Frequently Asked Questions
Accidents and Claims
After a car accident, I had my car repaired at a body shop my Insurance Company referred me to, but I'm not happy with the work that was done. Is there anything I can do about it?

Yes, firstly you should contact the repairer in question and tell them of the problems you are experiencing; they should make arrangements for your vehicle to go back to them for the work to be rectified. If you are still not happy you can contact Coplus on 0344 381 4462.

Do I get a courtesy car if I have an accident?
This depends on a number of factors. You must make a claim through your own policy and have comprehensive cover. You would then receive a courtesy car providing you use the approved repairer, subject to availability and only for the duration of the repairs. If your vehicle is written off, a courtesy car would not be provided.
How do I make a claim?

Should you need to make a claim please contact our claims handling service operated by Coplus on 0344 381 4462. The lines are open 24 hours a day, 7 days a week. Their specialist team will guide you through the claims process from start to finish.

If I need to use Legal Expenses Cover are there any additional costs other than the annual premium?
Please refer to your Legal Expenses policy wording for cover and any limit which would apply.
I have received third party correspondence, what should I do?

Correspondence should be forwarded to Coplus:

HIC Motor Claims
Coplus
Floor 2
Norfolk Tower
48-52 Surrey Street
Norwich
NR1 3PA

I've just been in an accident. How will the Insurer arrange the payment for repairs to my car?
Your Insurer will arrange payment direct with an approved repairer or garage of your own choice. Costs are agreed before work is authorised and you would be expected to pay your policy excess directly to the garage once repairs are complete. If you are claiming using your legal cover you may be able to claim back your excess but should discuss this with your claims handler.
What should I do if I've just had a car accident?

Exchange full details with any other party involved ensuring you note their registration number and then contact our claims handling service operated by Coplus on 0344 381 4462. They can be contacted 24 hours a day, 7 days a week.

Why do I have to pay my excess if an accident is not my fault?
If you have to make a claim from your policy then your excess is payable. You may be able to reclaim this, depending on the circumstances. Your claims handler will advise you how to proceed and whether you should be able to reclaim your excess.
Cancellations
What do I need to do to cancel my policy?
Please call us first so that we can provide you with an estimated cancellation refund. Some policies do not allow any refund upon cancellation. Normally it is more cost effective to keep your policy running. If you wish to cancel your policy, your Insurer will only cancel the policy from the date the received the return of your instructions and your policy documents including the Certificate of Motor Insurance. Please accompany these with a covering letter providing your reason for cancellation.
Contacting us
What do I do if I have a complaint?

We are committed to providing a quality service and achieving the highest standards of conduct. One of the ways in which we can continue to improve our service is by listening to the views of our customers. We aim to ensure that:

  1. making a complaint is as easy as possible;
  2. we treat as a complaint any clear expression of dissatisfaction with our service which calls for a response;
  3. we treat all complaints seriously;
  4. we deal with it promptly, politely and without unnecessary delay;
  5. we respond in the right way - for example with an explanation or an apology where we have got things wrong, or information on any action taken etc;
  6. we learn from complaints and use them to improve our service.

You can contact us by:

  • Phone: 0344 381 6530 Monday to Friday, 9am to 5:30pm (excluding bank holidays)
  • Email: [email protected]
  • Writing to:
    Customer Care,
    HIC,
    2 The Causeway,
    Bishop's Stortford,
    Hertfordshire,
    CM23 2EJ.

Upon receiving your complaint we will:

  1. acknowledge receipt within 5 working days;
  2. if resolved with you within 3 working days send you a summary resolution confirmation;
  3. provide you with the name and job title of the person dealing with your complaint;
  4. within 4 weeks of receiving your complaint, send you either a final response or provide you with an update on progress and confirm when we anticipate being able to make further comment;
  5. within 8 weeks from the date your complaint was received by us, either:
    1. provide you with our final response;
    2. where this is not possible, you will be advised of the action that is outstanding and when you can expect to hear from us again and who you should contact in the meantime.

    6. If you are dissatisfied with the outcome of your complaint or have subsequently decided that you are dissatisfied with a resolution, you may refer the matter to the Financial Ombudsman Service on the details below. We would like to take this opportunity to advise you that they are not able to consider your complaint until you have first attempted to resolve it with us.

    Financial Service Compensation Scheme (FSCS): We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim without any upper limit. Further information about compensation scheme arrangements is available from the FSCS website www.fscs.org.uk.

