Frequently Asked Questions

Transcription

1 Frequently Asked Questions Important Numbers Claims and Accident Helpline *We recommend you save this number to your mobile phone *(24 hours) Policy Changes Quotes and Renewals Mon to Thurs Friday Saturday

2 Contents These Frequently Asked Questions apply to Annual Comprehensive Cover. If you have any further questions please call us on About Honda Insurance What age limits apply for Honda Insurance? Is immediate cover available? How can I pay? Do I need to be the registered keeper of the car to insure it? What type of cover can I get? Why do I have to tell you what I use my car for? What is No Claims Discount (NCD)? a What do I need to provide as proof of my No Claims Discount? b Where do I send my proof of No Claims Discount? Will you accept proof of No Claims Discount from abroad? What about No Claims Discount from a company car? No Claims Discount. Can I protect this? Car Modifications: What is your policy on this? What type of driver licences do you accept? How do I make a windscreen claim? Travelling abroad: Will my policy cover this? Does my policy allow me to drive someone else s car? Is my car covered for another person to drive? How do I make changes to my policy? What if my circumstances alter during the year? You state that other insurers won t provide a courtesy car if I want my car repaired at a Honda Accident Repair Centre, whereas Honda Insurance will? How do I get a replacement certificate? How do I cancel my policy? About My Policy Renewal What methods of payment do you accept for policy renewal? Will my premium change at renewal? If I ve made a claim, how will it affect my renewal premium? Will my No Claims Discount be affected if I ve made a claim this year? What if my No Claims Discount is protected or guaranteed? Can I protect my No Claims Discount at renewal? How do I make a change to my policy from renewal? What should I do if I ve received a motoring conviction during the past year? What should I do if I ve modified my car? What should I do if I don t want to renew my Honda Insurance policy? When will I get proof of my No Claims Discount? About My Claim How do I make a claim? What should I do if I am involved in an accident? Who repairs my car? What happens if I want to use my own repairer? Total loss. What exactly does this mean? If my vehicle is a total loss what about settlement value? What happens if my car is stolen? Do I need to contact the Police after an incident involving my car? How long will it take to sort out my claim? What happens in the claims process if the accident was not my fault? What happens if the accident was my fault? What if the other driver disputes the accident circumstances? How does a claim affect my No Claims Discount? What is a Policy Excess? 6

3 1.0 About Honda Insurance 1.01 What age limits apply for Honda Insurance? Applicants for Honda Insurance, and all drivers to be covered on the policy, must be aged at least 21 years and under 85 years within these limits age criteria will vary according to the make and model of the vehicle to be insured. Other underwriting criteria, such as minimum years no claims discount, may also apply Is immediate cover available? Yes. Just call Honda Insurance on How can I pay? We accept all major credit and debit cards. Alternatively, you may pay monthly by direct debit. All you have to do is call us on and inform us of your preference to pay by direct debit before you take out a policy with us, or when renewing your policy Do I need to be the registered keeper of the car to insure it? Normally either the policyholder or their partner needs to be the registered keeper of the car. Honda Insurance can sometimes insure personal lease cars What type of cover can I get? Honda Insurance offers comprehensive cover for the highest level of protection. It covers you for accidental damage, fire, theft or malicious damage to your own car, as well as any damage you cause to other people and their property Why do I have to tell you what I use my car for? Honda Insurance needs to make sure that your policy covers the activities for which you use your vehicle. There are seven classifications of use : Social Domestic & Pleasure (Excluding commuting): Use only for social domestic & pleasure purposes excluding travel to and from permanent place of business. Social Domestic & Pleasure (Including commuting): Use only for social domestic & pleasure purposes including travel to and from permanent place of business. Social Domestic & Pleasure and Business Use - Policy Holder (Class 1): Use only for social domestic & pleasure purposes and use by the policyholder in person in connection with his/her business or profession excluding commercial travelling or use in connection with the motor trade Social Domestic & Pleasure and Business Use - Spouse (Class 1): Use only for social domestic & pleasure purposes and use by the policyholder s spouse in person in connection with his/her business or profession excluding commercial travelling or use in connection with the motor trade Social Domestic & Pleasure and Business Use - Policy Holder & Spouse (Class 1): Use only for social domestic & pleasure purposes and use by the policyholder or spouse in person in connection with his/ her business or profession excluding commercial travelling or use in connection with the motor trade Social Domestic & Pleasure and Business Use - Policy Holder, Employer or Named Driver (Class 2): Use only for social domestic & pleasure purposes and use for the business or trade purposes of the policyholder and/or the policyholder s employer and/or named driver excluding commercial travelling or use in connection with the motor trade. Social Domestic & Pleasure and Business Use - Policy Holder and Employer (Class 3): Use only for social domestic & pleasure purposes and use for the business or trade purposes of the policyholder and/or the policyholder s employer including commercial travelling or use in connection with the motor trade What is No Claims Discount (NCD)? Simply, it is a reward or bonus for good driving. Every year of claim-free driving earns you a discount off the cost of your insurance renewal up to a maximum of five years. If you have already earned a No Claims Discount with a previous insurer, Honda Insurance will ask you to send written proof of this within 30 days of the commencement date of the policy. 1

