Welcome to our frequently asked questions section

We try to answer some of the most popular questions around car and home insurance. Amongst other things these include questions on our Claims Procedure, what documents you need to send us, and how to make payments.

Call us on 01302 554 015

Your Questions about Claims


How do I make a claim?

If you are involved in an accident or if your vehicle is damaged, stolen or vandalised you will need to call our Claims department on 0203 738 7300.

You must stop if you are involved in any incident. If you own the vehicle, 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 and address and the registration number of the vehicle. Do not apologise or admit fault.

Please collect the following information to give to the One Call Accident Helpline as this will help us speed up your claim; full details of the other driver(s), phone number(s) and registration number(s) as this information will allow us to contact anybody else involved.

You also need to make a note of injuries caused, witnesses, police officers and report references. We will then provide you with the support and information you will need to get your vehicle back on the road as quickly and safely as possible.


Can I claim on my car insurance policy if my vehicle is hit by an uninsured driver or by an unknown driver?

You can claim on your policy if your vehicle is hit by an uninsured or unknown driver providing you have a comprehensive policy.

This will affect your NCB unless we can claim our costs back from the Motor Insurance Bureau. Please call our Claims department for more information on 0203 738 7300.


Do I have courtesy car entitlement?

This depends on the level of cover given by your insurer. Typically on comprehensive policies, you will have a courtesy car as long as the vehicle is repairable and whilst the vehicle is having repairs done.

This is subject to availability and full details of your entitlement can be found in you insurers' policy documents.


In the event of a claim, how will my No Claims Bonus (NCB) be affected?

This varies depending on your insurer. Typically it can be reduced by two years unless you have protected NCB.

If a claim is settled as 'non fault', then your NCB will be reinstated.


If my vehicle is 'written off', what will happen with the policy?

This varies depending on your insurer. Typically 14 days notice is given for you to replace the vehicle on the current insurance, or the policy will be cancelled.


What happens if my policy is cancelled after a claim is made?

If you are paying by Direct Debit or another payment plan and have only paid a proportion of the premium then you will be required to pay the full amount outstanding.

If the premium was paid in full, no refund will be given.


What happens if my car is stolen?

As soon as the theft is discovered you should report the theft to the nearest Police Station and obtain a crime reference number.

Then you should contact our Claims Department on 0203 738 7300 who will take the details from you and progress your claim.

In order to protect our customers against fraud, a number of insurance industry database checks are carried out.


Do I need to contact the police after an incident involving my car?

If you are involved in an accident which has caused injuries to another person then you should report the accident to the police.

If your car has been stolen then you should report the theft to the nearest Police Station as soon as it has been discovered to obtain a crime reference number.


What is a total loss?

Total loss may be different for each insurer. Typically it is defined as being when the cost to repair any damage exceeds the market value of your car or a proportion of its market value.

In these cases it is beyond economic repair and is often referred to as a total loss.


What happens if the other driver disputes the accident circumstances?

When representing you we will do our very best to persuade the other driver, or their insurer, that the accident was their fault. This is done by presenting them with all the evidence that you have provided us with and that we have gathered.

We will always act to defend your position, but if the evidence does not fully support either driver's version of the incident, everybody involved may have to take some responsibility. In this instance we will negotiate the best possible settlement with the other driver.

Your Questions about Documents


I have an EU issued driving licence which does not have a counterpart, what information do I need to send you?

If you are driving in Great Britain (GB) on a licence issued in a European Community/European Economic Area (EC/EEA) country, you will not have been issued with a paper counterpart.

You only need to send us copies of the front and reverse of your photo card driving licence for each named driver on your policy.

More information on driving in GB on a foreign licence.


Why haven't I received my documents yet?

We issue all policy documents including the Certificate of Motor Insurance within 3 working days to the email address you gave us when you purchased the insurance.

Please check your email inbox and junk mail. If you would prefer a hard copy of your policy documents there is a fee of £8.99.

If you wish to request new documents please contact one of our online operators. We are open: Monday to Friday: 8am - 10pm, Saturday and Sunday: 9am - 9pm.


