Car insurance FAQs

We won't be able to offer cover if your car is currently in a police compound.

We may be able to cover your car if it has modifications, as long as they’re disclosed during the quote journey.

If you'd like to get a quote, click here.

If you're not sure whether a modification needs to be declared, you can start a Live Chat and we'll help.

Yes, we may be able to insure an imported vehicle, as long as it's fully registered in the UK and meets all the requirements to be roadworthy.

Imported vehicles from Europe, Japan and the USA may be eligible for cover, but we'll assess them as part of your quote.

If you'd like to see if we can cover your imported vehicle, click here to get a quote.

If you're not sure whether your vehicle is eligible, you can start a Live Chat and we'll be happy to help.

We only offer comprehensive car insurance cover, also known as fully comp - which protects you, your car and damage you may cause to a third party or their vehicle.

Our comprehensive cover comes in three tiers: Bronze, Silver and Gold, so you can choose the right level of cover for your needs. You can find more information about these here.

If you need any help, you can contact us through Live Chat.

Yes, you can add more drivers to your policy, subject to our acceptance criteria.

The easiest way to do this is through your online Customer Account, and if you need any help, the quickest way to contact us is through Live Chat. You can also visit our Contact Us page for other ways to get in touch.

It depends on how you use your car for work.

If you only travel to one permanent place of work, you won’t need business use on your policy, but you will need commuting.

If you travel to more than one place for work, you’ll need to select business use so you’re covered correctly.

You can check and update your cover in your Customer Account. If you’re not sure what you need, it’s best to check there first.

Our system may not recognise a registration number if it's:

• a brand new vehicle that has only just been registered with the DVLA
• a personalised registration plate that has only just been registered with the DVLA

If you're having trouble, please call our customer service team on 0330 0600 602 and they'll be able to advise what to do next.

No, we don't offer multi-car insurance.

If you'd like cover for a second vehicle, we'd be happy to give you a quote online or by telephone. You can contact us on 0330 0600 602.

Yes. Some changes can affect your insurance, so it’s important to keep your policy details up to date. If the information on your policy isn’t accurate, it could affect your cover or any future claim.

Changes you need to tell us about include, but aren’t limited to:

• your job
• your address
• how you use your car
• your car
• who will be driving your car

You can make changes to your policy in your online Customer Account.

We’ll need to check your policy to see whether this is possible.

Please contact us through Live Chat or visit our Contact Us page, and we’ll let you know what can be done.

If you'd like to cancel your car policy, the quickest way is to call us on 0330 0600 602.

You can also contact us through Live Chat or email if that’s easier. If you email us, please include:

• your full name
• your vehicle registration
• the date and time you'd like the policy to end
• the reason you're cancelling

We'll confirm the cancellation by email. This will usually be within 2 working days. We may also call you to go through the cancellation.

You can find details of any fees in your terms and conditions.

You can add an authorised person to your policy if you'd like someone else to speak to us or make changes on your behalf.

An authorised person can:

• discuss your policy with us
• make changes to your policy

They can't:

• cancel your policy
• change your address

To add an authorised person, the policyholder will need to contact us with the person's name, address and date of birth.

If you have a Lasting Power of Attorney, you can email the first 8 pages of the document to motor@policyexpert.co.uk. We can also verify your Lasting Power of Attorney through the government's online service. To do this, we'll need the donor's full name and the access code.

If you need any help, you can also contact us through Live Chat.

The quickest way to change the vehicle on your policy is through your online Customer Account. You can make the change online and get instant access to your updated policy documents. Our How-to Video can also guide you through the process in just a few minutes.

Changing your car may affect the price of your insurance. Depending on the car you’re changing to, your premium could go up or down.

There’s also a £30 administration fee for changing your vehicle. This will be included in the total price you’re shown before you confirm the change.

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To update your preferences, you can get in touch with us via Live Chat or by calling 0330 0600 602.

If you need to add a temporary car or driver to your policy, please call us on 0330 0600 602 and a member of our team will be happy to help.

A split claim is when both drivers share some of the blame for an accident. That means both insurers agree to split the cost of the claim, often 50/50, but sometimes in another split, such as 70/30.

