Service and cover

Service and cover

1. Can I change or view my policy online?
No. Our Customer Service pages are temporarily unavailable whilst we upgrade our online services. We apologise for any inconvenience this may cause and aim to have them available later this year.

2. Can I have an annual green card and is it free?
Yes, you can have an annual green card that is free of charge. However, this only gives you the minimum cover in the country you are driving in (I.e. the equivalent or less than the UK’s Third Party Only insurance), but you can extend your policy to allow the same cover you enjoy in the UK (I.e Comprehensive or Third Party Fire and Theft) by paying an additional charge. This is called a Foreign Use Extension.
To counter weekend or short trips, we do allow trips for 3 days or less free of charge. We allow a maximum of 90 days’ Foreign Use per policy year.

Please call us to arrange your cover.

3. Does my policy cover me to drive other cars?
It may well do. Each policy differs depending on customer requirements. We do not automatically insure you to drive other cars so you should check your Certificate of Motor Insurance to see if you are covered.

4. How do I amend my car insurance policy?
Please call us to check or change your details.

5. If my vehicle is in a garage and I need to cover a hire car under my insurance, can I add it on?
You can hire a car and cover it under your car insurance if your car is in a garage. The hire car can be used in the event of an accident, fire or theft claim. Just contact us with full details of the vehicle and the duration it is to be covered and we will add the vehicle on for you. A small charge may be made dependent on the vehicle details.

6. Can I temporarily add a driver to my car insurance?
You can temporarily add a driver to your car insurance. Please contact us with full details of the additional driver and we will add the driver for you. The charge will be dependent on the details of the risk.

7. Why haven't I received a cover note for my car insurance policy?
We do not issue cover notes, only Certificates of Insurance for the period of cover. These are sent out within four working days of the policy being accepted. We issue a confirmation email that is sent to you after accepting a policy on the Internet. This is usually sent to you within 24 hours.

8. How can I view the car insurance policy documents?
The car insurance policy documents are available to read online on this website.

9. I normally receive my certificate with my renewal but I haven't this year. Where is it?
When you receive your renewal letter, please read the "What to do now" box on the left hand side. If your policy is due to renew automatically, please check all your details are correct. If anything needs changing, please contact us. Your new certificate of insurance will then be sent to you after your renewal date.

10. Can I get a copy of my car insurance certificate?
Please call our customer service department to request this.

11. If my car is going to be off the road, can I freeze my insurance payments?
You are able to change the level of cover you have. If the car is not going to be used we can reduce your cover to Accidental Damage, Fire & Theft or just Fire and Theft only - this is known as a laid-up policy. We require that the car is kept in a locked garage, you have no road use whatsoever and the Certificate of Insurance must be returned. The premium will be adjusted to reflect the reduction in cover.
Alternatively we can suspend the cover completely. Payments will need to be taken, however providing your suspension exceeds 28 days we will offer a return premium for the time you have spent on suspension in excess of this period. Please remember that if your car is off the road you need to inform the DVLA and request a SORN (Statutory Off-Road Notification) certificate.

12. Do I get a refund if I sell my car after paying my insurance premium?
When you buy your policy
If you cancel before your policy is due to start, we will return any premium paid in full. Please return the certificate of motor insurance.
If the policy has started and you cancel within 14 days of it starting or within 14 days of receiving your documents (whichever occurs later), we will return any premium paid less an administration fee of £26.25 (including Insurance Premium Tax where applicable). We will not refund any premium if you have made a claim or if one has been made against you during the period of cover. Please return the certificate of motor insurance.
If you cancel after those 14 days have passed, we will return any premium less a charge for the number of days for which cover has been given and an administration fee of £26.25 (including Insurance Premium Tax where applicable). We will not refund any premium if you have made a claim or if one has been made against you during the period of cover. Please return the certificate of motor insurance. This fee is to off set the administrative costs of providing the policy.

When you renew your policy:
If you cancel before the new period of insurance (renewal) is due to start, we will return any premium paid in full. Please return the certificate of motor insurance.
If the new period of insurance (renewal) has started and you cancel within 14 days of it starting or within 14 days of receiving your documents (whichever occurs later), we will return any premium paid in full. We will not refund any premium if you have made a claim or if one has been made against you during the period of cover. Please return the certificate of motor insurance.
If you cancel after those 14 days have passed, we will return any premium less a charge for the number of days for which cover has been given and an administration fee of £26.25 (including Insurance Premium Tax where applicable). We will not refund any premium if you have made a claim or if one has been made against you during the period of cover. Please return the certificate of motor insurance.
This fee is to off set the administrative costs of providing the policy.

13. Can I use a hands free kit with my mobile phone when driving?
It is illegal to hold a hand held mobile phone or similar device while driving a motor vehicle. It is also illegal to hold a mobile phone and use it for texting, internet access or video operation while driving a motor vehicle. There are various penalties imposed if you get caught.

Provided that a mobile phone can be operated without holding it, a hands-free kit with a mobile phone is not prohibited by the regulation.

However, hands-free kits can be distracting and you risk prosecution for failing to have proper control of a vehicle if you use a hands free kit when driving. If there is an incident, the use of a hands free kit with a mobile phone might result in charges of careless or dangerous driving.

Further information about the use of mobile phones when driving can be obtained on the Department for Transport website.