homepage>car>frequently asked questions

• Why choose masterquote?
  
  
• Types of car insurance
  
  
• Accident
  
  
• Claims
  
  
• Excess fees
  
  
• Car security
  
  
• Payments and charges
  

• Immediate cover
  
  
• Renewals
  
  
• Cancellations
  
  
• Insurance certificate
  
  
• Driving abroad
  
  

Why choose masterquote? (back to top)

How do I know if I am receiving the best price from your panel of insurers?
Why should I choose masterquote over any other insurer?
Are direct companies cheaper?

Types of car insurance (back to top)

What type of cover can I buy?
Am I insured to drive someone else's car?
Can I use my car for business use?

Accident (back to top)

I am at the scene of an accident - what do I do?
My vehicle is disabled - what should I do?
As a result of the accident, my car has been damaged - can I go ahead and get it  repaired?
I have received some correspondence relating to the accident - do I answer it myself?
Am I entitled to a hire car whilst mine is off the road?
My windscreen has been smashed - how can I arrange for a replacement?
My car has been written-off. Why do I have to pay hundreds of pounds more for a  replacement car  than my insurance company is offering me at the moment?
Who will assist me to recover my uninsured losses?

Claims (back to top)

How do I go about making a claim?
What is a fault claim?
What is protected no claim discount?
How does a claim affect my No Claims Discount?
How to provide evidence of my No Claim Discount?
What happens if the No Claims Discount proof is NOT provided to masterquote?

Excess fees (back to top)

What is an excess?
What is compulsory excess?
What is voluntary excess?
My car has now been repaired and the garage has asked me to pay the policy excess -  should I pay  them?

Car security (back to top)

What is a tracking device?
What is a Thatcham security device?

Payments & charges (back to top)

I would like to arrange payments by instalments. Is this possible?
Is it safe to pay for my policy on the internet?
How much will it cost to change my policy details?

Immediate cover (back to top)

What can I do if I cannot get a quote but need immediate cover?
Is immediate cover available?

Renewals (back to top)

How do I pay for my policy at renewal?
Will my premium change at renewal?
I've had a claim. How will this affect my renewal premium?
How do I make a change to my policy at renewal?
Can I protect my No Claims Discount at renewal?
What should I do if I've had 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 policy?
Why do I have to return the Certificate of Motor Insurance if I don't want to renew my  policy?
When will I get my proof of No Claim Discount?

Cancellations (back to top)

How do I cancel my policy?
Would I get a full refund if I decide to cancel my policy?

Insurance certificate (back to top)

How do I get my Certificate of Motor Insurance?

Driving abroad (back to top)

Does my policy allow me to drive abroad?

Why choose masterquote?


How do I know if I am receiving the best price from your panel of insurers? (back to top)

At masterquote we have a panel of more than 15 Insurers with over 60 schemes, all of which subscribe to our common policy wording. Our operators are therefore able to generate a competitive price with benefits to meet your individual needs.

masterquote is an established intermediary with experience of handling over 250,000 motor policies. We are able to provide very quick answers and excellent customer service as we are authorised to give decisions and issue documentation without referral to insurers.

Direct companies have significant marketing expenses, for example they take expensive advertising on TV and in the press. They have to pass these costs on to the consumer in the form of higher premiums. masterquote is an independent intermediary that searches through a panel of insurers to find you a competitive price. Get a quote now to see how competitive we are.

You can choose to cover your car comprehensive, third party fire & theft or third party only.

This is the minimum cover we can offer under our policy. It covers:

• Death or injury to another person caused by your vehicle.
  
  
• Emergency treatment and/or hospital fees for third parties.
  
  
• Third party property damage.

In addition to the cover under third party only this includes:

• Damage to the vehicle by fire.
  
  
• Theft of the vehicle.
  
  
• Attempted theft damage.

In addition to Third Party Fire & Theft cover this extends to include:

• Accidental damage to the vehicle.
  
  
• Windscreen/Glass damage.
  
  
• Personal accident benefits + Medical Expenses.
  
  
• Personal effects and clothing up to £100.

We may give the policyholder THIRD PARTY cover when driving any other car, which is not owned or leased by them. Note that there is no cover for loss of or damage to that car.

Please note:- if you are eligible for this cover we will automatically include this within your policy, and it will be stated on your insurance certificate. This cover is not available as an optional extra.

The following classes of use are available.

This class of use is for the policyholder and named drivers using the vehicle for social, domestic and pleasure use only. There is no commuting or business use included.
Use for social, domestic and pleasure purposes.
Excludes use for hiring, racing, pace-making, competitions (other than treasure hunts), rallies, speed testing or use for any business purpose or travel between home and a permanent place of business.
Any purpose in connection with the Motor Trade.

