Car Insurance FAQs

• No Claims Bonus (NCB)
• Change of insurer's company name
• Additional Products
• Documentation
• Making changes to a policy
• Cancellations
• Your Cover
• Other
• Your instalment plan
• Making a claim
• Complaints

No Claims Bonus (NCB)

• What is a No Claims Bonus (NCB)?
  If you have a year of claim-free driving you are rewarded with 1 year No Claims Bonus. This will add a discount to your premium. The more claim-free years you have the higher number of NCB you will accumulate and therefore the greater discount you will receive.
• How do I prove my No Claims Bonus (NCB)?
  Normally, your renewal notice or a letter from your previous insurer will act as proof of your No Claims Bonus. Please scan or photograph your original documents and email them to ncbproof@1stcentral.co.uk or alternatively post it to First Central Insurance Management Ltd, Gemini House, Mill Green Business Estate, Mill Green Road, Haywards Heath, West Sussex, RH16 1XQ.
• I am unable to find my previous renewal notice for proof of my No Claims Bonus, what should I do?
  You should contact your previous insurer and ask for proof of your No Claims Bonus. The letter will need to confirm the following: Insurance Company, Policy Number, Your Name, Number of years No Claims Bonus (NCB expressed as a percentage only is not acceptable) and Expiry date. If we do not receive your proof within a reasonable amount of time, your policy will be cancelled, and you will incur a fee. Details of our fees can be found on our AboutOurInsuranceServices document.
• I have already sent in proof of my No Claims Bonus, and I have received an email reminder asking me to send it. Why?
  We may not have received your proof before the email reminder was sent. If you have sent your proof to us within the last 2 days please ignore the reminder, but if you have sent it prior to this please send a further copy to ncbproof@1stcentral.co.uk to help ensure that we receive it.
• Can you send me proof of my No Claims Bonus?
  Your renewal invite is proof of your No Claims Bonus and we will send this to you when your policy is due for renewal. If you do not have it you can email us at customerservices@1stcentral.co.uk. Please include your name, Date of Birth, policy number and vehicle registration number in your email and we will provide you with a letter of proof after your policy expires.
• Has my No Claims Bonus expired?
  If your most recent private car insurance policy expired over two years ago, your No Claims Bonus will no longer be valid.
• Can I use the No Claims Bonus I've built up on a foreign policy?
  No, 1st Central can only accept NCB earned in the UK from a private car policy that has expired within the last two years.
• Can I use my No Claims Bonus on my second car?
  Your No Claims Bonus can only be used on one vehicle at a time. However, if you have held two separate car insurance policies for some time you may have built up two sets of NCB.
• Can I use my No Claims Bonus as a named driver on another 1st Central policy?
  The No Claims Bonus on a policy must come from the policyholder, not a named driver. Named drivers cannot use or earn any NCB on a 1st Central policy.
• What is a Protected No Claims Bonus?
  If you have 4 or more years No Claims Bonus, 1st Central can offer to protect your bonus for an additional premium. If you choose to protect your No Claims Bonus we will not reduce your NCB in the event of a claim/claims being made on your policy. This option is only available when you first start your policy, or at Renewal and cannot be included mid-term.
• I've been a named driver on someone else's policy for a few years - does that entitle me to a No Claims Bonus if I start my own?
  No, 1st Central can only accept your No Claims Bonus if you were the policyholder (the insurance policy was in your name) on a private car insurance policy, which has expired within the last two years. Unfortunately we are not able to add any NCB to your policy if you have previously only been a named driver.

Change of insurer's company name

• How does the insurer's name changing impact me?
  From the 1st January 2012, one of your insurers (First Central Insurance Company Ltd) has changed its name to Skyfire Insurance Company Ltd. This is a change of name only - the insurer of your policy remains the same and the change of name has no effect on your policy terms and conditions.

Additional Products

Breakdown cover

• Do you offer Breakdown cover?
  Yes, 1st Central has varied levels of Breakdown cover available, which can be added to your policy when you purchase.
• How do I contact the breakdown company?
  If you have taken out Breakdown cover with your policy you can contact Call Assist on 0844 414 2569 from the UK, or 00 44 1206 714806 from the EU in the event of a breakdown. The Breakdown cover and Breakdown in Europe cover are additional covers and are not provided on a standard policy.
• Do I get a refund if I cancel my Breakdown cover?
  You are entitled to a refund if you cancel your Breakdown cover within 14 days of purchasing, providing you have not claimed on the Breakdown cover. After 14 days there is no refund due.

