Frequently Asked Questions

Here are the Frequently Asked Questions that we have collated to help you

Personal Effects, Valuables, Pedal Cycles, Credit Cards and Money, provided that they belong to You or Your Family or You or Your Family are legally responsible for them and they are mainly used for private purposes.

The Insurer will not pay more in total than the sum insured shown for personal possessions in Your Schedule for any one claim under this Part of the Policy.

NB: The sum insured under this Part is included within the sum insured for Contents Standard Cover and is not in addition to it.

Limits apply to the following and these are shown in the Schedule

– for Money £500
– for Credit Cards £1,000
– for any one Pedal Cycle £500
– for any one Valuable £2,500

These are the standard limits. If You have increased any of them, the revised limits that apply to Your Policy will be shown by Endorsement in Your Insurance Schedule.

Loss or damage to Valuables, Money and Personal Effects belonging to You or Your Family whilst:

  • Anywhere in Europe, Jordan, Madeira and/or Mediterranean Islands and those countries bordering the Mediterranean or
  • Anywhere in the world for up to the number of days shown in the Schedule

What is not covered

The amount of the Excess shown in the Schedule.

The Insurer will not pay for loss or damage:
A) Arising from the cost of remaking any film, disc or tape or the value of any information contained on it
B) caused by or in the process of cleaning, maintenance, repair, dismantling, restoring, altering, dyeing or washing
C) caused by chewing, scratching, tearing or fouling by domestic pets
D) caused by rot, fungus, insects or vermin
E) caused by wear and tear or damage that occurs gradually over a period of time.
F) caused by theft from unattended road vehicles unless contained in a locked concealed luggage boot, concealed luggage compartment or glove compartment following forcible and violent entry to a securely locked vehicle, up to the maximum limit shown in the Schedule
G) to items not in the care, custody or control of You or Your Family or an authorised person
H) caused by theft or attempted theft from an unlocked hotel room
I) arising directly or indirectly from depreciation in value
J) by mechanical, electronic or electrical breakdown or failure
K) To watercraft (which includes sailboards and windsurfers) aircraft, caravans, trailers, Pedal Cycles valued over £500 and mechanically propelled vehicles (which includes motorcycles and children’s motorcycles and motor cars, quad bikes and children’s quad bikes) but lawnmowers garden implements and wheelchairs, models and toys are covered
L) To parts, accessories, tools and fitted radios, cassette players and compact disc players for the things excluded in (k) above
M) To any property used for business, trade, profession or employment purpose
N) By theft of any unattended Pedal Cycle unless in a locked building or secured by a locking device to a permanent structure or a motor vehicle
O) To plants or any living creature
P) To documents
Q) To contact lenses
R) Where property is obtained by any person using any form of payment which proves to be counterfeit, false, fraudulent, invalid, uncollectable, irrecoverable or irredeemable for any reason
S) Specifically provided for elsewhere in this Policy
T) To computers or computer equipment
– By erasure or distortion of data
– By accidental erasure or mislaying or misfiling of documents or records
– By viruses
U) By contamination
V) To personal possessions left in Your Home after the Home is left Unoccupied or Unfurnished
W) To property more specifically covered by any other insurance
X) To lottery tickets and raffle tickets.
Y) To sports equipment while in use
Z) To Pedal Cycles used for races, time trials and competitions and while practising for them
AA) for thefts not reported to the police

Contents insurance covers your possessions while they are in your home, up to the limits detailed in your policy. This includes large items like furniture, kitchen appliances and home entertainment equipment as well as your personal belongings, valuables and money.

Yes, when your mobile phone is at home it’s covered by contents insurance. If you would like cover away from the home too, you’ll need to include personal possessions cover in your policy.

Yes, you can add personal possessions cover to your home insurance when you first arrange a quote stage. This cover can be added on midterm as an MTA either over the phone or via the website.

Buildings insurance covers the structure of your home and its outbuildings, along with any permanent fixtures and fittings like kitchen units and bathrooms.
It covers the cost of repairing or re-building your home if it’s damaged by flood, fire or any of the other risks detailed in the policy.

There are no extra discounts for additional security. Although an insurer on our panel may insist that you have certain locks in place.

If there is a large risk of flooding or subsidence it is very likely that you will need to pay more for your home insurance. The cost depends on exactly where you live and the cover you require. We’ll assess all the risks and give you an accurate quote or we will be unable to offer you a quote for the insurance. Please visit our quotes page and follow process online to get a quote.

Your documents are available online as soon as you buy your policy. We will email them to the email address you have provided to us.

  • Change of address
  • Structural alteration to Your Home Any building work or modification
  • If You or Your Family intend to lend, let or sub-let Your Home
  • If You or Your Family intend to use Your Home for any reason other than private residential purposes
  • If Your Home will be Unoccupied for more than 30 consecutive days
  • if You or Your Family have received a conviction or a Police caution for, or been charged with but not yet tried, for any offence other than a driving offence.
  • If the full replacement cost of Your Contents is more than the Contents sum insured.

Note: This list is not exhaustive. If in doubt, please notify Us.

Contents cover
We will pay for replacing keys and locks or lock mechanisms. Thefts must be reported to the police. Locks to garages and outbuildings are excluded

Building cover
Maximum amount payable is £500. We will pay for replacing keys and locks or lock mechanisms. Thefts must be reported to the police. Locks to garages and outbuildings are excluded

We will automatically increase the sum insured by 10% for gifts and provisions during the period of 1 December to 15 January and during the period 30 days before and 30 days after your or a family members wedding day.

WATERCRAFT – Including sailboards and windsurfers are not covered. Please see the policy wording for full details.
PUBLIC LIABILITY – There is no cover for public liability arising from any trade, business, profession or employment
PLANTS OR ANY LIVING CREATURE – Are excluded from Contents Cover.
PROPERTY INSURED ELSEWHERE – Property more specifically insured by any other insurance is excluded
LOTTERY AND RAFFLE TICKETS – Lottery tickets and raffle tickets are excluded
BUILDINGS FOR WHICH YOU ARE NOT RESPONSIBLE – Any part of the structure of the Buildings other than fixtures and fittings for which You are responsible as occupier is excluded.
BUILDINGS – Any loss, damage, legal liability, cost or expense of any kind for any property, which You hold in trust or use in connection with any business, trade or profession (other than Business Equipment).

Yes, we will pay for alternative accommodation if your home cannot be lived in because of loss or damage covered under this policy. We will pay for either rent for which you are legally liable or the reasonable cost of comparable alternative accommodation for you, your family and your domestic pets.

‘Cooling off period’

You may cancel this policy within 14 days of the date of purchase or the date You received the policy documentation, whichever is later. Please call or write to Us or Contact Us by phone. If You pay Your premium by instalments, cancellation of this policy will also operate to cancel Your credit agreement.

Where this happens You will receive a proportionate refund of the premium paid for the unexpired portion of the period of Cover less any agreed charges detailed in Our terms and conditions document, unless a claim has been reported and then the premium in full must be paid.

We will also cancel any additional products You may have purchased alongside this policy, such as breakdown cover and legal protection.

