Customer Portal

What is the Customer Portal?

The customer portal is a secure location where we send you your policy documentation and any communications regarding your insurance policy.

Your customer portal is unique to you and has many benefits, such as:
 - Easy to use
 - You can access it at any time you wish
 - You can upload any documents we require from you quickly using the portal
 - Your policy documentation is stored securely
 - Help us promote a paper free environment

How do I set up the Customer Portal?

The customer portal is easy to setup, just follow these steps:
 - We will email you a link to get you started on the customer portal.
 - Once you have received this link, as this is your first time accessing it, please click on the option 'Please click here to register'.
 - You will then be asked for your email address and postcode - please make sure this matches the information you told us when setting up your policy.
 - A password is also needed - please create a secure one by following the tips provided.
 - Then click the 'Register' button - this will then trigger an activation email to be sent to you (this may go into your junk folder).
 - Once you have found this activation email, please click the link provided to activate your customer portal account.
 - You will need to re-enter your login details (email address and password) and submit these.
 - You now have access to your personal customer portal.

If you do have any issues in accessing this portal, please contact us and we will be happy to help. 

Can I send requested documents via the Customer Portal?

Yes - the quickest and easiest way to send us documents will be through the customer portal.

Once you have step up the customer portal, you can easily upload your documents to us through this portal - you will find instructions on how to do this on the portal.

You also don't need to tell us once you have uploaded documents to the customer portal as we will get a notification of this.
 
You can upload various file types to the portal but generally JPEG and PDF work best.

Lots of customers use their smart phone to take a photo of their documents and then upload this - please just make sure any documents you send us are clear - check out our help below on documents so you can be sure your uploads will be acceptable.

Documents

When will I receive my insurance certificate?

We work hard to send your cover note/insurance certificate to you via the customer portal the same working day as you purchased the policy.

Where this is not possible, we will strive to get this sent to the customer portal within 48hrs of you purchasing the policy.

How can I get a copy of my insurance certificate?

Once you have setup the customer portal, you will be able to access your insurance certificate at any time whilst your policy is in force.

Where you have requested documents from me, are there any rules I need to follow?

Yes - so that we can ensure the requested documents you provide us will be acceptable, it is important that the following rules are followed: - Copies of documents must be clear. - Copies of documents must show the document in full. - Copies of documents must not be tampered with or edited. - Where documents require to be dated, dates must be valid. Should there be any further rules, we will make sure to tell you about these also.

I need to update my driving licence, how do I do this?

Our insurers will insist that your driving licence matches the address that you have told us you live at, and will cancel your policy if you do not update your licence. You also risk being fined £1000 if you do not tell the DVLA when your address changes.

You can update your licence free of charge online using the below link:
https://www.gov.uk/change-address-driving-licence

Why is my vehicle registration not showing as insured on the Motor Insurance Database (MID)?

The MID can take 3-5 working days to be updated with any new policies or changes to your existing policy. If you are still concerned after this time that your policy is not on the MID, please telephone us. You can check the MID using this below link: https://ownvehicle.askmid.com/

Why is my total premium different to the amount shown on my schedule?

Your total premium will include our fees and any additional extras you have purchased through us - for example breakdown cover, key cover etc. Your schedule will only show the insurers premium.

When will I receive my policy documents?

We try to issue your policy documentation the same working day wherever possible, where it is not possible, we will strive to issue your welcome documents within 48 hours of you purchasing the policy

Why is my vehicle registration not showing as insured on the Motor Insurance Database (MID)?

The MID can take 3-5 working days to be updated with any new policies or changes to your existing policy. Please contact us on 03332 224 005 if the MID has not been updated after this time period.

You can check the MID using this below link:

www.ownvehicle.askmid.com

How can I get a copy of my insurance certificate?

We will send your insurance certificate as soon as we can from the time you purchase your policy with us. We send certificates either via email or post depending on your preference. If you need a duplicate copy of your insurance certificate please contact us: contact@quotedetective.com

How can I send my supporting documents to you?

