Q&A - All the Facts!

Questions

1. Can I get a quote if I don't have a registration number?

2. Do I need to provide evidence of my no claim discount?

3. I've been driving a company car for the last few years. Will you give me a no claim discount?

4. What should I do if I have an accident?

5. Do you always provide a courtesy car if I have an accident?

6. What should I do if my circumstances change during the period of insurance?

7. How do I get my Certificate of Motor Insurance?

8. How can I pay for my policy?

9. How do I cancel my policy?

10. How do I complain?

11. How can I renew my policy?

12. Can I renew my policy on this website?

Answers

1. Can I get a quote if I don't have a registration number?

Yes. We understand that there may be circumstances where you won't have the registration number of the car you want to insure - it may be that you're thinking of changing cars and want to find out how much it would cost to insure. You can select from our list of cars and input the registration ABC 1234 to get a quotation, but if you decide that you want to buy a policy, then you will need to know the registration number.


2. Do I need to provide evidence of my no claim discount?

If you decide to take out a motor policy with us, you'll need to provide evidence of your no claim discount. This is the original of your most recent insurance document from a UK insurer that shows the number of years' no claim discount you've earned, the expiry date of your last insurance policy and any claims you've made. Usually this is one of the documents in your renewal invitation from your last insurer. Please note that you can't use the same no claim discount on more than one policy at the same time. If you cannot find your no claims bonus let us have the details of where you were previously insured and we will obtain the bonus on your behalf.


3. I've been driving a company car for the last few years. Will you give me a no claim discount?

If you're a company car user who is moving to your own insurance, then we'll need a letter from your employer confirming that you were the sole user of the company vehicle, the dates you were covered under the company car scheme, details of any claims which occurred during this period and whether these were settled on a fault or non fault basis. We have a number of insurers who will either allow a full introductory discount for claim free driving or match your company car experience with the same number of no claims bonus years. To calculate a quotation for previous or existing company car users please contact us on 028 2827 9621.


4. What should I do if I have an accident?

If you have an accident and need to have your car repaired, our priority is to get you back on the road again as soon as possible. If you use your insurers recommended repairer they will provide a FREE courtesy car while your own is being repaired. Please phone our office on 028 2827 9621 or look for the claims help line in your policy documentation.


5. Do you always provide a courtesy car if I have an accident?

If you have comprehensive cover and make a claim under your policy, we will ensure you have a FREE courtesy car while your own is being repaired provided that you use a member of our or your insurers recommended repairer network for the repair of your car. However, a courtesy car is not available if your car is stolen and not recovered or is considered to be a total loss. The courtesy car will be automatically insured by your own policy at no additional cost to you. However, the normal policy terms and conditions continue to apply. For example, if you have an accident in the courtesy car, it will be treated as another claim under your policy and you may lose your no claim discount. You'll be responsible for any fines for parking and other motoring offences you incur while using the courtesy car. You'll also be responsible for any congestion charges and tolls while using the courtesy car.


6. What should I do if my circumstances change during the period of insurance?

You must tell us as soon as possible if any of the following occur:

  • you make changes to your car which improves its value, performance or attractiveness to thieves
  • you change your car
  • you want to use your car for a purpose not included in your schedule
  • You become aware of any medical conditions which may affect the driving ability of yourself or any named driver on the policy ?
  • you or any other driver named on the policy are convicted of a motoring offence other than fixed-penalty parking offences
  • you change the address where you normally keep your car
  • you or any other driver named on the policy change your occupation
  • you change your annual mileage

We may then re-assess your cover and premium. If you don't tell us about any relevant changes, your insurers may reject or reduce any claim or treat you as being uninsured. We may charge you an administration fee for any changes you make to your policy details during the period of cover. These fees are detailed in our terms of business. Please call us on 028 2827 9621 to make any changes to your policy.


7. How do I get my Certificate of Motor Insurance?

Your Certificate of Motor Insurance is held in our system and will be sent to you by post or email once we have received and verified all your paperwork. A cover note (which is a temporary certificate) will be issued at the inception of the policy.


8. How can I pay for my policy?

We offer our customers a choice of easy payment methods. You can choose to pay your premium in a lump sum by debit card or credit card. Or, if you prefer, for a small additional charge, the cost of your car policy can be spread over the year by paying instalments by direct debit. Paying online is via secure server, which uses advanced encryption technology to ensure your details are safe during transmission. We accept the following credit and debit cards:



The terms and conditions that apply if you want to pay by instalments are set out in our Credit Agreement.


9. How do I cancel my policy?

If you're not satisfied with the cover provided by your policy, you have 14 days to cancel. If you are a new customer, this will be 14 days from the date you receive your documents. If you are an existing customer, you'll have 14 days from the renewal date of your policy. If you decide to cancel, you must return your Certificate of Motor Insurance to us at 16 Upper Main Street, Larne Co Antrim BT40 1SX. As long as no incidents have arisen which could result in a claim under your policy, we'll refund the premium you've paid. If any incidents have arisen your insurers will decide the amount of return premium if any. If you don't exercise your right to cancel during the 14 day period, your policy will continue as normal. If you decide to cancel after this 14 day period, you must give us seven days' notice in writing and return your Certificate of Motor Insurance to us. As long as no incidents have arisen which could result in a claim under your policy, we will refund the part of the premium you have not yet used, less an administration fee to take account of our costs in providing your policy. The fees are detailed in our Terms of Business. We'll cancel your policy from the date we receive your Certificate of Motor Insurance. If you have lost your Certificate of Motor Insurance, we'll ask you to complete a Lost Certificate Declaration and your cancellation will not take effect until the date we receive your Certificate of Motor Insurance or Lost Certificate Declaration. If the amount due when you cancel your policy is more than the amount you have paid, you must pay us the difference.


10. How do I complain?

We're committed to providing you with a first class service but we recognise that there may come a time when you feel we haven't delivered and you want to make a complaint. We'll always try to resolve any complaint speedily and at the earliest possible stage. The person dealing with your complaint will be authorised to settle it on your behalf. In the first instance, please call our Customer Service Department on 028 9570 4035 . We will try to resolve your complaint as soon as we receive it but if this isn't possible, we'll make sure that we send you an acknowledgement of your complaint no later than four working days after receiving it. This will tell you the name of the person handling your complaint and will have a leaflet setting out our Complaints Procedure. We'll write to you to confirm what we have done to resolve your complaint. If we haven't resolved it within 4 weeks, we'll explain why and tell you when we expect to be able to provide you with a decision. In the unlikely event that the problem hasn't been solved to your satisfaction, you may contact the Managing Director who will review your complaint and send you our final decision in writing. The address is:


Mr R P Matthews Oakland Insurance Services Ltd
16 Upper Main Street
Larne
Co Antrim
BT40 1SX


11. How can I renew my policy?

Approximately 3 weeks before your policy expires, we'll send you a renewal invitation by post which will show details of how to renew and what your new premium is. If you pay your premium by direct debit, your existing policy may be automatically renewed, or your cover may continue to be provided through your existing insurer. You'll be notified of this before your policy expires and you'll be given details of the renewal terms including any changes in your policy cover. If you don't wish to renew your policy, you should tell us before your renewal date. If you don't tell us and your policy is renewed, we'll continue to make deductions from your bank account for the new premium.


12. Can I renew my policy on this website?

Yes, some car insurance policies can be renewed online. Your renewal invitation will tell you if you can use this facility. Declaration - It is important that all information provided on our on-line quotation facility is complete and accurate. If you fail to disclose any material information, this could invalidate your insurance cover and mean that claims will not be paid. If you are in any doubt about whether any information is material then it should be disclosed.

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