How can we help?

Once you purchase your policy, we’ll send you an email confirming your purchase. Before your documents become available, your policy must pass our validation checks.

As soon as your policy has been successfully validated, we’ll send you another email confirming that your account is ready. All you will need to do is simply click the link in the email and create a password for your account.

Please note: All emails will be sent to the email address provided when you completed your insurance application

If you’re experiencing difficulty logging into your account, you can log into the customer portal securely without your password on the log in page.

All you will need to do is enter the email address and date of birth linked to your account. We’ll send a secure link to your email that logs you straight in.

If you still have difficulty with this, please contact us via live chat and we will be able to assist you.

If a direct debit is due within 5 days of your cancellation date, it may still be collected. As your policy is not a rolling monthly agreement, this payment forms part of your finance repayment plan and will be included when calculating your final cancellation balance

Your policy will come with Basic Home Emergency Cover. This typically providees up to 3 call-outs per year, with a limit of £250 per claim and a £25 call-out fee per visit.

We also offer a range of enhanced Home Emergency options, which may include:

• Higher claim limits
• No call-out fees
• Boiler cover
• Additional emergency assistance benefits

To discuss the options available and find the level of cover that’s right for you, please contact our Live Chat team.

If you have a private car policy this is generally covered however to confirm this you can check on your insurance certificatee, These can be located in the customer portal.

Once logged in, click the ‘manage this policy’ button, scroll down to the ‘your policy documents’ section and select the certificatee of insurance.

The details of the driving other cars information can be found in section 6 paragraph 2. If you have a commercial vehicle policy, this would be excluded

Yes, you get 90 days fully comprehensive cover while driving in the EU. For a full list of countries you are covered to drive in, please view the One insurance policy booklet on the One Call Insurance website. You will find this under the foreign use section. You don’t require a green card & you don’t need to inform us of this

Not necessarily, as your home insurance will only cover your gadgets should something happen to them at home. Plus, depending on your underwriter, they may not be covered for as much as you like.

To ensure your gadgets – such as your phone, air pods or tablet, are fully covered (including accidental damage outside the home) you may need to purchase our gadget cover. You can do this via the customer portal.

This will depend on your insurance and the type of policy you have. In many cases, you can add an additional driver to your policy for a short period, provideed they meet the insurer’s acceptance criteria.

You may cancel your cover at any time during your policy period for any given reason, however you will be subject to cancellation/admin fees at the time of cancel.

Yes. If you decide not to renew your policy, please contact us before your renewal date using the telephone number provided in your renewal invitation or via live chat.

If your policy has already renewed, you have 14 days from the renewal date to cancel. Cancellation charges and any premium due for the time you have been covered may apply. Please contact us and we’ll explain any charges before processing your cancellation.

Yes. You can ask your bank or card provideer to stop any future CPA payments, and they must do this for you.

However: Cancelling a CPA with your bank only stops the payment — it does not cancel or lapse your policy. You must also contact us so we can update your policy status.

Yes. Simply log in to the customer portal and select ‘View My Renewal’.

From there, you can:

• Update your payment card if your existing card has expired.
• Add a new payment card.
• Change from paying annually to paying monthly (where available).
• Review and update your renewal payment details before your policy renews.

Once you’ve made your changes, you’ll be able to review and confirm your updated renewal details all within the portal.

If you’d like to move your Direct Debit instalment to a more suitable date, you can do this through the customer portal or directly with an agent.

There is no charge for changing your payment date. However, any outstanding arrears must be cleared before the new payment date can be applied.

Please note that changing your payment date does not replace or override any cancellation notice that may have been issued due to missed payments. If your account remains in arrears, your policy could still be cancelled in line with the terms of your agreement.

Yes. If you’re paying by Direct Debit, you can change your payment date through the customer portal.
To do this:

1. Log in to the customer portal.
2. Select the relevant policy.
3. Go to Policy Details.
4. Select Manage Your Direct Debit.
5. Choose Change Payment Date and follow the on-screen instructions.

Please note: You can only change your payment date after the first Direct Debit has been collected following a new policy start or renewal. Payment dates cannot be changed if a payment is already being processed. Any outstanding arrears must be cleared before a payment date change can be applied. You can select a payment date between the 1st and 28th of the month.

Yes. Simply log in to the Customer Portal and navigate to the ‘My Account’ section, where you can update your email address.

If you’re unable to log in because the email address on your account is incorrect or no longer accessible, please contact our team via Live Chat and we’ll be happy to help update your details.

In most cases, you can drive abroad, but the level of cover provideed can vary between insurers and destinations. Before travelling, check your policy documents and Insurance Product Information Document (IPID) to confirm what cover applies and whether any restrictions apply.

If you’re travelling in the EU, you do not need a Green Card.

Yes, cover is typically provideed for driving in Northern Ireland, the Channel Islands and the Isle of Man. However, cover can vary between insurers, so we recommend checking your Insurance Product Information Document (IPID) and policy documents for full details of the cover available under your policy

In order to find out if you have cover for driving other cars, please refer to your policy documents These can be located in the customer portal.

Once logged in, click the ‘manage this policy’ button, scroll down to the ‘your policy documents’ section and select the certificate of insurance.

