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| How do I make a claim?
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| You can ring our 24-hour claims helpline on the telephone number in your document pack. Alternatively please contact your branch who will be pleased to offer assistance. |
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| What if I change my mind about this policy?
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| You can cancel the policy at any time by telling us in writing and sending back your certificate of insurance and the schedule. If you have not made a claim in the current period of insurance we will work out the charge for the time you have been covered by your insurance. We will then refund the part of the premium you have not used, subject to an administration fee of £35.00 and any charge made by the insurer.
If you cancel within 14 days of purchasing the policy, known as the "withdrawal period", and before the commencement of the policy, we will refund the full premium. If cover has already commenced we will return any premium paid less a pro-rata charge for the number of days for which cover has been given, subject to an administration fee of £10.00 and any charge made by the insurer.
We may not refund your premium if you have made a claim, or if one has been made against you during the period of insurance. If you are paying by instalments and have made a claim you may have to pay the full annual premium.
There will be no refund if a total loss claim has been made.
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| Will I still get a certificate of insurance if I buy online?
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| Yes. We will send your certificate to you within 7 days of confirming your payment. Cover will commence on the start date entered in the quotation. |
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| Can I cover
my vehicle
for short periods of time? |
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| Most policies will only cover for a 12-month period, however shorter periods may be available such as 3 or 6 months , please call us on 0800 234 6397 and we will endeavor to provide you with a quotation. |
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| Can I drive abroad?
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| Yes although there is a limit to the period of driving abroad that varies by policy. This and other key facts will be confirmed once you have a completed quotation. If you are travelling to any other country you must tell us about this and you may be asked to pay an additional premium. |
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Car Insurance |
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| I want to use my car in relation to my business. Can you insure me? |
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| Yes but the level of cover and cost will depend on the type of use and your occupation. We can quote for most types of business use on-line. However, if you are unclear and want to know more, please call us on 0800 234 6397 |
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| How long after not having insurance is my No Claims Discount valid?
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| No claims bonus is generally valid for 2 years after the expiry or cancellation of your last policy. Should your last policy have expired more than 2 years ago we may still be able to grant you a discount please call us on 0800 234 6397. |
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| Will I be covered to drive other cars? |
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| We will normally allow you to drive other cars with the owner's permission. This cover is limited to Third Party only. You should make the owner of the car aware of this fact before driving. There are some age and occupation restrictions. However, once you have received a quotation on or off line, we can confirm whether your individual policy will include this extension. |
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| Do you insure all types of car?
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| As a broker, we aim to provide a quotation for all cars and circumstances. If you are unsuccessful in getting a quote on-line, please call us on 0800 234 6397 and we will endeavor to provide you with a quotation. |
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Home Insurance |
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| What does Buildings Insurance cover?
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This is the cover you need to protect the physical structure of your home, and permanent fixtures such as kitchen units and bathroom suites, against fire, lightning, explosions, earthquakes, smoke, riots, theft, subsidence, storms and floods..
Some policies also include a number of extras, so if your home is damaged by something covered by your policy, you are paid for things like alternative accommodation for you and your family while your home is repaired.
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| What does Contents Insurance cover?
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Generally, moveable furniture and fittings - like sofas, curtains, beds, rugs and also aerials and satellite dishes.
They are all covered for loss or damage from fire, lightning, explosions, earthquakes, smoke, riots, theft, subsidence, storms and floods.
Plus some of our policies cover some extras - accidental damage to home entertainment goods like your television and computer, cover for freezer contents, replacement locks if your keys are lost or stolen, cover for contents in your garden, and extra cover for wedding gifts if you or someone in your family get married. Some of our policies even give you extra cover over the festive season.
It's all covered on a new-for-old basis except your clothes and linen, like towels and bedding.
Limits and restrictions apply, please refer to the policy document for full details.
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| What is Personal Possessions cover?
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| If you add this to your contents cover, it gives you extra protection for your portable possessions when they are outside of your home- things like jewellery, glasses, cameras and mobile phones - in Britain and abroad for the limit shown in your policy documents.
If you have a new camera it's covered by your contents policy while it's in the house. But take it out for the day to take pictures of your family at a wedding and you'll need Personal Possessions cover.
Please note, pedal cycles aren't covered under this option, cover for pedal cycles is available separately.
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| What is Accidental Damage cover?
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If you put your foot through the ceiling while you're up in the loft, the Accidental Damage part of your buildings policy would cover this. And if you accidentally dropped a tin of paint onto your sofa while decorating, the Accidental Damage part of your contents policy would ensure this was resolved.
You can add this to your buildings cover, your contents cover or both. An additional premium would apply. |
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| What is Family Legal Protection?
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| If you need legal advice you'll have 24 hour access to our team of experts so you can talk through any private legal issues with them in confidence and if you have a case for claiming something like faulty goods or employment disputes, the policy will pay up to £50,000 of your legal costs. |
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| What is Home Emergency cover?
