FAQs

We appreciate that insurance can sometimes be difficult to understand. As the experts, it's our job to make it as simple as possible.

We've taken our most frequently asked questions and put together straightforward, jargon free answers to get you the information you need right away.

If you can't find the answers you're looking for, contact us and we'll do our best to help.


I'm looking to buy a car insurance policy / I have recently bought a car insurance policy.

How do I get a quote?

You can get a quote online via our secure website.

Can I buy a policy today?

Yes, you can get a quote and buy online at any time via our secure website.


No Claims Bonus (NCB)

What is "No Claims Bonus" and do I need to provide proof?

No Claims Bonus (NCB) helps to drive down the cost of your car insurance. For every year you continuously hold insurance and don't have any claims that are classed as your fault, you may get a discount on your premium. The more years claim free that you have, the more discount you may receive.

When you get a quote, you'll be asked how many years NCB you have. If you are eligible for a discount, this will be reflected in your premium.

You will need to provide proof of your NCB. We'd like to see all pages of your latest renewal invitation or cancellation letter from your last insurer, and ask that it:

  • Be in the name of the policyholder
  • Show the number of years claim free
  • Have been earned in the last two years

What happens next?

Once you have sent us your NCB proof there is no need for you to take any action until the next time you hear from us. We will be in contact with you within five working days.

Can I use my company car No Claims Bonus?

If you've driven claim free and you and your spouse drive this car, you can benefit from a discount regardless of whether you've previously held insurance in your own name. If you have been the main driver on a company car then a letter on company headed paper from your employer can be supplied as proof. The letter will need to state the number of consecutive years you have been claim free as the main driver of the car and that the car was used for personal and business use. There cannot be a break in the period you were driving.

Where do I send my proof of No Claims Bonus?

Email
You can email you proof of NCB to docs@wiserchoice.co.uk. We will acknowledge receipt of your email within 24 hours of receiving it and confirm what happens next. Please check your spam folder and add us to your safe senders list to ensure safe delivery of future emails.

Upload
You can upload your proof of NCB using our simple form.

Post
Customer Services, Wiser Choice, Europa House, Midland Way, Thornbury, Bristol. BS35 2JX.
Please note: If you are sending your proof of No Claims Bonus by post, you will need to allow an extra five working days for us to process your policy.


I have a car insurance policy with Wiser Choice

Will my car insurance be renewed at the end of the policy?

If you pay for your insurance by Direct Debit, your policy will automatically renew. We'll write to you close to your renewal date to advise you of your renewal quote and provide you with new documentation.

If you pay for your insurance annually, you will need to contact us to arrange cover for another year.

If you don't plan to stay with us, contact us to discuss cancelling your policy.

How can I make a complaint?

Our customer complaints procedure

At Wiser Choice, our aim is to get everything right, first time, every time. If a mistake is made we aim to put it right quickly. To start the process of reporting a complaint all you need to do is phone, e-mail or write to the contact details below:

Telephone: 0344 800 4316
e-mail: customer.services@europa-group.co.uk
Write to: Wiser Choice, Europa House, Midland Way, Thornbury, Bristol, BS35 2JX

Once your complaint has been received it will be treated with the highest importance.

What happens next?

Within five working days we will:

  • Write or e-mail you to confirm that we've received your complaint
  • Try to deal with your complaint straight away, but if we need to investigate further in order to resolve the problem:

Within four weeks we aim to:

  • Give you a Final Response to the complaint, with all the reasons for the actions or decisions, along with details of the Financial Ombudsman Service; OR
  • Explain why it is not yet possible to give you a Final Response, and let you know when we will be ready to do so.

We hope that our response will never exceed eight weeks but should it do so, we will explain why it has not been possible to give you a Final Response, and let you know when we will be ready to do so. At this point we will also advise you of your rights under the Financial Ombudsman Service.

