Car policy FAQs
- Will you insure me?
- Can I get a quote if I do not have a registration number?
- Can I cover a personally imported car?
- Do I need to provide evidence of my no claim discount?
- I've been driving a company car for the last few years. Will you give me a no claim discount?
- What is protected no claim discount for life?
- Can you explain the full claims process to me?
- What must I do if my circumstances change during the period of insurance?
- Am I covered when I drive abroad?
- How do I get my Certificate of Motor Insurance?
- What can I use my car for?
- Does your policy cover me to drive other cars?
- How can I pay for my First Alternative policy?
- What should I do if I don't want you to send me any marketing material?
- What should I do if my insurance policy is no longer suitable for my needs?
- How do I complain?
- How do I know if my cover has been accepted?
- How can I renew my policy?
1. Will you insure me?
There may be some circumstances where we will be unable to provide an online quotation for car insurance:
- If any driver is not aged between 21 (19 if female) and 80.
- If you do not have at least 1 years No Claim Discount.
- If any driver has not held a full UK driving licence for at least 3 years.
- If you live in Northern Ireland or the Channel Islands.
- If any driver has had a driving licence suspended in the last 5 years. Our Contact Centre may be able to offer a quote - please see below for contact details.
- If any driver has a prosecution(s) pending.
- If you are not the main driver of the car. Our Contact Centre may be able to offer you a quote - please see contact details below.
- If any driver has not informed DVLA about any medical conditions that are required to be reported. (Click here to view the DVLA web page covering medical rules for licences).
- If any driver has not been resident in the UK for the last 3 years.
- If any driver has an occupation in the following categories: taxi or minicab driver, proprietor or controller; performer or presenter in films, TV, radio, music or other performing arts; professional sportsperson, manager or coach; non UK armed forces or diplomatic staff; or connected with gaming, nightclubs, circuses, fairgrounds, amusements, street trading, scrap waste or second hand dealing, fast food delivery. Our Contact Centre may be able to offer you a quote - please see contact details below.
- If your car is over 16 years old.
- If your car does not have a United Kingdom registration number, or has a registration number starting with 'Q'.
- If your car has been modified from the normal manufacturer's specifications. Our Contact Centre may be able to offer a quote - please see contact details below.
- If any driver has been convicted or cautioned in respect of any offence involving dishonesty, fraud or arson or have any prosecutions or police enquiries pending for such offences.
- If you wish to insure more than 2 additional drivers.
There may be other situations where we may be unable to provide a quote. The telephone number for our Contact Centre is 0845 607 0380 (office hours: Monday to Friday 8am – 8pm, Saturday 9am – 5pm and Sunday 10am – 2pm).
2. Can I get a quote if I do not have a registration number?
Yes. We are aware that there may be circumstances where you will not have the registration number – it may be that you are thinking of changing cars and would like an indication of premium.
You can select from our list of cars to get a quotation, but should you decide that you want to buy a policy, the registration number will be required.
3. Can I cover a personally imported car?
Yes, but only if the car has been built for the United Kingdom market and has a United Kingdom registration number. We do not cover 'Grey' imports or cars not built specifically for sale in the United Kingdom.
4. Do I need to provide evidence of my no claim discount?
If you decide to take out a policy with us, you will have to provide evidence of your no claim discount, which must have been earned on a private car insurance policy. Please send us proof of your no claim discount within 10 days in the pre-paid envelope we will provide. Failure to do so within 24 days will result in your policy being cancelled. This is the original of your most recent insurance document that shows the number of years' no claim discount you have earned, the expiry date of your last insurance policy and any claims you have made. Usually this is one of the documents in your renewal invitation from your last insurer.
Please note that we ONLY accept original documents from UK insurers relating to no claim discount earned on a private car insurance policy. We do not accept photocopies or documents from brokers or intermediaries. The expiry date of your last insurance must be no more than 2 years ago.
Please note that you can't use the same no claim discount on more than one policy at the same time.
Unfortunately we can't return your evidence of no claim discount once it has been used for your policy.
