FAQs

In order to help our customers to better understand their policies and the often jargon-filled world of insurance, we have put together the following list of the most frequently asked questions (FAQs) that come our way.

Just click on a topic below to see the list of questions and answers.

Claims

How do I make a claim?

If you need to make a claim (or are unsure whether you need to make a claim) please contact our specialist claims handling service on 0333 300 0556. One of our expert team will take you through the claims process. Please have your policy details to hand or, if this is not possible, your car registration number. Lines are open 24 hours a day, 7 days a week.

I've just had an accident. What should I do?

If your accident involves another vehicle or a non-vehicular third party, exchange full contact details with the other party and make a note of their registration number and time and place of the accident. If there are any witnesses to the accident, get their contact details and ascertain if they would be willing to verify the circumstances. If you have a camera on your phone, then take some photos of the accident scene too. Then contact our specialist claims handling service on 0333 300 0556.

What do I do if the accident is not my fault?

If the accident is not your fault you still need to contact our claims team on 0333 300 0556. They will arrange vehicle repairs or, in the event of a total loss, settlement of your claim. They will then attempt to claim back costs from the responsible party. If this can be done successfully, then your No Claims Bonus will be unaffected. Any correspondence received from other parties should be forwarded to the claims handling service at Soter Professional Services, 3rd Floor, Broadstone Mill, Broadstone Road, Stockport, SK5 7DL. Emails should be sent to: ignition@soterps.com.

What do I do if the accident is my fault?

Contact our specialist claims service on 0333 300 0556. If your policy provides Fully Comprehensive cover, our claims team will arrange for your vehicle to be repaired or, if it is a total loss, settlement of your claim. Our claims team will also contact the other party involved to help them to settle their claim. Any correspondence received from other parties should be forwarded to the claims handling service at Soter Professional Services, 3rd Floor, Broadstone Mill, Broadstone Road, Stockport, SK5 7DL. Emails should be sent to: ignition@soterps.com.

How quickly do I need to report an accident or make a claim?

Please report all claims as soon as possible after the incident. At the very latest we would expect you to make contact within 48 hours. Failure to report an accident could have an impact on your ability to buy insurance in the future.

What do I do if my car is stolen?

If your car is stolen first contact the police and then call our specialist claims handling service on 0333 300 0556. If you have Fully Comprehensive car insurance cover then they will work with you through the claims process. If your vehicle is stolen but not recovered you may not be able to get a courtesy car from your insurer. For information on Ignition’s Substitute Vehicle policy, contact our customer service team on 0333 300 0556.

I've only had a very small accident with minimal damage. Do I still need to inform the insurer even though I don't want to claim on my policy?

Yes, you should still call our claims team on 0333 300 0556 in order to report your accident.

Do I get a courtesy car if my car is being repaired after an accident?

If you have a Fully Comprehensive policy, claim on it and use the insurer’s approved repairer, you should, subject to availability, receive a courtesy car for the duration of the repairs. If your car is a total loss (written off) then a courtesy car will not be provided. If the accident was not your fault, then you may be able to use any Legal Expenses cover that you have to hire a car and claim the costs back from the third party. Our claims team can advise you accordingly.

I've received a letter or email from the third party involved in my accident. What should I do?

Please do not reply and send all correspondence to our specialist claims team at Soter Professional Services, 3rd Floor, Broadstone Mill, Broadstone Road, Stockport, SK5 7DL. Emails should be sent to: ignition@soterps.com.

I've been in an accident. Who decides which garage will repair my car?

Our specialist claims team (0333 300 0556) will advise you of the repair shops that are approved by your insurer.

Do I pay for repairs or does the insurer pay?

Repair bills will normally be paid directly to the garage by the insurer. However, you will normally be required to pay your policy excess charge to the garage. If you are not at fault for the accident, our specialist claims team may be able to arrange for all of your repair costs to be funded by the third party, removing the need to make a claim on your own insurance policy and avoiding the payment of any policy excess.

What do I do if I'm not happy with the repair work that has been done?

If you are not happy with the repair work you should first address the issue with the repairer. If you are still unhappy after any further work is undertaken, contact our claims team on 0333 300 0556 and they will take up your case with the repairer and, if necessary, the insurer.

What does my Legal Expenses cover help me with?

If you have Legal Expenses cover this will help you in the event of an accident that is not your fault. It can be used to claim expenses from the party at fault, such as repair costs, car hire fees and loss of earnings. Our specialist claims team (0333 300 0556) can assist you with this.

Do I have to pay the policy excess if the accident wasn't my fault?