The quickest and easiest way to send us documents is by taking a photo using your smart phone or digital camera and sending the photo in an email to us to contact@quotedetective.com.


Alternatively you can send them in the post to Quote Detective, 3rd Floor – Cwmbran House, Mamhilad Park Estate, NP4 0HZ.

 

When providing supporting documents, please ensure the copies are clear and the full document is in view so we won’t have to ask for another.

How can I update my driving license?

Our insurers will insist that your driving licence matches the address that you have told us you live at, and will cancel your policy if you do not update your licence. You also risk being fined £1000 if you do not tell the DVLA when your address changes.

 

You can update your licence free of charge online using the below link:

 

www.gov.uk/change-address-driving-licence

Why is my total premium different to the amount shown on my schedule?

Your total premium will include our fees and any additional covers you may have purchased through us, only your insurance company’s premium is displayed on the schedule.

No claims discount

What is No Claims Discount (also called No Claims Bonus / NCB)?

NCD is a discount applied to your insurance premium based on your insurance claim history. Generally for each year a policyholder is claim free, they will accrue another years’ NCD up to a maximum of 5 years with most insurers. The amount of discount varies depending on the insurer.

Can I use No Claims Discount from a motorcyle or commercial vehicle on a car policy and vice versa?

If you hold any other type of NCD let us know and we can discuss your options.

Can I use No Claims Discount from another country?

Some of our insurers will allow the discount even if the NCD is from another country – you must tell us the details regarding your NCD within your policy quotation as this will influence the price offered by insurers.

Does No Claims Discount expire?

Most of the insurers will not accept NCD that is over 2 years old since it was last used. You must tell us the details regarding your NCD when we speak to you about your policy quotation.

Why do you ask for No Claims Discount proof and where can I get it?

Insurers will insist on receiving proof of driving history showing NCD as they offer large discounts off your premium. You will need to ask your most recent previous insurance provider for your proof of no claims discount

What is No Claims Discount or No Claims Bonus?

No claims discount and no claims bonus mean the same thing - some insurers use the term discount whilst others use the term bonus. No claims discount/bonus is a discount applied to your insurance premium. The amount of discount you receive is based on the number of years you have driven without making a claim on your insurance. Generally for each year a policyholder is claim free, they will gain another years’ no claims discount/bonus. The amount of discount applied varies depending on the insurer, also some insurers will set a maximum number of years for discount - please check out your policy documentation for more information on this.

Can I use No Claims Discount / Bonus from a motorcycle or commercial vehicle policy on a car policy and vice versa?

Please tell us the type of policy your no claims discount/bonus comes from and we will be able to discuss this with your insurer and let you know the options available to you.

Can I use No Claims Discount / Bonus from another country?

Please tell us which country your no claims discount/bonus was earnt in and we will be able to discuss this with your insurer and let you know the options available to you.

Does No Claims Discount / Bonus expire?

The majority of insurers will not accept no claims discount/bonus where it is dated over 2 years ago. Please tell us the date of your no claims discount/bonus and we will be able to discuss this with your insurer and let you know the options available to you.

Why do you ask for No Claims Discount / Bonus proof and where can I get it?

It is important that you provide us with proof of your no claims bonus as your insurer will need this to validate the discount they will apply to your insurance premium. Your last insurance provider will have proof of your no claims discount/bonus therefore it is important that you contact them to receive this. When sending us your no claims discount/bonus proof, please follow our requested document rules to ensure it will be acceptable.

Payments

Who is Premium Credit Limited?

Premium Credit Limited is a finance company that we work with so that you can pay for your insurance policy via Direct Debit monthly instalments. We will take the initial deposit and then inform the finance company to contact you regarding the instalments. Credit is subject to status and satisfactory credit checks and we cannot guarantee the finance company will always agree to lend.

Who do I make cheques payable to?

Please make cheques payable to Next Risk Solutions Ltd.

How long will a refund take?

If you are due a refund it can take up to 30 days to process. This is due to the checks that need to be made with the insurer in relation to any claims history. We always try to refund you as quickly as possible.

Can I pay my remaining installments in one go?

