Your esure Flex

policy booklet
 Your policy booklet

Contents
01 Welcome

02 How to make a claim

03 Other people and their property

04 Loss or damage to your car

05 Glass damage

06 Extra cover you’ve added

07 Where you’re covered to drive

08 Exclusions that relate to your policy

09 Conditions that relate to your policy

10 Your no claims discount

11 Want to change your cover?

12 Cancelling or renewing your cover

13 If you want to complain

14 Handy contact details

15 Key words and terms

 Your policy booklet

Contents 01 Welcome
01. Welcome
Hi julie,
02. How to make a claim
Thanks so much for choosing us for your car insurance. We’ll be looking
03. Other people and their after you and your car 24/7.
property
This policy booklet tells you exactly what you are and aren’t covered for,
04. Loss or damage to your
as well as how to make a change, submit a claim and get help if
car
something goes wrong.
05. Glass damage

06. Extra cover you’ve added We’re always here for you
07. Where you’re covered to Your Account is a really easy way to manage your policy. You can access
drive it by visiting esure.com/login and following the link to log in.

08. Exclusions that relate to If you need to speak to us, you can ask our chatbot a question. It’s
your policy available 24/7 or live chat, which is available during our customer
service opening hours, with one of our specialists. Get started here.
09. Conditions that relate to
your policy
Live chat is available Monday-Friday 8am-8pm, Saturday 9am-
10. Your no claims discount
5pm, and Sunday 9am-2pm. Bank holiday hours may apply so
11. Want to change your please check on our website
cover?
Claims phone lines are open Monday-Friday 8am-8pm, Saturday
12. Cancelling or renewing 9am-5pm
your cover
If the accident has happened outside of our opening hours please
13. If you want to complain call 0345 606 1373
14. Handy contact details

15. Key words and terms

 Your policy booklet

Contents
At a glance
01. Welcome
If you're in a hurry, here’s some vital information for you to quickly get
02. How to make a claim the help you need.
03. Other people and their
Following an accident
property
Please report all accidents to us - whether you're going to make a claim
04. Loss or damage to your
or not. You can do this through your Account or by calling 0345 606
car
1373.
05. Glass damage
Accessing Roadside Recovery after an incident
06. Extra cover you’ve added
If your car can't be moved after an accident, you can call 24/7 and our
07. Where you’re covered to
service provider will arrange recovery straight away.
drive

08. Exclusions that relate to Call: 0800 085 8533

your policy

09. Conditions that relate to

Are all your details correct? Please check and let us know as
your policy
soon as possible if they’re not.
10. Your no claims discount
Please read your schedule carefully. If anything looks inaccurate,
11. Want to change your please update your details straight away via your Account. If you
cover? don't, it could lead to:

12. Cancelling or renewing your insurance being invalid

your cover
a claim being rejected or reduced
13. If you want to complain

14. Handy contact details

additional terms being applied to your insurance

15. Key words and terms your policy being cancelled or treated as if it never existed
 Your policy booklet

Contents
Privacy notice
01. Welcome
Information about how your personal data is used can be found at
02. How to make a claim esure.com/privacy.
03. Other people and their
property About esure Services Limited
04. Loss or damage to your
esure Services Limited acts on your behalf to arrange and administer
car
your policy and the optional extras/lifestyle packs as set out in Your
05. Glass damage Agreement with esure Services Limited. To make things simple, you
only need to contact esure Services Limited, in relation to your policy.
06. Extra cover you’ve added

07. Where you’re covered to Your policy

drive
Your policy is a legally binding contract between you and the
08. Exclusions that relate to
underwriters providing your insurance cover.
your policy
Your policy has been arranged for you by esure. They are also
09. Conditions that relate to
responsible for administering your policy. They do this under a separate
your policy
contract with you called Your Agreement with esure Services Limited.
10. Your no claims discount Their fees and charges are set out in that document.

11. Want to change your In exchange for your premium, Underwriters will provide the cover
cover? shown in your policy. Your policy is made up of:
12. Cancelling or renewing
This policy booklet
your cover
Schedule
13. If you want to complain Certificate of insurance

14. Handy contact details These documents need to be read together as they set out the full
details of your policy to include the cover, exclusions, terms and
15. Key words and terms
conditions. Please keep them safely together.
 Your policy booklet

Contents
Your obligations
01. Welcome
Your policy is based on the information you provided when you applied
02. How to make a claim for your policy. You must make sure that all the information you have
03. Other people and their
provided is true and correct at all times. You must also pay the premium
property
and keep to the terms and conditions.

04. Loss or damage to your It's really important that you read and understand the policy you have
car bought. If you have any questions, any details are incorrect or if you
want to change anything, please get in touch using chatbot or live chat
05. Glass damage
which can be accessed through your Account. Also, to ensure that you
06. Extra cover you’ve added always have cover, please tell us immediately when anything changes
or is incorrect otherwise your policy may not be valid.
07. Where you’re covered to
drive
Authorisation
08. Exclusions that relate to
your policy We are authorised by the Prudential Regulation Authority and regulated
by the Financial Conduct Authority and Prudential Regulation Authority.
09. Conditions that relate to
Firm Registration Number 203350. Cover under optional extras/lifestyle
your policy packs may be provided by other underwriters the details of which will
10. Your no claims discount be shown in the relevant policy booklet. All Underwriters are authorised
by the Prudential Regulation Authority and regulated by the Financial
11. Want to change your Conduct Authority.
cover?
You can check details of authorised companies on the Financial Services
12. Cancelling or renewing
Register by visiting the website fca.org.uk/firms/systems-
your cover
reporting/register.
13. If you want to complain

14. Handy contact details Governing Law

15. Key words and terms This insurance is governed by English law and all communication shall
be conducted in English. The courts of England and Wales will have
sole jurisdiction in relation to any dispute.

Rights of Third Parties

This contract is between you and the Underwriters. Nobody else has
any rights they can enforce under this contract, including under the
Contract (Rights of Third Parties) Act 1999, except those under the
Road Traffic Act.
 Your policy booklet

Contents
Compensation arrangements
01. Welcome
We are covered by the Financial Services Compensation Scheme
02. How to make a claim (FSCS). In the unlikely event that any firm providing insurance goes out
03. Other people and their
of business or into liquidation, you may be entitled to compensation
property
from the FSCS.

04. Loss or damage to your Generally, the FSCS may arrange to transfer a policy to another insurer,
car provide a new policy or, if these actions are not possible, provide
compensation.
05. Glass damage
Further information about compensation scheme arrangements is
06. Extra cover you’ve added
available from the FSCS at PO Box 300, Mitcheldean, GL17 1DY or call:
07. Where you’re covered to 0800 678 1100 or 020 7741 4100 or visit www.fscs.org.uk.
drive

08. Exclusions that relate to

your policy

09. Conditions that relate to

your policy

10. Your no claims discount

11. Want to change your

cover?

12. Cancelling or renewing

your cover

13. If you want to complain

14. Handy contact details

15. Key words and terms

 Your policy booklet

Contents 02 How to make a claim

01. Welcome

02. How to make a claim If you’ve had an accident

03. Other people and their If you're involved in an accident, put your safety first with these 4
property steps:

04. Loss or damage to your 1. Turn off your engine

car 2. Switch on your hazard lights
3. Get everyone out of the car and to a safe place
05. Glass damage
4. Call 999 if anyone’s injured or the road is blocked
06. Extra cover you’ve added
Remember, you and your passengers are more important than your
07. Where you’re covered to car.
drive

08. Exclusions that relate to We're aware that not all claims are accidents. If your car has been
your policy stolen or damaged please let us know as soon as possible.

09. Conditions that relate to It's important that you report anything that happens to your vehicle as
your policy soon as it's safe to do so. Usually, the easiest and quickest way to make
10. Your no claims discount
a claim or to notify us of anything that’s happened is by logging into
your Account or call 0345 606 1373.
11. Want to change your
cover?

12. Cancelling or renewing

your cover

13. If you want to complain

14. Handy contact details

15. Key words and terms

 Your policy booklet

Contents
01. Welcome What to do if you’re involved in an accident
02. How to make a claim
What’s… ...required
03. Other people and their
property
Tell us about any other vehicles Vehicle registration number,
involved make, model – get it all down.
04. Loss or damage to your
car Tell us about any other drivers What’s their name, where do
they live, what’s their phone
05. Glass damage number?
06. Extra cover you’ve added
Don’t forget their insurance You’ll need to swap yours with
07. Where you’re covered to details any other drivers.
drive
Tell us about any passengers Have they been injured? Try to
08. Exclusions that relate to including third party obtain their name(s) and contact
your policy passengers details.
09. Conditions that relate to
Was anyone else hurt? Make notes of their injuries, as
your policy
best as you can.
10. Your no claims discount
Were there any witnesses? Grab their details too, if possible.
11. Want to change your
cover? Got your phone handy? If it’s safe to do so, take photos or
videos.
12. Cancelling or renewing
your cover Did the emergency services Give us the police incident
attend the scene? number and the police officer’s
13. If you want to complain
name.
14. Handy contact details
We know it’s a lot to ask, especially following the shock of an accident,
15. Key words and terms
but please try to gather as much information at the scene as you can.

If your car isn’t driveable remember to take out any personal or valuable
possessions before you leave it.
 Your policy booklet

Contents
And what not to do
01. Welcome
Some things you could do without thinking could put you at a
02. How to make a claim disadvantage. So, please don’t:
03. Other people and their
property Take the blame or admit fault (even if you feel guilty)
04. Loss or damage to your
car Offer to pay for any repairs

05. Glass damage

Reply to a third party who contacts you, even if it's a court or a
06. Extra cover you’ve added solicitor. It might seem rude, but if you're sent a notice of
prosecution, inquest, fatal accident enquiry, court summons or
07. Where you’re covered to
claim form, don't respond. Instead, send it straight to us. We'll
drive
manage the communication for you. That's what we're here for.
08. Exclusions that relate to Just Get in touch with us by visiting esure.com/login, logging
your policy into your Account and click ‘Need help?’

