Frequently Asked Questions

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1 Frequently Asked Questions Important Numbers Claims and Accident Helpline (24 hours) Glass Helpline (24 hours) Policy Changes Quotes and Renewals (Mon to Thu ; Fri ; Sat ) (Mon to Thu ; Fri ; Sat ) Complaints (Mon to Fri )

2 Contents These Frequently Asked Questions apply to Annual Comprehensive Cover. If you have any further questions please call us on About your motor insurance What age limits apply? 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)? What do I need to provide as proof of my No Claims Discount (NCD)? Where do I send my proof of NCD? What about NCD from a company car? What if I am unable to supply acceptable proof within 30 days? What happens if my NCD proof is different to what I told you? Can I protect my NCD? What is your policy on car modifications? What type of driver licences do you accept? 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 3 Mitsubishi Approved Accident Repair Centre, whereas Original Insurance will? 1.22 How do I get a replacement certificate? How do I cancel my policy? Do I need to have a tracking device fitted? About my policy renewal What methods of payment do you accept for policy renewal? Automatic or continuous renewal What should I do if I don t want to renew? Will my premium change at renewal? If I ve made a claim, how will it affect my renewal premium? Will my No Claims Discount (NCD) be affected if I ve made a claim this year? What if my No Claims Discount (NCD) is protected? Can I protect my No Claims Discount (NCD) 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? How do I get proof of my No Claims Discount (NCD)? About my claim How do I make a claim? How do I make a windscreen 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 (NCD)? What is a Policy Excess? 6

3 1.0 About your motor insurance 1.01 What age limits apply? Applicants for insurance, and all drivers to be covered on the policy, must be aged between 17 years and 79 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 Original 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? Original Insurance can insure either the policyholder, their partner, or personal lease cars as the registered keeper of the car. Please call us on for further details What type of cover can I get? Original 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? Original Insurance needs to make sure that your policy covers the activities for which you use your vehicle. There are five classifications of use : Social Domestic & Pleasure (Excluding commuting): Use for social domestic & pleasure purposes only. Social Domestic & Pleasure (Including commuting): Use 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 for social domestic & pleasure purposes including commuting, and use by the policyholder only in person for his/her own or employer s business. Social Domestic & Pleasure and Business Use - Policy Holder & Spouse (Class 1): Use for social domestic & pleasure purposes including commuting, and use by the policyholder only in person for his/her own or employer s business, and by the policyholder s spouse or civil partner in person for his/her own or employer s business. Social Domestic & Pleasure and Business Use (Class 2): Use for social, domestic and pleasure purposes including commuting, and personal business use by the policyholder and business use by all permitted named drivers What is No Claims Discount (NCD)? Every year of claim-free driving earns you a discount off the cost of your insurance renewal. The maximum NCD we award is 9 years What do I need to provide as proof of my No Claims Discount (NCD)? If you have earned a NCD with a previous insurer, you will need to provide us with proof of this within 21 days of the policy start date. What is acceptable? A current Renewal Notice An official Proof of NCD letter Original or copy documents It needs to: Be dated within the two years prior to your new policy start date, otherwise you will need to explain any gaps in cover Be from a UK insurer and not used already on a live policy. 1

