one call insurance - car insurance policy booklet - april 2016car policy booklet 7 4 2016

Information BookletCAR & VAN INSURANCE

7/4/2016

We are delighted to welcome you to One Call Insurance Services Limited, part of the One Call Group, andthank you for choosing to take out a motor insurance policy with us. We represent a panel of differentinsurers, and our mission is simple: ensuring good consumer outcomes are at the heart of our culture bygiving you low-cost insurance, instant quotations and immediate cover, as well as exceptional service.

Additionally if you have chosen to pay by direct debit you will have entered into a credit agreement with yourfinance provider and will receive their terms and your credit agreement from them. This is not your Insurers policy booklet, but we feel that this is an important and useful guide for ourcustomers. It is a general explanation of One Call Insurance’s terms of business and should be used along sideyour selected insurers policy Schedule/Certificate of Insurance. One Call Insurance deals with a number ofinsurance companies who provide their own terms - you can download the policy booklet for the insurer youare covered by from the ‘Existing Customers’ section at www.onecalldirect.co.uk

Should you have any questions regarding any product or service provided by us, please call 01302 554 015.Alternatively, you can visit the ‘Existing Customers’ section 24 hours a day, 7 days a week atwww.onecalldirect.co.uk for more information about your policy and our services.

C O M M E R C I A L

Welcome to the One Call GroupAs an existing One Call Insurance customer you are entitled topreferential rates from other companies within the One Call Group.

One Call CommercialFor all business requirements, landlords and van insurance 01302 554 019

One Call Estates LimitedFor mortgages, finance and life insurance 01909 500 555

Vehicle Hire & Legal ServiceFrom Commercial Legal Limited 0203 738 7300Breakdown membership from One Call Recovery Limited 0203 108 0444

Welcome

G R O U P

One Call does it all - Motor | Home | Caravan | Pet | Travel | Van | Business | Life | Breakdown | Loans | Motorbike

Welcome

One Call Insurance Information BookletIssue Date: 7/4/2016

ContentsWhat To Do If You Have Had An Accident ....................................................Terminology ............................................................................................................3 Year Price Guarantee .........................................................................................Additional Driver Bonus Builder ......................................................................One Call Insurance No Claims Discount Guarantee ..................................Terms And Conditions

Terms Of Business ............................................................................................Alterations To Your Policy .............................................................................Other Information ...........................................................................................Our Charges .......................................................................................................Policy Cancellation ..........................................................................................Complaints Procedure ...................................................................................What Happens At Renewal ..........................................................................Continuous Payment Authority .................................................................Consumer Finance Direct Debit Agreement .........................................Data Protection ................................................................................................

Commercial Legal Limited And One Call Recovery LimitedOne Call Breakdown Membership ..................................................................Excess Reducer .......................................................................................................Onecall Legal Service ...........................................................................................Disclaimer / Declaration .....................................................................................

Authorised and regulated by the Financial Conduct Authority No 302961 for general insurance business.

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Contents

Car & Van Insurance Information Booklet - Issued 7/4/2016

To help with the claims processl Do not apologise or admit fault.l Try to collect the following information to give to the

Accident Helpline to help us speed up your claim:l Full details of the other driver(s), phone number(s), and registration number(s).

This will allow us to contact anybody else involved.l Injuries caused.l Witnesses.l Police officers and report references.l Full details of what happened.

One Call Insurance 24-hour Accident Helpline

0203 738 7300

What To Do If You Have An AccidentThe LawYou must stop if you are involved in any incident involving an injury to any person or certain animals, or ifother 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, youmust 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 theincident 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 bedeemed a total loss. In these cases, it is necessary to offer a transfer of insurance onto another car, should thismeet the insurer’s criteria.

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TerminologyCertificate of Motor InsuranceThe proof that is required by law that shows youhave valid insurance in force. It shows what car iscovered, who is allowed to drive the car and whatthe car can be used for. If your certificate allowsdriving by any driver, please refer to your PolicySchedule for any restrictions that may apply.CIEThe Continuous Insurance Enforcement Law wasintroduced in early 2011, which means that, unlessyour car has a Statutory Off Road Notification(SORN) declaration from the DVLA, you have to havea valid insurance policy in place, even if you do notuse your car. Further information on this can befound at:www.mib.org.uk/Motor+Insurance+DatabaseConsumerThe person named under the ‘Policyholder’ or‘Insured’ details on the Certificate of MotorInsurance and policy schedule (the person theinsurance is intended for).CriteriaThe guidelines given to us by the underwritersby which they set their prices.EndorsementSomething that could change the original coverprovided under the insurance. Any endorsementswill be listed on your Policy Schedule.ExcessThe part of the claim that you must pay. Sometimesmore than one excess can apply, in which case theywould be added together. A standard policy excessis referred to as a compulsory excess: this amount isset by the insurer. The additional excess is avoluntary excess, which is an extra amount set byyou. Please refer to your Policy Schedule for yourtotal excess.Financial Conduct Authority (FCA)The FCA replaced the Financial Services Authority(FSA) with effect from April 2013 and will be thefinancial regulator for the UK. They will remain anindependent body and are funded entirely by thefirms that they regulate.

Geographical LimitsAreas that your insurer will cover you to drive in areGreat Britain, Northern Ireland, the Isle of Man, theChannel Islands (and while the car is beingtransported directly between any of thesecountries).Insurers’ No Claims Bonus ProtectionAn additional premium may be paid to protect yourNo Claims Bonus, usually when 4 years have beenearned. With this protection, in the event of a claimyou will not lose your No Claims Bonus; howeverthere is a limit (which will vary depending on theinsurer) on the number of claims that can be madewithin a specified period. If the number of claims inthe period exceeds the insurers limit, it will result inthe loss of your No Claims Bonus and you may haveto pay a higher premium at renewal.Insurer, UnderwriterThe insurance company that is providing the coverfor your car and is detailed on your Certificate ofMotor Insurance and Policy Schedule.Market Value The cost of replacing your car with one of a similarage, type, mileage and condition, immediatelybefore the loss or damage happened.Motor Insurance Database (MID)The details that you have provided to us will beadded to the Motor Insurance Database (MID). Thisis a shared database available to the Police, who useit to prevent and detect crime. Other insurers mayalso use this database if you are involved in a roadtraffic accident in order to obtain relevantinformation. Where you have purchased a newpolicy, made a mid-term adjustment or your policyhas been cancelled/lapsed it is a condition that yourinsurer updates the MID with the relevantinformation. For further information you can visitwww.miic.org.uk

No Claims DiscountThis can also be referred to as No Claims Bonus. Aslong as no claim has been made during the period ofinsurance before your renewal is due, the insurer willinclude a discount in your premium under therenewal. The amount may vary between differentinsurers. You may not transfer this discount toanother person or use this discount on anotherinsurance policy for a different vehicle. If a claim ismade during the period of insurance, then the


discount will be reduced; the reduction may varybetween insurers. You may also have to pay a higherexcess. Your No Claims Bonus will not be affected ifthe claim(s) made are for a broken windscreen orwindow glass.You will be required to provide proof of the amountof No Claims Bonus you have told us about. Thismust be a renewal notice or a letter from yourprevious insurance company, showing the numberof years you are entitled to. The No Claims Bonusproof that you provide to us at the start of yourpolicy must be earned in your name and be free touse on this policy. It must also have been earned inthe UK unless otherwise agreed with one of ouradvisors. We can only accept No Claims Bonusearned on a private car policy; we are not able toaccept any No Claims Bonus earned on a companycar. If you have not driven for a period of time, a NoClaims Bonus can be accepted from your lastinsurance company as long as it ended within thelast two years.Period of insuranceThe length of time that the contract of insuranceapplies for: this is shown on your Policy Scheduleand Certificate of Motor Insurance.PolicyPart of the contract of motor insurance, the fullcontract consists of your insurer’s policy booklet,(available on request or in the ‘Existing Customers’section at www.onecalldirect.co.uk) your PolicySchedule and Certificate of Motor Insurance.ProposalThe application form detailing the information thatyou have given us, including information given onyour behalf and verbal information that you givebefore the start of the policy. You must check all theinformation and make sure it is correct, sign andreturn it to our office within 14 days of the start ofthe policy.RTAThe Road Traffic Act is the law that determines theminimum type of insurance you need within the UKto have your vehicle on the public highway.

ScheduleThis forms part of the contract of insurance. It givesdetails of the period of insurance, the insurer’spremium, the car that is insured and any details thatapply to you and any other driver(s) named on yourpolicy and other important information.

Pro Rata – CancellationThe calculation used when your policy is cancelledby you, us or your insurer. Pro rata is calculation of adaily rate of your insurance, plus any charges appliedby your insurance company. Please refer to the‘Cancelling Your Policy’ section for the fullcharging structure.

Statement Of FactIf you have not received a proposal form you willreceive a statement of fact. This form shows theinformation that you gave us, including informationgiven on your behalf and verbal information that yougive prior to the start of the policy. All informationmust be checked by the policyholder to ensure it isall correct. This should be kept for your records.