4 1.07a What do I need to provide as proof of my No Claims Discount? It is your responsibility to provide us with proof of No Claims Discount. In order to validate your NCD, we need to see a document from your insurer. We will accept proof in the form of a current renewal notice or an official letter that must confirm all of the following: Insurer s name Expiry date Policy number Your name Number of years NCD Please Note: No Claims Discount proof cannot be used at the same time on multiple live policies; it can only be used on one live policy at any one time. If you are already insured with us then there may be alternative discounts we can provide for your additional car. 1.07b Where do I send my proof of No Claims Discount? Your proof of No Claims Discount should be sent to us within 30 days of the commencement date of the policy. Honda Insurance, Sunset Court, High Street, Princes Risborough, Bucks. HP27 0AX 1.08 Will you accept proof of No Claims Discount from abroad? Yes, we can accept written proof of No Claims Discount from any EU country, dated within the last 2 years and clearly shows the insurer s name and expiry date of the policy What about No Claims Discount from a company car? We will accept proof of No Claims Discount from a company car providing you can supply a letter written in English on your company insurer s headed paper with the following information; Your name Dates of insurance with the company Dates and details of any claims or accidents Registration number of the insured car and name of the company Confirmation that you were the sole user of the car that it was not a pool car Confirmation that you no longer have use of this car and that the No Claims Discount has been released 1.10 No Claims Discount. Can I protect this? You will be able to protect your No Claims Discount so long as: You have four or more years No Claims Discount 1.11 Car Modifications: What is your policy on this? The basic answer is that it depends on the type of modification. Please call us on for further details What type of driver licences do you accept? UK full (including automatic licences) UK provisional EU full and many International licences 1.13 Travelling abroad: Will my policy cover this? Your Honda Insurance includes FREE comprehensive cover for 60 days (the same cover you have in the UK) in all EU countries. Please inform us when you take your car to an EU country. You will need to take your Certificate of Motor Insurance with you Does my policy allow me to drive someone else s car? In most circumstances you will be covered Third Party to drive someone else s car with their consent. However, certain conditions apply please refer to your certificate of insurance and policy booklet 1.15 Is my car covered for another person to drive? Only if the person is named on your Certificate of Motor Insurance. To add another driver or drivers to your policy permanently or temporarily, please call Honda Insurance on

5 1.17 How do I make changes to my policy? Simply call Honda Insurance on and tell us what you want to change What if my circumstances alter during the year? All you need to do is tell us of any change by calling us on You state that other insurers won t provide a courtesy car if I want my car repaired at a Honda Accident Repair Centre, whereas Honda Insurance will? You usually only receive a courtesy car from other insurance providers if your car is repaired at one of their chosen repair centres, so if you insist on having it repaired at a Honda Accident Repair Centre, your insurer may withdraw the offer of a courtesy car. In contrast, with Honda Insurance, you are entitled to a courtesy car when your vehicle is repaired at a Honda Accident Repair Centre How do I get a replacement certificate? If you lose your Certificate of Motor Insurance, or it becomes defaced or destroyed, just call us on and a duplicate certificate will be sent out to you. Please note that we charge an administration fee of up to 10 for duplicate documents How do I cancel my policy? To cancel your policy please write to us at the following address giving 7 days notice and either returning your Certificate of Motor Insurance or providing us with an electronic declaration of surrender in accordance with Section 147 of the Road Traffic Act 1988: Honda Insurance, Sunset Court, High Street, Princes Risborough, Bucks. HP27 0AX 3

