SALES 01302 554012

RENEWALS 01302 554010

CUSTOMER SERVICES 01302 554015

Now Open 24/7. Call any time.

Welcome to the Car Existing Customers Section

Welcome to the Existing Customers Section

In this Existing Customer section you'll find information about what's covered in your policy, instructions on how to make a claim, and everything else you can do to make your insurance pain-free.


Any questions?

Before getting in touch, you may find an answer to your question in our Frequently Asked Questions section.


Want to retrieve a quote?


Broken Down?

Call 01302 565542

If you are broken down now call us on the following number when it's safe to do so and try to keep your phone switched on and free to receive calls should our Breakdown team need to call you back.


Black box/Telematics Insurance

If you’re interested in Black Box Insurance or ‘Telematics Car Insurance’ which monitors your driving style and rewards careful drivers with lower premiums, you can find out more information here.


Video - uploading your documents


Use our simple document upload facility to send your driving licence details or proof of no claims bonus.

Change payment Details


Changes to payment details now need to be dealt with by our partners at Creation Consumer Finance.

To contact them call 03713 769200.

Or visit the website at www.creation.co.uk

For information on how we deal with Creation please look at our FAQ's or Click here.


If you have a commercial Vehicle policy, purchased after the 01.03.2015 your direct debit will be with Premium Credit, you can contact them on 03447 369836 or email at client.services@pcl.co.uk

If you have a private car policy purchased after 12/05/2016 your direct debit will be with Close Brothers Finance, you can contact them on 0333 321 8566.

Make a Payment


Please be aware that it can take up to two working days to process payments

If you are concerned this delay may affect your policy you can pay over the phone by calling our Customer Services Team on 01302 554015

Open 24 hours a day, 7 days a week


Payment Details



Card Holder Details



Additional information (Optional)

Policy Amendments


Live chat is current online however all our operators are currently busy, please try again later


Live Chat Opening times:

24 hours a day, 7 days a week.


Alternatively please call - 01302 554015

Telephone Opening times:

Open 24 hours a day, 7 days a week

We advise all our customers to use Live Chat as telephone waiting times may be longer than expected at busy times

Temporary Cover


Live chat is current online however all our operators are currently busy, please try again later


Live Chat Opening times:

24 hours a day, 7 days a week.


Alternatively please call - 01302 554015

Telephone Opening times:

Open 24 hours a day, 7 days a week

We advise all our customers to use Live Chat as telephone waiting times may be longer than expected at busy times

Renew your Insurance


To RENEW your insurance you’ll need to call our Renewals team on -
01302 554010

Telephone Opening times:

Open 24 hours a day, 7 days a week

Cancel your Insurance


To CANCEL your insurance you’ll need to call our Customer Service team on -
01302 554015

Telephone Opening times:

Open 24 hours a day, 7 days a week

Request a Refund


Live chat is current online however all our operators are currently busy, please try again later


Live Chat Opening times:

24 hours a day, 7 days a week.


Alternatively please call - 01302 554015

Telephone Opening times:

Open 24 hours a day, 7 days a week

We advise all our customers to use Live Chat as telephone waiting times may be longer than expected at busy times

Car Insurance Policy Summary


Updated 08/04/2016

1 The Financial Conduct Authority (FCA)

The FCA is the independent watchdog that regulates financial services. Use this information to decide if our services are right for you.


2 Whose products do we offer?

We offer products from a range of insurers for Motor Insurance, Household Insurance, Travel Insurance, Pet Insurance, Health Insurance, Income Protection; and, Life Insurance.

We can only offer products from a limited number of insurers.

Ask us for a list of insurers we offer insurance from.

We can only offer products from a single insurer in respect of Motor Breakdown Cover.

We only offer products from a single insurer.

We only offer our own products.


3 Which service will we provide you with?

We will advise and make a recommendation for you after we have assessed your needs.