SubrogationTo take over your rights to recover payment from athird party responsible for the loss.

TerrorismTerrorism as defined in the Terrorism Act, 2000.

Us, Our, We, One Call InsuranceOne Call Insurance Services Limited, First Point, BalbyCarr Bank, Doncaster, South Yorkshire, DN4 5JQ.Your Insurance Broker in arranging your policy and,where you have entered a Credit Agreement withour finance provider, credit broker. (Linking you andyour finance provider).

Your CarAny motor vehicle that you have given us details ofand for which a Certificate of Motor Insurance andPolicy Schedule has been issued. Details of the carcovered will be shown on your latest Certificate ofMotor Insurance and Policy Schedule.

You, YourThe person or company named under the‘Policyholder’ or ‘Insured’ details on the Certificate of Motor Insurance and Policy Schedule(the person the insurance is intended for).

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3 Year Price GuaranteeIf you are paying for your policy by monthly DirectDebit payments, we will invite your renewal on ourthree year price guarantee. This means that, if yourcircumstances stay the same, we will guarantee theprice of your policy based on this year’s renewalprice for a further two years. Your policy willcontinue at the new rate for a further two years,covering you against insurance rate increases, taxincreases and general inflation. The price guaranteeonly applies to the price presented on your renewalletter.

Under this scheme if you make any changes to yourpolicy, or misrepresentation of claims/convictionsare identified, this will result in your premium beingrecalculated to take the new details into account, aslong as the new details are acceptable to the insurerwe have placed your cover with. Any additionalpremium will be required to be paid in one paymentvia credit/debit card. This is to benefit you as theconsumer to ensure the 36 payments do not inflateand the additional cost for any amendment to youpolicy are not calculated in years two and threepremium.

At the end of the first and second years of the priceguarantee being in force, we may also change theunderwriter of the insurance that we provide for youin order to continue to meet your demands andneeds. We are able to do this because we are aninsurance broker representing a panel of differentinsurance companies, and in turn we may be able tolower your monthly Direct Debit payments at thestart of year two.

Additional Driver Bonus BuilderAdditional driver bonus builder can only be used ona One Call Insurance private motor car policy; thebenefit cannot be transferred to other companies.Renewal documentation will only show the amountof No Claims Bonus the policyholder has earned ontheir own policy.

It doesn’t matter if the policyholder or any otheradditional drivers have made a claim against thepolicy: the bonus is calculated on the individual’spersonal driving history. The additional driver can

claim their No Claims Bonus gained through thisscheme when becoming a policyholder with OneCall Insurance.

The additional named driver must be over the ageof 25 (the minimum age they will be eligible for thenamed driver No Claims bonus is from the age of26).

To qualify for this offer, the additional named driverunder the policy must not have any pendingprosecutions or have been convicted of anyoffences (whether for motoring offences or generalcriminal offences).

One Call Insurance No ClaimsDiscount GuaranteeBelow are the full details of the One Call InsuranceNo Claims Discount Guarantee. If you have anyqueries regarding this, please contact our CustomerService team on 01302 554 015. Typically, aprotected No Claims Discount will only protect thediscount percentage at the time of renewal, not thepremium. Therefore, in the event of a claim, aninsurer could increase your renewal premium,meaning that you would still pay more even if youhad paid to protect your No Claims Discount.

At One Call Insurance we believe this to be unfair, sowe offer you the One Call Insurance No ClaimsDiscount Guarantee.

To help protect your renewal premium in the eventof a fault claim occurring, this guarantee will ensurethat 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 requirefrom a different insurer, we will price-match it andoffer you a further 10% discount (a copy of thealternative quotation will be required based on alike for like quotation).

To QualifyYou need a minimum of three year's No ClaimsDiscount from any insurer at the start of the policyperiod. This guarantee currently applies to privatemotor car and Commercial vehicle policies only.


The TermsThe One Call Insurance No Claims DiscountGuarantee will continue to discount your renewalpremium unless there are two fault claims in anythree year period. In this situation the One CallInsurance No Claims Discount Guarantee will belost.

Some Definitionsl We consider a fault claim to be where the cost

of the claim was met by your insurer but could not be recovered.

l Where the accident was not your fault or the other driver was uninsured, you will not lose your One Call Insurance No Claims DiscountGuarantee.

l Your One Call Insurance No Claims DiscountGuarantee will not be affected if you claim fora broken windscreen or window glass.

If you leave usl One Call Insurance will only be able to issue you

with confirmation of the number of years the insurer allows.

l The No Claims Discount Guarantee is a One Call Insurance benefit and does not form part of your contract with your insurer. Some insurers may only accept confirmation of No Claims Discount from the underwriter.

l Your new insurance company will apply a No Claims Discount in accordance with their own terms.

Terms Of BusinessConditions Of TradingWe are an independent insurance intermediary. Youwill not receive advice or a recommendation fromus. We will ask some questions to narrow down theselection of products that we will provide details on.You will then need to make your own choice on howto proceed. We are permitted to arrange, advise onor deal as an agent of insurers and consumers withrespect to non-investment insurance policies. Weuse facilities made available by General InsuranceCompanies and Lloyds Syndicates alike. We areauthorised and regulated by the Financial ConductAuthority (FCA).

Continuous Payment AuthorityContinuous Payment Authority is a recurringpayment process where you authorise One CallInsurance to take money from your debit or creditcard whenever we are owed money. Payments canvary in frequency and amount depending on whatis owed at the time.

In authorising the Continuous Payment Authorityyou permit us to charge any sums due to your cardand to take payments as and when they fall due You may cancel the Continuous Payment Authorityat any time by notifying our Compliance Team on01302 565 500.

You will be notified should the Company elect tochange the terms of this Continuous PaymentAuthority.

It is always our intention to provide you with clearinformation so that you can make an informeddecision about buying the products and servicesoffered. We will carry out any business with you in afair, competent and transparent way.

Our services include arranging your insurance formotor vehicles (i.e. private car, motor bikes andcommercial vehicles, for example; vans, lorries andspecial vehicles), household, commercial (e.g. shop,office, club, pub etc.) and travel.

Conflict Of InterestOne Call Insurance Services Limited may, from timeto time, place business with, use the services of orrefer you to other companies that are part of theOne Call Group. Directors of One Call InsuranceServices Limited may hold directorships in OneInsurance Limited (registered in Malta), which iscontrolled by the CEO of One Call Insurance ServicesLimited.

One Call Insurance Services Limited may place someof your business with One Insurance Limited, whichoffers general insurance products. We will informyou if this is the case.

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Treating Customers FairlyThe Treating Customers Fairly (TCF) principle aims toraise standards in the way firms carry out theirbusiness by introducing changes that will benefitconsumers and increase their confidence in thefinancial services industry. This means that you canbe confident that we are here to help youunderstand the product you have purchased and toanswer any further questions that you may have in aclear manner with a high level of customer service.

QuotationsThese are based only on the information that youprovide to us at the time of quotation. You arerequired by law to take reasonable care to answer allquestions accurately and completely. This is to makesure that all the information that you supply is trueand correct. Failure to do this may mean that yourpolicy is invalid in the event of a claim. If you are inany doubt about whether a piece of information isrelevant please ask us. Our quotations areguaranteed for 7 days. As an insurance broker, ourinsurers’ panel offers a fair analysis of the marketand we will offer the product best suited to yourdemands and needs. Your insurer has the right notto accept your policy due to your new details notmeeting their criteria; if this is the case then we willtry to find another insurer to cover you.

ContractWhen taking out an insurance policy with us youwill always enter into two separate contracts. Thefirst one is with us, One Call Insurance ServicesLimited for arranging and administrating yourinsurance policy. We may charge you a fee(s) forproviding our services. Our terms and conditions setout our fees in the ‘Our Charges’ section.

The second contract is with the insurance companyfor providing the insurance cover, they shall chargeyou a separate premium inclusive of insurancepremium tax (IPT) as applicable. Their terms andconditions are set out in their policy booklet,statement of Motor Insurance and Policy Key Facts(which we provide to you within your policydocuments). Links are also available on our website,www.onecalldirect.co.uk following the ‘ExistingCustomers’ section.

When you purchase Optional Additional Productsyou will enter into further contracts with eachprovider on the same basis as the first contract.

Our arrangement and administration fee and theseparate premium will form the total price of theinsurance. The specific amounts paid in respect ofthe cover you hold are found in the Covering Letterwith your policy documents.

When you enter into a Finance Agreement to findthe purchase of your policy, you will enter into aseparate contract with the Finance Provider; a link totheir Standard European Consumer CreditInformation is available on our website. And fillcontract documents will be sent to you by them.

Provision Of DocumentationAt each stage of the period of Insurance (newbusiness ,renewal or cancellation) we will requiredocumentation from you.

You must provide this to us on request from theinsurer or from us as an agent of the insurer. Unlessyou are told otherwise, you are advised to sendcopies of the documents requested, not the originaldocuments. All documentation sent in to our officemust be up to date and at the address we hold onour records.