09. Conditions that relate to Admit liability for, or negotiate to settle, any claim without our
your policy written permission. We have full discretion in the settlement of
your claim or any legal proceedings which may arise and we may
10. Your no claims discount
take over, defend or settle, or take up the claim in your name for
11. Want to change your our own benefit. You and anyone covered by the policy must
cover? provide all the information, documentation and help we need to
do this
12. Cancelling or renewing
your cover
What happens once you make your claim?
13. If you want to complain
We’ll start working on your case as quickly, fairly and seamlessly as
14. Handy contact details
possible. We’ll probably ask you for some extra information to help us
15. Key words and terms settle your claim. This includes things like:

Proof of ownership – basically, something to show you own or

have a legal interest in the car or whatever it is you are claiming
for

Data from your car – showing how well it was working and how
it was being driven e.g. your dash cam

Other cover you might have – sometimes, other insurers will

contribute towards your claim
 Your policy booklet

Contents
When we wouldn’t cover your claim
01. Welcome
Here are a few examples but this list is not exhaustive:
02. How to make a claim
If the driver of your car was driving while unfit due to drink or
03. Other people and their
drugs, damage to your car will not be covered. If we have to pay any
property
claim made by a third party we can recover those costs from you. Also,
04. Loss or damage to your we wouldn’t pay any personal accident benefit to anyone who was
car driving under the influence of drink or drugs.

05. Glass damage If your car wasn’t registered with the UK’s Driving and Vehicle
Licensing Authority (DVLA) or the registered keeper details were
06. Extra cover you’ve added
incorrect.
07. Where you’re covered to
drive
If we suspect fraud. If you or anyone representing you misrepresents
the facts when making a claim, we might not settle the claim.
08. Exclusions that relate to
your policy
In these situations, we might also:
09. Conditions that relate to
your policy
Cancel the policy and any other policies underwritten by us or
10. Your no claims discount treat them as though they never existed

11. Want to change your Keep any premiums you’ve paid

cover?

12. Cancelling or renewing Take back any money we may have already paid to you
your cover
Notify the police and/or other authorities
13. If you want to complain

14. Handy contact details

15. Key words and terms

 Your policy booklet

Contents 03 Other people and their property

01. Welcome

02. How to make a claim What you’re covered for

03. Other people and their Legal liabilities
property
You will be covered for everything you are legally responsible to pay
04. Loss or damage to your due to an accident involving your vehicle causing:
car
Another person’s death or injury
05. Glass damage Damage to third-party property - damages are limited to a
06. Extra cover you’ve added
maximum of £20 million per event

07. Where you’re covered to

drive You will also get the cover described in this section while your vehicle is
towing a single trailer or broken-down vehicle.
08. Exclusions that relate to
your policy Please note that damage to the trailer or broken-down vehicle or any
items carried in them are not covered.
09. Conditions that relate to
Cover when you’re driving other cars
your policy

10. Your no claims discount Where your certificate of insurance says so, we'll also cover your legal
liability when you drive any other car. This is restricted to third party
11. Want to change your only cover, provided:
cover?
It's not owned by you, or hired or leased to you under a hire
12. Cancelling or renewing
purchase or leasing arrangement
your cover
The car is road legal
13. If you want to complain It’s not designed to carry more than 8 people and weighs less than
3.5 tonnes gross vehicle weight
14. Handy contact details There’s no other insurance in place that gives you the same cover
15. Key words and terms The owner has insured the car and given you permission to drive it
You’re driving the car in the UK, the Isle of Man or the Channel
Islands
You still have your car, and it hasn’t been sold, declared SORN,
written off or damaged beyond cost-effective repair
 Your policy booklet

Contents Cover for others in your car

01. Welcome
We will also provide cover under this section for:
02. How to make a claim
Anyone who’s named on your certificate of insurance if they’re
03. Other people and their driving your car with your permission
property Any passenger in your car
Anyone who is getting into or out of your car
04. Loss or damage to your
car
Medical expenses
05. Glass damage
We’ll pay medical expenses up to the amount shown in your schedule
06. Extra cover you’ve added for anyone injured in your car following an accident.
07. Where you’re covered to
drive Personal accident benefit

08. Exclusions that relate to If you or your partner are injured due to an accident involving your car
your policy while travelling, entering or exiting your car, and within 3 calendar
months that this injury is the sole cause of:
09. Conditions that relate to
your policy Death
Permanent loss of sight in one or both eyes, or
10. Your no claims discount
Loss of one or more limbs
11. Want to change your
cover?
We’ll pay the injured person or their legal representatives the amount
shown in your schedule.
12. Cancelling or renewing
your cover Your schedule tells you the maximum amount we’ll pay in any period of
cover.
13. If you want to complain

14. Handy contact details Motor legal advice helpline

15. Key words and terms We provide you with a motor legal advice helpline. This is available
24/7 on 0345 850 9596

Emergency medical expenses

We’ll pay for emergency medical treatment as set out in the Road Traffic
Act.
 Your policy booklet

Contents Legal costs

01. Welcome
If you or any person has an accident covered by this section, we’ll pay:
02. How to make a claim

03. Other people and their Solicitors fees’ to represent that person at a coroner’s inquest or
property fatal injury inquiry, as long as we have agreed to do so
beforehand
04. Loss or damage to your
car The cost of reasonable legal services, which we’ll arrange, to
defend that person against a charge of manslaughter or causing
05. Glass damage
death by careless, or dangerous driving or in a magistrates’ court
06. Extra cover you’ve added proceedings involving allegations arising out of a collision with a
third-party vehicle or pedestrian
07. Where you’re covered to
drive We’ll only arrange such legal services where it’s more likely than not
that the defence will be successful.
08. Exclusions that relate to
your policy Such cover is limited to instances where it's in our own interest to make
09. Conditions that relate to
payments for the purpose of defending or representing you and any
your policy
other person covered by this section.

10. Your no claims discount As the insurer or last known insurer of the car, we may be responsible
to pay for any third-party claim that arises. If we have had reason to
11. Want to change your
reject a claim for damage to your vehicle, we may still need to settle the
cover? third-party claim. In these circumstances we can recover any of these
12. Cancelling or renewing costs from you directly.
your cover

13. If you want to complain So, what’s not covered?

14. Handy contact details
Injury or death resulting from suicide or attempted suicide
15. Key words and terms

Anyone who was driving while unfit to drive through drink or

drugs or while their alcohol blood level proportion was over the
legal limit at the time of the accident, or who is charged with
failure to supply a specimen when requested by the police or
other official body

Any person already insured with us and claiming personal

accident from another policy held with us
 Your policy booklet

Contents
01. Welcome Other situations where you aren't covered
02. How to make a claim
In brief In more detail
03. Other people and their
When you’re driving a hired car If you’ve rented a car and you’re
property
required to take out insurance
04. Loss or damage to your through the hire company.
car
When your driving licence isn’t For example, driving a manual
05. Glass damage valid or you’re breaking the when you only have an
06. Extra cover you’ve added
conditions of your licence ‘automatic’ licence.

07. Where you’re covered to Deliberate or criminal acts by This includes deliberate damage,
drive you or a named driver that road rage incidents, and avoiding
cause loss, damage, injury or lawful arrest.
08. Exclusions that relate to
death
your policy

09. Conditions that relate to

When there’s other insurance We won’t pay out in full but we
that covers the same liability might share the responsibility.
your policy

10. Your no claims discount Releasing a car that’s been A car which has been seized by,
lawfully seized or on behalf of the government or
11. Want to change your public authority, and is being
cover? driven under the ‘driving other
12. Cancelling or renewing cars’ extension, or is a temporary
your cover additional or substitute vehicle on
your policy.
13. If you want to complain

14. Handy contact details

15. Key words and terms

 Your policy booklet

Contents 04 Loss or damage to your car

01. Welcome

02. How to make a claim What you’re covered for

03. Other people and their Accidental or malicious damage to your car and its accessories.
property
Loss or damage to your car and its accessories due to fire, lightning,
04. Loss or damage to your explosion, theft or attempted theft.
car
We will
05. Glass damage

06. Extra cover you’ve added Pay to get it fixed, or

07. Where you’re covered to
drive Replace what’s been lost or damaged, or

08. Exclusions that relate to

Pay for what's been lost or damaged
your policy

09. Conditions that relate to

We’ll decide which of these methods will be used to settle your claim.
your policy
You’re also covered for
10. Your no claims discount

11. Want to change your

Child car seats (up to £100 for each one, even if there’s no
cover?
obvious damage)
12. Cancelling or renewing
In-car equipment – permanently fitted gadgets like a sound
your cover
system, TV, DVD player, games console, sat nav, and dash cam.
13. If you want to complain We pay for the replacement amount if they were fitted from new
by the manufacturer
14. Handy contact details

15. Key words and terms

You’re also covered if you’re hit by an uninsured driver.

You won’t have to pay any excess if you’re able to provide us with
the uninsured driver’s name, address and vehicle registration
number

Got an electric car? We'll also cover:

Charging cables so long as they are plugged into your vehicle to

charge it.