Cancellation after the ‘cooling off period’

A proportionate refund of any premium paid, less agreed charges detailed in Our terms and conditions document will be allowed providing that:

  • You have not claimed in the current Period of Insurance.
  • You have paid the premium in full.

 

If You, We or the Insurer cancel this policy and there has been a claim during the current Period of Insurance no refund will be allowed. If the premium is being paid by instalments, the outstanding balance under Your credit agreement including any interest charges will become payable by You.

iGO4 are an internet based company, so once you have taken up your policy you will receive an e-mail asking you to register on our online portal. Here you can access all documentation relevant to your policy and make changes to your policy without incurring an administration fee. Most of our correspondence with you will be through e-mail so it’s important that you have regular access so that you can check your e-mail account regularly.
If you haven’t already done so then click here to register on our online portal

If you have registered online and still haven’t received your documents, please contact us by clicking on the contact us page

These conditions do not apply to Family Legal Protection where separate conditions apply.

Please call our claims helpline on 0800 008 6709

You and Your Family must comply with the following claims conditions to have the full protection of Your Policy. If You or Your Family do not comply with them, the Insurer may at their option cancel the Policy or refuse to deal with Your claim or reduce the amount of any claim payment.

The first thing You must do
If property is lost or theft or malicious damage is suspected, You must immediately inform the Police and obtain a crime or lost property reference number. Failure to do so may invalidate Your claim.

We recommend that You check Your Policy cover
Check that the loss or damage is covered. The Policy contains details of what is covered and how claims are settled.

You should always immediately:

  • contact Us by phone on the number shown on the back of Your Policy Booklet;
  • take all reasonable steps to recover missing property;
  • take all reasonable steps to prevent further damage.

Claims process

If You telephone Us, We will:

  • Take details of the loss;
  • Notify the loss to the Insurer;
  • Where necessary arrange for someone to call or contact You by phone as soon as possible to discuss Your claim. This person may be one of the Insurer’s own claims staff or an independent Chartered Loss Adjuster.

You can pay for your car insurance either in full by credit card, which you may incur, a £5 charge or debit card with no charge online or over the telephone, please see our contact us page for details. Also you can pay for your insurance by direct debit over 11 months, which we would require a deposit payment. The deposit payment would need to be made by either credit card, which you may incur, a £5 charge or debit card with no charge online or over the telephone.

iGO4 Ltd, is committed to publishing data regarding the complaints it receives from its customers and keeping that up to date. The latest data is as follows:

  • Period covered: 1st January – 30th June 2017
  • Brands covered: iGO4, WiseDriving, Hastings Direct SmartMiles
Product/service grouping Intermediation(within the reporting period) Number of complaints opened Number of complaints closed
Insurance and pure protection Number of complaints opened per 1000 policies sold = 26.43 2438 2377

Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
15.94% 79.89% 33.15% General admin/Customer service

If you have a complaint about any aspect of the service you receive please write to the Customer Service Manager, iGO4, iGO4 House, Staniland Way, Peterborough, PE4 6JT. Alternatively you can email us at Complaints@iGO4.com. If we cannot resolve the difference between us, you may refer your complaint to the Financial Ombudsman Service within six months of receiving our final response letter, free of charge. The address is: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9GE. Their website is www.financial-ombudsman.org.uk and their telephone number is 0800 0234567 or 0300 1239123. Alternatively visit the EU Online Dispute Resolution Platform at http://ec.europa.eu/consumers/odr. Full details of our complaints procedure are available on request.

Complaints which your insurer is required to resolve will be passed to them by us. We will notify you when we do this.

Please contact us by clicking on the contact us page for details.

‘Cooling off period’

You may cancel this policy within 14 days of the date of purchase or the date You received the policy documentation, whichever is later. Please call or write to Us or Contact Us by phone. If You pay Your premium by instalments, cancellation of this policy will also operate to cancel Your credit agreement.

Where this happens You will receive a proportionate refund of the premium paid for the unexpired portion of the period of Cover less any agreed charges detailed in Our terms and conditions document, unless a total loss claim has been reported and then the premium in full must be paid.

We will also cancel any additional products You may have purchased alongside this policy, such as breakdown cover and legal protection.

Cancellation after the ‘cooling off period’

A proportionate refund of any premium paid, less agreed charges detailed in Our terms and conditions document will be allowed providing that:

  • You have not claimed in the current Period of Insurance.
  • You have paid the premium in full.

If You, We or the Insurer cancel this policy and there has been a claim during the current Period of Insurance no refund will be allowed. If the premium is being paid by instalments, the outstanding balance under Your credit agreement including any interest charges will become payable by You.

When you get a home insurance quote, your excess is shown on the quote page. You can choose your voluntary excess yourself. A higher excess can cut the cost of your home insurance, but you will need to pay more before we settle a claim.

After you’ve arranged home insurance with us, your excesses are shown on your Schedule of Insurance and in your policy details. You can log in to your iGO4 portal to view your details and print your documents.

Please note that you will have a different compulsory excess for an escape of water or subsidence claim; these excesses will be shown on your documentation also.

You can insure non-motorised pedal cycles on your home insurance provided that you have personal possessions cover up to £500. If you have a pedal cycle valued at more than £500 you will need to specify it on your policy, you can do this online via your policy portal.

All cover for motorized vehicles is excluded from cover, although cover can be considered for a ride on lawn mower.

All electronic computers, tablets, games systems and phones can be covered under your policy. If the item is designed not to be portable (home PC, X Box etc) this is covered under your contents and our policy will provide accidental damage cover to these items for free.

If the item is designed to be portable (mobile phones, tablets, laptops, ipods etc) then you need to have personal possessions cover on your policy, this will also include cover for accidental damage. You can add this cover to your policy via your policy portal.

If you are legally responsible for the item purchased via lease hire then cover is provided for these items under our policy as standard. If the lease hire company requires accidental damage cover then you simply need to have selected this cover for your contents.

If the school has made you legally responsible for a loaned item then you are covered for this as standard under the policy. Please remember if your child is taking the item to and from school then you will need to have personal possessions cover on the policy and if the item is valued in excess of £2,500 it would need to be specified on the policy.

An outbuilding is any permanent structure within the boundary of your home, this can include sheds, garages, summerhouses greenhouses and guest houses. For buildings cover you will need to ensure that your building sum insured is sufficient to cover the cost of rebuilding your home AND your outbuildings too. For contents cover our policy will provide cover as standard up to £5,000 in an outbuilding.

Cover is excluded if you have a garage or shed not within the boundary of your property.

We define a valuable as follows;

Jewellery (including costume jewellery), articles of or containing gold, silver or other precious metals, cameras (which includes video cameras and camcorders), binoculars, watches, furs, paintings and other works of art, collections of stamps, coins and medals.

If you were to make a claim for a valuable worth more than £2,500 the insurer has the right to request proof of its value from you prior to paying the claim.

As standard you have cover for 1/3 of your contents for valuables, for example if you have requested a contents sum insured of £30,000 you will be covered up to £10,000 for valuables.

If you wear the valuable, such as a wedding ring, then you will need to have cover for personal possessions, you can add this to your policy via your policy portal.

Underinsurance is where you have not requested enough cover to insure your home to its full value on buildings, contents or both.

