CV-19

COVID-19: Customer update

We’re currently experiencing a high volume of calls into our contact centre and whilst we are doing our very best to maintain service levels, we ask that you only call our contact centre if absolutely necessary so we can keep our phone lines available  for vulnerable customers and those who don’t have access to online services.

If you need to check any details or make a change to your policy, please  log in to your Self-Service Centre. It will be much quicker for you to make changes to your policy online at the moment. Once logged in, you can also use our Webchat service which is available Monday- Saturday 8am-6pm and Sunday 10am-4pm to make changes, accept or decline your renewal or if you need to let us know about a claim. To log in, please click here.

We also have some other information that may be useful. Click here to read our FAQ’s, and information on what we are doing to support key workers can be found here.

No Hidden Fees Insurance Policy

Our fees are straightforward and easy to understand

We like to be completely upfront about the fees and charges for our services so you won’t get any nasty surprises later.  Our fees are separate to any premium charges applied, for example, if your premium increases because you have changed your car/van/or moved home.

If you want more details about our approach to pricing please click here.

Check out the table below to find out more.

Car Insurance charges and fees

Fee Description Amount
Amendment Fee If you, or we, make certain changes to your policy after the first 14 days from your policy start date. £20.00
Intermediary service fee

Included in the total cost of your policy is a fee that we charge you for the insurance intermediary services we provide in arranging, servicing and renewing your policy.

This fee does not relate to any of the additional products we may have arranged for you.

£40.00
Failed payment fee If a payment is returned unpaid by your bank or building society. £20.00
Cancellation fee (within 14 days) If you cancel your policy within 14 days this fee will be charged plus an amount in proportion to the period of cover you have enjoyed. £38.00
Cancellation fee (after 14 days) If you cancel your policy after 14 days this fee will be charged plus an amount in proportion to the period of cover you have enjoyed. £60.00

 

Home Insurance charges and fees

Fee Description Amount
Amendment Fee If you, or we, make certain changes to your policy after the first 14 days from your policy start date. £20.00
Intermediary service fee

Included in the total cost of your policy is a fee that we charge you for the insurance intermediary services we provide in arranging, servicing and renewing your policy.

This fee does not relate to any of the additional products we may have arranged for you.

£20.00 (Buildings Insurance)

£20.00 
(Contents Insurance)

£40.00
(Buildings & Contents)

Failed payment fee If a payment is returned unpaid by your bank or building society. £20.00
Cancellation fee (within 14 days) If you cancel your policy within 14 days this fee will be charged plus an amount in proportion to the period of cover you have enjoyed. £35.00
Cancellation fee (after 14 days) If you cancel your policy after 14 days this fee will be charged plus an amount in proportion to the period of cover you have enjoyed. £35.00

 

Van Insurance charges and fees

Fee Description Amount
Amendment Fee If you, or we, make certain changes to your policy after the first 14 days from your policy start date. £20.00
Intermediary service fee

Included in the total cost of your policy is a fee that we charge you for the insurance intermediary services we provide in arranging, servicing and renewing your policy.

This fee does not relate to any of the additional products we may have arranged for you.

£40.00
Failed payment fee If a payment is returned unpaid by your bank or building society. £20.00
Cancellation fee (within 14 days) If you cancel your policy within 14 days this fee will be charged plus an amount in proportion to the period of cover you have enjoyed. £38.00
Cancellation fee (after 14 days) If you cancel your policy after 14 days this fee will be charged plus an amount in proportion to the period of cover you have enjoyed. £60.00

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