The battery regardless of whether it's owned or leased

 Your policy booklet

Contents
So, what’s not covered?
01. Welcome
In brief In more detail
02. How to make a claim
Deliberate accidents If you or a named driver deliberately stage an
03. Other people and their
accident that involves your car, or arrange for
property
someone else to.
04. Loss or damage to your
car
Deliberate damage By you, a named driver on your policy or by
someone else but arranged by you.
05. Glass damage
Depreciation We won’t compensate you for any decrease
06. Extra cover you’ve added
in the value of your car following a repair
07. Where you’re covered to covered by your policy.
drive
Excesses You'll find your excesses detailed in your
08. Exclusions that relate to schedule.
your policy
These will apply unless your car is stolen
09. Conditions that relate to
from a private, locked garage or the damage
your policy
was caused by someone in the motor trade
10. Your no claims discount while they were fixing or servicing it on
licensed premises.
11. Want to change your
cover?
If you get your car fixed by someone who
12. Cancelling or renewing isn’t one of our recommended repairers,
your cover there’ll be an additional excess of £200 on
top of your other excesses.
13. If you want to complain
Electrical equipment Any electrical equipment that’s not
14. Handy contact details
permanently fitted.
15. Key words and terms
Repair or Any part of a repair or replacement that has
replacement that improved your car’s condition compared to its
improves your cars condition before the loss or damage.
condition

Legal removal If any government, public or local authority

takes, keeps or destroys your car – for
instance, you’re towed away for parking
illegally.
 Your policy booklet

Contents In brief In more detail

01. Welcome
Loss or damage if This applies if:
02. How to make a claim your car wasn’t
properly secured Your car wasn’t locked, or a window or
03. Other people and their roof was left open.
property You left your keys in or on your car.
Your car doesn’t have an active and
04. Loss or damage to your
working security or tracking device, and
car
it’s a condition of your policy.
05. Glass damage

06. Extra cover you’ve added Loss or damage You’ll need to support your claim with a crime
caused by an reference number (CRN), so you must report
07. Where you’re covered to unreported theft or the theft or attempted theft to the police.
drive attempted theft
08. Exclusions that relate to
Mechanical, Including breakdowns, defects, user errors
your policy
electrical or and the effect of cyber attacks/events.
09. Conditions that relate to computer failures
your policy
Misfuelling The cost of draining fuel from your car if you
10. Your no claims discount put in the wrong type.
11. Want to change your
SORN damage Damage other than fire that happens when
cover?
your car’s declared off the road under a
12. Cancelling or renewing Statutory Off Road Notification (SORN).
your cover
Trailers on tow We don’t cover any trailer that your car is
13. If you want to complain towing, including caravans. However, any
claims made by a third party will be covered
14. Handy contact details
if a trailer or vehicle becomes detached. We
15. Key words and terms also cover damage to your car if being towed
and involved in an accident – even if you’re
not travelling with it.

Tyre damage Resulting from braking, kerbing, punctures,

cuts, or bursts.

Use without If a family member, or someone living with

permission you, uses your car without your permission.

Wall Charges Any damage to, or loss of a wall mounted

electric charging point

Wear and tear The deterioration you’d expect from using

your car day to day.
 Your policy booklet

Contents
How we’ll settle your claim for loss or damage
01. Welcome
If you use one of our recommended repairers
02. How to make a claim

03. Other people and their

You don’t need to get an estimate. Our repairer will see to that
property
and start work as soon as possible
04. Loss or damage to your
car The repair work comes with a 5-year guarantee while the parts
will be covered by the manufacturer’s warranty.
05. Glass damage
Our repairers might use parts that aren’t made by your car’s
06. Extra cover you’ve added
manufacturer but are still an equivalent part. We’ll pay up to the
07. Where you’re covered to cost shown in the supplier’s UK price list plus any reasonable
drive fitting costs

08. Exclusions that relate to We have recommended repairers across the UK mainland
your policy

09. Conditions that relate to Courtesy car

your policy

10. Your no claims discount A courtesy car is provided while your car is being repaired by our
recommended repairer as part of a valid claim, as long as you
11. Want to change your
have a comprehensive policy which remains in force for the
cover?
duration of repairs. We aim to provide a courtesy car to you
12. Cancelling or renewing within 2 working days from when your car goes in for repair
your cover
Policy terms and conditions apply whilst using the courtesy car
13. If you want to complain

14. Handy contact details You will be responsible for the courtesy car, including paying for
fuel and any parking fines, motor offences and fixed penalties,
15. Key words and terms and any congestion or toll charges incurred

A courtesy car is not available under this section if your car has
been stolen and not found, or considered to be a total loss

If we decide that your car is a total loss after providing the

courtesy car, it will be withdrawn

It’s not available for windscreen-only claims

A courtesy car is not available if you suffer an accident or loss

when driving outside the UK
 Your policy booklet

Contents
If you use a non-recommended repairer
01. Welcome

02. How to make a claim Send us a detailed estimate from the repairer, plus details of the
accident or damage, as soon as possible
03. Other people and their
property We will not provide a courtesy car
04. Loss or damage to your
car We’ll pay to have your car fixed only if we’ve agreed the costs
first
05. Glass damage
We'll only pay for repairs that were caused by the accident and
06. Extra cover you’ve added
are reasonable and necessary
07. Where you’re covered to
drive
You’ll need to pay an additional £200 excess on top of any other
excesses
08. Exclusions that relate to
your policy We can reject an estimate

09. Conditions that relate to

your policy If your car’s not driveable

10. Your no claims discount We'll pay reasonable costs to have it taken to the nearest suitable
garage and delivered to your home once fixed. We'll also transport you
11. Want to change your
and any passengers to a safe place. If the car can't be fixed, we may put
cover?
it into safe storage before it's sold or taken for scrap, as at this point the
12. Cancelling or renewing car will belong to us.
your cover
New car replacement
13. If you want to complain
We’ll replace your car with a new one of the same make and model if:
14. Handy contact details
Your car is less than a year old, and
15. Key words and terms

You or your partner were the first registered keeper, and

It’s been stolen and not recovered or the cost of repairing the car
is more than 55% of the manufacturer’s latest UK list price
(including taxes), and

The legal owner agrees

If we can’t find a replacement, we’ll give you or the legal owner, either
what you paid for it or what it currently costs to buy, whichever is less.
 Your policy booklet

Contents If we decide your car's a total loss

01. Welcome
We'll pay the legal owner no more than the car’s market value. If
02. How to make a claim
you obtained the car via a lease, contract hire or contract
03. Other people and their purchase agreement; we'll pay the outstanding finance, up to the
property car's market value, to the legal owner.

04. Loss or damage to your

car You will still be responsible for the policy excesses applicable to the
claim, if applicable.
05. Glass damage
After making this payment the car will belong to us.
06. Extra cover you’ve added

07. Where you’re covered to You won't get a refund even if you’ve paid your premium in full.
drive
If you have a personalised number plate, you'll have 6 weeks from the
08. Exclusions that relate to date we advise you that the car is a total loss to contact the DVLA and
your policy transfer it onto a DVLA Retention Certificate in your name. We'll be
happy to do this for you, but the DVLA will make a charge for this. This
09. Conditions that relate to
can either be taken as a one-off cost or we can deduct this from your
your policy
claim settlement.
10. Your no claims discount
Your car will be a total loss if the cost of your claim is more than the
11. Want to change your difference between the market value of the car before the accident or
cover? loss and the current value of the car after the accident or loss.
12. Cancelling or renewing
your cover

13. If you want to complain

14. Handy contact details

15. Key words and terms

 Your policy booklet

Contents 05 Glass damage

01. Welcome

02. How to make a claim Making a claim as soon as you spot a chip means our service
provider may be able to fix it rather than replace it. This means
03. Other people and their you’ll pay a smaller excess. The easiest way to make a glass claim
property is via your Account or call our service provider on 0800 085
8459.
04. Loss or damage to your
car

05. Glass damage

What you’re covered for
06. Extra cover you’ve added
If your windscreen is chipped, cracked or smashed, we’ll fix or replace it.
07. Where you’re covered to
Claiming for a windscreen also doesn’t affect your no claims discount.
drive
Make your claim as soon as you spot a chip, though, because it could
08. Exclusions that relate to quickly turn into a more expensive job.
your policy
Your cover also extends to your side and rear windows, recalibrating any
09. Conditions that relate to advanced electronics that relate to the windscreen, and fixing scratches
your policy or damage to the bodywork caused by the broken glass.
10. Your no claims discount

11. Want to change your

So, what’s not covered?
cover? In brief In detail

12. Cancelling or renewing

Excesses The amount you must pay
your cover
towards any claim for loss or
13. If you want to complain damage to your car or other
specified instances of damage or
14. Handy contact details loss. The amounts are shown in
15. Key words and terms
your schedule.

You’ll find your excesses for any

windscreen repair and
replacement in your schedule.

Using your own repairer If you choose to use your own

repairer the most we’ll pay
towards your claim is £100
 Your policy booklet

Contents In brief In detail

01. Welcome
Hood or roof structures We won’t pay to replace the hood
02. How to make a claim or roof structure of your
convertible or cabriolet car.
03. Other people and their
property
Sunroofs and roof panels We won’t pay for the repair or
04. Loss or damage to your replacement of damaged glass in
car sunroofs or fixed or moveable
glass roof panels.
05. Glass damage

06. Extra cover you’ve added We may be able to consider a

claim for these under section 4 -
07. Where you’re covered to 'Loss or damage to your car'.
drive

08. Exclusions that relate to

your policy

09. Conditions that relate to

your policy

10. Your no claims discount

11. Want to change your

cover?

12. Cancelling or renewing

your cover

13. If you want to complain

14. Handy contact details

15. Key words and terms

 Your policy booklet

Contents 06 Extra cover you’ve added

01. Welcome
Any optional extras or lifestyle packs you’ve chosen will be shown in
02. How to make a claim your schedule.

03. Other people and their To check your cover, just go to your Account.
property
It’s important to point out that we don’t offer any advice or
04. Loss or damage to your
recommendations as to whether any specific product and optional
car
extras meet your specific insurance requirements.
05. Glass damage

06. Extra cover you’ve added Breakdown

07. Where you’re covered to You have chosen to buy our breakdown cover. Details of what this
drive covers you for can be found in your separate breakdown booklet.

08. Exclusions that relate to

your policy

09. Conditions that relate to

your policy

10. Your no claims discount

11. Want to change your

cover?

