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Contents Page

Welcome to One Call Insurance Contents We offer quotations from different insurance providers, which shows a fair representation of the market. This means we look at insurance policies from a large number of providers showing what they cover, how much they cost, the service they give in order for us to offer the best policy for you. Sometimes, we can only work with one or a small number of providers to find access the insurance product that will be best for your needs. You can read a list of the insurance providers we use at www.onecallinsurance. co.uk . We will always tell you if this will happen. Our aim is to make sure that the insurance we find for you gives you the best outcome.

We want to give you low-cost insurance, instant quotations and immediate cover, as well as the best service. What to Do if You Have an Accident 1 The Words We Use (Terminology) 2-4 One Call Platinum Insurance 3 This is not your insurance provider’s policy booklet, but it is an important and useful guide for our customers. It explains One Call Insurance’s terms of business and should be read alongside your policy provider’s Schedule/Certificate of Insurance. One Call Insurance deals with different policy providers who have their own terms.

You can download the correct policy booklet for your policy from the policy documents section at www.onecallinsurance.co.uk or from your customer portal at portal.onecallinsurance. co.uk . Terms of Business 5-7 Changes to Your Policy 9 If you have chosen to pay by Premium Finance, you will have entered into a credit agreement with a finance provider. They will send you their terms and your credit agreement. Fraud 11 Other Information 11 If you have any questions about any product or service we give you, please check our FAQs page on our website at www. onecallinsurance.co.uk/faq If you have any further questions, please message our live chat team at www.onecallinsurance.co.uk .

For details about your policy and services, visit your customer portal 24/7 at portal.onecallinsurance.co.uk Our Charges 11-12 Cancelling Your Policy 14-15 Welcome to One Call Insurance How to Complain 15-16 As an existing One Call Insurance customer you are entitled to preferential rates from other companies related to One Call. What Happens at Renewal? 16 Continuous Payment Authority 18 One Call Commercial Consumer Premium Finance Agreement 18-19 For all business requirements, landlords and van insurance Data Protection 20 C O M M E R C I A L Disclaimer / Declaration 20 Accident Management Company C L A I M S Provided by One Call Claims Limited 0203 738 7300 Issue date:

23/09/2024 One Call Mortgage Hub Authorised and regulated by the Financial Conduct Authority Registered No 302961 for general insurance business For all mortgage and remortgage requirements contact 01302 558625 or enquiries@ocmortgagehub.co.uk You can now fully manage your policy online in our customer portal Breakdown Cover Provided by One Call Rescue 0203 738 7300 One Call Premium Finance One Call act as a credit lender and may offer you finance with our own capacity. Whether you want to view or download your policy information, make a change , make a payment , upload documents , change your payment date or report a breakdown or a claim – you can now do this 24/7 in our customer portal .

Manage your policy

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What to Do if You Have an Accident Terminology Insurance Providers’ No Claims Bonus Protection If you wish, and if you have earned at least four years, you can pay an extra premium to protect your No Claims Bonus. if you do this, you will not lose your No Claims Bonus if you make a claim. There is a limit on the number of claims that you can make within a set time (see your insurance provider’s policy booklet for your limit). If the number of claims in the period is more than the provider’s limit, you will lose your No Claims Bonus and you may have to pay higher premiums when you buy or renew your next insurance. The Law You must stop if you are involved in any accident.

If you own the vehicle that was involved, you must give your name, address and insurance details to anyone who has a good reason for asking. If the vehicle is not yours, you must give the owner’s name, their address and the registration number of the vehicle. This is a list of words we use and their meaning. These are common words found in insurance information. When you read your motor insurance policy, you should also read the policy booklet for the insurance provider for your policy. This will give you all the information about the cover that you have bought. You can do this by visiting: www.onecallinsurance.co.uk/policy-documents .

If there is an accident or loss, it may be said that your vehicle is not worth repairing. If this happens, it will be called a total loss and we will offer to insure you on another car, if this meets your insurance provider’s requirements. If there is an injury, or you do not give your details to anyone at the scene when the accident happened, you must report it to the police and tell us within 24 hours. Certificate of Motor Insurance This is the proof needed by law that shows you are insured. It shows which vehicle is covered, who can drive it and what it can be used for.

If your certificate allows your vehicle to be driven by any driver, please check your Policy Schedule for any limits that you need to know about. Provider, Underwriter, Insurance Provider, Policy Provider These mean the insurance company that provides the insurance cover for your vehicle. The provider is shown on your Certificate of Motor Insurance and Policy Schedule. To help with the claims process... Do not apologise or admit fault. Market Value This is what it would cost to replace your vehicle with one that is a similar age, type, mileage and condition, right before the loss or damage happened.