The details of the driving other cars information can be found in section 6 paragraph 2.

Yes. We offer a multi-car policy that allows you to add a second, third, or fourth vehicle, subject to eligibility criteria and acceptance.

You can check whether your policy is eligible through the Customer Portal or by contacting our team via Live Chat or telephone.

Yes. Most home insurance policies cover your personal belongings as standard. However, items above a certain value (typically £1,500, depending on the insurer) may need to be declared individually to ensure they are fully covered. This is known as specifying an item.

You can specify an item when you take out your policy, or at a later date by contacting our Live Chat team. To do this, you’ll need to providee a description of the item and its value.

For higher-value items, you may also be asked to providee proof of ownership, such as a purchase receipt or professional valuation.

Yes, we can usually insure vehicles that have been declared Category S or Category N write-offs, provideed the vehicle has passed an MOT since being declared a write-off.

Please be aware that acceptance criteria may vary between insurers, and additional information may be required when obtaining a quote.

Yes, we can offer a quote to extend your policy to cover more than one vehicle, but only on a temporary, short-term basis.

Unfortunately, not all of the insurers we represent can offer temporary cover as part of the existing policy.

However, you can get temporary cover from ourselves here.

Looking to insure another vehicle long-term?
Whether it’s a Car, Van, or Bike, you can take out a separate 12-month policy by simply getting a quote online.

Yes, you can speak to one of our friendly agents on live chat or over the phone, who will be happy to help you make changes to your policy. However, we encourage you to use the customer portal wherever possible, as it’s the quickest and most convenient way to manage your policy.

By making changes through the customer portal, you’ll benefit from a £18.50 reduction in the administration fee compared to agent-assisted changes. You’ll also receive immediate confirmation that your update has been submitted, with your policy documents updated and available in your portal within 24 hours.

Not through the customer portal. Home insurance policies currently only allow certain changes to be made online, such as a change of address for customers with Buildings Cover or Buildings and Contents Cover.

If you need to make multiple changes, or the change you’re looking for isn’t available in the portal, please contact us via Live Chat.

Yes, for most motor insurance policies you can make multiple changes as part of the same amendment. For example, you may be able to update your vehicle and address, or add a driver and adjust your annual mileage at the same time. Where multiple changes are made together, your insurer will assess them as a single amendment and providee a quote showing any changes to your premium and any applicable administration fees before you confirm the update.

No. The Customer Portal currently allows you to make one change at a time.

If you need to make multiple changes to your policy in a single request, please contact us via Live Chat or by calling the Platinum team, and we’ll be happy to help

No, on the platinum policy it is direct debit only.

Yes. If you have paid for your policy using Premium Finance, you may be able to settle your finance agreement early.

To find out your outstanding balance and arrange payment, please log in to the customer portal and visit the Payments section, or contact us via Live Chat.

Yes. Simply log in to the customer portal and select ‘View My Renewal’. From there, you’ll be able to:

• View the renewal price we’ve offered.
• Review your renewal details.

Once you’ve reviewed your details and are happy with your quote, you can continue with your renewal through the portal.

Yes. Simply log in to the customer portal and select ‘View My Renewal’. From there, you’ll be able to:

• View the renewal price we’ve offered.
• Review your renewal details.
• Update your policy information.
• Obtain an updated quote based on any changes you make.

Once you’ve reviewed your details and are happy with your quote, you can continue with your renewal through the portal.

Yes. If you’d prefer paper copies of your policy documents, you can request these from us.

Your documents will be sent by post and should arrive within 7–10 working days of your request. Please note that electronic copies will continue to be available through the customer portal, where you can view and download them at any time.

You can specify items when you first take out your policy or at any time during the policy term by contacting our Live Chat team. To add an item, you’ll need to providee a description of the item and its value. If you’ve specified a high-value item on your home insurance policy, you’ll usually need to providee proof of its value. This can be in the form of a purchase receipt or a professional valuation.

If you have already specified an item, please ensure you providee any requested proof of value to help confirm that the item is covered correctly.

Yes. If you’re paying by Direct Debit, you can update your payment date and bank account details through the customer portal. This is the quickest and easiest way to manage your payments.

To make changes:

• Log in to the customer portal.
• Select the relevant policy.
• Navigate to Policy Details.
• Select Manage Your Direct Debit.
• Follow the on-screen instructions to update your payment date or bank details.

Please note: Some restrictions may apply, such as when a payment is already being processed or if there are outstanding arrears on your account.

You only need to inform us of a medical condition if the DVLA need to be informed.

If your medical professional has deemed you able to drive without having to report this to the DVLA or restrict your licence , this does not need to be added to the policy.

Most support can be provideed through our online services, including Live Chat and the Customer Portal.

We encourage customers to self-serve where possible, as managing your policy online is often quicker and more convenient than speaking with an agent.

If you need additional support, you can find all available contact options here.

No, a dash cam is not normally classed as a modification. However, any footage it captures may be used as evidence if you need to make a claim.

No. As a Platinum customer, you won’t be charged a cancellation fee. However, because payments are made one month in arrears, there may still be an outstanding payment due when you cancel your policy.

