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01780 769 223
Lines open Mon – Fri 8am – 8pm Saturdays and Bank Holidays 9am – 2pm

What would you like to know more about?

  • Who do I contact if I can’t find an answer to my question?    

    Please contact us on 01780 769223 our team are available to answer any questions you may have (Calls charged at standard national rate). Lines are open from 8.00am to 8.00pm weekdays and 9.00am to 2.00pm on Saturdays and Bank Holidays (excluding Christmas day).

The Device

  • Why do I need to have a device fitted?    

    Your telematics policy is based on a device being fitted in your car. We are able to give you a great premium because you have agreed to share your driving with us. The information recorded by the device includes all journeys made by your car and how your car has been driven. This information will be used by your insurer in the event of a claim being made, and at renewal when your renewal premium is calculated. The device can also act as a tracker should your car be stolen.

  • Where is the device fitted in my car?    

    The device is fitted to your car in the most suitable and inconspicuous space (usually behind the dashboard) by a Coverbox authorised and fully qualified engineer.

  • How long will it take to fit my box?    

    The average time to fit a device is one hour.

  • Who arranges the installation appointment?    

    You will be contacted by our installations team to arrange the installation of your device.

  • Where can my installation appointment take place?    

    Your installation can take place at home or at work.

  • What will I need to show the installer?    

    In order for your installation to take place, you will need to allow the engineer to take a photograph of your Driving Licence (both parts, card and paper counterpart, where applicable) and proof of your No Claims Discount, if you have claimed any. This must have been earned on a private car, in the UK, within the last 2 years. The installer will also take 4 photographs of your car; both sides rear and front. The photographs will all be stored securely by us, used to verify your policy details, and in the event of any incident.
    Should the installation fail to take place you will be asked to make another appointment. If you cannot attend an appointment you must give us at least 24hours notice. Failure to attend an appointment will result in a charge. Please see our Fees & Charges.
    It is a condition of the policy that your device is installed within 28 days of the start date of your policy. Failure to have the device installed can result in the policy being cancelled.

  • What if I don't have my proof of No Claims Discount or Driving Licence available?    

    You will be contacted by our installations team to arrange the installation of your device. In order for this to take place you will need to allow the engineer to take a photograph of both parts of your Driving Licence and proof of your No Claims Discount, if you have claimed any. The photographs will be stored securely by us, used to verify your policy details, and in the event of any incident.
    Should the installation fail to take place you will be asked to make another appointment. If you cannot make an appointment you must give us at least 24 hours notice. Failure to attend an appointment will result in a charge. Please see our Fees & Charges.
    It is a condition of this policy that the device is installed in your car within 28 days of your policy start date. Failure to have the device installed can result in the policy being cancelled.

  • If I drive my car before the device is installed, am I still covered?    

    Yes, your cover commences immediately or from the date specified by you. You will be fully covered from this time. It is a condition of the policy however that you have a device installed within 28 days of the start date of your policy. Failure to have the device installed can result in the policy being cancelled.

  • Will the device damage my car?    

    No, however the telematics device does use a small amount of the battery power supply and so there may be a minimal drain on your battery, even when the car is not being used. To enable the operation of the telematics device, it is your responsibility to maintain your car battery and keep it in good working order.

  • Will I have to pay to have the device removed if I decide I do not wish to renew my policy?    

    If you do not wish to renew your policy, but do want the device removed, there is a charge for this service. Please see our Fees & Charges.

  • Do I own the device once it has been installed in my car?    

    No, the telematics device is supplied, installed and maintained in your car free of charge. The telematics device is the property of Coverbox Insure Limited and may be removed by Coverbox Insure Limited at their discretion at any time during the life of the policy or at any time thereafter.

  • What do I do if I think my device is not working?    

    Please contact us on 01780 769223. Our team are available to answer any questions you may have (Calls charged at standard national rate). Lines are open from 8.00am to 8.00pm weekdays and 9.00am to 2.00pm on Saturdays and Bank Holidays (excluding Christmas day).

  • How will my data be used?    

    Telematic Insurance uses data from a small box we call a device, fitted into your car. The device records where, when, how, and how far your car is being driven, for every journey made. This information is then used by us and your insurer to provide you with ‘Your Driving’ information on your dashboard, to help calculate future insurance costs, to track your vehicle and assist recovery if stolen, and is used by the insurer in the event of a claim.

  • What do I need to do if I change my car?    

    Please contact us on 01780 769223. Our team can process this change for you. (Calls charged at standard national rate). Lines are open from 8.00am to 8.00pm weekdays and 9.00am to 2.00pm on Saturdays and Bank Holidays (excluding Christmas day).