If you are underinsured when making a claim the insurer will determine the percentage by which you are underinsured and then has the right to only pay that percentage of your claim. For example your home should be insured for £100,000 but it is only insured for £50,000, it is deemed to be 50% underinsured. If you have a £20,000 claim the insurer could choose to only pay £10,000 as a result of the under insurance.

If your insurer has stated you are underinsured, please contact us on 01733 308235 so we can correct the cover and discuss the matter further with your insurer.

If you were to turn your house upside down any item which falls out would be considered contents. Carpets and curtains would also be considered contents, however any fitted kitchens or bathrooms would NOT be considered contents. When you estimate the replacement cost for your items you should calculate the cost for your insurer to replace them and not what you paid for them.

You can amend the following details online using your portal, which will not occur any administration fee.

  • Personal and contact details
  • Amend joint insured
  • Replace current property
  • Amend property details
  • Add/Amend buildings cover
  • Add/Amend contents cover

Before you can access your portal you need to ensure you have registered. If you have already registered, please click here, alternatively if you still need to register please click this link and fill out the information as requested.

Once you have completed the information you will be sent a registration e-mail which allows us to verify your e-mail address for data protection. In order to complete the registration process you MUST click on the link in your registration e-mail. This will then ensure that you are fully registered and you will now be able to access and view all of your documentation as well as being able to make changes to your policy. The next time you wish to use your portal simply log in with the username and password you selected upon registration.

We will tell you on your renewal documentation the total cost to renew your policy and show your annual insurance premium and the total annual price for any optional extras. We’ll also give you last year’s premium based on the latest details we hold for you so you are able to compare.

If you would like to stay with us and your details are correct, in most cases you don’t need to do a thing as we will automatically renew your policy unless you contact us to advise otherwise. If we are unable to automatically renew your policy we’ll let you know when we write to you, including instructions for what you will need to do.

There are many reasons for why your premium may have increased from year to year. These may include:

  • If you have had a claim, no claims discount reduced.
  • Any changes to your circumstances from one year to another for example, change of vehicle, address or drivers.

If you have had no changes to your policy then this will show as last year’s premium minus any interest paid on instalments or credit card transaction fees.

If changes are made to your policy, we will calculate last year’s premium based on your recent change to your policy minus any interest paid on instalments or credit card transaction fees.

In good time before your renewal date we will provide you with an invitation which details the premium and the terms and conditions for renewal of your policy. We will review the premium with your current insurer and we will also work with our panel of insurers to see if we are able to find a cheaper alternative than your current renewal quote.

If you are paying by monthly instalments in most cases you won’t need to do anything, we will renew your insurance policy as per our invitation and continue to collect the monthly instalments from your bank as usual. We will apply for your payment 5 days before your renewal date but will only take the payment on or after your renewal date.

If you pay for your insurance in full by credit or debit card, in most cases we will attempt to take payment using the securely held card details we have on file. We will apply and take payment up to two days before your renewal date to ensure you have continuous cover in place.

You will need to contact us before your cover runs out if you wish to use an alternative payment method or you do not want to renew your policy with us.

If for some reason we are unable to automatically renew your policy, we will contact you by e-mail in good time before your renewal date to let you know what needs to be done in order to continue your cover with iGO4.

Subject to the conditions set out in the paragraph below, where Your Certificate of Insurance allows You to drive any other car, Your Insurer will indemnify You for death of or injury to any other person and damage to any other person’s property as a result of an accident involving the Other Car. Note that there is no cover for loss of or damage to the Other Car.

This cover only applies if:

  • You are the Policyholder.
  • You are still in possession of Your Car insured under this policy.
  • You are not a firm or company.
  • The Other Car is not owned by You or hired or lent to You by Your employer or business partner.
  • The Other Car is being used within the “limitations of use” shown in Your current Certificate of Motor Insurance.
  • There is a current and valid policy of insurance in force for the Other Car being driven under this section of the policy.
  • You are not entitled to make a claim for damage under any other insurance policy.
  • You were driving the Other Car at the time of the accident and You had the owner’s permission to do so.
  • The Other Car is being driven in the United Kingdom.
  • The Other Car being driven is registered in the United Kingdom.

The Other Car has not been seized by, or on behalf of, any government or public authority

Please make sure that you check your certificate of insurance to make sure the above cover applies before driving any other cars

‘Cooling off period’

You may cancel this policy within 14 days of the date of purchase or the date You received the policy documentation, whichever is later. Please call or write to Us or Contact Us by phone. If You pay Your premium by instalments, cancellation of this policy will also operate to cancel Your credit agreement.

Where this happens You will receive a proportionate refund of the premium paid for the unexpired portion of the period of Cover less any agreed charges detailed in Our terms and conditions document, unless a total loss claim has been reported and then the premium in full must be paid.

We will also cancel any additional products You may have purchased alongside this policy, such as breakdown cover and legal protection.

Cancellation after the ‘cooling off period’

A proportionate refund of any premium paid, less agreed charges detailed in Our terms and conditions document will be allowed providing that:

  • You have not claimed in the current Period of Insurance.
  • You have paid the premium in full.

If You, We or the Insurer cancel this policy and there has been a claim during the current Period of Insurance no refund will be allowed. If the premium is being paid by instalments, the outstanding balance under Your credit agreement including any interest charges will become payable by You.

Yes, if we have requested that you send us proof.

No claims discount proof needs to have been obtained within the UK and earned within the last 2 years.

The easiest and most efficient way of sending us your documents is by uploading these documents to our to our document portal, please click Document Upload tool which will take you to the portal. These will be directly uploaded into our systems and you will receive a unique upload reference which you can then use to track your document review. If you are having trouble, we can accept the documents via e-mail, please send all of your documentation to contact@igo4.com

You can amend the following details online using your portal, which will not occur any administration fee.

  • Personal and contact details
  • Adding an additional driver to your policy
  • Amending additional drivers details
  • Change of vehicle
  • Change current vehicle details
  • Amend your insurance cover and usage of your vehicle

Before you can access your portal you need to ensure you have registered. If you have already registered, please click here, alternatively if you still need to register please click this link and fill out the information as requested.

Once you have completed the information you will be sent a registration e-mail which allows us to verify your e-mail address for data protection. In order to complete the registration process you MUST click on the link in your registration e-mail. This will then ensure that you are fully registered and you will now be able to access and view all of your documentation as well as being able to make changes to your policy. The next time you wish to use your portal simply log in with the username and password you selected upon registration.

iGO4 are an internet based company, so once you have taken up your policy you will receive an e-mail asking you to register on our online portal. Here you can access all documentation relevant to your policy and make changes to your policy without incurring an administration fee. Most of our correspondence with you will be through e-mail so it’s important that you have regular access so that you can check your e-mail account regularly.

If you haven’t already done so then click here to register on our online portal

If you have registered online and still haven’t received your documents, please contact us by clicking on the contact us page

If no claim has been made against this policy during the Period of Insurance, the Insurer will give You a discount according to the current scale at the time of renewal of this policy; this is sometimes referred to as a no claims bonus.

If the Insurer makes a payment in respect of a claim that they cannot recover from a Third Party, they will reduce Your no claim discount even if You were not to blame. Your no claim discount will be reduced in accordance with the Insurer scale applicable at such a time as shown on Your Schedule.