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| If you need emergency property assistance you'll have 24 hour access to our team who can appoint a qualified tradesman 365 days a year. The policy will provide emergency cover in situations such as your primary heating system failing, failure of the electricity supply or infestation of pests. The policy will help with emergency fees up to £300 per event. |
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| Can I switch from my mortgage lender?
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| Yes you can. If you are already insured with another company, you'll find it easy to switch to us. And if your current mortgage lender charges you for switching your buildings insurance, you can claim up to £25 back from us. |
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Motorbike Insurance |
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| Can I carry pillion passengers?
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| This is depending on your insurer. Check your policy documents, or call our Customer Service Team on 0800 234 6397. |
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| Is a No Claims Discount valid if it is from a car?
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| No claims bonus is not transferable from a car and vice versa. However we will endeavour to offer you a discount based on your car experience.. |
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| How long after not having insurance is my No Claims Discount valid?
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| No claims bonus is generally valid for 2 years after the expiry or cancellation of your last policy. Should your last policy have expired more than 2 years ago we may still be able to grant you a discount please call us on 0800 234 6397. |
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| Can I insure my bike just Fire and Theft Only (Laid Up)?
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| This depends on which Insurer we place you with. These days Insurers are calculating the premiums assuming that you won't ride your bike for 12 months of the year. Also you may lose your No Claims Bonus. We recommend that you continue your Annual policy, however if you are storing your bike and not riding it, then call our team who will look to find a suitable policy. |
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| What counts as a garage? I have a shed will this do?
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| Generally a garage is classed as a locked brick built building with a roof. Sheds can be accepted on occasions by contacting our Sales Team. |
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| I need cover for my bike whilst taking my CBT (Certificate of Basic Training)/Motorcycle test, can you arrange this? |
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| This can normally be arranged when incepting an annual insurance policy, however please call us on 0800 234 6397 where we will endeavour to provide you with a quotation. |
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Travel Insurance |
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| What is the difference between Single Trip & Multi Trip policies |
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| A single trip policy is designed for one trip, one holiday. A multi trip option is an annual policy (running for 12 months) that can cover you for any number of holidays. Annual policies are sometimes restricted by the region and length for each trip. The cover benefits on both policies are the exactly the same. |
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| I have a medical condition, will this affect my policy |
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| Any medical condition can affect the terms and cover of your travel policy. Your insurance policy will not cover you if you are travelling against medical advice. If you have any medical condition please contact us on 0800 023 2586 for a quotation. |
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| I am currently having investigative treatment at the hospital but I have not had a diagnosis, can I still get travel insurance? |
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| Depending on the potential diagnosis of your illness we can still get insurance for your trip but you may incur further terms and conditions. Please contact us on 0800 023 2586 for us to confirm your cover. |
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| I want a travel policy for a one-way trip, I am not interested in cover for personal belongings. |
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| This can be provided for you, a few insurers will allow a discount from the normal single trip rate for excluding certain benefits. Please contact us on 0800 023 2586 to discuss possible further discounts available. |
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| My family are going abroad and we are taking one of our children’s best friends, can we still get a family policy? |
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| Family would exclude friends - Your child’s best friend would have to have their own travel policy. |
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| I am travelling abroad for an extreme sports adventure; do I need to notify my insurers of the type of holiday I will be attending? |
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| Any activity that you may participate on holiday that can be classed as ‘dangerous’ does need to be notified to your insurers as cover may be affected. If you are participating in normal winter sports such as Skiing this option can be added to your insurance quotation. If you are unsure, please contact us on 0800 023 2586. |
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| What is the maximum age limit for your travel insurance |
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| Our policies will cover any insured up to the age of 65 years. |
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| I have already incepted a policy; however the country I am travelling to has been on the news. Will my policy still cover me if I travel? |
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| If you have been advised by the foreign office or your travel agent not to travel to this country for whatever reason, your insurers will not cover you if you go against this advice. Please contact us on 0800 023 2586 to discuss your options. |
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Commercial Vehicle |
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| Will a commercial vehicle policy cover my tools in the back of my vehicle? |
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| A Commercial vehicle policy will cover the vehicle only. If you require cover for your tools you will need to obtain a separate ‘tools insurance’ policy. Please contact us on 0800 234 6397 and we will arrange for your nearest Commercial Centre to call you to discuss. |
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| I have bought a van, I am using it purely for Social use, and I have no ‘trade’ occupation. Do I still need to insure this as a commercial vehicle? |
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| If you are using this vehicle for social you may obtain insurance through our private car quotation field. |
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| Will my policy allow me to drive the vehicle abroad in connection with my occupation or trade? |
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| We are able to obtain cover for use abroad, however each company have different restrictions and terms. Please contact 0800 234 6397 to discuss you individual requirements. |
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General questions |
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| How can I pay for my policy? |
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| You can pay using your credit, debit or switch card, or alternatively on insta | |
