FAQs

Frequently Asked Questions

See below a list of our most frequently asked questions. Here, you can see further information about documents, policy change, renewals, clams, making a payment and more. If you don’t find the answer you’re looking for you can contact us through Live Chat.

General

We can offer a quote to extend your policy to cover more than one vehicle on a temporary, short-term basis. Please speak to one of our live chat agents for further information. Please note not all insurers we represent can offer temporary cover as part of the existing policy, we can however still offer temporary cover via this link.

If you need cover for the additional vehicle on a permanent basis, you would need to purchase a second policy via the get a quote link on our website. One Call may be able to offer a discount if you contact us directly for a quote.

Yes - You have to declare any claims and convictions that you have received on your driving licence, whether you received them on your motorbike, car, van or any other type of motor vehicle. We also need to know of all claims or convictions from within the last 5 years.

Yes - You have to declare any claims that you have been involved in either as a policyholder or driver, even if you were not at fault, and if you claimed against another drivers policy.

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

  • Sales 01302 554012
  • Customer Services 01302 554015
  • Cancellations 01302 554015
  • Claims 0203 738 7300
  • Renewals 01302 554010
  • Household 01302 554013

  • All staff in these departments have been trained to provide a high level of service and will try to resolve any matter where possible. If the advisor is unable to reach a satisfactory resolution for you, they will refer you to the appropriate Line Manager, who will also try to resolve your complaint. You can also register your complaint to the complaints handling manager directly:

    The Complaints Handling Manager
    One Call Insurance Services
    First Point
    Balby Carr Bank
    Doncaster
    DN4 5JQ
    An unrated insurer is an insurer that does not carry an insurer financial strength rating given by international rating agencies, such as Standard and Poor’s 500 index (S&), Moody’s, Fitch Ratings and A.M. Best. An insurer financial strength rating ‘provides an assessment of the financial strength of an insurance organisation’ and its ability to pay claims to its policyholders. Each agency has its own methodology, but ratings are usually organised on a scale based on letter grades to indicate the degree of credit risk. For example, an ‘A’ rating means that the insurers have an excellent ability to pay out claims, while a ‘C’ rating means that the insurer has a weak ability to pay out claims. Some unrated insurers have been trading in the United Kingdom for many years, and so failure is not seen as likely, but this is not any sort of guarantee and such firms can fail given the appropriate combination of circumstances. However, just because an insurer is rated does not mean they cannot get into difficulty.
    Risks of using an unrated insurer include: • Unrated insurers may be based overseas and outside the influence of UK regulation. The home state regulation they are subject to may be less intrusive, less rigorous or a lighter touch than that of the UK Prudential Regulation Authority (PRA) / Financial Conduct Authority (FCA). • In the event of an overseas insurer failing, claims may have to be directed to an overseas equivalent of the UK Financial Services Compensation Scheme (FSCS), and this may bring delays in dealing with the claim. • Unrated insurers lack independent corroboration of the quality of their current financial stability. As your Insurance Broker, we carry out monthly due diligence checks on our entire panel of insurers, Underwriting Agencies & Managing General Agents and the underlying insurance provider. We are confident in the panel we choose to do business with.
    Some of the benefits of using unrated insurers include the following: • You may only be able to source cover from an unrated insurer due to your particular circumstances • They may offer comparably lower prices than an alternative rated insurer • There is no legal requirement for an insurer to be rated; brokers are not obligated to restrict placing business with rated insurers only

    My Portal

    You will receive an activation email with a link to activate your account, you will simply need to click on the link and create a password for your account, this will then allow you to log in and view your policy details. If you did not receive your activation email please click here to register your account now.

    To reset your password you will need to request a reset email, you can do this here, once you have filled out this form you will receive an email with a link to reset your password.

    Yes, as long as your policies are under the same policyholder, and have been linked on our system, all of your documents will be within the same account, if all of your documents aren’t showing in your account you can use our Live Chat service where an agent can email the documents to you.

    Documents

    You will need to provide us with your Driving Licence number and National Insurance number in order for us to validate your driving history using the DVLA's Share My Licence system. If you don't want to supply us with the National Insurance number you can instead provide us with the last 8 digits of your driving licence number and a check code from the DVLA. Failure to provide this could result in your policy being cancelled.

    The DVLA require your National Insurance number to allow us to complete the driving licence check. One Call Insurance or any other company that is part of the One Call Group will not use your National Insurance number for any other purpose than performing driving licence checks.

    As your No Claims Bonus can represent a significant discount on the price of your policy, we do require proof to confirm you are entitled to this. This proof needs to be either your most recent renewal notice or a letter from your previous insurer confirming your No Claims Bonus. In order to be valid these documents need to show the number of years of No Claims Bonus, the expiry date of the policy they are from, the policy number and to be on company headed paper showing the name of the insurer. If you do not provide proof, your discount may be removed and an additional premium could be added to your account.

    If you are driving in Great Britain (GB) on a licence issued in a European Community/European Economic Area (EC/EEA) country, we will not be able to validate your details using the Share My Licence system.

    Instead you will only need to send us copies of the front and back of the photo card driving licence for each named driver on your policy.

