Contents:

These FAQs cover Van Insurance policies which were purchased and arranged directly from Zenith Insurance. If you purchased your policy through a broker you will need to contact them directly with any queries, as these FAQs may not be relevant to your policy.

If the FAQs below do not answer your questions please do not hesitate to contact our customer service advisors and they will be more than happy to help you.

Online Account

How do I register for my online account?

As soon as you have purchased your policy an email will be sent with a link to register your online account.

If you buy your policy over the phone you will be sent an email explaining how to set up your online account.

What changes can I make using my online account?

Click here to view the changes you can make. 

If you are not sure or would prefer to speak to someone then an experienced Customer Service Advisor will be pleased to make the change for you over the phone. 

How long does it take for my documents to be available?

Your documents will be available on your online account immediately after purchasing your policy, or making amendments.

If your documents are not available please call Customer Services so they can sort this out for you. 

What if I have a problem with my online account?

Firstly check you have Adobe Reader Software installed on your computer. If you still have problems a Customer Service Advisor will be pleased to help you over the phone.

Documents

How do I get my policy documents?

You can view and print your policy documents online by logging into your secure online account.

Alternatively, a Customer Service Advisor will be pleased to post these to you on request. Please note this service is subject to an administration fee.

How do I print my documents online?

Once you have registered your online account you will be asked to log in and be presented with a list of options which will take you to your documents.

Click here to find out how to register your online account.

What is the quickest way to get my documents?

You can view and print your documents anytime by logging into your online account.

How long do you take to post my documents?

Once Customer Services have processed the request for you by phone, the documents will usually be dispatched by 1st class post within 24 hours.

Can I view the policy cover before I buy?

A sample policy wording is available online which sets out the full policy cover and all terms and conditions.

What optional extras are available?

For details on all of our additional products please see our optional extras page.

Claims

How do I notify a claim?

The Claims Helpline is available 24/7 as the most important thing is to call as soon as possible to get your claim moving straight away. Don’t worry, if some information is missing you can always provide that later.

What information will I need when notifying a claim?

A Claims Advisor will run through what happened and it would be helpful to have the following to hand:

  • Your policy number
  • Details of the incident
  • Description of damage to your van or any other vehicle involved
  • Whether the van(s) is drivable
  • The current location of your van
  • Details of any other person(s) including passengers involved
  • Details of any injuries to you or any other persons 
  • If the police were involved and any crime reference number
  • Details of any witnesses

If you don’t have all of the above still call as soon as possible and you can provide any remaining information later.

What happens after my claim is notified?

Once you have provided all the information about the claim:

  • Your policy will be looked at to validate the claim
  • Any excess you’ll have to pay will be confirmed
  • Your van will be booked into one of our Approved Repairers
  • Once at our Approved Repairer they will assess the damage, there is no need for estimates as they will sort everything. As soon as repairs are authorised work can begin.
  • The insurer of any other vehicle involved will be identified and contacted on your behalf.
  • If you are not at fault a solicitor will be appointed to help you recover any losses that are not insured by your van policy e.g. your excess, out of pocket expenses etc.

What if I need to talk to someone about my claim?

Once your claim is notified a claims advisor will be appointed and their contact details will be included in the claims notification documents sent to you. It’s not a problem if you don’t have this to hand; click here to access the existing claims helpline.

If the claim is not my fault, how can I recover my costs?

If you are not at fault a solicitor will be appointed to help you recover any losses that are not insured by your van policy e.g. your excess, out of pocket expenses etc. 

What happens if my van is a write off?

If your van is beyond economical repair a team of engineers will calculate a valuation using the latest motor trade guides and make you an offer. 

  • Your excess and any outstanding premium due under the policy will be offset against any final offer.
  • For any claim that was your fault, you will be liable to pay any balance due on your full annual premium (including any fees).
  • Payment of a total loss claim will be made by cheque once you have accepted the offer.

What happens if my van is stolen?

After you have reported the theft to the Police make sure you obtain a crime reference number. The next stage is to get in touch as soon as possible by calling the Claims Helpline.

A claims advisor will take the basic details along with your crime reference number and your claim will then be handled by a specialist claims advisor who will arrange a convenient time to discuss your claim in more detail.

Will I get a courtesy van?