  • What do I need to do if I sell my car?    

    If you decide to sell your car you can arrange for the device to be removed and transferred to your new car by contacting us before the sale. If you do not have the device removed, you must inform the new owner that a device is installed.

  • What happens to the device if I sell my car with it in it?    

    If you do not have the device transferred to a new vehicle, the device will be turned off when you advise us that you have changed your vehicle.

  • What happens to the device if I cancel my policy?    

    You can ask for the device to be removed when you cancel the policy, we will then make an appointment with you to remove it. If you request to have the device removed after the policy has been cancelled, there will be a charge for this service. Please see our Fees & Charges. Once the policy has been cancelled the device will be turned off.

Telematics Insurance

  • How does telematics work?    

    Telematic Insurance uses data from a small box we call a device, fitted into your car. The device records where, when, how, and how far your car is being driven, for every journey made. This information is then used by us and your insurer to provide you with ‘Your Driving’ information on your dashboard, help calculate future insurance costs, to track your car and assist recovery if stolen, and is used by the insurer in the event of a claim.

  • What are the benefits of telematics?    

    Telematic Car Insurance records the journeys made by your car and gives you the ability to adjust your driving by reviewing your dashboard reports. This allows you to keep your insurance costs down at renewal. The information can be used by your insurer in the event of a claim being made and should your car be stolen, the device acts as a tracker to assist the police with recovery.

  • Can I get immediate cover?    

    Your cover commences immediately or from the date specified by you. You will be fully covered from this time. It is a condition of the policy however, that your device is installed within 28 days of the start date of your policy.

  • Can I have a Coverbox policy and NOT have a device installed to my car?    

    It is a condition of this telematics policy that a device is installed in your car within 28 days of the start of the policy. This Coverbox policy is not available without a device.

  • What is the minimum amount of miles I can purchase?    

    There are no mileage restrictions on this policy. Purchase the number of miles you expect to drive during the year.

  • If I don’t drive for a couple of months will I not be charged anything?    

    Your level of cover depends on the level selected at purchase. Even if you are not driving, your car is insured for Fire & Theft. Comprehensive cover also includes Accidental damage, so the premium will not be adjusted.

  • Can you change my premium based on the data you collect from my car?    

    Your Coverbox premium is based on the information provided by you when you took out your policy. If information collected by the device shows that any of the details are incorrect then your premium may be amended. Any changes you make to your details could also affect your premium e.g. change of address or change of vehicle.

  • What do I need to do if my personal details change?    

    Please contact us on 01780 769223, our team can process changes for you. (Calls charged at standard national rate). Lines are open from 8.00am to 8.00pm weekdays and 9.00am to 2.00pm on Saturdays and Bank Holidays (excluding Christmas day).

  • Will other drivers be covered to drive my car?    

    Yes if they are named on your Certificate of Motor Insurance, otherwise they would need to be appropriately insured elsewhere. If you wish to add another driver to your policy, after you have purchased it, please contact Customer Services on 01780 769223. Our team are available to answer any questions you may have (Calls charged at standard national rate). Lines are open from 8.00am to 8.00pm weekdays and 9.00am to 2.00pm on Saturdays and Bank Holidays (excluding Christmas day).

  • If a named driver has an accident in my car, will this affect my statistics and premium?    

    Yes. Information is collected by the device for every journey made by the car and any incident will be reflected.

  • Am I insured to drive other cars?    

    Providing you have the owner’s permission and your Certificate of Motor Insurance includes driving other cars. However, liability for loss of or damage to a car being driven by you will not be covered. Please check your document carefully as this cover may not be included.

  • Am I insured to drive abroad?    

    Yes you are, please refer to your policy wording for the terms and conditions.

  • Are there any curfews or fines or hidden charges?    

    There are no fines, curfews, or hidden charges. When, where, how, and how far you drive is up to you. We may however, for your safety and that of other road users, make you aware of any extreme events. The data from the device will be recorded and displayed on the ‘Your Driving’ page on your dashboard. This allows you to see how you’re driving may affect your premium at renewal.
    All our charges are clearly displayed. Please see our Fees & Charges.

  • Can my policy be cancelled if I exceed the speed limit?    

    Should an extreme event be recorded, we reserve the right to cancel your policy. Please see your Telematics Terms & Conditions for details.

  • What is my driving score based on?    

    Your driving score is based on how far you drive, the time of the day, the type of roads you use and how your car is driven. By being aware of these factors and keeping out of the red zone you are able to influence your renewal premium. Consider using a different route, or travelling at a different time. Regular harsh braking and excessive speed also impact on the score, by altering your driving style you could minimise your accident risk and reduce your insurance costs.
    You can see your score on the ’Your Driving’ page on your dashboard.