Where can I request my policy Documents

If you wish to request new documents please contact one of our online operators. We are open: Monday to Friday: 8am - 10pm, Saturday and Sunday: 9am - 9pm.

There is a £8.99 charge for a hard copy of your documents. We apply no charge for issuing your documents via email.


Why do I need to send my driving licence?

You will be advised either by letter or email if we require a copy of your driving licence, this is due to regulations set by certain insurance underwriters.

In order to comply with these regulations we need a copy of the counterpart driving license for all drivers on the policy.

If you do not provide a copy of your driving licence your policy may be cancelled.


I have received a letter saying I have a misrepresented claim but it was for notification purposes only, what proof do I need to send in?

We would require written proof from your previous insurer to confirm it was for notification only.

Your Questions about General


What is One Call doing to prevent fraud?

We are taking many precautions to protect customers from the effects of escalating fraudulent activity.

We have a dedicated fraud team who work in partnership with other One Call departments as well as external organisations such as the MID, DVLA, MIB and the Insurance Fraud Bureau.

All staff are trained to detect the characteristics of fraudulent activity and have a defined route to escalating any concerns they have about a policy to the fraud team.


I have heard that One Call operates credit scoring, what is this and why do you do it?

Credit scoring is another way that we can protect our customers from the effects of fraudulent activity and may be carried out both prior to and after the policy has been incepted.

It is not purely based on your credit status as it draws on a number of different databases, such as electoral role, birth records, fraud bureau database for example.

Some insurers will give better rates to customers who allow a credit check to take place, this does not cost you anything and the result will not end in your premium increasing.


Am I covered for commuting?

Please refer to your Certificate of Motor Insurance. Some insurance underwriters extend the policy to cover commuting but this requires you to commute to one single place of work without using the vehicle for business purposes.

If you commute to various places of work and use the vehicle for work purposes then you will need to change your level of cover to business use. You can do this via the change car use link on our website.


Can I insure two cars at the same time?

We are able to extend your policy to cover more than one vehicle on a temporary, short-term basis. You can do this by submitting an online form via the add a temporary car form on our website.

If you need cover for the additional vehicle on a permanent basis, you would need to undertake a second policy via the get a quote link on our website.


Who is my breakdown membership provided by?

Your breakdown membership is provided by One Call Recovery which includes home start and roadside recovery. For more information please refer to the One Call Car Insurance Information Booklet for the full terms and conditions of our breakdown membership.


Where do I find more information about my breakdown membership?

You can find out more information about both your breakdown membership by referring to your One Call Car Insurance Information Booklet for the full terms and conditions.


How can I upgrade my breakdown membership?

You can upgrade your breakdown membership by calling 01302 554015. For more information on what each upgrade includes please visit Breakdown Membership.


What is voluntary and compulsory excess?

The excess of a policy is what you pay in the event of a claim being made. The compulsory excess is what the insurer requires you to pay in the event of a claim whereas the voluntary excess is a sum that you agree with your insurer to reduce your premium.

Both of these excesses can be found on your Schedule of insurance and added together is what you pay in the event of a claim.


Can I drive someone else's car?

To drive someone else's car on your policy is dependent on the regulations set by the insurance underwriter. Please refer to your Certificate of Motor Insurance to establish if you are eligible to drive another vehicle.

If you are eligible to drive any other vehicle as advised by your Certificate of Motor Insurance, you must be the policyholder, your level of cover will be third party only and it must be with the vehicle owner's permission.


I have comprehensive cover, is my windscreen covered?

Please refer to your Schedule of insurance to establish if you have windscreen cover, windscreen excess applies which will also be noted on your Schedule.


Can I cancel my policy?

Within the first 14 days from receiving your policy documents or the policy start date you may cancel your policy under the cooling off period.

This is provided that you cancel your policy and return all documentation within 14 days of receiving your policy documents or the policy start date, whichever is the latter, along with a written explanation.