This class of use is for the policyholder and Named Drivers also using the vehicle for travelling to and from one permanent place of work.
Use for social, domestic and pleasure purposes including travel between home and a permanent place of business.
Excludes use for hiring, racing, pace-making, competitions (other than treasure hunting), rallies, speed testing or for any business purposes.
Any purpose in connection with the Motor Trade.

This class of use is for the policyholder or spouse using the vehicle to travel to more than one place of work. Other named drivers only have social, domestic and pleasure use. Use for social domestic and pleasure purposes and by the insured and spouse in person in connection with his/her business or profession.
Excludes use for hiring, racing, pace-making, competitions (other than treasure hunts), rallies, speed testing or van and commercial travelling.
Any purpose in connection with the Motor Trade.

This permits use of the vehicle in connection with the policyholder's business but excludes commercial travelling.
Use for social, domestic and pleasure purposes and for the business of the Insured and the Insured's employer or partner.
Excludes use for hiring, racing, pace-making, competitions (other than treasure hunts), rallies, speed testing or van and commercial travelling.
Any purpose in connection with the Motor Trade. Excludes commercial travelling.

This permits use of the vehicle in connection with the policyholder's business including commercial travelling, this would include such occupations as salesmen.
Use for social, domestic and pleasure purposes and for the business of the Insured and the Insured's employer or partner.
Excludes use for hiring, racing, pace-making, competitions (other than treasure hunts), rallies, speed testing.
Any purpose in connection with the Motor Trade.

1. Note the registration number of the other vehicle(s) involved.
   
   
2. Obtain the names and address of the other witnesses. Also obtain the name, address and policy number of the other party's insurer.
   
   
3. Make a sketch plan of the scene of the accident and make a note of the road name, and the address of any property that has been damaged.
   
   
4. Do not admit responsibility or sign any statement to this effect. It is appreciated that due to the circumstances of the incident this may cause offence to the other party involved. Your best response is to state that your insurance policy prohibits you from admitting liability without your insurers written agreement.
   
   
5. If the accident results in damage to another vehicle, an animal or other property, to comply with the law you must stop and give your name, address, and registration particulars of the vehicle (along with owner's name and address, if different).
   
   
6. If anyone other than yourself is injured you must show your Insurance Certificate to the police or to any other person reasonably asking. If you cannot do this at this time of the accident, report to the police as soon as possible and, in any case, within 24 hours.
   
   
7. If you have caused damage to another vehicle or property, you must also show your insurance certificate to any person reasonably requiring you to do so.

If your cover is comprehensive the reasonable cost of removal of your vehicle will form part of your claim against your insurer, subject to the deduction of any excess applicable. If, however, you do not have comprehensive cover then you must make your own arrangements to have the vehicle removed at your own expense. If the accident was not your responsibility then you may be able to recover the cost from the other party involved.

If you have comprehensive cover and wish to claim under the policy, specific instructions will be given to you when you contact the Claims Line to notify them of the accident. You should not authorise repairs without the approval of your insurer.

If you are not insured for comprehensive risks, then your own damage is not covered under your policy and you are therefore free to arrange repairs, at your own expense, at a garage of your choice. If the accident was not your responsibility you may be able to recover the cost from the other party involved.

It is a requirement of your policy to notify your insurer of every letter, claim, writ, summons and any other document that you receive. Please forward any correspondence received immediately to your insurer (do not answer or acknowledge it) You must also tell your insurer of any impending prosecution, coroner's inquest or fatal accident inquiry involving any person insured by the policy

Not under your policy. If the accident is the fault of someone else and you feel it is necessary to hire alternative transport then contact the Claims Line for advice. It may be possible to them to arrange this for you.
Subject to availability, the garage that is repairing your vehicle may provide a courtesy car.

Providing windscreen/glass is covered by your policy you should contact the Claims Line on0870 606 1365 within the opening hours:

• 0800 - 2000 Monday - Friday
  
  
• 0900 - 1400 Saturday

You will be advised to contact RAC Auto Windscreens on0800 587 6831. You will be required to pay a windscreen/glass excess for replacement costs. No excess applies for repairs.

If you chose not to use RAC Auto Windscreens then you must contact the Claims Line for advice. The receipted account for repair/replacement is to be sent to your insurer. Your insurer will then reimburse you, less the excess, up to a maximum value of £150

The insurance company will offer you an amount that they consider to be the market value for an average car of that age and mileage. The insurer invariably makes cash settlements. This means as a customer, you do not have to trade in a vehicle and so are able to negotiate a much lower price for the purchase.

