Read through our most frequently asked questions. If you still can't find the answer contact us instead.
Q. I've been in a car accident and have Courtesy Car cover. What can I expect?
A. If your car is being repaired by an LV= approved repairer, you'll normally receive a small hatchback like a Ford Ka (as an example).
We'll even arrange this within 8 working hours of you notifying us of the accident should your own car be un-driveable (excluding weekends and Bank holidays).
You'll receive a courtesy car for the length of time it takes to repair your car. If your car is written off or stolen and not recovered you'll receive one for 14 days or 4 days from the date the claim settlement is made (whichever is sooner).
Q. What is Continuous Insurance Enforcement?
A. Continuous Insurance Enforcement (CIE) means that a car must be kept insured unless it is declared 'off road' through making a Statutory Off Road Notification (SORN). If your car is not insured and you haven't made a SORN you could face a penalty from the DVLA.
Q. I've changed my car, how do I transfer my existing car insurance to my new car?
A. Call us and let us know the details of your new car. We'll update your car insurance policy and send you a new Certificate of Insurance.
Q. If I have a claim for windscreen damage, does it affect my no claim discount (NCD)?
A. No, windscreen claims do not affect your no claim discount.
Q. What is policy excess?
A. An excess is the first portion of a claim which the Insured is responsible to pay and is individual to each policy.
Q. What countries am I covered to drive in?
A. If you choose to include European cover on your policy, you'll automatically be insured in these European countries: Andorra, Austria, Belgium, Bulgaria, Canary Islands, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Slovak Republic, Slovenia, Spain, Sweden, Switzerland, Vatican State.
We can also insure you in the following countries on request: Albania, Morocco, Turkey.
We can't insure you in the following countries: Belarus, Bosnia-Herzegovina, Iran, Israel, Macedonia, Moldova, Russia, Serbia and Montenegro, Tunisia, Ukraine.
If you don't have foreign use cover then your insurance provides the minimum compulsory insurance in EU countries, and any other country which follows EU directives. These countries are shown on your schedule.
Q. How do I add another driver to my car insurance policy?
A. You can do this when you buy a new policy online. If you want to add another driver to your existing policy, please call us and we'll be able to add the other driver to your car insurance policy. You'll need the following information about the other driver:
Their name, date of birth, occupation, driving licence details and their driving experience (such as any previous claims or motoring convictions).
Q. How do I qualify for the guaranteed no claim discount?
A. You can guarantee your no claim discount if you've built up at least four years.
Q. I have sold my car and it's still insured by you. How do I cancel my car insurance policy with you?
A. If you need to cancel your insurance within 14 days of receiving your documents, we'll refund any money you've paid, less a charge for the cover you've had and a cancellation charge of £40 for setting up the policy. A charge won't be made if you cancel before your cover start date.
We'll send you the refund within 30 days of you telling us that you'd like to cancel.
If you need to cancel your policy more than 14 days after you receive your documents, and if you've not made a claim, we'll refund any money you've paid, less a charge for the cover you've had and a cancellation charge of £40. In all cases we need the certificate to be returned to us.
Q. Do I have to pay the excess towards a third party claim?
A. No, you only need to pay the excess towards your own repairs.
Q. How do I claim my excess back?
A. If you have purchased the optional Legal Expenses benefit then we would look to recover the excess if it is a non-fault incident and we have the third party's details.
Q. When will I get my documents?
A. If you chose to receive your documents by email, they should be with you within three hours. Due to system constraints, at times they may take longer. If you chose to receive your document by post, they will arrive in five to seven days.
Q. Why haven't my documents arrived yet?
A. If you chose to receive your documents by email, this can take up to three hours to arrive. If you haven't received an email from us, we may have recorded your email address incorrectly, or your email settings may mean that you are unable to receive your documents electronically (maybe your mailbox is full, or your email provider thinks the email is spam).
If you chose to receive your documents by post, they can take up to seven days to arrive. If you haven't received them, they may be lost in the postal system, please contact us.
Q. I haven't got my documents, what should I do?
A. If you chose to receive your documents by email please check your email junk or spam folders. If for any reason your email is returned to us, we will automatically send your documents to you by post instead. If you haven't received your documents within seven days, please contact us.
Want to call for a quote?
Call our UK-based call centre on:
0800 023 2638
8am - 9pm Monday to Friday
8am - 5pm Saturday
9am - 5pm Sunday and bank holidays
Calls may be recorded
These documents are for new policies
Existing customers - call us on 0845 608 1074 for copies of your policy documents.
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