Frequently Asked Questions

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About Direct Choice

Why choose Direct Choice?

  • We consult a variety of policies to get you the lowest, most competitive quote possible.
  • We have UK based call centres for both Customer Service and Sales.
  • Our panel of insurance providers enables us to cover a wide variety of vehicles and circumstances.
  • We have a 24 hour claim line so that you can report a claim the moment it happens.

Using or proving No Claims Bonus (NCB)

Moving to another Insurer

If you need to provide proof of No Claims Bonus to another Insurer, written proof can be provided on request. For this service please call us on 0800 096 3610 for car, 0800 096 5320 for van or 0800 096 5570 for bike.

Using your NCB for more than one car

Your NCB is valid for one vehicle only.
You can only use your No Claims Bonus for one vehicle at any one time

Providing proof of your NCB

If you're using a NCB earned with a previous insurer, it is quickest and easiest to provide evidence of your No Claims Bonus over the phone - Please call us to provide the expiry date, policy number and contact details for your previous insurer on 0800 096 3610. Please allow up to 24 hours from purchase to ensure your policy shows on our system.

You can also send proof of your NCB by post, fax or e-mail
Alternatively, please send your proof by post or call us within 14 days of your new policy start date. This must fit the following criteria:

  • Issued by your previous Insurer in the UK
  • Less than 24 months old *
  • Earned in the UK (not abroad) on the same type of vehicle*
  • Has your name as the policyholder
  • Not used to insure another vehicle

*Some Insurers may accept proof that does not meet these criteria. For a bespoke quotation please call us on 0800 096 3607 for car.

If you are unable to provide proof verbally please send in written confirmation. Details of where to send this proof are available on the contact us page. We will not be able to return any proof of No Claims Bonus sent in the post, so it is advisable to keep a copy for your own records. It can take up to 72 hours to process your NCB proof from receipt of the information. There is no need to call to check whether we have received it as we will send written confirmation that this has been processed. However, if you have not received this within ten days of postage please call us on 0800 096 3610.

Renewing your insurance

How to renew your policy

Call our dedicated renewals team with any change of circumstances or amendments required to your policy. Let them do the rest and find a deal to suit your needs.
To renew a policy, call us on 0800 096 3270.

Renewal prices

You can get your renewal price up to 21 days before your renewal date, and you will receive a renewal invite at this time. This letter will advise you of your renewal premium price, and you can choose to accept or decline your renewal offer. If you do not accept or decline your renewal offer, if you pay by Direct Debit or continuous credit card your policy will renew automatically (subject to qualifying criteria).

If you find a cheaper price elsewhere

If you find a cheaper price please make sure you are comparing like with like, including the total excess and any limits to payments made in the event of claim. You may also be able to reduce your price by increasing your policy excess or changing your cover levels.

Change or update policy details

If there is anything on your policy which is incorrect you can call us to amend this information on 0800 096 3610 for car, 0800 096 5320 for van and 0800 096 5570 for bike, as failure to ensure accurate details could invalidate your policy. An administration charge of £25 will be applied.

Driving abroad

Details on what your policy covers will be found on your policy documentation. Please note that some insurers require 14 days notice before you travel. If you are hiring a car abroad, you'll only have to provide your photo card licence. Before you leave for your holiday you'll have to log into your DVLA record on-line to generate a code. This code will allow the hire company to access your details. For more information on this, please contact the DVLA. If you have any questions about travel abroad please call us on 0800 096 3610 for car or 0800 096 5320 for van.

Countries covered

Most insurers will cover these countries - please check that the country you wish to travel to is covered by your insurer. This information can be found in your policy documents.

  • Andorra
  • Austria
  • Belgium
  • Bulgaria
  • Croatia
  • Cyprus
  • Czech Republic
  • Denmark
  • Estonia
  • Finland
  • France
  • Germany
  • Greece
  • Hungary
  • Iceland
  • Ireland
  • Italy
  • Latvia
  • Liechtenstein
  • Lithuania
  • Luxembourg
  • Malta
  • Norway
  • The Netherlands (Holland)
  • Poland
  • Portugal
  • Romania
  • Slovakia
  • Slovenia
  • Spain
  • Sweden
  • Switzerland

Going to a country not on this list? Find out if we can offer cover call us on 0800 096 3610 for car or 0800 096 5320 for van.