If you choose to send the original documents OneCall Insurance cannot be held responsible for theirsafe delivery or return to you. On receipt of therequested documents, we, in turn, will provide fullpolicy documentation so that you can check yourpolicy details, confirm the period of cover and haveavailable any certificates or documentation that youmust have by law. This also applies to any changesyou wish to make to your policy during its period ofcover. At renewal we will notify you of the renewaldate, or when cover will end, in time to allowalternative cover to be arranged, if necessary. Wewill inform you of any changes to the policy cover,service or insurer being offered, explain yourresponsibilities in the matter and provide anydocumentation you need by law.

We will not withhold any insurance documentationfrom you without permission, unless the law allowsus to do so. If the policy is cancelled, or expires, wewill send all documentation that you ask for thatyou are entitled to receive. If the documentation wehave said we will provide has not been received


then it is your duty to contact us and request aduplicate to be sent. Provided that you advise uswithin 14 days of the documentation beingrequested, our duplicate document fee will bewaived.

Where you have provided us with an email addresswe may use this to send your insurance documents.

Additional Service DeclarationIf you should make a claim on any additionalservices (whether given as a free benefit of yourpolicy or purchased as an upgrade) during theperiod of cover, at no additional cost, at a nominalcost or at a price below that of the market rate, thenthe VAT incurred through the fulfilment of suchservices or goods provided will be paid by One CallInsurance.

PaymentCover cannot be issued without receipt of payment,be it in full or by deposit for one of our instalmentfacilities. We will provide you with proof that youhave paid any premiums, fees or charges during theperiod of insurance. On any policy amendmentswhere the additional premium is higher than£250.00, we will only issue cover when you havepaid a minimum of 20% of the additional premiumquoted.

Protecting Your MoneyWhen we receive payment for policies, they will beheld by us either as an agent of the insurer / thirdparty, or on your behalf in a non-statutory trustclient bank account. When we receive money as anagent, we hold it on the insurer / third party’s behalf.This means, for example, that if you pay a premiumto us, it is treated as having been received by theinsurer and you cannot be asked to pay thatpremium again if we do not pay the insurer. We mayuse money that is held on your behalf in a non-statutory trust client account to pay for anotherconsumer’s policy before we receive payment fromthem. Under a non-statutory trust account, we mayuse money held on your behalf to refund anotherconsumer before we receive the refund due fromthe insurer / third party. However your money willbe protected at all times because of ourrequirements under the FCA’s rules. We reserve theright to retain interest earned from our account.

Debt RecoveryIf, for any reason, you default on a payment(instalment or account balance after cancellation) ofany kind, and after several reminders the debtremains unpaid, we will exercise any ContinuousPayment Authority and if this fails to recoverpayment refer the matter to our debt recoverydepartment.

You will have to pay, in addition to any debt, a fee of£25 once the first letter has been issued to you.

If you still do not contact them a further £27 will beadded to your balance for their second attempt tocontact you. The third letter will incur a £52 charge.It is in your interests to pay instalments or balanceson the agreed dates to avoid this sort of outcome. Ifthe default persists, the debt recovery departmentwill refer this onto our solicitors who may apply tothe courts to recover this from you. This could resultin a County Court Judgement (CCJ) being loggedagainst you. If an outstanding balance is due on apolicy after it has been cancelled or the policylapsed, we have the right to withhold your NoClaims Bonus until the balance has been cleared.

ClaimsIf there is an outstanding premium at the time of aclaim, it is our right to withhold any settlement untilthe balance is cleared; we will inform you if this is thecase.

Recommend a Friend SchemeOne Call Insurance will pay £25.00 for all friendrecommendations provided that:1 The friend recommended to One Call Insurance

takes out a policy and the policy is on cover for a minimum of 90 days.

2 The policyholder recommending a friend’s insurance is on cover for a minimum of 90 days.

3 None of the policies are in direct debit default.4 None of the policies are due to be cancelled.5 The friend recommended must give the sales

advisor when taking out their insurance cover the reference number and the name of the person who has recommended them.

6 The policy must be purchased through ourcall centre over the phone and not via any comparison site.

The £25.00 will be issued out via cheque to thepolicyholder and to the address that we hold on fileonly.

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This offer is not available for employees of One CallInsurance or anyone connected to One Call InsuranceServices Limited and is available on private motorpolicies and home insurance policies only. Where youhave received the ‘recommend a friend’ payment andyour policy is cancelled, we reserve the right toreclaim / charge this amount back onto thecancellation calculation.

Alterations To Your PolicyYou must tell us about any of the following changesin your circumstance straight away. If you do not tellus about these changes, then your policy may nolonger be valid or a claim may not be paid. Thesechanges may result in a change to your premiumand/or excess (where these changes are acceptableto your insurance company) and will incur a chargeof £39 in addition to any insurance companycharges or refunds. Alterations to your policyinclude but are not limited to:l You change the car or its registration number -

this is limited to three amendments per insurance period.

l There is a change of driver(s).l The vehicle ownership changes and you still

require our insurance cover.l Any driver on the policy gets a motoring

conviction, including fixed penalty offences.l Any driver develops a health condition that the

DVLA needs to be aware of.l You change the primary purpose the car is used

for.l Any driver changes their job, starts a new job,

including part-time work, or stops work.l The car is changed from the manufacturer’s

original specification.l You take the car abroad for more than 90 days

or outside of the European Union - you must inform us of your travel dates at least seven days before you intend to travel to take advantage of EU cover.

l You change your address or the address where you keep the car overnight.

l Any driver passes their test or has their licence revoked.

l Any details on the Policy Schedule change.l The car is involved in an accident or fire, stolen,

damaged or broken into.l There is a change to your estimated annual

mileage.

l Any policy limits are exceeded.l Any driver has insurance refused, cancelled or

has had special terms imposed.l There is a change to the main user of the car.

You are reminded that you have a duty to takereasonable care not to make anymisrepresentations.

Where we have been made aware of anymisrepresentations, we will exercise the ContinuousPayment Authority and debit the credit/debit cardwith additional premium for this alteration we willinform you before this happens.

The Insurance policy we place you with may limitthe number of changes that you make to your coverwithin the policy dates. if this is the case furtherchanges may require your policy cancelled andreplaced.

To make any of the above amendments to yourpolicy, please visit our ‘Existing Customers’ sectionat www.onecalldirect.co.uk and submit the relevantalteration form; alternatively, contact CustomerServices on 01302 554 015.

Your Insurer has the right not to accept your policydue to your new details not meeting their criteria, ifthis does happen, we will try to find another insurerto cover you.

Please refer to your Policy Schedule/Certificate ofMotor Insurance for details of your policy andcontact us if you are unsure whether certaininformation should be disclosed.

LanguageThe Terms and Conditions and all other informationconcerning this insurance are supplied in theEnglish Language and no other language shall beused for communication unless agreed by bothparties prior to the policy inception.


Other InformationCompensation ArrangementsWe are covered by the Financial ServicesCompensation Scheme (FSCS). You may be entitledto compensation from the scheme if we cannotmeet our obligations. This depends on the type ofbusiness and the circumstances of the claim. MostInsurance contracts are covered for 90% of theclaim, without any upper limit.

Further information about compensation schemearrangements is available from the FSCS atwww.fscs.org.uk

What Is Fraud?Fraud includes, but not limited to, delberatley nottelling the truth or withholding information.

You are committing fraud if you:l Knowingly make an untrue or misleading

statement about your circumstances and/or claim; and

l Intend to make a gain or cause a loss to someone else, for example your insurer.

By failing to provide information you arecommitting fraud if you:l Fail to give us the information we or your

insurer have requested; andl Intend to make a gain or cause a loss to

someone else, for example your insurer.

How We Deal With Fraud Insurance fraud is a serious issue so we take certainmeasures to protect us and our consumers from it.Your insurance Premium is calculated on the riskinformation provided by you so it is important this isaccurate.

Fraud results in a rise in premiums, so in order to befair to all of our customers, we are proactive aboutfinding and preventing fraud.

If fraud is established, we will:l Cancel or void the policy cover without any

refund of the premium.l Not pay any claims under the policy.l Recover any money already paid.l Recover, investigation and legal costs.l Inform other organisations as well as anti-fraud

databases such as CIFAS, CUE and Hunter.

We may also inform the police, which could result inprosecution.

Fraudulent ClaimsIf you or anyone acting for you uses fraud to getbenefits under the policy (i.e. by using false or stolendocuments), then your policy will be cancelled bythe underwriter, may be void from policy inceptionand you will not be refunded any premium.

The following charges will be payable to cover our services and expenses incurred on your behalf or if you failto inform us of any changes to your policy.

Our Charges

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Up to £60.00 New business This fee may vary where an insurer does not pay One Call commission. You will bemade aware of any policy fee in these instances. Fees for commercial insurancepolicies can vary to a maximum of 30% of the total annual premium.

£8.99 Hard copy ofdocuments

This fee applies if you request a hard copy of your documents or require duplicatedocuments of any kind sent to you via the post.

£30.00 Renewalarrangement

The renewal arrangement fee will be charged in addition to the insurer’s renewalpremium.

£39.00 Mid-term changesmade to policy

Any changes made to the policy from the inception date will be subject to thischarge.

