Our Most Frequently Asked Questions
Our operating hours have remained the same throughout the pandemic click here for more details. However, how we operate has changed in order to adapt to Government guidelines. With fewer staff in the office you may experience longer than normal hold times. If you are an existing customer then you can take advantage of our our online customer portal, where you can manage your policy yourself.
Although we recommend using our online customer portal, we appreciate that not everybody wishes to manage their policy this way. Therefore, we do still have advisors on hand ready to take your call. However, you may experience longer hold times due to health and safety measurements we have in place.
If you are using your vehicle for unpaid voluntary work i.e. helping the NHS, transporting medicines or groceries to help vulnerable people or people affected by COVID-19, then you do not need to extend your cover and there is no need to tell us. Thank you for helping at this crucial time.
Should you have any concerns as to the exact nature of the work you will be carrying out, please do not hesitate to contact us.
If you are travelling between your home and place of work, your policy will be automatically extended to include this commuting use without the need to inform us.
If you are an existing customer, it is not necessary to notify us during the period of official ‘lockdown’. However, once the Government advise that the country is no longer in ‘lockdown’ you will need to call us to discuss your options.
If you are struggling financially or have concerns about making your next payment due to coronavirus, please call us to discuss your options on 01708 336 519. By working together, we hope to make the repayment of your premium that bit easier.
It is a legal requirement for your vehicle to be insured, even if you are not driving it, unless it is declared as ‘off the road’ with the DVLA. However, you may wish to adjust your mileage allowance or discuss further possibilities? Please call us to discuss your options on 01708 336 519.
You can find more information about declaring your vehicle ‘off the road’ here: https://www.gov.uk/sorn-statutory-off-road-notification.
As of 1st August 2020, all drivers are required to book an MOT as usual. This is a legal requirement and the absence of a valid MOT may affect your cover in the event of a claim.
Further information can be found on the link below:
https://www.gov.uk/getting-an-mot
Validation is the checking process we undertake on every insurance policy. This is to ensure that all of the information provided by the customer is correct and the right level of cover is in place. Sometimes these checks may show some discrepancies which may result in a change in price or the policy terms.
This check is designed to protect the customer in the event of a claim, and also helps to ensure the premium you pay is not affected by the fraudulent activity of others.
To validate your policy, we will ask you to send us a few documents via email or you can upload these yourself to our online customer portal. Your insurance company may also require us to verbally validate your information via the telephone.
The documents required will include, but are not limited to:
• Proof of address
• Proof of no claims bonus
• Photo of driving licence
Yes, to be insured through us we are committed to making sure all our customers policy details are 100% correct. This allows us to provide the best level of service to our customers in the event of a claim, and also combat insurance fraud that drives premiums up.
There are two ways you can change your policy details:
• You can either ring us at 01708 336 516
• You can login into our online customer portal and make the amendments via the website.
Depending on what changes you are making to the policy may affect whether your premium goes up or down. Changes to your policy will be subject to a service charge as shown within our TOBA.