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.
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.
Correspondence should be forwarded to Coplus:
HIC Motor Claims Coplus Floor 2 Norfolk Tower 48-52 Surrey Street Norwich NR1 3PA
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.
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:
You can contact us by:
Upon receiving your complaint we will:
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.
Correspondence should be forwarded to Coplus:
HIC Motor Claims Coplus Floor 2 Norfolk Tower 48-52 Surrey Street Norwich NR1 3PA
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:
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.
There may be an administration fee for issuing a Green Card.
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.
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.
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.
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.
Yes, you should prepare to carry a Green Card to drive in the Republic of Ireland from 1 January 2021.
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.
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.
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.
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).
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.
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.
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.
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:
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:
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:
There are a number of discounts that could be available to you, they are:
In order that we can process your application we will need to following:
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
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.
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).
The link below provides a step by step guide to downloading, registering and using your FluxScore app.
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:
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.
If your car does not have a USB power output you can use the enclosed adaptor.
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:
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.
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.
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
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.
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 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.
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
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.
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.
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.
If your car does not have a USB power output you can use the enclosed adaptor.
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.
If you are driving a different vehicle to the one that we are insuring then you do not need to use the 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.
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
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.
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.
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.
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.
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.