Frequently Asked Questions

Accidents and Claims

After a car accident, I had my car repaired at a body shop my Insurance Company referred me to, but I'm not happy with the work that was done. Is there anything I can do about it?

Yes, firstly you should contact the repairer in question and tell them of the problems you are experiencing; they should make arrangements for your vehicle to go back to them for the work to be rectified. If you are still not happy you can contact ULR Norwich on 0844 888 7362.

Do I get a courtesy car if I have an accident?

This depends on a number of factors. You must make a claim through your own policy and have comprehensive cover. You would then receive a courtesy car providing you use the approved repairer, subject to availability and only for the duration of the repairs. If your vehicle is written off, a courtesy car would not be provided.

How do I make a claim?

Should you need to make a claim please contact our claims handling service operated by ULR Norwich on 0844 888 4 888. The lines are open 24 hours a day, 7 days a week. Their specialist team will guide you through the claims process from start to finish.

I have received third party correspondence, what should I do?

Correspondence should be forwarded to ULR Norwich;

HIC Motor Claims
ULR
PO BOX 141
Norwich
NR3 2JJ

I've just been in an accident. How will the Insurer arrange the payment for repairs to my car?

Your Insurer will arrange payment direct with an approved repairer or garage of your own choice. Costs are agreed before work is authorised and you would be expected to pay your policy excess directly to the garage once repairs are complete. If you are claiming using your legal cover you may be able to claim back your excess but should discuss this with your claims handler.

If I need to use Legal Expenses Cover are there any additional costs other than the annual premium?

No, there are no costs at all as the Legal Expenses Policy is free of charge and will cover all costs for assistance in claiming from a third party up to a limit of £100,000 for claims from 4th October 2010. Claims before this date had a limit of £50,000.

What should I do if I've just had a car accident?

Exchange full details with any other party involved ensuring you note their registration number and then contact our claims handling service operated by ULR Norwich on 0844 888 4 888. They can be contacted 24 hours a day, 7 days a week.

Why do I have to pay my excess if an accident is not my fault?

If you have to make a claim from your policy then your excess is payable. You may be able to reclaim this, depending on the circumstances. Your claims handler will advise you how to proceed and whether you should be able to reclaim your excess.

Will I be supplied with a courtesy car while my car is being repaired?

Yes, however this is subject to you using your Insurance Company's approved repairer and subject to availability for the duration of repairs only. In a non fault incident, you may wish to claim using your legal cover. You may then be able to use a hire car and claim back any costs for this from the third party's insurer.

Cancellations

What do I need to do to cancel my policy?

Please call us first so that we can provide you with an estimated cancellation refund. Some policies do not allow any refund upon cancellation. Normally it is more cost effective to keep your policy running. If you wish to cancel your policy, your Insurer will only cancel the policy from the date the received the return of your instructions and your policy documents including the Certificate of Motor Insurance. Please accompany these with a covering letter providing your reason for cancellation.

Contacting us

What do I do if I have a complaint?

We are committed to providing you with the highest level of service but we understand that there may be times when you feel that we haven't done so and wish to raise a complaint. We will always make every effort to resolve this for you quickly and at the earliest possible stage.

In the first instance please call us on 0844 888 4 888 and speak to a member of our Customer Service Team. Our Service Team will listen to you and in the majority of situations be able to resolve your complaint by the close of the next working day. If however this is not possible, we will send you written acknowledgement within five working days. This letter will confirm who is looking after your complaint and enclose a copy of our Complaints Process. We will then write to you again confirming our resolution. If after four weeks your complaint is unresolved, we will write to you again to explain why and confirm when we expect to provide you with a decision.

In the unlikely event that your complaint has not been resolved to your satisfaction, you may contact our Customer Care Manager who will review your complaint and respond with our written final decision. Our Customer Care Manager acts with the full authority of our General Manager.