£26.00 Alteration topayment details

We will charge this amount for any stopped or returned cheques or for altering thedate you want the Direct Debit taken from your account.

£39.00 If we have foundany misrepresentedinformation andreduction of NoClaims Bonus fee

This charge applies for misrepresentation of information and reduction of NoClaims Bonus. You have a right to challenge any misrepresentation identified by theCompany which we will investigate, in the first instance, without charge. We willcontact third parties if you still dispute our findings; however, should they confirmthe information we presented in our first investigations, the fee of £39.00 will becharged.

£35.99£49.99

Cancellation feeapplied (withincooling off period):RenewalsNew business

We reserve the right to make a charge to cover the cost of setting up your policywhere your cover is cancelled within the cooling off period - £35.99 for Renewalsand £49.99 for new business policies.

£10.00 Rejection ofDirect Debit

If a Direct Debit payment is rejected, we reserve the right to charge this fee,in addition to any charges applied by the finance provider, to cover administrationcosts.

£30.00 Direct Debitdefault

We reserve the right to charge this fee where you have defaulted on a DirectDebit payment or if we have to set up a new payment plan as a result of your DirectDebit default. New repayments will only be offered up to the 8th month of yourpolicy term. Authorised refunds will be processed within a 21 day period.

Up to£39.00

Changes tomisrepresentedinformation

In order to amend any of the information that you may have misrepresented uswith (whether inadvertently or deliberate), a charge of up to £39.00 will be madeper individual amendment.

VariableDD rate

Direct DebitInstalment plans

Instalment plans attract a variable charge, which is included in the agreedpayments. The variable rate is confirmed by the finance provider.

CommissionDisclosure

Commercial Policies Commercial clients (Non Retail) can request the amount of commission we earn tobe disclosed. This will be provided on request.

£10.00 Non return of DirectDebit mandate

The finance provider reserve the right to charge £10.00 for non receipt of the directdebit mandate..

£10.00 Calls listened to For any requested for phone calls to be listened to released we reserve the right tocharge £10.00.


Policy CancellationIf You Made A ClaimPlease note that refunds will not be given if a claimhas been made prior to the cancellation of a policyas the insurer will charge 100% (all of the premiumand all administration charges on your policy) of thepremium regardless of the amount of time thatcover has been in force. If you have paid in full, youwill not be entitled to a refund. If you are paying byDirect Debit, we will write to you to confirm youraccount balance.

Rights To CancelYou have the right to cancel any contract wearrange on your behalf please see RequestingCancellation or cancelling a renewal below fordetails.

Cooling-Off Period (14 days)Within the first 14 days from receiving your policydocuments or the policy start date, whichever islater, you may cancel your policy under the coolingoff period principle. All insurers have a right to applya ‘policy time on risk’ charge. One Call Insurance willapply a charge of £49.99 for new policies and £35.99for renewed policies in addition to any insurercharges to cover the cost of setting up your policy.

If we or your underwriters cancel your policy we willwrite to you at your last known address informingyou that your policy will be cancelled within 7 or 10days, the date of which will be confirmed on yourletter. You will need to return your Certificate ofMotor Insurance to us.

If You Are Cancelling A RenewalPlease contact the renewals team on 01302 554010or send a written request by post to:

The Renewals DepartmentOne Call Insurance Services LimitedFirst PointBalby Carr BankDoncasterDN4 5JQ

Please also refer to further details relating to yourrenewal contained within this booklet.

Requesting CancellationYou have the right to cancel any contract we arrange onyour behalf by providing a written request to do so. Youmay contact our Customer Service department on01302 554015 to request a cancellation form. Thecancellation form can be returned via post or email.Where possible we ask that you provide a reason for thecancellation in order for us to monitor our consumerfeedback and service. Where we have sent acancellation form to you, we will have already discussedany outstanding balance or return of premium due toyou. Please note that the cost may change should yourpolicy enter a new the next day on cover. For moreinformation relating to the charge structure please see‘Our Charges Section’. We reserve the right to cover thecost of setting up your policy where the cover has notyet come into force. Any additional services, such asbreakdown membership or legal cover, whether givenas a free benefit of your policy or purchased as anupgrade, will be cancelled at the same time as yourmotor insurance.

Documentation RequiredWhat is needed from you to cancel your policy:l Written instruction or our cancellation form.l The valid Insurance Certificate or a lost

certificate declaration form.

Failure to return your Certificate of Motor Insurance isan offence under the Road Traffic Act. If you receivedyour Certificate of Motor Insurance through the post,you must return this, along with any otherdocumentation, to us with your cancellation request. Ifyou received your Certificate of Motor Insurance viaemail, then you must declare to us when completingyour cancellation instruction that you surrender yourCertificate of Motor Insurance. Where you are no longerin possession of your Certificate of Motor Insurance, wewill ask you to sign a lost certificate declaration.Please contact our cancellation department to request this document.

Impounded VehicleIf the vehicle is impouned at the time of purchasing theinsurance and we have not been made aware of this,and the insurer voids the policy from inception we willcharge a £49.99 administration fee.

Voided PoliciesIf your policy has been voided by the request of yourinsurance company we reserve the right to apply acharge of up to £49.99.

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Informing The MID At Policy CancellationWhere your policy has been cancelled, the Certificate ofMotor Insurance is no longer legally binding, and thevehicle details we hold on file will be removed from theMotor Insurance Database (MID) by your insurer. It is acondition of all motor policies that once your policy hasbeen cancelled the insurer of your policy will inform theMID (a database accessed by the police to check foruninsured vehicles) that all cover issued has beenwithdrawn.

Cancellation Fees After The 14-Day Cooling OffPeriodAfter the 14 day cooling off period has ended, youstill have the right to cancel your policy. There is aset charge structure applied to the cancellation ofany insurance policy arranged through One CallInsurance, which take into account ouradministration costs for arranging the policy andadministrating the policy cancellation. Allcancellations are calculated on the following basis: l Day 15 to end of month 8 - you will be charged

for any time on cover as calculated by yourinsurer this is normally ‘pro rata’ and an insurerfee. We will include a cancellation charge of£55.99, any additional products purchasedduring the policy term and we will also deductany discounts that have been applied to thepolicy.

l Month 9 to 12 or if a fault claim has been made– You will be charged the full premium inaddition to any broker charges and additionalproducts purchased during the policy.

Where you have paid your premium in full we willlet you know the amount you are due back. If youare paying by Direct Debit you will be required topay a balance of the cancellation charges as set outabove, once we have calculated how much you havepaid. All insurers have a right to charge for the timethat you have had on cover. If your policy iscancelled and there is a balance to be paid to us, asper the Continuous Payment Authority, we will useyour card payment details to collect the amount; wewill attempt to take the payment on the lastworking day of the month.

Reasons we may cancel your policy:l Non receipt of documents.l Payment.l Fraud.l Misrepresentation.l Insurer Request.

Cancelling Direct Debit paymentsIf you are paying by Direct Debit, the cancellation ofyour Direct Debit does not mean that you havecancelled the policy; it simply means that you havestopped paying for it. In this case, cover will still bein force and the premiums will still be charged untilwe receive your cancellation request or until weissue you with a notice of cancellation, whichever issooner. The Direct Debit agreement is set upbetween you and the finance provider. Moreinformation about the terms of the agreement canbe found under the consumer finance direct debitagreement section of this information booklet.

RefundsIn the event of a refund being due to you, theappropriate amount will be issued back onto thecredit/debit card used to pay for the policy in thefirst instance (unless a cheque is requested by you)once we have received the refund from theunderwriters (this normally takes 6 - 8 weeks) andwe have received your valid Certificate of MotorInsurance or surrender notice.Once you have requested the refund it takesapproximately 3 to 5 days.Commercial policies issued on a minimum depositpolicy will not receive a refund if the policy iscancelled; where you have chosen to pay on ourinstalment facility, you will be required to pay thebalance remaining on your policy.

Default On PaymentIf you are paying by instalments and you are inreceipt of a default notice from us, we have thediscretionary right to cancel your policy inaccordance with the terms and conditions inthe default notice sent to you. In this circumstance,if any refund of premium is received from yourinsurer by us this will be used to reduce anyoutstanding balance when your policy is cancelled.Any residual balance of return of premium willbe paid to you. If a claim has arisen under thisinsurance and the policy is cancelled due to adefault on payment no refund will be available from the insurer and you must pay the sumcontained within the default notice in full.Please include your customer reference on allcommunications that you send to us to helpensure prompt service.


Complaints ProcedureOne Call Insurance are authorised and regulated bythe Financial Conduct Authority. We use theguidelines set out by the FCA to ensure that ourcustomers receive a fair, consistent and promptresolution wherever possible.