Your no claim discount will not be affected in the following circumstances:

  • If You only claim for a broken windscreen or windows.
  • If the Insurer only has to pay an emergency medical treatment fee.

Some of our insurers will allow you to transfer your no claims discount in certain circumstances between husband and wife, please click here to contact us.

This will only apply if You have selected this option. Please see Your Schedule for details.

iGO4 are an internet based company, so once you have taken up your policy you will receive an e-mail asking you to register on our online portal. Here you can access all documentation relevant to your policy and make changes to your policy without incurring an administration fee. Most of our correspondence with you will be through e-mail so it’s important that you have regular access so that you can check your e-mail account regularly.
If you haven’t already done so then click here to register on our online portal

Yes you can, please see below details of what you need to do next

After any accident or incident You must call Our 24 hour Claims Helpline within 24 hours of the incident, ideally within 1 hour. This is regardless of whether You wish to make a claim under the policy or not. Delay in notification of an incident to Us may invalidate Your right to claim. To make a claim, or to report an incident which may result in a claim, call the 24 hour Customer Claim Line on: 0800 008 6709.

Six important points to help You after an accident:

  • Make a note of the registration number of any vehicles involved, and any witnesses.
  • Do not admit responsibility.
  • Ask for the names, addresses and telephone numbers of all people involved including any passengers in the other vehicle and details of any property damaged.
  • Take a photograph of the scene of the incident if it is safe to do so and You have a camera or a camera-phone.
  • If anyone other than You is injured in the accident, You must show Your Certificate of Motor Insurance to the police. If You cannot do this at the time of the accident, take it to the police as soon as possible or within 24 hours.
  • Draw a diagram of the scene showing the movement of the vehicles to illustrate the direction the vehicles have travelled, and their final positions. Note the road names and position of any witnesses, and any other relevant details to help You recall the incident.

If Your Car is not driveable following an insured incident the Insurer may, subject to availability provide You with the use of a courtesy car.

No, please note the below before travelling abroad in your vehicle.

You will only be covered for a maximum of 90 days outside of the UK in any one annual period of cover.
The Cover shown on the Schedule applies throughout the United Kingdom and when Your Car is in transit within the United Kingdom or between ports in the United Kingdom. In addition, provided that Your Car is taxed, registered and normally kept in the United Kingdom, and You keep a permanent home in the United Kingdom, then this policy gives the minimum Cover required by law to use Your Car in:

  • any country which is a member of the European Union (EU), or;
  • any other country which the Commission of the European Union approves as meeting the requirements of Article (8) of the European Union Directive on Insurance and Civil Liabilities arising from the use of motor vehicles (No.72/166/EEC).

Countries include: Andorra, Austria, Belgium, Bulgaria, Croatia, Cyprus, the Czech Republic, Denmark, Estonia, Finland, France (including Monaco), Germany, Gibraltar, Greece, Hungary, Iceland, Italy (including San Marino and the Vatican City), Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden and Switzerland (including Liechtenstein).

Please note – The level of cover provided is the minimum level of cover required by law, it is not the same level of cover you receive when driving within the United Kingdom under this policy. If you need to contact us, please click on the contact us page for details.

The Insurer will also provide Cover while Your Car is being transported by rail, air, inland waterway, the Channel Tunnel or by a recognised sea route to any country where this insurance operates and the journey time does not normally exceed 65 hours.

If Your Car becomes undriveable as a result of loss or damage covered by this policy the Insurer will also pay the cost of delivering it to Your address in the United Kingdom.
The Insurer will also pay customs duty if Your Car is damaged and the Insurer decides not to return it to this country after You make a claim on Your Contract.

Yes, all the documents in your iGO4 document portal are legal, just make sure you always print in colour and use good quality paper.

This cover only applies if you hold fully comprehensive car insurance

We will provide cover for repair or replacement of damaged glass in your windscreen, windows or sunroof.

  • An excess applies if the glass is replaced.
  • If You choose not to use the approved glass repairer, cover may be limited and You may be asked to pay an increased excess. Please refer to any endorsements in your Schedule.
  • You are not covered for roof panels or winding mechanisms.

Please contact our claims department on 0800 008 6709.

Your no claim discount will not be affected in the following circumstances:

  • If You only claim for a broken windscreen or windows.
  • If the Insurer only has to pay an emergency medical treatment fee.

Please call our Customer Claim Line on: 0800 008 6709.
Six important points to help You after an accident:

  • Make a note of the registration number of any vehicles involved, and any witnesses.
  • Do not admit responsibility.
  • Ask for the names, addresses and telephone numbers of all people involved including any passengers in the other vehicle and details of any property damaged.
  • Take a photograph of the scene of the incident if it is safe to do so and You have a camera or a camera-phone.
  • If anyone other than You is injured in the accident, You must show Your Certificate of Motor Insurance to the police. If You cannot do this at the time of the accident, take it to the police as soon as possible or within 24 hours.
  • Draw a diagram of the scene showing the movement of the vehicles to illustrate the direction the vehicles have travelled, and their final positions. Note the road names and position of any witnesses, and any other relevant details to help You recall the incident.

Please call our Customer Claim Line on: 0800 008 6709.
After any accident or incident You must call Our 24 hour Claims Helpline within 24 hours of the incident, ideally within 1 hour. This is regardless of whether You wish to make a claim under the policy or not. Delay in notification of an incident to Us may invalidate Your right to claim.

Six important points to help You after an accident:

  • Make a note of the registration number of any vehicles involved, and any witnesses.
  • Do not admit responsibility.
  • Ask for the names, addresses and telephone numbers of all people involved including any passengers in the other vehicle and details of any property damaged.
  • Take a photograph of the scene of the incident if it is safe to do so and You have a camera or a camera-phone.
  • If anyone other than You is injured in the accident, You must show Your Certificate of Motor Insurance to the police. If You cannot do this at the time of the accident, take it to the police as soon as possible or within 24 hours.
  • Draw a diagram of the scene showing the movement of the vehicles to illustrate the direction the vehicles have travelled, and their final positions. Note the road names and position of any witnesses, and any other relevant details to help You recall the incident.

Claims Conditions You must:

  • Send the Insurer any correspondence You receive (including any claim form or summons) without delay and unanswered.
  • Tell the Insurer about any future prosecution, coroner’s inquest or fatal accident inquiry involving anyone covered by this policy.
  • Not make any admission, offer, promise or payment without the Insurer’s written consent. This applies to any person (or on behalf of any person) claiming under this policy.
  • Co-operate fully with the Insurer on all matters concerning the handling and settlement of any claim.

The Insurer shall be entitled to conduct the defence or settlement of any claim and to instruct the solicitors of their choice to act for You in any proceedings. In circumstances where it is considered appropriate to do so the Insurer will be entitled to admit liability on behalf of You or any person claiming under the policy. Such admissions may be made prior to or after the commencement of proceedings in relation to any event likely to give rise to a claim under the policy. The Insurer will be entitled to take action, at their expense, to get back any payment they have made.

If Your Car is not driveable following an insured incident the Insurer may, subject to availability provide You with the use of a courtesy car.

