Car FAQs

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Are you a broker or an insurance company?
We are an independent intermediary. In accordance with the Association of British Insurers' (ABI) Code we are authorised by each of the insurers on our panel to arrange insurance on your behalf (subject to your meeting insurers' requirements). We act for you the client, not the insurers and can therefore select the better deals from the many companies we use.

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What do the types of cover give you for your money?
Comprehensive - Would cover the cost of repairs to your car in addition to the cost of repairs to the other persons property or vehicle whether the accident were your fault or not. In addition the cover offered by the Third Party Fire and Theft & Third Party Cover would apply.

Third Party Fire & Theft (TPFT) - Would only pay out to you if the car was stolen or someone attempted to steal the car and damaged it, or the car was damaged by fire. Plus the cover offered by the Third Party cover.

Third Party Only (TPO) - Covers the cost of repairs to other persons car or property if you were at fault in an accident.

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Do you deal with other types of insurance?
Yes, we are able to provide all types of motor insurance as well as almost any other type of cover you could suggest. See our menus for a list although please note this is not exhaustive. If the product type you require is not there merely contact us and we will be able to advise if this is something with which we are able to assist.

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Do you insure drivers under 25?
Yes, we have a range of policies for young drivers and for first time insurers. We are able to offer a range of quotations from which you can select the best one to suit your needs. 

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Does the price include Legal Protection cover?
Legal Protection cover is quoted as an option to all our motor policies. We strongly suggest all clients take advantage of this valuable addition to cover since the small additional cost could more than pay for itself if you have a non fault accident that is disputed. Legal Protection cover provides insurance in respect of solicitors fees to assist you in recovering any uninsured losses in connection with a non-fault claim (e.g. your excess, damages for personal injury, loss of income or even the credit repair of your vehicle).

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Do I really need Legal Protection?
Are you a solicitor? Do you know how or have the time, to sue someone? Could you argue your case expertly in court? If the answer to any of these questions is NO then you need to take the Legal Protection cover we offer. If you have a non fault accident then your motor policy will not pay the excess and if you were injured or off work neither would it pay your injury costs or lost income. With a Legal Protection cover legal fees are paid up to £50,000 so that, if necessary, a solicitor can pursue a negligent third party to recover these “uninsured losses” for you. If nothing else this cover could be the difference between you recovering the policy excess and keeping your hard-earned NCB.

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Does the policy entitle me to drive anybody else's car?
Most policyholders over 25 are provided with this cover. However, you need to check your certificate of insurance to make sure you have this entitlement, which is generally limited to third party cover only. Should you need to be covered to drive someone else’s car on a comprehensive basis then either have them add you to their insurance or contact us and ask for “Insure Daily” cover. This special policy may be available and although not the cheapest option can often allow you to insure for comprehensive risks.

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I'm getting a second car, so can I use my existing bonus twice?
No, the no-claims bonus you have on one car is limited to use on one vehicle at a time. You can start earning a second or more lot of bonus on another vehicle but if you are claim-free we can sometimes offer a “mirror” discount through our panel of insurers.

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What is a protected no-claims bonus?
This will allow you to have a certain number of claims where your insurers cannot reclaim their loss without affecting your no-claims discount.  The normal is 2 in a 5 year period Please note there are variations on this ranging from 1 loss every year to a “guaranteed bonus” where the insurers guarantee never to reduce your bonus no matter how many claims you have. . Most insurers insist that you have earned 4 or more years before they will allow you to protect it. Please note we even have a scheme to allow protection on No Claims Bonus if you only have 1 year.

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Will it cost more to protect my bonus?
Yes, insurers charge for this protection. Generally it will add around 10-15% to the annual premium. However, this is a generalisation and you would need to contact us to obtain your own illustration to confirm this. We urge you to protect your bonus as soon as possible since although you may be a good driver you have no control over the actions of others who could damage your car and may or may not be insured.

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Can I pay by instalments?
Yes, we would require a deposit to start your insurance (usually 25% of the annual cost) and then the balance must be paid by direct debit over the following 9 months. A credit charge will be added to your total premium.

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Can I get a quote if I don't have a registration number?
Yes. We understand that there may be circumstances where you won't have the registration number of the vehicle you want to insure - it may be that you're thinking of changing vehicles and want to find out how much it would cost or you are buying a new or imported car. You can get a quotation, but if you decide that you want to buy a policy, then you will need to know the chassis or registration number.
Please note that you can't use the same No Claim Discount on more than one policy at the same time. If this new vehicle is in addition to your current one then we will either need to place the bonus on one or other of the vehicles or investigate whether “mirror bonus” is a possibility.