Yes this can be arranged and will mean that the interest applicable to the remaining balance will be reduced. To arrange paying off your instalments please contact us on 0333 222 4005.

What is a Finance Provider?

We understand that not all customers wish to pay for their insurance policy in one annual amount, therefore we work with finance providers that can offer customers the option of paying for their policy by monthly instalments instead.

Paying by monthly instalments works like a loan because the finance provider will pay for your policy in full and you will then pay them back via the monthly instalments. Please note, monthly instalments will include any interest applicable to the loan - for full details on this please read your finance providers documentation.

It is also important to note that the option of paying by instalments is subject to status and satisfactory credit checks. Therefore we cannot guarantee the finance provider will always agree to lend to you.

If your finance application is declined but your policy has already started, you will be liable for the time you have been covered, as well as any administrative charges as per our terms and conditions.

What Finance Providers do you use?

Currently the finance providers we work with are Creation Finance and Premium Credit Limited. For further details on these, please visit their websites:
https://www.creation.co.uk/
https://www.premiumcredit.com/

Can I pay my remaining monthly instalments off in one go?

Yes - if you contact your finance provider they will be able to arrange this for you. By paying off your remaining monthly instalments it also means that the interest applicable to the remaining balance will be reduced.

How long will a refund take?

If you are due a refund it can take up to 30 days to process. This is due to the checks that need to be made with the insurer in relation to any claims history. We will always try to refund you as quickly as possible.

Cancellations

How do I cancel my insurance?

Before cancelling your insurance policy contact us on 0333 222 4005 so that we can tell you about all your options.

What is the 14 day cooling off period and what is the cost if I use it?

If you have instructed us to start a policy, but choose to cancel before any cover has commenced, we will charge £75 in addition to any insurer administration charge.

 

If your cover has started and you decide to cancel your policy within 14 days of receiving your documentation, and provided you have not made a claim or had a claim made against you, you will be charged the following;

 

A charge for the time your policy was on cover plus any insurer administration fee


A charge for the time any optional additional products were on cover*


The policy arrangement fee of £125.00. Where we have discounted the policy arrangement fee, we will apply a charge equivalent to the discount to total £125.00


Where we are not paid commission from an insurer and an equivalent charge has been applied, we will pro rata the charge to reflect time on cover


*If you have used the service of any optional additional products within the cooling off period, the full charge of the additional product will apply.

Can I cancel if I have made a claim?

You can cancel a policy at any time. However if there is a pending or fault claim against you in the period of insurance then the insurers will not allow a refund of the premium. If you are paying by instalments, this means that any remaining payments must be completed until the policy is paid in full.

Does cancelling my direct debit automatically cancel my insurance?

Not straight away as it can take some time for us to find out if you have cancelled your Direct Debit. We will always make contact with you to understand why you are cancelling your Direct Debit instructions, so it can take some time before the actual policy is cancelled which could mean additional time on cover. If you want to cancel your insurance policy please contact us first so that we can discuss all your options with you. If you do then decide to continue with cancelling your policy we will stop the Direct Debit as part of the cancellation process.

Why do I owe money after cancellation?

If you are paying by installments, sometimes the charges imposed by your insurer and us are greater than the amount you have paid to date. This may mean that the charge is not reflective of how much time on cover you have actually used.

How do I cancel my insurance?

Before you cancel your insurance policy, please telephone us so that we can discuss all the options available to you.

Can I cancel if I have made a claim?

You can cancel your insurance policy at any time, however if there is a fault or pending claim on the policy then the insurer will not allow a refund of the premium as the policy has served its purpose.

If you are paying your insurance policy via monthly instalments, this means that any remaining payments must be completed as the policy has not been paid off in full yet.

As I'm paying via monthly instalments, does cancelling my Direct Debit automatically cancel my insurance?

Not straight away as it can take some time for us to find out if you have cancelled your Direct Debit. We will always make contact with you to understand why the Direct Debit instructions have been cancelled, therefore it can take time before the actual policy is cancelled which could mean additional time on cover. It is important that if you want to cancel your insurance policy you contact us first so that we can discuss all the options available to you. If you do then decide to continue with cancelling your policy we will stop the Direct Debit as part of the cancellation process.