CIE (Continuous Insurance Enforcement Law) The Continuous Insurance Enforcement Law started in 2011. It says that unless your vehicle has a Statutory Off Road Notification (SORN) from the DVLA, you must have an insurance policy in place, even if you do not use your vehicle. Further information on this can be found at: www.mib.org.uk/Motor+Insurance+Database Try to get the following information to give to the Accident Helpline. This will help us speed up your claim: Full details of the other driver(s), their phone number(s), and registration number(s) so we can contact the other people involved. The injuries that were caused.

Motor Insurance Database (MID) The details that you gave us are added to the Motor Insurance Database (MID). This is a database that is shared with the Police, who use it to detect and stop crime. Other providers may use the database to get information if you are involved in a road traffic accident. If you have bought a new policy, made a mid-term change or your policy has been cancelled or has run out, your insurance provider must update the MID with any new information. For further details, you can visit: www.mib.org.uk The names of anyone who saw the accident happen (witnesses).

Consumer The consumer is the person named under the ‘Policyholder’ or ‘Insured’ details on the Certificate of Motor Insurance and policy schedule (the person who is covered by the insurance). Names of police officers and report numbers. Full details of what happened. One Call Insurance 24-hour Accident Helpline 0203 738 7300 or you can report a claim in your customer portal. Criteria These are the guidelines we are given by the underwriters (insurance companies) that they use to decide on their prices. No Claims Discount This is also called No Claims Bonus.

If no claim has been made while you are insured and before your insurance is due to run out, the insurance provider will give you a discount on your payments when you insure with them again. This amount may vary between different insurance companies. You cannot give the discount to another person or use the discount on another insurance policy for a different vehicle. If a claim is made while you are insured, the discount will be less; the new amount might change between different insurance providers (for more details, please refer to your insurance provider’s policy booklet). You may also have to pay a higher excess.

Your No Claims Bonus will not change if the claim(s) you make are for a broken windscreen or window glass. Endorsement This is something that could change the original insurance cover. Endorsements will be listed on your Policy Schedule. Can you afford to pay your excess? Excess This is the part of the claim that you have to pay yourself. Sometimes there will be more than one excess. If this happens, they will be added together. The standard policy excess is called a ‘compulsory excess’: this is decided by the insurance provider. If you have an additional excess, this is the amount you wanted to add when you started your insurance cover.

Please read your Policy Schedule to see your total excess. For many we know paying your excess is at best an inconvenience. But for some it can be a struggle to afford, as it often comes when we least expect it. Financial Conduct Authority (FCA) The FCA replaced the Financial Services Authority (FSA) in April 2013. It is the financial regulator for the UK. It is funded by the firms that it manages (regulates). You will need to show use proof of your No Claims Bonus; this can be a renewal notice or a letter from your last provider, showing the number of years’ No Claim Bonus you have.

The proof that you show us when your policy starts must have been built up in your name and it will need to be free to use on this policy. It must also have been earned in the UK unless agreed with one of our agents. We can only accept a No Claims Bonus earned on a private motor vehicle policy, not on a company vehicle. If you have not driven for a while, a No Claims Bonus can only be accepted from your last provider if it is from a policy that ended less than two years ago. We can now offer you the option to protect your excess . This essentially means, in the event of ANY insurance claim you would be able to claim back your excess up to your chosen limit.

It protects all your insurance excesses (such as car, home, pet and travel) under one policy regardless of insurer and can be added to your policy by contacting our team on live chat . Geographical Limits These are the areas that you are covered to drive in. Your insurance provider covers you to drive in Great Britain, Northern Ireland, the Isle of Man, and the Channel Islands (and if your vehicle is being transported directly between any of these countries). Terms and conditions apply, please visit our website for more information. Any incident which happened before the start date of your policy will not be covered. Live Chat 2 1

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Period of Insurance This is the length of time on your insurance contract. This is shown on your Policy Schedule and Certificate of Motor Insurance. Your Vehicle This is any motor vehicle we have given you a Certificate of Motor Insurance and Policy Schedule for. Details of the vehicle covered will be shown on your latest Certificate of Motor Insurance and Policy Schedule. Our Platinum Promise to you [5] You are a valuable customer and we want you to feel that way. We do not want you to sit in a queue or feel you do not know what is happening when you make a claim. We promise to put your needs first. If we break that promise you will be given compensation money.