Keeping you on the road is our priority and our Approved Repairers will help keep you on the road with a free courtesy vehicle. It may not be possible for this to be a van, but subject to availability and comprehensive cover only, our aim is to keep you mobile so they may supply a car as an alternative.

If you have purchased Guaranteed Replacement Van cover you will be entitled to a hire van whilst your vehicle is being repaired. Either way the options can be discussed when you call to report your claim. To find out more about our Guaranteed Replacement Van Cover click here.

Will my No Claims Discount be affected if I make a windscreen claim?

Windscreen and window glass claims do not affect your No Claims Discount. 

How do I pay my excess?

The excess is the total amount you are responsible for paying towards damage to your van and will be payable to the repairer on collection.

The excess amount payable by you is detailed on your Policy Schedule. You can view and print your policy documents online by logging into your secure online account.

Renewals

When will I receive my renewal invitation?

Details of your policy renewal will be emailed to you at least 21 days before your renewal date. If you would like to call to discuss your policy please contact the Renewal Helpline.

How do I renew my policy?

Your renewal invitation will explain whether you need to take any action to renew your cover as this will depend whether your policy:

  • was set up to automatically renew, in which case you don’t need to take any action.
  • requires you to accept our renewal terms which can be done by calling the Renewal Helpline.

If you have any queries relating to your renewal please call the Renewal Helpline and a Customer Service Advisor will be happy to help. 

Cancellation

How do I cancel my policy?

You can cancel your policy anytime by calling Customer Services but you should be aware in most cases this will be subject to a cancellation charge.

Will I get a refund if my policy is cancelled?

Whether a refund is allowable under our policy will depend on whether:

  • any claim has been made under the policy, and
  • there is any outstanding premium due to us for the cover that has been provided, and
  • there is any remaining balance after application of any cancellation charge.

Customer Service Advisor will confirm any amount to you after processing the cancellation. 

What if I change my mind after buying my policy?

You have a 14 day ‘cooling off period’ when buying a policy which means you have two weeks from the start date of the policy to change your mind. If you decide to cancel the policy, provided there have been no claims under the policy a refund will be calculated taking account of:

  • a charge for the period for which we have provided cover.
  • an early cancellation charge (which is lower than the normal cancellation charge). 

Is there a cancellation fee?

A charge is made if you cancel your policy and the amount will depend on how long the policy has been in force. Click here to view cancellation charges.

Amendments

How do I amend my policy?

Most changes to your policy can be done online by logging into your online account. Alternatively you can call to speak to Customer Services who will make any changes for you.

Is there any charge to amend my policy?

Changing your policy is usually subject to an administration fee, for information on administration fees and charges please click here.

How many drivers can I have on my policy?

You can insure up to four named drivers on your policy in addition to yourself.

Can I make temporary changes to my policy?

Some temporary changes are possible and for more details please contact Customer Services.

No Claims Discount

What is No Claims Discount?

For every year that you are claim free under your policy, you will earn a year’s No Claims Discount which will be applied to your renewal premium.

As the discount varies from insurer to insurer your No Claims Discount is referred to as how many claim free years you have which can then be translated into the individual insurers discount scale. 

Can I use my No Claims Discount from my previous insurer?

Your No Claims Discount is portable from another insurer subject to them confirming the number of claim free years you have earned. 

What proof of No Claims Discount do I need to provide?

When you purchase your policy you will be asked to provide either of the following showing the number of claim free years you are entitled to:

  • A renewal notice from your previous insurer stating the expiry date of the policy.
  • A No Claims Discount letter from your previous insurer confirming the expiry or cancellation date of the policy.

Shortly after taking the policy out you will be contacted to advise whether you need to provide the above, this must be received within 14 days.

For details of where to send your proof of no claims discount please see your policy documents, which can be found in your secure online account.

If you are having any trouble sending this to us please call Customer Services straight away so we can help.

How long is No Claims Discount valid for?

As long as you use your No Claims Discount on a policy within two years of the previous policy expiring or being cancelled this will still be valid. 

Can I use my No Claims Discount on a second vehicle?

Your No Claims Discount can only be used on one vehicle at a time. If you have more than one vehicle you will need to build up your no claims discount on both separately. 

Can I use No Claims Discount earned outside the UK?

We can only accept No Claims Discount that you have earned whilst driving in the UK. 