You will not receive advice or a recommendation from us for Motor Insurance, Household Insurance, Travel Insurance, Pet Insurance, Health Insurance, Income Protection; and, Life Insurance. We may ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed.


4 What will you have to pay us for our services?

A fee of up to £60.00 for the administration of new business for Motor Insurance, Household Insurance, Travel Insurance, Pet Insurance, Health Insurance, Income Protection; and, Life Insurance Policies where an Insurer does not pay One Call Commission.

A fee of up to £8.99 for the provision of a hard copy of your documents for Motor Insurance, Household Insurance, Travel Insurance, Pet Insurance, Health Insurance, Income Protection; and, Life Insurance Policies.

A fee of up to £30.00 for the administration of renewal of Motor Insurance, Household Insurance, Travel Insurance, Pet Insurance, Health Insurance, Income Protection; and, Life Insurance Policies.

A fee of up to £39.00 for the administration of a mid term change to your Motor Insurance, Household Insurance, Travel Insurance, Pet Insurance, Health Insurance, Income Protection; or, Life Insurance Policy.

A fee of up to £26.00 for the administration of stopped or returned payments or changes to payment dates for Motor Insurance, Household Insurance, Travel Insurance, Pet Insurance, Health Insurance, Income Protection; and, Life Insurance Policies.

A fee of up to £39.00 for the administration of changes to your Policy as a result of your misrepresentation for Motor Insurance, Household Insurance, Travel Insurance, Pet Insurance, Health Insurance, Income Protection; or, Life Insurance Policies.

A fee of up to £39.00 for the administration of changes specifically to your No Claims Bonus as a result of your misrepresentation for Motor Insurance, Household Insurance, Travel Insurance, Pet Insurance, Health Insurance, Income Protection; or, Life Insurance Policies.

A fee of up to £49.99 for the administration of cancellation of your Policy within the Deferment or Cooling Off Period for new business Motor Insurance, Household Insurance, Travel Insurance, Pet Insurance, Health Insurance, Income Protection; or, Life Insurance Policies.

A fee of up to £35.99 for the administration of cancellation of your Policy within the Deferment or Cooling Off Period for renewed Motor Insurance, Household Insurance, Travel Insurance, Pet Insurance, Health Insurance, Income Protection; or, Life Insurance Policies.

A fee of up to £55.99 for the cancellation of your Motor Insurance, Household Insurance, Travel Insurance, Pet Insurance, Health Insurance, Income Protection; or, Life Insurance Policies.

A fee of up to£10.00 for the administration of rejected Direct Debit payments for Motor Insurance, Household Insurance, Travel Insurance, Pet Insurance, Health Insurance, Income Protection; or, Life Insurance Policies.

A fee of up to £30.00 for the administration of defaulted Direct Debit payments for Motor Insurance, Household Insurance, Travel Insurance, Pet Insurance, Health Insurance, Income Protection; or, Life Insurance Policies.

A fee of up to £10.00 for administrative work where Direct Debit Mandates have not been returned for Motor Insurance, Household Insurance, Travel Insurance, Pet Insurance, Health Insurance, Income Protection; or, Life Insurance Policies.

A fee of up to 10% of your Insurance Premium together with interest as a Direct Debit Arrangement Fee where you opt to pay by Direct Debit for any Motor Insurance, Household Insurance, Travel Insurance, Pet Insurance, Health Insurance, Income Protection; or, Life Insurance Policies.

No fee.

You will receive a quotation which will tell you about any other fees relating to any particular insurance policy.


5 - Who regulates us?

One Call Insurance Services Limited as shown on Financial Services Register is authorised and regulated by the Financial Conduct Authority. Our Financial Services Register number is 302961.

Our permitted business is general insurance activities.

You can check this on the Financial Services Register by visiting the FCA's website www.fca.org.uk/register or by contacting the FCA on 0800 111 6768.


6 - What to do if you have a complaint?

One Call Insurance are authorised and regulated by the Financial Conduct Authority.

