Our customers ask about...
Can I pause my insurance?
No, you can't pause your policy. If you need a break in your insurance, you'll have to cancel your policy and purchase a new policy when you're ready. Remember, it's against the law to not insure your car unless it's registered as SORN, and you may be charged a fee for cancelling your policy. If you're struggling to keep up with payments, get in touch with us as soon as possible so we can help.
Why is there a payment due? I pay by Direct Debit
If you have cancelled your policy before your renewal date and haven't made a claim, we'll only charge you for the days we have covered you for, plus a £52.50 cancellation fee. This means you may need to pay a balance when cancelling your policy. You'll only be asked to pay the whole policy if you've made a claim in the same policy year.
If I cancel with a claim, why do I have to pay for the rest of policy? Why don't I get a refund?
If you have made a claim during your time with us and it’s an open and/or fault claim, you’ll need to pay the full yearly premium if you cancel, as we’ll have paid the costs of your claim.
If your claim then is settled as a non-fault claim, let us know and we’ll look at recalculating this for you.
Can I change the card or bank account my refund is going back to?
No. Refunds are legally required to be sent back to the same card or bank account used for the original payment. If the policyholder has passed away, please get in touch so we can help you with your refund.
What if I'm no longer using my car?
If you've sold your car and plan to buy a new one
You'll have 14 days to change the car covered by your policy. Your premium could change depending on the specifications of your new car.
If you know which car you're buying, it's best to double check that we're able to cover it. In some cases, we may not be able to insure your new car. If this is the case, you'll have to cancel the policy with us – don't worry, this won't affect you getting insured elsewhere.
If you're not buying a new car
You'll need to cancel your policy. You may be charged a fee for cancelling your policy early. If you're not using your car, but don't plan to sell it, you should register it as SORN. This tells the government that you're not currently using the car, so you won't have to pay road tax for it. It's not a legal requirement for a SORN car to be insured, but keeping the policy means you're still covered for fire, damage and theft.
What will happen to my No Claims Discount (NCD) and when will I get it?
You should get an email within 24 hours of cancelling your policy with your NCD attached. There will also be a copy of your proof of NCD in your online account, which will be available for up to 30 days after you cancel.
If you are part way through a policy year and cancel your policy, we'll only send you proof of what you had at the start of that policy year, provided you haven't made a claim. For example, if your policy renews when you have 5 years NCD, if you cancel after 3 months and you haven't made a claim in that time, you will still have 5 years NCD.
Is there a fee to cancel?
We'll charge you for the days that we've covered you for, plus a cancellation fee of £52.50. The fee will be automatically added. If you cancel your policy online, we'll show you the outstanding balance, including the cancellation fee, before you decide to go ahead. For more information, get in touch with us using the options below.
