FAQ’s

A: It depends on your insurers: some insurers can provide no claims bonus via email and may respond quicker if called. Some insurers provide your no claims bonus via their online portal- but only once your policy has finished. Please be aware that most of our insurer panel can only accept no claims bonus up to 2 years old.

A: No. You can only protect your no claims bonus at the start of your policy or on the renewal date. Please note to protect your no claims bonus you must have earnt at least 4 years no claims bonus.

A: As we need to process your details to verify information provided we ask for documents that can help to verify your identity in order to protect our business and insurers to comply with laws that apply to us. Such processing is also a contractual requirement of the service you will be provided.

A: The majority of our clients will need to send in proof of address, a picture of the front and back of all driver’s driving licence, the driving licence summary of all drivers on the policy- which you can do here View or share your driving licence information – GOV.UK, if you have no claims bonus- you would need to provide proof of your no claims bonus from your previous insurer. There may be more documents we require but we will let you know what documents we need from you.

A: Most of our insurers can accept proof of address dated within the last 30 days which consistsof but not limited to: Gas Bill, Electric Bill, Water Bill, Council Tax Bill, Tenancy Agreement, TV Licence, or Internet (with Landline) Bill. Please speak to our teams about possible alternatives on 0333 400 1061 choosing option 4.

A: You can email us at [email protected], using our website submission system here Licence | UDrive (udrivecover.com) or posting it to us: U Drive Cover, Grosvenor House, 4-7 Station Road, Sunbury-on-Thames, TW16 6SB.

A: Before making a change to your policy such as purchasing a vehicle we recommend that you call our friendly customer services team on 0333 400 1061 to ensure that your insurers can provide cover with the change to your policy and so that you can be aware of, if there are any, price changes to your policy should you decide to go ahead with the change.

A: Your excess will show on your certificate/ schedule.

A: It depends on your insurers: some insurers can provide no claims bonus via email and may respond quicker if called. Some insurers provide your no claims bonus via their online portal- but only once your policy has finished. Please be aware that most of our insurer panel can only accept no claims bonus up to 2 years old.

A: You will need to contact us to let us know where you are going and for how long, we can then assess whether you are covered or what you need to do to be covered abroad.

A: The number should be on your certificate which we usually provide in your welcome. Alternatively, the number is also available in the insurer’s policy booklet on our website.

A:  No. The driving other cars benefit is applicable to specific policies only. Please check your certificate of insurance for confirmation or alternatively please contact our customer services team on 0333 400 1061..

A: No. Please refer to “How do I get my previous no claims bonus?” answer for further information.

A: You can contact us by emailing [email protected] or by calling our customer services team on 0333 400 1061, quoting your reference number for any duplicate documents required.

A: To assess your application CBPF will carry out an Anti- Money Laundering assessment and may use credit scoring, credit reference agencies and automated decision- making systems. If they are unable to validate your application, they will not be able to arrange the finance for your insurance premium. This assessment is performed after your insurance policy has been validated and confirmed. If CBPF are unable to provide the finance for your premium, then we will discuss alternative payment options with you.

A: We have selected Close Brothers premium finance as your provider, if you wish to learn more about them please visit their website at www.closepf.com

A: The end date of your policy is on your certificate of insurance, our renewals team will contact you 14-21 days before the end of your policy with what we can offer. Please contact us and let us know whether or not you wish to go ahead and if your details have changed. Please note that your policy may be eligible for automatic renewal- and if there are changes or you do not wish to go ahead please contact us on the details provided on the renewal invitation before the renewal date.

A: You can call our renewals team on 0333 400 1061 choosing option 3 or email us at [email protected].

A: Yes, that should not be a problem. You can contact our customer services team on 0333 400 1061 who can assist.

A: If you are paying via Close Brothers Premium Finance have a 24 hour automatic payment line available on 03333 218 568.

A: Your refund can take up to 30 working days to be processed back into the original account details provided. We have to wait for your funds to be received back from your insurers, only once we have received these funds can we process your refund accordingly. This is to protect your money, the insurers and us at U Drive Cover. Once we have processed your refund you should receive an email, it can then take 24-48 working hours for the funds to arrive in your account. Please note during holidays including bank holidays, this can take up to 5 days.

A: We have a genuine interest in preventing fraud and money laundering- as part of this we need to obtain the card holder’s permission before use of their card to make a payment.