All insurers have a right to apply a charge for the amount of days you have been covered. One Call Insurance will apply a charge of £49.99 in addition to any insurer charges to cover the cost of setting up your policy in accordance with our Terms of Business.

After this period you will be charged for any time on cover as calculated by your insurer, this is normally ‘pro rata’ and any insurer fee. We will also include a £55.99 cancellation fee, any additional products purchased during the policy term, any administration fees applied, and we will also deduct any discounts that have been applied to the policy.

Where you have received your documentation through the post you must return all hard documentation including the Certificate of Motor Insurance and a written cancellation request. Please refer to our One Call Car Insurance Information Booklet for full Terms and Conditions.


How can I make a complaint?

If you wish to make a complaint regarding the service that you have received please contact our customer services department on 01302 554015 Monday to Friday: 8am – 10pm, Saturday and Sunday: 9am – 9pm.

If they are unable to resolve your complaint you can request a copy of our Internal Complaints handling procedure and we advise that you follow the procedure to ensure your complaint is dealt with promptly.

Please note your complaint is not valid if it is not reported to One Call Insurance in the first instance.

Please forward any reported complaints to

Complaints Handling Manager
One Call Insurance Services Limited.
First Point
Balby Carr Bank
Doncaster
South Yorkshire
DN4 5JQ

When insuring a car, do I have to declare claims and convictions even though I got them driving a motorbike or van?

You have to declare any claims and convictions that you have received on your driving licence, whether you received them on your motorbike, car, van or any other type of motor vehicle.

Your Questions about Home Insurance


Who does my home emergency cover, legal cover, and accidental damage?

These benefits are provided by One Call Insurance.


Who deals with a claim for my home insurance?

In the event of a claim, you should contact us, One Call Insurance. Our dedicated claims team are available 24 hours a day, 365 days a year on 0844 844 4448.


Do I receive any documents from my insurance provider?

As your broker we provide you with all of your insurance documentation. A copy of your insurers policy booklet is available from the Existing Customers section here.


Where can I find my excess?

Please refer to your Schedule of Insurance for the breakdown of your excess which is what you are required to pay in the event of a claim.


Where can I find my policy booklet and Terms and Conditions?

You can download the One Call Insurance Home Information Booklet and your insurer's policy booklets here.


Where can I find my policy documents?

All policy documents are sent via email unless you request a hard copy to be posted to you for a fee of £8.99.

If you wish to request new documents please contact one of our online operators 7 days a week.

We apply no charge for issuing your documents via email. If you would like to request a replacement schedule a charge of £20 will be applied to your account.


Can I specify an item on my policy?

You can specify an item on your policy at inception or if you policy has already come into effect then please email enquiries[at]onecalldirect.co.uk with this request.


How can I add my mortgage lender to be named on the policy documents?

To name your mortgage lender on your home insurance policy, please provide the details here.


Why are you asking for a valuation form or receipt?

If you have specified an item that is of high value on your home insurance, you need to provide a valuation or a receipt of that item for proof of value.


Will having a home security check reduce the cost of my insurance?

At present home security checks are not considered by insurers when calculating your premium however, we at One Call will be encouraging our panel of insurers to consider homes that have had a security check to be a potentially safer risk, so it may result in premiums reducing in the future.

Your Questions about No Claims Bonus


Do I have protected No Claims Bonus?

Every customer who has at least three or more years No Claims Bonus qualifies for the One Call No Claims Discount Guarantee.

This guarantee allows you to make 2 fault claims in a 3 year period. In the event of a fault claim occurring, One Call's No Claims Discount Guarantee will ensure that your renewal premium will be quoted at 10% below the best protected rate on the market.

If you find a cheaper quote for the cover you require elsewhere, we will price-match it and offer you a further 10% discount (a copy of the alternative quotation will be required).

Please refer to the One Call Information Booklet for more information. Insurers protection can be provided at extra cost.


Why do my documents say that I don't have insurers protected No Claims?

When you undertake a policy with One Call Insurance it states on your documentation that your No Claims Bonus is not insurer protected.