The Financial Ombudsman Service

This is a free, independent service for resolving complaints about most financial matters.*

If you're not happy with our Final Response to your complaint, or with the reasons given for any delays beyond eight weeks, you can contact the Financial Ombudsman Service using the details below:

Telephone: 0800 0234567 / 0300 123 9123
e-mail: complaint.info@financial-ombudsman.org.uk
Write to: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Any complaint referred to the Financial Ombudsman Service needs to be made within six months of the date of the Final Response. It is possible that your complaint may not be eligible for referral to the Financial Ombudsman Service. If so, one of their staff will still be able to advise you on your options, or you might prefer to seek your own professional or legal advice.

*Source: www.financial-ombudsman.org.uk

The European Commission has an online dispute resolution service for consumers who have a complaint about a product or service bought online. If you choose to submit your complaint this way it will be forwarded to the Financial Ombudsman Service.

Click here to access the Online Dispute Resolution Service. Please quote our e-mail address: customer.services@europa-group.co.uk

Alternatively, you can contact the Financial Ombudsman Service directly.


I need to make a claim.

In the event of a claim, please call 0344 800 1878 as soon as you can. The Claims Department will gather all the information required to process your claim.

If you need to make a claim on one of your Optional Extras, then call the relevant number below:

Breakdown Assistance:

0800 121 4923

Vehicle Hire:

0370 243 0151

Key Protection:

Policies with a start or renewal date on or between 01/09/16 and 31/05/17 call 0333 241 9574.

Policies with a start or renewal date on or after 01/06/17 call 0330 102 8763.

Legal Expenses:

0344 561 1878

Excess Protect:

Policies with a start or renewal date on or before 31/05/17 call 01737 815 404.

Policies with a start or renewal date on or after 01/06/17 call 0330 102 8756.

Once we have taken all the relevant information, your claim will be passed over to your insurer to process.


I've recently cancelled my car insurance policy with Wiser Choice

How do I get a copy of my proof of No Claims Bonus?

The renewal invite that we sent you about a month before your renewal date contains your proof of no claims. We will also automatically send a copy of your earned NCB to you by email shortly after your policy with us ends.

I have an outstanding balance, how do I pay it?

contact us to arrange payment.


What payment options are available?

How can I pay for my insurance? 

Annual payment
You can choose to pay for your insurance in full via debit or credit card.

By Direct Debit
You can choose to pay monthly by Direct Debit credit agreement through our third party premium finance provider, Premium Credit Limited (PCL).

PCL are authorised by the Financial Conduct Authority (FCA) to provide finance to customers in respect of insurance premiums.

Email: customer.services@pcl.co.uk
Phone: 0344 736 9836
Post: Premium Credit Limited, Ermyn House, Ermyn Way, Leatherhead, KT22 8UX

Please note: Onequote Direct is acting as a credit broker and not a lender. We only introduce you to PCL for the arrangement of Direct Debit credit agreements. You do not pay us anything for this service. Instead, you pay interest on the amount loaned to you by PCL, known as a Transaction Fee.

Transaction Fee
You will pay a Transaction Fee for each transaction added to your PCL account. You will be told which rate applies to you before you submit your application for credit. This information will also be included in your PCL Welcome Pack.

Credit Searches
When you apply to pay by Direct Debit credit agreement, PCL will search public information that credit reference agencies hold about you and use this to assess whether they will lend to you. If they decline your application, they will let you know and inform you of the credit reference agency they used.

PCL Welcome Pack
The PCL Welcome Pack contains important information about your Direct Debit credit agreement. This includes information about PCL, the terms and costs of the potential finance product and the comparable costs of the financing so you can make an informed decision about whether to proceed. Documents included in the pack are Pre-contract Explanations and your Credit Agreement which will confirm all the details of your Direct Debit credit agreement including the Annual Percentage Rate so that you can compare this with other types of lending.

Annual Percentage Rate (APR)
The APR shows all the credit-related charges that apply to your credit agreement expressed as an annual rate of charge.

