FAQ’s

New Policy

Q: When will I receive my Insurance documents?

A: You should receive your welcome pack by email 24-48 working hours after validating your policy, receiving it by post may take longer.

Q: Why is my vehicle not showing on Ask MID?

A: After validating your policy, it can take up to 5 working days for MID to be updated.

Q: Do you offer multi-car policies?

A: Most of our insurers do not offer this option, but we can offer a second car policy at a discounted rate. Please call our sales team for further details on 0333 400 1060.

Q: I have just purchased my policy online, where are my documents?

A: We send an automatic email to the email address provided, until validation has been completed to verify all details provided online, we cannot release your documents.

Q: What is an all-sections excess?

A: In the event of a claim for Accidental Damage, Fire, Theft and Malicious damage you will have to pay your excess. This is also the case if you don’t claim on the policy, but payments are made to a 3rd party, you will pay the excess or the value of the claim up to your excess amount.

Q: Why am I being asked to verify information on the phone after purchasing the policy online?

A: We verify your details as we need to check that all the information provided is accurate and correct. We also need to make sure that you are insured correctly in the event of a claim and that the insurance policy meets your demands and needs.

Q: How do I get a quote for home insurance with you?

A: Our sales team can assist you in providing a quote for home insurance on 0333 400 1060.

Q: My ncb is over 2 years old, can I still use it?

A: Most Insurers will only accept Proof of no claims bonus no older than 2 years, a few Insurers will accept it up to 3 years old, you must inform us at the time of quotation.

Q: What levels of cover can you provide?

A: We can provide third party, third party fire and theft, comprehensive, fire and theft only and impound policies. However, to see what policies our insurers can offer you please don’t hesitate to contact our sales team on 0333 400 1060 for a quote

Existing Policy

Q: I need to send you my no claims bonus, how do I get this?

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.

Q: Can I protect my no claims bonus during my policy?

A: Unfortunately not, you can only protect your no claims bonus at the start of your policy or on the renewal date.

Q: Why do I need to send in documents?

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. We also collect documents at the start of the policy to ensure you are fully covered in the event of a claim.

Q: How do I make a change to my policy?

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.

Q: How do I check what my Excess is?

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

Q: I’m taking my car abroad, what I need to do?

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. You will need to notify us at least 14 days prior to your departure.

Q: I have Comprehensive cover, do I get driving other cars?

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.

Q: Can I use my renewal notice as proof of no claim’s bonus?

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

Q: I have misplaced my documents, how to I get duplicates?

A: You can contact us by emailing customerservices@udrivecover.com, by calling our customer services team on 0333 400 1061 or contact us via our live chat, quoting your reference number for any duplicate documents required.

Q: Who is my finance provider?

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

Renewals

Q: How do I renew with you?/ How do I get a renewal price from you?

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.

Payments

Q: Can I pay my direct debits off in full or quicker?

A: Yes. You can contact our customer services team on 0333 400 1061 who can assist.

Q: How can I make my direct debit payment if you are closed?

A: If you are paying via Close Brothers Premium Finance, you can make a payment via their 24-hour automatic payment line available on 03333 218 568.

Q: How long does my refund take?

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.

Q: If I’m using someone else’s card why do you need to get their permission for me to use it?

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.

Q: Can you remove the £30 default fee for a missed 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.

Q: Can you refund to a different card?

A: As part of our efforts to prevent money laundering, we can only refund payments to the card the payment was made from.

Q: What if my refund is going to an account that is closed/ card that has cancelled?

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.

Q: How do I move my payment dates?

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. Please note as this is only a 12-month policy we are only able to move payment dates by 7 days.

Cancellation

Q:Do I get my deposit back when I cancel?

A: Your deposit is an initial payment that is paid towards your premium. Your cancellation terms 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.

Q: Why do I have an outstanding balance after I have cancelled?

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 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 5, then 1.

Q: How do I cancel?

A: You can call our cancellations team on 0333 400 1061 to do so as they be able to help provided an alternative solution.

Q: I’m cancelling insurance with you/getting insurance with another company, how do I get my no claims bonus proof from you?

A: You can call our renewals team on 0333 400 1061 or email us at renewals@udrivecover.com. We can only send it once your policy has finished and only if outstanding matters have been cleared.

Claims

Q: I’ve just had an accident – how do I report this?

A: Please call our claims team on 0208 487 0569.

Q: How do I check if I have windscreen cover?

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.

Q: Does a windscreen claim affect my no claims bonus?

A: No, it does not.