Policy FAQs

  1. Will you insure me?
  2. Can I get a quote if I do not have a registration number?
  3. How can I pay for my First Alternative policy?
  4. Do I need to provide evidence of my No Claim Discount?
  5. I've been driving a company car for the last few years. Will you give me a No Claim Discount?
  6. Do I qualify for an introductory discount?
  7. Do you offer a Multicar scheme?
  8. What is protected No Claim Discount for life?
  9. How do I know if my cover has been accepted?
  10. What is a modification?
  11. What must I do if my circumstances change during the period of insurance?
  12. Do you offer non-comprehensive insurance?
  13. Can I cover a personally imported car?
  14. Am I covered when I drive abroad?
  15. What can I use my car for?
  16. Does your policy cover me to drive other cars?
  17. How can I renew my policy?
  18. Can I renew my policy if I haven't yet received my renewal invitation?
  19. How do I object to receiving marketing material?
  20. What should I do if my insurance policy is no longer suitable for my needs?
  21. How do I make a complaint?
  22. Can you explain the full claims process to me?
  23. How do I cancel my policy?
  24. What is Continuous Insurance Enforcement (CIE)?
  25. Does the new law affect all registered vehicle keepers?
  26. What is the CIE penalty for not having insurance?
  27. What if I have changed my vehicle or have a cherished plate?
  28. What is Continuous Payment Authority?
  29. How do I get my Certificate of Motor Insurance?
  30. How much does it cost to call your 0800 numbers?
  31. Why do I have two contracts with esure?
  32. Why do you need my email address?
  33. Will the information I provide be accessible by a third party?
  34. Is esure GDPR compliant?
  35. What is a Privacy Notice?
  36. Why have I been sent a privacy notice?
  37. Where can I find your privacy notice?
  38. How can I request the data you hold on me?
  39. How can I request my personal data is deleted?
  40. Will a Green Card be required after Brexit?
  41. What happens if my policy is going to renew whilst I'm travelling?
  42. What if I'm travelling over the Brexit date?
  43. Do I have to pay for a Green Card?
  44. How long can I travel under one Green Card?
  45. What cover does a Green Card give me?
  46. Where can I travel using my Green Card?
  47. How do I get a Green Card?
  48. Do I need a paper copy of my Green Card?
  49. How far in advance do I need to tell you that I'll be travelling?
  50. Do I need an International Driving Permit?
  51. What happens if I travel abroad pre-Brexit without a Green Card but need one to get home?

 

1. Will you insure me?

There may be some circumstances where we will be unable to provide an online quotation for car insurance:

  • If any driver is not aged between 21 and 90. If you, or one of your drivers is aged over 90, we are pleased to be able to refer you to another company within our Group, esure broker, who can provide quotes up to the age of 99. Their website is www.esurebroker.com or you can contact them by phoning 0800 032 4791
  • If you live in Northern Ireland or the Channel Islands.
  • If any driver has had a driving licence suspended in the last 5 years. Our Call Centre may be able to offer a quote - please see below for contact details.
  • If any driver has a prosecution(s) pending.
  • If any driver has not been resident in Great Britain or the Isle of Man for the last 3 years.
  • If any driver has an occupation in the following categories: taxi or minicab driver, proprietor or controller; performer or presenter in films, TV, radio, music or other performing arts; professional sportsperson, manager or coach; non UK armed forces or diplomatic staff; or connected with gaming, nightclubs, circuses, fairgrounds, amusements, street trading, scrap waste or second hand dealing, fast food delivery. Our Call Centre may be able to offer you a quote - please see contact details below.
  • If your car does not have a United Kingdom or Isle of Man registration number, or has a registration number starting with 'Q'.
  • If your car has been modified from the normal manufacturer's specifications. Our Call Centre may be able to offer a quote - please see contact details below.
  • If any driver has any non-motoring criminal convictions not deemed as spent under the Rehabilitation of Offenders Act 1974.
    More information on disclosing convictions can be found here.
  • If you wish to insure more than 2 additional drivers.

There may be other situations where we may be unable to provide a quote. The telephone number for our Call Centre is 0345 607 0380 (office hours: Monday to Friday 8am – 8pm, Saturday 9am – 5pm and Sunday 9am – 2pm).

