
Alternative service arrangements may be available upon request.