Any balance owed will relate to cover that has already been provideed but not yet paid for, rather than a cancellation charge

We’re sorry to hear that you’re going through a difficult time. We understand that dealing with insurance can be challenging, especially when you’re facing other personal circumstances.

If you need additional support, we’re here to help. Please visit our Further Support page to find information on the assistance available and how we can support you.

You can view your policy documents in the Customer Portal.

Once logged in:

• Click ‘Manage This Policy’.
• Scroll down to ‘Your Policy Documents’.
• Select the document you wish to view or download.

If you’ve requested paper copies, these will be sent by post and should arrive within 7–10 working days of your request

In the Customer Portal, go to the ‘Your Policy Documents’ section and select ‘Previous Insurance Certificates’.

From here, you can view and download copies of all previously issued insurance certificatees for your policy.

You can view your previous years documents online in the customer portal. Under my documents section. Here you can select specific years or download all.

To help avoid underinsurance, it’s important to regularly check that the amounts you’ve insured your home and belongings for are accurate and up to date.

Buildings Insurance: Make sure your buildings sum insured reflects the cost of rebuilding your home from scratch, not its market value or purchase price. You can use an online rebuild calculator, such as the BCIS Public Rebuild Calculator, to help estimate this cost. Please note these calculators provide estimates only, and One Call Insurance Services Limited is not responsible for the content, accuracy, or outcomes of third-party websites.

Contents Insurance: Check that your contents sum insured is enough to replace all of your belongings as new. This includes items such as furniture, clothing, electronics, jewellery, appliances, and other household possessions.

Review Your Policy Regularly: You should review your sums insured whenever your circumstances change, particularly after:

• Home improvements, extensions, or renovations.
• Purchasing high-value items.
• Changes that increase the value of your home or belongings.

Understand Your Cover: Regularly reviewing your policy documents can help ensure your sums insured remain accurate and that you have the level of cover you need if you need to make a claim. This is a good opportunity to check that your policy still meets your current needs and circumstances.

If you’re considering cancelling your policy because your circumstances have changed, our Live Chat team may be able to help. They can discuss updates to your existing policy or providee a new quote that better suits your needs.

If you’d prefer not to speak with a member of our team, you can also cancel your policy through the online Customer Portal.

You can change your Direct Debit payment date through the customer portal.

• Log in to your account and select the relevant policy.
• Navigate to the Direct Debits & Payments section.
• Select Change Payment Date and choose your preferred date.

Please note: You can only change your payment date after the first Direct Debit has been collected following a new policy start or renewal. Payment dates cannot be changed when a payment is already being processed. New payment dates can only be selected between the 1st and 28th of the month, as not all months have 29, 30, or 31 days. Any outstanding arrears must be cleared before a payment date change can be applied.

If you make a change through the customer portal and it is successful, you’ll receive confirmation straight away. Your policy documents will then be updated and made available in your customer portal within 24 hours. We’ll also send a confirmation email to the email address registered on your account, so you can be sure your changes have been processed successfully.

In the Customer Portal, select ‘Manage This Policy’ to view your Platinum Inception Date.

The day and month shown on this date indicate when your annual renewal is due within the current calendar year, regardless of when your monthly renewal date falls.

If you’re unhappy with any aspect of our service, we encourage you to follow our complaints procedure so we can resolve the issue as quickly as possible.

The first step is to contact the relevant department via Live Chat and discuss your concerns with one of our agents. Our team is trained to providee a high standard of service and will do their best to resolve the matter promptly.

If you’re not satisfied with the outcome, your complaint can be escalated to a Team Leader or Manager for further review.

Alternatively, you can submit your complaint in writing to the relevant department or our Complaints Handling Manager at:

Freepost
PO Box 664
Doncaster
DN1 1WA

We take all complaints seriously and are committed to resolving them fairly and efficiently. We apologise for any experience that has led you to raise a complaint and will do everything we can to put things right.

If your finance agreement is still active, you can make a payment online through the Payments section of the customer portal.

The portal is available 24 hours a day, 7 days a week, allowing you to make a payment at a time that suits you.

Simply log in to your account, navigate to the Payments page, and follow the on-screen instructions to make your payment securely.

If you’ve specified a high-value item on your home insurance policy, you may be asked to providee proof of its value. This can usually be provideed in the form of a purchase receipt or a professional valuation.

The evidence should clearly show the item’s value and help confirm that it has been insured for the correct amount.

One Call acts as both your insurance broker and credit lender. The Direct Debit facility is provideed by One Call Premium Finance, and a credit agreement is created to cover your repayments.

If you choose to pay for your insurance using Premium Finance, your credit agreement will be sent to you by email. This agreement sets out the terms of your finance arrangement, including your repayment schedule and any applicable interest charges. We recommend that you read and keep a copy of this document for your records.

Your renewal price is based on a number of factors, including your policy details, claims history, changes in insurance market conditions, underwriting criteria, and any updates to your circumstances since your last renewal.

If you cancel within the 14-day cooling-off period, you’ll be charged for the time you’ve been insured (calculated by your insurer) plus a broker setup fee. This fee helps cover the cost of arranging your policy, completing required checks, setting up documentation, and other administrative work carried out when your policy starts.

