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Car Insurance FAQ's

A garage is a building of brick or stone construction with a secure, lockable door, located at the home address and only accessible by the policyholder and those living at the policyholder’s home address.

Some insurers do offer garaging discounts for other types of buildings (ie. wooden construction, shared garages, garden sheds) or for motorcycles that are garaged away from the home address. To check whether you are entitled to a garaging discount please contact us to discuss further on 01224 848382

Social, domestic & pleasure including commuting:- covers personal use and includes cover for the policyholder to drive to and from a single place of work or study.

Business use:- In addition to the uses noted above, Business Use includes use by you for your business and that of your employer (for example, riding to other sites and meetings held outwith the workplace). Business use does not include cover for Commercial Travelling, Deliveries or any form of Courier use.

We cannot provide any form of business use for additional drivers but we may be able to extend cover to include commuting to a single place of work or study. If you require commuting use for your additional driver please contact us on 01224 848382 to discuss your requirements.

Fully Comprehensive (Comp)
This is the widest form of cover. It covers you for:-accidental damage to your vehicle, loss of or damage to your vehicle as a result of fire or theft and your legal liability for motor accidents caused by you, including injuries to other people and damage to property.

Third Party Fire & Theft (TPF&T)
This covers damage to, or loss of your vehicle as a result of fire or theft and cover for your legal liability for motor accidents caused by you, including injuries to other people and damage to property. There is no cover for your vehicle in respect of accidental damage.

Third Party Only (TPO)
This is the minimum level of cover. It covers your legal liability for motor accidents caused by you, including injuries to other people and damage to property. It does not provide any cover for damage to, or loss of your vehicle.

An excess is the amount a policyholder is liable to pay towards any claim. It usually has to be paid to the garage where a vehicle has been repaired before the vehicle can be collected. In the event of a total loss, the excess will be deducted from the settlement cheque the policyholder receives. The excess figure is a combination of the Compulsory Excess and Voluntary Excess (where selected).

Compulsory Excess
A compulsory excess is imposed by the insurer and cannot be be removed from the policy. Additional compulsory excess may apply whilst a vehicle is being driven by a specific person i.e. young driver. They may also be applied for specific vehicle types. Most comprehensive policies now carry a compulsory excess. In the event of a claim this excess applies in addition to any voluntary excess selected by the client.

Voluntary Excess
A voluntary excess is an additional amount the policyholder chooses to pay in the event of a claim in order to achieve a reduction in their premium. In the event of a claim the voluntary excess will be added to any compulsory excess that applies to the policy.

We regret we are unable to provide cover for people not permanently residing within the UK.

We have access to insurers who will offer cover for drivers on an International Licence.

Please note that your International Licence is valid for 12 months from your arrival in the UK. To continue driving after that time you must apply to transfer to a UK licence or sit a driving test in the UK.

If you have at least 4 years no claims bonus, you may be able to pay an extra amount to protect your entitlement in the event of claim following a fault or non recoverable claim. This means that within a certain period (2 years with most insurers) you can make a specified number of claims (2 with most insurers) without your no claims bonus being affected. Insurers may still apply a premium load for claims experience but your no claims discount will remain intact.

If you have driven a company car claim free you may be eligible for a discount. The car needs to have been used for personal and business use, you must have been the main driver and your use of the company car must have ceased. Documentary evidence of your entitlement will be required.

Please call one of our advisors on 01224 848382 to obtain a quotation.

No claims bonus must have been earned on a private car policy in the UK, which expired within the last two years.

If your no claims bonus has been earned outside of the UK please call us on 01224 848382 to check that it is acceptable.

No claims bonus can only be used on one vehicle and one policy at any one time.

We are able to offer insurance for most Q-plated cars. Please call one of our advisors to discuss further and obtain a quotation on 01224 848382.

Please refer to your V5 vehicle registration certificate (log book) Section 4 'Vehicle Details'

We are able to offer insurance for most modified cars. Please call one of our advisors to discuss further and obtain a quotation on 01224 848382.

If you are unsure of the value of your vehicle you can try a valuation site such as www.parkers.co.uk. Do bear in mind that the value you place on your car should be the amount it will cost to replace it with another of the same make, model, age and condition.

The value you state may not be the amount you will receive following a claim as it will depend on the time of loss and the assessors valuation when the loss occurs

If you are unsure of the make and model of your vehicle please refer to your V5 vehicle registration certificate (log book).

If your vehicle is not listed on our system please call one of our advisors for a quotation on 01224 848382.

This is an electronic anti-theft device that is usually activated when the ignition key is removed and prevents starting of the engine. Generally these are now factory fitted by the vehicle manufacturer, however it is also possible to have an immobiliser fitted by a garage or specialist who would supply a certificate of installation. If the immobiliser on your car is not factory fitted, we will require a copy of your certificate of installation.

A tracker is an electronic device installed in vehicles to enable vehicle owners or third parties to track the location of a vehicle in the event that it is stolen. Most modern vehicle tracking systems now use GPS modules to allow for easy and accurate location of the vehicle. Some insurers offer a discount if a vehicle has a tracker and some will insist on a tracker being fitted for high value vehicles. In addition to the cost of installing the tracker, the owner must pay an annual subscription to provide for the ongoing tracking service.