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2. Can I get a quote if I do not have a registration number?

Yes. We are aware that there may be circumstances where you will not have the registration number – it may be that you are thinking of changing cars and would like an indication of premium.

You can select from our list of cars to get a quotation, but should you decide that you want to buy a policy, the registration number will be required.

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3. How can I pay for my First Alternative policy?

We offer our customers a choice of easy payment methods. You can choose to pay your premium in a lump sum by debit card or credit card. Or, if you prefer, for an additional charge, the cost of your car policy can be spread over the year by paying instalments by direct debit.

If you choose to pay your premium in a lump sum using a debit card or credit card belonging to you or by instalments, we will automatically renew your policy every year using the latest card details provided, unless you have provided us with alternative instructions.

Please note, that if you have instructed us not to automatically renew using a credit or debit card, you will need to contact us prior to the renewal date to renew your policy. If you do not contact us to accept the renewal, the policy and your insurance cover will automatically lapse.

Please see question 25 for details on Continuous Payment Authority.

Paying online is via secure server, which uses advanced encryption technology to ensure your details are safe during transmission.

We accept the following credit and debit cards:

credit and debit card logos

 

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4. Do I need to provide evidence of my No Claim Discount?

Yes, if you decide to take out a policy with us you must provide evidence of your No Claim Discount as soon as you receive your Welcome Pack. We'll provide a pre-paid envelope in your Welcome Pack for you to send your proof to us.

Your proof of No Claim Discount is usually contained within the renewal invitation or cancellation letter from your most recent insurer. We only accept proof from UK insurers, relating to a No Claim Discount earned within the UK on a private car insurance policy within the last two years. We cannot return your evidence of No Claim Discount once it has been used for your First Alternative policy.

If we do not receive this within 21 days from the start date of the policy, we will issue a cancellation letter giving you 7 days notice. Your policy will be cancelled at the end of this notice period if we still have not received the evidence of your No Claim Discount. If we cancel because we did not receive your proof of No Claim Discount, a cancellation fee will be charged. The cancellation fee is detailed in your Agreement with esure Services Limited.

The document must show:

  • The number of years No Claim Discount you've earned
  • The expiry date of your last insurance policy and
  • Any claims you have made

If there is a gap since your previous motor insurance has expired, we will require a short covering letter giving the reasons for the break in cover.

We are unable to accept the following as proof of No Claim Discount:

  • Proof of No Claim Discount relating to a policy which expired over two years ago
  • Certificates of insurance
  • Insurance quotations
  • Proof from a non UK insurer

If you already have a policy with us and are buying a second car on which you have not earned any No Claim Discount then please phone our Call Centre on 0345 607 0380 as we may be able to offer you a Multicar discount.

Note that you cannot use the same No Claim Discount on more than one policy at the same time.

If you have any difficulty in obtaining this proof, please call us on 0345 607 0380. Alternatively, email us at [email protected] and provide us with your name, address, date of birth and policy number.

Please note that because of the insecure nature of emails we cannot accept any responsibility for data lost or intercepted in transit. We usually respond to queries within 3 working days.

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5. I've been driving a company car for the last few years. Will you give me a No Claim Discount?

If you are a company car user who is moving to your own insurance, we require a letter from your employer confirming:

  • That you were the sole user of the company vehicle 
  • The dates you were covered under the company car scheme
  • Details of any claims, incidents or losses which occurred during this period and whether these were settled on a fault or non fault basis; and
  • That you no longer have a company car and that no more than 2 years have elapsed since you left the company car scheme
  • Please note if there have been any claims, incidents or losses settled on a "non-recoverable" basis, then your no claim discount entitlement is calculated as the amount of complete "claims free years" from when the incident occurred until the start date of your policy

 Please contact our sales team if you have any queries.

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6. Do I qualify for an introductory discount?

If you already have a policy with us and are buying a second car, but you do not have a second No Claim Discount to apply to it, then we may be able to help. Our Partner Multicar scheme can match the existing level of No Claim Discount to the new car (limited to the number of years that the new policyholder has held a full UK licence). We will also offer up to 10% off both the new and existing policies.