12. Cancelling or renewing

your cover

13. If you want to complain

14. Handy contact details

15. Key words and terms

 Your policy booklet

Contents
Motor Legal Protection
01. Welcome
If you have been involved in a motor non-fault or partial non-fault
02. How to make a claim accident, we can help you, anyone else named on your policy and any
03. Other people and their
passengers in the car, to recover your uninsured losses.
property
For assistance, please call our claims team on 0345 603 7872.
04. Loss or damage to your
car
For defence of motor prosecution claims or motor database disputes,
please call our legal advice helpline 24/7 on 0345 850 9596.
05. Glass damage
What's covered
06. Extra cover you’ve added
The maximum we will pay for legal costs per incident (excluding motor
07. Where you’re covered to
database disputes) is £100,000 (including VAT).
drive
If we decide that you were at fault for the accident, then you won’t be
08. Exclusions that relate to
covered for the uninsured losses.
your policy

09. Conditions that relate to If you’re unhappy with that decision, you can ask our lawyers to provide
your policy a second opinion.

10. Your no claims discount Uninsured loss recovery

11. Want to change your When you make a claim to recover your uninsured losses, we will
cover? assess the legal merits of the claim based on the facts presented to us
and whether you have reasonable prospects for success.
12. Cancelling or renewing
your cover
We will also consider whether, applying proportionality, it is reasonable
13. If you want to complain that your costs be paid under this section.

14. Handy contact details If legal assistance is necessary, we will appoint an authorised
representative to deal with your claim before the commencement of any
15. Key words and terms
enquiry or proceedings.
 Your policy booklet

Contents
We will pay legal costs to recover financial losses such as your excess,
01. Welcome travel expenses or loss of earnings provided:

02. How to make a claim You and the insured car are involved in a non-fault or partial non-
fault road traffic accident, or
03. Other people and their
property
You are a pedestrian that has been involved in a non-fault road
04. Loss or damage to your
traffic accident which has resulted in your death or injury.
car

05. Glass damage

We will pay legal costs to recover compensation for personal injury,
provided:
06. Extra cover you’ve added
You and the insured car are involved in a non-fault road traffic
07. Where you’re covered to accident (including when the other car and/or driver cannot be
drive identified).
08. Exclusions that relate to
Motor prosecution defence
your policy
We will pay legal costs to defend you from prosecution for an offence
09. Conditions that relate to
involving the use of the insured car.
your policy

10. Your no claims discount So, what’s not covered?

11. Want to change your Pleas of mitigation that are against the public interest
cover? Legal costs where funding is available to you through legal aid
from the Legal Aid Agency, or any other public body, insurance
12. Cancelling or renewing
policy, trade union or employer
your cover
Parking offences that do not result in penalty points on your
13. If you want to complain licence
Further legal costs after a guilty verdict
14. Handy contact details
We can recover our legal costs from you and your cover under this
15. Key words and terms
section will end, where you stop defending the claim without our
consent and the support of your solicitor.

Motoring database dispute

We will pay legal costs up to £10,000 (including VAT) to represent you

in a dispute with the police, government agency, or insurer concerning
incorrect information held about you or the insured car.
 Your policy booklet

Contents Legal advice helpline

01. Welcome
The helpline is available 24/7 on 0345 850 9596 to provide you with
02. How to make a claim confidential legal advice on any motor-related incidents, losses, and
injury.
03. Other people and their
property The helpline also provides your family and friends with advice in an
initial telephone call on any matter involving injury, not just road traffic
04. Loss or damage to your
accidents.
car

05. Glass damage

If you require advice about what is insured under your policy, the
helpline will assist you in submitting a claim.
06. Extra cover you’ve added
So, what's not covered?
07. Where you’re covered to
drive In brief In detail
08. Exclusions that relate to
Costs you are Expenses, damages, fines, or other penalties
your policy
ordered to pay by a you are asked to pay by a criminal court.
09. Conditions that relate to court
your policy
Incidents where you You haven't made a claim under your policy
10. Your no claims discount haven’t made a for the damage unless the cost of the repairs
11. Want to change your
claim on your policy is less than your excess. Unless you are
cover?
requesting legal support for a database or
prosecution incident.
12. Cancelling or renewing
your cover Costs incurred Any legal costs incurred prior to you being
before receiving a notified by the Police or the Crown
13. If you want to complain
notice of Prosecution Service that you may be
14. Handy contact details prosecution prosecuted for a motoring offence.

15. Key words and terms Disputes between Any costs that arise from a dispute between
you and us you and us.

Payments made to Any payment made to any party pursuing

any party pursuing your uninsured loss claim as a success fee
your uninsured loss under the terms of a conditional fee
claim agreement (CFA) or a damages-based
agreement (DBA).

Costs when there’s Costs for a claim to recover your uninsured

no reasonable losses where there are no reasonable
prospect of the prospects of the claim succeeding or a more
claim succeeding advantageous outcome being obtained.
 Your policy booklet

Contents So, what's not covered?

01. Welcome
In brief In detail
02. How to make a claim
When costs for Costs for a claim to recover your uninsured
03. Other people and their
recovering losses where we are no longer satisfied that
property
uninsured losses are the overall advantage expected from you,
04. Loss or damage to your unjustified taking or being a party to or continuing legal
car proceedings justifies the likely costs.

05. Glass damage Motor database Disputes where there are no reasonable
disputes prospects of changing information held about
06. Extra cover you’ve added
the insured car or your driving record.
07. Where you’re covered to
drive Other disputes Disputes relating to incorrect information
being held about your credit history or other
08. Exclusions that relate to non-motoring related information.
your policy
Challenging For motoring database disputes, this cover is
09. Conditions that relate to
decisions or limited to rectifying inaccurately recorded
your policy
judgements made by information and not challenging decisions or
10. Your no claims discount insurers or others judgements made by insurers or the
police/government agencies.
11. Want to change your
cover? Claims where you Claims where you cause delay or do not give
12. Cancelling or renewing
have held matters reasonable assistance to us and where this
your cover
up or not co- delay or failure to assist results in an
operated increased liability for costs.
13. If you want to complain
Any claims not Claims which are not notified to us in
14. Handy contact details
notified to us accordance with our claims procedure.
15. Key words and terms
Claims under Applications for judicial review and other
administrative law challenges to administrative actions.

Claims where we Any claims under this section where we have

have rejected the rejected a claim under your policy and/or we
claim on your policy cancel your insurance.

Uninsured losses for Any trailer or caravan that isn’t a standard

caravans and make and which doesn’t meet the
trailers when used requirements of the approporiate
for a different construction and use regulations and hasn’t
purpose been built specially built to be towed by car
 Your policy booklet

Contents Additional conditions

01. Welcome
If legal representation is necessary, we will appoint a lawyer to
02. How to make a claim deal with your case
Should you choose to appoint your own lawyer, they will be given
03. Other people and their the opportunity to act on our standard terms of appointment (copy
property
available on request)
04. Loss or damage to your You must not start legal proceedings or start a legal appeal before
car we have agreed terms with your authorised representative
You must keep us informed of the progress of the claim and
05. Glass damage authorise your authorised representative to do so
You must co-operate fully with the authorised representative and
06. Extra cover you’ve added
not do anything which might damage your claim
07. Where you’re covered to You must tell us if your authorised representative does not wish to
drive continue to act for you or if you withdraw instructions

08. Exclusions that relate to The other policy terms and conditions, including the exclusions and
your policy conditions set out in sections 8 and 9 also apply.
09. Conditions that relate to
Claims made under this optional extra will not affect your no claims
your policy
discount.
10. Your no claims discount
Hire car - if yours is written off or stolen
11. Want to change your
cover? If you make a claim and we decide that your car is a total loss or it’s
been stolen and not recovered, we will provide a hire car by the end of
12. Cancelling or renewing the next working day, for a period of up to 21 days.
your cover
You can extend this period at your own expense but at a discounted
13. If you want to complain
cost.
14. Handy contact details
You have 14 days to take up the offer of the hire car following our
15. Key words and terms decision that your car is a total loss. Upon payment of the total loss,
your right to a hire car comes to an end.

You are only covered to drive the hire car in Great Britain and the Isle of
Man. If you need to drive the car abroad please refer to the conditions
within this section.
 Your policy booklet

Contents
If we are unable to provide you with a hire car, we will reimburse you for
01. Welcome up to £100 per day for a contribution towards alternative travel costs up
to a maximum limit of £200 per claim.
02. How to make a claim

03. Other people and their

So, what's not covered?
property
In brief In detail
04. Loss or damage to your
car Costs incurred while Any costs you incur during the period you
running the hire car have the hire car, such as fuel, parking
05. Glass damage charges, fines and fees relating to the
06. Extra cover you’ve added extended hire car.

