- Frequently Asked Questions
Your Questions
Answered
We know insurance can be confusing, so we’ve put together answers to the questions we get asked most often. If you can’t find what you’re looking for, our UK-based team is always happy to help. Contact us and we’ll point you in the right direction.
- Cancellations
What happens if I cancel my policy?
If you cancel your insurance before the end of the term:
- Your insurance provider will calculate the return premium (the portion of your premium you haven’t used yet).
- If the return premium is less than the total loan amount, you may still owe money to the finance company.
- Any unpaid interest or fees may also be included in the balance.
- Cancellations
How do I cancel my policy?
You’ll need to email us with your cancellation request before calling. (Cancellations can’t be done online.) If needed, we’ll backdate your cancellation to the date of your email.
- Documentation
Where else can I find my important documents?
You can access your documents anytime through your online portal. If you need help logging in, give us a call.
- Documentation
When and how will I receive my documents?
We’re paper-free. All documents (including your motor certificate of insurance) will be emailed within 10 minutes of payment. No email address? No problem, just let us know.
- Documentation
How long do I have to send documents?
You have 14 days from your policy start date (new business or renewal) to send us all required documents.
- Documentation
Do I need to resend documents at renewal?
Yes. We need certain documents every year to keep your policy valid.
- Insurance Products
What is a CUE check?
A CUE check is when the underwriter reviews the Claims and Underwriting Exchange (CUE) database. This database holds details of motor, home, and personal injury claims made by individuals across the UK.
- Insurance Products
Why do we ask about convictions, IVAs, and CCJs?
We ask because it’s a legal and regulatory requirement, it helps us calculate fair premiums, and it protects you by keeping your policy valid.
- Insurance Products
Are there restrictions on who can drive my vehicle?
Yes. Drivers usually need to be named on the policy, meet age and licence rules, and follow the terms set out in your policy wording.
- Insurance Products
Do I need to tell you about traffic violations or convictions?
Yes. You must update us about any driving convictions or offences to keep your policy valid.