6 2.0 About My Policy Renewal 2.01 What methods of payment do you accept for policy renewal? We accept payment by debit or credit card, or continuation of your exiting direct debit. To change the way you pay for your policy, please call us on Will my premium change at renewal? We aim to keep your renewal premium as low as possible. If you have four years or less No Claims Discount and have not made a claim during your time with us, you ll receive a further year s No Claims Discount. This will reduce your premium, but any rate increases that may have to be made during the year could mean your premium is higher than the previous year If I ve made a claim, how will it affect my renewal premium? If Honda Insurance already knows about the claim before we post your renewal pack, your No Claims Discount entitlement will have already been amended and your renewal premium revised to take the claim into account. If you make a claim and we ve already posted your renewal pack, we will have to amend your No Claims Discount entitlement and revise your premium. We will let you know what your new premium is as soon as you notify us about the claim Will my No Claims Discount be affected if I ve made a claim this year? No Claims Discount becomes reduced for every claim you make in such cases where we don t recover all of our costs. For all fault claims you make, your No Claims Discount will be reduced by two years (or one year if you only have one year s No Claims Discount). Also, you won t get an extra year s No Claims Discount when your policy is due for renewal What if my No Claims Discount is protected or guaranteed? You can make up to two fault claims in a five year period before we will remove the protection. If you make three fault claims in five years, we will remove the protection and reduce your No Claims Discount by two years Can I protect my No Claims Discount at renewal? You will be able to protect your No Claims Discount as long as: you have four or more years No Claims Discount 2.07 How do I make a change to my policy from renewal? Just call us on and we will make the changes for you What should I do if I ve received a motoring conviction during the past year? If you experience any of the following: penalty points a disqualification a ban or any other motoring conviction please call us immediately on What should I do if I ve modified my car? Please call us on if you have modified your car, as we don t cover all modifications. It s important to note that a standard parts replacement clause applies to all modified cars What should I do if I don t want to renew my Honda Insurance policy? Please give us a call on