The contact details for our Customer Care Manager are:

  • Address:
    Customer Care Manager
    Herts Insurance Consultants
    2 The Causeway
    Bishops Stortford
    Hertfordshire
    CM23 2EJ
  • Email: complaints@hertsinsurance.com

If we have not resolved your complaint within eight weeks, or if your complaint is still not resolved to your satisfaction, you have the right to refer your complaint to the Financial Ombudsman Service.

Contact Details:

No Claims Bonus

Do I need to send proof of my No Claims Bonus?

If you have stated that you are using your No Claims Bonus then you will need to send us proof of this from your previous insurer immediately.

My no claims bonus is being used on another car

Some insurers will take this into consideration and allow an enhanced introductory discount.

No Claims Bonus

No claims bonus can only be used on one policy at the same time so ensure that your previous policy is either cancelled, or you have requested that the no claims bonus has been removed from the policy. In either case your Insurers should provide you with some proof as to your no claims entitlement, for example a renewal notice or a cancellation schedule. As long as they show your entitlement you can forward these onto us as your proof of no claims bonus. Alternatively, complete the form provided and we will attempt to contact your previous Insurers for the no claims bonus proof for you. If your quote was based on you having no claims bonus on your first vehicle please either provide written proof from your Insurers, or complete the form (as above). It is less likely that we will be able to obtain the proof verbally though, as your other policy will still be running.

Proof of Company Car No Claims Bonus

You may have had a company car for the last few years and this is your first policy 'on your own'. If this is the case, your no claims bonus would have been earned on the company car. We can allow a discount on our policies for this, but would just need to see proof from your company. This generally is provided in the form of a letter from the Insurers of the vehicle, or a letter from your Company stating the dates that you had the vehicle from and to, and that you had no claims during that time period.

Paperwork and Documents

Agreed Value Forms and Photographs

Agreed value forms are not essential to your policy. Without them, the policy will proceed on a 'market value' basis. Therefore it is beneficial for you to provide the forms, but the policy would not be cancelled if you do not send them. If you have been asked for more than one of the following, we require both (or all) of the forms in order to proceed with the agreed value. Photos - If we have asked for photos of the vehicle, they should be taken square on to the vehicle and make sure it is completely in shot. The Insurers need to be able to see the complete vehicle in order to agree the value you have requested. We also require shots of the engine bay and the interior. For some bigger vehicles, such as motorcaravans, it is better to take more than one picture of the interior. The photos also need to be of good quality with the vehicle clearly visible (for example, no disruption on the photo or no glare). Agreed Value Form - This is to be completed by you, and needs to be fully completed in order for the Insurers to agree the value you have requested. In the top section, make sure that all of the sections are completed. If they are not relevant, please write 'n/a' in the space provided. In the middle section, you need to specify the condition of various parts of the vehicle, and also detail any modifications and restoration work that the vehicle has had. Independent Valuation - This is to be provided by an independent source, such as an owners club. It should be on headed paper and state clearly who has provided the valuation and their qualifications.

Can someone else sign my paperwork for me?

Unfortunately as the main driver is the policyholder the forms need to be signed by them as this is who the agrement with the Insurer and ourselves is being taken out by.

Direct Debit Agreement

Ensure that you read the agreement thoroughly. If you complete the boxes with your card details, the balance of your agreement will be taken should you default on your payments. The form also explains that the policy will be automatically renewed next year, and that we would tell you the payment amount at least 21 days prior to your renewal.

Do I need to state both my engine number and chassis on the modified vehicle report form?

The modified vehicle report form will only need both the engine number and chassis number if there are engine modifications. If this is not the case then you can supply just either the engine number or the chassis.

Driving Licence

You only need to provide a copy of your driving licence - please do not send the original. You should make a copy of the counterpart section, and the front and back of the photocard. If you have the 'old style' licence, please simply copy the whole sheet.

I have received third party correspondence, what should I do?

Correspondence should be forwarded to ULR Norwich;

HIC Motor Claims
ULR
PO BOX 141
Norwich
NR3 2JJ

I know my rough mileage, can I state that on the limited mileage form?

