Terms of Service

Last updated: 11 September 2026 · Version 1.0

These terms govern your use of the Olly mobile app, web apps and related services (the “Service”) provided by Olly Insurance Ltd (“Olly”, “we”, “us”). By creating an account or using the Service you agree to them. Your insurance cover itself is governed by your policy documents; where these terms and your policy differ on a matter of cover, the policy prevails.

1. Who can use the Service

You may use the Service if you are 18 or over and are a member of an Olly policy, an authorised representative of an employer or broker with an Olly scheme, or otherwise invited by us. A policyholder may use the Service on behalf of dependants covered under their policy.

2. Your account

• Keep your login details, one-time codes and magic links confidential. Do not share them.
• Tell us promptly at support@hiolly.com if you think your account has been accessed without permission.
• Give us accurate information and keep it up to date. Inaccurate information can affect your cover and any claim.
• You are responsible for activity on your account unless it results from our security failure.

3. What the Service does

Through the Service you can view your cover and documents, check symptoms, chat with Olly, be directed to appropriate care, book appointments with providers in our network, submit and track claims and prior authorisations, receive notifications, and, if you choose, connect health and wearable data to receive prevention insights.

Care is delivered by independent healthcare professionals and providers, not by Olly. They are responsible for the clinical care they give you. Olly arranges access and, where your policy allows, pays for it.

4. Health information and AI guidance

• The symptom checker uses automated systems, including AI, to ask questions and suggest a next step. It is guidance, not a diagnosis, prescription or medical advice.
• Suggestions depend on what you tell us. Answer honestly and completely.
• A clinician reviews referrals and any decision that affects your cover. We do not make solely automated decisions with legal or similarly significant effects on you.
• If your symptoms change or worsen, seek care from a clinician or call 111 or 999 as appropriate. Do not wait for the app.

5. Connected devices and third-party data

You can optionally connect a wearable or health platform (for example Apple Health, Health Connect, WHOOP or similar). When you do, you authorise us and our data-integration providers to collect the data types you approve. You can disconnect at any time in the app or with the third party. Third-party services have their own terms, which apply to your use of them. We are not responsible for the accuracy or availability of data supplied by third-party devices.

6. Acceptable use

You must not:

• use the Service for anyone other than yourself or dependants you are entitled to act for;
• submit false, misleading or fraudulent information, including in a claim;
• attempt to access accounts, data or systems you are not authorised to access, probe or test our security without written permission, or interfere with the Service's operation;
• copy, scrape, reverse-engineer or resell any part of the Service;
• use the Service to abuse, harass or harm anyone, including our staff and healthcare providers.

Fraudulent claims may result in the claim being declined, your policy being cancelled and the matter being referred to the relevant authorities.

7. Intellectual property

The Service, including its software, design, content and trade marks, belongs to Olly or its licensors. We grant you a personal, non-transferable, revocable licence to use the app and web apps for their intended purpose. You keep ownership of the information and documents you upload, and you grant us a licence to use them to provide the Service and meet our legal obligations.

8. Privacy

How we handle your personal data, including health data, is set out in our Privacy Policy, which forms part of these terms.

9. Availability and changes

We aim to keep the Service available at all times but cannot guarantee it. We may suspend it for maintenance, security or reasons outside our control. We may change or withdraw features, and we may update these terms. If a change is material, we will notify you in the app or by email before it takes effect. Continuing to use the Service after that date means you accept the updated terms.

10. Liability

• Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything that cannot be limited by law.
• We are not liable for clinical care given by independent providers, for decisions you make based on guidance from the symptom checker, or for third-party devices, apps and networks.
• We are not liable for losses that were not foreseeable when you agreed to these terms, or for business losses.
• Your rights under your insurance policy and under consumer law are unaffected by this section.

11. Ending your use

You can stop using the Service at any time and can ask us to close your account. Closing your account does not cancel your insurance policy; see your policy documents for that. We may suspend or close your account if you break these terms, if your policy ends, or if we must do so by law. Records we are required to keep, such as claims and policy history, are retained as described in the Privacy Policy.

12. Governing law and complaints

These terms are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction, without affecting any rights you have to bring a claim in your local courts if you live elsewhere in the UK.

If you have a complaint, contact us first at complaints@hiolly.com. If you are not satisfied with our final response, you may be able to refer the matter to the Financial Ombudsman Service at financial-ombudsman.org.uk.

13. Contact