Alternative introductory discounts may be available. For example, if you have been a named driver on another policy for at least one year and are able to provide evidence of your driving record as a named driver elsewhere, we may be able to offer you a discount.

We can only consider offering these discounts in the following circumstances:

  • All the drivers are over 25
  • There are no more than two drivers on the policy
  • There have been no ‘non recoverable’ claims in the last 3 years

Please phone our Call Centre on 0345 607 0417 to find out more

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7. Do you offer a Multicar scheme?

Yes we do. Bring two or more cars to First Alternative (for either you or your partner or anyone over 25 at the same address), and you will all benefit from an additional Partner Multicar discount on each policy.

If you are a new First Alternative customer and bring two or more cars to us at the same time, then we will apply a Multicar discount.

For further details please visit our Multicar page.

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8. What is protected No Claim Discount for life?

Protected No Claim Discount for life guarantees that you will not lose your No Claim Discount for the life of your policy, regardless of the number of claims you have made, providing your policy remains in force and you continue to be eligible for this benefit. You may be able to add it for an additional annual premium at the start of your period of cover, if you have four or more years No Claim Discount.

No Claim Discount protection for life can only be added to your policy at the start of the period of cover, and is a benefit that relates to your No Claim Discount only. It does not protect you against any other changes to your premium.

Please refer to question 4 to see what you need to provide as evidence of your No Claim Discount.

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9. How do I know if my cover has been accepted?

Once you have entered your payment details, the "payment confirmation" page will be displayed. This page is confirmation of your cover, and will display your policy number and cover start date. Your policy documents, including your Certificate of Motor Insurance, will be posted to you by first class post.

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10. What is a modification?

A modification is any alteration or change to the manufacturer’s standard specification for your car, including optional extras fitted to the car when new by the vehicle manufacturer or dealer, which improves its value, performance, appearance or attractiveness to thieves. This includes, but is not restricted to, changes to the engine, engine management or exhaust system, changes to the wheels or suspension system, changes to the bodywork, such as spoilers or body kits, paintwork or changes to the windows, such as tinting. It also includes any modifications or changes made by previous owners.

Please see below for the full list.

Accessories

  • Air Conditioning/Climate Control
  • Altered Pedal Configuration
  • Bull Bars
  • Car Phones
  • Dashboard Changes
  • Hand Controls
  • Locking Wheel Nuts
  • Parking Sensors
  • Removal of Seats
  • Replacement Seats
  • Roof Rack
  • Satellite Navigation
  • Sports Steering Wheel
  • Sunroof
  • Tinted Windows
  • Towbar
  • Upholstery Changes
  • Wheelchair Clamps/Straps
  • Wheelchair Lift/Ramp/Winch

Engine/Transmission

  • Air Filter
  • Blueprinting
  • Bored-out Engine
  • Chipping - Engine Management System Changes
  • Exhaust System Changes
  • Gearing Change
  • LPG Conversion
  • Miscellaneous Engine Alterations
  • Nitrous Oxide Kit
  • Non-standard Engine - different engine to original
  • Standard Engine Replacement - same engine as original
  • Supercharging
  • Transmission Changes
  • Turbocharging

Lighting

  • Driving Lights
  • Fog Lights
  • High Level Brake lights
  • Rally Lights
  • Spot Lights

Paintwork/Stickers

  • Badges Indicating Increased performance
  • Decals/Stickers
  • Murals
  • Non Standard Paintwork
  • Non-standard Re-spray
  • Sign Writing
  • Stripes

Spoilers/Body Modification

  • Additional Windows fitted to side/rear panels
  • Bodykit
  • Bonnet Bulge
  • Flared Wheel Arches
  • Flared Wings
  • Front Spoiler/Airdam
  • Rear Boot Lid Spoiler/Aerofoil
  • Rear Roof Spoiler
  • Rear Valance
  • Roll Cage
  • Side Skirts/Sills
  • Strengthening Brackets

Suspension/Steering/Brakes

  • Dual Controls
  • Suspension Changes
  • Uprated Brakes

Wheels/Tyres

  • Alloy Wheels - aftermarket addition
  • Alloy Wheels - manufacturers option
  • Wheel Spacers
  • Wheel Trims
  • Wider Tyres
  • Wider Wheels

Other

  • Other – Not listed

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11. What must I do if my circumstances change during the period of insurance?