If you cancel after the cooling-off period, charges may include:

• The cost of the time you’ve been insured (usually calculated on a pro-rata basis).
• Any insurer or broker fees.
• A cancellation fee.
• The cost of any additional products purchased.

If you paid in full, we’ll calculate any refund due. If you pay by Premium Finance, you may still have a balance to pay after cancellation charges have been applied.

Please note: If a claim has been made, or an outstanding claim is later settled as a fault claim, the full insurance premium may be payable and no refund may be due.

If you’re a Platinum customer, you’ll benefit from a rolling monthly policy, giving you greater flexibility and control over your insurance.

Platinum cover also includes a range of additional benefits, such as:

• Interest-free monthly payments
• Lower compulsory excess
• Reduced fees
• And other exclusive policy benefits

For full details of your cover and all benefits included with your Platinum policy, please log in to the Customer Portal and review your policy documents.

As a Platinum customer, you don’t pay a deposit when your policy starts or renews. Instead, your payments are taken one month in arrears, meaning you pay for your cover after it has been provideed.

Because of this, your monthly payment will typically be collected after your monthly renewal date, rather than on the day your cover renews.

We’re here to help. If you’d like to discuss your payments or explore the support options available to you, please don’t hesitate to get in touch.

You can find details of how to contact us on our Contact Us page, where our team will be happy to discuss your circumstances and any assistance we may be able to provide

Yes, all policies under your name will be held on our system and all of your documents can be easily accessed within the same account.

If some documents aren’t showing up in your account, please use our Live Chat service and a member of our team will be happy to look into this for you.

We would require you to upload written proof to the customer portal. This needs to be from the insurer you were with at the time of the claim, and must confirm that the claim was settled as notification only. This either needs to be a letter or PDF company headed document. Emails will not be accepted.

If you are in the process of selling your vehicle and have another vehicle to insure – did you know you are able to change your vehicle mid term?

This can sometimes work out cheaper than cancelling your insurance , saving on potential cancel costs and re insuring elsewhere.

You can get a quote to make this change in the customer portal by logging in to Customer Portal.

Alternatively you can speak to an agent who can do this for you.

If you require additional support with your policy due to a hearing or speech impairment, please visit our Accessibility Page, where you can find information about the support available and the different ways we can communicate with you. We can also provide policy documents in alternative formats where required to help meet your needs.

If you are in the process of selling your property or moving home – did you know you are able to change your address and details mid term?

We can even do this in advance if you need documents for a mortgage application.

This can sometimes work out cheaper than cancelling your insurance, saving on potential cancel costs and re insuring elsewhere. You can get a quote to make this change in the customer portal by logging in to Customer Portal.

Alternatively you can speak to an agent who can do this for you.

If you pay via monthly instalments using a premium finance provideer, this does not mean you pay for your insurance on a rolling monthly basis. Essentially, paying monthly means that you have agreed to take out a loan from the finance provideer and pay back this over a 12 mon

If you would like to enquire about insuring a second vehicle with One Call, you can get a quote online here.

If you have more than one policy with us, you won’t be able to update your address through the Customer Portal. This helps ensure that your address is updated correctly across all of your policies and that your records remain consistent.

To change your address, please contact us via Live Chat or telephone, and a member of our team will be happy to assist

Don’t worry if you’ve forgotten your password. Simply click the ‘Forgot Password’ link on the Customer Portal login page.

For security purposes, you’ll be asked to providee some verification details. Once these have been confirmed, we’ll send a password reset link to your registered email address, allowing you to create a new password and regain access to your account.

Missing a monthly payment does not automatically cancel your policy, and you will usually remain insured initially.

We will re-attempt to take payment 5 days from the initial default date. If the payment is not received on the second attempt and you do not respond to our notifications, your policy may be cancelled 7 days after the missed payment.

This can vary depending on your insurer.

In most cases, once your insurer has settled your claim and paid out for the vehicle, you will be given a period of time (typically up to 14 days) to replace the vehicle and update your policy. If a replacement vehicle is not added within this timescale, your policy may be cancelled.

Please note: Your policy will not usually be cancelled immediately when your vehicle is declared a write-off. If cancellation is required, we will providee advance notice in line with your policy terms, giving you time to make alternative arrangements or add a replacement vehicle where applicable.

If you’re unsure how a write-off affects your policy, please contact us and we’ll be happy to explain your options.

An insurance broker can help you find a competitive price by comparing policies from a range of insurers and negotiating rates on your behalf.

As well as helping you find suitable cover, brokers providee ongoing support throughout the life of your policy, including arranging changes, answering queries and assisting with policy administration.

Please be aware: Some policy changes and administrative services may be subject to a fee. These fees help cover the cost of processing changes, carrying out required checks, and maintaining your policy. Any applicable fees will be clearly explained to you before any changes are made.

As a Platinum customer, you’re on a rolling monthly policy. This means a new insurance certificatee is generated each month to reflect your current period of cover.

Each new certificatee replaces the previous one, so you should always refer to the most recent version available in the Customer Portal.

