Frequestly asked questions about car insurance
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Existing customers - car insurance

  1. How do I renew my policy?


    To renew your policy, you can simply arrange a call back or call our Renewals Hotline on 08444 933 943. Our experienced Renewals Advisors are waiting to take your call and assist you with any queries you may have. When contacting us, please have your reference number (found in the top right hand corner of your policy documents/letter) to hand. Please take time to read the information on the following discounted products:

    Legal Assistance Package

    Vehicle Breakdown Package

    These products come highly recommended by us. They are heavily discounted and because of this, they are only available when purchased alongside one of our motor policies. If you want to make a payment by Debit/Credit Card, please have the relevant card to hand to enable us to take the details from you and keep your call time to minimum.

  2. How do I make a claim?


    If you need to make a claim or you need advice then our experienced claims handlers are available to take your call 24 hours a day 365 days of the year. Simply call our dedicated Claims Team on 08444 931 327 We will handle all elements of your claim, making it a hassle free process. We are here to help, by ensuring:

    • An inspection of your damaged vehicle
    • Repairs carried out by approved repairers across the UK, with guaranteed repair work
    • Courtesy vehicles if and when required
    • All information is passed to the relevant parties
    • The availability of an understanding claims handler who specialises in nothing but handling claims
    • Subject to availability

    Autonet Insurance Services LTD is regulated by the Ministry of Justice in respect of regulated claims management activities; its registration is recorded on the website www.claimsregulation.gov.uk

  3. Claims Advice


    If you are involved in an accident then you must:

    • Stop and exchange details with the third party involved. This is a legal requirement.
    • If you are involved in an accident resulting in someone being injured or if you are unable to exchange particulars with the third party, you must inform the police within 24 hours.
    • Give your name and the vehicle owner’s name and address and registration number to anyone having reasonable grounds to require them. Your insurance company will not want you to make any statements admitting fault or liability to the third party. The police should be given all reasonable assistance.
    • You should obtain the name and address of the owner / rider of the other vehicle(s) involved along with the registration number(s) and the name(s) of their insurers.
    • You should obtain the names and addresses of independent witnesses, if any.
    • If the police attend, you should obtain the police officer’s name, number and station.
    • Try to show, through a sketch, details of width of road, position of vehicles involved and of any traffic, skid marks, positions of road signs, traffic islands, turnings etc.
    • If driving a vehicle owned or leased by an organisation, all accidents must be reported to the organisation’s head or nominated person and an accident report form completed, even if the vehicle is not damaged.

    You should also comply with the above even if you were not directly involved in the accident but the presence of your vehicle on the road may have been a factor in the accident.

  4. How do I cancel my policy?


    Before cancelling your policy you should refer to our Terms of Business, which you would have received with your policy documents. This will clearly state any charges or financial penalties you may incur when cancelling your policy. Although we will endeavour to offer the best advice and solution to any request for cancellation, all clients must be aware that entering into a 12 month insurance contract will have its financial costs when ending the contract early. If we cannot offer an alternative to you wanting to cancel your policy, when applicable, we will ensure that any credits due to you are refunded in good time. Please call us for further advice on 08444 930 870. Cancellation may not be the answer and should be viewed as the last resort… consider the alternatives:

    • We can make almost any amendment to your policy so you may not need to cancel it or change to another insurer, just call us to make your required changes
  5. How do I add another driver?


    To add another driver to your policy, simply call our customer services staff on 08444 930 870. When contacting us, please have your reference number (found in the top right hand corner of your policy documents/letter) to hand, along with as much information as possible regarding the new driver(s) you wish to add to your policy. Having as much information to hand as possible will aid us in keeping your call time down to a minimum.

  6. How do I change my address details?


    To change the address details on your policy, simply call our customer services staff on 08444 930 870. When contacting us, please have your reference number (found in the top right hand corner of your policy documents/letter) to hand, along with the new postcode and new full address. It is important to let us know where you are now keeping the vehicle at the new address. For example:

    • Vehicle was garaged but is now on the drive.
    • Vehicle was on the drive but is now on the road
    • Vehicle was on the road but is now garaged etc.