Even if the accident was not your fault, you will have to pay the policy excess if you claim on your own insurance policy. However, our specialist claims team may be able to make alternative repair arrangements, removing the need to make a claim on your own insurance policy and avoiding the payment of any policy excess. Speak to one of our claims advisors to find out more.

What does "total loss" mean?

"Total loss" is a term used by insurance companies to describe a write-off or a situation following an accident where the cost of repair is greater than the market value of the vehicle.

What is an "uninsured loss"?

"Uninsured loss" is a term used by insurance companies to describe the costs that you may incur as a result of an accident that will not be covered by your insurance policy. For example, this could be your Policy Excess. Note that Legal Expenses cover may assist in recovering some uninsured losses.

How long does it take to settle insurance claims?

As each claim is different it is impossible to give hard and fast guidelines on the length of the claims process. Our specialist claims team will, however, always endeavour to process your claim as quickly and efficiently as possible, keeping you regularly informed of progress.

I have some damage to my windscreen. What do I do?

If you have a damaged windscreen, are covered for windscreen damage by your policy and have a Fully Comprehensive cover, please contact our windscreen claims team on 0333 300 0558 to arrange for repair or replacement. Note that this will not affect your No Claims Bonus but there may be an excess to pay. Please check your policy documents for details.

Cancellations

How do I cancel my policy?

You need to call our service team on 0333 300 0557. Please note that some insurer's do not provide refunds on cancellation and in some instances it may be more cost effective to keep your policy running. If you do cancel your policy, it can only be cancelled from the date that we receive your policy documents (including your certificate of insurance) back from you, along with a letter stating the reason for cancellation.

What will I be charged if I cancel my policy?

Please refer to our Terms of Business to check for potential administration charges.

What about if I cancel within 14 days of receiving my policy information?

There is a 14 day “cooling off” period after you receive your policy documentation from us. If you cancel during this period then you will still be charged our policy set up administration fee (see our Terms of Business) and will need to pay the insurer for any time on cover.

Do I have to cancel my policy if I buy a new car?

If you change your car during the term of your policy, please call our customer service team on 0333 300 0557 in order to get a new quotation and to amend your policy. Note that your existing policy will be amended (and, if appropriate, its pricing adjusted) rather than being cancelled and a new policy started.

Will cancelling my direct debit payments automatically cancel my policy?

No. Whilst stopping your direct debit will stop payments being made, your policy will still be in force and you will be liable to pay for your days on cover. To cancel a policy call us on 0333 300 0557.

How do I cancel my renewal?

If you do not wish to renew your policy, call us on 0333 300 0557.

Documentation

Our guide to sending us your documents

GUIDE TO SENDING US YOUR DOCUMENTS

What documentation do you require from me?

When buying a policy from us we need to check some key information about you and your driving history on behalf of the insurer. The documentation we require will be all or some of the following:

  • A PDF copy of the Licence Summary for every driver on the policy
  • Copy of photocard licence for every driver on the policy
  • Proof of your No Claims Bonus
  • A photo of the vehicle registration number
  • A photo of the vehicle’s odometer (mileage recorder)
  • Proof of any additional security devices fitted to your vehicle

GUIDE TO SENDING US YOUR DOCUMENTS

What is a licence summary?

From 8 June 2015, the paper counterpart to the photocard driving licence will not be valid and will no longer be issued by DVLA. The licence summary is the online alternative to the counterpart and is held online by the DVLA.

Is my policy invalid until all this documentation has been accepted by Ignition?

No, but failure to return the documentation within the agreed period could lead to the policy being cancelled.

Who has to sign the policyholder forms?

There is no signature required. When you receive the statement of facts, you need to check the information thoroughly and advise Ignition if anything is incorrect. Failure to provide accurate and correct information could lead to a claim not being paid or a policy being invalid.

What do I do with the direct debit agreement?

There is no signature required on the direct debit agreement.

Is an estimate of annual mileage good enough? What if I over/underestimate it?

If the policy is sold on the basis of limited mileage the insurer may require accurate details of your usual annual mileage and a photo of your car’s odometer reading so that we can log your mileage at the start of your policy year.

What is a "Limited Mileage Declaration"?

If your policy has been arranged on a limited mileage basis, you may need to provide the mileage of the vehicle from the beginning of the policy, and may be asked to provide the closing mileage when the policy renews or lapses.

What is a "Modified Vehicle Report Form"?

If you are insuring a modified vehicle, you will need to tell us about all modifications to your vehicle. Ensure that you do tell us about all modifications, as any non-disclosures could mean that your policy becomes invalid, or an extra premium is added to your policy.

