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Frequently Asked Questions

  1. What's the main reason for getting a Telematics policy?

    With Telematics, your future car insurance premiums will be based on the way you drive. Most insurance policies just use generalisations about people in an age group and with a certain level of experience. If you're a safe but inexperienced driver, Telematics has the potential to save you a significant amount of money.

  2. What happens after I have purchased a Telematics policy?

    You'll need to have a telematics device (black box) fitted to your car which Charles Hurst will arrange. Once they have installed your box, it starts analysing your driving, allowing you to view your driving score on your online dashboard.

  3. How much does the box cost to install?

    Autonet are paying for the cost of the telematics box to be fitted to your car. 

  4. Can the policy have more than one named driver?

    Yes, as well as the main driver (the Policyholder) you can add up to three additional drivers. Adding one of your parents to your policy can offer an extra discount. Of course they’ll be required to adhere to the terms and conditions of the policy. 

  5. Does my car need to be kept at my home address?

    You can keep your car at a different address, but you'll need to let us know as this is important in making sure you're paying the right price for your insurance. For example, if you're a student you can give us your university address as the place your car is kept most often, but use your home address for correspondence. If your car is kept somewhere other than your home address most of the time you can choose this option when getting your quote, or call and let us know on 03303 438 800.
  6. Can the policy include business travel?


  7. Can I earn a No Claims Discount?

    Yes, you can, provided no claims have been made by you or anyone else against your policy.

  8. Can I earn No Claims Discount as well as safe driver discount?

    Yes, the insurer will apply your No Claims Discount and your Driver Rating separately.

  9. Can I protect my no claims discount?

    Yes, if you have more than 5 years bonus, aged 21 or over, and have no more than one fault claim or one non fault claim in the past 3 years, you can choose to protect your no claims discount when you get a quote. This means you won’t lose all your no claims discount straight away if you make a claim during the policy year. However, your insurance will cost a little more. Please note protecting your no claims discount doesn’t protect the overall cost of your insurance. Your price can increase after an accident even if you aren’t at fault. If you choose to protect your no claims, full details will be included with your quote. 

  10. Renewing your policy

    When your policy’s due to renew, we will send you a renewal invitation. Please check all your details to make sure they are still correct. These documents will include your new total cost of next year’s insurance, plus any optional extras. We’ll also include last year’s prices so you can easily compare. 

  11. How do you know about the way I drive?

    The box uses data from satellites to work out detailed information about your driving style. The telematics provider has an extensive and detailed database of the speed limits on roads across the UK and Europe. Your actual speed is reported by the box and this is compared with this data.
  12. What aspects of my driving are monitored by the Telematics box?

    The device tracks your car’s location, distance travelled, acceleration, braking, cornering, lane changes, speed and time spent stationary. 

  13. If I get a red flag for speeding, where can I view the data?

    Within your dashboard is a tab called Trips. This gives you all the journeys you have conducted since the box was installed. Clicking onto a specific journey will give you details of where a speeding event happened as well as how fast you were travelling.  You will also be able to view instances of accelerations, hard braking, cornering and lane changes. 

  14. How do I improve my braking?

    There is a little more to braking than simply pressing the pedal. There are a number of braking techniques, but just as important as learning a technique is the ability to predict situations ahead.

    Predicting the road ahead is called anticipation and planning. A good driver who successfully uses anticipation and planning whilst driving, often uses the brakes less frequently and rarely uses the brakes heavily, except under an emergency situation.

    Why not try the following:

    Feel – as the braking process starts, gently press the pedal to take up any slack between the discs and the brake pads. You will know when this has been achieved as you will feel the brakes slowing the car.

    Firm – now still gently, but more firmly apply pressure to the brake pedal. Keep applying pressure and decelerating until you reach the required speed. This middle phase should set the appropriate speed in which you need to negotiate the hazard, this could be a bend in the road for example or stopping for a red light. In this case, we are simply stopping, so gently but firmly apply pressure until between 5 to 10 mph is reached.

    Feather – the final stage is to gently begin to ease off the brake pedal so as you will stop in a smooth, controlled action. Gently feather more pressure on the pedal if you are not stopping soon enough. The clutch should be depressed at the feathering stage, around 3 to 4 metres before you intend on stopping to avoid stalling the car.

  15. How do I improve my speeding?

    Learning speed awareness is of course vital to maintaining safe driving for life.