     

    As relevant loadings or discounts may be applied to your annual premium. Having as much information to hand as possible will aid us in keeping your call time down to a minimum.

  7. How do I change my email address or phone numbers?


    To change the email address or phone number details on your policy, simply call our customer services staff on 08444 930 870

  8. How do I change my vehicle details?


    To change your vehicle details, just call our customer services staff on 08444 930 870. When contacting us, please have your reference number (found in the top right hand corner of your policy documents/letter) to hand, along with as much information as possible regarding the details that you wish to change on your policy.

  9. How do I request a Green Card?


    To request a Green Card/Foreign Use to be added to your policy, simply call our customer services staff on 08444 930 870. When contacting us, please have your reference number (found in the top right hand corner of your policy documents/letter) to hand, along with information on:

    1. The country(s) you will be travelling to
    2. Any alterations to the riders on your policy
    3. Anything you may be towing
    4. Length of time the Green Card is required

    Please note, the following will apply:

    1. Your journey is for recreational purposes only
    2. You will not be covered for business use
    3. The vehicle must be the same one that is currently insured in your name

     

    Having as much information to hand as possible will aid us in keeping your call time down to a minimum.

  10. How do I make an amendment to my policy?


    To make an amendment, just call our customer services staff on 08444 930 870. When contacting us, please have your reference number (found in the top right hand corner of your policy documents / letter) to hand, along with as much information as possible regarding the amendment that you wish to make to your policy.

  11. How do I provide proof of my no claims bonus / introductory discount?


    To provide us with proof of your no claims bonus or introductory discount, simply call our customer services staff on 08444 930 870. Alternatively, you can e-mail us at: support@autonetinsurance.co.uk or fax us on 08444 935 981

  12. How do I provide account details for my direct debit?


    To provide us with account details for your direct debit, simply call our customer services staff on 08444 930 870 . Calls cost 10p per minute plus network extras.

  13. How do I provide details of a non-disclosed claim or conviction?


    To provide us with details of a non-disclosed claim or conviction, simply call our customer services staff on 08444 930 870. Alternatively, you can e-mail us at: support@autonetinsurance.co.uk or fax us on 08444 935 981. 

  14. How do I provide details of a gap in cover?


    To provide us with details of a gap in cover, simply call our customer services staff on 08444 930 870

  15. How do I request duplicate documents?


    To request duplicate documents, simply call our customer services staff on 08444 930 870.  We must refer you to the terms and conditions you agreed to when you took out this policy which clearly state that an administration charge may be made for the issuing of duplicate documentation. Please note that this will need to be paid prior to any duplicate documentation being sent to you.

  16. How do I amend incorrect details on my Statement of Insurance?


    No matter how insignificant you may think the amendment may be, it is important that you contact us to alter your policy as any amendment may alter the annual premium due. Failure to do so could mean your policy is incorrect and therefore any subsequent claims may not be honoured. Simply call our customer services department on 08444 930 870. 

  17. How do I make a payment?


    To make a payment on an existing policy, simply call our customer service staff on 08444 930 870. Please have your debit or credit card to hand to enable us to take the number from you and therefore keep your call time down to a minimum.

  18. What is the procedure for making a complaint?


    Please call our Customer Service department, on 08444 930 870, we will help resolve any problems you have and try to bring them to a successful conclusion.

    You can also contact us by the following means:

    By email:
    complaints@autonetinsurance.co.uk

    By post:
    Customer Services, Autonet Insurance, Nile Street , Burslem, Stoke-on-Trent. ST6 2BA.

    Please make sure you include your reference number with details of your complaint, this will help us deal with your enquiry quicker.

    If you have had your complaint dealt with by Customer Services but feel that the outcome remains unsatisfactory, then our complaints procedure will give you details of how we deal with your complaint and what further options are available to help resolve it.

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