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FAQ's

Non Disclosure

You have a duty to take reasonable care to provide complete, accurate and honest answers to the questions we ask you in providing you with quotations or insurance cover.You should carefully check the information in any documents we send you to ensure accuracy. If any of the information is incorrect, please contact us immediately.

If any of the information provided by you changes after you purchase or renew your policy and during the period of your policy, please provide us with details. For example, any changes in occupation, modifications to vehicles, change of address, or convictions. These are just some examples and there may be other circumstances we would want you to tell us about. If you are in any doubt please contact us.

If any of the information provided by you is not complete and accurate your insurer may; cancel your policy and treat it as if it never existed, refuse to pay a future claim, not pay a future claim in full, revise the premium and/or change the compulsory excess or the extent of the cover may be affected.

For motor policies, it is an offence under the Road Traffic Acts to provide incomplete or inaccurate information to the questions asked in your application for the purpose of obtaining a certificate of motor insurance.

Insurers recommend you keep a record (including copies of letters) of all information provided to them or us for your future reference.

Accuracy

The onus of accuracy is upon clients to ensure that information supplied to us is accurate, and we cannot accept responsibility in the event that such information is inaccurate. Clients should, wherever possible, give instructions to us in person, as they will be responsible for the consequences of instructions given on their behalf and clients must check that the information which has been given to us is accurate and read any Proposal Forms or Statement of Facts before signing them. We do not accept any responsibility for any errors or omissions on the Proposal Form or Statement of Facts, whether or not a member of staff has completed or assisted in completing the form, or whether such documents have been signed (or not signed) by clients.

Insurer Credit Checking

As an anti-fraud measure, and to help rate premiums more effectively, many insurers perform additional checks when quoting. These include comparing the stated postcode against the electoral roll, comparing the vehicle registration number against DVLA records, and performing a credit check.

This will appear specifically as an insurance check and will not affect your credit score. We will assume that you agree to these checks unless you specifically tell us that you wish to opt out.

Accidents & Claims

Motor (inc Commercial Vehicle/Van, Motorcycle, Motor Trade & Motor Fleet)

In the event of a motor accident, do not admit liability and get as much information from the Third Parties as possible. At a minimum obtain:

Name
Address
Telephone Number
Registration Number
Make, Model & Colour of Third Party vehicle
Location of accident
Time, date and weather conditions
Any lights showing on Third Party vehicle

If the Third Party has passengers, try and obtain their names and addresses as well.

Wherever possible, take as many photographs as possible, not just of the damage, but of the Third Party and passengers as well.

If you vehicle is immobilised and you are Comprehensively insured, contact your insurer as soon as possible to arrange recovery. Visit our Claims Helpline page for a list of contact numbers.

What to do next

If you haven’t done so already, it is important that you notify your insurers as soon as possible. If you don’t have your insurers claim telephone number, either refer to your policy documents, call us on 01442-256783, or visit our Claims Helpline page for a list of contact numbers.

If the accident is non-fault and you require a Hire Car or have injuries, please contact your legal expenses insurer MAPS Legal on 0800 068 1040. The legal insurers will assist in the recovery of your excess, provision of a hire car if your insurers cannot, any personal injury for yourself or your passengers, and any other uninsured losses that are incurred.

Although we are not directly authorised to handle your claim, we will of course assist and advise where necessary. Please feel free to call the office if you have any queries relating to your claim.

Am I entitled to a courtesy vehicle?

Most Comprehensive policies entitle you to a courtesy vehicle whilst your vehicle is undergoing repair. This is generally subject to using the insurers approved repairer, and assuming that your vehicle is repairable.

If your vehicle is a write off, or stolen and not recovered you will not be entitled to a courtesy vehicle as it is the repairers who provide this, not the insurers. If there are no repairs, there is no courtesy vehicle.

However, if you have purchased optional Legal Expenses insurance, in the event of a non fault accident, the Legal Company can usually provide a free hire car to you, event if you vehicle is written off. This applies to Third Party, Fire & Theft policies also.

If you feel that you cannot live without a vehicle following an accident (ie if you use your vehicle for business), then you can purchase a Replacement Vehicle policy which guarantees you a hire car for 14 days following an accident. For further details please Click Here.