A split claim is not classed as non-fault. If you accept any liability for an accident, even if you only share a small amount of the blame, the claim is classed as a fault claim. This is because your insurer has had to pay some of the claim costs and hasn’t been able to recover them in full from the other driver’s insurer.

For more information, check out our blog article on understanding split claims in car insurance.

No, unfortunately these situations are classed as ‘fault’ claims. For a claim to be ‘non-fault’ there needs to be another identifiable person whose insurance will pay for the damages, including your excess. In cases like theft, vandalism, weather, or an uninsured driver, there isn’t another person to claim from.

However, our Silver and Gold policies include an uninsured driver promise, which protects your fault claims status.

For more information check out our full article from our Know Your Policy series: Understanding non-fault claims.

Yes, absolutely. If you have car insurance with Policy Expert, it’s essential that you let us know about all incidents involving your car. This includes minor scrapes or dents, no matter who’s to blame or whether you plan on making a claim. If you don’t report incidents, it can lead to complications if you need to make a claim in the future.

For more information check out our full article from the Know Your Policy series: Why you must report all car incidents

Yes. Always collect the other person’s details after an accident, even if you don’t plan to make a claim.

You may later discover damage or an injury that wasn’t obvious at the time. Having their details means you’ll have the information you need if you decide to make a claim later.

Yes. When you make a claim, you’ll need to pay the combined amount of your compulsory and voluntary excess. The compulsory excess is a fixed amount set by us, while the voluntary excess is the additional amount you chose when you bought your policy.

If your car is being repaired, you’ll need to pay your total excess directly to the garage once the repairs are complete. If your car is written off, your total excess will instead be deducted from the settlement amount we pay you.

You can find details of your excess on your policy schedule, which was sent with your purchase confirmation email. You can also view it by logging into your online Customer Account.

You can log in here.

Don’t have an account? Sign up here.

We can usually find your policy using your personal details, such as your postcode and vehicle registration, so don't worry if you don't have your documents to hand.

It helps to gather as much information about the incident as you can before you call, as this will help us speed up your claim. We may need:

• the registration numbers of all vehicles involved
• details of any damage
• the name and contact details of any third parties
• whether there were any passengers in the vehicles
• police details
• witness details
• any available footage, including photos, dashcam or CCTV
• details of any injuries to you or the third party
• details of any property damage

Whilst our garages aim to start repairs as soon as possible, sometimes there can be delays outside our control. This could be due to the availability of replacement parts, how busy the garage is, or specialist work being needed.

We’ll work with the garage to get repairs underway as soon as possible and keep you updated along the way.

If your car is being repaired by one of our approved repairers, you’ll usually get a courtesy car once the repairs have started, subject to availability. This will normally be a small hatchback, so it may not be the same size, type, value or status as your own car.

You won’t get a courtesy car if your vehicle is damaged beyond repair, stolen, or if you’re making a windscreen claim.

Depending on your level of cover, you may be covered for windscreen repairs or replacement.

You can check your policy documents in your online customer account to confirm your level of cover. Once you've done this, call us on 0800 953 1114 and select the option for glass claims.

When you make a windscreen claim, you'll need to pay an excess, which is shown in your policy documents. Please note that we don't provide a courtesy car for windscreen claims.

We can't give an exact timeframe for settling a claim, as every claim is different. We'll do our best to make the process as quick and straightforward as possible, and once you've told us about the incident, we'll be able to explain the next steps.

If you've already logged your claim, you can contact us through the claims portal.

If we decide your car can't be repaired, we'll arrange for our salvage agent to collect it.

We'll then assess its current market value and pay this amount, less any excess that applies.

We work out the market value by looking at how much it would cost to replace your car with one of a similar age, mileage and model. We'll also take its condition before the accident into account.

If your car can be repaired, we'll arrange for it to be repaired by one of our approved repairers.

When you let us know about the incident, we'll explain who the repairer is and what happens next. Repairs carried out by our approved repairers are guaranteed for 3 years, so if anything goes wrong because of poor workmanship, it will be put right.

The first thing to do is report it to the police, who will give you a crime reference number. You’ll need this when you tell us what’s happened.

To start a claim, use our online portal and follow the steps provided. Once you’ve done that, our claims team will record the claim and pass the details to a theft specialist, who’ll be in touch.

If you’ve already logged your claim, you can contact us through the portal.