Do I need to provide proof of any additional security I have added to my car?

If you have had any additional security devices fitted to your vehicle and if this has been taken into account when calculating your premium, you may be asked to provide written proof (e.g. an invoice from the fitter) to us.

When will I receive my car insurance documentation from Ignition and how?

If you have an email address we will email your Ignition policy documentation to you, normally within 1 working day of the purchase of your policy. If you do not have an email address your documentation will be posted to you.

What do I need to do when I've received my car insurance documentation?

When you receive your documentation you must review it carefully to ensure that all details are correct. Please call our customer service team on 0333 300 0557 if there are any errors in the documentation. You may also receive a request to submit further information to us, such as proof of No Claims Bonus from a previous insurer. Note that failure to correct mistakes in the insurance schedule or to submit required documentation to us may lead to an invalidation or cancellation of your policy.

Can I access and manage my Ignition insurance documentation online?

No. If you have an email address we will email your policy documents to you.

What do I do if I can't find my car insurance documentation?

We can supply duplicate documentation and this is subject to an administration charge as detailed in our Terms of Business. Please call 0333 300 0557 to request duplicate documents.

Policy Payments

How do I pay for my insurance?

You can pay for your insurance by debit card, credit card or by one of our instalment schemes. Payment by credit card is subject to a fee as detailed in our Terms of Business. You may choose to pay your premium in instalments, following the payment of a deposit. This is subject to terms and conditions and may be subject to a successful credit check. You can discuss this in more detail with one of our agents.

I'm paying for my policy via direct debit and have missed a payment. What should I do?

Please call our customer service team on 0333 300 0557 as soon as possible to resolve this and to ensure that your insurance cover is not invalidated.

I can no longer afford my direct debit payments. What can I do?

Please call our customer service team on 0333 300 0557 to discuss this.

Will cancelling my direct debit payments automatically cancel my policy?

No. Whilst stopping your direct debt will stop payments being made, your policy will still be in force and you will be liable to pay for your days on cover. To cancel a policy call us on 0333 300 0557.

Am I covered as soon as I pay for my policy?

Yes, we will put you on cover as soon as we receive payment.

What cards do you accept?

We accept payment by debit card or credit card. Where credit cards are used we apply a fee as detailed in our Terms of Business. If you choose to pay by credit or debit card please be advised that any charges or refunds in the future will be taken from/provided back to the card that was used for payment at the start of the policy.

Can my parent pay for my policy on their card?

Yes, but we will need to speak to the cardholder.

How secure are all my credit or debit card details?

The payment processing systems used by Ignition meet the latest requirements of the Payment Card Industry Data Security Standard (PCI DSS) regulation and are able to make secure and fast electronic payments.

Immediate Cover

Can my Ignition policy cover me before I receive my documentation?

Yes. We can put you on cover before sending you your policy documentation. If you have an email address this will be sent to you straight away. Please discuss this with your sales advisor to confirm.

No Claims Bonus

What is "No Claims Bonus" and how is it earned?

If you have a car insurance policy and do not claim on it, you will accrue a No Claims Bonus that can be used to reduce your premium. Each claim-free year will add to your bonus and increase your discount.

How do I know if I have any No Claims Bonus?

Look at your current insurance schedule or call your insurance provider in order to check your level of No Claims Bonus.

I have No Claims Bonus that was earned in another country. Can this be used in the UK?

Most insurer's will only accept No Claims Bonus that has been earned in the UK. Please speak to one of our agents on 0333 300 0557 to check your specific circumstances.

Until now I've driven a company car. Am I still eligible for a No Claims Bonus discount?

If you have a history of claim-free driving on a company car insurance policy, you may be eligible for a special discount if you can provide proof from your company or their insurance company. The proof will need to state that you have been using the vehicle for private use (i.e. that it was a company car and not a pool car or company van).

Until now I've been riding a motorbike and have earned No Claims Bonus on my bike insurance. Can this be transferred to my car insurance?

No. Your No Claims Bonus must be earned on the same type of vehicle that you are now looking to insure.

I've been a named driver on another car insurance policy. Does this make me eligible for a No Claims Bonus discount?

In general, you cannot use claim-free driving experience as a named driver on someone else’s policy to generate a No Claims Bonus. However you may qualify for an introductory discount so please discuss this with one of our team of agents by calling 0333 300 0557.

Do I need to send proof of my No Claims Bonus to Ignition?

Yes, we will require proof of No Claims Bonus from your previous insurer. You can request this from them.

GUIDE TO SENDING US YOUR DOCUMENTS

Can I use my No Claims Bonus on more than one car?

