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	Q1. Will I be charged for cancelling my policy? view answer Your insurance policy is a twelve month contract, but you are entitled to cancel it at any point. If you cancel within the 14 day cooling off period you will be charged a pro-rata time on risk charge and a £20 administration fee. If you cancel outside the first 14 days you will be charged a pro-rata cancellation and a £65 administration fee. If you pay for your insurance by direct debit, you may owe us some money depending on at what point in the month you cancel your policy. All return premiums are subject to having no fault claims. Q2. I have not heard of you before, how long have ChaucerDirect been trading for? view answer ChaucerDirect is a trading name of Chaucer Insurance Services Limited (an FSA registered insurance intermediary) and a wholly owned subsidiary of Chaucer Syndicates Limited – part of Chaucer Holdings PLC, a publicly listed company - which trades at Lloyd’s of London. The Chaucer group is long-established with roots tracing back to 1922 and has been providing motor insurance through brokers since 1964. Q3. Can I use my No Claims Bonus on more than one vehicle? view answer No, you can only use your earned No Claims Bonus on one car at a time, however we may (subject to terms and conditions) be able to give you an introductory discount if you start insuring a second car and you have built up No Claims Bonus on your first car. Q4. What types of No Claims Bonus are acceptable? view answer We will accept No Claims Bonus that has been earned in the UK on a Private Car or Commercial Vehicle policy. We will not accept No Claims Bonus where your policy expired more than two years ago. Q5. What happens if I do not provide documentary evidence of my No Claims Bonus? view answer Your No Claims Bonus discount will be removed and an additional premium may be charged to the card that was used at inception, or if the risk becomes unacceptable your policy will be cancelled. Q6. Is your call centre UK based? view answer Yes, our call centre is based in the UK. Our sales advisors are available to assist you from 8am to 8pm Monday to Friday and 10am to 4pm on weekends and bank holidays. We are open every day except Christmas day. Q7. What claims are relevant to my quotation and my policy? view answer We need to know about all claims that have occurred in the past 3 years for any driver that is on the policy. These are relevant to your quotation, regardless of who was at fault. Q8. What happens if I forget (or intentionally avoid) to declare a previous claim? view answer In common with other insurers, Chaucer Insurance will pass information to the Claims Underwriting Exchange (CUE), run by Insurance Database Services Ltd (IDSL) and the Motor Insurers Anti Fraud Register (MIAFTR), run by the Association of British Insurers (ABI). Your insurer will refer to these registers to help check the information you have provided. Q9. What happens if a search of the CUE or MIAFTR register(s) show undisclosed claim(s)? view answer If an additional premium is required it will be charged to the credit / debit card used to purchase the policy. If your policy becomes unacceptable as a result of the undisclosed claim(s) it will be cancelled. Q10. Do I have to continue paying my instalments if my car is declared a total loss? view answer In the event that your vehicle is deemed uneconomical to repair, and the loss is covered by our policy, we will require you to pay the balance of your premium before we settle your claim. We have the right to take any premium you owe from the amount of the claim. Q11. What is a voluntary excess? view answer A voluntary excess is an option on our policy to decrease your premium by increasing the total excess payable in the event of a claim. A voluntary excess is in addition to the compulsory excess we apply to your policy based on your quote details. Q12. Do I get a courtesy car in the event of a claim? view answer If you have a comprehensive policy and agree to use one of our approved repairers, you may be entitled to a courtesy car for the duration of the repair. This is subject to availability of the courtesy car at the repairer and whether your car can be repaired. We will not provide a courtesy car if you car is stolen, or if we decide it is a total loss (although for a small additional fee we can guarantee you a courtesy car in the event of a theft). Q13. Does my premium increase if I pay by monthly instalments? view answer Your insurance premium does not change but you will incur interest charges if you pay by this method. The APR charged is 24.9%. Q14. How many years no claims bonus will I lose if I have a fault claim? view answer You will lose two years no claims bonus for a fault claim (this includes fire and theft claims) and you will not earn any bonus for the year you are currently in. For example if you have 3 years no claims bonus and you have a fault claim you will be reduced to 1 years no claims bonus at renewal. Q15. Am I covered on a comprehensive basis while abroad? view answer We will extend your insurance cover for any EU country, Croatia, Iceland, Lichtenstein, Norway and Switzerland for up to 90 days in any one insurance year. It will provide the same cover that your policy entitles you to in the UK, but for social domestic and pleasure use only. You must advise us each time you take your car outside the UK. If you go over the 90 days without our permission, your cover will be reduced to the minimum level required in the UK or in the particular country you are visiting. Q16. If my circumstances change during the policy, do I have to tell you immediately or is it ok to notify you at renewal? view answer You will need to notify us of any changes to your circumstances as soon as they happen. By doing this we can keep your details up to date and provide you with an accurate renewal premium. Q17. I have broken my arm. Am I still covered to drive my car? view answer Whether a medical condition or injury affects your insurance is down to the discretion of your doctor. If you are unsure you should consult your doctor. Q18. What does no claims bonus protection mean? view answer If you currently have 4 or more years no claim bonus, you can choose to protect your bonus for a small additional charge. This allows you to have up to 2 fault claims in a five year period without your no claims bonus being reduced. Q19. Can I teach someone to drive in my car? view answer You can teach someone to drive in your car providing they are named on your policy. You must be present in the vehicle at all times, hold a current UK drivers licence for at least 3 years and be over the age of 21. Q20. Does my policy include breakdown cover? view answer Your policy does not automatically include breakdown cover, however we can provide this additional cover through a company called Call Assist. There are three levels of cover starting at £31.50 for a basic cover, £63.00 to include home start and £84.00 to extend the cover into the EU. Full details can be obtained from our sales team. Q21. Do ChaucerDirect cover imported vehicles? view answer ChaucerDirect does cover some imported vehicles from Japan and Europe. Please ensure that the relevant question regarding imported vehicles is answered accurately on the ‘Your Car’ page of our website. Q22. Can I lower my initial deposit payment and increase my monthly instalments? view answer Unfortunately you can not change the first payment. It is set at 25% of the annual premium or to a minimum of £70.
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