Documents and Correspondence

  • Where are my policy documents?    

    Your policy documentation for your Coverbox policy is available on the Your Documents page of your personal online dashboard. Unless you have selected Paper Documentation as an optional extra you will not receive paper documentation.

  • Where can I find the documents for my optional extras?    

    Policy booklets and Key Fact summaries of any optional extra products selected are available on the Your Documents section of your online dashboard.

  • What if I don't have my proof of No Claims Discount/Driving Licence available?    

    If you do not have your relevant documents available the installation will not be able to take place. Please contact us to arrange an alternative appointment.
    If you cannot make an appointment you must give us at least 24 hours notice. Failure to attend an appointment will result in a charge. Please see our Fees & Charges.
    It is a condition of the policy that your device must be installed within 28 days of the start date of your policy.

  • I received an e-mail saying I have mail on my dashboard - what must I do?    

    Log in to access your personal online dashboard. You will then be able to see all your policy documents and correspondence by opening the appropriate folder.

What should I do if my car is stolen?

  • My car has been stolen – what should I do?    

    • Call the Police and report the theft. Obtain a Crime Reference Number
    • Call the 24hr Stolen Vehicle Helpline on 0844 583 9529
    • Give them your Car Registration number and the Police Crime Reference Number so they can start tracking your car
    • Call your 24hr Claims Helpline number – shown on your Dashboard, to report your car as stolen

    Can’t find the Claims number? Call our number 01780 769223 (Calls charged at standard national rate). Lines are open from 8.00am to 8.00pm weekdays and 9.00am to 2.00pm on Saturdays and Bank Holidays (excluding Christmas day).

What should I do if I have an accident?

  • What to do in the event of an accident?    

    • Please note the registration number of the other vehicle(s) involved.

    • Ask the names, addresses and telephone numbers of the other people involved and any witnesses. Also ask for insurer information from all involved.

    • Make a note of the road name and the address of any property that has been damaged. Take a photo of the scene or make a sketch.

    • Do not admit fault or liability or pay/offer to pay any money or settle any claim without our permission. Simply explain that your insurance policy prohibits you from doing so without their permission.

    • If the accident results in damage to another vehicle, an animal or property, to comply with the law you must stop and give your name, address, registration and owners details (if different) along with your Certificate of Motor Insurance, to anyone requiring the information.

    • If anyone other than yourself is injured you must show your Certificate of Motor Insurance to the police or any other person reasonably asking. If you cannot do this at the time then you must do this within 24 hours.

    • You must then contact your 24 hr Claims Helpline, the number is shown on your Dashboard.

  • My car has been damaged and cannot be driven - what do I do?    

    Your cover includes the reasonable cost of the recovery of your car after an accident or attempted theft and will form part of your insurance claim, subject to the deduction of any excess applicable.
    Please contact your 24 hr Claims Helpline, the number is shown on your Dashboard.

  • How do I inform my insurer of the accident?    

    Please contact your 24 hr Claims Helpline, the number is shown on your Dashboard.

  • As a result of the accident my car has been damaged - can I go ahead and get it repaired?    

    Please contact your 24 hr Claims Helpline, the number is shown on your Dashboard.

  • I have received some correspondence relating to the accident - do I answer it myself?    

    It is a requirement of your Policy to notify your insurer of all correspondence that you receive, do not acknowledge or answer any correspondence, simply forward to your insurer.

  • The other party involved in the claim seemed a reasonable person - can I negotiate my claim with them?    

    No, you should not enter into any negotiation yourself with third parties where a claim is being made.
    Please contact your 24 hr Claims Helpline, the number is shown on your Dashboard.

  • Am I entitled to a courtesy car?    

    If your car is being repaired following an accident, by one of our national approved repairers, they will provide you with use of a Class A motor car whilst your car is being repaired for an insured peril. (Subject to availability).

  • My car has now been repaired and the garage has asked me to pay them the Policy Excess – should I pay them?    

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

  • Will the accident affect my No Claim Discount?    

    If you do make a claim under your policy, your no claim discount may be affected as shown in the policy wording. It will not be reduced if the only payment made is for a broken windscreen or windows.

  • My windscreen has been damaged/smashed - how can I arrange for a replacement?    

    Please call the 24 hr Windscreen Helpline number shown on your Dashboard.

Newly qualified drivers

  • What happens at the end of the test?    

    At the end of a successful test the examiner will give you a Pass Certificate. This is important as it proves you are legally qualified to drive unaccompanied. You do not have to carry the certificate with you.

