Car Insurance Customer Support
My cover - Frequently asked questions
When does my car insurance start?
When you decide to accept your quote and buy the policy, you can choose when you want your insurance to start. But it does need to be within 30 days of the date you accept your quote.
You'll find your start date in your policy schedule.
Will I get a courtesy car while my car is repaired?
Yes. When you claim, we'll give you a small hatchback to use while your car is repaired. That's as long as the repairs are done by one of your insurer's nominated repairers.
The courtesy car will be automatically insured under your policy.
If you need something bigger than a small hatchback, you can add our Guaranteed Courtesy Car Cover. Then you'll get a car a similar size as yours for 14 or 21 days depending on the cover you choose.
What am I insured to use my car for?
You can tell us what you want to use your car for when you take out your policy. If you would like to confirm your existing cover, you can check your policy schedule to see exactly what you're insured for.
Am I covered to drive abroad?
It depends where you want to go. With our comprehensive insurance, you have your usual cover for up to 90 days in any EU country, as well as Iceland, Norway and Switzerland.
With our third party, fire and theft, you have cover for up to 35 days.
There are some terms and conditions, and exclusions, so please check your policy documents to make sure you’re covered.
You don’t need a Green Card (an international certificate of insurance) to travel in the EU and the countries listed above under this policy.
Am I covered for windscreen damage?
If you have our Standard or Plus comprehensive cover, yes – you're covered for repairs or replacements for the windscreen, sunroof and windows. Our Essentials comprehensive policies do not provide any windscreen cover.
You'll need to pay an excess if you make a claim – how much depends on who does the work.
If an approved windscreen repairer does it, you'll pay £10 for a repair and £75 for a replacement.
If an unapproved windscreen repairer does it, you'll pay £25 for a repair and £100 for a replacement. We'll then pay the next £150 of the bill – if that doesn't cover it, you'll need to pay the rest.
If you have Third Party, fire and Theft, you're not covered unless you add our optional extra – Windscreen Cover – but your sunroof won't be covered. The excess on this cover is £50 if you use the approved repairer/replacement provider and £100 if you use an unapproved provider. We'll then pay the next £300 of the bill – if that doesn't cover it, you'll need to pay the rest.
If you do claim for your windscreen, it won't affect your no claims discount
Who's allowed to drive my car?
The quickest and easiest way to do this is to log in or register for our Online Portal so you can do this online. Within the 'Your policies' section click on 'Manage policy/View policy documents'. You can edit level of cover, personal details, drivers and vehicle.
We’ll need details of the extra driver’s:
- full name
- date of birth
- job
- type of licence
- convictions and claims
- medical conditions that the DVLA needs to know about.
Please make sure you have the consent of the extra driver to share this information with us.
Depending on their circumstances, you might have to pay a bit extra to insure them, and we may charge an administration fee to make the change.