Frequently Asked Questions
Here you’ll find answers to our most commonly asked questions, such as how to request a change to your policy, what documents you need to return to us, what your insurance covers, and questions about making payments for your policy.
- Returning Documents to Us
- Questions about your insurance cover
- Making a change to your policy
- What payment options do you have?
- Can I choose my payment date?
- When is my direct debit due?
- I have missed my direct debit payment, am I still insured?
- I’ve received a letter asking for an outstanding balance, how do I query or dispute the amount?
- I’ve received a letter offering a reduced settlement. Can I pay this in instalments?
- Cancellations and Refunds
- No Claims Bonus (NCB)
- Insurance Documentation
- Making a Claim
- Renewing Your Insurance
- General Insurance Questions
Returning Documents to Us
I have been asked to send a copy of my driving licence information. How do I do this?
The DVLA now holds your driving licence information electronically and no longer issues paper counterparts. To access your driving licence information visit www.gov.uk/view-driving-licence.
You can also download a step-by-step guide on how to access and send your driving licence information here.
I have been asked to return documents to Insure Your Motor, where do I send them to?
Please email documents firstname.lastname@example.org
Alternatively, you can return them by post to:
Insure Your Motor
Unit 5, Brecon Court,
William Brown Close,
Questions about your insurance cover
What level of cover will I have when driving in the European Union?
The details of this cover can be found in your insurer’s policy booklet, you can find policy booklets here.
Can I drive other cars?
The ‘driving other cars’ benefit is only applicable to specific policies, so you should not assume that you are automatically covered to drive someone else’s car. This applies even if you have comprehensive cover.
If you have “driving other cars” cover this should be stated on your certificate of insurance.
Making a change to your policy
How do I make a change to my policy?
To make a change to your policy please contact our Customer Services team on 0344 493 7773.
To request a call back, please email your name, customer reference, telephone number and details of the change you need make to email@example.com.
How much does it cost to change my vehicle?
Your insurance company may choose to increase or decrease your premium (subject to no claims) if you change your vehicle. This is dependent on the vehicle. As a broker we would also charge an administration fee to process this change.
The policy amendment rates I’ve been quoted are too high for me, what are my options?
We always do our best to find the best solution in cases where an insurer is quoting an adjustment fee that you feel is unacceptable.
Call our team on 0344 493 7773 to see what your options are, we may be able to find you another insurer.
What payment options do you have?
You can pay for your policy by:
1. One full payment by credit or debit card.
2. Monthly instalments (terms and conditions apply).
Can I choose my payment date?
A payment date will be confirmed to you. Where this is not suitable we can look at accommodating a request to change your payment date. Terms and conditions do apply and your request may be declined.
You may be asked to pay a card payment in order to revise future payment dates and prevent any risk to your policy.
When is my direct debit due?
Your payment schedule is sent out by post by Close Brothers Premium Finance, this shows you details of payment amounts and when they are due.
I have missed my direct debit payment, am I still insured?
If you miss the first payment attempt Close Premium Finance will schedule a retake date, usually within 7-10 working days of the first attempt. The second payment attempt will include a £30 default charge. If this fails Close Premium Finance will arrange a ‘last chance date’, in this case you will have to call and make a manual payment to prevent the cancellation of your policy.
Cancellations and Refunds
How do I cancel my policy?
Just contact us and tell us why you wish to cancel, in most cases we can offer you an alternative solution that may save you money and keep you insured. Call us on 0333 400 1646.
I’ve received a letter asking for an outstanding balance, how do I query or dispute the amount?
To discuss a request for an outstanding balance please contact us on 0333 400 1646.
I’ve received a letter offering a reduced settlement. Can I pay this in instalments?
Any reduced balance would need to be paid in full. No instalment plans are available.
No Claims Bonus (NCB)
What is no claims bonus (NCB) and how do I prove it?
After each claim free year, a policyholder is rewarded no claims bonus as proof that no claims were made in the duration of the policy. This proof is used by insurers to calculate any discount on a new policy.
NCB is usually obtained in written form from your previous insurer. This original document will need to be forwarded to us when you set up a new policy.
You may be interested in our very detailed no claims bonus FAQ page.
What does introductory discount mean?
An introductory no claims bonus is a goodwill discount that recognises previous driving experience where a driver was not a policy holder. For example, when a driver has been named on another policy but was not the policy holder or has previously driven on a company policy. This additional discount is only applied at our and the insurer’s discretion and is not open to everybody.
An introductory discount does not equate to an earned no claims bonus at renewal and is not transferable to another insurer.
When will I receive my proof of no claims bonus?
We will automatically send your no claims bonus out if you choose not to renew your policy with us. Please note, we cannot release your no claims bonus before your policy has finished.
If your policy has already finished and you need another copy, please email firstname.lastname@example.org.
What is a Certificate of Insurance?
A certificate of insurance is evidence that you have adequate insurance cover for your vehicle. Please ensure that you keep the document in a safe place in case you need to provide evidence of insurance cover. It may also be needed to tax your vehicle.
What is a Cover Note?
A cover note is a temporary proof of insurance document, usually valid for 30 days after issue pending receipt of the full certificate of insurance.
How can I obtain a replacement certificate of insurance?
You can request a replacement certificate of insurance by emailing email@example.com.
Making a Claim
How do I make a claim on my car insurance policy?
To make a claim on your car insurance call 0800 221 8628. Lines are open 24 hours a day, 7 days a week.
Visit our Make a Claim page for more information.
Renewing Your Insurance
When is my policy due for renewal?
Your renewal date will be shown on your certificate of insurance.
When can I start discussing my renewal price?
We will send out a renewal invitation 21 days before your renewal date. This will show your renewal price and let you know if your policy is due to be automatically renewed or not.
Why has my renewal cost increased?
We check all your details to ensure the renewal rate we’re offering is up to date but renewal costs can increase for a number of reasons, for example, you may have been involved in an incident during the year, you’ve made changes to your policy details, or there’s been a general rate increase in the insurance industry.
Why do I need to send back documents at renewal?
As a broker, our commitment to you is that we will continue to source the most competitive rate available across our panel of insurers each year. It may be that a different insurer to the company we placed you with previously is offering a more competitive rate for your renewal.
When you accept a policy with an alternative insurer they may on occasion require different or additional information to that of the previous company. We will inform you verbally and in writing if anything is required from you.
General Insurance Questions
My vehicle isn’t showing on the ask MID website, am I insured to drive?
The MID can sometimes take a few days to update and show your vehicle as insured. As long as you have been issued a valid certificate of insurance you are covered to drive.
Why can’t I tax my vehicle around my renewal date?
In order to tax your vehicle online you may require a valid cover note or certificate of insurance with more than 14 days active cover. If you have just set up a policy or are within 14 days of your renewal, you may not be able to purchase tax online as you may fall outside of the criteria. In this situation you may need to take your documentation and payment to a post office to obtain tax.
If you need a replacement certificate of insurance you can request by emailing firstname.lastname@example.org.