Hire Car

• What sort of Hire Car will I get?
  If you have taken out additional Hire Car cover with your policy you can claim on this in the event of a write-off (where your car is deemed beyond economical repair following an accident or theft - see Hire Car Policy Wording for definitions). The Hire Car will generally be a Group 1 car (e.g. Ford KA or similar).
• What is the difference between a courtesy car and Hire Car?
  A 1st Central comprehensive policy includes a courtesy car as standard. A courtesy car will be available to you if your car is being repaired with one of our approved repairers (subject to availability) following a claim. A Hire Car policy is available for an additional premium and will cover you if your vehicle is written off or stolen.
• Do I get a refund if I cancel my Hire Car cover?
  You are entitled to a refund if you cancel your Hire Car cover within 14 days of purchasing, providing you have not claimed on the Hire Car cover. After 14 days there is no refund due.

Personal Accident

• What does the additional Personal Accident cover protect me for?
  1st Central's additional Personal Accident cover will allow you to claim up to an additional £25,000 for certain injuries or death to yourself, or any passengers following an accident in your car, on top of the £5,000 available as standard (with a comprehensive policy) to the policyholder .
• Are my passengers covered for Personal Accident without the additional cover?
  The standard Personal Accident cover that is included with a 1st Central policy will only cover the policyholder. If you wish to cover your passengers you can choose to pay a small additional premium for our additional Personal Accident cover.
• Do I get a refund if I cancel my Personal Accident cover?
  You are entitled to a refund if you cancel your Personal Accident cover within 14 days of purchasing, providing you have not claimed on the Personal Accident cover. After 14 days there is no refund due.

Documentation

• Where are my policy documents?
  As an online company it is not 1st Central's policy to post documents. This helps to keep our costs (and therefore our premiums) down, as well as minimising our impact on the environment. All documentation will be made available to you within 24 hours of purchase via the 1st Central secure customer portal. To access the portal click on the link and simply log in using your email address and password. If you are a new customer your password can be found in your ‘Welcome’ email. When you log in for the first time you will be prompted to change your password to something more memorable. Once you have done this you can click the ‘Details’ button and you can download or print your documents at home as required. Policy wordings are available on our website at Policy Info.
  If you have cannot access your documents please contact the Customer Services Team at customerservices@1stcentral.co.uk who will be able to assist you. An administration fee will be payable if you require 1st Central to print and post your documentation.
• When will I receive my insurance documents?
  When you take out a policy with 1st Central all your documents will be available on the secure customer portal within 24 hours of your payment being received. To access the portal click on the link and simply log in using your email address and password. If you are a new customer your password can be found in your ‘Welcome’ email. When you log in for the first time you will be prompted to change your password to something more memorable. Once you have done this you can click the ‘Details’ button and you can download or print your documents at home as required.
• What format are my documents in?
  Your documents are all in PDF format. You will need Adobe Reader on your computer to access them, which is free to download from http://get.adobe.com/uk/reader/.
• Why don't you post my documents?
  As an online company it is not 1st Central's policy to post documents. This helps to keep our costs (and therefore our premiums) down, as well as minimising our impact on the environment. All documentation will be made available to you via the secure customer portal.
• What do I do if my password does not work?
  All passwords are case sensitive; please check you have entered your password exactly as it appears. If you are a new customer your password details can be found in your ‘Welcome’ email. If you are still unable to log into your online customer portal please email customerservices@1stcentral.co.uk and request your password to be reset. Please always quote your policy number.

Making changes to a policy

• How do I make changes to a quote I’ve had?
  If you would like to amend a quotation that has not yet been purchased you can do so on our website or by calling the Sales Team on 0800 840 2100.
• How do I make changes to my policy?
  If you need to make any changes to an existing policy please contact the Customer Services Team on customerservices@1stcentral.co.uk or call them on 0843 208 4000, their opening hours are 8am-8pm Mon-Fri and 9am-4pm Sat. Please note that 1st Central is a car insurer and therefore are unable to cover any change of vehicles to Vans. We also recommend that you contact us prior to making any purchases to ensure we are able to cover your new risk details. If we are unable to cover changes to the original contracted agreement, standard cancellation fees will apply. Full details of our fees are available on our website at AboutOurInsuranceServices.
• I’ve had my renewal quote but some of my details have changed, what should I do?
  If you are renewing your policy and have some changes to make you can discuss this with a member of the Renewals Team on 0800 840 9616 or email renewals@1stcentral.co.uk.
• Can I make changes to my policy online?
  At present there is no facility to make adjustments to your policy online. Please contact the Customer Services Team on customerservices@1stcentral.co.uk or call them on 0843 208 4000 if you would like to make a change to any aspect of your policy.
• What are your administration fees?
  Full details of our fees are available on our website at AboutOurInsuranceServices. A Customer Services Agent will inform you of any fees due when you make an amendment to your policy.
• I currently hold a provisional driving licence - will my premium change when I pass my test?
  Any changes in your circumstances may affect your premium. After passing your driving test, your premium is likely to increase, as newly qualified drivers are statistically a higher risk than provisional licence holders. It is important that you keep us updated of any changes in your circumstances, as your policy may become invalid if you do not.
• Can I change the level of my cover?
  If you are changing your vehicle we may be able to change your level of cover if required. In most other circumstances the level of cover can only be changed at renewal.