If the Insurer makes a payment in respect of a claim that they cannot recover from a Third Party, they will reduce Your no claim discount even if You were not to blame. Your no claim discount will be reduced in accordance with the Insurer scale applicable at such a time as shown on Your Schedule.

Your no claim discount will not be affected in the following circumstances:

  • If You only claim for a broken windscreen or windows.
  • If the Insurer only has to pay an emergency medical treatment fee.

Please call our Customer Claim Line on: 0800 008 6709.

After any accident or incident You must call Our 24 hour Claims Helpline within 24 hours of the incident, ideally within 1 hour. This is regardless of whether You wish to make a claim under the policy or not. Delay in notification of an incident to Us may invalidate Your right to claim.

Six important points to help You after an accident:

  • Make a note of the registration number of any vehicles involved, and any witnesses.
  • Do not admit responsibility.
  • Ask for the names, addresses and telephone numbers of all people involved including any passengers in the other vehicle and details of any property damaged.
  • Take a photograph of the scene of the incident if it is safe to do so and You have a camera or a camera-phone.
  • If anyone other than You is injured in the accident, You must show Your Certificate of Motor Insurance to the police. If You cannot do this at the time of the accident, take it to the police as soon as possible or within 24 hours.
  • Draw a diagram of the scene showing the movement of the vehicles to illustrate the direction the vehicles have travelled, and their final positions. Note the road names and position of any witnesses, and any other relevant details to help You recall the incident.

If the Insurer makes a payment in respect of a claim that they cannot recover from a Third Party, they will reduce Your no claim discount even if You were not to blame. Your no claim discount will be reduced in accordance with the Insurer scale applicable at such a time as shown on Your Schedule. This is subject to you having protected no claims discount. Please see Your Schedule for details.

If the claim is covered by the policy and Your Car is repairable, a courtesy car will be provided by the Insurer’s approved repairer for the duration of the repairs.
The courtesy car can only be provided subject to availability and is NOT available in respect of total loss claims or where Your Car is stolen and unrecovered or for accidents occurring outside the United Kingdom.

Please call our Customer Claim Line on: 0800 008 6709 with your claims reference number to hand to allow them locate your details on their system.

Your no claims discount is noted on your schedule of insurance and on our letters notifying you that cover has ceased with ourselves.

We will provide the number of years no claims discount that you have earned including the years that you provided details of when purchasing the policy with us subject to no claims where your no claims discount was step back. Your no claim discount will be reduced in accordance with the Insurer scale applicable at such a time as shown on Your Schedule.

Yes, we would require the most up to date proof of your no claims discount from your last insurer, subject to us requesting this information from you.

No claims discount proof needs to have been obtained within the UK and earned within the last 2 years.
The easiest and most efficient way of sending us your documents is by uploading these documents to our to our document portal, please click Document Upload tool which will take you to the portal. These will be directly uploaded into our systems and you will receive a unique upload reference which you can then use to track your document review. If you are having trouble, we can accept the documents via e-mail, please send all of your documentation to contact@igo4.com

Yes, we may apply a no claims discount for your policy if you were a named driver on another person’s policy. We would require proof from your last insurer of how many years you were named on that policy.

If I already insure one car with you and now want to insure a second car, will my No Claims Discount apply to both cars?

No, you can only use no claims discount on one policy at a time, unless you have previously held insurance on a second vehicle before that has been cancelled.
If you held insurance on a second vehicle previously that has been cancelled we would require that No claims discount proof needs to have been obtained within the UK and earned within the last 2 years.

You can pay for your car insurance either in full by credit card, which you may incur, a £5 charge or debit card with no charge online or over the telephone, please see our contact us page for details. Also you can pay for your insurance by direct debit over 10 months, which we would require a deposit payment. The deposit payment would need to be made by either credit card, which you may incur, a £5 charge or debit card with no charge online or over the telephone.

If you have changed your bank account details, please contact your credit provider. Details of your credit provider can be found on the existing customers page or within your policy documentation.

If your policy started or was renewed after 20th December 2016, then use these contact details to manage your instalments:
Close Brothers Premium Finance – 24/7
Telephone Service: 0333 321 8566
Click here to log on or register to use the Close Brothers Premium Finance Online Portal.

If your policy started or was renewed before 20th December 2016, then use these details to manage your instalments:
Creation Finance – Call 0371 376 9247
Click here to log on or register to use the Creation Finance Online Portal.

We’ll ask you to confirm the payment details you gave us when you bought your policy. If you pay monthly by direct debit, then the extra premium will be spread over your remaining payments, so you’ll pay a little more each month. If you paid for your policy by one single payment, then you’ll need to pay the additional premium as a single payment too.

You’ll get a refund. If you pay by monthly instalments then we’ll spread the refund over your remaining payments, so you’ll pay a little less each month. If you paid for your policy in full with a single payment, then we’ll issue a refund using the payment details you gave us when you bought your policy.

Depending on the type of claim we will adjust your premium and no claims discount accordingly.

When we have settled your claim, we may refund some of your premium and re-adjust your no claims discount record.

Unless you make other changes to your policy, or some of the information you have told us is incorrect, we will not ask you for more premium or worsen your no claims discount.

iGO4 Ltd, is committed to publishing data regarding the complaints it receives from its customers and keeping that up to date. The latest data is as follows:

  • Period covered: 1st January – 30th June 2017
  • Brands covered: iGO4, WiseDriving, Hastings Direct SmartMiles
Product/service grouping Intermediation(within the reporting period) Number of complaints opened Number of complaints closed
Insurance and pure protection Number of complaints opened per 1000 policies sold = 26.43 2438 2377

Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
15.94% 79.89% 33.15% General admin/Customer service

If you have a complaint about any aspect of the service you receive please write to the Customer Service Manager, iGO4, iGO4 House, Staniland Way, Peterborough, PE4 6JT. Alternatively you can email us at Complaints@iGO4.com. If we cannot resolve the difference between us, you may refer your complaint to the Financial Ombudsman Service within six months of receiving our final response letter, free of charge. The address is: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9GE. Their website is www.financial-ombudsman.org.uk and their telephone number is 0800 0234567 or 0300 1239123. Alternatively visit the EU Online Dispute Resolution Platform at http://ec.europa.eu/consumers/odr. Full details of our complaints procedure are available on request.

Complaints which your insurer is required to resolve will be passed to them by us. We will notify you when we do this.

iGO4 Limited uses advanced technology to identify whether we are being supplied with incorrect information. We use this information to help keep premiums low for our customers. iGO4 has a specialist team that monitors all data and identifies customers providing incorrect information to obtain cheaper quotations. Your licence is also checked to ensure the details you have provided are full and accurate as failure to disclose any information could result in your policy being invalid and in the event of a claim no payment would be made.

Yes, definitely – all the details on your insurance policy must be correct at all times for you to have the cover you need.

As soon as something on your policy has changed, you can log in to your online account and update your details.
You can amend the follow details online using your portal

  • Personal and contact details
  • Adding an additional driver to your policy
  • Amending additional drivers details
  • Change of vehicle
  • Change current vehicle details
  • Amend your insurance cover and usage of your vehicle

You can also contact us by clicking on the contact us page, if any details need changing that you are unable to complete online.