Managing my Direct Debit
If you have chosen to pay for your insurance by Direct Debit, you must register online with PCL and sign your credit agreement.

To register for your online account and to find out how to sign your credit agreement, visit www.support.mypremiumcredit.com.

If you do not sign your Direct Debit credit agreement online, PCL will make a £10 charge.

Once you have registered, you can manage your account online including making changes to your payment date and bank details as well as cancelling your agreement.

Cancelling your agreement
You have a 14-day right to cancel the Direct Debit credit agreement after it has been made, which can be done via the PCL portal. For more information on how to cancel your Direct Debit credit agreement, visit www.support.mypremiumcredit.com/Cancelling-my-agreement/.

PCL will notify us if you cancel your Direct Debit credit agreement, fail to make payment on time and in full or if you end the Direct Debit credit agreement. If you do not make payments as detailed in your agreement, you may be charged £20 each time you miss or make a late payment. If your Direct Debit credit agreement is cancelled, you must contact us to arrange alternative ways to pay for your car insurance or your policy will be cancelled and all cover will end.

Contact Us
For more information about your Direct Debit credit agreement and PCL, please contact us.


Cover

What cover options do you offer?

We offer Comprehensive or Third Party, Fire and Theft options.

Do you offer additional covers so I can tailor my car insurance?

Yes, we offer a wide range of Optional Extras which you can add to your car insurance to tailor it to your specific needs. These include:

  • UK Breakdown
  • Key Protection
  • Legal Expenses
  • Vehicle Hire
  • Excess Protect

Can I add these optional covers at any time?

Yes, you can contact us and ask to add optional covers at any time during the life of your policy.

Can I buy car insurance if my car has been modified?

Unfortunately, we are not able to cover modified cars.

Does my car insurance include windscreen cover?

Yes, windscreen cover is included as standard (Comprehensive cover only).

Does my car insurance cover me for driving other cars?

No, your insurance will only cover you for the car specified in the policy schedule or a replacement car that we have been made aware of.

Does my car insurance cover me for driving abroad?

Your Wiser Choice cover includes up to 90 days EU cover as standard, for leisure purposes only.

What is the Continuous Insurance Enforcement?

As part of Continuous Insurance Enforcement (CIE) it is now a legal requirement to have continuous insurance in place, even if the vehicle is off the road, unless the vehicle has been declared SORN (Statutory Off Road Notification). For more information about CIE and the exceptions and penalties in place, visit www.direct.gov.uk/stayinsured.


Changes or cancellations

What happens if I need to make changes to my car insurance?

It is important that you notify us of any changes to your circumstances or if you change your car, as soon as possible. Failure to do so could invalidate your insurance and result in your claim not being paid. To update your policy, please contact us. Please note, changes to your policy will incur an administration fee of up to £50. Your premium may also be adjusted.

What if I want to cancel my car insurance?

During the cooling-off period
If you are cancelling outside of the 14 day cooling off period, you will be charged for the time you have held your policy according to the insurer terms found in your policy booklet, again assuming there is no incident, plus an administration charge of up to 50. Our charges are in addition to any charge imposed by your insurer. If the policy was taken out through a price comparison website there is a £25 cancellation fee that applies in addition to the other charges detailed above.

If cover hasn't started, you will be entitled to a full refund of the premium you have paid, less our administration charge of up to £25.

After the cooling-off period
If you are cancelling outside of the 14 day cooling off period, you will be charged for the time you have held your policy according to the insurer terms found in your policy booklet, again assuming there is no incident, plus an administration charge of up to £50. Our charges are in addition to any charge imposed by your insurer. There is an additional £25 fee if the policy has come from an aggregator.

Please note, any optional extra cover that runs alongside your policy will also be cancelled with no refunded provided.

Please contact us before cancelling to discuss your refund. For more information on cancelling your policy, please refer to our Terms of Business.


Contact

How can I contact you?

For information on how you can get in touch, visit our contact us page.