Documents
Agreed Value Forms and Photographs
Agreed value forms are not essential to your policy. Without them, the policy will proceed on a 'market value' basis. Therefore it is beneficial for you to provide the forms, but the policy would not be cancelled if you do not send them. If you have been asked for more than one of the following, we require both (or all) of the forms in order to proceed with the agreed value. Photos - If we have asked for photos of the vehicle, they should be taken square on to the vehicle and make sure it is completely in shot. The Insurers need to be able to see the complete vehicle in order to agree the value you have requested. We also require shots of the engine bay and the interior. For some bigger vehicles, such as motor caravans, it is better to take more than one picture of the interior. The photos also need to be of good quality with the vehicle clearly visible (for example, no disruption on the photo or no glare). Agreed Value Form - This is to be completed by you, and needs to be fully completed in order for the Insurers to agree the value you have requested. In the top section, make sure that all of the sections are completed. If they are not relevant, please write 'n/a' in the space provided. In the middle section, you need to specify the condition of various parts of the vehicle, and also detail any modifications and restoration work that the vehicle has had. Independent Valuation - This is to be provided by an independent source, such as an owners club. It should be on headed paper and state clearly who has provided the valuation and their qualifications.
Can someone else sign my paperwork for me?
Unfortunately as the main driver is the policyholder the forms need to be signed by them as this is who the agrement with the Insurer and ourselves is being taken out by.
Direct Debit Agreement
Ensure that you read the agreement thoroughly. If you complete the boxes with your card details, the balance of your agreement will be taken should you default on your payments. The form also explains that the policy will be automatically renewed next year, and that we would tell you the payment amount at least 21 days prior to your renewal.
Do I need to state both my engine number and chassis on the modified vehicle report form?
The modified vehicle report form will only need both the engine number and chassis number if there are engine modifications. If this is not the case then you can supply just either the engine number or the chassis.
Driving Licence
You only need to provide a copy of your driving licence - please do not send the original. You should make a copy of the counterpart section, and the front and back of the photocard. If you have the 'old style' licence, please simply copy the whole sheet.
DVLA Check Code – How to obtain one
Please see the guide to obtaining your DVLA check code.
I have received third party correspondence, what should I do?

Correspondence should be forwarded to Coplus:

HIC Motor Claims
Coplus
Floor 2
Norfolk Tower
48-52 Surrey Street
Norwich
NR1 3PA

I know my rough mileage, can I state that on the limited mileage form?
The mileage given has to be as accurate as possible so that we can keep a record of the mileage used within an insurance year. If you cannot provide an accurate reading for this then you may be asked to produce copies of your MOT certificates.
Limited Mileage Declaration
If we have sent you a mileage declaration, your policy has been arranged on a limited mileage basis. You need to provide the mileage of the vehicle from the beginning of the policy, and will be asked to provide the closing mileage when the policy renews or lapses. Should you change your vehicle during the policy, we would require the closing mileage on your original vehicle, and the starting mileage on the new vehicle. We would then calculate the mileage for both vehicles when the policy renews.
Modified Vehicle Report Form
The modified vehicle report form should be completed with all modifications to your vehicle. Ensure that you do tell us ALL modifications, as any non-disclosures could mean that a claim does not get dealt with, or extra premium is added to your policy. In extreme cases the Insurers could null and void your policy. Ensure that you complete the engine and chassis number, as your Insurers require these. Please also ensure that you sign and date the form on the second page.
Proof of Owners Club Membership
If we have asked you for this, a discount would have been allowed on your policy because you are a member of an owners club. If you have a membership card, please provide a copy of this. If you don't have a card, you can provide the name of the club, the membership number and the expiry date. If you are a member of an online club, we would preferably need an email from the administrator of the club to confirm you are a member, which states your full name.
Security/Immobiliser Forms
If your policy requires a certain level of security you would have been told this at the time of the quotation. A lot of vehicles have security fitted as standard; so if this is the case, tick the box on the form that states this. All you then need to do is sign and date the form. If your security is not standard to the vehicle, we would need you to complete the make and model of the security device. If you have a certificate of fitment, you could also send a copy of this in for our records. A Thatcham approved device may be needed - if you are not sure if your device is, you can contact us and we will be able to tell you. A Thatcham Category 2 device is an immobilising system; a Thatcham Category 1 device is an immobilising system with a linked alarm.
Why do we ask for paperwork? Read the PDF here.

Over the years, HIC have insured thousands of vehicles for their owners. As a result of this we have built long-standing relationships with several insurance companies.

When taking out a policy, you will often be asked to submit some or all of the following paperwork:

  • A copy of the driving licence for all drivers on the policy
  • A completed proposal form
  • A form detailing all modifications
  • Proof of your no-claims bonus
  • Photographs
  • A Security Declaration
  • Written confirmation of expected mileage
  • A Utility Bill
  • Further documentation (occasionally requested to support the policy)

Unfortunately this additional paperwork does generate more work for you and us, but ultimately our customers benefit from our stringent quality control of new policies. This allows us to accurately underwrite the policy and provide correct cover and pricing, particularly should new information come to light of which we were unaware.

Over the years we have successfully negotiated large discounts for our customers and have only been able to do this because of the quality of the business we provide to our insurer partners. It is vital that we protect these discounts enabling us to continue offering our customers fantastic prices on great products. This is why we have to ask for copies of the various documents we have listed.

A few minutes of your time sending us the documents we have requested will therefore allow us to continue offering some of the most competitive rates found anywhere in the UK insurance market.

Green Cards - Travelling Abroad
Do I have to pay for a Green Card?

There may be an administration fee for issuing a Green Card.

Do I need a Green Card for each vehicle on my multi-car policy?

Yes, a Green Card is required to cover each vehicle insured under a policy, so you’ll need a Green Card for each individual vehicle included in a multi-car policy that you intend to drive abroad.

Do I need a Green Card when driving abroad?

Although the UK intends to remain part of the Green Card-free circulation area and meets all the requirements to do so, a decision confirming that has not yet been made by the European Commission.

Therefore, UK motorists should prepare to carry Green Cards as proof of insurance cover when driving in the EU, EEA, Switzerland, Serbia and Andorra from 1st January 2021.