Any outstanding balance will be collected on the last working day of the month. If you’re unable to pay in full, our in-house debt recovery team may be able to arrange an affordable repayment plan based on your circumstances.

An endorsement is a special condition or change that applies to your car insurance policy. It may add, restrict, or alter your cover, or set out requirements that must be met for your insurance to remain valid.

Example: If your policy has an endorsement stating that your vehicle must be fitted with a tracking device, and it isn’t fitted or maintained as required, your insurer may refuse a theft claim.

An endorsement is an additional condition, restriction, or change that applies to your insurance policy. It can affect what is covered, what isn’t covered, or what you need to do to keep your cover valid.”

Example: If your policy has an ‘Approved Locks’ endorsement, your home must be fitted with the specified locks. If it isn’t and you make a burglary claim, your insurer may refuse to pay the claim. This example appears in your internal home insurance communications.

You can find more information on our opening times here.

If you have Buildings Cover, or Buildings and Contents Cover, you can update your address through the customer portal. This is the quickest and easiest way to manage your policy and make changes online.

For any other policy changes, such as amending your cover details or updating information that isn’t available in the portal, you’ll need to contact us via Live Chat.

You can make a range of changes to your policy through the customer portal, including updating your address, changing your vehicle, adding a driver, and more.

Logging into the customer portal is the quickest and easiest way to manage your policy and make these updates at a time that suits you.

We’re sorry for your loss.

Please contact us as soon as possible so we can discuss the policy and any next steps. If available, it would be helpful to have the following information:

• Your relationship to the deceased.
• The policy number.
• The date of death.
• Details of the executor or personal representative, if known.

Don’t worry if you don’t have all of this information — we’ll still be able to assist and guide you through the process.

If you need additional support during this difficult time, please visit our bereavement page or contact our team, who will be happy to help.

One Call isn’t an online based company however we encourage customers to manage their policy online via the customer portal. This is usually the fastest and easiest way to service your policy.
For emergency situations, including claims and breakdown assistance, as well as renewals and support for vulnerable customers, you can also contact us by telephone

Insurance is a way of protecting yourself financially against unexpected events that could result in a loss. By paying a premium, you can help cover the cost of repairing, replacing, or recovering from an insured event.

There are many different types of insurance available, designed to protect a wide range of things, from your home and vehicle to your health, travel, and personal belongings.

The most common types of insurance are motor insurance and home insurance, which help protect you from the financial impact of accidents, damage, theft, and other covered events

A cooling-off period is the period of time after purchasing your insurance policy during which you can cancel your cover if you decide it is no longer suitable for your needs.

For most insurance policies, the cooling-off period is 14 days from the date your policy starts or the date you receive your policy documents, whichever is later.

If you cancel during the cooling-off period, you may still be charged for the time you have been insured and any applicable setup or administration fees.

If you haven’t selected the 3-Year Price Fix, your policy will be reviewed annually, like a standard insurance policy. This means your premium may change at renewal based on factors such as your circumstances, claims history, or changes in the insurance market.

However, you’ll still benefit from the features included with Platinum cover, such as:

• Interest-free monthly payments
• Lower compulsory excess
• Reduced fees
• And a range of other exclusive benefits

For full details of your cover and the benefits included with your Platinum policy, please log in to the Customer Portal and review your policy documents.

If you’re planning renovations or extensions, it’s important to let us know as these changes could affect your insurance cover and the amount your home should be insured for.

Building work may increase the cost of rebuilding your property, while extensions or improvements could increase its value and the value of its contents. Failing to tell us about significant changes could affect your cover or the outcome of a claim.

If you’re considering any work to your property, please contact our Live Chat team before it begins so we can help ensure your policy remains suitable

You can update your payment details through the customer portal before your renewal date. If we’re unable to collect payment, your policy may not renew.

If you take out a lower level of cover than you need, it can affect how much you can claim for. You may only get a percentage of the money you need to replace or repair your home and contents.

You will then need to pay the remaining amount yourself.

Your bank or card provideer can refund any payment taken after the CPA was cancelled.

In some circumstances, policy changes or eligibility requirements may mean online renewal is unavailable. If this happens, please contact us and we’ll be happy to help you complete your renewal.

Once your policy has successfully passed our validation checks, we’ll send you an email confirming that your Customer Portal account is ready.

If you haven’t received this email, please check your junk or spam folders, as automated emails can sometimes be filtered by your email provideer.

All policy communications are sent to the email address provideed when you applied for your insurance. If you can’t find the email, please contact our Live Chat team, who can confirm the email address we hold on file and help you access your Customer Portal.

If you experience an error while making a change through the customer portal, first, check whether you have received a confirmation email and review your policy documents to see if the change has been applied. If you’re unsure whether the amendment was successful, please contact us via Live Chat and one of our agents will be happy to help.

To help us investigate the issue, please providee details of the error message you received and, if possible, a screenshot. This will help us resolve the problem as quickly as possible.

We’re sorry for your loss. If you’re contacting us regarding a policyholder who has passed away, it would be helpful if you have the following information available:

• Your relationship to the deceased.
• The policy number.
• The date of death.
• Details of the executor or personal representative, if known.