  • What happens to my driving licence?    

    The examiner will keep your provisional licence and all corresponding documents so that the test centre can send them to DVLA. Your full driving licence will then be sent automatically - you do not have to do anything.

    If any personal details have changed since you obtained your provisional licence, such as your address perhaps, you can amend these on the paper counterpart before you give it to the examiner.

  • How long before I receive my new licence?    

    Your new photocard licence and any relevant documents will arrive in the post within three weeks. From 8 June 2015, paper counterparts will be phased out, so you won't receive one after this date.

  • Can I drive straight away after my test?    

    You are able to drive unaccompanied as soon as you have passed your test; however, you MUST be insured and the vehicle MUST be taxed. If you are in a driving school car, it is likely that you will be able to drive home, if you want to. Your instructor will talk you through it.

  • Is my learner driver insurance valid on my own car?    

    No, you must inform your insurer that you have passed your test before you can drive alone in your own vehicle.

  • How do I tax a new car?    

    If you have a car ready and waiting for you, it must be taxed before you take it out onto the roads. You don't need a tax disc anymore, but you must inform DVLA and pay the required tax for your car before you can even park it on the road outside your house. You can tax your vehicle online, by phone, or at the Post Office - go to GOV.UK/vehicle-tax for more information.

  • Can I drive on motorways straight away?    

    While the short answer is ‘Yes', it may not be a good idea to take your first drive alone on a motorway. You will probably need to get familiar and comfortable with the car you intend to drive and you may even need to get used to just being ‘on your own'.

    Likewise, it's not a great idea to offer to take your mates out with you on your first drive. Passengers in the car can be a big distraction, no matter how well intentioned they are, so take it steady and get comfortable driving alone, before ferrying your friends around.

  • Are 'P' Plates a good idea?    

    Yes, especially if you are a bit nervous, or you are not used to a different vehicle. The green ‘P' plates, are just a polite message to other road users that are a new driver and that you might be hesitant. There's no set time for you to keep them on, you may just use them for a couple of journeys before you want to take them off.

  • What about extra lessons?    

    Many new drivers go on to have further lessons, especially for motorway driving and in respect of gaining a Pass Plus certificate. Speak to your driving instructor or go to GOV.UK/pass-plus for more information.

Policy types

  • What type of cover is best for me?    

    Coverbox offers Third Party, Fire & Theft or Comprehensive Cover. Please read the definitions to decide which level of cover would suit you. It is always worth considering both levels of cover, as Third Party, Fire & Theft is not always the cheapest.

  • What is Third Party, Fire & Theft Cover?    

    Third Party Fire & Theft: covers the damages or injuries to other property or people, but not to your own vehicle, plus cover for your own vehicle if it is stolen or damaged by fire. 

  • What is Comprehensive Cover?    

    Comprehensive: offers the same level of cover as Third Party Fire & Theft, plus accidental damage to your own vehicle.

Complaints

  • How do I make a complaint?    

    We aim to provide all our customers with a high level of service, but if you wish to make a complaint please contact us:

    By EmailThis email address is being protected from spambots. You need JavaScript enabled to view it.

    By Telephone: 01780 769223

    In writing:
    Coverbox Customer Relations,
    Coverbox Insure Limited
    Thorpe Park, 239 Thorpe Road
    Peterborough
    Cambridgeshire
    PE3 6LW

  • What if I’m not happy with the outcome?    

    If we have been unable to resolve your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service. Their details are:

    Address:
    Financial Ombudsman Service
    Exchange Tower
    London
    E14 9SR

    Telephone: 0300 123 9123

  • Online Dispute Resolution - What is ODR?    

    The Online Dispute Resolution (ODR) platform is an initiative from the European Commission that helps EU residents, who have bought goods or services online, get complaints resolved.
    ODR is designed to mainly to assist where the customer is in one EU country and the company that supplied the goods or services is in another. If you have purchased a Coverbox product online you can submit a complaint through the ODR platform. The ODR platform can then submit your complaint to the UK Financial Ombudsman Service (FOS) to get your complaint resolved. You can submit your complaint online through the ODR platform in any of the official languages of the EU. You can access the ODR website at http://ec.europa.eu/odr

    If you wish to use the ODR Platform you may find the following information useful:

    Company Name: Coverbox Insure Limited
    Trading Name: Coverbox
    Our address: Thorpe Park, 239 Thorpe Road, Peterborough, Cambridgeshire, PE3 6LW
    Our email address: This email address is being protected from spambots. You need JavaScript enabled to view it.
    Our web address: https://www.coverbox.co.uk/