Do I need a separate Green Card for my trailer or caravan?

Yes, you’ll need one for the towing vehicle and one for the trailer / caravan. You might need separate trailer insurance in some countries as well – get in touch with us for a quote.

How can I get a Green Card?

Contact us in good time before you intend to travel – preferably a few weeks before – with your dates of travel and a list of the countries you intend to drive in and through, and we will issue you a Green Card for those dates and countries. If you are travelling within the EU or EEA, your Green Card document no longer needs to be printed on green paper, so you will now be able to print this yourself at home, similarly to printing a boarding pass before travelling by air.

Policy holders can print them on white paper using black ink only. If you are unable to access a printer, please let us know as soon as possible and we will send one in the post instead.

I live in Northern Ireland; will I need a Green Card now to drive in the Republic of Ireland?

Yes, you should prepare to carry a Green Card to drive in the Republic of Ireland from 1 January 2021.

I’m from the EU/EEA – do I need a Green Card to drive in the UK?

You should prepare to carry a Green Card or other valid proof of insurance when driving in the UK from 1 January 2021 – contact us to arrange this.

What if a policy is due for renewal when driving abroad?

If your policy is due for renewal during the period of travel, you need a Green Card for each policy. When you contact us with your travel dates, we’ll let you know if this applies and discuss renewing your policy to make sure you have the cover you need.

What if I drive abroad without a Green Card?

It will be illegal to drive abroad without a Green Card from 1 January 2021. You could be prosecuted, face penalties or fines, or have their vehicle seized. Should you find yourself abroad without a Green Card, or any other relevant insurance documents, contact us urgently and we’ll do our best to help get these to you.

What other documentation will I need to carry?

Alongside your Green Card(s), when travelling abroad you should carry your driving licence, your Certificate of Motor Insurance for each vehicle, a GB sticker on your vehicle, and possibly an international driving permit (IDP).

Will Green Cards be accepted electronically or is a physical copy required?

You must carry a physical copy of your Green Card when driving abroad – Green Cards will not be accepted in an electronic format (e.g. shown on a smartphone screen, etc). Please print out your Green Card or contact us to request a physical copy before travelling.

Will Green Cards be checked at borders when driving in the EU?

You may need to show your Green Card at the border when entering the EU/EEA or moving between EU/EEA Member States, but this will depend on the border authorities of the relevant country. Motorists may also face police checks while driving abroad and will need to present a Green Card if they are involved in an accident. You will need a physical copy – electronic copies (e.g. shown on a smartphone) will not be accepted.

Will I need extra motor insurance policy cover in order to travel to the EU or EEA from 1 January 2021?

No, your policy includes third party cover for travel to the EU/EEA and will continue to do so after the Brexit transition period ends.

Third party cover means that you meet the minimum insurance cover as required by law, but should you be involved in an accident, you will only be able to claim for the damage caused to the third party. Please check your policy booklet for details of the cover provided on your policy specifically.

No Claims Bonus
Do I need to send proof of my No Claims Bonus?
If you have stated that you are using your No Claims Bonus then you will need to send us proof of this from your previous insurer immediately.
My no claims bonus is being used on another car
Some insurers will take this into consideration and allow an enhanced introductory discount.
No Claims Bonus
No claims bonus can only be used on one policy at the same time so ensure that your previous policy is either cancelled, or you have requested that the no claims bonus has been removed from the policy. In either case your Insurers should provide you with some proof as to your no claims entitlement, for example a renewal notice or a cancellation schedule. As long as they show your entitlement you can forward these onto us as your proof of no claims bonus. Alternatively, complete the form provided and we will attempt to contact your previous Insurers for the no claims bonus proof for you. If your quote was based on you having no claims bonus on your first vehicle please either provide written proof from your Insurers, or complete the form (as above). It is less likely that we will be able to obtain the proof verbally though, as your other policy will still be running.
Proof of Company Car No Claims Bonus
You may have had a company car for the last few years and this is your first policy 'on your own'. If this is the case, your no claims bonus would have been earned on the company car. We can allow a discount on our policies for this, but would just need to see proof from your company. This generally is provided in the form of a letter from the Insurers of the vehicle, or a letter from your Company stating the dates that you had the vehicle from and to, and that you had no claims during that time period.
Payment Options
How can I pay?
You can pay in full by any of these cards: Visa, Delta, Mastercard, Switch/Maestro or Solo. You can also take advantage of our credit plan by paying a deposit and spread the balance over 9 months by a direct debit from your bank account. This is subject to terms and conditions and credit checks may be required. Unfortunately we are unable to accept cheques.
Policy Terms and Additional Cover
Comprehensive Cover

Comprehensive cover is the highest level of cover that you can get for your car and any damages and injuries arising from it. It usually goves you all risks protection but comprehensive policies differ a lot from provider to provider, so it's advisable to check the policy details. Some insurance policies cover accidental and windscreen damage, personal belongings and audio equipments or a courtesy car, but others keep premiums low by sticking to the basics. Comprehensive cover is recommended for cars for over £1,000 in value and is essential for cars worth over £5,000. New cars bought on finance have to have fully comprehensive insurance. Usually it covers:

  • Injuries to other people, including passengers
  • Damage to other people's property
  • Accidents caused by your passengers
  • Liability arising from the use of a caravan or trailer, while attached to the car
  • Fire damage and/or theft of your vehicle
  • Accidental damage to your own car
  • Personal accident benefit - certain amounts are paid in the event of the death or permanent disablement of the policyholder (and sometimes his or her spouse of family member)
  • Medical expenses necessarily incurred, up to a stated limit
  • Loss of or damage to personal belongings in the insured car, up to a stated limit
Cover for Track Days
Some of our policies provide an extension allowing you to use your vehicle whilst taking part in a marshalled track day for non-competitive events.
Do I need Legal Expenses cover if I know a solicitor?
Legal Expenses cover is always a benefit as although you may know a solicitor they may not specialise in Uninsured Loss Recovery. They would also possibly charge you for their assistance. The legal cover with your HIC policy is free of charge. Please refer to your Legal Expenses policy wording for cover and any limit which would apply. Using your own solicitor can incur costs which may not be able to be recovered.
How much cover does Legal Expenses Cover provide?
Please refer to your Legal Expenses policy wording for cover and any limit which would apply.
Modifications
All alterations to your vehicle since it left the manufacturers production line are treated as a modification. We specialise in insuring vehicles that have been modified and most modifications are acceptable, and many without any extra charge.
Third Party Cover

Third party insurance is the minimum level of car insurance required by law in the UK. It is the cheapest option and only covers you for liabilities to other vehicles if you cause an accident. It usually covers:

  • Injuries to other people, including passengers
  • Damage to other people's property
  • Accidents caused by your passengers
  • Liability arising from the use of a caravan or trailer, while attached to the car
Third Party Fire and Theft Cover

Third party fire and theft insurance works like third party but includes protection for your vehicle against any losses through fire and theft. It usually covers:

  • Injuries to other people, including passengers
  • Damage to other people's property
  • Accidents caused by your passengers
  • Liability arising from the use of a caravan or trailer, while attached to the car
  • Loss in the event of theft of your vehicle
  • Damage to your vehicle in the event of fire
What does the Driving of Other Cars extension cover me for?
This is not automatically included and you will need to check your Certificate of Motor Insurance to see if this extension has been provided. This extension of cover provides you with only limited cover and is provided by the Insurer for emergency purposes only. This extension of cover provides you with Third Party Only cover to drive another car that is not owned or registered to you, or on loan to you, or on hire to you. Also this extension only applies to the Policy Holder and not to any of the named drivers.
What is an Agreed Value?
An Agreed Value is available on Classic, Collectable or Modified Vehicles. Depending on the vehicle's condition the listed market value may not reflect the value that could then be reached if you were to sell the vehicle. If you have an agreed value and your vehicle is a total loss, then any offer will be based on the certified value rather than market value. For all agreed value policies, you will be required to supply several photographs and receipts of parts and labour costs for the work that has been done on your vehicle. We will review this and if agreeable we will issue you with an agreed valuation certificate.
Quotations and Mid-term adjustments
How can I reduce the cost of insurance?

There are a number of discounts that could be available to you, they are:

  • Limiting your annual mileage
  • Inclusion of a voluntary excess - this will be in addition to any other excess
  • If you have a Thatcham alarm/immobiliser or tracking device
  • Restrict the driving to yourself or named drivers over 25
My immobiliser is not a standard fit, how do I find out what is fitted on the car?
We usually suggest you either contact the previous owner or dealer as they may have fitted it, or take the car to a garage to see if they can find the make and model.
What information will I need to accept a quote?

In order that we can process your application we will need to following:

  • Your registration number
  • Your payment method including your bank sort code and account number
  • Details of your previous insurer including their name and policy number
  • Your current mileage reading
Smartbox - FluxScore
Can the Smartbox be transferred to another vehicle?
The box will need to remain in the insured vehicle at all times. The only times the box should be removed from the vehicle is if the vehicle has been changed, or the policy has cancelled or lapsed.
Does this policy earn No Claims Bonus?
Yes. Subject to your policy running for the full term, and no accidents or claims being reported, you will earn one year of No Claims Bonus.
Do I have to download the FluxScore app?
Yes, it is a policy requirement to download the FluxScore app. Failing to download the app will lead to your policy being cancelled.
Do I need to notify of any claims or convictions that happen during the policy?

We should be notified of all amendments that would affect your policy. If you are in doubt, it is best to notify us anyway, as a claim could be affected if any of your information is incorrect. For example, if you obtain a motoring conviction we should always be advised as soon as possible.

Depending on the type of conviction, fixed penalty notice or endorsement, your policy may result in terminations. We would give you seven days' notice.

As long as the motoring convictions, fixed penalties or endorsements do not result in termination, you can request your FluxScore app to be updated to reflect this amendment in your projective renewal premium by contacting us on 0344 381 6530

You must also inform us if you have an accident, regardless of the blame, or if a claim is likely to be made against your policy. The indication of your renewal premium shown on your FluxScore app is based on any accidents or claims that are deemed 100% non fault before the renewal date. You can request for your FluxScore app to be updated to reflect any fault or partial fault incidents or claims by contacting us on 0344 381 6530

Do I need to tell you if I change my mobile number?
Yes, this is very important. We need up to date contact details to be able to text you if there is an issue with the Smartbox, or when it needs charging.
How can I tell if the Smartbox is activated?
An activation text message is sent to you on the mobile number you provided once the Smartbox has been activated. You must activate it within 72 hours or your policy will first be reduced to third party only cover, and ultimately cancelled.
How do I get a good score?
Drive safely!
How do I install the Smartbox?
Click here to watch the video showing you how to install the Smartbox.