Legal Expenses

If you have purchased a Legal Expenses policy, this will help you in the event of the accident with:

  • Recovery of personal injury damages for you and your passengers
  • Provision of a free Hire Vehicle
  • Recovery of additional travel expenses (taxi, train, bus, etc)
  • Recovery of your Excess
  • Any additional out of pocket expenses incurred as a result of the claim

The legal policy also provides £50,000 of legal costs, so in the event of the claim going to court you are fully protected against all legal costs.

Home

In the event of a claim it is advisable to contact your insurers as quickly as possible. Most insurers operate an out of hour’s service so you can speak to someone at any time of the day or night. If you don’t have your insurers claim telephone number, either refer to your policy documents, call us on 01442-256783, or visit our Claims Helpline page for a list of contact numbers.

Try and take photographs of the damage, and keep receipts for any emergency work that needs to be done (ie Locksmith or Glazier bill in the event of emergency repair following a burglary).

Try to keep a log of everything that happens, including the time and date of any telephone calls, as well as the name of the person you spoke to and the company they are from.

Travel

Depending on the type of claim, there are usually two options for dealing with travel claims.

In the event of serious accident or illness, the insurers should be contacted via their emergency helpline number. Please refer to your travel policy documentation for full details. They will liaise with the local medical care providers to arrange payment, or repatriation as necessary.

For smaller claims (e.g. visit to doctors and prescription for medicine) it is advisable to pay for treatment yourself and keep all receipts for any medical care or medicine. When you return to the UK, contact the insurers claims department who will deal with the claim for you.

Excess

Most insurance policies carry an excess, which is the amount of the claim that you are responsible for. Excesses vary from policy to policy, so please refer to your policy documents for full details of the excess that is applicable to your policy.

Motor

Claims & Convictions

All claims and convictions within the past 5 years should be disclosed in respect of all drivers. This includes any claims on another vehicle or policy. For the avoidance of doubt, any incident that could have given rise to a claim, or any incident reported to an insurer (whether a claim was pursued or not) should be disclosed.

For convictions, please note that although these may be removed from your licence after 4 years, they are not considered spent under the Rehabilitation of Offenders Act 1974 until 5 years after the conviction date (11 years in respect of alcohol related convictions).

Driving Other Cars extension

Your policy may entitle you to drive someone else’s car under your own policy. If this cover applies, the following wording (or similar) will be noted on the certificate:

“The policyholder may personally drive any other motor car that is not owned by him/her and not hired to him/her under a hire purchase agreement”.

It should be noted that cover under the other car being driven is limited to Third Party Only, so no cover to the vehicle being driven applies. Also, the other vehicle should have it’s own insurance policy in force.

This extension typically only applies to Private Car policies, and usually only allows the policyholder only to drive another Private Car.

Cover

Typically insurers offer three types of cover, Comprehensive, Third Party Fire & Theft and Third Party only. These provide the following cover:

Comprehensive – Accidental Damage to the insured vehicle (including glass), damage to Third Parties, Fire & Theft cover.

Third Party Fire and Theft – Cover provided for damage caused to third parties, and for fire and theft. No damage to the insured vehicle is covered (including glass).

Third Party only – Damage caused to Third Parties is covered, but no other cover is provided.

Use

A number of different uses are offered, depending on what you use your vehicle for. These are:

Social, Domestic & Pleasure (SDP) – the basic use that provides cover for shopping, socialising, taking kids to school, hobbies and activities, etc.

Social, Domestic and Pleasure and Commuting – As with SDP, this also provides cover for commuting to one permanent place of work or business.

Class 1 Business use – As with SDP & commuting, this also provides cover by the policyholder in connection with their trade or business, (eg travelling between different places of work, going to meetings, etc).

Class 2 Business use – As with Class 1, but usually also includes cover for a named driver(s) in respect of the policyholders business.

Class 3 Business use (Commercial Travelling) – As with Class 1, but designed for higher mileage and the carrying of samples (ie a travelling salesman or rep).

Private Hire/Hire & Reward/Courier use – A specialist policy for people who are paid to drive (eg Mini Cab drivers, delivery drivers, parcel delivery/couriers).