    More information on driving in GB on a foreign licence.

    We would require written proof from your insurer at the time of the claim to confirm it was settled as notification only.

    To receive your proof of No Claims Bonus from One Call Insurance your policy must be inactive and you must have no outstanding balance owed on your account.

    To request proof of No Claims Bonus, please contact one of our live chat agents - we are open 8am to 8pm, 7 days a week.

    Policy Changes

    To make a change on your policy such as a change of vehicle, change of address, adding an additional driver or adding business use please contact us via Live Chat, open 8am – 8pm 7 days a week.

    The direct debit date can be changed at no cost, however the change can only be made once the first payment has cleared and the account is up to date. There must also be 7 clear days either side of a payment.

    Payments

    Close Brothers Premium Finance are the Direct Debit provider for One Call.

    If your direct debit has been funded by Close Brothers Premium Finance any payments made will show One Call on your bank account but their name will appear on letters they send to you relating to your Direct Debit.

    Due to the process involved, our finance providers apply an administration fee which covers the administration involved in bringing the payment up to date. Details of your finance providers fees will be outlined in your direct debit agreement sent by them.

    Provided the agreement is still running you can either ring your finance provider directly to make payment, ring One Call to make a payment to us over the phone and we will forward the payment to your finance provider or alternatively you can visit our Payments page to make payment online or find the contact details for your finance provider.

    Renewals

    A renewal pack will be posted to you at least 21 days before your policy is due for renewal.

    This quotation will be based on the information you provided to us previously and will contain your renewal confirmation and include the cost of renewing your policy.

    It is your responsibility to let us know about any change in circumstance, as any changes could affect the policy terms or premium.

    All annual policies will automatically renew unless we make you aware otherwise. If you wish to stop your policy from automatically renewing, please call on 01302 554010 for motor insurance and 01302 554013 for household insurance. Please note if you call within 5 days of the renewal date the payment details for the renewal may have already been processed as shown below.

    If you are paying for your insurance by Direct Debit we will automatically renew your policy and issue confirmation via email along with your new insurance documents, approximately 5 days before your renewal date. Your Direct Debit collections will continue on the same date as you have previously paid.

    If you are paying in full by credit/debit card, where we hold valid details we will debit the account from which you paid for the original policy with the full amount of your renewal premium up to 5 days before your renewal date. Please refer to our Information Booklet for full Terms and Conditions.

    If we do not hold valid Direct Debit or debit/credit card details you will need to contact us prior to the renewal date on 01302 554010 for motor insurance and 01302 554013 for household insurance. Alternatively to save time calling you can arrange your renewal by speaking to one of our Live Chat agents.

    Claims

    If you are involved in an accident or your vehicle is damaged, stolen or vandalised you will need to call our Claims department on 01302 568737. Please note it is a requirement to promptly report all incidents even if you do not wish to claim for your own damage, as it may cause difficulties if a claim is reported at a later date.

    You must stop if you are involved in any incident. If you own the vehicle, you must give your name, address and insurance details to anyone who has a good reason for asking.

    If you do not own the vehicle, you must give the owner's name and address and the registration number of the vehicle. Do not apologise or admit fault.

    Please collect the following information to give to the One Call Accident Helpline as this will help us speed up your claim; full details of the other driver(s), phone number(s) and registration number(s) as this information will allow us to contact anybody else involved.

    You also need to make a note of injuries caused, witnesses, police officers and report references. We will then provide you with the support and information you will need to get your vehicle back on the road as quickly and safely as possible.

    You can claim on your policy if your vehicle is hit by an uninsured or unknown driver providing you have a comprehensive policy.

    This will affect your NCB unless we can claim our costs back from the Motor Insurance Bureau. Please call our Claims department for more information on 01302 568737.

    This varies depending on your insurer. Typically 14 days notice is given for you to replace the vehicle on the current insurance, or the policy will be cancelled. Please note your policy will never be automatically cancelled from the time the vehicle is written off unless at least 7 days prior notice has been given to you that this will occur.

    If you are paying by Direct Debit or another payment plan and have only paid a proportion of the premium then you will be required to pay the full amount outstanding.

    If the premium was paid in full, no refund will be given.

    When representing you we will do our very best to persuade the other driver, or their insurer, that the accident was their fault, so long as the evidence or circumstances support this. This is done by presenting them with all the evidence that you have provided us with and that we have gathered.

    We will always act to defend your position, but if the evidence does not fully support either driver's version of the incident, everybody involved may have to take some responsibility. In this instance we will negotiate the best possible settlement with the other driver.

    Home Insurance

    At present home security checks are not considered by insurers when calculating your premium. However, at One Call we will be encouraging our panel of insurers to consider homes that have had a security check to be a potentially safer risk, so it may result in premiums reducing in the future.

    You can specify an item on your policy at inception or if your policy has already come into effect then please speak to one of our Live Chat agents with this request.

    If you have specified an item that is of high value on your home insurance, you need to provide a valuation or a receipt of that item for proof of value.

    In the event of a claim, you should contact us, One Call Insurance. Our dedicated claims team are available 24 hours a day, 365 days a year on 01302 568737.