If you already have a policy with us and are buying a second car on which you have not earned any no claim discount then please phone our contact centre on 0845 607 0380 as we may be able to give you an introductory discount.
If you have any difficulty in obtaining this proof, please call us on 0845 607 0380.
5. I've been driving a company car for the last few years. Will you give me a no claim discount?
If you are a company car user who is moving to your own insurance then we will require a letter from your employer confirming that you were the sole user of the company vehicle, the dates you were covered under the company car scheme, details of any claims which occurred during this period and whether these were settled on a fault or non fault basis. The letter will also need to confirm that you no longer have a company car and that no more than 3 months have elapsed since the expiry of the previous policy.
If you do not produce evidence of your declared no claim discount we will either charge you for the additional premium required from the start date of your policy or cancel the policy.
We cannot return your evidence of no claim discount once it has been used for your policy.
6. What is protected no claim discount for life?
Protected no claim discount for life guarantees that you will not lose your no claim discount for the life of your policy, regardless of the number of claims you may have providing your policy remains in force and you continue to be eligible for this benefit. You may be able to add it for an additional annual premium at the start of your period of cover, if you have four or more years' no claim discount.
No claim discount protection for life can only be added to your policy at the start of the period of cover, and is a benefit that relates to your no claim discount only. It does not protect you against any other changes in your premium.
7. Can you explain the full claims process to me?
If you would like some more information about making a claim on your car insurance, click here to go to our car insurance Claims FAQ page.
8. What must I do if my circumstances change during the period of insurance?
You must tell us immediately if any of the following happens:
- you change your car
- you make modifications or changes to your car which improves its value, performance, appearance or attractiveness to thieves. This includes, but is not restricted to, changes to the engine, engine management or exhaust system, changes to the wheels or suspension system, changes to the bodywork, such as spoilers or body kits or changes to the windows, such as tinting
- you want to use your car for a purpose not included in your Schedule
- you become aware of any medical or physical condition of any driver covered by your policy which may affect their ability to drive
- you or any other driver covered by your policy is involved in an accident whilst driving another vehicle or suffers a loss, such as a theft, of any other vehicle or makes a claim on any other motor insurance policy
- you or any other driver covered by your policy are convicted of a motoring offence other than fixed-penalty parking offences
- you change the address at which you normally keep your car
- you or any other driver covered by your policy are convicted of any offence relating to fraud, arson or dishonesty
- you or any other driver covered by your policy change occupation
- you change your annual mileage
- you or any other driver covered by your policy cease to be a permanent UK resident
We may then re-assess your cover and premium. If you do not tell us about any relevant changes, we may:
- reject or reduce your claim; or
- declare your policy null and void.
9. Am I covered when I drive abroad?
Your policy will provide the cover required for Great Britain, Northern Ireland, the Isle of Man and the Channel Islands, and during sea journeys between these places.
It also provides the MINIMUM cover you need by law (this is usually the equivalent of Third Party cover only) to use your car in:
- any country which is a member of the European Union; and
- any other country for which the Commission of the European Community is satisfied that arrangements have been made to meet the requirements of European Community Directives on insurance.
If you ask, we can provide an international motor insurance certificate (Green Card).
In return for any extra premium and an administration fee we may charge, we will extend the cover provided by your policy except for cover provided under motoring legal protection and breakdown assistance cover, to named countries in Europe for up to a maximum of 90 days in one policy year. We will also give you an international motor insurance certificate (Green Card). Your car will also be covered while being carried by a recognised carrier between those countries for the period shown on the Green Card.
10. How do I get my Certificate of Motor Insurance?
Your Certificate of Motor Insurance is held on our system and will be posted to your contact address by first class mail.
11. What can I use my car for?
Your online cover allows use of your car for social, domestic and pleasure purposes, commuting to and from a permanent place of work and personal business use for you and your spouse/civil partner/partner, if named on the policy.
You are not covered to use your car for commercial travelling, any purpose in connection with the motor trade, carriage of goods or passengers for hire or reward, pacemaking, speed testing, rallies, trials or competitions.