This is because your No Claims is guaranteed with One Call, your broker and not your insurance underwriter.

On the same document it also states that you have received the One Call No Claims Discount Guarantee, this guarantees your premium and also allows you to make 2 fault claims in a 3 year period.

Please refer to the One Call Information Booklet for more information.


Will my One Call No Claims Discount Guarantee still apply if I leave One Call?

The No Claims Discount Guarantee is a One Call Insurance benefit and does not form part of your contract with your insurance underwriter.

If you choose to leave One Call then the guarantee will no longer apply. In the event that you have made a claim then you will only be provided with the stepped back amount of No claims Bonus from your insurer.

We will issue you with confirmation of the number of year's discount we matched in the issue of your renewal premium but you will no longer have the One Call No Claims Discount Guarantee.

For more information please refer to the One Call Information Booklet. The insurance underwriter will provide you the stepped back amount if you claim.


Do I need to send One Call proof of my No Claims Bonus (NCB)?

You need to send proof of your No Claims Bonus as soon as possible. This is essential to validate your car insurance.

This needs to be your most recent renewal notice or a letter from your previous insurer confirming the proof of No Claims Bouns.

If you do not provide proof, your discount may be removed and an additional premium could be added to your account.


What do I need to provide as proof of my No Claims Bonus?

You need to provide us with your most recent renewal notice or a confirmation letter from your previous insurer that states the amount of discount that you have in years.

If you do not provide us with this proof, the discount may be withdrawn and an additional premium could be added to your account.


I can't get proof of my No Claims Bonus from my previous insurer.

If you are unable to obtain proof from your previous insurer, please contact one of our online operators - we are open: Monday to Friday: 8am - 10pm, Saturday and Sunday: 9am - 9pm.


How do I get proof of my No Claims Bonus from One Call?

To receive your proof of No Claims Bonus from One Call Insurance your policy must be inactive.

To request proof of No Claims Bonus, please contact one of our online operators - we are open: Monday to Friday: 8am - 10pm, Saturday and Sunday: 9am - 9pm.

Your Questions about Payments


How do I get a refund?

Once you have cancelled your policy and have had an advisor confirm a return premium it could take 6-8 weeks for the refund to reach you as the insurance underwriter has to process the refund before we can then issue it.

The Certificate of Motor Insurance also needs to be returned to us in order for the refund to be processed.

Please contact our Accounts department on 01302 554015 or refer to our Car Insurance Information Booklet for full terms and conditions.


Who is Creation Consumer Finance?

Creation Consumer Finance are the Direct Debit provider for One Call.

Any payments made will show One Call on your bank account but their name will appear on letters they send to you relating to your Direct Debit.


When is Direct Debit due from my account?

New Business - once the deposit has been taken the first payment will be collected 18 days later for Home policies and 30 days later for Car, Commercial and Motorbike policies.

Renewals - on your renewal date.


Why does the Direct Debit date have to be 18 days after inception?

As One Call offer such a low deposit the next payment is set for 18 days later, this also allows us to collect over 11 months making the monthly payments smaller.


Why has the Direct Debit amount changed?

Usually something has changed on your policy which has resulted in an additional/return premium.


How do I pay my default payment?

Provided the agreement is still running you can either ring Creation directly to make payment, ring One Call to make a payment to us over the phone and we will forward the payment to Creation or alternatively you can visit our Existing Customers section.


Why is there a £25 fee for default?

Due to the process involved Creation apply an administration fee which covers letters etc. for bringing the payment up to date.


Can I change my Direct Debit date and is there a charge?

Creation will allow one change to your Direct Debit date at no charge, but subsequent changes will result in a £10.00 fee.

The change can only be made once the first payment has cleared and the account is up to date. There must also be 7 clear days either side of a payment.


Why on my mandate from Creation does it state they are giving me credit, I just want to pay a Direct Debit not lend money?

Creation are a finance company, however you are not entering into a finance agreement.

One Call are paid by Creation in order to forward the insurance premium onto your insurance company and you pay the agreed repayment amount to Creation each month.