The mileage given has to be as accurate as possible so that we can keep a record of the mileage used within an insurance year. If you cannot provide an accurate reading for this then you may be asked to produce copies of your MOT certificates.

Limited Mileage Declaration

If we have sent you a mileage declaration, your policy has been arranged on a limited mileage basis. You need to provide the mileage of the vehicle from the beginning of the policy, and will be asked to provide the closing mileage when the policy renews or lapses. Should you change your vehicle during the policy, we would require the closing mileage on your original vehicle, and the starting mileage on the new vehicle. We would then calculate the mileage for both vehicles when the policy renews.

Modified Vehicle Report Form

The modified vehicle report form should be completed with all modifications to your vehicle. Ensure that you do tell us ALL modifications, as any non-disclosures could mean that a claim does not get dealt with, or extra premium is added to your policy. In extreme cases the Insurers could null and void your policy. Ensure that you complete the engine and chassis number, as your Insurers require these. Please also ensure that you sign and date the form on the second page.

Proof of Owners Club Membership

If we have asked you for this, a discount would have been allowed on your policy because you are a member of an owners club. If you have a membership card, please provide a copy of this. If you don't have a card, you can provide the name of the club, the membership number and the expiry date. If you are a member of an online club, we would preferably need an email from the administrator of the club to confirm you are a member, which states your full name.

Security/Immobiliser Forms

If your policy requires a certain level of security you would have been told this at the time of the quotation. A lot of vehicles have security fitted as standard; so if this is the case, tick the box on the form that states this. All you then need to do is sign and date the form. If your security is not standard to the vehicle, we would need you to complete the make and model of the security device. If you have a certificate of fitment, you could also send a copy of this in for our records. A Thatcham approved device may be needed - if you are not sure if your device is, you can contact us and we will be able to tell you. A Thatcham Category 2 device is an immobilising system; a Thatcham Category 1 device is an immobilising system with a linked alarm.

Why do we ask for paperwork?

Over the years, HIC have insured thousands of vehicles for their owners. As a result of this we have built long-standing relationships with several insurance companies.

When taking out a policy, you will often be asked to submit some or all of the following paperwork:

  • A copy of the driving licence for all drivers on the policy
  • A completed proposal form
  • A form detailing all modifications
  • Proof of your no-claims bonus
  • Photographs
  • A Security Declaration
  • Written confirmation of expected mileage
  • A Utility Bill
  • Further documentation (occasionally requested to support the policy)

Unfortunately this additional paperwork does generate more work for you and us, but ultimately our customers benefit from our stringent quality control of new policies. This allows us to accurately underwrite the policy and provide correct cover and pricing, particularly should new information come to light of which we were unaware.

Over the years we have successfully negotiated large discounts for our customers and have only been able to do this because of the quality of the business we provide to our insurer partners. It is vital that we protect these discounts enabling us to continue offering our customers fantastic prices on great products. This is why we have to ask for copies of the various documents we have listed.

A few minutes of your time sending us the documents we have requested will therefore allow us to continue offering some of the most competitive rates found anywhere in the UK insurance market.

Payments

How can I pay?

You can pay in full by any of these cards: Visa, Delta, Mastercard, Switch/Maestro or Solo. You can also take advantage of our credit plan by paying a deposit and spread the balance over 9 months by a direct debit from your bank account. This is subject to terms and conditions and credit checks may be required. Unfortunately we are unable to accept cheques.