To ensure your cover remains valid, we ask you to let us know about any important changes. If you do not tell us, this may result in:

  • Your claim being rejected or reduced or
  • Your policy being declared null and void

You must tell us immediately if any of the following happens:

  • You change your car
  • If the main user of the car changes from the person listed in the Schedule o you make any modifications, alterations or changes to the manufacturer’s standard specification for your car, including optional extras fitted to the car when new by the vehicle manufacturer or dealer which improves its value, performance, appearance or attractiveness to thieves. This includes, but is not restricted to, changes to the engine, engine management or exhaust system, changes to the wheels or suspension system, changes to the bodywork, such as spoilers or body kits and paintwork or changes to the windows, such as tinting
  • You want to use your car for a purpose not included in your Schedule
  • You become aware of any medical or physical condition of any driver covered by your policy, which may affect their ability to drive
  • You or any other driver covered by your policy are convicted of a motoring offence other than fixed-penalty parking offences or is banned from driving
  • You or any other driver covered by your policy is involved in an accident whilst driving another vehicle or suffers a loss, such as a theft, of any other vehicle or makes a claim on any other motor insurance policy
  • You change the address at which you live or normally keep your car
  • You change the address where you normally live
  • You keep your car at a different address to the one where you normally live
  • You or any other driver covered by your policy are charged with or convicted of any offence, including fraud, arson or dishonesty, that is unspent under the Rehabilitation of Offenders Act. You must also inform us of any prosecutions pending
  • You or any other driver covered by your policy change occupation or take on any additional employment
  • You or any other driver covered by your policy cease to be a permanent resident of Great Britain, or resident of the Isle of Man
  • You change your annual mileage
  • You or any named driver have a motor policy voided, cancelled, or have special terms imposed

We may then re-assess your cover and premium.

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12. Do you offer non-comprehensive insurance?

Yes, as well as comprehensive cover we also offer Third Party, Fire and Theft cover and Third Party only cover.

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13. Can I cover a personally imported car?

Yes, but only if the car has been built for the United Kingdom market and has a United Kingdom or Isle of Man registration number. We only cover cars built specifically for sale in the United Kingdom, or the Isle of Man.

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14. Am I covered when I drive abroad?

Your vehicle must be registered in the UK or the Isle of Man and not be kept outside these jurisdictions for more than 90 days in your year long cover period. The cover under Sections 1 - 5 of your policy operates in the UK, the Isle of Man and the Channel Islands and during sea journeys between these constituent parts.

The territorial limits of the cover under Sections 8 – 14 of your policy are different and are set out in the relevant section of the policy.

You have the minimum cover you need by law to use your car in:

  • Any country which is a member of the European Union; and
  • Any country which the Commission of the European Community approves as meeting the requirements of Article 7(2) of the European Community Directive on Insurance of Civil Liabilities arising from the use of motor vehicles (no 72/166/CEE)

This may provide less cover than you have in the UK or the Isle of Man and is usually equivalent to the third party only cover available in the UK or the Isle of Man, with no cover for damage to your car.

If you ask us, we will provide you with an international motor insurance certificate (Green Card). We will charge an administration fee for this. The administration fee is detailed in your Agreement with esure Services Limited.

If you want full policy cover abroad
In return for any extra premium we may require and an administration fee, we will extend the level of cover provided by your policy under Sections 1 to 7, to named countries in Europe and give you an international motor insurance certificate (Green Card). You must request this extension to your cover and agree it with us prior to travelling. Your car will also be covered while being carried by a recognised carrier between or within those countries during the period shown in the Green Card. We will allow up to 90 days cover per policy year. This extension does not apply to Sections 8 to 14. The administration fee is detailed in your Agreement with esure Services Limited.

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15. What can I use my car for?

Your cover allows use of your car for social, domestic and pleasure purposes, commuting to and from a permanent place of work and personal business use for you and your spouse/civil partner/partner, if named on the policy.