However, if you don’t have all of this information, please don’t worry. We can still discuss the policy and help guide you through the next steps

If you’ve chosen our 3-Year Price Fix, your premium will remain the same for up to three years, provideed there are no changes to your policy or circumstances. This gives you greater certainty over your insurance costs and protection from annual price increases during the fixed-price period.

The 3-Year Price Fix is not a three-year contract, so you’re free to cancel or switch your policy at any time, subject to your policy terms and conditions.

For full details of your cover and any additional benefits included with Platinum Price Fix, please log in to the Customer Portal and review your policy documents

A CPA allows us to take authorised payments from your debit/credit card or PayPal account.

We may use your CPA for:

• Automatic renewals
• Missed or failed payments
• Cancellation balances
• Mid-term policy changes you agree to

The exact definition of a home emergency can vary between insurers. Generally, it’s an unexpected event that makes your home unsafe, insecure, or uninhabitable, and requires immediate action to prevent further damage or risk to your health and wellbeing.

A payment default occurs when a scheduled payment is missed or cannot be collected, resulting in an overdue balance on your account.

If a payment default occurs, a £15 default fee may be applied in line with the terms of your credit agreement. Any missed payments and applicable fees will remain outstanding until they are paid.

A setup fee is a charge that helps cover the cost of arranging your insurance policy. This includes carrying out required checks, processing your application, setting up policy documents, and completing other administrative work on behalf of you and your insurer.

These costs are incurred as soon as your policy is arranged, which is why a setup fee may still apply if you cancel your policy shortly after taking it out.

Accidental damage is sudden and unexpected physical damage caused by a one-off incident. It covers everyday mishaps that aren’t caused deliberately and wouldn’t normally be covered under standard home insurance.

Examples of accidental damage include:

• Spilling paint on a carpet.
• Knocking a TV off its stand.
• Putting a foot through the loft ceiling.
• Drilling through a pipe or cable while carrying out DIY.
• Accidentally breaking a window or glass door.

An excess is the amount you are responsible for paying towards the cost of a claim. If your claim is successful, your insurer will pay the remaining amount, subject to the terms and limits of your policy.

Example: If the cost to repair your vehicle is £1,500 and your total excess is £250, you would pay the first £250 and your insurer would cover the remaining £1,250.

An excess is the amount you agree to pay towards the cost of a claim. If your claim is successful, the excess will be deducted from the settlement amount or payable by you directly to the insurer or repairer.

Example: If you make a claim for £2,000 and your policy excess is £250, you would pay the first £250 and your insurer would pay the remaining £1,750.

An Insurance Product Information Document (IPID) is a summary of your insurance policy that highlights the main features, benefits, exclusions, and limitations of your cover. It should be read alongside your policy documents for full details.

Your policy booklet contains the full terms and conditions of your insurance cover, including what’s covered, what’s excluded, how to make a claim, and any conditions you need to meet. It should be read alongside your policy schedule and IPID.

Premium finance allows you to spread the cost of your insurance premium through smaller, regular monthly payments rather than paying the full amount upfront.

The premium is funded by a finance provideer, who effectively lends you the money to pay for your insurance. You then repay the finance provideer in monthly instalments over an agreed period.

As premium finance is a credit agreement, interest is charged on the amount borrowed. This means that paying by premium finance will usually cost more overall than paying your insurance premium in full at the start of your policy. Premium finance is therefore considered an optional additional product alongside your insurance policy.

Subsidence is when the ground beneath a property sinks, causing the foundations to move. This can lead to damage such as cracks in walls, ceilings, floors, or driveways.

Subsidence can be caused by:

• Trees and shrubs drawing moisture from the soil.
• Long periods of dry weather causing the ground to shrink.
• Leaking drains or water pipes washing away soil beneath the property.
• Mining or other ground movements.

If you’re involved in a road traffic accident and your vehicle is damaged, the accident and resulting damage are the loss.

When you contact your insurer and ask them to cover the cost of repairing your vehicle, recovering your vehicle, or dealing with any third-party costs, that becomes a claim.

Example: If another driver hits your car and damages your bumper, the damage to your vehicle is the loss. When you report the incident to your insurer and ask them to help cover the repair costs, you are making a claim.

A loss is the event that causes damage, theft, injury, or financial harm.

A claim is the request you make to your insurer to ask for help with the cost of that loss.

Example: If a storm damages your roof, the damage itself is the loss. When you contact your insurer and ask them to cover the repair costs, that becomes a claim.

The difference between flooding and escape of water is where the water originates from.

Flooding occurs when water enters your home from an external source, such as an overflowing river, heavy rainfall, or a burst water main.

Escape of water occurs when water comes from within your property, such as from a burst pipe, leaking appliance, or faulty water tank.

Underinsurance happens when your home or belongings are insured for less than their true value. This means that if you need to make a claim, your insurer may not pay the full cost of repairing, replacing, or rebuilding what has been lost or damaged.

Example: If the cost to rebuild your home is £250,000 but it is insured for only £200,000, your property may be underinsured. As a result, your insurer may reduce the amount paid on a claim.