07. Where you’re covered to Claims not reported Any claim not reported to us within 14 days
drive within 14 days for of you becoming aware of it.
your insured car
08. Exclusions that relate to
your policy Rejected claims If, after investigation of a total loss or
09. Conditions that relate to unrecovered theft claim, we decide to reject
your policy your claim, the hire car must be returned to
our supplier immediately.
10. Your no claims discount
Additional conditions
11. Want to change your
cover?
If your car has suffered theft damage or been stolen and not
12. Cancelling or renewing recovered, you must provide us with the police crime reference
your cover number (CRN) before a hire car can be provided.
When collecting the hire car from our supplier, all drivers will
13. If you want to complain need to produce their full current driving licence and any
14. Handy contact details
additional proof of identity that may be required
You may be charged a refundable deposit when you collect the car
15. Key words and terms from our supplier. The deposit will be refunded to you when you
return the hire car to our supplier, subject to their terms and
conditions
Our supplier will provide you with a copy of their terms and
conditions that apply for the period you have the hire car. Their
terms and conditions will apply in addition to your policy terms
and conditions, including the exclusions and conditions set out in
sections 8 and 9
 Your policy booklet

Contents
For the period you have the hire car, it will be insured under your
01. Welcome policy but only to drive in Great Britan and the Isle of Man. If your
policy is lapsed or has been cancelled during the period you have
02. How to make a claim
the hire car for, the hire car will no longer be insured, and you
03. Other people and their must return it to our supplier immediately
property If the hire period is extended by you, you must arrange separate
insurance for the hire car unless we agree otherwise
04. Loss or damage to your If you need to take your hire car abroad, you must get permission
car
from the car hire company first, then tell us so we can check we
05. Glass damage are able to cover your trip and arrange to insure the hire car in full
Any excess applicable to your policy will also apply to the hire car
06. Extra cover you’ve added for any claims made during the period you have the car
07. Where you’re covered to
Any payments we make in relation to a claim for damage to the
hire car will be made to our supplier
drive
You must return the hire car to the hire car company no later than
08. Exclusions that relate to 48 hours after the settlement payment is issued to you, or no later
your policy than on the 21st day of hire (whichever comes first unless
previously agreed)
09. Conditions that relate to
your policy If you don't comply with these terms, your cover may be invalidated or
cancelled, a claim may be refused, or a payment could be reduced. If
10. Your no claims discount
you're unsure about any of these terms, please contact us.
11. Want to change your
cover? The other policy terms and conditions, including the exclusions and
conditions set out in sections 8 and 9 also apply.
12. Cancelling or renewing
your cover

13. If you want to complain

14. Handy contact details

15. Key words and terms

 Your policy booklet

Contents 07 Where you’re covered to drive

01. Welcome

02. How to make a claim Where your cover applies all year round
03. Other people and their Your cover applies in the UK, the Isle of Man and the Channel Islands.
property

04. Loss or damage to your Different cover applies in different countries

car
You also have the minimum cover you need by law to drive in any
05. Glass damage country within the Green Card Free Circulation Area. This applies as
long as your car is registered in the UK and is not abroad for more than
06. Extra cover you’ve added
90 days, in any single policy year.
07. Where you’re covered to
drive
However, should you require more than the 90 days you’ll need to
contact us. Any extension of cover will need to be agreed by us and
08. Exclusions that relate to you’ll be required to pay an additional premium. Just go to your
your policy Account.
09. Conditions that relate to
Please be aware that you will only have the minimum car insurance
your policy required by the countries in the Green Card Free Circulation Area which
10. Your no claims discount is usually equivalent to third-party only cover. So, you’ll be insured for
damage to other people’s cars and property but not your own.
11. Want to change your
cover?
What to do if you want to drive in the Green Card
12. Cancelling or renewing Free Circulation Area
your cover
If you are driving in any country within the Green Card Free Circulation
13. If you want to complain Area, you will still require proof (your certificate of motor insurance) that
14. Handy contact details valid third-party insurance cover is in place. You will also require your
driving licence and vehicle log book.
15. Key words and terms

When we’ll pay customs duty

If you have to pay customs duty on your car in any of the countries
within the Green Card Free Circulation Area because of loss or damage
and we decide not to repatriate your car, we’ll pay these costs for you.
 Your policy booklet

Contents 08 Exclusions that relate to your policy

01. Welcome

02. How to make a claim

Exclusions
03. Other people and their
property There are some exclusions that apply to your cover and mean we
wouldn’t pay your claim. So, please read the exclusions carefully.
04. Loss or damage to your
car

05. Glass damage

In brief In more detail
06. Extra cover you’ve added
Carrying explosives, Unless they’re very small quantities to fuel
07. Where you’re covered to
drive
liquified gases and the car or for medical or domestic use.
other chemicals
08. Exclusions that relate to
your policy Contracts We don’t cover any claim that stems from a
contract or agreement you have with
09. Conditions that relate to
someone else, unless we would’ve been
your policy
liable anyway.
10. Your no claims discount
Cyber attack / event Including hacking, viruses and any other type
11. Want to change your of malware.
cover?
Pollution Unless it’s caused by a sudden, identifiable,
12. Cancelling or renewing
unexpected accident.
your cover
Pressure waves This relates to loss or damage caused by
13. If you want to complain
pressure waves from aircraft or aerial devices
14. Handy contact details travelling at sonic or supersonic speeds.
15. Key words and terms Radioactivity This relates to loss, damage, injury or death
caused by:

ionising radiation; or
contamination from any nuclear fuel,
waste or weapon; or
the explosive, radioactive, toxic or other
harmful properties of any nuclear
equipment, installation or material.
 Your policy booklet

Contents In brief In more detail

01. Welcome
Repairs on a road, You're not covered if repairs or modifications
02. How to make a claim public place or are carried out on private ground or in a
private ground public place unless by someone qualified to
03. Other people and their
do so within the motor trade. You will also
property
not be covered if repairs are undertaken in a
04. Loss or damage to your professional garage without the authority of
car the garage.

05. Glass damage

Riots If your car is damaged by a riot outside Great
06. Extra cover you’ve added Britain, Northern Ireland, the Isle of Man or
the Channel Islands, we don’t cover it. But we
07. Where you’re covered to do still cover your legal liability to other
drive people and their property.
08. Exclusions that relate to Unauthorised drivers This is anyone who:
your policy
Isn’t named on your policy or
09. Conditions that relate to
Doesn’t have a valid driving licence or
your policy
Breaks the conditions of their driving
10. Your no claims discount licence

11. Want to change your

Unauthorised use
cover? Isn't named on your policy; or
Doesn't have a valid driving licence; or
12. Cancelling or renewing
Breaks the conditions of their driving
your cover
licence
13. If you want to complain
We reserve the right to recover all of the
14. Handy contact details money paid to any third parties from the
policyholder or driver.
15. Key words and terms
 Your policy booklet

Contents
In brief In more detail
01. Welcome
Use on airfields You won’t be covered for loss, damage, injury
02. How to make a claim
or liability while your car is in or on any part of
03. Other people and their an airport which is used:
property
For take-off or landing or the movement
04. Loss or damage to your of an aircraft on the ground or
car As aircraft parking areas – this includes
service roads and parking areas for
05. Glass damage
ground equipment
06. Extra cover you’ve added
War and terrorism If an act of war, terrorism or other act of
07. Where you’re covered to
hostility damages your car or causes death or
drive
injury to anyone, we don't cover it, unless we
08. Exclusions that relate to have to under the Road Traffic Act.
your policy

09. Conditions that relate to

your policy

10. Your no claims discount

11. Want to change your

cover?

12. Cancelling or renewing

your cover

13. If you want to complain

14. Handy contact details

15. Key words and terms

 Your policy booklet

Contents 09 Conditions that relate to your policy

01. Welcome

02. How to make a claim

Conditions
03. Other people and their
property There are some conditions that apply to your cover which means
we wouldn’t pay your claim if they’re not met. So, please read the
04. Loss or damage to your conditions carefully.
car

05. Glass damage

06. Extra cover you’ve added Please ensure that all the information you have supplied is accurate and
up to date. If anything changes, tell us straight away via your Account.
07. Where you’re covered to It's there for you 24/7.
drive
If you don’t, your policy may be invalid or cancelled, a claim may be
08. Exclusions that relate to
refused or a payment could be reduced. If you or anyone acting for you
your policy
has deliberately or recklessly provided inaccurate information, this can
09. Conditions that relate to result in immediate cancellation of your policy.
your policy
Do the right thing… …and prevent any upset
10. Your no claims discount

11. Want to change your Make sure you don’t This can result in immediate cancellation of
cover? provide inaccurate your policy where you or anyone acting for
information you has deliberately or recklessly provided
12. Cancelling or renewing
inaccurate information. We may keep any
your cover
premium you have paid. We may also cancel
13. If you want to complain any other policy you have with us.

14. Handy contact details Get the registration If not, you risk having your car seized by the
number right. It’s police. It could also affect the validity of your
15. Key words and terms
vital that the Motor policy with us.
Insurance Database
(MID) holds your
correct vehicle
registration number
 Your policy booklet

Contents Do the right thing… …and prevent any upset

01. Welcome
Report accidents As soon as you become aware of an accident,
02. How to make a claim and losses theft, fire or anything else that results in
immediately death, injury or loss, you must tell us, even if
03. Other people and their
it looks like there’s no damage to your car.
property
This is regardless of whether it may lead to a
04. Loss or damage to your claim under your policy or not.
car
Securing your car Take reasonable steps to protect and secure
05. Glass damage
your car and contents from loss or damage.
06. Extra cover you’ve added
Don't drive your car If the driver is charged and convicted, there’ll
07. Where you’re covered to while under the be no cover for your car or the driver – and
drive influence of drink or we reserve the right to recover all of the
drugs money paid to any third parties from whoever
08. Exclusions that relate to
was behind the wheel of your car.
your policy

09. Conditions that relate to Taking care of your Keep it roadworthy with a valid MOT if
your policy car required by law and ensuring it's kept secure.

10. Your no claims discount Note the difference You’re covered for carrying passengers in
between car sharing return for payment – for example, a
11. Want to change your
and making a profit contribution towards petrol – but not for
cover?
profit.
12. Cancelling or renewing
your cover Also, you’re not covered if your car is adapted
to carry more than 8 people.
13. If you want to complain
Be sure to pay your Your cover will become invalid if you don’t
14. Handy contact details
premium pay your premium. We’ll contact you to ask
15. Key words and terms for payment. If we do not hear from you, we’ll
give you a final date for payment.

After that, if you still haven’t paid, we’ll

cancel your policy.

Co-operate with us You must co-operate with us and provide any

information required to assist us with the
recovery of our losses, whether your policy
with us is in force or not. Rights of recovery
against the supplier, manufacturer, service
provider or distributor in such circumstances
will automatically be transferred to us.
 Your policy booklet

Contents
Endorsements which may apply to your policy
01. Welcome
These endorsements only apply if shown on your schedule. Failure to
02. How to make a claim comply with these could result in your claim being reduced or rejected.
03. Other people and their
All cover suspended This is where we put your policy on hold
property
when there is no car to insure.
04. Loss or damage to your
car Cover suspended This is a short-term situation available when
except for fire and you’ve notified the DVLA that your car is off
05. Glass damage
theft the road (SORN).
06. Extra cover you’ve added
Missing tracker We won’t cover you for loss or damage to
07. Where you’re covered to your car or its contents unless it’s fitted with
drive an active, fully working tracking device.