For further information on making complaints youcan log onto the FCA website at www.fca.org.ukIf you are not satisfied with any service that we haveprovided, then you can register a complaint usingthe following procedure, where we will do our bestto try to resolve the issue:

Step 1: We ask that you contact the appropriatedepartment during the hours of 9:00am to 5:30pm,Monday to Friday:

Sales 01302 554012Customer Services 01302 554015Cancellations 01302 554015Claims 0203 738 7300Renewals 01302 554010

All staff in these departments have been trained toprovide a high level of service and will try to resolveany matter where possible. If the advisor is unableto reach a satisfactory resolution for you, they willrefer you to the appropriate Line Manager, who willalso try to resolve your complaint. You can alsoregister your complaint to the complaints handlingmanager directly:

The Complaints Handling ManagerOne Call Insurance Services LimitedFirst PointBalby Carr BankDoncasterDN4 5JQ

We aim to resolve your complaint within 24 hours ofwhen we receive it; however, if this is not possible,then we will acknowledge your complaint withinfive working days. A written final resolution letterwill be sent to you once all investigations arecomplete within eight weeks of receipt of yourcomplaint, at which point we will then close our file.If however, you remain dissatisfied at this stage,please go to Step 2.

Step 2: You have the right to refer your complaint toan approved dispute resolution facility run by theFinancial Ombudsman Service (FOS), either onreceipt of our final resolution or 8 weeks from thedate you informed us of your dissatisfaction.

Financial Ombudsman ServiceExchange TowerHarbour Exchange SquareLondonE14 9SR

Please include a copy of the Final Response that wehave issued to you with your policy number andquote “One Call Insurance Services Limited” asreference. If you would like to make a complaint viathe FOS then this must be made within 6 months ofour final response. This will not affect your legalrights. Further information is available at:http://www.financial-ombudsman.org.uk

What Happens At RenewalWe will send out your new renewal terms via postat least 21 days before renewal for all policies. Wehold the right to refuse renewal terms where we areunable to offer a quote with our insurer panel,provided we send you notice 21 days prior to yourrenewal date, allowing you time to find analternative insurer.

The price that we offer on your renewal notice willbe based on the information you provided us withpreviously. If your circumstances or any otherinformation has changed relating to your insuranceduring the last year, you must advise us before yourpolicy is renewed. If you fail to inform us, you maynot be properly insured; this may invalidate anyclaim that you wish to make on your policy. If youare in doubt about whether something is relevant,you should ask us.

The renewal cost will also include our renewalarrangement fee (Please refer to the ‘Our Charges’section for details of any additional charges).

We will invite all motor policies on a comprehensivelevel of cover where possible with the same excessyou received on last year’s policy. Please check yourexcess on the renewal invitation. This offer can be

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withdrawn at any time. If you require an upgrade onyour cover or associated services, an additionalcharge will be incurred.In order to try and get you a competitive renewalprice, we will instruct some of our insurers to carryout a check on your credit records. This does notcost you anything, and the information that theyaccess could be obtained from a number of differentpublicly available sources, such as credit referenceagencies, who may keep a record of the search. Thisis beneficial to you because some insurers will beable to offer you a significant discount on yourpremium because the check provides another wayin which they can confirm your identity, thusprotecting both parties from fraud or moneylaundering. Regardless of the result of the check, itwill never result in your premium increasing. If youdo not want us to instruct our insurers to check yourcredit records, then you must notify us in writing atleast 30 days before your renewal date. Please markyour envelope ‘Credit Check’.

Where possible we intend to automaticallyrenew your insurance policy where we hold validpayment details. Please see below for specificdetails. However, if at any point you wish to optout of having your policy automatically renewed,please contact us at least five days before yourrenewal date on 01302 554010.

Renewing by Direct DebitIf you pay for your insurance via Direct Debit, foryour convenience we will automatically renew yourpolicy and issue confirmation via email, along withyour new insurance documents, approximately 1week before your renewal date. Your Direct Debitcollections will continue on or up to six days afteryour renewal date.

If you have opted against your policy documentsbeing emailed, a £8.99 charge will apply for posteddocuments.

Continuous Payment AuthorityRenewing by payment in full or credit/debit cardIf you paid in full by credit/debit card and where wehold valid details, for your convenience andprotection we will debit the account from which youpaid for the original policy with the full amount ofyour renewal premium up to five days before your

renewal date. Where we have taken payment foryour renewal and you contact us before the renewaldate to decline the renewal, we will arrange animmediate refund for the amount debited.

If we do not hold valid Direct Debit or credit/debitcard details, we will not automatically renew yourpolicy - you will need to contact us to renew thepolicy prior to the renewal date. You can do this bycalling our Renewals team on 01302 554 010 ormaking a payment online by visiting the ‘ExistingCustomers’ section at www.onecalldirect.co.uk.

Where we intend to automatically renew yourpolicy, we will inform you on your renewal invitationat least 21 days before your renewal date. If youchoose to buy your renewal online, please note thatthe £30.00 renewal fee is not included in the onlineprice but that this fee is still payable.

If you have opted against your policy documentsbeing emailed, a £8.99 charge will apply for posteddocuments.

How To Decline An Automatic RenewalPlease note that failure to inform us that you do notwant us to automatically renew your policy beforethe renewal date will result in a charge of £35.99 inaddition to any time on risk charge made by yourinsurers. If you wish to decline an automatic renewalplease contact our renewals team by sending awritten notice to our head office or telephoneon 01302 554 010.

Consumer Finance Direct DebitAgreementYou will be entering into a separate CreditAgreement Contract.

If you have opted to pay by Direct Debit, thepayment on your bank statement will read ‘One CallInsurance’.

These are the summary of terms, Your FinanceProvider will send you the full details.

Your Direct Debits will be made via a RunningAccount Credit Agreement made between One CallInsurance, and your finance Provider and you,


the customer. Please note that you are entering in toa finance agreement with the finance provider topay your insurance premiums. Please note that,should you default, then a fee will be applied whencollecting the arrears. This fee will be in addition toany administration charges that One Call Insurancemay apply, please see the ‘Our Charges’ sectionunder One Call Insurance’s terms of business formore information.

Any funds made available to you under this RunningAccount Credit Agreement shall be subject to termsand conditions. A welcome pack containing a precontract information document and full copy of theterms and conditions of this agreement will be sentto you by the finance provider within 14 days fromthe start of your policy. It is your responsibility toread this, along with this booklet, and understandthe full terms and conditions of the running accountcredit agreement before entering into theagreement.

Credit AssessmentIn assessing your application, the finance providermay search the public information a credit referenceagency holds about you. The credit referenceagency will add details of the search to their recordswhether or not the application for credit proceeds.This and other information may be used to makecredit decisions about you and to undertake checksfor the prevention and detection of moneylaundering.

Your paymentsThe monthly repayments on your agreementsare variable. You should consider your ability tomaintain the payments.

If you do not make the repayments that are dueunder this agreement, then your credit rating maybe adversely affected and could make obtainingcredit more difficult in the future. It may also resultin legal action being taken to recover the debt.Failure to make repayments under this agreementmay result in the cancellation of your creditagreement and the insurance policy paid for by saidagreement. You may then be liable for any debtarising from the cancellation, which may beassigned to us by the finance provider to recover.

Direct Debit GuaranteeIf there is a change to the date, amount orfrequency of your Direct Debit, your financeprovider will always give you five working days’notice in advance of your account being debited. Inthe event of an error, you are entitled to animmediate refund from your bank or buildingsociety. You have the right to cancel at any time, andthis guarantee is offered by all banks and buildingsocieties that accept instructions to pay DirectDebits. A copy of these safeguards under the DirectDebit Guarantee will be sent to you with yourwelcome letter from the finance provider.

Credit LimitThe finance provider will determine, but not notifyyou, of the credit limit available to your account.They may introduce a credit limit at any time andwill give you at least one month’s written notice ofsuch limits. Thereafter, you will receive a further onemonth’s written notice in respect of any variationresulting in a decrease to your credit limit.

Minimum PaymentsWhilst any debit balance remains on your account,you agree to make minimum monthly payments tothe finance provider. The finance provider shall writeand advise you of the date by which the firstmonthly payment is required and, thereafter, in eachsubsequent month. Payment is required on thebanking business day corresponding to the firstpayment date (or if there is no correspondingbanking business day, the first banking business dayfollowing that date) or such other date as we mayspecify. In respect of your first drawing of credit, theminimum monthly payment is the monthlypayment specified in the Standard EuropeanConsumer Credit Information (SECCI) that will besent to you by the finance provider. For anysubsequent drawings of credit, the minimumamount of monthly payments will be as specified bythe finance provider to you from time to timehaving regard to the amount of the transactions onthe account, and the term of the insurance’s beingfinanced by drawings on the account.

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The payment date can be altered after the firstpayment is received to a more convenient date inthe month; however, there is an administrationcharge of £10.00 if you request an alteration morethan once. The finance provider also charges £10.00for changing the payment date after 60 days frominception of the policy.

Interest chargesInterest shall be charged at the rate specified in theStandard European Consumer Credit Information(SECCI). The interest shall be varied up by thefinance provider upon seven days written notice,given to you at any time, so that they may takeaccount of actual or expected changes in marketconditions. The finance provider will vary theinterest rate in respect of any credit alreadyadvanced to you for the purpose of payinginsurance premiums. The rate of APR is specified inthe Standard European Consumer CreditInformation (SECCI) and assumes possible variationin the rate of interest, but never any higher than amaximum of 28.82% APR.