Payments and Finance

How to pay for your insurance

You can pay securely online by the following methods
- As a one-off payment by credit or debit card
- In monthly instalments (subject to certain criteria)
If you decide to pay in monthly instalments we require an initial deposit by credit or debit card, followed by monthly instalments by Direct Debit.

Paying monthly is an arrangement that is regulated by the Consumer Credit Act 1974. Click here to see a copy of a Credit Agreement and SECCI for further details of your rights.

Find payment dates and payment schedules

All your payment details will be sent to you with your policy document. If you need copies or clarification, please call one of our customer service advisers on 0800 096 3610 for car, 0800 096 5320 for van and 0800 096 5570 for bike.

Changing preferred payment dates

If you wish to discuss the possibility of changing your payment date please call 0800 096 3610 for car, 0800 096 5320 for van and 0800 096 5570 for bike.

Paying with someone else's payment card

You can pay with someone else's credit or debit card. When using another person's card, please make sure that:

  • You have permission from the cardholder
  • It is a card we accept (Visa, MasterCard, or Maestro)
Late payments

We apply a £15 charge for all late payments. If you are concerned about missing a payment, please call us as soon as possible to discuss the options available to you. Please note however that failure to meet your payments could result in the cancellation of your insurance policy.

How to set up your Direct Debit

You can do this securely online

  1. Get an online quote for insurance
  2. Submit your bank details securely online
  3. Click submit and then set up your Direct Debit

Alternatively you can set up your Direct Debit over the telephone on 0800 096 3610.

Change bank, Direct Debit or payment card details

Please call us on 0800 096 3610 for car, 0800 096 5320 for van and 0800 096 5570 for bike.

Refunds

A refund will be calculated unless you've made a claim. If you cancel your policy within 14 days we will refund you in full, unless you've made a claim, less an administration fee of £30. Cancellation after the first 14 days will be refunded on a pro-rata basis, unless you have made a claim, less an administration fee of £50. For full terms and conditions please click here.

Please refer to the terms and conditions of your policy for further details and to see which cancellation rules apply to you.

When we take credit card payments

Your payment is taken from your card immediately.
If you pay for your insurance by credit or debit card we take the payment as soon as you press the 'Buy' button.

When we take Direct Debit payments

Your deposit payment is taken from your card as soon as you press the 'Buy' button.
Your monthly payments will be debited on or around the date you set up your Direct Debit, and monthly thereafter.

Make or track a claim

Checking progress on a claim

Click here for what to do in the event of a claim.

Who and what we cover

Types of cover

For car insurance, choose from either Comprehensive, Third Party, Fire and Theft or Third Party Only insurance.

Comprehensive insurance includes:

  • Repair or replacement of your vehicle if it is damaged or stolen
  • Protection against injury to you or other people
  • Protection against damage to other people's cars and property
  • Windscreen repair or replacement
  • Cover if your car stereo is damaged or stolen.

Third Party Fire and Theft insurance includes:

  • Protection against damage to other people's cars and property - but not your own
  • Protection against injury to other people
  • Repair or replacement of your car if it is stolen or damaged by fire.

Third Party Only insurance includes:

  • Protection against damage to other people's cars and property - but not your own
  • Protection against injury to other people.
Who we cover

We provide policies to people who are:

  • Permanent UK residents
  • Not disqualified from holding or obtaining a UK Driving Licence.

We cannot cover anyone:

  • With non-motoring offences unspent under the Rehabilitation of Offenders Act 1974
  • Who has had insurance declined, cancelled, voided, or special terms imposed.

We do not cover more than four drivers in addition to the policyholder on any one policy.

Driving someone else's car

Check your cover before you drive
If your policy allows you to drive other cars please be aware of the following:

  • You will not be covered on a vehicle if you are the owner, registered keeper or if the vehicle is leased to you or hired out under a hire purchase agreement.
  • The vehicle you are driving must be insured to be left on the road (minimum legal requirement or Third Party only cover).