You are automatically a member of Ultimate Insurance Solutions Motor Legal Protection. Ultimate Insurance Solutions will help you to recover your losses if you were not at fault for the accident. Contact the Claims Line on0870 606 1365 for advice.

If you need to make a claim, phone the Claim Line on0870 606 1365 within the opening hours:

• 0800 - 2000 Monday - Friday
  
  
• 0900 - 1400 Saturday

We will give you initial advice on how the claim may proceed. If you are only reporting an accident and do not intend to claim under your policy, it is still necessary to report the incident.

If you have a claim which is either your fault or where your insurance company cannot completely recover their losses from any person involved, this is known as a fault claim.

If you have a fault calim, your no claim discount is normally reduced at next renewal date. however, for an additional premium you can ensure that a fault claim will not reduce your no claim discount (subject to terms and conditions)

How does a claim affect my No Claim Discount? (back to top)

Providing we are able to recover all our costs, then your No Claim Discount will not be affected. However, if we cannot recover our costs or we have to pay out any third party claims, you No Claim Discount will be affected and subject to the 'stepback' procedure outlined within your policy schedule.

If you decide to take out a policy with us, you will have to provide evidence of your No Claim Discount.

The proof of the No Claim Discount required would be as follows:

1. Original letter from your last insurer indicating your level of No Claim Discount.
   
   
2. Original Renewal Notice from your last insurer.
   
   
3. We will need to see the original document.

This No Claim Discount must be free to use on this vehicle and not be placed on another car.

If you require a quotation using company car ncb, then please telephone us on0800 032 2297

1. Details of any accidents, claims or losses, which occurred during this period and whether these were settled on a fault or no fault basis.
   
   
2. Dates you were covered under the company car scheme.
   
   
3. Policy number and name of company insurance.
   
   
4. Confirmation from your employer confirming that you were the sole user of the company vehicle.
   
   
5. Depending upon the insurer, confirmation that you no longer have a company car.

Below is the masterquote address in which to send these documents/letters to us.

If a policy is quoted and you cannot produce evidence of your declared No Claim Discount please contact masterquote on:0800 032 2297 and we will advise you of the additional premium required from the start date of your policy. (if applicable)

If you do not produce evidence of your declared No Claim Discount masterquote will contact you with a cancellation warning letter. If the No Claim Discount is still not provided within 7 days the policy will be cancelled.

Excess is the amount you pay if you make a claim for loss or damage of your vehicle. If the accident is not your fault you may be able to claim a reimbursement from the person at fault.

You have a choice of voluntary or compulsory excess (see below).

The insurance company may only be prepared to grant cover if you agree to pay the first amount towards any claim. Most frequently, young drivers have to bear an excess which may be as much as £500. There is typically a compulsory excess for fire, theft and accidental damage of £100 on every policy.

When you take out an insurance policy you may obtain a discount on the premium if you agree to pay towards the cost of any claim for loss or damage to your vehicle.

Yes, but only if you are satisfied with the quality of the repair. You should always retain a receipt, as this will be required if a claim for uninsured losses is to be pursued

It allows police to track a stolen vehicle via an electronic signal emitted from a sensor concealed in the car. masterquote offers up to 10% discount off your premium if the car is fitted with a tracking device.

The Thatcham Motor Insurance Repair Research Centre evaluates the effectiveness of car security products against The British Insurance Industry's Criteria for Vehicle Security. masterquote offers up to 10% discount if the vehicle is fitted with a Thatcham One Security Device.

Yes. We are able to offer several methods of payment by instalments. We are able to accept instalments by direct debit from a current account. Instalment payments are subject to interest charges - details are available on request. We are also able to accept full payment by credit/debit or switch card or by cheque or postal orders.

Yes. Our site uses 128-bit encryption that disguises and protects your personal and payment details and prevents them from being accessed by or disclosed to third parties. For more information on our site security, please click on the Verisign Image.

How much will it cost to change my policy details? (back to top)

If you have any general queries including change of address, change of vehicle, courtesy car cover, etc. Please do not hesitate to contact us either byclicking here or telephone on 08702 400 168.

Lines are open 8.00am to 8.00pm Monday to Friday and 9.00am to 5.00pm on Saturdays.

There are two things you can do. Either e-mail us or phone our operators on0870 241 2602 between 8.00am and 8.00pm Monday to Friday or from 9.00am to 5.00pm on Saturday.

Yes. Providing you have been offered a quotation and are able to pay at least a deposit by credit or debit card. We do not accept Electron. We will accept cheques or postal orders in full payment only. Cover can only be provided once we have received these.