08. Exclusions that relate to

your policy

09. Conditions that relate to

your policy

10. Your no claims discount

11. Want to change your

cover?

12. Cancelling or renewing

your cover

13. If you want to complain

14. Handy contact details

15. Key words and terms

 Your policy booklet

Contents 10 Your no claims discount

01. Welcome
Everybody loves a no claims discount (NCD). The reward for claims-free
02. How to make a claim motoring.

03. Other people and their Here, you’ll find out all you need to know regarding your entitlement to
property one and how to transfer it easily from your previous insurer to a policy
with us.
04. Loss or damage to your
car

05. Glass damage

What you need to do
06. Extra cover you’ve added For most policies, we can verify NCD entitlement using the NCD
database. If we can’t, we’ll be in touch to ask you to provide us with
07. Where you’re covered to proof in the form of a renewal invitation or letter from your previous
drive insurer. The no claims discount must be dated within the last 2 years
and must be from a private insurer (not a company car or fleet cover).
08. Exclusions that relate to
This also acts as confirmation of the cancellation of your previous policy.
your policy

09. Conditions that relate to If we do ask, please send the proof to us within 28 days of the start
your policy date of your policy otherwise we’ll be forced to cancel your policy. For
more details, check out section 12.
10. Your no claims discount
To find out where to send your proof of no claims discount, chat to us
11. Want to change your
via live chat which can be accessed via your Account.
cover?

12. Cancelling or renewing

What happens to your NCD if a claim is made under
your cover
your policy?
13. If you want to complain
If we've been unable to recover all our losses in relation to a claim -
14. Handy contact details known as 'non-recoverable' or 'fault claim' - your NCD entitlement will
be reduced at renewal as explained in your schedule.
15. Key words and terms
If you allow someone to drive your car when they’re not insured to do so
under your policy and they are involved in an incident that results in a
fault claim, your NCD will be reduced.
 Your policy booklet

Contents These claims won’t affect your NCD:

01. Welcome Windscreen damage claims which fall under section 5

02. How to make a claim

Emergency medical treatment fees paid under section 3
03. Other people and their
property
Claims where we’ve been able to recover all of our losses on your
04. Loss or damage to your behalf – also referred to as a 'recoverable' or 'non-fault claim’
car
Claims where the third party responsible for the damage has
05. Glass damage been identified and they're not insured

06. Extra cover you’ve added Vandalism claims if the incident has not been caused by another
07. Where you’re covered to
vehicle, has been reported to the police and a crime reference
drive
number (CRN) can be provided

08. Exclusions that relate to

your policy What happens if you don’t make a claim?
09. Conditions that relate to Your NCD will increase by 1 year, up to a maximum of 20 years.
your policy

10. Your no claims discount

No claims discount protection
11. Want to change your
cover? You may be able to add this:

12. Cancelling or renewing When you have 4 or more NCD years

your cover When you purchase the policy
When you receive the renewal invitation
13. If you want to complain
If you'd like to purchase no claims discount protection, simply visit
14. Handy contact details
esure.com/login.
15. Key words and terms
 Your policy booklet

Contents 11 Want to change your cover?

01. Welcome
We’ve agreed to issue your policy based on the information you
02. How to make a claim provided, so please make sure your details are always up to date.

03. Other people and their We wouldn’t want to be in a position where we’re forced to cancel your
property policy or treat your policy as if it never existed, refuse all claims and
keep any premium you’ve paid.
04. Loss or damage to your
car
And so, the easiest way to keep us informed is via live chat which can be
05. Glass damage accessed through your Account.

06. Extra cover you’ve added Things you need to tell us about include but are not limited to:

07. Where you’re covered to

drive Change of car

08. Exclusions that relate to

Change of drivers
your policy

09. Conditions that relate to

Change of address and/or contact details
your policy

10. Your no claims discount You or any named driver:

11. Want to change your Becomes aware of any medical or physical condition
cover? which may affect their ability to drive
Is banned from driving or convicted of any driving
12. Cancelling or renewing
offence such as speeding
your cover
Is charged with, or convicted of, any offence including
13. If you want to complain fraud, arson and dishonesty. We also need to be told
of any prosecutions that are pending
14. Handy contact details
Is no longer a permanent resident of the UK
15. Key words and terms

Any modifications, accessories or customisations to your car

Change in how you use your car. For example from private to
business
 Your policy booklet

Contents Once we receive notification from you of any change in your details, we
may:
01. Welcome

02. How to make a claim Amend the terms and conditions of your policy
03. Other people and their
property Adjust your premium

04. Loss or damage to your

car
Refuse to offer policy renewal

05. Glass damage

Cancel the policy if the change falls outside our acceptance
06. Extra cover you’ve added criteria

07. Where you’re covered to We may amend the policy at your next renewal - or in some cases,
drive straight away - but we'll always let you know.

08. Exclusions that relate to

your policy

09. Conditions that relate to

your policy

10. Your no claims discount

11. Want to change your

cover?

12. Cancelling or renewing

your cover

13. If you want to complain

14. Handy contact details

15. Key words and terms

 Your policy booklet

Contents 12 Cancelling or renewing your cover

01. Welcome

02. How to make a claim Renewing your cover

03. Other people and their When we send your renewal quote, we’ll indicate if your policy will
property renew automatically. We’ll also tell you about any changes to your
policy and set out our renewal terms and conditions. And, of course,
04. Loss or damage to your
we’ll explain what you need to do to renew your cover. You can also go
car
to your Account at any time throughout the period of insurance to
05. Glass damage remove the auto renewal option.

06. Extra cover you’ve added If you want to change the way you pay your premiums, or you’ve
decided not to renew your cover, please go to your Account at least 5
07. Where you’re covered to
days before your policy is due to renew. Or contact us via live chat. If
drive
you don’t, we might have already applied to your bank for payment of
08. Exclusions that relate to your premium.
your policy
As paying by direct debit is a lending decision, a hard credit search will
09. Conditions that relate to be performed at renewal and will remain on your credit report for 12
your policy months. This allows us to report your monthly payment history to our
credit reference agency and it'll appear as insurance on your credit
10. Your no claims discount
report. A hard credit search won't be applied if the policy is paid upfront
11. Want to change your in full.
cover?

12. Cancelling or renewing Cancelling your cover

your cover
Things change. We know that. However, please be aware that if you or
13. If you want to complain we cancel your policy or any optional extras/lifestyle packs, you won’t
be covered for any accident or incident that occurs after the cancellation.
14. Handy contact details

15. Key words and terms

How to cancel

Get in touch with us by visiting esure.com/login, logging into your

Account and clicking ‘Need help?’.
 Your policy booklet

Contents Important points to consider before cancelling

01. Welcome
Your policy can only be cancelled from the date you contact us or
02. How to make a claim any later date that you ask unless you can provide us with proof
that you transferred possession of the car on a certain date or the
03. Other people and their car has been written off or stolen
property
When you cancel your policy, all cover provided by the optional
04. Loss or damage to your extras/lifestyle packs will automatically be cancelled at the same
car time
You must still pay any of the appropriate premium due. You will
05. Glass damage also be charged a fee by esure
06. Extra cover you’ve added If you or we cancel your policy and any optional extras/lifestyle
07. Where you’re covered to packs, you won’t be covered for any accident or incident that
drive occurs after cancellation
As all optional extras and lifestyle packs are linked to your policy,
08. Exclusions that relate to cancellation of any optional extras or lifestyle packs will result in
your policy cancellation of your esure Flex policy
09. Conditions that relate to
If you cancel your Direct Debit this doesn’t mean that you have
your policy
cancelled your policy

10. Your no claims discount What it will cost when you cancel your policy
11. Want to change your
You have 14 days from the date you take out your policy or the
cover?
start date of your policy, whichever is the later, to cancel your
12. Cancelling or renewing policy. If you cancel within this 14-day period, you will receive a
your cover refund of the premium paid less a fee payable to esure
If you cancel before the date your policy starts, you will receive a
13. If you want to complain full refund and no fee will be charged
After 14 days you may cancel your policy. We will refund that part
14. Handy contact details
of your premium not yet used less a fee payable to esure, or
15. Key words and terms charge you for any outstanding payment that may be due and the
fee payable to esure
You will receive a refund of any lifestyle packs/optional extras
purchased, minus a pro-rata charge for the time on cover subject
to there being no claims
We won't refund your premium if a fault claim has been made
against your policy within the current period of cover or the claim
remains open. In this situation, we will cancel your policy but your
full annual premium will remain due plus the fee payable to esure.
If you pay by credit instalments, you must still pay the balance of
the full annual premium and the fee payable to esure
 Your policy booklet

Contents Our right to cancel your policy

01. Welcome
We have the right to cancel your policy at any time by giving you 7 days’
02. How to make a claim notice in writing where there is a valid reason for doing so. We will send
our cancellation notice to the latest contact details we have for you and
03. Other people and their will set out the reason for cancellation. Valid reasons may include but
property
are not limited to:
04. Loss or damage to your
Where we have been unable to collect a payment (premium or
car
credit instalment), we will write to you requesting payment by a
05. Glass damage specific date. If we do not receive payment by this date, we will
write to you again notifying you that payment has not been
06. Extra cover you’ve added
received and giving you 7 days' notice of a final date for payment.
07. Where you’re covered to We will also tell you that if payment is not received by this final
drive date, your policy will be cancelled. If payment is not received by
that final date, we will cancel your policy with immediate effect
08. Exclusions that relate to and notify you in writing that such cancellation has taken place.
your policy Your credit agreement may also be cancelled. We may also refer
09. Conditions that relate to
your details to a debt collection agency and your credit rating may
your policy
be impacted;
Where you are required in accordance with the terms and
10. Your no claims discount conditions of this policy to co-operate with us, or send us
information or documentation and you fail to do so in a way that
11. Want to change your
materially affects our ability to process a claim, or our ability to
cover?
defend our interests. In this case, we may issue a cancellation
12. Cancelling or renewing letter and we will cancel your policy if you fail to co-operate with
your cover us or provide the required information or documentation by the
end of the 7-day cancellation notice period;
13. If you want to complain
Where we do not receive evidence of your no claim discount
14. Handy contact details within 21 days from the start date of your policy. If we have not
received such evidence by the end of the 21-day period, we will
15. Key words and terms
issue a cancellation letter and we will cancel your policy if we do
not receive evidence of your no claim discount by the end of the 7-
day cancellation notice period;
Where there is a material failure by you to take care of your car as
required by the paragraph headed Taking care of your car in
section 9
 Your policy booklet