Please visit our Complaints section for further details


7 - Are we covered by the Financial Services Compensation Scheme (FSCS)?

We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.

Insurance advising and arranging is covered for 90% of the claim, without any upper limit.

For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit.

Further information about compensation scheme arrangements is available from the FSCS.

If you choose to pay by instalments you will receive a Direct Debit confirmation form from your finance provider confirming the Direct Debit details. The amount per month may vary slightly from this calculation if the amount remaining after your deposit cannot be equally divided into 11 instalments. Any variation will be minimal, and you will typically pay a lower amount for the first month, with 10 slightly increased monthly instalments to follow.

All Third Party Fire and Theft policies include £100 excess for claims on fire and theft. All Third Party Only policies have nil excess.

Insurer Requirements


You can take a photo of your documents or scan them and upload them directly on to our website; by clicking on the below link:

Documents Upload Form

Upload your documents online

upload documents

Driver Licences

You can now verify your driving licence information via the DVLA’s Share My Licence system which can be found here. Please note you will be required to provide your Driving Licence number, National Insurance number and the postcode that appears on your licence.

No Claims Bonus

A copy of your renewal notice or a proof of no claims bonus letter from your most recent insurer.

Contact us

If your specific insurer is not listed here, or you are still unclear about what documents you need to provide, please contact one of our online operators - avaliable 24 hours a day, 7 days a week.


Car Insurance

Insurer Driving License No Claims Bonus
Ageas Yes Yes
Allianz Yes Yes
Aviva Yes Yes
AXA Yes Yes
Broker Direct Yes Yes
Canopius Yes Yes
Covea Yes Yes
Hawkwell Yes Yes
KGM Yes Yes
LV Yes Yes
Octane Yes Yes
One Insurance Yes Yes
Premier Yes Yes
Prestige Yes Yes
Sabre Yes Yes
XS Direct Yes Yes

What to do if you are broken down now


If you are broken down now call us on the following number when it's safe to do so and try to keep your phone switched on and free to receive calls should our Breakdown team need to call you back.

01302 565542


Lines are open 24 hours a day, 7 days a week

Try to give the following details when you call:

  • Your policy number
  • Your phone number
  • Your exact location

What to do if you have an accident

The law

You must stop if you are involved in any incident involving an injury to any person or certain animals, or if other vehicles or roadside property are damaged. If you own the vehicle involved, you must give your name, address and insurance details to anyone who has a good reason for asking. If you do not own the vehicle, you must give the owner’s name, their address and the registration number of the vehicle.

If there is an injury or you do not give your details to anyone at the scene of the accident, you must report the incident to the police within 24 hours and present a copy of your Certificate of Motor Insurance within 5 days.

In the event of an accident or loss, your vehicle may be deemed uneconomical to repair and will therefore be deemed a total loss. In these cases it is necessary to offer a transfer of insurance onto another car should this meet the insurers criteria.

Find out more on our Make a Claim page

Complaints


One Call complaint handling procedure

One Call Insurance are authorised and regulated by the Financial Conduct Authority. We use the guidelines set out by the Financial Conduct Authority to ensure that our customers receive a fair, consistent and prompt resolution wherever possible. If you are not satisfied with any service that we have provided then you can register a complaint using the following procedure where we will do our best to try to resolve the issue.


Step 1

Contact the appropriate department. We are open 24 hours a day, 7 days a week:

  • Sales - 01302 554012
  • Customer Services - 01302 554015
  • Cancellations - 01302 554015
  • Claims - 0203 738 7300
  • Renewals - 01302 554013

All staff in these departments have been trained to provide a high level of service and will try to resolve any matter where possible. If the advisor is unable to reach a satisfactory resolution for you they will refer you to the appropriate Line Manager who will also try to resolve your complaint. You can also register your complaint to the complaints handling manager directly:

The Complaints Handling Manager
One Call Insurance Services
First Point
Balby Carr Bank
Doncaster
DN4 5JQ

We aim to resolve your complaint within 24 hours of when we receive it however if this is not possible then we will acknowledge your complaint within 5 working days. A written final resolution letter will be sent to you once all investigations are complete and within 8 weeks of receipt of your complaint. At which point we will then close our file. If however, you still remain dissatisfied at this stage please go to step 2.


