Loaned equipment · engagement terms · home workplace
Liability insurance for a self-employed call centre agent
Anyone handling telephone customer contact on a self-employed basis causes little physical damage. Even so, almost every client asks for this policy, and the reason for that is in the engagement terms.
- Several insurers compared objectively
- 9.5 customer rating for a new policy
- AFM licence 12016589
- Personal 072 - 509 24 56, weekdays 9–17
Deze pagina in het Nederlands: Aansprakelijkheidsverzekering voor een zelfstandige callcenteragent.
The calculator and the quote form below are in Dutch. Prefer to do this in English? Email info@finassverzekert. nl or call 072 - 509 24 56 and we will take it from there.
Work out for yourself what it would cost.
Enter your details; you will receive a proposal within one working day.
- We compare the offerings of several insurers
- An adviser checks whether the cover suits your activities
- We arrange the switch, including cancellation
A premium indication, not personal advice. Prefer to talk it through? Call 072 - 509 24 56.
In brief
Without staff, the heaviest section of a liability policy, employers' liability, falls away for you. What remains is the risk you cause to someone else. If you work periodically at the client's office, it is about practical things: a mug knocked over onto a switch, a damaged meeting room door, a monitor that falls off the table. That is ordinary damage to property and the reason why clients require this cover by contract.
The second point is loan. A laptop, headset or second screen provided by the client is in your care. Items you use, hire or keep fall under the care, custody and control exclusion and are therefore not automatically covered. If your agreement says you are liable for the equipment provided, ask for separate care, custody and control cover or have that provision amended before you sign.
What you say on the phone is another category. A wrong assurance about a price, a cancellation that was not processed or a customer who says he was put under pressure leads to a claim in money: pure financial loss. This policy is not intended for that. Those claims belong on professional indemnity insurance. If you work with customer files on your own equipment, look at a cyber insurance.
This page deals with one situation. The full overview is on Compare public and employers' liability insurance (AVB).
What to look out for
as well.
Four points that determine whether a policy makes sense in self-employed telephone customer contact.
The capacity has to be right Article 7:928 of the Dutch Civil Code If you handle email and chat, complaints, quality control or the writing of scripts as well as calls, have that included word for word in the policy. Insurers assess a claim against the activities described. A description that is too narrow costs you cover; a description that is wrong can have consequences after a loss under
Equipment on loan
The client's laptop is the most common loss in this work: dropped, lost or covered in coffee. As an item in your care it is excluded as standard. Some insurers offer limited care, custody and control cover for an additional premium; check whether that also applies when you work from home rather than at the office.
What the policy does not solve
Outside the cover are: claims for a refund or a reduction because of a bad call, fines from the Autoriteit Persoonsgegevens (the Dutch data protection authority) or the ACM (the Dutch consumer and markets authority), contractual penalties under your engagement agreement, and damage caused by intent under Article 7:952 of the Dutch Civil Code. Your own lost turnover during illness does not belong there either. You arrange that with disability insurance.
Your own position in the workplace
If you are injured at the client's office, that is not your liability but possibly theirs. Article 7:658(4) of the Dutch Civil Code can also apply to those who carry out work outside employment in the course of someone else's business. Always report an injury to the client in writing, even if you think at first that it is nothing much.
What does your premium depend on?
- Annual turnover: the usual basis for a sole trader
- Described activities: calls only or advice, training and scripting as well
- Working on site or from home: at the office you are closer to other people's property
- Care, custody and control cover included: for equipment you have on loan
- Sum insured and excess: per claim and per insurance year
- Area of cover: working for clients outside the Netherlands changes the risk
Insurers weigh these details differently. That is where your saving is.
What is covered
| Situation | AVB | BAV |
|---|---|---|
| Your bag falls off the coat rack onto the client's printer during your shift | Yes | No |
| An employee of the client trips over your extension lead in the flexible workspace | Yes | No |
| The client wants to be paid for the laptop it provided after it fell out of your bicycle bag | No | No |
| A customer demands compensation because you did not process his cancellation | No | Yes |
| After a call a large customer walks away and the client loses the turnover | No | Provided that |
| The client imposes a contractual penalty because you were unreachable for a day | No | No |
Physical damage at the client's premises is on the left, everything arising from the call itself on the right.
Frequently asked questions
This is what people ask us most.
Why does my client ask for this if I only make calls?
Larger organisations' purchasing conditions almost invariably require liability insurance for every party engaged, whatever the work. They do not want to bear damage that an outsider causes at their premises or to their property themselves. Ask what minimum sum insured they require and whether they want to receive the policy schedule before the assignment starts.
I work exclusively from home. Do I still run a risk?
A limited one, but not nil. If you occasionally visit an office for a meeting or training, you are among other people's property there. You also have the loaned equipment in your care, at home as well. Declare your home-working situation in the application, because a policy that assumes work on site can contain provisions that do not fit it.
A customer says I gave him wrong information. Is that covered?
Not on this policy. There is no injury and no damaged property, only a claim for money, and that is pure financial loss. That claim belongs on professional indemnity insurance, which also covers the defence costs. In many cases the customer will in fact go to the client first, who can then come to you under your agreement.
What if customer data leaks through my laptop?
The costs of investigation, remediation and notification fall outside liability insurance and belong on a cyber insurance. Administrative fines remain excluded there as well, because they are a punishment. Work exclusively in the client's environment, therefore, do not store customer data locally and record in writing which party is the data controller.
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