Please contact us by clicking on the contact us page for details.

‘Cooling off period’

You may cancel this policy within 14 days of the date of purchase or the date You received the policy documentation, whichever is later. Please call or write to Us or Contact Us by phone. If You pay Your premium by instalments, cancellation of this policy will also operate to cancel Your credit agreement.

Where this happens You will receive a proportionate refund of the premium paid for the unexpired portion of the period of Cover less any agreed charges detailed in Our terms and conditions document, unless a total loss claim has been reported and then the premium in full must be paid.

We will also cancel any additional products You may have purchased alongside this policy, such as breakdown cover and legal protection.

Cancellation after the ‘cooling off period’

A proportionate refund of any premium paid, less agreed charges detailed in Our terms and conditions document will be allowed providing that:

  • You have not claimed in the current Period of Insurance.
  • You have paid the premium in full.

If You, We or the Insurer cancel this policy and there has been a claim during the current Period of Insurance no refund will be allowed. If the premium is being paid by instalments, the outstanding balance under Your credit agreement including any interest charges will become payable by You.

When you get a car insurance quote, your excess is shown on the quote page. You can choose your voluntary excess yourself. A higher excess can cut the cost of your car insurance, but you will need to pay more before we settle a claim.

After you’ve arranged car insurance with us, your excesses are shown on your Schedule of Insurance and in your policy details. You can log in to your iGO4 portal to view your details and print your documents.

We will tell you on your renewal documentation the total cost to renew your policy and show your annual insurance premium and the total annual price for any optional extras. We’ll also give you last year’s premium based on the latest details we hold for you so you are able to compare.

If you would like to stay with us and your details are correct, in most cases you don’t need to do a thing as we will automatically renew your policy unless you contact us to advise otherwise. If we are unable to automatically renew your policy we’ll let you know when we write to you, including instructions for what you will need to do.

There are many reasons for why your premium may have increased from year to year. These may include:

  • If you have had a claim, no claims discount reduced.
  • Any changes to your circumstances from one year to another for example, change of vehicle, address or drivers.

If you have had no changes to your policy then this will show as last year’s premium minus any interest paid on instalments or credit card transaction fees.

If changes are made to your policy, we will calculate last year’s premium based on your recent change to your policy minus any interest paid on instalments or credit card transaction fees.

In good time before your renewal date we will provide you with an invitation which details the premium and the terms and conditions for renewal of your policy. We will review the premium with your current insurer and we will also work with our panel of insurers to see if we are able to find a cheaper alternative than your current renewal quote.

If you are paying by monthly instalments in most cases you won’t need to do anything, we will renew your insurance policy as per our invitation and continue to collect the monthly instalments from your bank as usual. We will apply for your payment 5 days before your renewal date but will only take the payment on or after your renewal date.

If you pay for your insurance in full by credit or debit card, in most cases we will attempt to take payment using the securely held card details we have on file. We will apply and take payment up to two days before your renewal date to ensure you have continuous cover in place.

You will need to contact us before your cover runs out if you wish to use an alternative payment method or you do not want to renew your policy with us.

If for some reason we are unable to automatically renew your policy, we will contact you by e-mail in good time before your renewal date to let you know what needs to be done in order to continue your cover with iGO4.

‘Cooling off period’

You may cancel this policy within 14 days of the date of purchase or the date You received the policy documentation, whichever is later. Please call or write to Us or Contact Us by phone. If You pay Your premium by instalments, cancellation of this policy will also operate to cancel Your credit agreement.

Where this happens You will receive a proportionate refund of the premium paid for the unexpired portion of the period of Cover less any agreed charges detailed in Our terms and conditions document, unless a total loss claim has been reported and then the premium in full must be paid.

We will also cancel any additional products You may have purchased alongside this policy, such as breakdown cover and legal protection.

Cancellation after the ‘cooling off period’

A proportionate refund of any premium paid, less agreed charges detailed in Our terms and conditions document will be allowed providing that:

  • You have not claimed in the current Period of Insurance.
  • You have paid the premium in full.

If You, We or the Insurer cancel this policy and there has been a claim during the current Period of Insurance no refund will be allowed. If the premium is being paid by instalments, the outstanding balance under Your credit agreement including any interest charges will become payable by You.

Yes, if we have requested that you send us proof.

No claims discount proof needs to have been obtained within the UK and earned within the last 2 years.

The easiest and most efficient way of sending us your documents is by uploading these documents to our to our document portal, please click Document Upload tool which will take you to the portal. These will be directly uploaded into our systems and you will receive a unique upload reference which you can then use to track your document review. If you are having trouble, we can accept the documents via e-mail, please send all of your documentation to contact@igo4.com

You can amend the following details online using your portal, which will not incur any administration fee.

  • Personal and contact details
  • Adding an additional driver to your policy
  • Amending additional drivers details
  • Change of vehicle
  • Change current vehicle details
  • Amend your insurance cover and usage of your vehicle

Before you can access your portal you need to ensure you have registered. If you have already registered, please click here. If you still need to register, please click this link and fill out the information as requested.

Once you have completed the information you will be sent a registration e-mail which allows us to verify your e-mail address for data protection. In order to complete the registration process you MUST click on the link in your registration e-mail. This will then ensure that you are fully registered and able to access and view all of your documentation as well as being able to make changes to your policy. The next time you wish to use your portal simply log in with the username and password you selected upon registration.

iGO4 are an internet based company, so once you have taken up your policy you will receive an e-mail asking you to register on our online portal. Here you can access all documentation relevant to your policy and make changes to your policy without incurring an administration fee. Most of our correspondence with you will be through e-mail so it’s important that you have regular access so that you can check your e-mail account regularly.

If you haven’t already done so then click here to register on our online portal

If you have registered online and still haven’t received your documents, please contact us by clicking on the contact us page

If no claim has been made against this policy during the Period of Insurance, the Insurer will give You a discount according to the current scale at the time of renewal of this policy; this is sometimes referred to as a no claims bonus.

If the Insurer makes a payment in respect of a claim that they cannot recover from a Third Party, they will reduce Your no claim discount even if You were not to blame. Your no claim discount will be reduced in accordance with the Insurer scale applicable at such a time as shown on Your Schedule.

Your no claim discount will not be affected in the following circumstances:

  • If You only claim for a broken windscreen or windows.
  • If the Insurer only has to pay an emergency medical treatment fee.

Some of our insurers will allow you to transfer your no claims discount in certain circumstances between husband and wife, please click here to contact us.

This will only apply if You have selected this option. Please see Your Schedule for details.

Where can I find my policy documents?

iGO4 are an internet based company, so once you have taken up your policy you will receive an e-mail asking you to register on our online portal. Here you can access all documentation relevant to your policy and make changes to your policy without incurring an administration fee. Most of our correspondence with you will be through e-mail so it’s important that you have regular access so that you can check your e-mail account regularly.
If you haven’t already done so then click here to register on our online portal

Yes you can, please see below details of what you need to do next.