If you’re having difficulty keeping up with your payments, please contact us as soon as possible. We understand that financial circumstances can change, and we’re here to help.

Getting in touch early gives us the best opportunity to discuss your situation and explore the options available to you. Ignoring missed payments could result in arrears, additional charges, or the cancellation of your policy.

If you’re experiencing financial difficulties, please let us know so we can understand your circumstances and discuss how we may be able to assist.

If the cost of rebuilding your home has changed, it’s important to update your buildings sum insured to help ensure you have the right level of cover in place.

Changes to your rebuild cost can happen following:

• Home improvements, extensions, or renovations.
• Changes in construction or labour costs.
• A reassessment of your property’s rebuild value.

If you believe your rebuild cost has changed, please contact our Live Chat team, who can help you review your cover and update your policy if required.

A rated insurer is an insurance company that has been assessed by an independent financial rating agency, such as AM Best, Moody’s, Fitch Ratings, or Standard & Poor’s (S&P). The rating indicates the insurer’s financial strength and its ability to meet claims payments.

Generally, the higher the rating, the stronger the insurer is considered to be financially.

An unrated insurer is an insurance company that does not have an official financial strength rating. This does not necessarily mean the insurer is financially weak; they may simply choose not to obtain a rating because it can be costly and is not a legal requirement.

Your revised cover will normally take effect from the date and time the change is confirmed. Before you complete the amendment, you’ll be shown the effective date of the change so you know exactly when your updated cover will start.

Once the amendment has been processed, you’ll receive confirmation and your updated policy documents will be made available in the customer portal within 24 hours. Only once you have received your updated certificatee, will the change be effective from your requested date and time.

Once your renewal is complete, your new policy documents will be available in the customer portal. If you’ve chosen postal documents, these will also be sent to your registered address.

We’ll send your renewal invitation at least 21 days before your policy is due to renew. You’ll be able to view it in the customer portal. If you’ve opted to receive documents by post, we’ll also send a copy to your home address.

Your renewal price is based on the information we currently hold about you and your property. Before renewing, please check that your details are correct and let us know about any changes, such as a change of address, contents value, security upgrades, or building or extension work. These may affect your cover, policy terms, or premium.

We’ll send your renewal invitation at least 21 days before your policy is due to renew. This will be available in the customer portal. If you’ve chosen to receive documents by post, we’ll also send a copy to your postal address.

Your renewal premium is based on the information we currently hold about you and your policy. It’s important that you review your details and tell us about any changes to your circumstances before renewing. For example, changes to your address, vehicle, drivers, or vehicle modifications as these may affect your premium, cover, or policy terms.

If you need to update any information, you can do this in the customer portal.

Your policy documents will be available once your policy has successfully passed our validation checks and you’ve received the email confirming that the Customer Portal is ready to use.

This email will contain a link allowing you to create your password and access your account, where you can view and download your policy documents.

If you’ve requested paper copies, these will be sent by post and should arrive within 7–10 working days of your request

For annual payments, the payment will usually be taken 5 days beforee your renewal date. If you pay monthly, your new payment schedule and collection date will be detailed in your renewal documents.

You can find your proof of No Claims Bonus in the Documents section of the Customer Portal. If your policy is due for renewal, your most recent Renewal Invitation includes your No Claims Bonus proof on page 2.

If you cancelled your policy before its renewal date, proof of your No Claims Bonus will normally have been provideed with your cancellation confirmation documents.

If you’re unable to locate your proof, please contact our Live Chat team, who will be happy to assist.

If you can’t see your documents in the Customer Portal, it’s usually because your policy hasn’t yet passed our validation checks or hasn’t been fully set up for your policy start date.

If your policy has already started and your documents are still not available, please contact our Live Chat team, who will be happy to investigate this for you.

Our cancellation fee helps cover the administrative and operational costs involved in arranging, servicing, and cancelling your policy. These activities begin when your policy is set up and continue throughout its duration.

We regularly review our fees to ensure they remain fair and competitive, and the cancellation fee will never exceed the total cost of your insurance. You can view our charges here.

Your No Claims Bonus (NCB), sometimes called a No Claims Discount, is a reward for the number of years you’ve been insured and haven’t made a claim. It can reduce the cost of your insurance premium.

We will usually try to validate your NCB automatically. However, your insurer may occasionally require proof to confirm you’re entitled to the discount. If this happens, we’ll contact you.

Acceptable proof includes a recent renewal notice or a letter from your previous insurer. The document must clearly show:

• The number of years’ NCB earned.
• The expiry date of your previous policy.
• The previous policy number.
• Your insurer’s name on company-headed paper.

If you do not providee proof when requested, your NCB discount may be removed and an additional premium could be applied to your policy.

As a One Call customer, you can easily upload your proof of NCB through the Customer Portal.

Your insurance certificatee shows the premium charged by your insurer, both including and excluding Insurance Premium Tax (IPT).

However, it does not include the cost of any additional products or services you may have purchased, such as breakdown cover, home emergency cover, legal protection, or other optional extras.

As a result, the total amount you pay may be higher than the premium shown on your insurance certificate

Classic car insurance is rated differently from standard motor insurance, which is why your policy may show 0 years of No Claims Bonus (NCB).