Default charges/refundsIf a Direct Debit payment is rejected, a charge of£25.00 will be applied by the finance provider.Where you default more than twice, the Direct Debitfacility will be withdrawn by the Finance Providerand a new plan will be arranged by One CallInsurance via post dated payments; we must havepayment details available to collect the agreedinstalments. Please refer to the ‘Our Charges’ sectionfor details of any additional charges.

If you have defaulted on your monthly payment andthe attempt to re apply at your bank has failed, OneCall Insurance or the Finance Provider will exercisethe Continuous Payment Authority and use the cardpayment details held on your file to collect thisamount. In addition to the finance provider, we alsoreserve the right to charge up to £25.00 if yourDirect Debit defaults.

CancellationIn cancelling your Direct Debit, your insurancepolicy will remain in force until One Call Insurancehas received notification of your intention to cancel.Please refer to the cancellation section of thisinformation booklet for more information. This is in

addition to any other cancellation charges appliedby One Call Insurance (Please refer to the ‘OurCharges’ section for details of any addition to anyother cancellation charges applied by One CallInsurance (see the ‘Our Charges’ sectionof this booklet for further information).

One Call Direct DebitAt renewal we may choose to arrange repaymentsusing our own payment facility. We will confirm theinterest rate within your renewal documents.

Data ProtectionThe terms and conditions below set out the way inwhich we may use the information about you andthe circumstances when we may pass informationabout you to someone else - in particular, for thepurpose of administering your account information,processing related services, the conduct of youraccount, and handling any claim which may arisewill be held on record by us.

It is One Call Insurance policy to deal only with thepolicyholder unless the policyholder has givenexpress permission otherwise at inception of thepolicy and this has been noted on the file. In orderfor us to protect your information, we have anumber of security questions that we will ask you ifyou wish to discuss your policy. This is put in placeto protect you.

It is important that the data you have supplied iskept up to date, and you should therefore notify uspromptly of any changes.

Please be aware that we exchange information withother insurers through various databases andelectronic data interchange applications. This helpsspeed up the processing of your data by the insurersand allows checks to be made on that information.It also helps to prevent fraudulent claims beingmade. All insurers supply details of insurancepolicies to a database which the police and otherinsurers access. This helps detect people who breakthe law by not taking out insurance and also helpsinsurers pursue claims following incidents.


We may respond to enquiries by the policeconcerning your policy in the normal course of theirinvestigations. Where it is necessary to administeryour policy effectively, or to protect your interests,we may disclose the data you have supplied toother third parties such as motor garages,engineers, repairers, other insurers, etc. UnderSection 29 Data Protection Act 1998 we will sharedata with third parties for the prevention ordetection of crime.

We may, before or after entering into thisagreement, search the files of any credit referenceagency or agencies who will keep a record of ourenquiries. We may also disclose details about youand your conduct of this agreement to that agency(or agencies). Such details are then used only tohelp make credit decisions on you or members ofyour household, or occasionally for fraud preventionor to trace debtors. Where credit scoringcalculations are used by us/the insurer, acceptanceor rejection of your application will depend only onthe results of the credit scoring process.

The data that we hold on our computers about youis copied to a security tape and stored in a safe placeeach working day and our telephone calls may bemonitored or recorded for training and auditingpurposes. Under the Data Protection Act 1998, youhave a legal right of access to your own personaldata held on our systems. You may request a copy ofthe information that we hold for you, includingpaper and electronic files, on payment of £10.00 anda written request.

Information about you and this agreement may beused by us or passed to other organisations for themarketing of credit and other products and serviceswhich we think may be of interest to you. These maybe offered by letter, telephone, or other electronicmedia.

The data supplied will not be passed to any otherparties other than those, which we have mentionedhereon. If you do not want to receive information onother products and services, please indicate this byticking this box q and return this page to us,adding your full name and address below.

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Data requests or requests to not receive informationabout other products and services need to be sentto:

The AdministratorOne Call Insurance Services LimitedFirst Point, Balby Carr BankDoncasterSouth YorkshireDN4 5JQ

In the event of breakdown callour emergency helpline on:

0203 108 0444

Please provide the operator withthe following information:

l Your name.l Registration number of vehicle.l Exact location of vehicle.l Nature of breakdown.

Services provided byCommercial Legal Limited & One Call Recovery Limited.

Breakdown Membership, Legal Service & Excess Reducer

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One Call Breakdown MembershipIf you have any questions or would like more information, please contact One Call Recovery on0203 108 0444.

Your motor insurance policy will be invited with all breakdown services on the basic level of cover; whereadditional service is required this is available at an additional cost to you.

Breakdown Membership does not come into force until after the first 14 days of policy inception or policyamendment.

We will then arrange for one of our recovery operators to attend the location given as quickly as possible.During the period of service you are entitled to contact us up to a maximum of two times for breakdownassistance (unless you have purchased Gold or Platinum cover); the service will then become cancelled afterthe second callout with no refund of premium. Our helpline is available 24 hours a day, 365 days a year.

Please note: our recovery operators are unable to work on unattended vehicles.

Level Of Service: Please refer to your motor policy documents or your Breakdown Membership Schedule ifyou have purchased membership separately from motor insurance.

Your Service: The vehicle is limited for call out charges and up to 1 hour’s labour charges at the scene ofyour breakdown where your vehicle is rendered immobilised due to electrical or mechanical faults withinthe Territorial Limits stated in this service wording.


Club TypesBasic - Free With Our Car InsuranceHome Start with Roadside and Recovery, £20compulsory excess, limited to 2 claims per insuranceperiod. This covers you within a ten mile radius ofthe breakdown address; there is a £3 per milecharge thereafter.

GoldHome Start with Roadside and Recovery, no excesscharge, unlimited claims.

PlatinumHome start and roadside recovery and europeanservice, no excess charge, unlimited claims per year.This service is provided by the RAC.

Family Breakdown Home Start and Road side recovery, no excesscharge, unlimited claims, up to four cars form thesame household to be covered.

Multi-Car Breakdown MembershipThis can be applied to the Basic, Gold or PlatinumMembership. Where Basic Membership applies, thenumber of claims allowed in any insurance periodwill remain at 2 in total.

Where you have instructed us to assist you in theevent of a breakdown and you decide to cancel therecovery, we have the right to charge you £55.00 inorder to cover the recovery agent's costs.

Where a caravan is attached to the vehicle andrequires recovery, an £80 fee is applicable (Gold &Platinum only).

Change Of VehicleYou are only covered for the vehicle registered atinception of membership unless you havepreviously notified us of a change of vehicle 14 daysprior to a breakdown. Recovery for temporarychange of vehicles is excluded from this service. It isyour responsibility to inform us of any permanentvehicle change.

Change Of AddressAssistance at your home is only covered at theaddress registered at inception. If you changeaddress, please notify us immediately. If we are notnotified of a change of address and you experiencea breakdown at either your current address or theaddress that we have on file or within one mile ofeither address, you will not be covered forassistance. It is your responsibility to inform us ofany permanent address change.

Period Of ServiceService runs in conjunction with your motorinsurance policy or as stated on your BreakdownMembership Schedule if you have purchasedmembership separately from motor insurance.

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Summary Of Servicel Roadside assistance.l Assistance at your home.l Onward destination service (see United

Kingdom Service).l For any insured driver that is using your vehicle,

provided they have received permission from you first.

l Cars, vans, and motorcycles up to 3.5 tonnes (excluding any vehicles with living accommodation).

l Recovery of caravan or trailer (up to 25 feet in length) attached to your vehicle at the time of breakdown(Gold/Platinum Membership only).

l Up to 1 hour’s roadside assistance only.l Up to a maximum of 2 call outs per insurance

period (Basic Membership only).l Wheel changes providing the vehicle has a

serviceable spare tyre and wheel and are ableto provide a manufacturers key to remove any locking wheel nuts (Gold/Platinum Membershiponly).

What Is Not Covered(We may be able to provide recovery to a garage inthe event of any of the following occurrences, but allcosts will be payable by you).l Any claim arising in the first 14 days from when

you have purchased an upgrade to this service or you have purchased Breakdown as a stand alone product.

l Labour charges in excess of one hour.l In the event that you have a pet within your

vehicle, we would not be able to assist.l Cost of replacement parts or materials used in

the repair.l Toll charges, ferry charges, parking charges,

traffic congestion charges.l Storage charges incurred during or after the use

of our services.l More than 2 call outs during the period of

service (unless Gold or Platinum service).l Loss of keys, broken glass.l Vehicles immersed in mud, snow, sand, or water

or any fault arising from these.l Keys locked within the vehicle, damaged keys,

damaged/faulty/non-working key fobs.l Wheel changes to your caravan or trailer (only

the vehicle is covered).l Any campervan or any vehicle modified to

provide living accommodation.

l Putting incorrect fuel in your vehicle (whereyou have put diesel into a petrol vehicle or petrol into a diesel vehicle).

l Any recovery or repair work to your vehicle where it has been rendered immobile dueto malicious damage such as slashed tyres.

l For the avoidance of doubt we do cover electric/hybrid cars excluding when theyhave run out of charge.