Other terms and conditions may apply - please check your policy documents carefully.

Do you cover for business use?

Policies normally cover social and pleasure use. If you choose to add commuting use you will be covered for normal trips back and forth to a single place of work, but if you use your car while you're working, rather than just driving it to work and back, or if you will ever need to take your vehicle to more than one place of work, you'll need business use cover.

Business use is restricted to driving for your business only. If your spouse requires business use some of our insurers will provide this, please call us on 0800 096 3607.

Please note that business use is dependant on the insurer - not all Insurers will allow this use.

Adding business cover is likely to result in your premium rising.

Do you cover written-off vehicles?

Written-off vehicles come in four different classes - Categories A, B, C and D. If your vehicle is a category C or D write off we may still be able to offer you cover please call us on 0800 096 3607.

Your car's log book or an HPI database check will tell you if your car has previously been damaged, repaired or scrapped.

Windscreen Cover

With Windscreen Cover, we will pay to repair or replace broken glass in your car's windscreen or windows through one of our approved repairers. If you wish to make a claim please see the section on making and tracking a claim.

Our Comprehensive car insurance includes Windscreen Cover as standard, but Third Party, Fire and Theft doesn't.

You can make and track a glass claim at any time.

Do you cover for driving abroad?

Many Direct Choice policies cover you for driving in the EU as standard. If this applies to your policy you'll get the same level of insurance that you have in the UK, and it won't cost you anything extra. However, please check your policy terms by either checking your policy documentation or give us a call on 0800 096 3610 for car, 0800 096 5320 for van and 0800 096 5570 for bike.

For further details please see the section on Driving Abroad.

Setting up your insurance

How to set up your policy

Simply fill in our quick and easy online application form or call us on 0800 096 3607.

What is Continuous Insurance Enforcement?

In 2011 a scheme was introduced to make sure that all vehicles stay insured or a Statutory Off Road Notification (SORN) is made. Records held by the DVLA will be compared with those on the Motor Insurance Database (MID). If it appears from the database comparison that the vehicle has no insurance or SORN, a letter will be sent to the registered keeper. If the keeper takes no action, the keeper faces a fixed penalty fine, court prosecution and having the vehicle clamped, seized and destroyed. For more details please visit www.direct.gov.uk/stayinsured.

When you arrange your insurance with Direct Choice, your details are put on the MID. It is vital that the MID holds the correct registration number for your vehicle. If it is incorrectly shown you are at risk of having your vehicle seized by the Police. You can check these details by visiting www.askmid.com.

What is the market value of your vehicle?

If you are unsure of the market value of your vehicle, please click here for a free valuation.

Add/change car or driver

Change driver details

To change driver details please call us on 0800 096 3610 for car, 0800 096 5320 for van and 0800 096 5570 for bike.

Add a driver

To add a driver please call us on 0800 096 3610 for car, 0800 096 5320 for van and 0800 096 5570 for bike.

Change vehicle details

To change vehicle details please call us on 0800 096 3610 for car, 0800 096 5320 for van and 0800 096 5570 for bike.

Cancelling your insurance

Cancelling your insurance

To cancel your insurance, you need to call us on 0800 096 3610 for car, 0800 096 5320 for van and 0800 096 5570 for bike. Insurer charges may apply.

Scrapping your vehicle

If you intend to scrap your vehicle, call us on 0800 096 3610 for car, 0800 096 5320 for van and 0800 096 5570 for bike for advice on how to proceed.


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Making a complaint

Any complaint is a serious matter
We aim to provide the highest levels of customer service and as such we take all complaints seriously. If you wish to make a complaint, please call us on
01303 757 939 or follow the link below.

Make a complaint

Contact Us

If you would like to contact us, please click here.

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Direct Choice is a trading name of Saga Services Limited and is regulated in England and Wales (Company No. 732602).

Registered Office: Enbrook Park, Sandgate, Folkestone, Kent CT20 3SE. Authorised and regulated by the Financial Conduct Authority (FCA registered number is 311557).