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Can I cover a personally imported vehicle?
Yes. If the vehicle is, or has been, available as a standard production model in the United Kingdom and has a United Kingdom registration number then this will probably be under standard insurance terms and rates. If, however the vehicle is a Japanese imports or American or modified vehicles then we will need to consult specialist insurers. Due to the specialist nature of insurance on these vehicles not all insurers will offer quotations and thus premiums may be higher.

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Do I need to provide evidence of my no claim discount?
If you decide to take out a policy with us, you'll need to provide evidence of your no claim discount, which must have been earned on a suitable insurance policy. This is the original of your most recent insurance document from a recognised insurer that shows the number of years' no claim discount you've earned, the expiry date of your last insurance policy and any claims you've made. Usually this is one of the documents in your renewal invitation from your last insurer.

Please note that we ONLY accept original documents from recognised insurers relating to a no claim discount which has been earned on an insurance policy. We don't accept photocopies or documents from brokers or intermediaries. The expiry date of your last insurance must be no more than 2 years ago. (In rare circumstances this may be extended to 3 years but only with a limited number of insurers)

Please note that you can't use the same No Claim Discount on more than one policy at the same time. Unfortunately, we can't return your evidence of no claim discount once it has been used for your policy.

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I've been driving a company car for the last few years. Will you give me a no claim discount?
If you're a company car user, who is moving to your own insurance, then we'll need a letter from your employer confirming that you were the sole user of the company vehicle, the dates you were covered under the company car scheme. Details of any claims which occurred during this period and whether these were settled on a fault or non fault basis must also be provided. The letter will also need to confirm that you no longer have a company car. If you don't produce evidence of No Claim Discount, we'll either charge you for the additional premium required from the start date of your policy or have to cancel the policy.

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Will it be cheaper if I put a parent on the policy?
Insurers are these days wise to the technique of buying a car in a parents name (Fronting) and then having a son or daughter being the real main user. Insurers will want to know whether there are other cars in the family and who is the main user of the vehicle to be insured. If incorrect information is given and the policy set up on the wrong basis and there was a claim then the insurers could at that point charge you the difference in premium. In a worst case situation they could even cancel your policy billing you for any claim to the third party. Honesty is the best policy. In any case it is better for the young driver to start to earn his or her own NCB as soon as possible.

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Do you provide a courtesy car if I have an accident?
If you have comprehensive cover and make a claim under your policy, private car policies normally provide a FREE courtesy car while your own is being repaired provided that you use a member of our insurers recommended repairer network.  This may or may not be available for motorcycles or commercial or specialist vehicles. However, a courtesy car is not available if your car is stolen or is considered to be a total loss. Insurers will withdraw any courtesy car you may have been given if, after examination, your car is considered to be a total loss.
 
The courtesy car will be normally be automatically insured by your own policy at no additional cost to you and the normal policy terms and conditions continue to apply. For example, if you have an accident in the courtesy car, it will be treated as another claim under your policy and you may lose your no claim discount. You'll be responsible for any fines for parking and other motoring offences you incur while using the courtesy car. You'll also be responsible for any congestion charges and tolls while using the courtesy car.

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What should I do if I have an accident?
If you have an accident and need to have your vehicle repaired, our priority is to get you back on the road again as soon as possible. If you use our insurer recommended repairer network, they can usually provide a FREE courtesy car for private cars while your own is being repaired, subject to availability. If you are on a commercial vehicle policy a courtesy vehicle is not normally available but if you take our Legal Protection Cover then our nominated provider, PCLE may be able to arrange a courtesy vehicle, subject to the circumstances of the incident. If a courtesy vehicle is essential then be sure to point this out at the time of requesting your quotation and we can ensure we bear this in mind and suitably advise you.

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Do I need to complete a claim form?
To speed up the process of claims, most insurance companies will complete a claim form on your behalf over the telephone. This saves time for the policyholder and insurers, enabling the claim to be processed more quickly and efficiently. The insurance company will then send you a copy of the details taken, for you to check and possibly sign. Please note that even if you do not intend to claim you must report the claim for information purposes only. Please refer to our claims page for help and advise on making claims.

