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FAQs


About my van cover

  1. Will I get a hire Van or Car?
  2. Can my partner use my Van to go down the shops?
  3. Will I be covered to drive on my hols?
  4. Will I need a green card and what are the charges?
  5. Will I have all glass cover or just windscreen?
  6. My van has a hazardous chemical sign. What’s the crack there then?
  7. Can I drive my mate Baz’s van on my policy?
  8. Do you cover my tools and stuff?

If I’m in an accident…

  1. What should I do in the event of an incident?
  2. Do I need to report incidents if I don't intend claiming?
  3. When do I have obligations in the event of an accident?
  4. What are my obligations in the event of an accident?
  5. What if my policy doesn't cover damage to my own vehicle?
  6. Can I arrange to have my vehicle repaired anywhere I want?
  7. How do I make a claim?

NCD

  1. Can I transfer my car’s No Claims Discount (NCD) onto my Van policy?
  2. Can I protect my No Claims Discount (NCD)?
  3. Will my No Claims Discount (NCD) be affected if I make a claim?

Renewal

  1. So, how do you work out how much my renewal will be?
  2. What’s included in my renewal price?
  3. I haven’t had a prang in ages, do I get a discount?
  4. When will I get my certificate of insurance?
  5. What’s going on here then, the price has gone up?
  6. How do I renew?

Fees and charges

  1. What are your fees and charges?

About my van cover


1. Will I get a hire Van or Car?

If you’ve taken out Guaranteed Replacement Van Cover, you will be provided with a replacement vehicle should yours not be driveable following a claim.


2. Can my partner use my Van to go down the shops?

If your partner is insured to drive this van then they can use it for private use.


3. Will I be covered to drive on my hols?

Unless you ask us to extend your cover and pay any additional premium required, the cover using the van in the EU is restricted to the minimum required by law; it does not include loss or damage to the van and may provide more limited cover for your liability to others.


4. Will I need a green card and what are the charges?

A Green Card is not required by law to cross borders within the European Union. Under EU law every insurance policy issued in the EU must provide the minimum insurance cover required by law in any other EU country.


5. Will I have all glass cover or just windscreen?

Windscreen Cover only dependent on level of cover.


6. My van has a hazardous chemical sign. What’s the crack there then?

Vans that display a hazardous chemical sign will not be covered.

If your details changed or you want to include some optional extras, just call Customer Services on 0844 412 2124.

Calls to our 0844 numbers cost 5p/min from a BT landline, set up fees may apply and network charges may vary. Calls from mobile phones may be considerably more.


7. Can I drive my mate Baz’s van on my policy?

Third party extension is not available on our Commercial Vehicle (CV) policies.


8. Do you cover my tools and stuff?

We do not cover any goods left in your van.


If I’m in an accident…


9. What should I do in the event of an incident?

In the unfortunate event that you become aware of any accident or loss involving the insured vehicle, or of any other incident which may lead to a claim by you or a third party, please report the incident to us as soon as reasonably possible, using the claims telephone number printed on your Certificate of Motor Insurance (see Contact Us). Our friendly advisors will assist you and tell you what to do next.


10. Do I need to report incidents if I don't intend claiming?

You should report all accidents, thefts, attempted thefts, fire and malicious damage incidents, even if you are not going to make a claim against your insurance.


11. When do I have obligations in the event of an accident?

If any of the following occurs (even if you weren't involved, but the presence of your vehicle on the road may have been a factor in the accident)

Any person other than yourself is injured

Damage is caused to another person's vehicle or property

An animal is killed or injured (e.g. dog, horse, cattle, etc)


12. What are my obligations in the event of an accident?

Stop at the scene for a reasonable period of time.

Give the following details to anyone who is reasonably entitled to ask:

  1. Your name and address
  2. Vehicle registration number and registered owner's details

You must produce your Certificate of Motor Insurance if any person other than yourself is injured.

If you do not follow the above, the accident must be reported to the police within 24 hours.


13. What if my policy doesn't cover damage to my own vehicle?

If you do not have comprehensive van insurance cover, your policy will not cover accidental damage to your vehicle. You will have to pay for the repair costs yourself, or claim them from the other driver if they were responsible for the damage. You will need to get in touch with their insurer to pay for your damages. We can do this for you, if you have Motor Legal Protection Cover.


14. Can I arrange to have my vehicle repaired anywhere I want?

If you have comprehensive insurance cover, you will usually be advised to take your vehicle to a repairer recommended by your insurance company, which may avoid you having to get additional estimates. This usually speeds up the repair process.

Note that the cost of repairs is your responsibility until your insurers have agreed to pay.


15. How do I make a claim?

Call our 24 hour First Response Team on 0844 412 2129.

Calls to our 0844 numbers cost 5p/min from a BT landline, set up fees may apply and network charges may vary. Calls from mobile phones may be considerably more.


NCD


16. Can I transfer my car’s No Claims Discount (NCD) onto my Van policy?

NCD can be transferred from Private car to a Van policy, but once transferred can not be transferred back to a car policy.


17. Can I protect my No Claims Discount (NCD)?

If you have 4 or more years NCD, then you can protect it with some of our insurers.


18. Will my No Claims Discount (NCD) be affected if I make a claim?

Claims which are just for window glass or emergency treatment, as defined in the Road Traffic Acts or Orders, will not be counted against your NCD. If your vehicle is involved in an incident that is not your fault, and we are successful in recovering your vehicle's repair costs from the other driver's insurer, your NCD will not be affected. If you have a protected NCD, it will not be affected by the first two claims in any three year period of cover.


Renewal


19. So, how do you work out how much my renewal will be?

The price of your policy is based on the details we have about you. If any of these have changed, let us know as this may affect the cost and cover of your van insurance.


20. What’s included in my renewal price?

Your policy includes the same things as it did last year. So if you had any optional extras, like Breakdown Cover or No Claims Discount Protection, they will be included in your renewal price. It also includes your no claims discount (NCD).


21. I haven’t had a prang in ages, do I get a discount?

Yes we have calculated your premium based on the NCD you declared to us.


22. When will I get my certificate of insurance?

When you have renewed your policy we will send your certificate of insurance once we have received your first payment.


23. What’s going on here then, the price has gone up?

We search a panel of 12 top UK van insurers to save you the time and energy of ringing around for quotes. We then give you the best price from the 12 insurers. If you’ve moved to a different area, changed your van or made a claim, this can affect the price of your policy. Even if nothing has changed, your premium can still go up. This is because of factors such as rising claims costs and higher repair costs which affect the van insurance industry as a whole. You can, however, count on us to do our very best to keep your van insurance premium low and still give you top notch, reliable van insurance cover.


24. How do I renew?

Just call: 0844 412 2117.

Calls to our 0844 numbers cost 5p/min from a BT landline, set up fees may apply and network charges may vary. Calls from mobile phones may be considerably more.


25. What are your fees and charges?

We believe in being completely upfront about our fees and charges. That way, there are no surprises waiting for you after you take out your policy.

  • If you cancel your policy within 14 days - £38 plus a charge in proportion to the period of cover you have enjoyed
  • If you cancel your policy after 14 days - £75 plus an additional charge dependent on the length of policy remaining
  • If you default on a payment - £25
  • Document reprint fee - £10
  • Administration fee – Up to £30
  • Telephone administration fee - £10 if you buy your policy over the phone


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