You can start your car insurance claim online by clicking here.

Before you begin, make sure you have:

• your policy number
• the insured vehicle’s registration
• details of what happened and when
• what you’re claiming for
• a working mobile number, so we can send you a verification code to access your customer portal

If you need breakdown assistance, have windscreen damage or need to claim on additional cover such as legal assistance, key cover, personal accident or excess protection, please visit our claims page so we can direct you to the right team.

Once you’ve started a claim, the quickest way to contact us about it is through the claims portal.

When you make a car insurance claim, it's important to understand that you'll need to pay the combined amount of your compulsory and voluntary excess. The compulsory excess is a fixed amount set by us, and the voluntary excess is an extra amount you chose to pay.

You can see all your excess details with your quote, and again when you buy your policy. You can find this information on your schedule which was sent in your purchase confirmation email, or by logging into the online Customer Account.

You can login in here.

Don’t have an account? Sign up here.

To understand more about excesses, check out our full article from the Know Your Policy series: Car insurance explained: compulsory vs voluntary excess.

Our Driving Other Cars (DOC) cover is a benefit that may be included with your policy. It allows you, as the main policyholder, to drive private cars that belong to other people, as long as you have their permission and the car you’re borrowing is insured.

DOC is designed for occasional use and provides third-party cover only. This means you’re covered for damage you cause to other people, their vehicles, property or belongings. It doesn’t cover damage to the car you’re borrowing.

Depending on your job, DOC is usually included with Silver and Gold policies. It’s only available to drivers over 25 and only covers the main policyholder.

Remember, DOC doesn’t cover:

• motorbikes
• other types of vehicles
• cars used for business
• a ‘new to you’ car you’ve just bought
• cars you rent

Before driving another car, always check your policy documents to make sure DOC is included and that you meet the conditions of cover.

Personal accident cover is an optional extra that can help if you or someone else in the car is injured in an accident while travelling in the car we insure.

You might use it if you want extra support after an accident, in addition to your standard car insurance.

You can find out more about personal accident cover here.

Continuous Insurance Enforcement (CIE) is a law that helps make sure all vehicles are insured unless they've been declared off the road with a Statutory Off Road Notification (SORN).

If your vehicle doesn't appear as insured on the Motor Insurance Database (MID) and it hasn't been declared off the road, the registered keeper may receive an Insurance Advisory Letter (IAL).

You can find out more about Continuous Insurance Enforcement on GOV.UK.

An excess is the amount you pay towards a claim before your insurance pays the rest.

You can usually find your excess in your policy documents. A total excess may be made up of different parts, including:

Voluntary excess – this is the amount you choose when you buy your policy. You may be able to increase or reduce it, depending on your needs.

Compulsory excess – this is set by the insurer and is added to your voluntary excess to make up your total excess.

Young or inexperienced driver excess – if you're under 25 or have less than 1 year’s driving experience on a full UK licence, you may need to pay an extra excess.

Limited mileage excess – some insurers may apply an extra excess if you go over the mileage you've told them about.

If you make a claim, your excess is usually paid to the repairer once the work is complete, or taken off any total loss payment.

If you have a silver or gold policy, you benefit from our uninsured driver promise.

This means that if you’re involved in an accident that wasn’t your fault and the other driver is uninsured, your No Claims Discount (NCD) won’t be affected.

The claim will still be recorded as a fault claim because there’s no third-party insurer for us to recover the costs from. This is standard practice across the UK insurance industry and doesn’t mean we consider the accident to be your fault – it simply reflects that we’re unable to recover our costs.

No. Insurance companies look at many things when pricing your insurance, especially your claims history. So, if you make a claim, your main policy price may still go up.

Protected NCD is there to protect your NCD. This means, that whilst your policy price may increase after a claim, if you have protected NCD, your discount would be protected and applied to the policy. This would still make it cheaper than without the cover.

It's important to know that there is a limit to the number of claims this can cover in a certain time. At Policy Expert, we allow for two fault claims to take place in a 3 year period per policy.

For more information check out our full article from the Know Your Policy series: Understanding how to protect your no claims discount.

Each year that you drive without making a claim, you get another year’s NCD (or no claims discount, often called no claims bonus, or NCB). This gives you a bigger discount on your policy price. Protected NCD is an optional add on that helps to protect the discount that you have earnt over the years.

