Frequently Asked Questions

Can I get immediate cover?

Yes - Call recording means we are now able to trade by means of Statement of Fact on all Personal Lines insurance products. The process eliminates the need for proposal forms and other paperwork so we can arrange speedier, same-day cover for clients who, in turn, have the added convenience of being able to make payment by credit or debit card instead of by cheque.

Can I drive other cars when I am abroad?

Where provided the driving other car extension applies only in the United Kingdom.

Does my policy cover me to drive my vehicle abroad?

All personal motor policies automatically include full policy cover for you to drive in the European Union, Norway and Switzerland (including Liechtenstein) for trips of up to 35 days in length. There is no limit to the number of trips in any one period of insurance.

If European cover is included it will say so on the back of your certificate.

We can also arrange to extend your policy (subject to an additional premium) to cover you:

  • If your trip is for more than 35 days; or
  • You have a commercial policy; or
  • You want to visit other agreed countries.


If you do not extend your policy you will only have the minimum cover required under the Road Traffic Acts of the country you are visiting, if it is an approved country. This gives no cover for your vehicle and may not be sufficient to meet all claims made against you.

What do I do if I have lost my documents?

Insurance Certificate or Policy
Contact us for duplicates. We may make a charge of £25.00 for this service.

Vehicle Registration Document/V5/Logbook
The DVLA will issue you with a duplicate. This can take between 2 and 6 weeks.You can obtain the form you need from the Post Office or by visiting www.dvla.gov.uk

MOT Certificate
You can get a copy from the MOT test centre that issued the original for a small fee. If you cannot produce this document, or a copy, it may affect the vehicle value for claim settlement.

Driving Licence
You can get a copy from the DVLA. Their telephone number is 0870 240 0009.

How old does a vehicle have to be to qualify for classic insurance?

Normally 15 years, however this reduces for certain specialist marques.

What does 'agreed value' mean?

This is the figure negotiated at the start of the insurance that your insurers will pay following theft or total loss of your vehicle.

It is only available for vehicles qualifying for classic insurance.

What does 'market value' mean?

Market value is the amount you would reasonably expect to receive if you sell your vehicle.

What should I do and not do if I have an accident?

You must...

  • Obtain the name and address of any persons involved in the accident and any witnesses. This should include details of any passengers in any other vehicle involved.
  • Report any claim, accident, theft or loss as soon as possible by contacting the telephone helplines shown in your insurance documents. The sooner we know about an incident the sooner we can start helping you.
  • Send any writ, summons or letters received in connection with any claim, accident or loss to us as soon as you receive them.
  • Tell us at once if you receive any notice of prosecution, inquest or fatal accident inquiry connected to the incident.
  • Report any theft, or your vehicle being taken without your consent immediately to the police and obtain a crime reference number

You must never....

  • Admit that the accident was your fault
  • Attempt to negotiate the settlement of a claim from another person.

We Will......

  • Defend or settle any claim made against you on your behalf

How do I make a claim?

If you or your vehicle are involved in an incident (such as an accident, theft or fire) covered by your policy please contact us immediately or call the telephone help line number shown in your documents.

What is an excess?

The first amount of a claim that your insurers will not pay.

This can consist of up to three amounts:

  • A voluntary excess for which you receive a premium reduction;
  • A compulsory excess that the insurer imposes; and
  • A young or inexperienced driver excess.

An excess is usually deducted from the payment for repairs to, or loss of, your vehicle. Regardless of blame you are responsible for the excess.

If an accident is not your fault and there is an identified responsible person, you can usually recover your excess and other uninsured losses from that person.

Legal protection insurance that covers the cost of recovering your excess and other uninsured losses from the responsible person, or their insurers, is available with every policy.

What is a total loss?

A vehicle is considered to be a total loss following an incident (accident, fire or theft damage) if:

  • It is impossible to repair;
  • It isn't safe to repair;
  • It is beyond economical repair. That is, if the cost of repair exceeds the pre-accident value of your vehicle.
  • If the vehicle is a total loss and you are purchasing it on finance, we will settle the finance first and pay the balance to you.

What do I do if I disagree with the total loss valuation of my vehicle?

If you are unhappy with an offer for the total loss of your vehicle you need to send us evidence that your vehicle was worth more.

This can include:

  • An independent engineers report; or
  • Evidence of the car's condition with a full or part service history; or
  • Advertisements for similar vehicles.

 

Is my claim fault or non-fault?


The terms 'fault' and 'non-fault' can be confusing.

A non-fault claim is one where the insurers are able to recover all their costs from someone else.

A fault claim is one where the insurers are not able to recover all their costs. This may be because you are partially or totally responsible for the collision or the other person is not traceable e.g. a hit and run accident when your vehicle is parked.

Fire and theft claims are also counted as 'fault' for the purposes of no claims bonus.

What is protected no claims bonus?

This benefit applies to modern car policies only and allows you to make one claim in an insurance year without losing your no claims bonus.

It can be included for an additional premium and is only availalbe if you have already earned maximum no claims bonus.

It is not available for:

  • Certain types of business use; or
  • Policies in the name of a company.

What do I do if my vehicle breaks down?

If you are covered for breakdown recovery you will be issued with a 24hr helpline number with your insurance documents which you can call at any time for emergency assistance. Please ensure you have your vehicle details to hand when calling.

What do I do if I have a broken windscreen?

If you have windscreen cover you will be issued with a helpline number with your insurance documents which you can call for assistance. An excess will apply for replacement windscreens. Please ensure you call the number provided as cover may be affected if you do not use the approved repairer.

Do you insure vehicles for use off road?

We cover vehicles whilst being used for 'Green Laning' as this is on land to which the public have access and falls under the Road Traffic Act.

We do not cover vehicles for 'off roading' as this is on private land and does not fall under the Road Traffic Act.

Do you insure quad bikes?

We are unable to offer cover for this type of vehicle.