Car insurance – it shouldn’t be a headache, right? You want to feel confident that you understand what you’re covered for, and how claims work, every time you get behind the wheel. That’s why we’ve created the Know your policy series, packed with straightforward information to help you understand your cover.
We’re starting the series by covering the most common questions we get from policyholders.
Driving other cars (DOC)
Does DOC cover all drivers and vehicles on any comprehensive policy?
You never know when you might need to drive a car that isn’t your own – whether it’s a quick errand, an emergency, or just helping out. This is where the DOC section of your policy comes into play. Depending on your job, DOC is usually included in Silver and Gold policies.
It’s only available for drivers over 25 and it only covers the main policyholder. DOC does not cover you for driving these:
- Other types of vehicles
- A ‘new to you’ car that you just bought
It’s important to know that for this part of your insurance to work, your own insured vehicle must not be “too broken to fix”. This means if your car is off the road and cannot be fixed, you won’t be covered to drive someone else’s car.
DOC only provides third-party cover, meaning you are only covered for damage to other vehicles, things or people. It doesn’t cover any damage to the car you borrowed. If you have a policy with us, make sure to check your policy documents to see if you have DOC cover.
Excess
What excess will I have to pay if I make a claim?
When you make a claim, you’ll need to pay the total amount of your voluntary and compulsory excess. Compulsory excess is a fixed amount set by the insurer, while voluntary excess is an additional amount you choose to pay. We provide a full excess breakdown with your quote, and again when you purchase your policy. You can find this information on your schedule, which was sent in your purchase confirmation email, or by logging into the customer portal.
We have different compulsory excess amounts for each policy type, and it can vary depending on the vehicle or ages of the drivers.
Third party details
Do I need to collect third-party details if I’m not planning on making a claim?
Yes. Even if you initially don’t plan on making a claim, failing to collect third-party details can leave you exposed. You might discover hidden damage later or have an injury that you initially dismissed. If this happens and you do not have their details, you won’t be able to make a claim.
Notification only claims
Do I need to report very minor damage to my car, even if I’m not going to make a claim?
Yes, it’s essential for you to let us know about all incidents involving your vehicle. This includes even minor scrapes or dents, no matter who was at fault or whether you plan on making a claim. Failing to report any incidents can lead to complications if you need to make a claim in the future.
Protected NCB (no claims bonus)
Does protected NCB mean my insurance price won’t go up after a claim?
No, protected NCB is not a guarantee that the price of your insurance won’t increase if you make a claim.
You can earn a no claims bonus (NCB) for each claim-free year that you’re on the road, creating discounts that can be applied to the cost of your insurance policy. Protected NCB is an optional add on that helps to protect the discount you have earnt through your NCB. However, it only protects the level of your discount, not your overall premium.
If you make a claim, no matter how minor, or if you weren’t at fault, the cost of your insurance can still increase at renewal. However, with protected NCB, a percentage of discount will still be applied from your NCB, saving you money.
It’s important to know that there is a limit to the number of claims this protection can apply to within a set time.
Fault claims
Are theft claims, vandalism, weather related incidents or being hit by an unknown driver classed as ‘non-fault’ claims?
No, these types of incidents are classed as ‘fault’ claims. A non-fault claim happens when another identifiable person is responsible for the incident, and their insurer agrees to cover the costs – including your excess.
Even if you are not at fault for causing the incident, like if you experience a theft, vandalism or weather-related damage, if there is no identifiable person to recover costs from, it would still be classed as a fault claim.
Our Silver and Gold policies include an uninsured driver promise, which protects your fault claims status.
Split claims
What is a split claim?
A split claim happens when one person isn’t totally to blame for an accident. This means that both driver’s insurance companies will agree to split the costs of the claim. It could be a straight down the middle 50/50, or maybe one person is seen as a bit more responsible, resulting in a 70/30 split in the costs.
However, a common misunderstanding for motorists is that ‘split’ claims are ‘non-fault’ – which unfortunately is not the case. This is because both insurers have covered a cost. You may however still get some compensation/costs covered with the claim.
Want to check something on your policy?
Remember, you can find your policy information on your schedule which was sent in your welcome email, or by logging into the customer portal.
Click here to login. Don’t have an account?
Got a question?
Connect with our agents through Live Chat for personalised support. You can find it at the bottom of the screen. For out of hours support, check out our support hub here.