    To become speed aware, a driver must have a good ability and confidence to control their vehicle without the need to constantly focus their attention on car controls. Once this is achieved, greater attention can be devoted to observing road signs and speed limits. Remember that any new road that has a change of speed limit will have a sign or signs (both sides of the road) displaying the new speed. Remember in general that most urban areas with street lighting will have a 30/20 mph speed limit. If in doubt, it’s better to go too slow than too fast. So for example if you’re not sure whether you’re in a 40mph or 30 mph limit, you’re better off going at 30 mph.

    Ensure that you fully understand all types of speed limit signs and to also understand the difference between advisory and mandatory speed limits and signs.

  16. How do I improve my cornering?

    The main objectives whilst taking a corner in a car are:

    Enter a corner at a speed you intend on taking it. This is to avoid harsh braking whilst cornering which can result in your car losing control. Harsh braking put heavy load and forces on the front tyres making the vehicle unstable.

    Lane discipline is crucial whilst entering the corner and whilst traveling around it. Never cut a corner as you never know what might be coming the other way.

    Always consider your speed before entering a corner, not only due to the severity of the corner, but whether the road is wet, icy and the condition of the road surface itself. Loose chippings and potholes impact the stability of a car whilst cornering.

  17. How do I improve sprinting/lane changing?

    Always use the Mirror Signal Manoeuvre routine and always check the blind spot of the direction you are changing lanes into before signalling and moving the car. Whatever the situation and where ever you are, if you are not completely confident it is safe to change lanes, cancel your signal if applied and remain in your current lane, even if it takes you in the wrong direction.
    One important thing to avoid is changing in and out of lanes suddenly or rapidly.

  18. How do I improve acceleration?

    Always try to use the accelerator smoothly and steadily. This will reduce fuel consumption, reduce wear and tear on your car, make your driving safer and reduce the amount of damage your car does to the environment.

    Make sure the driving seat is adjusted so you can use the pedals easily and comfortably. If you’re too far from the pedals, you won’t be able to press the accelerator pedal smoothly.

    Be careful not to over-rev your engine when moving away (ie don’t press the accelerator more than is needed to make the car move) or when your car is stationary because this will waste fuel and make it harder to control your vehicle.

  19. As this system is based on satellites, are there any 'blackspots' where you won't be able to track a car?

    Standard GPS systems tend to use around six satellites. The telematics provider use closer to 50. As a result, the information is much more accurate and there are very few places where we won’t be able to see your car (We are unable to collect data from a car parked in an undercover/underground carpark. Normal service resumes when the vehicle is back in the coverage of the satellites).This means if your car is stolen, the thieves aren't getting away that easily. - 90% of stolen vehicles are recovered within 24 hours.

  20. Do I get to see the data from my Telematics box?

    Yes, all this information is sent through to your Dashboard. Please see the questions below for more information.

  21. Can I drive outside the UK on a Telematics policy?

    Yes, you can. The Telematics policy offers 90 days automatic EU cover included at the same level of cover as you have in the UK, unless stated otherwise on your policy documents.

  22. Do I have to wait for the Telematics box to be fitted before I can drive?

    It is a condition of the policy that you will allow Charles Hurst Group to install a telematics device before you can drive the vehicle. 

  23. Is the Telematics box visible from the outside of my car?

    No, it can't be seen from outside the car so it won't be obvious your car has a box installed.

  24. Could the Telematics box affect the performance of my car or its warranty?


  25. What happens if the box stops working?

    Nine times out of ten, the box is fixed remotely, using its built-in technology. If this doesn't work, Charles Hurst will be in touch to repair or replace it.

  26. What happens if the box is damaged in an accident?

    If your vehicle is repairable, the box will be repaired or replaced as well. The cost will be covered by your policy or the insurance of the person you're making a claim against. If your vehicle is written-off and you decide to insure a different car, you'll need to purchase a new car from Charles Hurst otherwise the insurance policy will need to be cancelled.

  27. Will my policy be cancelled if I speed?

    Speeding can lead to you receiving a red/black flag warning. For each red flag warning you receive you will be charged an additional premium.  Three red flag warnings within a specified period means your policy could be cancelled. A black flag warning will result in your policy being cancelled.  Every time you speed, you will lower your driver rating, which could result in an additional premium being charged each time we carry out a review of your score and could affect your premium at renewal. 