You are not covered to use your car for commercial travelling, any purpose in connection with the motor trade, carriage of goods or passengers for hire or reward, pacemaking, motor sports, speed testing, rallies, trials or competitions at off road events such as 4x4 events and track days.

If you want any other people to use your car for business purposes please call us on 0345 607 0380.

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16. Does your policy cover me to drive other cars?

This extension is applicable to the policyholder only. There are certain occupations where driving other cars cover is not provided. There are also some restrictions relating to age and cover level. We will tell you during the quote if this cover is not available. Please note that the cover provided to drive other cars is Third Party only. Full details of this extension are detailed n the Policy Booklet.

This extension does not cover you when driving commercial vehicles.

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17. How can I renew my policy?

Before the renewal date of your policy, we will provide you with details of the terms on which your policy may be renewed and any changes to the policy cover. We will also tell you what you need to do to renew your policy. If you pay your premium by direct debit, your policy will automatically be renewed on these terms. If you pay your premium by credit/debit card, we may automatically renew your policy using the payment details you have given us. Your renewal documents will tell you whether we are able to renew your policy on this basis.

In the event that you do not wish to renew your policy, you should tell us before the renewal date. If you do not tell us and your policy is renewed, we will continue to make deductions from your bank account for the new premium if you pay by direct debit or if you pay by a single annual credit/debit card payment, we may deduct the full new annual premium from your credit/debit card.

If you wish to change your method of payment or payment details, please contact us prior to your renewal date to arrange this.

Please see question 25 for details on Continuous Payment Authority.

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18. Can I renew my policy if I haven't yet received my renewal invitation?

Approximately 22 days before your policy is due for renewal, we'll provide you with the details of the terms on which your policy may be renewed. However, you can renew your policy up to 6 weeks before the renewal date. To do this please call our Customer Service Department on 0345 607 0417 (office hours are Monday to Friday 8am - 8pm, Saturday 9am - 5pm and Sunday 9am - 2pm).

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19. How do I object to receiving marketing material?

You can object to receiving marketing from us at any time;

  • Please provide your details on the following online form: www.firstalternative.com/unsubscribe or 
  • follow the unsubscribe link in our marketing emails or SMS or
  • send us your name, address and date of birth via email [email protected] or
  • by post to: Data Protection Officer, First Alternative, The Observatory, Reigate, RH2 0SG
     

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20. What should I do if my insurance policy is no longer suitable for my needs?

If your insurance policy does not meet your needs or if you are dissatisfied with the cover provided by your policy, please call our Call Centre on 0345 607 0417 to discuss your options. Your cancellation rights are provided in your Policy Booklet and the cancellation fee is detailed in your Agreement with esure Services Limited.

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21. How do I make a complaint?

We always aim to get things right first time for our customers although we know that sometimes you will feel this hasn’t happened. We want to hear about this so we have an opportunity to put things right for you.

If you need to complain we are committed to having an accessible complaints process where we will always try to resolve your complaint speedily and at the earliest possible stage.

Often if you ring us we can sort things out for you straight away, with this in mind please call us first.

If it’s about your claim, call 0345 607 0417

If it’s about any other matter, call 0345 607 7294

Every effort will be made to resolve your complaint for you within two working days. On the rare occasions this can’t be achieved then your complaint will be passed to our Customer Relations department, who act with the full authority of our Chief Executive.

Your complaint will be acknowledged upon receipt – telling you who will be managing your complaint and how long we expect this to take. Once their investigations are complete a final decision will be sent to you in writing.

The address of our Customer Relations team is:

Customer Relations
First Alternative
The Observatory
Reigate Surrey
RH2 0SG

If after considering our final response you are still dissatisfied, or on the rare occasion that a final decision hasn’t been sent to you within eight weeks, you have the right to refer your complaint to the Financial Ombudsman Service. They are an independent body that arbitrates on complaints about general insurance products and other financial services. They can be contacted at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0300 1239 123 or 0800 0 234 567
email: [email protected]

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22. Can you explain the full claims process to me?

If you would like some more information about making a claim on your car insurance, click here to go to our car insurance Claims FAQ page.

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23. How do I cancel my policy?