Step 2

You have the right to refer your complaint to an approved dispute resolution facility run by the Financial Ombudsman Service, either on receipt of our final resolution or 8 weeks from the date you informed us of your dissatisfaction.

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Please include a copy of the Final Response that we have issued to you with your policy number and quote 'One Call Insurance Services Limited' as reference. If you would like to make a complaint via the FOS then this must be made within 6 months of our final response. This will not affect your legal rights. Further information is available at http://www.financial-ombudsman.org.uk.

Alternatively if you wish to register a complaint online using the Online Dispute Resolution Platform you may do so by visiting http://ec.europa.eu/consumers/odr.

One Call Complaints Data


At One Call Insurance Services Limited we are always delighted to hear your thoughts on any area of our business.

How we deal with Complaints

We strive to ensure that our customers are treated fairly. If you are dissatisfied with the handling of any products or service we have provided, we will take your concerns very seriously. We are also committed to resolving every complaint in a transparent and fair way and aim to address most issues by the next business day. We work hard to achieve this, however, a more complex complaint may take longer to resolve and involve a greater level investigation to be able to reply to our consumers fully, in these cases we endeavor to keep our customers well informed throughout the investigation process. We regularly review our complaints data to identify any improvements we can make.

As we are regulated by the Financial Conduct Authority, we are required to publish a summary of complaints that we have received.


Summary of complaints we have received

Name: One Call Insurance Services Limited

Group: One Call

Other firms included in this report: N/A

Period covered in this report: The table below displays details about the complaints we have received in the 6 month period between 1st January and 31st October 2014 relating to general insurance;

Category/Business Type

No. of Complaints opened

No. of complaints closed

No. Complaints closed within 8 weeks (%)

No. Closed complaints upheld by firm (%)

Banking

N/A

N/A

N/A

N/A

Home Finance

N/A

N/A

N/A

N/A

General Insurance and Pure Protection

902

893

98%

9%

Decumulation, life and pensions

N/A

N/A

N/A

N/A

Investments

N/A

N/A

N/A

N/A


What to do if you need to make a claim


Report the claim

If you need to make a claim, please call us as soon as possible on:

24-hour Accident Helpline: 01302 565542

Lines are open 24 hours a day, 7 days a week, 365 days a year.


What to do if you have an accident

The law

You must stop if you are involved in any incident involving an injury to any person or certain animals, or if other vehicles or roadside property are damaged. If you own the vehicle involved, you must give your name, address and insurance details to anyone who has a good reason for asking. If you do not own the vehicle, you must give the owner’s name, their address and the registration number of the vehicle.

If there is an injury or you do not give your details to anyone at the scene of the accident, you must report the incident to the police within 24 hours and present a copy of your Certificate of Motor Insurance within 5 days.

In the event of an accident or loss, your vehicle may be deemed uneconomical to repair and will therefore be deemed a total loss. In these cases it is necessary to offer a transfer of insurance onto another car should this meet the insurers criteria.

To help with the claims process

  • Do not apologise or admit fault.
  • Try to collect the following information to give to the One Call Accident Helpline to help us speed up your claim:
    • Full details of the other driver(s), phone number(s), and registration number(s).
    • This will allow us to contact anybody else involved.
    • Injuries caused.
    • Witnesses.
    • Police officers and report references.
    • Full details of what happened.
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One Call Insurance Services Limited - Registered Office: First Point, Balby Carr Bank, Doncaster, South Yorkshire DN4 5JQ.

Authorised and regulated by the Financial Conduct Authority for general insurance business.

Registered in England Company Number: 4693136.
FCA Reg: 302961.

© Copyright One Call Insurance Services Limited - All Rights Reserved.