Policy Terms and Additional Cover

Comprehensive Cover

Comprehensive cover is the highest level of cover that you can get for your car and any damages and injuries arising from it. It usually goves you all risks protection but comprehensive policies differ a lot from provider to provider, so it's advisable to check the policy details. Some insurance policies cover accidental and windscreen damage, personal belongings and audio equipments or a courtesy car, but others keep premiums low by sticking to the basics. Comprehensive cover is recommended for cars for over £1000 in value and is essential for cars worth over £5000. New cars bought on finance have to have fully comprehensive insurance. Usually it covers:

  • Injuries to other people, including passengers
  • Damage to other people's property
  • Accidents caused by your passengers
  • Liability arising from the use of a caravan or trailer, while attached to the car
  • Fire damage and/or theft of your vehicle
  • Accidental damage to your own car
  • Personal accident benefit - certain amounts are paid in the event of the death or permanent disablement of the policyholder (and sometimes his or her spouse of family member)
  • Medical expenses necessarily incurred, up to a stated limit
  • Loss of or damage to personal belongings in the insured car, up to a stated limit

Cover for Track Days

Some of our policies provide an extension allowing you to use your vehicle whilst taking part in a marshalled track day for non-competitive events.

Cover whilst abroad

Most insurers include a maximum period for use abroad at no extra charge, the maximum is normally 90 days per period of insurance. Please note that whilst you are abroad your Insurers provide a reduced level of cover and not all of the policy cover/benefits are included. Cover is not available for all countries.

Do I need Legal Expenses cover if I know a solicitor?

Legal Expenses cover is always a benefit as although you may know a solicitor they may not specialise in Uninsured Loss Recovery. They would also possibly charge you for their assistance. The legal cover with your HIC policy is free of charge.

How much cover does Legal Expenses Cover provide?

In respect of each qualifying accident the sum of £100,000 for claims reported from 4th October 2010. Prior to this date the sum was £50,000 for each qualifying accident.

Modifications

All alterations to your vehicle since it left the manufacturers production line are treated as a modification. We specialise in insuring vehicles that have been modified and most modifications are acceptable, and many without any extra charge.

Third Party Cover

Third party insurance is the minimum level of car insurance required by law in the UK. It is the cheapest option and only covers you for liabilities to other vehicles if you cause an accident. It usually covers:

  • Injuries to other people, including passengers
  • Damage to other people's property
  • Accidents caused by your passengers
  • Liability arising from the use of a caravan or trailer, while attached to the car

Third Party Fire and Theft Cover

Third party fire and theft insurance works like third party but includes protection for your vehicle against any losses through fire and theft. It usually covers:

  • Injuries to other people, including passengers
  • Damage to other people's property
  • Accidents caused by your passengers
  • Liability arising from the use of a caravan or trailer, while attached to the car
  • Loss in the event of theft of your vehicle
  • Damage to your vehicle in the event of fire

What does the Driving of Other Cars extension cover me for?

This is not automatically included and you will need to check your Certificate of Motor Insurance to see if this extension has been provided. This extension of cover provides you with only limited cover and is provided by the Insurer for emergency purposes only. This extension of cover provides you with Third Party Only cover to drive another car that is not owned or registered to you, or on loan to you, or on hire to you. Also this extension only applies to the Policy Holder and not to any of the named drivers.

What is an Agreed Value?

An Agreed Value is available on Classic, Collectable or Modified Vehicles. Depending on the vehicle's condition the listed market value may not reflect the value that could then be reached if you were to sell the vehicle. If you have an agreed value and your vehicle is a total loss, then any offer will be based on the certified value rather than market value. For all agreed value policies, you will be required to supply several photographs and receipts of parts and labour costs for the work that has been done on your vehicle. We will review this and if agreeable we will issue you with an agreed valuation certificate.

Quotations and Mid-term adjustments

How can I reduce the cost of insurance?

There are a number of discounts that could be available to you, they are:

  • Limiting your annual mileage
  • Inclusion of a voluntary excess - this will be in addition to any other excess
  • If you have a Thatcham alarm/immobiliser or tracking device
  • Restrict the driving to yourself or named drivers over 25

My immobiliser is not a standard fit, how do I find out what is fitted on the car?

We usually suggest you either contact the previous owner or dealer as they may have fitted it, or take the car to a garage to see if they can find the make and model.

What information will I need to accept a quote?

In order that we can process your application we will need to following:

  • Your registration number
  • Your payment method including your bank sort code and account number
  • Details of your previous insurer including their name and policy number
  • Your current mileage reading
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