We get all kinds of questions and some are more common than others so we've listed the most frequently-asked below. They probably cover your own concerns but, if they don't, give us a call us on 0800 280 2203.
Your Car Insurance Questions
Answers
A1
Can I get immediate cover?
Providing you have a credit or debit card, we can issue you with immediate cover. Terms and conditions apply. If you want immediate cover please call 0800 027 9367 where a member of our dedicated staff will be happy to help.
A2
Your system does not recognise the make and model of my car - what should I do?
Sometimes we are unable to identify the make and model of your car just from the registration mark. When this happens, select no to the question "Do you know the registration number of the vehicle you would like to insure?" and leave the registration field blank. You will then be asked to search for your car’s make and model manually. Once you have done this, the system will display a list of vehicle models. You should select the correct model of your vehicle from this list. If you are unable to find the exact car details, please call us on 0800 027 9367.
A3
What does No Claims Bonus mean?
No Claims Bonus represents the number of years the policyholder has held a policy in their own name without making a claim or having a claim made against you. Any No Claim Bonus that you have earned can only be used on one policy at a time. Your Schedule shows the number of years no claim discount that you told us you have.
A4
Will you insure my car if it has modifications?
It depends on the modification(s). We quote for some modified vehicles online. You can also call us on 0800 027 4420 to get a quote.
A5
Can you provide insurance for my vehicle if it has been imported?
Yes, we can quote for some imports. Most of the insurers will allow cover on European imports. However, we have to refer to the insurer to check grouping and terms. If your car is imported, please call us for a quote on 0800 027 9367.
A6
I've been a named driver on someone else’s policy for a few years - does that entitle me to a no claims discount if I start my own?
No, this does not entitle you to a no claims discount if you take out your own policy, although your driving experience will be taken into account. However we may be able to give you an introductory discount.
A7
Do the years I've spent driving a company car count towards my NCD (no claims discount)?
Although your driving experience will be taken into account, this does not entitle you to no claims discount if you take out your own policy. However, we may be able to give you an introductory discount.
A8
Can I pay by instalments?
Payment by Direct Debit can be arranged. A deposit payment by credit or debit card may be required if you choose to pay by Direct Debit. There may be a charge for paying by direct debit. Any charges will be disclosed to you before you buy.
A9
Why can't I get a quote from your online quote service?
If you are experiencing problems with our on-line service it could be for a number of reasons. If you are using Netscape navigator or any Apple Mac browser, you may face difficulties. Switching to Internet Explorer 6 or upwards should remedy your problems. However, if you still experience problems please call us for a quote on 0800 027 9367.
A10
Do I need to be the registered owner of the car to have insurance?
Normally the policyholder or their partner needs to be the registered owner of the car. If your circumstances are different from this, please call us on 0800 027 9367 and we may be able to provide you with a quote.
A11
Do you sell classic car insurance?
No, we don’t sell that type of insurance. With our policy, the most that will be paid out is the market value of your car (provided the damage is covered by the policy).
Classic car insurance is a specialist policy where the value of the car is agreed before the policy starts. It suits older cars (usually more than 20 years old) that are driven less than 3000 miles a year.
A12
What is an excess?
An excess is the part of a claim that you will have to pay. Your excesses are located on your Private Car Schedule Section 5 - Policy Excess.
Your documents show the total excess that you would pay in the event of a claim.
If any drivers on your policy are young or inexperienced, the following accidental damage excesses will apply (these are in addition to you policy excesses)
Age 17-20 - £300
Age 21-24 - £200
Age 25 & over who has not held a full licence for 12 months or more - £100
If your policy has a mileage limit (see section 4 Endorsements applying on your Private Car Schedule) you may have to pay additional excess if you have exceeded your annual mileage limit and have a claim. The excess for limited mileage is shown below.