Public Hire – A use specifically designed for Black Taxis and the like (taxis that can be hailed from the roadside, as opposed to mini cabs that must be booked in advance).

Driving Tuition – A use specifically designed for driving instructors.

Please note that the classes of use may differ between insurers, please discuss with us your specific needs and we will advise you on which use you require.

No Claims Bonus (NCB)

If you are claiming a No Claims Bonus (also known as No Claims Discount), you will be required to provide a valid proof of this within 30 days of inception of the policy. The proof will be issued by your former insurers, and may take the form of either a renewal notice, or a specific NCB document.

It should be noted that although most insurers will accept a transfer of NCB from a Private Car policy to a Commercial Vehicle/Van policy, most will not accept a transfer back from a Commercial Vehicle/Van policy to a Private Car policy. Similarly it is not usually possible to transfer NCB from a Fleet, Motor Trade or Motorcycle policy to Private Car.

It should also be noted that most insurers will not accept NCB from a policy that has expired over 2 years ago, and also that typically NCB cannot be transferred from one person to another (although there are some circumstances where this is permissible).

Excess

Most insurance polices carry an excess, which is the amount that the policyholder pays towards a claim. Excess can vary depending on the different sections of the policy (ie an Accidental Damage excess may differ from a Fire or Theft excess) and also depending on other factors such as age or experience.

Most policies also offer the facility to apply a Voluntary Excess. This allows the policyholder to volunteer to pay a higher excess in reward for a premium discount. It should be noted that the Compulsory Excess (the amount that comes with the policy as standard) and the Voluntary Excess are combined to form the Total Excess, which is the amount the policyholder pays in the event of a claim.

Home

Claims & Convictions

All claims within the past 5 years should be disclosed in respect of all proopsers. This includes any claims on another property or policy. For the avoidance of doubt, any incident that could have given rise to a claim, or any incident reported to an insurer (whether a claim was pursued or not) should be disclosed.

For convictions, please note that all non motoring convictions should be disclosed, even if considered spent under the Rehabilitation of Offenders Act 1974.

Cover

Typically, Home Insurance is broken down into three main areas of cover. These are:

Buildings – The basic structure of the property (walls, floors, roof, etc). Generally this would include fixed sanitary equipment such as baths, sinks and toilets.

Contents – You possessions contained within the home, including furnishings, clothing, kitchen equipment and cutlery, electronic items, etc.

Personal Possessions/All Risks – Items taken away from the home. Usually this would be high risk items such as jewellery, watches or electronic items, but may also include sports equipment and pedal cycles.

There are other areas that are/can be included under a home policy, including cash, credit cards, frozen food or legal cover.

The basic cover provided under each section includes Storm Damage, Fire, Theft, Escape of Water, Subsidence and many other perils. If required, cover can usually be extended to include Accidental Damage which provides cover for any damage caused accidentally by the policyholder or member of their family.

It should be noted that wear and tear, or damage caused by poor maintenance will not be covered.

Business Use

Home workers, or those running a business from home require a specialist policy. This may include cover for business equipment, and liability for visitors to the home for business purposes. Failure to disclose that you work from home could invalidate your policy.

Excess

Most insurance polices carry an excess, which is the amount that the policyholder pays towards a claim. Excess can vary depending on the different sections of the policy (ie a the standard excess may increase for Escape of Water or Subsidence).

Most policies also offer the facility to apply a Voluntary Excess. This allows the policyholder to volunteer to pay a higher excess in reward for a premium discount. It should be noted that the Compulsory Excess (the amount that comes with the policy as standard) and the Voluntary Excess are combined to form the Total Excess, which is the amount the policyholder pays in the eventof a claim.

Instalment Facilities

In most cases we are able to offer instalment facilities by direct debit for the majority of policies. To do this we have access to Premium Finance Providers, and many insurers also offer their own facilities. We will advise you of the various options so that you can make an informed decision on which facility is right for you.

New direct debit agreements will generally require a deposit payment, and the remaining balance will be subject to a charge (interest) by the credit provider. As the amount of deposit and interest can vary between providers, details of these will be provided to you when the facility is offered.

Please note, we reserve the right to decline the offer of credit facilities to people with poor credit history or who have previously had multiple defaults on a direct debit arrangement.