A: Unfortunately, we cannot. This is a fee that Close Brothers Premium Finance have in place and it would need to be discussed with them. You can contact them on 0333 321 8566.

A: As part of our efforts to prevent money laundering we cannot refund you to a card of your choice.

A: Under money laundering laws we have to process the refund to that account- the card that it was paid by. Should you have any troubles retrieving the funds please speak to your bank who should be able to assist you further.

A: Your first and last direct debit date cannot be moved but to move any other payment dates please call our customer services team on 0333 400 1061 and they will try to assist you.

A: If you wish to change to discuss your last chance date of your direct debit please contact our customer services team on 0333 400 1061 who can try and assist you.

A: We have selected Close Brother’s Premium Finance as your provider, if you wish to learn more about them please visit their website at www.closepf.com.

A: Your deposit is not a security deposit, it is an initial payment that is used to pay your premium, as your cancellation rates would be dependent on your time on cover please call our cancellation team on 0333 400 1061 who will be able to discuss this further with you.  

A: When paying by direct debits the remaining premium after deducting the deposit is financed. This means you have set up a monthly agreement to pay this back, so when cancelling early it is likely you will still have an outstanding finance payable. For further details or to discuss payment plans please contact our debt recovery and cancellations team on 0333 400 1061 using option 4, then 1.

A: You can call our cancellations team on 0333 400 1061 to do so as they be able to help provided an alternative solution. If we are closed you can email us at [email protected] and our team will endeavour to get back to you as soon as they can.

A: The £75.00 cancellation charge is as per our terms and conditions of business, which you agree to when you purchase your policy online and covers some of the cost involved in firstly setting up the policy and subsequently cancelling.

A: You can call our customer services team on 0333 400 1061 or email us at [email protected] but we can only send it once your policy has finished and only if outstanding matters have been cleared.

A: Our claims are managed by a company called Progressive Vehicle Management, they are available on 0203 471 8084.

A: Most of our insurers that provide comprehensive cover provide windscreen cover inclusive of your policy. This should be available on your certificate or proposal form (also sometimes known as a Statement of Facts). Don’t hesitate to ask any of our agents for assistance on this.

A: If you bought the add on product of breakdown please call the breakdown team, Call Assist, on 0333 400 1063.

A: In your welcome email you will have documents for your additional product, the contact details for that are provided there.

A: No, one accidental windscreen claim does not. There is a limit to amount of times you can claim in your policy please refer to the insurer’s booklet. A vandalism claim/ window damage claim can affect your no claims bonus.

A: GAP insurance covers the difference between what you paid for your car and what the insurer will pay out in the event of a claim. As soon you drive a car for the first time it loses value. In the event of a total loss, you will be covered for the amount you bought your vehicle at if you have GAP insurance. GAP stands for Guaranteed Asset Protection. You can only take out GAP insurance within 180 days of when you brought your vehicle. This is a separate policy from the insurance policy. Please check with Customer Services what is and is not included on 0333 400 1061 choosing option 4 then 2.

A: By providing us with your driving licence number and national insurance/ driving licence number and DVLA code you are giving permission for us to enter your details into the DVLA website to view your driving licence summary. Your driving licence summary will show your test pass date, driving status and any driving convictions in the last 5 years. (It is an online version of the paper counterpart we used to have.)

A: An excess is an amount that you will have to pay or has to be deducted during a claim depending on whether the insurers are repairing what you have insured or providing you with a payout.

A: No claims bonus/discount is a track record of how many policies completed without claiming on your own insurance or have someone claim on your policy for fault/partial fault accidents.

A: Premium means the price of the policy.

A: Comprehensive Cover covers you in the event of: Fire, theft and vandalism. If you get into an accident that is a fault accident then the person you were in an accident with can claim off your insurance and so can you. You also get windscreen cover.

A: It means that there is an extra payment required, this could be a change to your policy such as a driving conviction or changing a vehicle on your policy.

A: It means that your policy price is being lowered, this could be a change to your policy such as how long you have held your licence or a change in a past claim status.

A: Your information is added to the MID (Motor Insurers’ Database) to be stored during the term of your policy. This can be used by authorised bodies such as the DVLA, police, Insurance Fraud Bureau and other bodies permitted by law. This includes but not limited to Electronic Licencing, Continuous Insurance Enforcement, Law Enforcement. Which is for the purposes of preventing, detecting, apprehension and prosecution of offenders.