Step 1 – Where to Locate on your Windscreen

The unit needs to be securely attached and mounted upright to the inside of the front windscreen of your vehicle. It must be working for the whole of your insurance policy.

Decide where you want to put your Smartbox. Do not peel off the glue strips on the reverse of the Smartbox at this point.

If your vehicle has enough space then it is ideal to mount your Smartbox on the driver’s side of the windscreen so that it can be easily reached once installed.

The unit must not be mounted within the area of the windscreen which is cleaned by the wipers. Make sure that where you have chosen to place your Smartbox does not obstruct your view of the road.

Step 2 – Cleansing your Windscreen

Your Windscreen must be clean and warm for the Smartbox to secure.

Warm your windscreen - you can do this by letting the car run for a few minutes.

Then use the special wipe provided to prepare the glass for your Smartbox.

Once it’s cleaned, you MUST let the solution evaporate to leave the windscreen dry - otherwise your Smartbox will not secure properly.

The glue is very strong, so you will only get one go at applying the Smartbox.

Carefully expose the glue pad and press firmly against the windscreen for at least 10 seconds.

Step 3 – Connecting Power

Once your Smartbox is attached to the windscreen the charger can be attached for the first time.

Apply power using the enclosed USB charging lead. If your car does not have a USB power output, use the enclosed adaptor.
You may need to start your engine to achieve this.

How do I know if the Smartbox is working?

Firstly, you should receive an activation text message. If there are any issues with the Smartbox, you may receive a further text message. You should also see a green flashing light when the vehicle is in motion.

Guide to the Smartbox lights:

GREEN SINGLE FLASH INTERMITTENTLY (approx. once every 10 seconds) - System operating with sufficient battery.

RED ILLUMINATED (FLASHING LIGHT) - Internal Battery requires charging> Please attach charging lead.

RED ILLUMINATED (SOLID LIGHT) - Battery charging.

GREEN ILLUMINATED (SOLID LIGHT) - Battery fully charged (a green solid light will only be displayed with the charger inserted).

How do I use the FluxScore app?

The link below provides a step by step guide to downloading, registering and using your FluxScore app.

Step by step guide

How is my score calculated?
The Smartbox will record your driving data via your Smartbox to determine your driving behaviour and to provide you with a projected renewal premium. Safe driving will reduce your projected renewal premium. The premium will be displayed on your app as a summary of your journeys.
How is the Smartbox powered?
Unlike most black box telematics systems which need hard-wiring into your vehicle by an engineer, the Smartbox is battery powered. It just needs charging periodically from your USB power output or your cigarette lighter.  A red flashing light will let you know when the device needs charging. If your Smartbox runs out of battery your insurance will be cancelled after seven days. Charging the Smartbox during this period and calling us can reverse this cancellation notice
How long does it take to send the Smartbox out to me?

The Smartbox provider, iTelematiX, send the Smartbox to you using the DPD delivery service. The Smartbox is sent using a Fully Tracked Delivery Service (Monday-Friday). DPD will send you a notification e-mail and/or text message with the expected date and time of delivery. The text message will state the delivery as being a 'iTelematiX parcel' If you will not be at home then you can change the delivery details by following the link to the DPD website within the text message/through the DPD email.

On the morning of delivery you will receive another notification e-mail and text message to advise an expected one-hour time slot for your delivery. At this point you can change the delivery date or opt to have the package:

  1. Left with a specified neighbour
  2. Collected from the local depot
  3. Delivered to a DPD Pick-Up shop
I don't agree with my score, what can I do about this?

The onus is on you as the user to provide suitable evidence if you believe the basis of your data is incorrect.

We use reasonable endeavours to ensure the data is accurate and to correct any errors or omissions as soon as possible after being notified of them. However, we do not guarantee that the data will be fault free and we do not accept any liability for any errors or omissions.

I don't have a USB Power Output in my car, what can I do?

If your car does not have a USB power output you can use the enclosed adaptor.

Is my driving still monitored after my renewal date?
The projected renewal premium is based on you continuing with a FluxScore policy that would continue to monitor your driving.
Is my renewal premium accurate?
The premiums shown on your FluxScore app are accurate, as long as we have your correct information your renewal premium will be correct.
My App says I'm suspended but the call centre is closed, am I still insured?
Yes, but unless you receive an email telling you otherwise you will need to call us immediately when the call centre opens. Our Customer Service department are open Monday to Friday 09:00 - 17:30, and Saturday 09:00 - 14:00.
What are the alert limits?

Alerts will be issued to you if your Smartbox records that your driving behaviour is below the threshold. The type of alert is dependent on the exact type of driving behaviour at the time. The alerts are as follows:

  • Alert 1 - negative score issued.
  • Alert 2 - negative score issued, more serious issue, will eventually lead to policy suspension or cancellation.
  • Alert 3 - negative score issued, serious issue, policy suspended.