Within the 14 day cooling off period
You have 14 days from the date you receive your Policy Booklet, Schedule Certificate of Insurance and your Agreement with esure Services Limited if you are a new customer or from your renewal date if you are an existing customer to tell us that you want to cancel the policy and to return your Certificate of Motor Insurance to us.

As long as no incidents have arisen which could result in a claim under your policy, we will refund the premium you have paid, less the administration fee, to take account of our costs in providing your policy. The administration fee is detailed in your Agreement with esure Services Limited.

If any incidents have arisen during the period of cover and a claim has been made by you, or against you, we will not refund any premium and, if you are paying by instalments, you must still pay us the balance of the full annual premium. If you do not exercise your right to cancel during the 14 day period, your policy will continue as normal.

If you cancel your direct debit this does not mean that you have cancelled your policy.

Outside the 14 day cooling off period
If you decide to cancel after 14 days you must tell us and return your Certificate of Motor Insurance to us.

As long as no incidents have arisen which could result in a claim under your policy, we will refund the part of the premium you have not yet used, less the cancellation fee to take account of our costs in providing your policy. The cancellation fees are detailed in your Agreement with esure Services Limited.

If a claim has been made, we will cancel your cover but not refund any premium. If you are paying by instalments, you must still pay us the balance of the full annual premium.

If you cancel your direct debit this does not mean that you have cancelled your policy.

What you must do
To enable us to cancel your policy, you must phone us to inform us in the first instance and return your Certificate of Motor Insurance to us at The Equinox, 19 Cadogan Street, Glasgow, G2 6QQ. We will cancel your policy from the date we receive your Certificate of Motor Insurance. If you have lost your Certificate of Motor Insurance, we will ask you to complete a Lost Certificate Declaration.

If the premium amount due, including the cancellation fee, when you cancel your policy is more than the amount you have paid, you must pay us the difference. The cancellation fees are detailed in your Agreement with esure Services Limited.

Cancelling your direct debit does not mean that you have cancelled your policy. You will need to tell us that you want to cancel your policy and return your Certificate of Motor insurance.

When your policy is cancelled, all cover provided by the optional extras you chose with your main policy cover will automatically be cancelled at the same time.

Cancelling optional extras
You have 14 days from the date you receive your documents if you are a new customer, or from your renewal date if you are an existing customer, to tell us that you want to cancel any of the optional extras you included with your main policy cover. As long as no incidents have arisen which could result in a claim under these sections, we will refund the premium you have paid. If any incidents have arisen which may result in a claim, we will not refund any premium and, if you are paying by instalments, you must still pay us the balance of the full annual premium.

If you choose to cancel any of the optional extras you included within your main policy cover after the 14 day period, with the exception of breakdown assistance cover, we will not refund any of the premium you have paid for this cover and the full annual premium for it will still be payable. If you choose to cancel your breakdown assistance cover after the 14 day period, we will refund the premium you have paid for your breakdown assistance cover less a pro rata charge for the time you have been on cover.

Our right to cancel your policy
We have the right to cancel your policy at any time by giving you seven days’ notice in writing where there is a valid reason for doing so. We will send our cancellation letter to the latest address we have for you and will set out the reason for cancellation in our letter. Valid reasons may include but are not limited to:

  • Where we have been unable to collect a premium payment. In this case we will contact you in writing requesting payment by a specific date. If we do not receive payment by this date we will write to you again notifying you that payment has not been received and giving you seven days’ notice of a final date for payment. This letter will also notify you that if payment is not received by this date your policy will be cancelled. If payment is not received by that date we will cancel your policy with immediate effect and notify you in writing that such cancellation has taken place;
  • Where you are required in accordance with the terms of this Policy Booklet to co-operate with us, or send us information or documentation and you fail to do so in a way that materially affects our ability to process a claim, or our ability to defend our interests. In this case we may issue a cancellation letter and we will cancel your policy if you fail to co-operate with us or provide the required information or documentation by the end of the seven day cancellation notice period;
  • Where we do not receive evidence of your no claim discount within 21 days from the start date of the policy. If we have not received such evidence by the end of the 21 day period we will issue a cancellation letter and we will cancel your policy if we do not receive evidence of your no claim discount by the end of the seven day cancellation notice period;
  • Where there is a material failure by you to take care of your car as required by the paragraph headed ‘Taking care of your car’ in the General Conditions applying to Sections 1 to 7 of this Policy Booklet;
  • Where we reasonably suspect fraud; or
  • Use of threatening or abusive behaviour or language, or intimidation or bullying of our staff or suppliers.