When will I get my refund?

From the date of cancellation this can take up to eight weeks, One Call work on a monthly statement with each of our insurers and no refund is issued until we have received it from the insurer.

Prior to any refund being issued you must have returned your Certificate of Motor Insurance and have the vehicle SORN/written off or insured with another company.

Frequently asked questions about Policy Changes


How do I change my vehicle?

To change the vehicle on your policy, please fill out the relevant form here. Making alterations to your policy could result in an additional premium. The changed details will be quoted within our system and you will be sent an email requesting confirmation and payment of the alteration.


How do I change my address?

To change your address and contact number on your policy, please fill out the relevant 'Make Policy Changes' form found here. Making alterations to your policy could result in an additional premium. The changed details will be quoted within our system and you will be sent an email requesting confirmation and payment of the alteration.


How do I change my name on the policy?

To make changes to your name, marital status or occupation, please complete this form. Making alterations to your personal details on your policy could result in an additional premium. The changed details will be quoted within our system and you will be advised if there is an additional premium to be added to your account.


Can I add business use to my policy?

To add business use to your policy, please fill out this form. Making changes to the use of your policy could result in an additional premium. The altered use will be quoted within our system and you will be sent an email requesting confirmation and payment of the alteration.


If I have comprehensive insurance am I covered to drive in Europe?

To establish whether you are covered to drive in Europe, please refer to the individual insurance underwriter's terms and conditions which can be found via the policy downloads link on our website. Being eligible to drive your vehicle in Europe on your insurance policy is dependent on the regulations set by the insurance underwriter. If you are unsure of who your underwriter is, please refer to your Certificate of Motor Insurance or schedule.


Can I temporarily add a driver to my car insurance?

If you wish to temporarily add a driver to your policy, please fill out the online application here. You will need the full details of the additional driver to do this. The additional driver details will be quoted within our system and you will be sent an email requesting confirmation and payment of the alteration. The charge to add the driver will be dependent on the details of the risk.


Why is my premium so much, is it because of my postcode?

The premium we quote you is based on a number of different factors which may include, for example; age, type of vehicle, number of claims you have made and your postcode. Our panel of insurers use all of the details you provide when requesting a quote to calculate what level of risk your policy could present should you have to make a claim. One Call Insurance is a broker and we represent a number of different insurers who all have their own criteria for measuring insurance risks.

Frequently asked questions about Renewals


What happens at renewal?

A renewal pack will be posted to you at least 21 days before your policy is due for renewal.

This quotation will be based on the information you provided to us previously and will contain your renewal confirmation and include the cost of renewing your policy.

It is your responsibility to let us know about any change in circumstance as any changes could affect the policy terms or premium.

If you pay for your insurance via Direct Debit, we will automatically renew your policy and issue confirmation in writing along with your new insurance documents approximately one week before your renewal date.

If you are paying in full by credit/debit card, we will debit the account from which you paid for the original policy with the full amount of your renewal premium up to five days before your renewal date. Please refer to our Car Insurance Information Booklet for full Terms and Conditions.


Will my car insurance be automatically renewed?

If you are paying for your insurance by Direct Debit we will automatically renew your policy and issue confirmation via email along with your new insurance documents, approximately 1 week before your renewal date. Your Direct Debit collections will continue on your renewal date.

If you are paying in full by credit/debit card, where we hold valid details we will debit the account from which you paid for the original policy with the full amount of your renewal premium up to 5 days before your renewal date.

If we do not hold valid Direct Debit or debit/credit card details you will need to contact us prior to the renewal date on 01302 554013.


How long before renewal will I receive my notice of the renewal and the price?

We will send your car insurance renewal terms by post 21 days before your policy is due for renewal.

We hold the right to refuse renewal terms without explanation provided that we send notice within 21 days of the renewal date.


If I am paying by Direct Debit at renewal what will the direct debit date be?

If you are paying for your insurance via Direct Debit, we will automatically renew your policy and the Direct Debit collections will continue from your renewal date.


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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.

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