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, 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've 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 that month, 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 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've made a claim with us, we have had to pay to cover the cost of the claim. This means you'll need to pay the full year's premium. This includes open, fault claims and disputed claims.
If the outcome of your open claim says you weren't at fault, you could be eligible for a refund. We'll get in touch once the claim is settled if you can be refunded.
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 aren't 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, your 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 policy means you're still covered for fire, damage and theft.
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.
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 you 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 your policy.
You can only earn NCD for every full year of your policy. For example, if you have 10 years NCD, if you cancel your policy in the middle of your next year, you'll still have 10 years NCD. You won't earn next year's NCD.
Is there a fee to cancel?
Generally, we charge a cancelation fee of £52.50. If you have premiums left to pay, the fee will be automatically added. For more information, get in touch with us using the options below.