If we do cancel your policy, we will refund the part of your premium you have not yet used less a cancellation fee to take into account our costs in providing your policy. The cancellation fees are detailed in your Agreement with esure Services Limited.

If we cancel your motor insurance at any time, we will automatically cancel any cover provided by the additional services and benefits you chose with your main policy cover. The premium you paid for these additional services and benefits will also be refunded less a pro rata charge for the time you have been on cover.

If we cancel your policy because we have been unable to collect the premium by direct debit instalments, we will charge the cancellation fee to take account of our costs in providing your policy and for recovering any premium owed to us for the period of cover. The cancellation fees are detailed in your Agreement with esure Services Limited.

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24. What is Continuous Insurance Enforcement (CIE)?

CIE is a vehicle record-based compliance and enforcement regime, introduced to reduce the number of uninsured vehicles. At present it is an offence to use a vehicle without insurance. In 2011, it became an offence to keep a vehicle without appropriate motor insurance, unless it has a valid Statutory Off Road Notification (SORN). The registered keeper of a vehicle will be sent an Insurance Advisory Letter (IAL) if it appears that they have no insurance. This letter will inform the registered keeper of their options to comply with CIE.

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25. Does the new law affect all registered vehicle keepers?

It affects all registered vehicle keepers with a taxed vehicle that does not have insurance in force, unless the vehicle has a valid SORN. The DVLA will send an Insurance Advisory Letter (IAL) to all registered keepers without insurance on the Motor Insurance Database (MID), a database of all the insured vehicles in the UK, and not having a valid SORN.

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26. What is the CIE penalty for not having insurance?

A fixed penalty of £100 will be incurred.

The vehicle can also be clamped, seized and disposed of and if the fixed penalty is not paid the vehicle keeper could be taken to court and a maximum penalty up to £1,000 could be levied.

For further information on the Continuous Insurance Enforcement visit www.mib.org.uk

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27. What if I have changed my vehicle or have a cherished plate?

It is essential you tell us about any change of vehicle or vehicle registration number immediately so your records can be updated.

For further information on the Continuous Insurance Enforcement – www.mib.org.uk

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28. What is Continuous Payment Authority?

Continuous Payment Authority allows you to automatically renew your policy using the latest debit or credit card details provided by you, unless you have provided us with alternative instructions. You can also make payments during the year without having to provide card details every time.

You may choose to specifically opt-out of this via our call centre. Should you do so, please note, that once opted out; your policy will not be automatically renewed. If you do not contact us to accept the renewal, the policy and your insurance cover will automatically lapse.

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29. How do I get my Certificate of Motor Insurance?

Your Certificate of Motor Insurance is held on our system and will be posted to your contact address by first class mail.

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30. How much does it cost to call your 0800 numbers?

Calls to 0800 numbers are free from mobiles and landlines.

31. Why do I have two contracts with esure?

One contract is with esure Services Limited for arranging and administering the policy. The other contract is with esure Insurance Limited for underwriting the policy. For further details please see your policy booklet and Your Agreement with esure Services Limited.

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32. Why do you need my email address?

We'll use your email address to keep you up to date with important information about your policy, as well as providing you with special offers, promotions and articles. If you've chosen to store your policy documents online, we'll use your email address as your username to log in to your policy portal. For more information on how your details will be used please click here.

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33. Will the information I provide be accessible by a third party?

Yes, in some cases your information will be available to trusted third parties, such as fraud prevention and law enforcement agencies. For more information on your how data will be used please click here.

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34. Is esure GDPR compliant?

The General Data Protection Regulation is a new EU regulation enhancing existing laws about the protection of everyone’s personal information, enforced in the UK from 25th May 2018. esure have always maintained robust controls and measures and continue to approach data protection with the same vigilance. For more information on how we use and protect your data or to view your rights under GDPR please click here.