DefinitionsWe, Us, Our: One Call Recovery Limited.You, Your: The person who has taken out theservice, being a permanent UK resident.Vehicle: The vehicle declared to us.Territorial limit: Sub Section A (United Kingdom,including Northern Ireland, the Isle of Man and theChannel Islands).

Breakdown: an electrical or mechanical failurewhich renders the vehicle immobilised.


Terms And Conditions And Eligibility Of Service1 You or the driver must abide by the terms and

conditions of this service.2 The vehicle must be maintained at all times in a

roadworthy condition and be regularly serviced.3 One Call Recovery will only assist the vehicle

registered, so if you were to breakdown whilst driving someone else’s vehicle then you would not be covered.

4 Cars, vans, and motorcycles are only eligible up to a maximum 3.5 tonnes gross weight, 5.5 metres (18ft) in length, 2.3 metres (7.6ft) wide (excluding campervans).

5 If a caravan or trailer is attached to the vehicle,the caravan or trailer must be no more than 7.6 meters (25 feet) in length at the time of the breakdown, subject to an £80 fee for recovery. This is in addition to any call out fee and age of vehicle excess that may be applicable.

6 We reserve the right to cancel this service at anytime by giving you 14 days notice in writing to your last known address, and a pro rata refund will be payable to you if no claims have been made (and less an administration fee).

7 You can cancel this service within 14 days of inception provided that no claims have been made, and a refund will be made. No refund of premium will be made after this period.

8 Where given as a free benefit of your motor insurance policy, or purchased as an upgrade, Breakdown Membership will be cancelled if your motor policy is cancelled.

United Kingdom ServiceIf the vehicle registered is immobilised in the UK,then you are limited to the following:A Call out and up to 1 hour’s roadside assistance

by one of our approved recovery operators to attend the scene of the breakdown, and where possible carry out emergency repairs.

B If repairs cannot be successfully carried out at the scene of the breakdown then we will pay the cost of recovery of the vehicle, driver, and up to 4 passengers to the nearest suitable garage able to affect a repair, or recovery to your onward destination, or home address (whichever is nearer and within a maximum radius of 10 miles from the location of the breakdown). Any distance over 10 miles will be charged at £3.00 per mile; this must be paid in

advance to the resuce - this will only apply to those on the basic breakdown membership.

C If repairs cannot be carried out within an agreedreasonable period, then you will be offered one of the following options:(i) The cost of alternative road or rail travel for

the driver and up to 4 passengers limited to£100 per person from the scene of the breakdown to one destination within the Territorial Limits stated in this service, plus areturn journey for one person to collect the vehicle upon completion of repairs.

(ii) The cost of one night’s accommodation (excluding food and drink) in the vicinity of the breakdown for the driver and up to 4 passengers up to a maximum of £40.00 per person, subject to a maximum overall of £200.00 per claim (Gold/Platinum Service only).

(iii) The recovery of the vehicle, the driver and up to 4 passengers to any one destination within the Territorial Limits under Sub Section A.

(iv) The cost of suitable car hire for up to 48 hours, up to a maximum of £100.00 per claim. The maximum payable for any claim from any one breakdown is £500 or the current market value of the vehicle, whichever is lower.

Sub-section B: European Service OnlyEmergency Roadside Repairs - We will pay the call-out charge and up to one hour’s labour costs for oneof our approved repairers to attend the scene of thebreakdown and, where possible carry, outemergency repairs.

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Getting You To Your DestinationIf your vehicle cannot be repaired on the same dayas the breakdown, we will pay:a) The cost of transporting your vehicle, driver

plus up to 4 passengers to a destination within the Territorial Limits up to the value of the vehicle; or

b) Hotel accommodation costs for you or the driver plus up to 4 passengers, up to £50 per person per night, up to a maximum of £500 per claim; or

c) The cost of hiring a replacement vehicle, up to the cost of £50 per day, for a maximum of sevendays.

Any replacement vehicle provided on the Europeanmainland must remain within the Territorial Limits.

The maximum payable for any claim from any onebreakdown is £500.

Important Notes1 Renewal policies will be invited, including our

Basic Membership.2 We will always decide on the best possible way

of offering assistance, after taking into account individual circumstances.

3 If the breakdown excess was not paid in advance of assistance as per our Terms and Conditions and solely under the discretion of One Call Recovery Limited, then payment will need to be made within seven days of the assistance. If no payment has been made withinseven days of assistance we will then take the payment using the card payment details we hold on file, we will notify you before taking the payment. If we are unable to collect this payment and your car insurance is on Direct debit, the excess will be spread over the remaining payments.

4 A garage or mechanic undertaking repair work on your instruction will be acting as your agent for such repair work.

5 If requested, you must provide evidence of the servicing of your vehicle or receipts for replacement parts.

6 In the event of a vehicle breakdown, we will offer recovery of any caravan or trailer (within the specified restrictions). The caravan/trailer is not covered for breakdown within the terms and conditions of this service.

7 This document is subject to English law unless otherwise agreed in writing by the provider.

General ExclusionsWe will not cover the following:1 Vehicles that have not been regularly serviced

or breakdown as a result of: inadequate repair/unsuccessful DIY; any recurring claim where no remedial action has been taken to correct the fault.

2 Vehicles being used for, or that have been modified for, motor racing, rallies, speed or endurance tests. Hire or reward (including courtesy vehicles) or over 3.5 tonnes grossladen weight or mechanically modified vehicles requiring specialist repairers.

3 Any liability or consequential loss arising from any act performed in the execution of the breakdown services provided.

4 Vehicles not in a roadworthy condition immediately prior to any breakdown.

5 Claims arising from loss or damage to contents of or within your vehicle.

6 Any claims for private hire vehicles.7 Any claim recoverable from any other insurance

policy.8 Any fines or penalties imposed by courts.9 Any charges incurred prior to notification of

breakdown and our approved repairer attending or reclamation of costs for breakdowns attended and/or organised by the police, alternative breakdown providers or any group other than One Call Recovery.

10 The cost of any parts, components, lubricants ormaterials, food, drinks, telephone calls, petrol oroil, or other incidental expenses.

Continued.

11 Any claim where One Call Recovery has not been notified previously of any change of vehicle.

12 Any charges incurred resulting from your breakdown in a location at which rescuing the vehicle would be unlawful.

13 Any cost of any specialist recovery equipment needed (as defined by a recovery operator).

14 Breakdowns where your vehicle is not accessibleor cannot be transported safely, legally and without hindrance using a standard transporter or trailer.

15 Any costs recoverable elsewhere.16 Breakdowns caused by your vehicle running out

of fuel or where your vehicle is out of charge (hybrid/Electric Vehicle)or where does not have a serviceable tyre and or/spare wheel.

17 Claims directly or indirectly caused by or contributed to or arising from ionising radiations or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the burning of nuclear fuel; or the radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or nuclear part of it; war, invasion, terrorism, foreign enemy hostilities (whether war is declared or not), civil war, rebellion, revolution, military force or coup; or pressure waves caused by aircraft or any other airborne devices travelling at sonic or supersonic speeds.

18 Claims made where the service excess has not been paid from a previous claim, where payment is not made within 14 days, we will cancel all service and recover the monies by using a debt recovery agent.

19 Replacement car hire is subject to availability and our supplier’s terms and conditions, which include but is not limited to:(i) Age limits - the driver must be at least

21 years old.(ii) The need to have a current driving licence

and if held, a photocard driving licence withyou.

(iii) Limits on acceptable endorsements.(iv) Hire cars are not usually available with

a tow bar.


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Excess ReducerThis service is administered by Commercial LegalLimited and has been created to help customersreduce high excess charges in the event of a claim.By purchasing the Excess Reducer in addition toyour insurance policy, you will reduce your excessby an agreed amount.

This is a service provided by Commercial LegalLimited and not a Legal Expenses Policy. Please taketime to read the details, which explain the contractbetween you and the provider. If you have anyquestions or would like more information, pleasecontact Commercial Legal on 0203 738 7300.

In the event of a claim under this service you mustcall our helpline on 0203 738 7300.

The excess will only be payable if we arrange foryour vehicle to be repaired at one of our approvedgarages, one of our recommended garages or yourinsurance companies approved garage.

Uninsured driver protection (applies for ExcessReducer purchased from the 8/4/2016)In the unfortunate event that you are hit by anuninsured driver and the accident is a non-faultaccident and your insurance provider does notcover your excess we will pay your full excess.

Level Of Service: Please refer to your Schedule.

Period Of ServiceThe service runs in line with your main motorinsurance policy dates. We have the right ofsubrogation to recover the excess in the eventof a non fault incident.

The VehicleThe vehicle named on your motor insurance policythrough One Call Insurance at the time of theincident only.

DefinitionsWe, Us, Our: Commercial Legal Limited.You, Your: The person who has taken out theservice, being a permanent UK resident.Reasonable time: 24 hours from receipt of invoice.