4 It should confirm: The insurer s name Your name and that you are the Policyholder Policy number The number of NCD years applicable at the end of your policy Policy expiry/cancellation date (your previous policy should have ended before we can apply a NCD to your new policy) What is not acceptable? NCD that is in use on another policy NCD for a policy that ended over 2 years ago NCD from a motor home or van over 3.5 tonnes NCD from a taxi NCD from a motorbike NCD from overseas NCD from an Any Driver fleet policy A Statement of Fact A Policy Schedule 1.09 Where do I send my proof of NCD? Send your proof of NCD quoting your name, policy number and vehicle registration: By to: or By post to: Original Insurance, Batchworth House, Church Street, Rickmansworth, Herts WD3 1JE 1.10 What about NCD from a company car? Company car bonus is acceptable, as long as the policyholder can provide proof from their employer, on company headed paper signed by a senior executive of the company or fleet manager, which confirms: The policyholder has had sole use of the company car; The length of claims-free driving experience; The class of use must have included Social Domestic and Pleasure purposes; The evidence must refer to a UK based company; and The evidence must not be more than 2 years old. NCD proof from a multi-user fleet, pool car or motor trade policy is not acceptable What if I am unable to supply acceptable proof within 21 days? We will adjust your NCD to 0 years and give you 7 days notice in writing that we will either: Charge an additional premium (if you pay by direct debit this will be applied to your monthly instalments), or Cancel your policy 1.12 What happens if my NCD proof is different to what I told you? We will adjust your NCD to match your proof, which may result in an additional premium. If you pay by direct debit this will be applied to your monthly instalments Can I protect my NCD? You will be able to protect your NCD so long as: You have 1 or more NCD years to protect You have not had 2 or more fault claims in the last 12 months What is your policy on car modifications? Vehicle manufacturer parts and accessories Parts and accessories which could be regarded as modifications (for example an exhaust) that are supplied by the vehicle manufacturer as a factory fitted option or sold and fitted by a vehicle manufacturer authorised bodyshop as part of the official range from the vehicle manufacturer are covered as standard. They are not to be treated as modification even if fitted as an aftermarket update or addition to the vehicle. The value of the vehicle insured should reflect any options fitted. Optional extras If a vehicle is fitted with an optional extra when the vehicle is being purchased this should be included within the vehicle s overall value. Optional extras are not treated as modifications as they are manufacturer fitted and are added as part of the vehicle sales process. Other than the above it will depend on the type of modification you have. Please call us on for further details. 2

5 1.15 What type of driver licences do you accept? UK full (including automatic licences) UK provisional (as long as there is another driver on the policy who is over 21 and has held a full licence for three years) EU full Medically restricted licences 1.16 Travelling abroad: Will my policy cover this? Your Original Insurance includes free comprehensive cover for 90 days (the same cover you have in the UK) in all EU countries. 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 Section 1 of your Policy Document 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 Original Insurance on How do I make changes to my policy? Call Original 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 Mitsubishi Approved Accident Repair Centre, whereas Original 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 Mitsubishi Approved Accident Repair Centre, your insurer may withdraw the offer of a courtesy car. In contrast, with Original Insurance, you are entitled to a courtesy car when your vehicle is repaired at a Mitsubishi Approved 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 25 for duplicate documents How do I cancel my policy? To cancel your policy please call us on Alternatively write to us at the following address giving 7 days notice: Original Insurance, Batchworth House, Church Street, Rickmansworth, Herts, WD3 1JE. Cancellation within the 14 day reflection period If you cancel the policy within 14 days of the date you receive it, you are entitled to a refund of the premium you have paid. We will charge a pro-rata premium, except where an incident has occurred which may give rise to a total loss claim, in which case the full annual premium will be payable to us. Original Insurance Services will charge a fee of 25 to cover administration charges (subject to any applicable taxes). Cancellation after the 14 day reflection period If you cancel the policy before the first renewal date, as long as you have not made a claim we will refund the part of the premium you have not yet used less a charge of 25 plus Insurance Premium Tax. In addition, Original Insurance Services will charge a fee of 25 to cover administration charges (subject to any applicable taxes). If you cancel the policy after the first renewal date, as long as you have not made a claim we will refund the part of the premium you have not yet used less a charge of 5 plus Insurance Premium Tax. In addition, Original Insurance Services will charge a fee of 20 to cover administration charges (subject to any applicable taxes) Do I need to have a tracking device fitted? For vehicles valued at 75,000 or over, we will only provide cover where an acceptable Thatcham accredited anti-theft vehicle tracking device is fitted. 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 existing direct debit. To change the way you pay for your policy, please call us on Automatic or continuous renewal If you have given us authority to apply automatic or continuous renewals to your policy, when your policy is due for renewal, we will renew it for you automatically. This saves you the worry of remembering to contact us prior to the renewal date. We will write to you 14 days before the policy expires with full details of your next year s premium and policy conditions. We will also issue you with a new Certificate of Motor Insurance. Should we decide that we will not renew your policy, we will notify you in writing 14 days prior to the renewal date What should I do if I don t want to renew? Please call us on Will my premium change at renewal? We aim to keep your renewal premium as low as possible. If you have less than 9 years No Claims Discount and have not made a claim during your time with us, you ll receive a further year s No Claims Discount up to a maximum of 9. 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 Original 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 (NCD) be affected if I ve made a claim this year? NCD is reduced for every claim you make in such cases where we don t recover all of our costs. If you have not chosen to protect your NCD, a single claim will reduce the discount by one year. Each subsequent claim will reduce the discount by another two years (or one year if you only have one year s NCD). Also, you won t get an extra year s NCD when your policy is due for renewal What if my No Claims Discount (NCD) is protected? You can make one fault claim in each insurance period before we will remove the protection. If you make a subsequent claim, we will remove the protection and reduce your NCD Can I protect my No Claims Discount (NCD) at renewal? You will be able to protect your NCD as long as: You have 1 or more NCD years to protect You have not had 2 or more fault claims in the last 12 months How do I make a change to my policy from renewal? Call us on and we will make the change for you What should I do if I ve received a motoring conviction during the past year? Please call us immediately on if you experience any of the following: Penalty points A disqualification A ban Or any other motoring conviction 2.11 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 How do I get proof of my No Claims Discount (NCD)? Your NCD proof can be found in your renewal pack. 4