If you want any other people to use your car for business purposes please call us on 0845 607 0380.
12. Does your policy cover me to drive other cars?
There are certain occupations where driving other cars cover is not provided. There are also some restrictions relating to age and cover level. We will tell you during the quote if this cover is not available.
13. How can I pay for my First Alternative policy?
We offer our customers a choice of easy payment methods. You can choose to pay your premium in a lump sum by debit card or credit card. Or, if you prefer, for an additional charge, the cost of your car policy can be spread over the year. Paying online is via secure server, which uses advanced encryption technology to ensure your details are safe during transmission. We accept the following credit and debit cards:
14. What should I do if I don't want you to send me any marketing material?
If you no longer wish to receive marketing material, please click here to send us an email or write to the Data Protection Officer, First Alternative, The Observatory, Reigate, Surrey, RH2 0SG. Please note that due to the insecure nature of emails we cannot accept responsibility for data lost or intercepted in transit.
15. What should I do if my insurance policy is no longer suitable for my needs?
If your insurance policy does not meet your needs or if you are dissatisfied with the cover provided by your policy, please call our contact centre on 0845 607 0417 to discuss your options. Your cancellation rights are provided in your policy booklet.
16. How do I complain?
We are committed to providing you with a first class service but we recognise that there may be an occasion when you feel we may not have done this and you wish to make a complaint. We will always try to resolve any complaint speedily and at the earliest possible stage.
In the first instance, please call us.
If it is about our customer service,
Call 0845 607 0417
If it is about your claim,
Call 0845 607 7294
We will try to resolve your complaint on receipt but if this is not possible then we will send you a written acknowledgement no later than four working days after we receive your complaint. This will tell you the name of the person handling your complaint and enclose our complaints procedure leaflet.
We will write to you to confirm our resolution of your complaint. If we have not resolved it within four weeks, we will write to you again to explain why and tell you when we expect to give you our decision.
In the unlikely event that the problem has not been solved to your satisfaction, you may contact our Customer Relations Manager who will review your complaint and send you our final decision in writing. Our Customer Relations Manager acts with the full authority of our Chief Executive. The address of our Customer Relations Manager is:
The Customer Relations Manager
First Alternative
The Observatory Reigate
Surrey RH2 0SG
If we have not resolved your complaint within eight weeks, or if your complaint is still not resolved to your satisfaction, you have the right to refer your complaint to the Financial Ombudsman Service. The contact details for the Financial Ombudsman Service are:
Financial Ombudsman Service
South Quay Plaza 2
183 Marsh Wall
London E14 9SR
Telephone: 0845 080 1800
www.financial-ombudsman.org.uk
The Financial Ombudsman Service will handle most complaints you might have but there are some instances that fall outside its authority. The Ombudsman's decision is binding upon us but you are free to reject it without affecting your legal rights.
17. How do I know if my cover has been accepted?
Once you have entered your payment details, the "payment confirmation" page will be displayed. This page is confirmation of your cover, and will display your policy number and cover start date. Your policy documents, including your Certificate of Motor Insurance, will be posted to you by first class post.
18. How can I renew my policy?
Before the renewal date of your policy, we will provide you with details of the terms on which your policy may be renewed.
If you pay your premium by direct debit:
- Your policy will automatically be renewed on these terms.
- In the event that you do not wish to renew your policy, you should tell us before the renewal date.
- If you do not tell us and your policy is renewed, we will continue to make deductions from your bank account for the new premium.
If we are unable to offer you a policy we will let you know and you may be provided with details of the terms (including any changes to existing terms) on which your cover will continue via another insurer. By taking out this policy you agree that your data may be used to allow an alternative insurer to provide you with these terms before your existing policy expires.
If you pay your premium by direct debit and your insurer changes at renewal:
- Your policy will automatically be renewed by the alternative insurer.
- In the event that you do not wish to renew your policy with the alternative insurer, you should tell them before the renewal date.
- If you do not tell them and your policy is renewed, deductions will continue to be taken from your bank account for the new premium.