  28. Will you share the Telematics data with other insurers?

    Your driving data and scores are only for your insurance with Autonet Insurance and Highway Insurance, and we won't give it to other insurers to use. However we may use the data as evidence to help resolve a claim dispute with another insurer. 

  29. What happens if the police ask for the data?

    We will only ever provide the data to the police, or any other civil authorities, if we suspect fraud or we are required to do so by law or a court order. 

  30. Is there anything other than my policy that the data could be used for?

    We'll use the data to help us identify false claims, or to protect you against a false claim being made by someone else. We may also use the data as evidence to help resolve a claim dispute with another insurer. The information collected by the device and some of the information provided by you at the point of application, such as age, gender, marital status, the VIN number, make, model and engine size of the car will also be used by Octo Telematics Limited for research purposes both during the period of insurance and after the policy has ceased. Any information such as your name, address, and car registration number, will be removed before Octo Telematics Limited use the information and this will restrict data being directly linked to you. For full details of how the data is used can be found in the terms of conditions. 

  31. Will you supply any personally identifiable data to any third parties?

    We will only do this to service your policy, prevent fraud, meet legal obligations or carry out research into telematics and other insurance products. 

  32. As my premium is based on my driving behaviour, could my renewal quote go up as well as down?

    Yes depending on your driving behaviour your renewal premium could go up or down, the better your Driver Rating the more likely you are to get a discount at renewal. You will be provided with access to a dashboard which contains all the information from the device about the way that you drive. It also features your Driver Rating, which is based on the quality of your driving and is used to calculate the cost of your insurance. The information on the dashboard can be useful as it lets you know how you are doing and what you need to work on to improve your driving style.

  33. Will you ever cancel my insurance based on my driving?

    We want to help you make sure you’re driving safely, so we’ll regularly review your driving data. If your driver rating drops below 25, this tells us you aren’t driving as safely as you could. Scoring under 25 or speeding excessively will mean we may have to cancel your policy.

  34. What is the Dashboard?

    The Dashboard contains information from your telematics box about the way that you drive. It features your Driver Rating, which is based on the quality of your driving and is used to calculate your quarterly driving score. 

  35. Can I have more than one login to the Dashboard?

    No. Each policy has a single login to the Dashboard, though you are free to share this with other people if you choose to do so.

  36. I'm starting a policy for one of my children. It will be in their name, but I'm paying. Will I have access to their Dashboard?

    It is up to the Policyholder to decide who has access to their Dashboard. We cannot give the details to anyone else.

  37. Is there a cooling-off period on this policy?

    Yes, there is a 14 day cooling off period from the date you buy the policy. During this time, you are free to cancel the policy and receive a pro rata refund of the premium subject to a minimum charge of £28, minus our £117 cancellation fee, which includes the cost of installing the box. A full refund of premium minus our £25 fee will be issued if your cover has not started and the Telematics box has not been fitted. No refund of premium will be given if you have made a total loss claim against your policy.

    If you have purchased any optional extras you will be provided with a full refund for any of these policies, subject to no claims being made against these policies within the 14 day cooling off period. 

  38. Can I cancel the policy after the cooling-off period finishes?

    You can cancel your car insurance at any time and receive a pro rata refund of the insurance premium, after the cooling off period a £146.95 cancellation fee will apply, again this includes the cost of installing the box.

    If you have purchased any optional extras there is no refund for these policies if they are cancelled after 14 days. 

  39. If I decide to end the policy or sell the car, will you remove the telematics box?

    We can deactivate the box free of charge or it can be removed if you prefer. If you need Charles Hurst to remove the box, then you'll be charged a £25 fee.

  40. Can I change the vehicle on my policy?

    Yes, you’ll need to buy a new vehicle from Charles Hurst for Autonet to be able to change the vehicle on your insurance. If you purchase a vehicle from anyone else we will have to cancel your policy. Once you have purchased your car from Charles Hurst they will fit a new telematics box to your new car.

    All amendments to your policy are subject to the insurance company accepting the change and if acceptable your insurer may charge an additional premium for the change. Autonet will charge our administration fee of £37.50.

  41. What should I do if my car is stolen?

    If your car has been stolen, there are just two things you need to do:

    First, call the police to tell them what has happened and let them know the car has a tracking device. You will also need to get a crime reference number.

    Second, Call our theft helpline on 0800 9537537 and give them your policy number and the crime reference number.