After any accident or incident You must call Our 24 hour Claims Helpline within 24 hours of the incident, ideally within 1 hour. This is regardless of whether You wish to make a claim under the policy or not. Delay in notification of an incident to Us may invalidate Your right to claim. To make a claim, or to report an incident which may result in a claim, call the 24 hour Customer Claim Line on: 0800 008 6709.

Six important points to help You after an accident:

  • Make a note of the registration number of any vehicles involved, and any witnesses.
  • Do not admit responsibility.
  • Ask for the names, addresses and telephone numbers of all people involved including any passengers in the other vehicle and details of any property damaged.
  • Take a photograph of the scene of the incident if it is safe to do so and You have a camera or a camera-phone.
  • If anyone other than You is injured in the accident, You must show Your Certificate of Motor Insurance to the police. If You cannot do this at the time of the accident, take it to the police as soon as possible or within 24 hours.
  • Draw a diagram of the scene showing the movement of the vehicles to illustrate the direction the vehicles have travelled, and their final positions. Note the road names and position of any witnesses, and any other relevant details to help You recall the incident.

No, please note the below before travelling abroad in your vehicle.

You will only be covered for a maximum of 90 days outside of the UK in any one annual period of cover.

The Cover shown on the Schedule applies throughout the United Kingdom and when Your Van is in transit within the United Kingdom or between ports in the United Kingdom.In addition, provided that Your Van is taxed, registered and normally kept in the United Kingdom, and You keep a permanent home in the United Kingdom, then this policy gives the minimum Cover required by law to use Your Van in:

  • any country which is a member of the European Union (EU), or;
  • any other country which the Commission of the European Union approves as meeting the requirements of Article (8) of the European Union Directive on Insurance and Civil Liabilities arising from the use of motor vehicles (No.72/166/EEC).

Countries include: Andorra, Austria, Belgium, Bulgaria, Croatia, Cyprus, the Czech Republic, Denmark, Estonia, Finland, France (including Monaco), Germany, Gibraltar, Greece, Hungary, Iceland, Italy (including San Marino and the Vatican City), Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden and Switzerland (including Liechtenstein).

Please note – The level of cover provided is the minimum level of cover required by law, it is not the same level of cover you receive when driving within the United Kingdom under this policy. If you need to contact us, please click on the contact us page for details.

The Insurer will also provide Cover while Your Van is being transported by rail, air, inland waterway, the Channel Tunnel or by a recognised sea route to any country where this insurance operates and the journey time does not normally exceed 65 hours.

If Your Van becomes undriveable as a result of loss or damage covered by this policy the Insurer will also pay the cost of delivering it to Your address in the United Kingdom.

The Insurer will also pay customs duty if Your Van is damaged and the Insurer decides not to return it to this country after You make a claim on Your Contract.

Yes, all the documents in your iGO4 document portal are legal, just make sure you always print in colour and use good quality paper.

This cover only applies if you hold fully comprehensive van insurance

We will provide cover for repair or replacement of damaged glass in your windscreen, windows or sunroof.

  • An excess applies if the glass is replaced.
  • If You choose not to use the approved glass repairer, cover may be limited and You may be asked to pay an increased excess. Please refer to any endorsements in your Schedule.
  • You are not covered for roof panels or winding mechanisms.

Please contact our claims department on 0800 008 6709.

Your no claim discount will not be affected in the following circumstances:

  • If You only claim for a broken windscreen or windows.
  • If the Insurer only has to pay an emergency medical treatment fee.

Please call our Customer Claim Line on: 0800 008 6709.

Six important points to help You after an accident:

  • Make a note of the registration number of any vehicles involved, and any witnesses.
  • Do not admit responsibility.
  • Ask for the names, addresses and telephone numbers of all people involved including any passengers in the other vehicle and details of any property damaged.
  • Take a photograph of the scene of the incident if it is safe to do so and You have a camera or a camera-phone.
  • If anyone other than You is injured in the accident, You must show Your Certificate of Motor Insurance to the police. If You cannot do this at the time of the accident, take it to the police as soon as possible or within 24 hours.
  • Draw a diagram of the scene showing the movement of the vehicles to illustrate the direction the vehicles have travelled, and their final positions. Note the road names and position of any witnesses, and any other relevant details to help You recall the incident.

Please call our Customer Claim Line on: 0800 008 6709.

After any accident or incident You must call Our 24 hour Claims Helpline within 24 hours of the incident, ideally within 1 hour. This is regardless of whether You wish to make a claim under the policy or not. Delay in notification of an incident to Us may invalidate Your right to claim.

Six important points to help You after an accident:

  • Make a note of the registration number of any vehicles involved, and any witnesses.
  • Do not admit responsibility.
  • Ask for the names, addresses and telephone numbers of all people involved including any passengers in the other vehicle and details of any property damaged.
  • Take a photograph of the scene of the incident if it is safe to do so and You have a camera or a camera-phone.
  • If anyone other than You is injured in the accident, You must show Your Certificate of Motor Insurance to the police. If You cannot do this at the time of the accident, take it to the police as soon as possible or within 24 hours.
  • Draw a diagram of the scene showing the movement of the vehicles to illustrate the direction the vehicles have travelled, and their final positions. Note the road names and position of any witnesses, and any other relevant details to help You recall the incident.

Claims Conditions
You must:

  • Send the Insurer any correspondence You receive (including any claim form or summons) without delay and unanswered.
  • Tell the Insurer about any future prosecution, coroner’s inquest or fatal accident inquiry involving anyone covered by this policy.
  • Not make any admission, offer, promise or payment without the Insurer’s written consent. This applies to any person (or on behalf of any person) claiming under this policy.
  • Co-operate fully with the Insurer on all matters concerning the handling and settlement of any claim.

The Insurer shall be entitled to conduct the defence or settlement of any claim and to instruct the solicitors of their choice to act for You in any proceedings. In circumstances where it is considered appropriate to do so the Insurer will be entitled to admit liability on behalf of You or any person claiming under the policy. Such admissions may be made prior to or after the commencement of proceedings in relation to any event likely to give rise to a claim under the policy. The Insurer will be entitled to take action, at their expense, to get back any payment they have made.

If the Insurer makes a payment in respect of a claim that they cannot recover from a Third Party, they will reduce Your no claim discount even if You were not to blame. Your no claim discount will be reduced in accordance with the Insurer scale applicable at such a time as shown on Your Schedule.

Your no claim discount will not be affected in the following circumstances:

  • If You only claim for a broken windscreen or windows.
  • If the Insurer only has to pay an emergency medical treatment fee.

Please call our Customer Claim Line on: 0800 008 6709.

After any accident or incident You must call Our 24 hour Claims Helpline within 24 hours of the incident, ideally within 1 hour. This is regardless of whether You wish to make a claim under the policy or not. Delay in notification of an incident to Us may invalidate Your right to claim.

Six important points to help You after an accident:

  • Make a note of the registration number of any vehicles involved, and any witnesses.
  • Do not admit responsibility.
  • Ask for the names, addresses and telephone numbers of all people involved including any passengers in the other vehicle and details of any property damaged.
  • Take a photograph of the scene of the incident if it is safe to do so and You have a camera or a camera-phone.
  • If anyone other than You is injured in the accident, You must show Your Certificate of Motor Insurance to the police. If You cannot do this at the time of the accident, take it to the police as soon as possible or within 24 hours.
  • Draw a diagram of the scene showing the movement of the vehicles to illustrate the direction the vehicles have travelled, and their final positions. Note the road names and position of any witnesses, and any other relevant details to help You recall the incident.