Contents Our right to cancel your policy (continued)

01. Welcome
Where we identify serious grounds such as the use of or threat of
02. How to make a claim violence or aggressive or abusive behaviour, intimidation or
bullying towards our staff, agents, suppliers or our property
03. Other people and their
property If we cancel your policy, and you have made a claim or been involved in
an incident, you will still have to pay the full premium plus the fee esure
04. Loss or damage to your
charges. If you have not made a claim or been involved in an incident,
car
you will have to pay the premium for the period of cover you have used
05. Glass damage plus the fee esure charges. In some cases, this will result in you
receiving a refund of the part of your premium you have not yet used
06. Extra cover you’ve added
less any fee that applies. The current fees are shown in Your Agreement
07. Where you’re covered to with esure Services Limited.
drive
If we cancel your car insurance at any time, we will automatically cancel
08. Exclusions that relate to any cover provided by the optional extras and lifestyle packs. The
your policy premium you paid for these optional extras and lifestyle packs will be
refunded less a pro rata charge for the time you have been on cover
09. Conditions that relate to
unless you have made a claim.
your policy

10. Your no claims discount Immediate cancellation

11. Want to change your We also have the right to cancel your policy immediately where we
cover? have reasonable grounds to believe you or anyone acting for you has
12. Cancelling or renewing
deliberately or recklessly provided inaccurate information or acted
fraudulently. We may keep any premium you have paid. We may also
your cover
cancel any other policy you have with us. Please see section 9.
13. If you want to complain

14. Handy contact details Remember, cancelling your Direct Debit does not mean you’ve
cancelled your policy.
15. Key words and terms
 Your policy booklet

Contents What to think about before you cancel

01. Welcome
You’ll need to have other cover in place unless you’ve sold your car,
02. How to make a claim declared it off-road or no longer have the car in your possession.

03. Other people and their

property

04. Loss or damage to your

car

05. Glass damage

06. Extra cover you’ve added

07. Where you’re covered to

drive

08. Exclusions that relate to

your policy

09. Conditions that relate to

your policy

10. Your no claims discount

11. Want to change your

cover?

12. Cancelling or renewing

your cover

13. If you want to complain

14. Handy contact details

15. Key words and terms

 Your policy booklet

Contents 13 If you want to complain

01. Welcome
Our complaints procedure
02. How to make a claim
We always aim to get things right first time for our customers although
03. Other people and their
we know that sometimes you’ll feel this hasn’t happened. If that’s the
property
case, we want to hear about this, so we have an opportunity to put
04. Loss or damage to your things right for you.
car
If you do need to complain follow the steps below and we’ll do our best
05. Glass damage to try and resolve things at the earliest possible stage:
06. Extra cover you’ve added
Step One
07. Where you’re covered to
To get in touch with us, visit esure.com/login and clicking 'Need help?'.
drive
If you'd then like to chat with one of our agents, simply type in
08. Exclusions that relate to ‘Complaint’ and you’ll be connected to our live chat service.
your policy
If it’s about a claim, then you can call us on 0345 601 6736.
09. Conditions that relate to
your policy Every effort will be made to sort things out for you within 3 working
days. Once we have resolved your complaint, we will send you an email
10. Your no claims discount
or letter just to confirm you’re happy with what’s been agreed - this is a
11. Want to change your Summary Resolution Commuication. This will tell you about the
cover? complaints service we offer and how the Financial Ombudsman Service
can help, should you need it.
12. Cancelling or renewing
your cover Step Two

13. If you want to complain When a complaint can’t be resolved quickly, or you aren’t happy with
14. Handy contact details
the initial resolution, our Customer Relations team are here to help you.
This is a dedicated team who will carry out an independent review for
15. Key words and terms you, and they act with the full authority of our Chief Executive.

We’ll contact you to tell you who will own your complaint and how long
you can expect to wait for a decision. We’ll write to you with our view
within 8 weeks from the date you first complained – this is known as a
‘final decision’ letter.
 Your policy booklet

Contents Our complaints procedure (continued)

01. Welcome
The email address is esureflex.customerrelations@esure.com or you can
02. How to make a claim write to; Customer Relations Department, esure, The Equinox, 19
Cadogan Street, G2 6QQ
03. Other people and their
property Step Three

04. Loss or damage to your If you’re still unhappy following step one or step two, or on the rare
car occasion a final decision letter hasn’t been sent to you within 8 weeks,
05. Glass damage
you can approach the Financial Ombudsman Service. They’re an
independent body who have been set up to resolve disputes between
06. Extra cover you’ve added customers and financial companies, including insurers.
07. Where you’re covered to You have the right to refer your complaint to the Financial Ombudsman
drive
Service, free of charge – but you must do so within 6 months of the date
08. Exclusions that relate to of the final decision letter. If you don’t refer your complaint in time, the
your policy Ombudsman won’t have our permission to consider your complaint and
so will only be able to do so in very limited circumstances. For example,
09. Conditions that relate to if the Ombudsman believes that the delay was as a result of exceptional
your policy circumstances.
10. Your no claims discount
Their website has a great deal of useful information:
11. Want to change your financial-ombudsman.org.uk
cover?
You can contact them on:
12. Cancelling or renewing Tel: 0300 1239 123 or 0800 0234 567
your cover Email: complaint.info@financial-ombudsman.org.uk
Address: The Financial Ombudsman Service, Exchange Tower,
13. If you want to complain
Harbour Exchange Square, London, E14 9SR.
14. Handy contact details

15. Key words and terms

 Your policy booklet

Contents 14 Handy contact details

01. Welcome
Claims 0345 606 1373
02. How to make a claim

03. Other people and their Claims (if calling +44 141 221 9087
property from abroad)

04. Loss or damage to your 24-hour legal advice 0345 850 9596
car helpline
05. Glass damage
24-hour windscreen 0800 085 8459
06. Extra cover you’ve added helpline

07. Where you’re covered to 24-hour accident 0800 085 8533

drive recovery
08. Exclusions that relate to
24-hour accident +44 141 243 2897
your policy
recovery (if calling
09. Conditions that relate to from abroad)
your policy

10. Your no claims discount

11. Want to change your

cover?

12. Cancelling or renewing

your cover

13. If you want to complain

14. Handy contact details

15. Key words and terms

 Your policy booklet

Contents 15 Key words and terms

01. Welcome

02. How to make a claim Certificate of insurance: The document that proves you have taken
out the insurance you must have by law.
03. Other people and their
property Courtesy car: A car provided to you for the duration of your repairs,
the cost of which will be settled by us as part of your claim. This
04. Loss or damage to your
will usually be a Class A car such as a Nissan Micra or Toyota Aygo.
car
Credit search: We conduct two types of searches on your credit
05. Glass damage
file. One of these is done at quote stage and the other is done when
06. Extra cover you’ve added you purchase or renew a policy and pay by instalments. Insurance
Quotation Searches (Soft Search) occur when you have got a quote
07. Where you’re covered to
from us for Insurance, or if your policy is due to renew in the next
drive
60 days. This will leave a search footprint which is a record left by
08. Exclusions that relate to the Credit Reference Agency every time your Credit Report is
your policy searched. This will remain on your credit report for 12 months and
will appear as Insurance Quotation on your credit report. A hard
09. Conditions that relate to
credit search occurs when you purchase or renew an insurance
your policy policy with us and pay by instalments. This search is done when we
10. Your no claims discount have to make a lending decision. This remains on your credit report
for 12 months. It will appear as Insurance on your credit report. A
11. Want to change your hard credit search won’t be applied if the policy is paid upfront in
cover? full.
12. Cancelling or renewing
esure: esure Services Limited.
your cover
Excess, excesses: The amount you must pay towards any claim for
13. If you want to complain
loss or damage to your car or other specified instances of damage
14. Handy contact details or loss. The amounts are shown in your schedule.

15. Key words and terms Family member: You, your partner, child, parent, grandparent,
grandchild or sibling who lives with you on a permanent basis at
the same address.

Fault claim: A claim made under your policy which we have paid on
your behalf and where we have been unable to recover all or part
of any payments from another party.

Fee: The amount charged if you change or cancel your policy.

Further details can be found in Your Agreement with esure Services
Limited.
 Your policy booklet

Contents
Great Britain: England, Scotland and Wales.
01. Welcome
Green Card Free Circulation Area: An agreement that allows
02. How to make a claim drivers from the UK to drive their car using their existing motor
03. Other people and their
insurance within the following territories: Andorra, Austria,
property
Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech
Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar,
04. Loss or damage to your Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein,
car Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway,
Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia,
05. Glass damage
Spain, Sweden and Switzerland.
06. Extra cover you’ve added
Market value: The market value is the amount you could
07. Where you’re covered to reasonably have expected to sell your car for on the open market
drive immediately before your accident or loss. Our assessment of the
value is based on cars of the same make and model and of a similar
08. Exclusions that relate to
your policy
age, condition and mileage at the time of accident or loss. This
value is based on research from motor trade guides including:
09. Conditions that relate to Glass’s, Parkers, Cazana and CAP. This may not be the price you
your policy paid when you purchased the car
10. Your no claims discount Misfuelling: Accidental filling of the fuel tank of your car with the
11. Want to change your
wrong fuel for the type of engine.
cover?
Modification: Any alteration to the manufacturer’s standard
12. Cancelling or renewing specification for your car, including optional extras fitted to the car
your cover when new by the vehicle manufacturer or dealer, which improves
its value, performance, appearance or appeal to thieves. However, if
13. If you want to complain we are aware of the modifications and have agreed to cover these,
14. Handy contact details this exclusion will not apply.