If Alert 3 is issued, the scoring system is disabled. You should call us immediately as your insurance policy could be in danger of cancellation.

What assumptions does my projected renewal premium make?
That none of your information has changed. Your renewal premium will therefore be based on one additional year's no claims bonus, in addition to all of the information that you have provided to us.
What do I do if I've decided I don't want the Smartbox?

If you decide that you don't want the policy anymore when you receive the Smartbox, you must return it unopened, to iTelematiX, and you will receive a full refund of the cost of the Smartbox (less a £40 administration fee).

If the seal on the packaging is broken, the cost of the Smartbox is non-refundable. You may return it to iTelematiX for disposal in line with Waste Electrical and Electronic Equipment recycling (WEEE) regulations.

What happens if I am driving another vehicle?
If you are driving a different vehicle to the one that we are insuring then you do not need to use the Smartbox.
What happens if I do not charge my Smartbox?
It is a condition of this insurance policy that your Smartbox is fitted and charged at all times. If your Smartbox has no power your cover will reduce to Third Party Only and, if you still do not charge the Smartbox, your policy could be cancelled.
What happens if I don't fit the Smartbox?

You have 72 hours to fit and activate the Smartbox before policy cover changes to third party only. The policy will ultimately be cancelled if the device is not installed properly.

If fitting the Smartbox in this time is causing you problems, call our customer service team on 0344 381 6530

What happens if I get suspended?
If your FluxScore account is suspended we will conduct a review into your driving behaviour. After this review either the suspension will be lifted, or your policy would be cancelled. We recommend that you contact us if you notice that your account is suspended and you have not yet heard from us.
What happens if I have an accident?

The Smartbox is pre-programmed to make an automated call when the assistance button is pressed or when there has been a large impact detected. This feature should only be used in case of emergency, breakdown or accident as the call will be automatically directed to an emergency call centre who will try to provide advice and assistance appropriate to the circumstances of the call. When the assistance button is pressed the Smartbox will communicate your current location to the operator receiving the call and will allow them to communicate directly with you using the device's in-built microphone and speaker.

You must use this feature immediately to report accidents and incidents that you have been involved in, whether they are your fault or that of another party.

What happens if somebody else drives my car?
The Smartbox will track driving behaviour for the duration of the policy term regardless of who is driving the vehicle. If anyone else is going to drive your vehicle we recommend telling them that your vehicle has a telematics device that will track and record their driving behaviour, which could affect your renewal premium.
What will happen if I cannot take delivery?
Failure to take delivery of the Smartbox will lead to additional delivery charges. In order to avoid these charges, please make sure you can take delivery from the DPD delivery service or follow the link in the text message to arrange delivery to a preferred neighbour / DPD Pick-Up shop.
What will I get charged if I cancel the policy?

Your refund will be calculated on a pro-rata basis. The cost of the Smartbox and data is non-refunded. On all refunds we retain our commission and an administration fee.

When I check my score, what do the numbers mean?

When you check your score on the FluxScore app, there are three different figures shown.

The first is what effect yesterday's driving has had on your next renewal.

The second is what your next renewal would be if your policy renewed today.

The third is what your next renewal premium would be if you achieved the maximum saving every day between now and your renewal date.

Who can access my data?

Your data can only be accessed via your app and portal. We will only give driving information to the policyholder or the registered parent/guardian who's email address is registered.

If requested to do so by a court order or by law, we will provide the data collected by your Smartbox to other Third Party organisations

Who owns the Smartbox and accessories?
The cost of the Smartbox and accessories is included in the price you pay for your policy. Once the seal on the packaging is broken, you cannot get a refund and it is therefore your property. If you change your car or replace your windscreen you will need to contact us to buy a new cradle. It is also possible to contact us in order to purchase a new charger.
Why have I not received an activation text message?
Your Smartbox could be out of range. The system works on a mobile network so it could be that if it's in a garage, there is no signal to confirm the Smartbox has been charged properly. If this is the case, the vehicle should be taken to an area with a signal, and a text message should then be sent through. If, after 24 hours you have still not received a text message, please contact our customer service team.
Why is my best renewal premium higher than it was yesterday when I have saved money?

There is a maximum saving that you can achieve each day. Your best renewal premium is based on you getting this maximum saving every day for the remainder of your policy.

For example - if the maximum daily saving is £1.00 and you were to then save 50p, rather than the full £1.00, then your best possible renewal rate would now be 50p higher than it was the previous day.