Instead of using NCB to calculate premiums, classic car insurers typically assess factors such as the vehicle’s agreed value, condition, storage arrangements, annual mileage, and any usage restrictions.

Because NCB is not used when calculating the premium on most classic car policies, it cannot usually be protected on this type of cover. However, you will still continue to build up NCB entitlement during your policy term, which may be used on eligible motor insurance policies in the future.

The monthly start date is the date your current monthly period of cover began. This is the date your most recent monthly renewal took effect.

The monthly renewal date is the date your next monthly renewal is due and when your policy will renew for the following month, subject to the terms of your cover

Your policy may have been cancelled because we were informed of a change in circumstances that affects your insurance, because either you or your insurer requested the cancellation, or because regular payments were not received.

To find out the specific reason for your policy being cancelled, please contact a member of our team via Live Chat, who will be happy to help

Your premium may increase when you make a change to your home insurance policy because the insurer has reassessed the level of risk associated with your property or circumstances.

Changes such as updating your address, increasing your sums insured, adding optional cover, carrying out home improvements, or changing how the property is occupied can all affect the cost of your insurance.

The premium is calculated based on the information held by your insurer. If a change increases the level of risk or the amount being insured, this may result in a higher premium. In some cases, changes may reduce the level of risk and could result in a lower premium or a refund.

Your premium may increase when you make a change to your policy because the insurer has reassessed the level of risk being covered.

Changes such as updating your vehicle, address, occupation, annual mileage, or adding a driver can all affect how your premium is calculated.

The cost of your insurance is based on the information provideed to the insurer. If the change increases the level of risk, your premium may increase. In some cases, changes can reduce the level of risk and result in a lower premium or a refund.

Your renewal premium may increase due to factors such as rising insurance costs across the market, inflation, claims trends, changes to your circumstances, or updates to the insurer’s pricing criteria.

If any of your details have changed, please contact us before renewing. We’ll then provide you with an updated quotation based on the new information, so you can review your revised premium and cover before making a decision.

Your renewal price may change for a number of reasons, including increases in insurance costs across the market, inflation, claims trends, changes to your circumstances, or updates to the insurer’s pricing criteria.

If any of your details have changed, you can update them in the customer portal before renewing. We’ll then provide you with an updated quotation based on the new information, so you can review your revised premium and cover before making a decision.

In some cases, we may ask you to providee your driving licence details so we can verify your driving history. If this is required, we’ll contact you and you can submit the information through the Customer Portal.

To complete the check, we’ll usually need your driving licence number, National Insurance number, and the postcode linked to your licence. This allows us to verify your details using the DVLA’s Share My Licence service.

We do not store your National Insurance number and will only use it for validation purposes. If you’d prefer not to providee it, you can instead providee the last 8 digits of your driving licence number and a DVLA check code.

Please note: If you do not providee the required information when requested, your policy may be cancelled.

When a payment is missed or changes need to be made to your payment arrangement, our finance provideer may apply an administration fee to cover the costs of processing those changes and bringing your payments up to date.

Any applicable fees will be outlined in your credit agreement and Direct Debit documentation provideed by your finance provideer. We recommend checking these documents for a full breakdown of any charges that may apply to your account.

Yes, the portal will providee you with a quote before any changes are applied to your policy. This allows you to review any additional premium, administration fees, or adjustments that may result from the change you are making.

If you’re happy with the quote, simply follow the on-screen instructions and proceed to the next step to confirm the change. Once completed, your policy will be updated and any revised documents will be made available in your customer portal. If you decide not to proceed, your policy will remain unchanged.

No. If you’ve chosen the 3-Year Price Fix, your premium will remain the same for the duration of the fixed-price period, provideed there are no changes to your policy or circumstances.

We’ll send you reminder communications after 9 months and 21 months to keep you informed. If any of your details have changed during this time, it’s important that you let us know, as this could affect your cover and premium.

For full details of your policy and the terms of your 3-Year Price Fix, please refer to your policy documents in the Customer Portal.

It may. Changes to your policy, such as updating your vehicle, address, drivers, or personal circumstances, can affect the level of cover provideed, your premium, excess, or policy terms. You’ll be given details of any changes before you confirm the amendment.

Here at One Call, we understand that you value your privacy, which is why we keep your contact details secure and only to be used by us. We will never pass your personal information on to other companies for any marketing purposes.

If you would like to view more information on how your data will be used, please visit our privacy policy page.

All annual policies will automatically renew unless you make us aware otherwise.

If you wish to stop your policy from automatically renewing, you can opt out prior to the renewal period via the customer portal. If you are within the renewal period, you can contact our renewals team either by live chat or calling the telephone number provideed within your invite.

No, making a change to your policy will not usually affect your protected No Claims Bonus (NCB). Your protected NCB remains in place unless you choose to remove the protection or your insurer advises otherwise.

If we need any documents from you, we’ll send you an email with instructions on how to upload them through the Customer Portal.

If you’re provideing documents issued by another company, please ensure they are on company-headed paper and supplied in either PDF format or as a copy of the original letter.

You can upload requested documents using the Upload Documents section of the Customer Portal.