15. Key words and terms No claims discount (NCD): A reduction in the premium charged for
your motor insurance cover depending on your claims experience.
Some insurers refer to NCD as a ‘no claims bonus’.

Non-fault claim: Where we have been able to make a full recovery

from all third parties involved in an incident.

Partner: Your husband, wife, civil partner or a person with whom

you live on a permanent basis at the same address, sharing
financial responsibilities, as if you were married to them.
 Your policy booklet

Contents
Permanent total disablement: Injury caused by a road traffic
01. Welcome accident which prevents a person from working in any capacity for a
continuous period of 12 months from the date of the accident with
02. How to make a claim
no expectation of improvement.
03. Other people and their
property
Policy: Your contract of insurance set out in your policy booklet,
schedule, and certificate of insurance.
04. Loss or damage to your
car Road Traffic Act: Any laws which govern the use of motor vehicles
in Great Britain, Northern Ireland, the Channel Islands and Isle of
05. Glass damage
Man.
06. Extra cover you’ve added
Schedule: The document which is all about you, your vehicle and
07. Where you’re covered to the cover we have agreed to provide. To view your schedule, go to
drive your Account.

08. Exclusions that relate to Terms and conditions: All conditions, endorsements, exclusions,
your policy limitations and restrictions which apply to your policy.
09. Conditions that relate to
Trailer: Any standard make of trailer or caravan that's been
your policy specially built to be towed by a car.
10. Your no claims discount
We, Us, Underwriters: esure Insurance Limited, any authorised
11. Want to change your insurer and esure Services Limited acting on behalf of us or them.
cover?
You: The person named as the policyholder in your certificate of
12. Cancelling or renewing insurance.
your cover
Your car: Any vehicle insured under your policy and described in
13. If you want to complain paragraph 1 of your certificate of insurance, 'description of vehicle'.
14. Handy contact details

15. Key words and terms

 Your policy booklet

Contents
Long distance traveller pack key words and terms
01. Welcome Personal belongings: Baggage, wallets, purses, handbags,
clothing and personal effects excluding keys, sports equipment,
02. How to make a claim
electronic items, musical instruments, jewellery and bicycles. This
03. Other people and their does not include money or any cash equivalents.
property
Foreign traveller pack key words and terms
04. Loss or damage to your Green Card Free Circulation Area: Green Card Free Circulation
car Area: An agreement that allows drivers from the UK to drive their
05. Glass damage
car using their existing motor insurance within the following
territories: Andorra, Austria, Belgium, Bosnia and Herzegovina,
06. Extra cover you’ve added Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,
Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland,
07. Where you’re covered to
Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta,
drive
Monaco, Netherlands, Norway, Poland, Portugal, Romania, San
08. Exclusions that relate to Marino, Serbia, Slovakia, Slovenia, Spain, Sweden and Switzerland.
your policy
Safety net pack key words and terms
09. Conditions that relate to Accident: A sudden and unexpected event involving a motor
your policy vehicle, which occurs during the period of cover and results in
bodily injury.
10. Your no claims discount

11. Want to change your Bodily injury: Any injury as a result of a road traffic accident, which
cover? within 52 weeks from the date of the accident and independently of
any other cause, results in the insured person’s death, loss of
12. Cancelling or renewing limb(s), loss of sight, loss of hearing in one or both ears, loss of
your cover speech or a physical injury sustained during a road traffic accident
13. If you want to complain
Car key: The manufacturer's mechanical or electronic device(s)
14. Handy contact details used to access and start your car and that can immobilise and lock
your car.
15. Key words and terms
Garage key: The manufacturer's mechanical or electronic device
used to access your garage through the vehicle entrance door.

Home: The address you have given us as your home address or the
place where your car is normally kept if this is different.
 Your policy booklet

Contents
Injury: A physical injury sustained during a road traffic accident.
01. Welcome
Loss of hearing: Total, permanent and irrecoverable loss of
02. How to make a claim hearing.
03. Other people and their
Loss of speech: Total, permanent and irrecoverable loss of speech.
property
Loss of limb or limbs: The loss of a limb or limbs by physical
04. Loss or damage to your
separation at or above the wrist or ankle, or the permanent and
car
complete loss of use of a limb or limbs.
05. Glass damage
Loss of sight: Total, permanent and irrecoverable loss of sigh
06. Extra cover you’ve added which shall be considered as having occurred-
07. Where you’re covered to
• in both eyes if the insured person is registered as blind on the
drive authority of a fully qualified ophthalmic specialist, or
08. Exclusions that relate to • in one eye if the degree of sight remaining after correction is
your policy 3/60 or less on the Snellen scale, as determined by a fully
qualified ophthalmic specialist.
09. Conditions that relate to
Medical expenses: The costs incurred by the policyholder or
your policy
named driver(s) as a result of an injury or bodily injury sustained
10. Your no claims discount during an accident.

11. Want to change your Medical practitioner: A person qualified to practice medicine. This
cover? includes GP's, consultant surgeons, dental surgeons and
specialists.
12. Cancelling or renewing
your cover
Operation: A surgical procedure or other invasive surgical
13. If you want to complain intervention which is required as a result of a fault accident claim.

14. Handy contact details Permanent total disablement: Injury caused by a road traffic
accident which prevents a person from working in any capacity for a
15. Key words and terms
continuous period of 12 months from the date of the accident with
no expectation of improvement.

Reimburse: Where a payment has to be made to you, this will re-

pay you up to the policy limits.

Third degree burns: A burn that results in the destruction of the

skin and underlying tissue and which results from a road traffic
accident.

Treatment: Surgical or medical services including diagnostic tests

that are required to diagnose, relieve or cure an injury or bodily
injury caused by an accident.
 Your policy booklet

Contents
Motor legal protection key words and terms
01. Welcome Authorised representative: A person appointed to represent you
who will be suitably competent to carry out the work and who may
02. How to make a claim
be a member of our staff, a barrister, a solicitor or a firm of solicitors
03. Other people and their or someone working in a firm of solicitors.
property
Indemnity limit:
04. Loss or damage to your
car • The maximum amount we will pay towards the costs incurred
to recover uninsured losses for any one road traffic accident is
05. Glass damage £100,000 per person covered under the policy (including VAT)

06. Extra cover you’ve added

• The most we will pay for any one defence of motoring
prosecution incident is £100,000 (including VAT)
07. Where you’re covered to
• The most we will pay for motoring database disputes is
drive £10,000 (including VAT).
08. Exclusions that relate to Insured car: The vehicle insured under your car policy and detailed
your policy on your certificate of insurance.
09. Conditions that relate to
Lawyer: Practicing solicitor or barrister regulated by the Solicitors
your policy
Regulation Authority or Bar Standards Board in England and
10. Your no claims discount Wales, solicitors or advocates regulated by the Law Society of
Scotland or the Faculty of Advocates in Scotland, or equivalent in
11. Want to change your non UK Territorial Limits.
cover?
Legal costs:
12. Cancelling or renewing
a) Costs relating to recovery of uninsured losses
your cover
• The fees and expenses (including all VAT) reasonably and
13. If you want to complain proportionately charged by the authorised representative on a
standard basis in connection with your legal proceedings, as
14. Handy contact details allowed at the time by the Civil Procedure Rules which can't
be recovered from another party.
15. Key words and terms
• The defence costs of the other party which you are ordered to
pay.

• Any other costs to which we agree

b) Costs relating to defence of motoring prosecution

• The fees and expenses (including all VAT) reasonably charged
to defend a relevant motor prosecution and/or present
argument to mitigate a penalty imposed by a Magistrates
Court or Crown Court.

• Reasonable costs are those that the ordinary privately paying

individual would consider paying in defence of prosecution

c) Costs relating to motoring database disputes.

• The fees and expenses (including all VAT) reasonably charged
to represent you in a dispute about information held on
motoring databases about the insured car or your driving
record which adversely affects you.
 Your policy booklet

Contents d) The fees and expenses (including all VAT) reasonably and
proportionately charged by and agreed with the authorised
01. Welcome representative in connection with a claim failing with the small
claims track.
02. How to make a claim
Legal proceedings: Any civil, criminal, tribunal or arbitration
03. Other people and their proceedings or an inquiry or appeals from them.
property
Proportionality: The process of us assessing whether the costs to
04. Loss or damage to your pursue your claim for recovery of your uninsured losses are
car proportionate to the likely benefit it will bring. Issues we will
05. Glass damage
consider when assessing will include, but are not limited to:

06. Extra cover you’ve added • The amount of money involved

07. Where you’re covered to

• The importance of the case
drive • The complexity of the issues
08. Exclusions that relate to • The financial position of the parties; and
your policy
• The damages you are expected to receive
09. Conditions that relate to
your policy
Reasonable prospects: The process of us, or your authorised
representative, assessing whether it is more likely than not that
10. Your no claims discount incurring a legal cost will result in a successful or more
advantageous outcome.
11. Want to change your
cover? Uninsured losses: Losses which you are not able to recover under
12. Cancelling or renewing your car insurance policy, where the loss is partly or wholly the
your cover fault of a third party, This includes, but is not restricted to, personal
injury, policy excesses, loss of earnings, vehicle recovery charges,
13. If you want to complain travel expenses, caravans and trailers and the cost of repairing
damage to your attached towable trailer.
14. Handy contact details

15. Key words and terms Hire car key words and terms
Hire car: A similar type or sized vehicle to your car provided by a
car hire company. If your insured vehicle is an electric vehicle this is
subject to availability.