7 3.0 About my claim 3.01 How do I make a claim? Call our claims helpline on How do I make a windscreen claim? Should your windscreen become damaged in any way you will need to call our Glass Helpline on If the windscreen is replaced, you ll have to pay an excess of 80. Claims for repairs to your windscreen are subject to an excess of 25. Neither windscreen replacement nor repair will affect your No Claims Discount 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 may increase 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. If you have a mobile phone with you and it is fitted with a camera, try and take photographs to support the positions of the vehicles and the extent of damage. 5. Don t admit blame or liability or make an offer of payment. If any of the other people involved do this, please tell us Who repairs my car? Original Insurance only uses Mitsubishi Accident Repair Centres to repair your Mitsubishi 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 Mitsubishi 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. All replaced parts are manufacturer-approved What happens if I want to use my own repairer? You may use a repairer of your own choice but doing so means that Original 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 at fault party Total loss. What exactly does this mean? If the cost of the repair is disproportionate to the value of the vehicle, Original 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 Mitsubishi approved repairer and the Original 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, Original Insurance will conduct industry database 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. If your vehicle is fitted with an anti-theft tracking device please call the provider who may be able to help relocate your vehicle. 5

8 3.09 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 3.10 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 the repair period, you will receive a courtesy car for your 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 (NCD)? If the incident was not your fault and Allianz Insurance Plc make a full recovery from the responsible person, your NCD will be unaffected What is a Policy Excess? This is the part of the claim that you agree to pay your Original 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 involved in a non-fault accident. For full details of the terms and conditions of your policy, please refer to the Policy Document available at Original Insurance Batchworth House Church Street Rickmansworth Hertfordshire WD3 1JE Insurance is provided by Original Insurance Services Ltd, registered in England and Wales No at Batchworth House, Church Street, Rickmansworth, Hertfordshire, WD3 1JE and is authorised and regulated by the Financial Conduct Authority. It is underwritten by Allianz Insurance plc, registered in England No at 57 Ladymead, Guildford, Surrey, GU1 1DB. Allianz Insurance plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register No ). Calls to 0330 numbers cost the same as geographic UK landline numbers (starting 01 and 02). They are also included as part of inclusive call minutes and discount schemes from all major mobile phone and landline operators or where this has been exceeded, charged at the standard geographic rate. Calls to 0800 numbers are free from a UK landline number. Call charges from mobiles may vary. Call charges from mobiles may vary. Calls to 0844 numbers cost no more than 5p per minute for BT customers. Call charges from other companies may vary - please check with your provider. Calls may be monitored or recorded for security and training purposes. 1502MITPCAFQ 6

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