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What is an excess or deductible?
Excess is the first amount of any claim that you are required to pay. For example if your policy carries a £100 excess you will need to pay this amount and your insurance company will pay anything above. If the accident is non fault you may be able to claim this back from the negligent third party.

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When do I have to pay my policy excess?
If you hold a comprehensive policy and are involved in an accident or your vehicle is stolen and recovered you are required at all times to pay your policy excess to the repairing garage. If your vehicle is beyond economical repair the amount will be deducted from the settlement cheque. If the accident is not your fault this amount can be claimed back from the responsible party. If you hold a Third Party Fire and Theft (TPFT) policy and your vehicle is stolen and recovered or damaged by fire BUT repairable then you are required to pay the excess when collecting the vehicle from the repairer. If the vehicle is written off then the insurers will deduct the excess from the settlement amount agreed before paying you. Your excess only applies when you claim under the fire or theft aspect of your policy. Certain policies hold an “All sections excess” which means that you are required to pay your excess regardless of the type of claim.

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Am I covered when I drive abroad?
Your policy will provide the cover required for Great Britain, Northern Ireland, the Isle of Man and the Channel Islands, and during sea journeys between these places.
It also provides the MINIMUM cover you need by law to use your vehicle in:
•    any country which is a member of the European Union; and
•    any other country for which the Commission of the European Community is satisfied that arrangements have been made to meet the requirements of EC Directives on insurance.
(Please note this is only Road Traffic Act cover and so minimal)

Many of our policies automatically a Pan European motor insurance certificate (Green Card). This will provide the same level of cover provided by your policy to named countries in Europe.
This extension to your level of cover doesn't include Legal Protection and Breakdown assistance cover. You can choose to purchase breakdown and recovery service whilst abroad. Follow this link for immediate details of our breakdown service. (link to breakdown)

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Do I need a green card?
These days most of our schemes automatically include green card cover at no additional cost. However, be sure to mention when you get your quotation whether you require foreign use to be included. If we are aware you require the cover we can ensure we select from the appropriate schemes. If you do not mention this requirement then your policy may not give the cover and should you then choose to travel abroad with your car the policy will need to be cancelled and a more suitable contract arranged.

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How do I get my Certificate of Motor Insurance?
Your Certificate of Motor Insurance is produced once payment and proposal are received along with any other matters such as proof of No Claims Bonus that are requested.

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What can I use my vehicle for?
Your cover will allow use of your vehicle for social, domestic and pleasure purposes. It may allow, commuting to and from a permanent place of work, allows personal business use for you and your spouse or even full business use or commercial travelling. It all depends on the level of cover you request at quotation stage. Even if you have reduced cover it may be possible to extend the cover at a later stage subject to full details from you.

You are not covered to use your car for commercial travelling, any purpose in connection with the motor trade, carriage of goods or passengers for hire or reward, racing, pacemaking, speed testing, rallies, trials or competitions unless these requirements for cover have been requested and included on your certificate of insurance.

If you want to extend your current cover call us now on 020 8648 8868

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How can I pay for my 1 Stop Insurance policy?
We offer our customers a choice of easy payment methods. You can choose to pay your premium in a lump sum by BACS transfer, debit card or credit card, cash or cheque. Or, if you prefer, for a small additional charge, the cost of your car policy can be spread over the first 3 months by cash, cheque or credit card or over 9 months by paying instalments by direct debit.

The terms and conditions that apply if you want to pay by instalments are set out in our written confirmation of your quotation.

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How do I know if my cover has been accepted?
We will confirm once cover is in force in writing and provide a cover note until the full policy is available.

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What should I do if my circumstances change during the period of insurance?
You must tell us as soon as possible if any of the following occur:
•    you make modifications to your vehicle which improves its value, performance or attractiveness to thieves
•    you change your vehicle
•    you want to use your vehicle for a purpose not included in your schedule or certificate
•    you become aware of any medical condition of any driver named on the policy which may affect their ability to drive
•    you or any other driver named on the policy are convicted of a motoring offence or obtain points on your licence or are banned.
•    you change the address where you normally keep your car overnight
•    you or any other driver named on the policy change your occupation
•    you change your annual mileage.
We may then re-assess your cover and premium. If you don't tell us about any relevant changes, your insurers may reject or reduce any claim or treat you as being uninsured. Insurers may charge you a premium for any changes you make to your policy details during the period of cover.

Please call us on 020 8648 8868 to make any changes to your policy.

