Frequently asked questions

If you have any unanswered queries about our car insurance, please look through the questions below. The answers appear when you click on them.

If, however, you still have a query please don’t hesitate to contact us.

Car insurance

• What is the difference between the Car Solutions car insurance and the Basic Comprehensive car insurance? »
• I am not sure of the exact date I passed my driving test. Does this mean I cannot get a quote? »
• I am trying to obtain a quote for my car but your database does not recognise the make and model. »
• What is Insurance Excess? »
• Am I covered to drive abroad? »
• Do I need a Green Card to go abroad? »
• How do I go about making a claim? »
• Do all customers get the booklet as stated? »
• Who repairs my car? »
• Will I get a courtesy car? »

For Home Insurance FAQ’s click here »
For Zurich Insurance website FAQ’s click here »

What is the difference between the Car Solutions car insurance and the Basic Comprehensive car insurance?

We’ve prepared a table allowing you to compare the differences between our two Comprehensive car insurance policies. Just click here.

I am not sure of the exact date I passed my driving test. Does this mean I cannot get a quote?

Year and month will be sufficient to get a quotation, but if you look on the back of the plastic section of your driving licence, the date in section 10, entitled ‘From’ is the date you passed your test.

I am trying to obtain a quote for my car but your database does not recognise the make and model.

Input of your registration number should normally identify your car. However you can input the make and model details and press the 'Search' button to return your car selection. If the car description is not listed, please contact our Internet team on 0845 300 2662 and they will be able to assist with your enquiry.

What is Insurance Excess?

Excess is the first part of each and every claim that you are required to pay.

Your excess may vary depending on the type of claim, the driver or if your policy carries a voluntary excess in addition to any compulsory excess within the policy.

Young/Inexperienced Drivers Excesses

If your car is damaged whilst being driven by an inexperienced or young driver, the following amounts of excess apply:

• 17 to 20 years of age - £250
• 21 to 24 years of age - £200
• 25 years of age and over, and is either a provisional licence holder, or has not held a full private car driving licence issued in the United Kingdom for one year - £100.

These excess amounts apply in addition to the compulsory excess shown on your schedule, plus any voluntary excess also shown on your schedule.

Compulsory Excess

As shown on your policy schedule.

Voluntary Excess

This is an excess that you choose to have and for which a saving in the annual figure you pay is given.

Malicious Damage

If your car sustains malicious damage while not being driven an excess amount of £100 will apply. Otherwise the excesses above will apply.

Fire and Theft

If your car is lost or damaged as a result of malicious fire, theft, attempted theft or when taken without lawful authority, an excess amount of £100 will apply unless at the time of such loss or damage your car was parked in a locked garage.

Glass

Where damage is limited to glass in the windscreen, windows or sunroof (or any scratching of bodywork resulting directly from a breakage), the following excesses apply:

Solutions - £50 if the glass is replaced by Autoglass, or £80 if the glass is not replaced by Autoglass.

Where the glass is repaired no excess will apply.

Basic Comprehensive - £100.

Replacement Locks

This cover is for Car Solutions only. In the event of accidental loss or theft of keys to your car, we will pay for the replacement of the relevant lock(s) of your car, up to an amount of £350 in total per claim. This amount is subject to a £100 excess.

Am I covered to drive abroad?

This cover is for Car Solutions only. If you have a Basic Comprehensive policy, then you must contact us first on 0800 0966 233 or your broker. You will be covered to use the insured car in any of the countries listed below, for trips up to a maximum of 60 days. If your trip is for longer than 60 days you need to contact us first.

We can also offer cover for Andorra, Romania, Turkey (European). However, you will need to give 21 days notice, you will require a Green Card and there will also be a charge for this cover. If you do require this cover, call us on 0800 0966 233, or contact your broker and you will be advised of the charges and how to get a Green Card.

We will not be able to provide cover for any country that is not listed above.

Do I need a Green Card to go abroad?

It is no longer a legal requirement to have a Green Card for the European Union when you're travelling abroad. However if you are travelling to Andorra, Romania or Turkey (European) you will require a Green Card and you will need to contact us on 0800 0966 233, or your broker.

How do I go about making a claim?

We have a 24 hour, 365 days a year Claims Helpline. The telephone number is 0870 010 8899.

Do all customers get the booklet as stated?

All the details on making a claim are in your Car Solutions Zuricare Motoring Assistance booklet, which you will have received with your new business documents. If you do not have a copy of this booklet, call us on 0800 0966 233, or contact your broker, and ask for a copy.

This booklet also has a claim form in the back for you to complete, should the need arise.

Who repairs my car?

One of our approved repairers will repair your car. These repairers have been appointed by Zurich to provide you with excellent customer service and quality repairs to your car. You will also receive a 3 year guarantee on all accident repair work from the repairer.

Will I get a courtesy car?

If you have a Car Solutions Comprehensive policy and you have an accident that leaves your car immobile, your car will be taken to one of our approved repairers and they will arrange to supply a courtesy car to you at the earliest opportunity.

If your car is mobile, convenient arrangements will be made for the repair, and a car will be provided for the duration of those repairs. Your courtesy car will be a group A vehicle, for example a Citroën Saxo with a manual gearbox.

If your vehicle is deemed to be a total loss by a Zurich engineer, you may retain the courtesy car for 4 days from the date it was supplied to you. Hire beyond this point is available at a preferential daily rate.

The courtesy car will be covered under your own policy while you have it, so the same terms and conditions apply, but you will not be able to take it abroad.

If your car is stolen and not recovered, or is destroyed by (say) fire, we are unable to provide a courtesy car. This will also be the case should you choose to take your car to a repairer of your own choice, rather than one of our approved repairers.

There is no courtesy car if your cover is Basic Comprehensive or Third Party Fire and Theft.