Mileage limit gone over by up to 1000 miles - £250
Mileage limit gone over by more than 1000 miles - £500
Both the young driver excess and the limited mileage excess are in addition to your policy excess
A13
Will I be supplied with a courtesy car while my car is being repaired in the event of a claim?
If you have Comprehensive cover your underwriter will provide a guaranteed free courtesy car to keep you mobile while your own vehicle is being repaired by one of our approved repairers. This will be a small basic car that the authorised garage will provide to you. You will only be given the courtesy car once your car has been assessed and is repairable. If you chose not to use our approved repairer you would not be entitled to a courtesy car.
A14
My car is in the garage for general repairs do I get a free courtesy car?
No. You are only provided with a courtesy car if you have been involved in an accident and your car is repairable through one of our approved repairers.
A15
How do I renew my policy?
Your policy may automatically renew. We will tell you if this is the case on the renewal invitation letter that we will send you a few weeks before your renewal date. You can also contact our Renewals department on 0800 027 6670 and a member of our dedicated staff will be happy to help. Alternatively you can also renew online by clicking here.
A16
Am I covered to use my car for work?
This will be stated on your Private Car Statement of Insurance section 3 Cover and Use or on your Certificate of Motor Insurance in section 7. If you have chosen to use your car to travel to and from 1 permanent place of work then it will state that you have commuting use. If you need your car to go to more then one place of work then you will be required to have business use on your policy.
A17
Can I protect my No Claims Bonus?
If you have 4 years No Claims Bonus or more you are able to protect your bonus at the start of your policy. Having your No Claims Bonus protected will allow you to have two fault claims within a 5-year period without losing the No Claims Bonus that you started your policy with. If you happen to have a fault claim during the year insured you will not be entitled to that years no claim bonus. Adding protected No Claims Bonus may increase the cost of you policy.
A18
Does my policy cover me to drive abroad?
Yes, your policy gives you the minimum insurance you need to drive in the EU for 60 days a year. If you require this then call us on 0800 024 2345 and we will record the details of the planned trip. This is Free of Charge with your policy. For full details of the cover provided and the countries you can driver in, please refer to your policy wording.
A19
Does my policy cover me to drive other cars?
We do not automatically insure you to drive other cars so you should check your Certificate of Motor Insurance. If your policy allows you to drive other cars then the following wording will show under section 6 of your certificate -“The policy holder may also driver (with the owners consent) any car or motor vehicle not belonging to him/her or hired to him/her under a hire purchase agreement”.
If this wording is not displayed then you are not insured to drive other cars.
A20
When will I receive my insurance documents?
We will endeavour to get your insurance documents to you as soon as possible. You should however allow 7 working days for your documentation to arrive by post and 24 hours by email.
A21
How do I make changes to my policy?
You may be able to make a change on the 'My Policies' section. Click here to go to this section or contact our Customer Service department on 0800 280 2203 where our dedicated call centre staff will be pleased to help you.
A22
What if I lose my certificate?
You may also have received your documents by email. Please check your inbox, your user name is your car registration and the password has been emailed to you.
We can replace your Certificate of Motor Insurance for a small charge. To get a replacement certificate click here or call us on 0800 280 2203.
A23
My car has broken down and I do not have breakdown cover. Does my policy cover my car to be towed to a garage?
No. Your policy does not cover you for this. You can however add breakdown cover to your policy. Please click here for more information on our breakdown cover.
A24
Can I make changes to my policy without having to cancel and start a new 12-month policy?
On most occasions we are able to change your policy from a date and time that you request. In some instances your underwriter may not be able to cover your change and a new 12-month policy may be needed.
You may be able to change your policy through the "My Policies" section of our website. Click here to go to this section. You can also call our Customer Services Department on 0800 280 2203 where our dedicated staff will be pleased to help you.
A25
Can I add a temporary driver or car onto my policy?
We may be able to add a temporary driver or car onto your policy for a limited amount of time. In some instances your underwriter may not be able to cover you temporary change depending on the additional driver or car details.