What can I do if I have been insured under a company policy?

Whist you will not officially have earned any No Claims Discount under a company policy (e.g. company van) however if your employer provides you with a letter confirming how many years you have been insured claim free we will allow you to use this as a No Claims Discount under your own policy. 

Payments

What should I do if I can’t make a payment?

If you are unable to make a payment for any reason, please contact Customer Services immediately.

What is a Fixed Sum Loan Agreement?

If you chose to pay monthly, you will be sent a Fixed Sum Loan Agreement (required under the Consumer Credit Act 1974) which is a loan contract that must be signed by you which is a legally binding agreement for you to pay the monthly premiums.

The Fixed Sum Loan Agreement must be signed and returned within 14 days of the start of the loan.
For details of where to return your Fixed Sum Loan Agreement please see your policy documents, which can be found in your secure online account.

If you are having any trouble sending this to us please call Customer Services straight away so they can help. 

General

Am I covered for my tools?

Whilst the policy does not cover your tools as standard, you can choose to add either £1,000 or £5,000 cover for tools belonging to you and for which you are responsible, when lost, destroyed or damaged whilst being loaded upon, carried by, temporarily housed on or being unloaded from your van. A £100 excess fee applies, but claims will not affect your No Claims Discount.

Click here to view full Terms and Conditions.

Am I covered for goods in transit?

We cannot provide cover for the carrying of any goods for hire or reward under this policy.

Am I covered for my personal belongings?

You can claim up to £100 for your personal belongings if they are lost or damaged because of any accident, fire or theft (comprehensive cover only).

Can I use my van abroad?

We provide Third Party Only cover for social, domestic and pleasure automatically for up to 30 days, in one annual period of insurance cover, within the EU.

Third Party only does not include cover for loss of or damage to your own vehicle, however, your policy can be upgraded to provide the same level of cover that you have in the UK (e.g. Fully Comprehensive), whilst driving in the EU, and also Andorra, the Channel Islands, Croatia, Gibraltar, Iceland, Liechtenstein, Monaco, Norway, San Marino and Switzerland.

If you will be taking your van outside the UK for a period of more than 30 consecutive days, would like to upgrade your cover or you are intending to use your van outside of the EU, please call one of our Customer Service Advisors.

How do I make a complaint?

At Zenith Insurance we are committed to delivering a first class level of service to all customers. However, we accept that things can occasionally go wrong and should you feel that you need to make a complaint, in the first instance please call Complaints Team and they will do everything possible to make sure your complaint is dealt with quickly and fairly.

Alternatively you can email complaints@zenith-insurance.co.uk

When you get in touch you will need to provide:

  • Your policy number and/or claim number
  • An outline of your complaint
  • A contact telephone number

Every effort will be made to resolve your complaint straight away. If this is not possible, or further investigation is required you can expect the following:

  • Acknowledgement of your complaint in writing within 5 business days of receipt. This will state who is handling your complaint.
  • The aim is to resolve your complaint within 4 weeks of receipt, by sending you a final response letter. However, if we are unable to resolve your complain within this time period, you will be advised of progress. 
  • The goal is to ensure that you receive a final response within 8 weeks of receipt of your complaint. If we are still unable to provide you with a final response at this stage, we will write to you explaining why, and advise you when you can expect a final response. 

If you are dissatisfied with the way your complaint has been handled, you can use the Online Dispute Resolution Platform (ODR) to submit your complaint for an independent assessment.

For more information on our Complaints Handling Procedure, please click here

If I am unhappy can I refer my complaint to the Financial Ombudsman Service?

You may initially go directly to the Finanical Ombudsman Service with your complaint, but the Ombudsman will only review your complaint at this stage with our consent. However, we are still required to follow the procedure as stated under 'How do I make a complaint?'

If you are unhappy with the decision made, or if you have not received a final response within 8 weeks, you may refer your complaint to the Financial Ombudsman Service (FOS). Please note that if you wish to refer your complaint to the FOS this must be done within 6 months of the final response letter. You may only refer to the Financial Ombudsman Service beyond this time limit if we have provided our consent. 

Address:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone:
0800 023 4567

*calls to this number are free

Email:
complaint.info@financial-ombudsman.org.uk

The Financial Ombudsman Service will consider your complaint totally impartially and we are bound by their decision.

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