Terms And Conditions1 You must abide by the terms and conditions of

this service set out.2 All payments on your main policy must be up to

date at the date of the claim and you must continue to make payments in line with the original agreement.

3 We reserve the right to cancel this service alongside the main insurance policy by issuing a cancellation notice to your last known address, giving 7 days notice. Charges on your main motor insurance policy are separate.

4 You can cancel this service within 14 days of inception, provided that no claims have been made, and a refund will be made. No refund of premium will be made after this period.

5 Where a valid claim is made, we will always make the agreed excess payment towards any outstanding balance with One Call Insurance forthe same insurance policy before the remainingpayment, if any, is made to you.

6 In order for assistance to be provided, your insurance policy must be in order and not due for cancellation.

7 In order to pay your excess to the garage we willneed an invoice to ‘Commercial Legal Limited’.

8 Uninsured driver protection - If you are hit by an uninsured driver we will pay the full excess ofyour policy as long as the accident is a non-faultaccident and you have the make, model and vehicle registration of the uninsured third party.

Exclusionsl Any claim arising in the first 14 days from when

you have purchased an upgrade to this service or you have purchased Excess Reducer as a stand alone product.

l Payments over the agreed amount will not be paid.l This can not be used to pay any excess other

than those set out in your motor insurance policy with One Call Insurance.

l This cannot be used against lost, damaged or stolen keys.

l This can not be used against windscreen claims.l Uninsured driver protections is excluded if this

service is provided by your insurer

0203 738 7300

In the event of a claim under this serviceYou MUST call our Claims team on the

following number to report the incident


One Call Legal ServiceThis is a service provided by Commercial LegalLimited and not a Legal Expenses Policy. Please taketime to read the details, which explain the contractbetween you and the provider. If you have anyquestions or would like more information, pleasecontact Commercial Legal on 0203 738 7300.

In the event of a claim under this service you mustcall our helpline on 0203 738 7300.

Please provide our operator with the followinginformation:l Your name.l The first line of your address.l The incident date.l Your claim reference number.l Registration number of your vehicle.

We will arrange for a vehicle to be delivered withinthree working days from you reporting the incidentwith us; vehicles can only be delivered Monday toFriday 9.00am to 5.30pm. During your period ofcover, you are entitled to a maximum of threeclaims. Your cover will be cancelled on the thirdclaim with no refund of premium. Our helpline isavailable 24 hours a day 365 days a year, butarrangements to supply a vehicle can only be madewithin our working hours.

Your Servicel Policy Excess Recovery.l Personal Injury Compensation.l Recovery of out of pocket expense i.e. Loss

of earnings.l Any consequential loss.

Service TypesOne Call Legal Advice ServiceOur Personal Injury Assistance Service will help youto ensure that if you are injured as a result of anaccident at home, in a public place or at work,where the negligence of a third party was the soleor contributing factor for your injury or loss, you willhave access to our specialist solicitors who are readyand waiting to advise you about your legal rights. After speaking to our UK based 24 hour helpline on0203 738 7300 we can determine whether or notyou have a personal injury case or other legaldispute that our specialist solicitors can provide

advice on. If we refer you to our panel of solicitorsthey will discuss the case with you and provide youwith the relevant initial advice on making a claim ofthe dispute in hand. If they deem your prospects ofsuccess to be reasonable (more likely to besuccessful in a court of law than not) and the claimis not excluded then the solicitor may offer to act onyour behalf in pursuing your claim against the thirdparty. The solicitor will at this time advise you abouttheir appointment terms and conditions.* Terms and conditions apply

Basic Legal Service - FREEIn the event of a non fault claim incident a hirevehicle will be provided for the duration of the claimor settlement received, whichever is sooner,provided your vehicle is not driveable.

Guaranteed Hire Car - In Addition To The BasicLegal ServiceIn the event of a fault claim a 14 day hire car (withconditions) for events mirrored by your insurancecover level where your vehicle is out of action whendirectly affected by an insurance claim and a vehicleis not available from your insurer.

Enhanced Hire Car/VanMirrors the guaranteed hire car cover (above) butwe will provide a larger size vehicle similar to yourown when available. (Up to a large 5 door hatchbackwith 5 seats or LWB/Hi-Roof van)

Guaranteed Hire Car PlusIn the event of an insurance claim and your vehicleis out of action and your insurer does not provideyou with a vehicle. We will provide you with a hirecar. We will reclaim the hire car; when you havereceived settlement of your claim, you are providedwith a replacement vehicle from your insurer or thecost of the hire car reaches the value of your vehicle(whichever is sooner).

Compulsory ExcessAll our vehicles carry a minimum £600.00 excess forany claim made during your hire period. Unless theGuaranteed Hire Car Plus has been purchased.

Period Of Service The service runs in line with your main motorinsurance policy. We reserve the right to cancel thisservice at any time.

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HirerPolicy holder must:l Be at least 21 years of age to receive our

insurance cover; if not you will be required to provide your own insurance cover at an additional cost to yourself.

l Hold a credit/debit card.l Hold a full UK/EU driving licence and supply a

copy to us when requested.l Complete a hire agreement.l Inform us on the day of receiving your claim

settlement in order for us to arrange collection of the vehicle.

If we are not advised immediately, we reserve theright to charge you from this date for additionaldays hire.

The Vehiclel A ‘Class A’ car - an upgrade may be available at

an additional cost.l A deposit of £60.00 is payable at the time of

arranging the hire and will be refunded provided the vehicle is returned in a reasonable condition and provided no tickets are issued against the vehicle whilst in your care.

l Will be delivered to the policyholder.l Is insured only for the policyholder unless

additional cover is purchased at an additional cost to yourself.

l Hire charges can not exceed the value ofyour vehicle.

l Will be delivered, provided there are no unavoidable incidents (such as national strikes or demonstrations) that may affect the running of the business.

l May be manual transmission; we can not guarantee an automatic transmission vehicle.

l Is to be used only within our territorial limits.l Additional terms for vehicle - see hire

agreement.

DefinitionsWe, Us, Our: Commercial Legal Limited.You, Your: The person who has taken out theservice, being a permanent UK resident.Reasonable Period: as defined by us.Territorial Limit: The United Kingdom includingNorthern Ireland, the Isle of Man and the ChannelIslands.Terms And Conditions And Eligibility Of Service1 You must abide by the terms and conditions of

this service set out above.2 All payments on your main policy must be up to

date at the date of the claim and you must continue to make payments in line with the original agreement. Where payments are declined, we reserve the right to recall/refuse the vehicle.

3 You must comply with the terms of the claim procedures set by your insurer and all documents related to the claim must be produced to your insurer within a reasonable period.

4 We reserve the right to cancel this service along side your main motor insurance policy by issuing a cancellation notice to your last known address, giving you 7 days notice. Charges on your main motor insurance policy are separate.

5 You can cancel this service within 14 days of inception, provided that no claims have been made, and a refund will be made. No refund of premium will be made after this period.

6 Where a fraudulent claim has been made, following investigation we will seek to recover hire costs (additional costs may be applied).

7 In order for assistance to be provided, your insurance policy must be in order and not due for cancellation.

8 A hire car will only be provided if you are using the Insurance Company Approved Repairer.

9 No pets are allowed in the hire vehicles.

*This is a service and we will only provide this servicewhen our panel of companies are usedExclusionsNo vehicle is available for claims resulted from theft,attempted theft, or fire claims.

DisclaimerOne Call Insurance may add to, change, discontinue,remove or suspend any term or condition of service,temporarily or permanently, as reflected from ourconsumer feedback, at any time, without notice andwithout liability.

All prices and details published in this InformationBooklet are correct at time of going to print and aresubject to change without notice.

Our terms and conditions are available onwww.onecalldirect.co.uk

New terms apply as soon as they are posted.

DeclarationBy accepting this agreement you confirm thefollowing declaration:

I agree to have an account set up for me on theterms and conditions as set out by the financeprovider and One Call Insurance ServicesLimited. I confirm my details and the informationon the proposed use of funds are correct.

I authorise you to make such enquiries as you thinknecessary in connection with this application and Iunderstand that unless I have indicated otherwise,I may receive from you details of other productsand services which may be of interest to me.

If you do not agree with any of our terms, pleasecontact us within 14 days from inception.

If you have not contacted us by then, it is assumedthat you accept the terms herein.

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You can make a payment or make changes to your policy quickly and easily online24 hours a day, 7 days a week. Visit the ‘Existing Customers’ section at www.onecalldirect.co.uk

New QuotesFor all new insurance quotations, call our sales team

01302 554 012Renewals

To renew your insurance policy, call our renewals team

01302 554 010Existing Customers

For all existing customers wishing to make changes to a policy, call customer services

01302 554 015or visit our website

ClaimsIf you have been involved in an accident.

If you have a windscreen chip or crack.

0203 738 7300If you do not call us after an accident there may beproblems with your insurance policy in the future.

Windscreen cover is only available to comprehensive policy holders.

BreakdownIf you have taken out breakdown cover and require assistance or recovery.

0203 108 0444

One Call does it all!

www.onecalldirect.co.uk

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