Policy T he policy is part of the contract of motor insurance; the full contract includes your provider’s policy booklet (you can ask for this or find it in the ‘My Account’ section at www. onecallinsurance.co.uk ) , your Policy Schedule and Certificate of Motor Insurance. You, Your This is the person or company named under the ‘Policyholder’ or ‘Insured’ details on the Certificate of Motor Insurance and Policy Schedule (the person the insurance covers). One Call Platinum Insurance Proposal The proposal is the application form that shows the information you gave us, including information given about you by others and verbal information you gave us before the policy started.

You must check all the information to make sure it is correct. If your insurance has changed to the One Call Platinum Scheme, your policy will run on a monthly basis, which means you will pay a monthly Ј6.00 subscription fee. Your insurance renewal will start on the same date each month as long as you make the payments on time. If we do not receive payment for the month, your policy will run out at the end of that month; we will always send you a letter to tell you that this has happened. If this happens, you will not be covered under ‘Continuous Insurance Enforcement’.

If you feel one of our promises has been broken and you require compensation you can request this in the “Account” section of your customer portal. Please note the wait time begins after the pre recorded message and you have selected your options. RTA (Road Traffic Act) The Road Traffic Act is the law that tells you the lowest level of insurance you must have if you want to drive your vehicle on public roads in the UK. [1]To get compensation you must contact your Platinum team via the correct Live Chat option or the number we gave you on your documentation. [2] To get compensation you must contact your claims or breakdown team on the number we gave you.

You will find this in your policy documents or on your customer portal. This is for to start a new claim or breakdown and not for general enquiries or windscreen claims. [3]Compensation is limited for each year to Ј60 per promise and this must be sent to us within 30 days of the breach. [4]This only counts if the claim is valid and comprehensive. If your vehicle is on finance, you must ask your finance company for a settlement figure. We will not responsible for any delays that are caused by your finance company. [5]Eligible customers can claim compensation using the customer portal. Schedule The schedule is part of the insurance contract.

It shows details of the insurance period, the provider’s premium, the vehicle that is insured, details that are correct for you and any other driver(s) who are named on your policy, and other important information. For the Platinum Scheme, if you make any changes to your policy, or we think some information is wrong, your premium will be worked out again to make sure you have full cover, as long as your insurance provider is happy with the new details. Any extra or return premium will all be added to the next monthly payment, which will be the same every month after.

You will need to make a one-off smaller admin fee of Ј15.00 by credit/debit card once the change has been made; this will make sure your monthly payment does not increase. If changes are made through your customer portal, the admin fee is only Ј4.99. Pro Rata – Cancellation This is calculation we use when you, we, or your insurance provider cancels your policy. Pro rata is the daily rate of your insurance, plus any charges from your provider. Please check the ‘Cancelling Your Policy’ section for what happens when you cancel. Statement of Fact If you have not received a proposal form, you will receive a statement of fact.

This form shows the information that you gave us, including information given to us about you by others, and verbal information you gave before the policy started. You must check that all of the information is correct. You should keep this for your records. You must tell us if any material facts change. If you do not tell us, your policy might not be valid. Claims would also not be valid. You can make changes by going onto your customer portal at: portal.onecallinsurance.co.uk At the end of the ninth month and twenty-first month of your policy under the Platinum Scheme, we will send you a reminder about the amount you need to pay. We will not send more reminders unless you miss a payment.

One Call has the right to change payments while you are covered by the policy and we can withdraw our offer any time we want to. Subrogation This is when we take over your right to receive a payment from a third party who caused the loss. Terrorism As defined in the Terrorism Act, 2000. Your No Claims Bonus amount will still increase at the end of the twelfth month, as long as no claims have been made and there have been no breaks in the insurance cover. Us, Our, We, One Call Insurance One Call Insurance Services Limited, First Point, Balby Carr Bank, Doncaster, South Yorkshire, DN4 5JQ.

We are your Insurance Broker when arranging your policy and, when you entered a Credit Agreement with our finance provider or credit broker. If you enter a Credit Agreement with us, we are your credit lender. Because your policy is a monthly contract, there is no charge if the policy is cancelled, but you will have to pay for the month that you are in when you cancel. This is based on the monthly renewal date and not the calendar month. If more than one Direct Debit defaults happen, we may not let you continue as a member of our Platinum Scheme.

Find out more Online Portal 3 3 4 Our promise Compensation[3] We’ll answer your phone calls and/or live chats for general insurance enquiries within four minutes.[1] £1.00 for every additional minute you wait after four minutes. We’ll answer your calls to our claims and/or breakdown team within two minutes.[2] £1.00 for every additional minute you wait after two minutes. If your vehicle is written off - we’ll send your payout within five working days of a settlement figure being agreed.[4] £10.00 for every additional day after the five days.

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