Why do I owe money after cancellation?

If you are paying by monthly instalments, sometimes the charges imposed by your insurer and us are greater than the amount you have paid off to date. Therefore you may owe money as what you have paid to date does not reflect the amount of time you have had on cover.

What does the cooling off period mean?

The majority of motor insurance policies have a 14 day cooling off period - this means that you have the right to cancel your policy within this timeframe and receive a refund where a claim has not been made. The amount of refund you receive will depend on when you cancel your policy - for example, has cover started, are you within the cooling off period or are you outside of the cooling off period? For full details on how cancellation charges, please see our terms and conditions along with your insurers policy documentation.

Claims

How do I make a claim?

If you have been involved in an accident or need to report a claim please contact our claims handling team on 0343 504 4477.

How do I make a claim?

If you have been involved in an accident or need to report a claim please contact our claims handling team on 0343 504 4477.

Please also check out our claims page as this contains helpful information.

Telematics products

What is telematics?

‘Telematics’ is just another word for the technology we use to record your journeys and driving style. Traditionally known as ‘black box’. Using smart motion sensors and other clever gizmos, our device collects and sends journey information to our servers and creates insights on driving behaviour. It measures things like acceleration, braking, swerving, and the number and length of journeys that you make. We use this information to understand your driving habits and give an overall rating encouraging you to drive safely and responsibly. If you have a telematics insurance policy, please read your policy documentation for more details.

Making Changes to your Policy

How do I make a change to my policy?

There are certain changes that your insurer needs to know about straight away, therefore if you do not inform us it can impact your policy - the below doesn't cover everything, but here are a few examples: - You sell/change your vehicle - Change of address - Change of occupation - Annual mileage increases - You or an additional drivers licence status changes Some changes can wait until renewal, such as penalty points obtained during the policy but if you are ever in doubt over what changes you need to tell us about, please telephone us and we can help you. The majority of changes will result in a change of insurance premium as well as an administration fee - we will discuss these with you before the change is processed.

What types of changes do I need to tell you about?

There are certain changes that your insurer needs to know about straight away, therefore if you do not inform us it can impact your policy - the below doesn't cover everything, but here are a few examples: - You sell/change your vehicle - Change of address - Change of occupation - Annual mileage increases - You or an additional drivers licence status changes Some changes can wait until renewal, such as penalty points obtained during the policy but if you are ever in doubt over what changes you need to tell us about, please telephone us and we can help you. The majority of changes will result in a change of insurance premium as well as an administration fee - we will discuss these with you before the change is processed.

As I'm paying by monthly instalments, if I make a change that means I am due a refund, what happens?

As you are paying for your policy by monthly instalments, if you have remaining monthly instalments left to pay, any refund due to you will be taken off these payments. If you have no remaining monthly instalments left, then you will be refunded the money - please see the refund question for more details.

Renewal

What is telematics?

‘Telematics’ is just another word for the technology we use to record your journeys and driving style. Traditionally known as ‘black box’.

 

Using smart motion sensors and other clever gizmos, our device collects and sends journey information to our servers and creates insights on driving behaviour.

 

It measures things like acceleration, braking, swerving, and the number and length of journeys that you make. We use this information to understand your driving habits and give an overall rating encouraging you to drive safely and responsibly.

Will my premium go up or down in the policy year because I have a black box?

No, unless you have made changes to your insurance, your premium will remain the same for the year. Drive well and manage your driving score, and you could get extra discounts when you renew.

We will keep you informed regularly about how well you are driving.

What do I do in an accident?

This is unfortunately a very stressful situation as there are so many things to think about and do.

 

For further details and tips on how deal with an accident please visit:

www.quotedetective.com/about/claims

What do I need to tell you at renewal?

When your policy is due for renewal, we will contact you about 21 days before the renewal date. We will check your details and policy information with you to make sure it is still correct, and required changes will be made to ensure we renew your policy swiftly and correctly.