No. Your no claims bonus is only valid on one vehicle at any one time. You may be able to obtain a second car introductory discount based on your existing no claims bonus. Please speak to the customer service team for more information on 0333 300 0557.

What is a "No Claims Discount" (NCD)?

A No Claims Discount is based on the number of years that you have been the policyholder and been claim free. The level of discount received will depend upon the number of years of No Claims Bonus held and will vary by insurer.

I have a No Claims Bonus from years ago but haven't had a car recently. Is this Bonus still valid?

If you have not used your No Claims Bonus for more than 2 years it is unlikely to be accepted. If your No Claims Bonus is not current then you must declare this when buying your policy.

What is "No Claims Bonus Protection" and how does it work?

No Claims Bonus Protection allows you to make one or more claims before your number of No Claims Bonus years falls. We can usually offer policies that protect your no claims bonus, dependent upon the insurer's terms and conditions. Please ask one of our agents for more information. There will be an additional premium to pay, and there could be a compulsory excess in addition to any other excess that is applied to the policy.

What does "No Claims Bonus Protection" protect?

Please note that No Claims Bonus Protection does not protect or guarantee the price of your insurance policy. The price of your insurance policy may still increase following an accident, even if you were not at fault. What it protects is the bonus or discount level that may be applied to your insurance policy.

How do I get proof of my No Claims Bonus from Ignition if I need this for another insurer?

You can get written proof on your No Claims Bonus from Ignition by calling our customer service team on 0333 300 0557. Note that if you are requesting a duplicate an administration charge will apply as detailed in our Terms of Business.

Policy Cover Levels

What is "Third Party" cover?

This is the minimum level of insurance cover that is required by law in the UK. It covers:

  • Liability for injury to others (including passengers)
  • Damage to property, including other vehicles, resulting from an accident caused by you
  • Liability whilst towing a caravan or trailer

Note that it does not cover you for accidental fire or theft damage to your own vehicle.

What is "Third Party Fire & Theft" cover?

This provides the same coverage as Third Party Only Insurance but also provides the following cover:

  • Fire damage
  • The theft of your own vehicle
  • Damage to your car as a result of its theft

What is "Fully Comprehensive" cover?

This is the most extensive motor insurance cover and provides for everything covered by Third Party Fire And Theft insurance as well as additional coverage, including:

  • Loss or damage to your vehicle
  • Windscreen cover
  • Personal effects cover
  • Accidental damage
  • Medical expenses

Policy Excess

What is "Policy Excess"?

The Policy Excess is the first portion of any claim that is payable by the insured party. The level of Policy Excess varies by policy and usually includes both a compulsory and a voluntary level of excess. If the insured party selects a higher level of voluntary excess, this usually reduces the premium paid.

Do I have to pay the policy excess if the accident wasn't my fault?

Yes the Policy Excess applies to all claims. You may, however, be able to claim back your excess payment from the at-fault party. If you have Motor Legal Expenses cover with your policy then this will usually cover the legal costs incurred in doing this.

What is an "Excess Protection" policy and how does it work?

You may choose to buy an Excess Protection policy which will provide reimbursement of any Policy Excess paid in the event of you making a claim.

Policy Amendments

When do I need to inform Ignition of any changes to my circumstances?

If your personal circumstances, your vehicle or your driving history change then please call our customer service team on 0333 300 0557 to inform them. These changes could include a house move; the purchase of a new car; the modification of a car; an increase in mileage driven; or a change in occupation. If in doubt, please call us and ask. Note that changes like these could either increase or decrease your insurance premium. Failure to inform us of changes like this could invalidate your policy.

Do I need to inform Ignition if I pick up a driving conviction?

We do not require details of driving convictions until renewal.

Will moving house or changing jobs affect my premium?

Moving house, changing jobs and changing or modifying your car could change your insurance premium, resulting in either an increase or a discount to your current price. Note that failure to inform us of any changes could result in your policy being invalidated.

How do I add another driver to my policy?

To enquire about adding another driver to your policy and to receive a revised quotation, please call the customer service team on 0333 300 0557.

Driving Other Cars

Does my Ignition policy insure me for driving other cars?

This will depend on the terms and conditions of the policy that you purchase. Please speak to one of our agents prior to purchasing the policy to check that this cover is available on 0333 300 0557.

Driving Abroad

Does my Ignition policy cover me when I take my car abroad?

Most insurance policies allow for cover whilst driving abroad at no extra cost, with a limit of up to 90 days per insured year. However, the level of cover received and policy benefits may be affected. Some country restrictions may apply. Please check your insurance policy booklet for details and, if in doubt, call our customer service team on 0333 300 0557. Remember to also check that any breakdown policies you have will cover you. Ignition can arrange this for you if you want to buy breakdown cover with your car insurance policy.

