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| Frequently asked questions Click one of the FAQs below, or scroll down the page to see all the FAQs General FAQs Car Insurance FAQs General FAQs 01. How secure is this site? We believe that security is of the utmost importance to our customers, and we therefore have what we believe are the most secure systems on the market. We use the latest encryption technology, SSL or Secure Socket Layer, which protects your payment details and all your personal information. We are also registered with Verisign, a leading Internet Security Company. To verify the site security, click on the padlock at the bottom of the page in the quote process or click on the Verisign logo below, and this will immediately display our registration certificate. This is proof of our commitment to ensuring your security.
If you pay for your policy by credit card, then you will also have the additional protection of the Consumer Credit Act. Your maximum liability on your credit card is £50 in the event that it is lost or stolen or used fraudulently and your liability stops as soon as you notify the credit card company that the card has been lost or stolen or used fraudulently.
02. 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 direct debit, 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: 
The terms and conditions that apply if you want to pay by instalments are set out in our Credit Agreement.  top
03. What should I do if I don't want you to send me any marketing material? We give you an option to tell us during the quote process if you do not want to receive any marketing material. If you don't take up this option or if at any future date 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.
04. 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.
05. 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.
06. 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, If it is about your claim, 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 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:
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.
07. How can I renew my policy? Approximately 4 weeks before your policy expires, we will send you by post a renewal invitation with details of how to renew and your new premium. If you pay your premium by direct debit we may automatically renew your policy. We will notify you of our intention before your policy expires and give you details of the renewal terms. If you do not wish to renew your policy you should tell us before the renewal date.
08. What are the known browser problems with the Security Certificate and how do I resolve them? Click here to view browser and third party application problems that have been recognised by VeriSign. Click here to test if your browser is capable of the recommended level of security.
Car Insurance FAQs 01.Will you insure me? There may be some circumstances where we will be unable to provide an online quotation for car insurance:
02 .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.
03. Can I cover a personally imported car? Yes, but only if the car is, or has been, available as a standard production model in the United Kingdom and has a United Kingdom registration number.
04. 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. 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 insurers. Please note that we ONLY accept original documents from UK insurers relating to no claims 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.
05. 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.
06. 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.
07. 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.
08. What must I do if my circumstances change during the period of insurance? You must tell us as soon as possible if any of the following occur:
We may charge you an administration fee for any changes you make to your policy details during the period of cover. This is shown in your policy schedule.
09. 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:
In return for any extra premium 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/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.
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