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35. What is a Privacy Notice?

Our privacy notice is a document that details how we collect, use and protect your data. This document will explain the purpose and conditions of processing your data and how we use your data for fraud prevention. To view our full privacy notice please click here.

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36. Why have I been sent a privacy notice?

Under the General Data Protection Regulation enforced in the UK on 25th May 2018 you have key data privacy rights. To ensure we are transparent with our customers about how we meet the legal requirements to protect your data our privacy notice has been issued to all customers. This document is also available here. Our privacy notice is a document that details how we collect, use and protect your data. This document will explain the purpose and conditions of processing your data and how we use your data for fraud prevention.

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37. Where can I find your privacy notice?

Our privacy notice is a document that details how we collect, use and protect your data. This document will explain the purpose and conditions of processing your data and how we use your data for fraud prevention. To view our full privacy notice please click here.

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38. How can I request the data you hold on me?

You can request a copy of the personal data we hold on you by sending an email to this address [email protected] Please include your name, date of birth, email address, policy or quote number (if you have it), postcode and house number or name. We will respond to your request within one calendar month. To view our full privacy notice, which will detail how we use your personal data, please click here.

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39. How can I request my personal data is deleted?

You can request that the personal data we hold on you is deleted by sending an email to this address [email protected] Please include your name, date of birth, email address, policy or quote number (if you have it), postcode and house number or name. We will respond to your request within one calendar month. To view our full privacy notice, which will detail how we use your personal data, please click here.

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40. Will a Green Card be required after Brexit?

If the UK agree a deal with the EU on Brexit, you won't need a Green Card to travel within the Free Circulation Zone. If there is no deal, Green Cards will be required for UK residents to driver their vehicles within Europe from the 30th March 2019.

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41. What happens if my policy is going to renew whilst I'm travelling?

If there is a no deal Brexit and your policy is going to renew whilst you're travelling, you'll need to request 2 Green Cards. The first one will cover your current and the second will cover your new policy. This applies whether you stay with First Alternative or move to another insurer.

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42. What if I'm travelling over the Brexit date?

If you're travelling over the 29th March 2019, you should contact us to order your Green Card 7-10 days before you travel.

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43. Do I have to pay for a Green Card?

No, we'll provide a Green Card free of charge. A Green Card is proof that you have the minimum legal requirement for Third Party liability insurance. If you'd like to upgrade your cover to the same level you hold in the UK, a charge may apply

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44. How long can I travel for under one Green Card

A standard Green Card can cover up to 90 days travel. If you need longer contact us on 0345 607 0417

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45. What cover does a Green Card give me?

A Green Card is proof that you have the minimum legal requirement for Third Party liability insurance. If you'd like to upgrade your cover to the same level you hold in the UK, call us on 0345 607 0417

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46. Where can I travel using my Green Card?

Your Green Card covers you to travel within Andorra, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Spain, Sweden, Switzerland (incorporating Liechtenstein), Slovakia and Slovenia.

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47. How do I get a Green Card

When you sign in to My Account, just go to 'Make Changes' and select 'Add a Green Card.' Or you can contact us on 0345 609 2571. We recommend you order your Green Card 7-10 days before you travel. 

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48. Do I need a paper copy of my Green Card

Yes, at the moment digital copies of the Green Card may not be accepted. Whilst you can print a Green Card at home, it must be on green paper with no borders. Because of this, we prefer to send you a Green Card by post.

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49. How far in advance do I need to tell you that I'll be travelling?

We recommend you order your Green Card 7-10 days before you travel. You can order one online. Sign in to 'My Account', go to 'Make Changes' and select 'Add a Green Card.' Or contact us on 0345 609 2571.

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50. Do I need an International Driving permit?

If there is no deal between the UK and the EU, you may need an International Driving Permit to drive your vehicle outside of the UK. You can get an International Driving Permit from your local post office. Please see GOV.UK for up to date information.

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51. What happens if I travel abroad pre-Brexit without a Green Card but need one to get home?

We recommend you order a Green Card before you travel if you're going to be travelling over the 29th of March. You can order one online. Sign in to 'My Account', go to 'Make Changes' and select 'Add a Green Card.'

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