What do I need to do if I want to take my car abroad?

Ignition policies will automatically provide the minimum legal requirement for cover within the EU and certain other countries within Europe. To make sure you have the same level of cover abroad as you do in the UK you should advise us of the trip you are planning. Please note that some insurer's will place a limit on the number of days you are covered abroad.

Business Driving

Does my Ignition policy cover me when I'm using my car for business driving?

When you buy your Ignition policy we will ask you about the type of driving that you do and you must tell us if you intend to use your car for business purposes. Note that commuting to and from one place of work is not classed as business use. However, if you travel to and from more than one place of work, this is classed as business use. If you use your car for business purposes and have not declared this, your policy may be invalid.

Windscreen Damage

I have some damage to my windscreen. What do I do?

Your insurance policy may include windscreen cover - please refer to your policy documents for full details. If windscreen cover is included you can call our windscreen claims team on 0333 300 0558.

Will I have to pay a Policy Excess if I have windscreen damage repaired under my Ignition policy?

There may be an excess to pay - please check your policy documents for details.

Will I lose my No Claims Bonus if I have windscreen damage repaired under my Ignition policy?

No, claims for windscreen damage do not affect your No Claims Bonus or discount.

Renewals

How do I cancel my renewal before the start date? Will I be charged?

If you do not wish to renew your policy with Ignition, just contact us either in writing or on the phone (0333 300 0557) at least 3 days prior to your policy renewal date. If you do this there will be no charge.

What happens to claims that are in progress if I decide not to renew my Ignition policy?

Any claims made on your Ignition policy will still be processed even if you decide not to renew it. However, your no claims bonus may not be confirmed until the claim is settled.

Complaints

What do I do if I'm not happy with the repair work that has been done by the repair shop that my insurer organised for me after my accident?

If you are not happy with the repair work you should first address the issue with the repairer. If you are still unhappy after any further work is undertaken, contact our claims team on 0333 300 0556 and they will take up your case with the repairer and, if necessary, the insurer.

I'm not happy with the service I'm getting from Ignition. What do I do?

COMPLAINTS PROCEDURE

Ignition Select is committed to providing a high quality of service to its customers. In the event that you are dissatisfied with any part of the service you receive please contact Ignition on 0800 288 9627 in the first instance.

You may also contact us via the methods below.

Contacting Us

You can make a complaint through any of the below channels:

  1. Via email, please email complaints@ignitionselect.com
  2. Via post, please send your complaint to:
    The Compliance Manager
    Ignition Select Ltd
    Saxon House
    1 Cromwell Square
    Ipswich
    Suffolk
    IP1 1TS

Ignition aims to deal with all complaints as quickly as possible and in all cases we shall provide you with a final response to your complaint within 8 weeks of your concerns being raised.

If a complaint is a verbal complaint, it may be possible for Ignition to resolve the issue immediately with you over the phone. If a complaint is resolved on the initial complaint call, the manager handling the complaint shall ensure that you are satisfied with the resolution and close the complaint. When a verbal complaint is not immediately resolved , or a written complaint has been received, the manager handling the complaint will investigate further. This may involve contacting you for further information or listening to call recordings if available.

If a complaint is unable to be resolved verbally, Ignition shall have 20 working days in which to investigate. If longer is required, the manager who is handling the complaint shall contact you to advise a proposed resolution date.

Within 8 weeks of receipt of the complaint, Ignition shall provide you with its final decision and findings. This may be either through a telephone conversation, via post or email and shall be agreed with both parties. The complaint will then be closed.

If you are dissatisfied with the outcome of the complaint, you have six months from the date of our final decision to raise the complaint with the Financial Ombudsman Service, which can be contacted at:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

WHO WE ARE

Ignition Select Limited, Saxon House, Cromwell Square, Ipswich, IP1 1TS is Registered in England under Registration Number: 08696040. Ignition Select Limited is authorised and regulated by the Financial Conduct Authority, FRN: 613312.

Contacts

Who do I contact to help me with policy queries and amendments?

Call our customer service team on 0333 300 0557.

Who do I contact to make a claim on my policy?

  • For car insurance claims, call our claims team on 0333 300 0556
  • For claims on other related insurance policies call 0333 300 0556
  • For windscreen claims call 0333 300 0558
  • Breakdown, call 0333 202 2977

Who do I contact for a windscreen repair?

For windscreen damage, call 0333 300 0558.

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