If it is possible to add your additional driver or car there will be an additional cost to pay, We will tell you the cost when you call. You will be charged in 7-day increments. Depending on your underwriter you will be able to cover the additional driver or car for between 1 day and 60 days a year. You may be able to add a driver or an additional car to your policy through the "My Policies" section of our website. Click here to go to this section. You can also call our Customer Services Department on 0800 280 2203 where our dedicated staff will be pleased to help you.
A26
What information do I need to add a driver onto my policy?
You will need to know the following:
-When the driver got their Licences
-Date of Birth
-Occupation
-How long they have been a UK resident
-If they own any vehicle or have access to any other vehicles
-How many years No Claims Bonus they have
-If they have any Criminal Convictions
-If they have any Medical Conditions
-If they have had any Claims in the last 5 years such as Theft, Vandalism or an Accident. We also require the dates and whether the claim was a fault or non-fault.
-If they have had any motoring Convictions with in the last 5 years. We also require dates of any convictions, how many points they received, the offence code and any fine amounts.
-If they have had insurance refused/Cancelled/Special terms imposed
A27
Who can make changes to my policy?
The policyholder, the policyholders spouse/civil partner, the policyholder's partner and any named drivers can make changes to the policy. However only the policyholder can change the address or cancel a policy.
A28
Do I need to provide evidence of my no claim discount?
Yes, if you buy a policy through us you will need to provide evidence of your no claim discount within 22 days. If we do not receive proof of your No Claims Bonus within 22 days there will be a £15 charge added to your policy. If we do not receive it within 30 days the no claims discount that we applied to your policy will be removed and this could result in your policy having an increased premium or your policy being cancelled.
Your proof of no claim discount is usually shown on your renewal invitation from your most recent insurer. We only accept evidence of No Claims Bonus from UK insurers, and if it was been earned on a private car insurance policy. We cannot return your evidence of no claim discount once it has been used for your policy.
The document must show:
-The numbers of years’ no claim discount you have earned
-The expiry date of your last insurance policy
-Any claims you have made
Documents that are accepted:
-Up to date renewal invitation
-Letter of No Claims Bonus from your last insurance company
-Cancellation letter with No Claims Bonus stated
If there has been a gap in insurance cover since your previous motor policy expired, we will require a short covering letter giving the reasons for the gap.
We are unable to accept the following documents as proof of no claim discount:
-Proof of no claim is over two years
-Certificates of insurance
-Insurance quotations
-Proof of no claim already used on another policy
A29
Where do I send my No Claims Bonus?
By Post:
Kwik Fit Insurance Services
Free Post GW8146
Glasgow
G71 5ZZ
By Fax:
01698 804 097
By Email:
Ncb@kfis.co.uk
A30
Who do I call if I have had a Claim?
Please call 0800 280 2029 to speak to a claims advisor.
A31
Who will deal with my claim?
Kwik Fit Insurance holds very limited information about your claim. Your claim will be allocated to either your underwriter or Ageas (administered by IGI) if your claim is a non-fault claim. This information will be provided on your claims reference letter.
A32
Will you keep me informed of the progress of my claim?
Your underwriter or Ageas (administered by IGI) will review your claim at regular intervals and will contact you when necessary. If you have any questions about the progress of the repairs or the courtesy car while your car is being repaired by one of the recommended repairers, please call the repairer in the first instance.
A33
Will I have to pay anything towards the cost of the claim?
Usually, you will have to pay the excess shown in section 5 of your Schedule. If your vehicle is repaired, please pay the excess to the repairer. If it is written off or stolen and not recovered your Underwriter will deduct the excess from any payment they make to you.
1. With comprehensive cover only, while the insured vehicle is being repaired by an approved repairer.
2. With comprehensive policies only.
3. With comprehensive cover only, you will get £20 per day for up to 5 days for hire car costs following the theft of your vehicle.