7 3.0 About My Claim 3.01 How do I make a claim? Call our claims helpline on What should I do if I am involved in an accident? However careful you are, accidents do happen. It s your job to try and avoid them; it s our job to sort out the consequences as quickly and painlessly as we possibly can. Following these rules will keep the process uncomplicated for you and us: 1. Don t drive away. You must stop if any other person or animal has been hurt, or if any vehicle or property has been damaged. 2. Call our Claims and Accident Helpline on either from the scene of the accident or as soon as practically possible. We ask that you call us within 2 hours of the incident even if you do not plan to make a claim. Any delay almost invariably increases claims costs and ultimately your next premium. 3. Get the names, addresses and phone numbers of any drivers or pedestrians involved, as well as any witnesses. Ask drivers for the names of their insurers and their policy or certificate numbers. 4. Draw a diagram of the scene. Show as much detail as possible, including the positions of all vehicles involved (before and after the accident), speeds and distances, road names and layout, where witnesses were standing, any obstructions to your or other road users view, weather/light conditions, time of day, and anything else you feel would be relevant. 5. If anyone has been injured, or damage has been caused to other property, you must show your Certificate of Motor Insurance to the Police or to anyone involved in the accident. If you can t do this at the time, you must report the accident to the Police and show them your Certificate of Motor Insurance no later than 24 hours after the accident. 6. Don t admit blame or liability or make an offer of payment. If any of the other people involved do this, please tell us. 7. You may be asked to supply a diagram of the accident Who repairs my car? Honda Insurance only uses Honda Accident Repair Centres to repair your Honda to provide the highest level of service and quality of repairs for our customers. This maintains the full integrity, safety and will help to protect the residual value of your vehicle. The Honda Accident Repair Centre will also provide you with a free courtesy car for the duration of the repair. Each repair is carried out in accordance with your vehicle manufacturer s technical standards, and the quality of the repair is guaranteed for 5 years or for as long as you insure your car with Honda Car Insurance, underwritten by Aviva. All replaced parts are manufacturerapproved What happens if I want to use my own repairer? You may use a repairer of your own choice but doing so means that Honda Insurance will be unable to guarantee the work and you will need to obtain an estimate for us to approve the repair before work can commence. You will also lose your right to a free courtesy car, if you are the fault party Total loss. What exactly does this mean? If the cost of the repair is disproportionate to the value of the vehicle, Honda Insurance may consider it to be beyond economic repair. This is referred to as a total loss If my vehicle is a total loss what about settlement value? Your Honda approved repairer and the Honda Insurance engineer will inspect your vehicle. Following this, they will consult with you and place a value on the vehicle. The value will be based on the condition of the car before the incident took place including: the bodywork, mileage, interior and service history. Following the completion of the total loss report, Honda Insurance will conduct industry checks. These aim to safeguard policyholders against any possible fraud. Once completed, payment will be sent to you, subject to the deduction of any excess What happens if my car is stolen? The first thing you should do is report the theft to the Police. Ensure that you obtain a crime reference number, which you should make a careful note of. Then contact us on We will take down the full details from you. After this, a number of insurance industry database checks will be carried out these are designed to protect our customers from fraud. A personal claims advisor will discuss the claim with you. When our enquiries are successfully completed, an offer will be made to settle your claim Do I need to contact the Police after an incident involving my car? You need to report any incident to the Police in the following circumstances: 1. if the car is stolen 2. if the car has been broken into 3. if the car has been maliciously damaged 4. if you are involved in a collision which causes damage or injury to any other person, vehicle, animal (being a horse, cattle, an ass, a mule, a sheep, a pig, a goat or a dog) or property. 5. if you feel other illegal acts have taken place 5

8 3.09 How long will it take to sort out my claim? Each claim is different so we are unable to give you an exact timescale. We aim to settle claims as quickly as possible. When you report the incident to your personal claims advisor he/she will give you a better idea of the period involved What happens in the claims process if the accident was not my fault? We aim to have your car repaired, or a settlement to you if it is a total loss, as quickly as possible. During this period, you will receive a courtesy car for your immediate use. We will aim to recover any outlay we have made on your behalf from the person responsible for the accident providing we re successful, the claim will not affect your No Claims Discount What happens if the accident was my fault? With comprehensive cover, a claims advisor will arrange the repairs to your vehicle (or an inspection if likely to be a total loss) and we will handle the other driver s claim as quickly as possible. Any correspondence that you might receive from the other driver, or their insurers, should be forwarded to your personal claims advisor who will respond on your behalf. In the meantime you will be provided with a courtesy car for the duration of the repair What if the other driver disputes the accident circumstances? Your personal claims advisor will do their very best to persuade the other driver (or their insurer) that the accident was their fault by presenting them with all the facts gathered and the facts that you have provided. Your personal claims advisor will always fight your corner but, on occasion, if the facts do not fully support either driver s version of the incident, everybody involved may have to take some responsibility. If this happens, your personal claims advisor will negotiate the best possible settlement How does a claim affect my No Claims Discount? If the incident was not your fault and Honda Insurance makes a full recovery from the responsible person, your No Claims Discount will be unaffected What is a Policy Excess? This is the part of the claim that you agree to pay your Honda Insurance policy covers you for the remaining amount. When you report the claim, your personal claims advisor will remind you of the amount of your excess. Details can be found on your Policy Schedule. You should get the excess back if you are the non-fault party in an accident. Honda Insurance Sunset Court High Street Princes Risborough Bucks HP27 0AX Honda Car Insurance is underwritten by Aviva Insurance Limited. Honda Motor Europe Limited is an Appointed Representative of Aviva Insurance Limited, which is registered in Scotland No. 2116, with Registered Office at Pitheavlis, Perth PH2 0NH and Authorised by the Prudential regulation Authority and Regulated by the Financial Conduct Authority and the Prudential regulation Authority with firm reference number