Motor Insurance FAQs

Can I get a quote if I don't have a registration number?

Yes. We understand that there may be circumstances where you won't have the registration number of the car you want to insure - it may be that you're thinking of changing cars and want to find out how much it would cost to insure. We can select from our list of cars to get a quotation, but if you decide that you want to buy a policy, then you will need to know the registration number.

Please note that you can't use the same no claim discount on more than one policy at the same time.

Do I need to provide evidence of my no claim discount?

Yes, if you decide to take out a policy with us you will need to provide evidence of your no claim discount within 10 days. Please send us proof of your no claim discount within 10 days in the pre-paid envelope we will provide. Failure to do so within 24 days could result in your policy being cancelled or an additional premium payable.

Your proof of no claim discount is usually one of the documents in your renewal invitation from your most recent insurer. It shows the number of years' no claim discount you have earned. We only accept original proof from UK insurers, relating to a no claim discount which has been earned on a private car insurance policy. We cannot return your evidence of no claim discount once it has been used for your policy.

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

We are unable to accept the following documents as proof of no claim discount:

• If proof of no claim is over two years old.
• Photocopies or faxes
• Certificates of insurance
• Insurance quotations
• Proof of no claim already used on another policy

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 contact us on 0800 115566 as we may be able to give you an introductory discount.

If you have any difficulty in obtaining this proof, please call us on 0800 115566.

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 then we will 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 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 3 months have elapsed since you left the company car scheme.

What is protected no claim discount?

Protected no claim discount guarantees that you will not lose your no claim discount in the event of you suffering an accident for which you were responsible. Usually, this benefit allows up to 2 claims over a set period before any discount is reduced. You may be able to add no claims discount protection 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 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 in your premium.

What should I do if my circumstances change during the period of insurance?

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

• you change your car
• you make modifications or changes to your car 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 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
• 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 normally keep your car
• you or any other driver covered by your policy are convicted of any offence relating to fraud, arson or dishonesty
• you or any other driver covered by your policy change occupation
• you change your annual mileage
• you or any other driver covered by your policy cease to be a permanent UK resident

We may then re-assess your cover and premium. If you do not tell us about any relevant changes, your insurer may:

• reject or reduce your claim; or
• declare your policy null and void.

Please call us on 0800 115566 to make any changes to your policy.

Am I covered when I drive abroad?

Your policy will provide the cover required for Great Britain, Northern Ireland, the Isle of Man and the Channel Islands, and during sea journeys between these places.

It also provides the MINIMUM cover you need by law to use your car in:

• a. any country which is a member of the European Union; and
• b. any other country for which the Commission of the European Community is satisfied that arrangements have been made to meet the requirements of EC Directives on insurance.

If you ask, we can provide an international motor insurance certificate (Green Card). This will provide less cover than you have at home. The maximum period that you are covered for depends by insurer so if you are in doubt as to the allowance, contact us and we will advise you.

In return for any extra premium and an administration fee we may charge, we'll extend the level of cover provided by your policy to named countries in Europe, and certain other countries outside Europe, as well as giving you an international motor insurance certificate (Green Card). This extension to your level of cover doesn't include motoring legal protection or breakdown assistance cover. Your car will also be covered while being carried by a recognised carrier between those countries for the period shown on the Green Card.

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. However, we will only be able to send this to you once we have received your payment, evidence of no claims discount and a signed proposal form (where applicable). In addition, we may also require additional supporting documentation such as a tracking device certificate or a copy of your license. If this is the case we will let you know in advance and outline the insurers requirements.

Does your policy cover me to drive other cars?

There are certain occupations where cover to drive other cars is not provided and also some age limitations. We'll tell you during the quote if this cover is not available. Full details of this extension are detailed in the policy booklet.

How can I pay for my 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. 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:

What should I do if I don't want you to send me any marketing material?

You can email us at info@thomas-carroll.co.uk or write to the Data Protection Officer, Thomas Carroll (Brokers) Limited, Pendragon House, Crescent Road, Caerphilly, CF83 1XX, stating your name, address and policy number if applicable.

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 us on 0800 115566 to discuss your options. Your cancellation rights are provided in your policy booklet.

How do I complain?

Your custom is valuable to us and we want you to be completely satisfied with the service we provide. Should you have any reasons whatsoever to be unhappy with our standards then please contact us either in writing or by phone on 0800 115566 in the first instance.

We will endeavour to resolve the matter by close of business on the next business day following receipt of your complaint. However, if this is not possible we will acknowledge your complaint in writing within five business days and advise you who is handling the matter and when you can expect a response. We would hope to provide a full written response within 4 weeks of receipt of the original complaint but if the matter cannot be resolved within this timescale we will write with an explanation as to the progress and the likely timescale involved. Upon expiry of 8 weeks we shall inform you of our final response or what further action is being taken.

Should the matter not be resolved to your satisfaction once our internal complaints facility has been exhausted then you can contact: The Financial Ombudsman Service (FOS); South Quay Plaza, 183 Marsh Wall, London E14 9SR (Telephone Number 0845 0801800). The use of this facility is without prejudice to your right to take legal proceedings.

(Please note that the FOS will only consider complaints from private individuals and any business with a turnover of less than £1,000,000)

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.

If you pay your premium by direct debit:

• Your policy will automatically be renewed on these terms.
• 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 we are unable to offer you a policy we will let you know and you may be provided with details of the terms (including any changes to existing terms) on which your cover will continue via another insurer. By taking out this policy you agree that your data may be used to allow an alternative insurer to provide you with these terms before your existing policy expires.

If you pay your premium by direct debit and your insurer changes at renewal:

• Your policy will automatically be renewed by the alternative insurer.
• In the event that you do not wish to renew your policy with the alternative insurer, you should tell us before the renewal date.
• If you do not tell us and your policy is renewed, deductions will continue to be taken from your bank account for the new premium.

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

About 3 weeks 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 4 weeks before the renewal date. To do this please call us on 0800 115566 (office hours: Monday to Friday 8am - 5.30pm and Saturday 9am - 12pm.)

Can I renew my policy on this website?

Yes, some car insurance policies can be renewed online. Your renewal invitation will tell you if you can use this facility.