However, it does not protect you from your total policy price from going up at renewal, especially if you have made a claim. It's also important to know that there is a limit to the number of claims this can cover in a certain time.

For more information check out our full article from the Know Your Policy series: Understanding how to protect your no claims discount.

No. Your no claims discount (NCD) can only be used on one car at a time.

You may be able to transfer your NCD from one car to another if your insurer agrees, but it can't be used on more than one policy at the same time.

A no claims discount (NCD), also known as a no claims bonus (NCB), is a discount you've earned by not making a claim on your car insurance.

If we ask you to provide proof of your NCD, our insurers will only accept:

• your renewal notice or a letter from your last insurer confirming your NCD
• NCD earned on a private motor policy in your own name
• proof from a UK insurer, written in English

Your proof of NCD must:

• be on your insurer's headed paper
• show your NCD in years, not as a period of cover
• show the date the policy ended or was due to renew, which must be less than 2 years ago
• show the vehicle registration

We won't accept a certificate of insurance, a statement of fact or a new business schedule.

For full details, please refer to your terms and conditions.

A no claims discount (NCD), sometimes called a no claims bonus, is a discount you can earn by not making a claim on your car insurance during your policy term, which is usually 12 months.

If your car insurance policy ended at renewal, your renewal invite email sent roughly 30 days before the due date includes your proof of no claims discount. You can find it on page 1.

If your policy was cancelled part way through the term, we'll email your proof on the date we receive the cancellation request. Please check your junk or spam folder as it may land there by mistake.

If you need help with anything else, you can start a Live Chat and we'll be happy to help.

If you choose to pay your insurance premium monthly, Policy Expert acts as your agent to arrange finance with Premium Credit Finance (PCL).

To pay monthly, you’ll need to enter into a credit agreement with PCL. They’ll send you the agreement to review and accept, so you can check the finance is right for you and that the monthly payments are affordable.

Premium Credit Finance is authorised and regulated by the Financial Conduct Authority. They’re also a member of the Finance and Leasing Association (FLA) and follow the FLA Lending Code. A copy of the code is available on request from Premium Credit Finance.

Please check your renewal invitation, which you'll receive around 30 days before your renewal date, as this will tell you whether your policy will automatically renew. You can also check your online Customer Account for the latest renewal details.

If you've chosen to automatically renew, just make sure all your policy details are correct and let us know if anything needs updating. If everything is up to date, your policy will renew automatically and you won't need to do anything.

If you've asked us not to automatically renew and you'd like to renew your policy or discuss your renewal, please contact us on 0344 809 9501 before your renewal date.

If you miss a direct debit payment, Premium Credit Limited will send you a letter with a QR code. Scan the QR code to access a short online process where you can catch up on your missed payment and pay any outstanding balance without needing to call.

If you'd prefer to speak to somone, please call 0344 736 0081.

We'll email you a renewal reminder roughly 30 days before your renewal date. Your renewal quote will also be available in your online account at the same time.

If the email reminder we send you is undeliverable, we'll post a copy of your renewal reminder to you aswell.

If you don't have an online account yet, you can register for one by clicking here. You'll need your postcode, date of birth and policy number to get started.

The quickest way to discuss your renewal is through Live Chat.

If you'd rather speak to someone, you can call our dedicated motor renewals team on 0330 0600 678 and a member of our team will be happy to help.

You can also email us, and we'll respond within 2 working days. If your renewal date is within the next 2 days, please call us so we can make sure your request is dealt with in time.

Even if you haven't made a claim, your premium can still go up at renewal.

This can happen because of general inflation, changes to our underwriting criteria, or updates you've made to your policy during the year. These changes can mean your renewal price is higher than what you paid last year.

Yes, you can pay off the remaining balance of your policy at any time during your period of cover.

To do this, please call us on 0330 0600 602. We'll take your payment and arrange for your credit agreement to be cancelled.

The payment will appear on your bank statement as "PCL/Policy Expert".

To set up or change your direct debit details, you’ll need to speak to a member of the Policy Expert team on 0330 0600 602.

If you pay your insurance premium monthly, Policy Expert acts as your agent to arrange finance with Premium Credit Limited (PCL).