Secure Download
If you have selected that your documents be sent to you electronically you will receive an email within 3 days providing a link inviting you to register for our portal where your policy documents and cover-note will be available to view and download. The documentation on the portal will also contain important information about the items you need to return to us to enable us to issue your Certificate of Insurance.

The email will be sent from This email address is being protected from spambots. You need JavaScript enabled to view it. If you do not receive the email within the next 3 days please contact us; it may also be worth checking your spam folder to see whether the email has been blocked. As you have selected email as your preferred delivery method, all future correspondence, including that relating to the renewal of the policy will be sent by this method.

Postal Delivery
If you have selected postal delivery we will send your policy documents and cover note to you by 2nd class post. Please read the documentation carefully as it contains important information regarding your cover and also confirms the paperwork we will require to enable us to process your policy. If you do not receive your documents within 5 working days please contact us on 01224 848382.

Many of our insurers insist on us collecting a copy driving licence which includes the DVLA licence summary. We will check the licence to see that any endorsements or fixed penalties have been correctly notified, your address is correct and that you have the correct entitlements for the vehicle you are using. These checks are in place to protect our customers. It is better to deal with any issues at the start of the policy rather then when a claim has occurred. Inconsistencies in the information supplied may lead to a claim not being met.

Please provide us with the renewal invitation from your previous insurer. Alternatively, provide us with the name and contact details of your previous insurer along with your policy number and we will try to obtain verbal confirmation of your entitlement on your behalf. If your insurers are unwilling to provide this to us we may ask you to contact them directly and request written evidence of your entitlement.

Please be aware that no claims bonus must have been earned within the last 2 years on a policy held in your own name in the UK.

You must supply six photographs: Both sides of the vehicle, the front, the rear, the engine bay and the interior.

You must disclose all accidents, incidents and thefts even when no claim was made. Insurers check various databases as part of their validation process and discovery of a previously undisclosed incident may invalidate your policy.

A Fault Claim is an accident or loss where you are considered to be to blame, or where your insurance company cannot recover their costs in full from someone else. Claims made for loss due to fire or theft, damage caused by an unknown or uninsured driver and vandalism claims must be recorded as 'Fault' claims.

A 'Non Fault Claim' is a claim where you or your insurer has been successful in recovering all costs associated with the claim from the responsible party.

Please note, claims that are likely to be settled 'Non Fault' but which are still pending at policy commencement or renewal will be recorded as 'Fault Claims' until such times as all costs have been recovered.

Please contact us on 01224 848382 if you have purchased a replacement car - it is often more cost effective to do a change of vehicle rather than cancel your policy and start up a new one.

H&R Insurance
H&R House
Woodburn Road
Blackburn
Aberdeen
AB21 0PS

You may have had a claim or you may not have paid enough money to cover the time your policy has been in force. Please call us on 01224 848382 if you are unsure.

There will be no refund and the full premium will be payable if a claim has been made, or is outstanding on your policy.

Individual insurer charges are displayed in the insurer key facts and/or policy booklet and our broker fee is detailed on our terms of business. A refund is dependent on how long your policy has been running and if you are paying by instalments or if you have paid in full.

If you are paying by instalments please be aware that sometimes you may not have paid enough to cover the time on risk and admin charges.

You have a 14 day right to withdraw. If the policy is cancelled within the first 14 days you will be charged a pro-rata premium for the days you have been on cover and any administration charges made by your insurer together with a £30 broker fee. You will be informed of full details regarding cancellation and charges when incepting a policy. Information on this can be found within our terms of business agreement and the insurer key facts and policy booklet.

Please contact us on 01224 848382 or alternatively you can write to us at the address below requesting cancellation of your policy, confirming the date and the reason for cancellation and enclosing your current certificate or covernote. Please note, we cannot back-date cancellation of your policy.

H&R Insurance
H&R House
Woodburn Road
Blackburn
Aberdeen
AB21 0PS

You will receive notification at least 14 days ahead of renewal date if you policy is being automatically renewed.

Renewal invitations are sent out around 21 days ahead of your renewal date. If you have not received your renewal invitation within 10 days of your renewal date please call us on 01224 848382.

It is usually possible to add an additional driver to your policy, subject to the driver details. Please contact us on 01224 848382 to discuss your requirements. You will be required to complete a form, send a copy of the driver's licence and pay any amount due before the driver is added.

In order to ensure that you are covered in the event of a claim it is essential that you keep your details up to date.

Please contact us to get a quotation for a change of vehicle. Providing the change is acceptable to your insurer it is often a cheaper option than cancelling your existing policy and starting a new one. If your change is not acceptable to your current insurer we will search our panel to find you our most competitive quote.

Please call us on 01224 848382.

Why not give us a call?

01224 848382

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Monday to Friday
9.00am - 5.30pm

Saturday & Sunday
Closed