If you paid for last year's policy in one lump sum we will send you an invitation to renew. We will need to receive your payment for this year's renewal before the renewal date to ensure continuous cover. Please call us on0870 606 1363 to arrange for payment to be taken from your credit/debit card; alternatively you may send a cheque or postal order for the full amount made payable to BDML Connect Ltd.

If you paid by monthly direct debit from your bank account last year we may automatically renew your policy this year on the same bank details and advise you of the new monthly instalments. Written confirmation will be sent outlining our intentions. If you wish to continue your policy you do not need to do anything; we will include a certificate within your documentation. However, if you decide not to renew you must return the Certificate of Motor Insurance in the pre-paid envelope provided before the renewal date and cancel your direct debit instructions to your bank to stop any further payments being debited from your account.

If you paid last year by monthly payments from your credit card we will send you an invitation to renew; we will not automatically renew your policy.

We'll do our best to keep your renewal premium as low as possible. If you have four years or less No Claim Discount and have not made a claim during your time with us, you'll get a further year's No Claim Discount. This may reduce your premium, but rate increases during the year may mean your premium is still higher than last year.

If we already know about the claim before you receive your renewal invitation, your No Claim Discount entitlement will have been amended and your renewal premium revised to take the claim into account.

If you make a claim and you've already received your renewal invitation, we will have to amend your No Claim Discount entitlement and revise your premium.

We will let you know what your new premium is as soon as we are notified about the claim.

If you want to make a change to your policy you can email us byclicking here or call us on0870 606 1363 before your renewal date with details of your change and an operator will be pleased to help you.

You may be able to protect your No Claim Discount as long as you have a minimum of 4 years.

If you have had a motoring conviction during the year you must give us full details when renewing the policy.

A modification is any change to the car from the manufacturer's original specification; for example fitting alloy wheels, body styling kits and sports exhausts. You must tell us about this immediately.

If you decide you don't want to renew your policy and last year you paid in full by either cheque or credit/debit card you do not need to do anything. If we do not receive your payment by your renewal date the policy will lapse and there will be no further cover in place, please call us on0870 606 1363 if you require your proof of No Claim Discount.

If you decide you don't want to renew your policy, and you have received a Certificate of Motor Insurance from us because last year you paid by monthly direct debit from your bank account, please send it back straight away with a letter saying you don't want to renew your policy to:

masterquote
Renewals Department
The Connect Centre
Kingston Crescent
Portsmouth
PO2 8QL

Remember to cancel your direct debit instruction to your bank.

A Certificate of Motor Insurance is a legal document and it's return is required by law. If we don't get it back you will be charged for the continuation of your cover. Once we receive your certificate we will cancel your policy.

If you choose not to renew your policy we can send you your proof of No Claim Discount when the policy has expired. If you do renew your policy your proof of No Claim Discount is shown on your Schedule of Motor Insurance.

You have the legal right to cancel your policy within 14 days of the day that you receive the policy documents. Just telephone us or write to us:

masterquote
Customer Services Department
The Connect Centre
Kingston Crescent
Portsmouth
PO2 8QL

asking for the policy to be cancelled and enclose your Certificate of Motor Insurance. You will be charged for the time you have been on cover plus a fee for the work we have done to arrange the policy.

Telephone or write to us asking for the policy to be cancelled and return your Certificate of Motor Insurance. If you have been paying by direct debit instalments, remember to cancel your instruction to your bank.

The cancellation charges are detailed on the reverse side of the New Business and Renewal letter that accompanied the Certificate and Schedule when the policy was first sent to you.

Upon receipt of the documents you will receive a cancellation breakdown that will be sent to you outlining the amount due and to be paid.

No. Insurers will not allow any refund if there has been a claim during the period of insurance. If there have not been any claims during the policy period then a refund will be allowed in direct proportion to the time the policy has been in force although an administration charge will be made. masterquote clearly shows these charges as part of the written quotation.

If the policy is cancelled the following charges apply:

Once we have set up your policy, we will send you your policy documentation promptly.

Your certificate of Motor insurance provides the legal minimum insurance requirements when travelling in EU countries.

If you wish to enjoy peace of mind and benefit from the level of cover you enjoy in the UK you must contact us in advance of any journey.

A green card is no longer required to visit EU countries. You are entitled to be covered for up to 90 days in one policy year as long as you notify us in advance of travel. Your Certificate of Motor Insurance must be carried as evidence of insurance and we must be notified of all dates and countries visited.

If you wish to travel to a non-EU country, then you will need to contact our Customer Services Department, as we need to refer this to the relevant Insurer for approval. There will usually be a weekly charge, plus our £20 administration fee. Please note that some Insurers may decline cover outside the EU.