If the Insurer makes a payment in respect of a claim that they cannot recover from a Third Party, they will reduce Your no claim discount even if You were not to blame. Your no claim discount will be reduced in accordance with the Insurer scale applicable at such a time as shown on Your Schedule. This is subject to you having protected no claims discount. Please see Your Schedule for details.

Please call our Customer Claim Line on: 0800 008 6709 with your claims reference number to hand to allow them locate your details on their system.

Where do I find my proof of No Claims Discount if I’m moving to another van insurer?

Your no claims discount is noted on your schedule of insurance and on our letters notifying you that cover has ceased with ourselves.

We will provide the number of years no claims discount that you have earned including the years that you provided details of when purchasing the policy with us subject to no claims where your no claims discount was step back. Your no claim discount will be reduced in accordance with the Insurer scale applicable at such a time as shown on Your Schedule.

Yes, we would require the most up to date proof of your no claims discount from your last insurer, subject to us requesting this information from you.

No claims discount proof needs to have been obtained within the UK and earned within the last 2 years.

The easiest and most efficient way of sending us your documents is by uploading these documents to our to our document portal, please click Document Upload tool which will take you to the portal. These will be directly uploaded into our systems and you will receive a unique upload reference which you can then use to track your document review. If you are having trouble, we can accept the documents via e-mail, please send all of your documentation to contact@igo4.com

Yes, we may apply a no claims discount for your policy if you were a named driver on another person’s policy. We would require proof from your last insurer of how many years you were named on that policy.

If I already insure one van with you and now want to insure a second van, will my No Claims Discount apply to both vans?

No, you can only use no claims discount on one policy at a time, unless you have previously held insurance on a second vehicle before that has been cancelled.
If you held insurance on a second vehicle previously that has been cancelled we would require that No claims discount proof needs to have been obtained within the UK and earned within the last 2 years.

You can pay for your van insurance either in full by credit card, which you may incur, a £5 charge or debit card with no charge online or over the telephone, please see our contact us page for details. Also you can pay for your insurance by direct debit over 10 months, which we would require a deposit payment. The deposit payment would need to be made by either credit card, which you may incur, a £5 charge or debit card with no charge online or over the telephone.

If you have changed your bank account details, please contact your credit provider. Details of your credit provider can be found on the existing customers page or within your policy documentation.

If your policy started or was renewed after 20th December 2016, then use these contact details to manage your instalments:
Close Brothers Premium Finance – 24/7
Telephone Service: 0333 321 8566
Click here to log on or register to use the Close Brothers Premium Finance Online Portal.

If your policy started or was renewed before 20th December 2016, then use these details to manage your instalments:
Creation Finance – Call 0371 376 9247
Click here to log on or register to use the Creation Finance Online Portal.

We’ll ask you to confirm the payment details you gave us when you bought your policy. If you pay monthly by direct debit, then the extra premium will be spread over your remaining payments, so you’ll pay a little more each month. If you paid for your policy by one single payment, then you’ll need to pay the additional premium as a single payment too.

You’ll get a refund. If you pay by monthly instalments then we’ll spread the refund over your remaining payments, so you’ll pay a little less each month. If you paid for your policy in full with a single payment, then we’ll issue a refund using the payment details you gave us when you bought your policy.

Depending on the type of claim we will adjust your premium and no claims discount accordingly.

When we have settled your claim, we may refund some of your premium and re-adjust your no claims discount record.

Unless you make other changes to your policy, or some of the information you have told us is incorrect, we will not ask you for more premium or worsen your no claims discount.

iGO4 Ltd, is committed to publishing data regarding the complaints it receives from its customers and keeping that up to date. The latest data is as follows:

  • Period covered: 1st January – 30th June 2017
  • Brands covered: iGO4, WiseDriving, Hastings Direct SmartMiles
Product/service grouping Intermediation(within the reporting period) Number of complaints opened Number of complaints closed
Insurance and pure protection Number of complaints opened per 1000 policies sold = 26.43 2438 2377

Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
15.94% 79.89% 33.15% General admin/Customer service

If you have a complaint about any aspect of the service you receive please write to the Customer Service Manager, iGO4, iGO4 House, Staniland Way, Peterborough, PE4 6JT. Alternatively you can email us at Complaints@iGO4.com. If we cannot resolve the difference between us, you may refer your complaint to the Financial Ombudsman Service within six months of receiving our final response letter, free of charge. The address is: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9GE. Their website is www.financial-ombudsman.org.uk and their telephone number is 0800 0234567 or 0300 1239123. Alternatively visit the EU Online Dispute Resolution Platform at http://ec.europa.eu/consumers/odr. Full details of our complaints procedure are available on request.

Complaints which your insurer is required to resolve will be passed to them by us. We will notify you when we do this.

iGO4 Limited uses advanced technology to identify whether we are being supplied with incorrect information. We use this information to help keep premiums low for our customers. iGO4 has a specialist team that monitors all data and identifies customers providing incorrect information to obtain cheaper quotations. Your licence is also checked to ensure the details you have provided are full and accurate as failure to disclose any information could result in your policy being invalid and in the event of a claim no payment would be made.

Yes, definitely – all the details on your insurance policy must be correct at all times for you to have the cover you need.

As soon as something on your policy has changed, you can log in to your online account and update your details.
You can amend the follow details online using your portal

      • Personal and contact details
      • Adding an additional driver to your policy
      • Amending additional drivers details
      • Change of vehicle
      • Change current vehicle details
      • Amend your insurance cover and usage of your vehicle

You can also contact us by clicking on the contact us page, if any details need changing that you are unable to complete online.

Please contact us by clicking on the contact us page for details.

‘Cooling off period’

You may cancel this policy within 14 days of the date of purchase or the date You received the policy documentation, whichever is later. Please call or write to Us or Contact Us by phone. If You pay Your premium by instalments, cancellation of this policy will also operate to cancel Your credit agreement.

Where this happens You will receive a proportionate refund of the premium paid for the unexpired portion of the period of Cover less any agreed charges detailed in Our terms and conditions document, unless a total loss claim has been reported and then the premium in full must be paid.

We will also cancel any additional products You may have purchased alongside this policy, such as breakdown cover and legal protection.

Cancellation after the ‘cooling off period’

A proportionate refund of any premium paid, less agreed charges detailed in Our terms and conditions document will be allowed providing that:

      • You have not claimed in the current Period of Insurance.
      • You have paid the premium in full.

If You, We or the Insurer cancel this policy and there has been a claim during the current Period of Insurance no refund will be allowed. If the premium is being paid by instalments, the outstanding balance under Your credit agreement including any interest charges will become payable by You.

When you get a van insurance quote, your excess is shown on the quote page. You can choose your voluntary excess yourself. A higher excess can cut the cost of your van insurance, but you will need to pay more before we settle a claim.

After you’ve arranged van insurance with us, your excesses are shown on your Schedule of Insurance and in your policy details. You can log in to your iGO4 portal to view your details and print your documents.