Frequently asked questions

Some questions that you may have…

FAQs


Car insurance

General questions about my policy

My policy cover

Yes, if you have comprehensive cover and you use our approved repairer, you'll get a courtesy car while yours is being repaired. This is subject to availability and does not apply if your car is a total loss.

Yes, you're covered to drive anywhere in the European Union, Iceland, Norway, Switzerland, Liechtenstein, Andorra and Serbia. The level of cover and number of days vary, so check your policy documents for full details.

If no Brexit deal is reached, or a transitional period agreed, from the date the UK leaves the EU, you'll need to provide a Green Card at European borders to prove you're insured.

Yes, if you have a comprehensive policy you're covered for the replacement or repair of a windscreen.

Yes, most policies cover you to drive any other vehicle on a third party only basis, providing:

  • The vehicle's insured
  • The owner's given permission
  • The vehicle isn't owned by you as the policyholder.

Hire purchase or lease agreed vehicles aren't permitted and only the policyholder is covered, named drivers are not included.

Yes, costs will vary dependent on your insurer. Please get in touch to discuss the available options.
Modifications that improve your car's value, performance, handling or attractiveness may not be acceptable. Please call us for confirmation.

Making changes to my policy

Making changes

You can call us at anytime to advise if you have incurred a conviction. However, it doesn’t need to be added to your policy until your next renewal.

Yes, providing they meet with the insurer's terms & conditions. Please call us on 0333 321 9763

No claims discount

No claims discount

Yes, depending on the underwriter, you can usually pay to protect them.

No. You can only add no claims discount protection when you take out a new policy, or at your renewal.

No, but we may be able to give you an introductory discount if you have a safe driving history. Please give us a call on 0333 321 9763 to see if we can help.

No, we can only accept discount that's been earnt on a private car policy, in the UK.

Make a claim

Make a claim

Call our helpline on 0800 035 4260, lines are open 24/7. You'll also find full details on how to claim in your policy documents, which are available in your MyAccount.

If the repairs will cost more than your vehicle's market value, we're likely to consider it beyond economical repair or a 'total loss'. When this happens, we'll make you an offer for your vehicle based on its market value.

This is dependent on your underwriter but usually, once you've registered a claim, our validation team will arrange a call with you to discuss the next steps.

Renewals

Renewals

Unless you've opted out, your policy will renew automatically on your renewal date. Auto renewing doesn't cost any more, it just keeps things simple for you and makes sure you're never left without insurance.

If you want to stop your policy from renewing, give us a call on the number below. You can also opt out of auto renewal at any time by changing your preferences in MyAccount. This will make sure that, unless you tell us otherwise, your policy will end on your renewal date and you'll no longer be insured by us.

If you don't want to renew because you've had your renewal quote and aren't happy with the price, please call us on 0333 321 9753. We can talk you through your options and may be able to find a better solution.

There are lots of ways to get in touch.

If you need your renewal quote

Your renewal invite will be available in MyAccount around three weeks before your renewal date. All you need to do is log in and check the details are correct and you're happy with your renewal price. If you want to go ahead, simply go to the renewals section to accept your renewal and arrange payment (if required).

Your renewal price should match the price you would be offered for a like-for-like quote as a new customer. If you do find a new quote from us that has the same details but is a cheaper price, just get in touch on 0333 321 9753 and we'll take a look.

To discuss your quote

If you want to talk to us about your quote or you've found a better price with a different insurer, please do get in touch on 0333 321 9753. We can go through all your options and are often able to find a better solution for you.

You can update your policy in MyAccount up to three days before your renewal date. Simply:

  • Log in, select View policy and choose the policy you want to change.
  • Select the change you want to make and add your new information.
  • You'll be given a quote, which includes any change to your total price and any fees you need to pay.
  • Select continue if you want to go ahead. If the change lowers your price you'll be due a refund. Or if your price has gone up, you can choose how to pay.

To pay for your renewal

Unless you've opted out, your policy will renew automatically on your renewal date. So, if you're happy with your renewal quote and we have payment details for you, there's no need to do anything.

However, we may have asked you to get in touch if, for example, your payment card is expiring so please call us on 0333 321 9753.

Paying for your car insurance renewal

In most cases, you can pay online in MyAccount.