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How can I renew my policy?
Approximately 4 weeks before your policy expires, we'll send you a renewal invitation by post, which will show details of how to renew and your new premium. By taking out a policy you agree to allow a change of your insurer at renewal. If you pay your premium by direct debit, your existing policy may be automatically renewed, or your cover may continue to be provided through another insurer. You'll be notified of this before your policy expires and you'll be given details of the renewal terms including any changes in your policy cover. If you don't wish to renew your policy, you should tell us before your renewal date. If you don't tell us, and your policy is renewed, we'll continue to make deductions from your bank account for the new premium.

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Can I renew my policy if I haven't yet received my renewal invitation?
About 4 weeks before your policy is due for renewal, we'll provide you with the details of the terms on which your policy may be renewed. However, you can renew your policy up to 6 weeks before the renewal date. To do this please call us (office hours : Monday to Friday 9am - 5pm except 1-2pm when we close for lunch) and if rates are available we can advise you of the true cost. If too far in advance then we will agree with you a maximum acceptable premium range and take credit or debit card details to be processed once the correct premium is known.

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Can I renew my policy on this website?
No at present this facility is not available.

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What should I do if I don't want you to send me any marketing material?
We give you an option to tell us if you don't want to receive any marketing material. If you don't take up this option and change your mind at any future date, you can also email us at This e-mail address is being protected from spam bots, you need JavaScript enabled to view it or write to the administration office. However, we urge you to consider this decision carefully since we would like to make you fully aware of special offers and ways in which we can save even more on insurance premiums for you.

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How do I cancel my policy?
If you're not satisfied with the cover provided by your policy, you have 14 days to cancel. If you are a new customer, this will be 14 days from the date you receive full policy details. If you are an existing customer, you'll have 14 days from the renewal date of your policy. If you decide to cancel, you must return your Certificate of Motor Insurance to us. As long as no incidents have arisen which could result in a claim under your policy, we'll refund the premium you've paid less a charge for the period of cover. If any incidents have arisen the insurers won't refund any premium and, if you are paying by instalments, you must still pay the balance of the full annual premium.

If you don't exercise your right to cancel during the 14 day period, your policy will continue as normal. If you decide to cancel after this 14 day period, you must return your Certificate of Motor Insurance to us. As long as no incidents have arisen which could result in a claim under your policy, insurers will refund as detailed in their policy documents and less an administration fee detailed in our terms of business letter. We'll cancel your policy from the date we receive your Certificate of Motor Insurance.

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How do I cancel my policy if I’ve lost my certificate?
If you have lost your Certificate of Motor Insurance, we'll ask you to complete a Lost Certificate Declaration and your cancellation will not take effect until the date we receive the Lost Certificate Declaration. If a claim has been made, we'll cancel your cover but the insurers will not refund any premium.

We also have a right to cancel your policy at any time by giving you seven days' notice in writing should matters still be awaited from you such as premium, proposal, proof of Bonus or other items required in your quotation. We'll send our letter to the latest address we have for you by recorded delivery. If we do cancel your policy, we'll refund the part of your premium you haven't yet used.
If you or we cancel your motor insurance at any time, we'll automatically cancel any motoring legal protection cover purchased with it.

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How do I complain?
We're committed to providing you with a first class service but we recognise that there may come a time when you feel we haven't delivered and you want to make a complaint. We'll always try to resolve any complaint speedily and at the earliest possible stage. The person dealing with your complaint will be authorised to settle it on your behalf.

In the first instance, please call the administrators and outline your complaint. We'll try to resolve your complaint as soon as we receive it but if this isn't possible, we'll make sure that we send you an acknowledgement of your complaint no later than seven working days after receiving it. This will tell you the name of the person handling your complaint and will have details setting out our Complaints Procedure.

We'll write to you to confirm what we have done to resolve your complaint. If we haven't resolved it within 8 weeks and we'll explain why and tell you when we expect to be able to provide you with a decision.

If after 8 weeks we still haven't provided you with a decision or if your complaint is still not resolved to your satisfaction, you have the right to refer your complaint to the Financial Ombudsman Service. Their address is:
Financial Ombudsman Service
South Quay Plaza 2
183 Marsh Wall
London
E14 9SR
Telephone: 0845 080 1800
www.financial-ombudsman.org.uk
The Financial Ombudsman Service will handle most complaints you might have, but there are some instances that fall outside their authority. The Ombudsman's decision is binding upon us, but you are free to reject it without affecting your legal rights.

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