Smartbox - FluxScore - Refer a Friend
If I refer more than one friend can I choose to take my reward differently each time?
Yes each time you qualify for another reward you may choose to receive your reward in a different way
My friend has become a policyholder but you haven’t paid me yet?
Your friend’s policy has not been active for 14 days.
My friend has cancelled/been cancelled within the first 14 days, will I still get the reward?
No – only policies where the friend has been on cover for 14 days are eligible to qualify for the reward.
My mum/dad pays for my policy can I get the money myself?
Yes –We can arrange an eVoucher to be sent.
My policy is due to lapse and I’m not staying with Fluxscore, will you still pay me if my friend becomes a Fluxscore policyholder?
No – Cancelled policies are not eligible for the Refer-a-Friend scheme.
My premium credit payment is in arrears – can I get paid as an e-Voucher?
No – if their premium credit account is in arrears the payment must be used as a payment towards any arrears. Any subsequent rewards after the arrears have been cleared may be taken as a e-Voucher.
What is the e-Voucher?
Your e-Voucher would be sent direct to your registered email address from Voucher Express. The voucher is redeemable with over 30 retailers including; Amazon, Curry’s PC World, John Lewis, Tesco, Ikea and Costa Coffee, etc. The list of places where the voucher can be used may change from time to time. To see the current list please google: www.voucherexpress.co.uk. https://www.voucherexpress.co.uk/full-range.aspx If you do choose the voucher it may take up to 3 working days for you to receive the voucher, usually it is much quicker.
When do I get my reward?
You become eligible for your reward after your friend has been on cover for 14 days.
Why do I have to wait 14 days?
This is to allow for all the policy checks to be completed and to ensure your friend has fitted and activated their device and has recorded their first journey.
You say you’ve sent me my e-Voucher but it hasn’t arrived?
We send an email confirmation of the e-Voucher to the email address you have registered against your Fluxscore policy. The email will be from VoucherExpress.co.uk. Please check your spam/Junk folder.
You’ve suspended/cancelled me will I still get the reward?
No – Cancelled policies are not eligible for the Refer-a-Friend scheme.
Smartbox - Mileage
Can the Smartbox be transferred to another vehicle?
The box will need to remain in the insured vehicle at all times. The only times the box should be removed from the vehicle is if the vehicle has been changed, or the policy has cancelled or lapsed.
Do I get a refund if I drive slowly?
The Smartbox records your mileage and can record if your car is involved in an accident. It does not give a discount based on your driving speed.
Do I need to tell you if I change my mobile number?
Yes, this is very important. We need up to date contact details to be able to text you if there is an issue with the Smartbox, or when it needs charging.
How can I tell if the Smartbox is activated?
An activation text message is sent to you on the mobile number you provided once the Smartbox has been activated. You must activate it within 72 hours or your policy will first be reduced to third party only cover, and ultimately cancelled.
How do I install the Smartbox?
Click here to watch the video showing you how to install the Smartbox.

Step 1 – Where to Locate on your Windscreen

The unit needs to be securely attached and mounted upright to the inside of the front windscreen of your vehicle. It must be working for the whole of your insurance policy.

Decide where you want to put your Smartbox. Do not peel off the glue strips on the reverse of the Smartbox at this point.

If your vehicle has enough space then it is ideal to mount your Smartbox on the driver’s side of the windscreen so that it can be easily reached once installed.

The unit must not be mounted within the area of the windscreen which is cleaned by the wipers. Make sure that where you have chosen to place your Smartbox does not obstruct your view of the road.

Step 2 – Cleansing your Windscreen

Your Windscreen must be clean and warm for the Smartbox to secure.

Warm your windscreen - you can do this by letting the car run for a few minutes.

Then use the special wipe provided to prepare the glass for your Smartbox.

Once it’s cleaned, you MUST let the solution evaporate to leave the windscreen dry - otherwise your Smartbox will not secure properly.

The glue is very strong, so you will only get one go at applying the Smartbox.

Carefully expose the glue pad and press firmly against the windscreen for at least 10 seconds.

Step 3 – Connecting Power

Once your Smartbox is attached to the windscreen the charger can be attached for the first time.

Apply power using the enclosed USB charging lead. If your car does not have a USB power output, use the enclosed adaptor.
You may need to start your engine to achieve this.

How do I know if the Smartbox is working?

Firstly, you should receive an activation text message. If there are any issues with the Smartbox, you will receive a further text message. You should also see a green flashing light when the vehicle is in motion.

Guide to the Smartbox lights:

GREEN SINGLE FLASH INTERMITTENTLY (approx. once every 10 seconds) - System operating normally.

RED ILLUMINATED (FLASHING LIGHT) - Internal Battery requires charging. Please attach charging lead.

RED ILLUMINATED (SOLID LIGHT) - Battery charging.

GREEN ILLUMINATED (SOLID LIGHT) - Battery fully charged.

How is the Smartbox powered?
Unlike most black box telematics systems which need hard-wiring into your vehicle by an engineer, the Smartbox is battery powered. It just needs charging periodically from your USB power output or your cigarette lighter.  A red flashing light will let you know when the device needs charging. If your Smartbox runs out of battery your insurance will be cancelled after seven days. Charging the Smartbox during this period and calling us can reverse this cancellation notice
How long does it take to send the Smartbox out to me?
The Smartbox provider, iTelematiX, send the Smartbox to you using the DPD delivery service. DPD will text you in advance with the expected date and time of delivery. The text message will state the delivery as being a 'iTelematiX Smartbox'. If you will not be at home then you can change the delivery details by replying to the text message.
I don't have a USB Power Output in my car, what can I do?

If your car does not have a USB power output you can use the enclosed adaptor.

What do I do if I've decided I don't want the Smartbox?

If you decide that you don't want the policy anymore when you receive the Smartbox, you must return it unopened, to iTelematiX, and you will receive a full refund of the cost of the Smartbox (less a £40 administration fee).

If the seal on the packaging is broken, the cost of the Smartbox is non-refundable. You may return it to iTelematiX for disposal in line with Waste Electrical and Electronic Equipment recycling (WEEE) regulations.