  • Log in and select Renewals.
  • Follow the instructions on how to make a payment.
  • If you get stuck, just start a webchat and we'll guide you through the steps.

Your policy will still renew without payment but you'll need to arrange payment as soon as possible to avoid any charges.

If you're worried about paying for your renewal

Please get in touch as soon as possible on 0333 321 9753. We can talk you through your payment options and may be able to find a payment plan that's more affordable for you.

Please don't cancel any payments or Direct Debits without speaking to us first. Missing payments means you run the risk of your policy being cancelled and we don't want you to be left without insurance.

If you don't want to renew with us

All you need to do is give us a call on 0333 321 9753. Your policy will then end at 11.59pm on the day before your renewal date. You'll no longer be insured by us so please make sure you've got alternative cover elsewhere.

Yes, you can. Auto renewing doesn't cost any more, it just keeps things simple for you and makes sure you're never left without insurance.

If you want to stop your policy from renewing, give us a call on 0333 321 9753. You can also opt out of auto renewal at any time by changing your preferences in MyAccount. This will make sure that, unless you tell us otherwise, your policy will end on your renewal date and you'll no longer be insured by us.

Your renewal invite will be available in MyAccount around three weeks before your renewal date. All you need to do is log in and check the details are correct and you're happy with your renewal price.

Unless you’ve opted out, your policy will renew automatically on your renewal date. Auto renewing doesn't cost any more, it just keeps things simple for you and makes sure you're never left without insurance. If you've opted out of automatic renewals, please call us to let us know you want to stay or simply opt back in to renew automatically.

If you've found a better quote – please do get in touch on 0333 321 9753. We can go through all your options and are often able to find a better solution for you.

If you're worried about paying - Please get in touch as soon as possible on 0333 321 9753. We can talk you through your payment options and may be able to find a payment plan that's more affordable for you. All conversations are confidential and if it's easier, we can talk to a relative, friend or debt counselling organisation about your account - we'll just need your OK first.

If you need to change your details - You can update your car insurance in MyAccount up to three days before your renewal date. Simply:

  • Log in, select View policy and choose the policy you want to change.
  • Select the change you want to make and add your new information.
  • You'll be given a quote, which includes any change to your total price and any fees you need to pay.
  • Select continue if you want to go ahead. If the change lowers your price you'll be due a refund. Or if your price has gone up, you can choose how to pay.
  • If you don't want to carry on, select Cancel changes.

Yes, you can renew your car policies in MyAccount.

However, unless you've opted out, your policy will renew automatically on your renewal date. So, if you're happy with your renewal quote and we have payment details for you, there's no need to do anything.

If you've previously told us you didn't want to renew automatically, making a renewal payment before your renewal date will mean your insurance continues for another year. Simply:

  • Log in and select the Renewals tab.
  • Select accept and then fill in your card details to pay.

Your renewal price should match the price you would be offered for a like-for-like quote as a new customer. If you do find a new quote from us that has the same details but is a cheaper price, just get in touch on 0333 321 9753 and we'll take a look.

Unless you've opted out, your policy will renew automatically on your renewal date. If you don't want this to happen, just give us a call on 0333 321 9753. Your policy will then end at 11.59pm on the day before your renewal date and you won't be charged anything. You'll no longer be insured by us so please make sure you've got cover elsewhere.

Alternatively, you can call us on 0333 321 9753 to let us know you don't want to renew with us.

If your policy automatically renewed but you're insured elsewhere

No problem, just call us on the number above and we'll cancel your policy from your renewal date without charge. Your new policy needs to have started on your renewal date so we may ask you to send a copy of your new insurance certificate to confirm this.

You also have a 14-day cooling off period from your renewal date to cancel without paying a cancellation fee. However, you'll still need to pay for any days you've been insured for from your renewal date.

Yes, your renewal should match the price you would be offered for a like-for-like quote as a new customer.

If you decide to shop around and find a cheaper quote from us online, the first thing you need to do is check the details to make sure all the information is like-for-like and it's the same type of policy. If everything matches, all you need to do is get in touch on 0333 321 9753 so we can take a look.

You should also contact us if you have any questions about your renewal or you want to know what other options are available. Most people who talk to us end up staying, so it's worth a quick call on 0333 321 9753 to chat it through.