Premium Credit Limited is authorised and regulated by the Financial Conduct Authority. They’re also a member of the Finance and Leasing Association (FLA) and follow the FLA Lending Code. A copy of the code is available on request from Premium Credit Limited.

You can change your direct debit bank details by contacting us through Live Chat or by email using motor@policyexpert.co.uk. If you'd prefer to talk to someone, you can reach us by calling 0330 0600 602.

We'll help you update your bank details and make sure your payments continue as normal.

Yes, you can pay your insurance premium using someone else's card, as long as you have their permission first.

If you're speaking to our customer service team, we'll need the cardholder's permission before we can go ahead.

If the card isn't registered to the same address as your quote, you'll need to contact our sales team on 0330 0600 602.

The easiest way to find out whether you have breakdown cover is to check the first page of your welcome email or renewal confirmation, both of which you can access via your online Customer Account.

To find out more about breakdown cover, click here.

Policy Expert has three levels of breakdown. Our roadside and recovery breakdown is included as standard on our Gold policy, and available as an add-on on our Bronze and SIlver policies. There is also roadside and recovery at home and European cover available for an additional cost on all our policies.

Policy Expert's breakdown cover is provided by Call Assist. If you experience a breakdown you will need to call 0334 809 9508 and provide your full name, policy number, vehicle registration and postcode. Call Assist will organise and coordinate a recovery operator to attend your breakdown.

If you're travelling abroad, please let us know by emailing your travel dates, destination, reason for travel and any details of anything you're towing to motor@policyexpert.co.uk.

You should also check your policy wording for any limits to your cover before you travel.

You may need to have your Certificate of Insurance with you when you're away, and you can find it in your online Customer Account.

We’re sorry for your loss.

Please contact us through Live Chat or by email using motor@policyexpert.co.uk, and we'll help you through the next steps. We'll need a copy of the policyholder's death certificate to cancel the policy.

If you need support at this difficult time, Cruse is the UK's leading bereavement charity. They offer trained support, counselling and information. You can find out more at cruse.org.uk or email helpline@cruse.org.uk.

If you’re not registered for the online Customer Account yet, you can do this online by clicking here and selecting Register.

You’ll need your postcode, date of birth and policy number to get set up.

It only takes a few minutes, and once you’re registered, you’ll be able to manage your policy online whenever it suits you.

If you can't log in to your online Customer Account, click here and choose Forgotten password.

Then enter the email address linked to your policy and we'll send you an email with instructions to reset your password.

If this still doesn't work, you can get in touch with us via Live Chat or by calling 0330 0600 602 and we can reset this for you.

his must be dated within the past 2 months and can be one of the following:

• mortgage agreement or tenancy agreement, or the most recent annual statement
• council tax bill
• an NHS or HMRC letter or payslip
• utility bill
• bank or building society statement

We can’t accept:

• mobile phone bills
• TV licences
• invoices
• insurance documents

Photo driving licence for all drivers

Please send both the front and back of the photo card for every driver.

Driving licence check for all drivers

We also need to see the driving history for all drivers. The easiest way to do this is:

1. visit the government website for a driving record check
2. enter your driving licence number, National Insurance number and postcode
3. go to the Get a check code tab and select Get a code
4. email the code to us

Marriage certificate

Please send us a scan or photo of the front of the document.

Vehicle proof of registration (V5)

Please send us a scan or photos of the front page and page 1.

Pictures of your car

Please send at least 5 photos showing each of the following separately:

• the front of the car, with the number plate visible
• the back of the car, with the number plate visible
• the left side of the car
• the right side of the car
• the roof of the car

Proof of employment

This must be dated within the past 2 months and can be one of the following:

• a payslip
• a letter from your company on headed paper
• Proof of your no claims bonus

Please send the renewal notice or letter from your last insurer confirming your no claims bonus or discount.

It must:

• show continuous insurance, unless the vehicle has been declared off road with SORN or it is being transferred to a new keeper by the DVLA
• be on the insurer’s headed paper
• be in English and from a UK insurer
• show the no claims bonus or discount in years, not as a period of cover
• show the date the policy ended or was due to renew, which must be less than 2 years ago
• show the vehicle registration

We can’t accept:

• a certificate of insurance
• a statement of fact
• a new business schedule