What happens if I am driving another vehicle?

If you are driving a different vehicle to the one that we are insuring then you do not need to use the Smartbox.

What happens if I do not charge my Smartbox?

It is a condition of this insurance policy that your Smartbox is fitted and charged at all times. If your Smartbox has no power your cover will reduce to Third Party Only and, if you still do not charge the Smartbox, your policy could be cancelled.

What happens if I don't fit the Smartbox?

You have 72 hours to fit and activate the Smartbox before policy cover changes to third party only. The policy will ultimately be cancelled if the device is not installed properly.

If fitting the Smartbox in this time is causing you problems, call our customer service team on 0344 381 6530

What happens if I have an accident?

The Smartbox is pre-programmed to make an automated call when the assistance button is pressed or when there has been a large impact detected. This feature should only be used in case of emergency, breakdown or accident as the call will be automatically directed to an emergency call centre who will try to provide advice and assistance appropriate to the circumstances of the call. When the assistance button is pressed the Smartbox will communicate your current location to the operator receiving the call and will allow them to communicate directly with you using the device's in-buil microphone and speaker.

You must use this feature immediately to report accidents and incidents that you have been involved in, whether they are your fault or that of another party.

What information is recorded?

The Smartbox is used to record the number of miles the vehicle has travelled during the policy. It is also pre-programmed to make an automated call when the assistance button is pressed or when there has been a large impact detected. This feature should only be used in case of emergency, breakdown or accident as the call will be automatically directed to an emergency call centre who will try to provide advice and assistance appropriate to the circumstances of the call. When the assistance button is pressed the Smartbox will communicate your current location to the operator receiving the call and will allow them to communicate directly with you using the device's in-built microphone and speaker.

You must use this feature immediately to report accidents and incidents that you have been involved in, whether they are your fault or that of another party.

The Smartbox records data which may be used to determine the circumstances of incidents and claims involving your vehicle.

What is the Smartbox and how can it help?

The Smartbox is a new fraud-busting telematics insurance product that turns into an in-car telephone following an accident, providing immediate two-way communication with claims handlers. The Smartbox also tracks motorists' mileage and cuts premiums for those who drive less.

Insurance fraud is reported to add an average of £50 to every motorist's premium, as fake whiplash claims and crash-for-cash scams cost insurers £2.1 billion a year. The ability for claims handlers to communicate directly with those involved at the scene of the accident has many benefits, not only speeding up the claims process, but also providing an immediate record of what happened and how many people are involved, and allowing insurers to speak with the third party at the scene - reducing the opportunity for evidence to be fabricated later.

Our representatives will also be able to speak with witnesses and possibly even members of the emergency services if they have time, all of which will help to stop issues like 'ghost' passengers, where drivers invent extra passengers who all then claim for whiplash injuries.

The Smartbox technology detects an accident and claims handlers automatically call the handset in the car.

The device also records location and speed. If the phone is unanswered following a collision claims handlers can alert emergency services to the location - potentially helping to save lives. This data may be used to determine the circumstances of incidents and claims involving your vehicle.

Unlike other black box telematics systems, the Smartbox neither increases your premium as a result of bad driving nor discounts for good driving, but records the car's annual mileage and is ideally suited to motorists of all ages who drive only a few thousand miles a year. The lower the agreed mileage, the lower the premium, with no curfews or expensive additional premiums for driving on busier A-roads.

Until now, limited mileage policies have typically only been available on classic car insurance, but we feel that those who do fewer miles should pay less. Our Smartbox gives insurers the security of knowing that motorists won't exceed the agreed mileage, leading to cheaper premiums. The fact that drivers are less likely to be the victims of fraudsters also allows them to offer reduced premiums.

Technology is playing an increasingly prominent role in reducing insurance fraud, with in-car cameras also able to give a clear picture of road accidents. If you would like any more information about in-car cameras and they discounts we can provide, please call our quotations team.

What will happen if I cannot take delivery?
Failure to take delivery of the Smartbox will lead to additional delivery charges. In order to avoid these charges, please make sure you can take delivery from the DPD delivery service.
What will happen if I go over the agreed mileage limit?

Our Smartbox telematics insurance schemes are perfect if you only drive your car a few thousand miles a year. However, it is important you select the right mileage limit at the start of your policy.

If you exceed the agreed mileage limit you will be required to pay the additional cost for increasing to a more realistic mileage limit. Depending on the terms of your policy, insurance cover could be reduced to third party only and/or cancelled.

What will I get charged if I cancel the policy?

Your refund will be calculated on a pro-rata basis. The cost of the Smartbox and data is non-refunded. On all refunds we retain our commission and an administration fee.

Who owns the Smartbox and accessories?
The cost of the Smartbox and accessories is included in the price you pay for your policy. Once the seal on the packaging is broken, you cannot get a refund and it is therefore your property. If you change your car or replace your windscreen you will need to contact us to buy a new cradle. It is also possible to contact us in order to purchase a new charger.
Why have I not received an activation text message?
Your Smartbox could be out of range. The system works on a mobile network so it could be that if it's in a garage, there is no signal to confirm the Smartbox has been charged properly. If this is the case, the vehicle should be taken to an area with a signal, and a text message should then be sent through. If, after 24 hours you have still not received a text message, please contact our customer service team.