Cancellations

• How do I cancel my policy?
  If you decide to cancel your policy with 1st Central please contact the Customer Services Team on 0843 208 4000 who will be able to process your cancellation. Cancelling your direct debit instruction will not automatically cancel your policy and you may incur additional charges.
• How many days notice do I need to give to cancel a policy?
  Contact the Customer Services Team on customerservices@1stcentral.co.uk or 0843 208 4000 if you would like to cancel your policy - you do not need to give us notice.
• Is there a cooling-off period?
  Following receipt of your policy documents you have a 14 day cooling off period during which you may cancel your policy provided no claim has been made and you have not been involved in an incident which might give rise to a claim under the policy. You will receive a pro rata refund but a cancellation fee will apply to cover the costs of setting up the policy. If you cancel within the 14 day cooling off period any additional covers you have purchased will be refunded in full subject to no claims being made, however, if you cancel your policy outside of the cooling off period these additional covers are non refundable. Details of these charges can be found on the website at AboutOurInsuranceServices.
• Will I receive a refund if I cancel my car insurance?
  If you cancel your 1st Central policy within 14 days you will receive a pro rata refund (meaning you will be charged for the amount of time we have covered you) less the charges for setting up your policy. Any additional covers you have purchased will be refunded in full if you have not made a claim against them. After the 14 day cooling off period additional covers are non-refundable. A cancellation fee will apply at all times.
• How long will my refund take?
  Your refund should take 3 - 5 working days to be returned to you once processed, and will be refunded to the card that was used to set up the policy originally.

Your Cover

• Do I need to disclose any medical conditions to you?
  Providing the DVLA/DVLNI have been made aware of your condition and have issued you a driving licence, you will not need to disclose any medical conditions to us. For further information about the DVLA please go to http://www.direct.gov.uk/en/Motoring/index.htm or for information about the DVLNI please click on the following link http://www.dvlni.gov.uk/dvlni.aspx.
• Will you cover a courtesy car, or a car I've been loaned by a garage?
  If the vehicle has been loaned to you by our approved repairer following a claim on your policy this will be covered automatically - you do not need to arrange this separately. However, if you have been loaned a car for another reason and the vehicle has not been insured by the garage we may be able to arrange this for an additional premium - please contact the Customer Services Team on 0843 208 4000 or email customerservices@1stcentral.co.uk and quote your policy number.
• Is my car covered when it is at the garage being repaired or serviced?
  Yes, your 1st Central policy will continue to cover your car when it is being repaired or serviced by a member of the motor trade.
• Am I covered when I test drive or hire a car?
  No, 1st Central do not cover test drives or hire cars. This will need to be arranged by the seller/hire car company.
• Am I covered for towing?
  A 1st Central comprehensive policy will cover the insured vehicle only. You are however covered for damage or injury caused by a trailer being towed by your vehicle, but damage to the trailer itself will not be covered.
• Does my policy cover me to drive abroad?
  Your 1st Central policy provides the minimum level of cover required by law (Third Party Only) for you to use your car in the EU. If you wish to upgrade your cover abroad to the same level you receive in the UK an additional premium may be payable. To arrange this please contact the Customer Services Team on 0843 208 4000 or email customerservices@1stcentral.co.uk. You should always inform us if you are planning to take your car abroad.
• Does my policy cover me to drive other cars?
  If you have a policy number that starts with GPC and a policy that was bought or renewed before 1st April 2011, we are unable to provide you with Third Party Cover when driving someone else’s car. If you have a policy number that begins with GPC or PMC and a policy that was bought or renewed on or after 1st April 2011, your policy will provide Third Party Cover whilst you are driving any other car, providing certain conditions are met. Please refer to your Certificate of Insurance to confirm if you have this cover.
• I’ve bought a policy, but I’m not able to tax my car online. It is saying that my car is not insured, why is this?
  It can take up to 7 days for the Motor Insurance Database (MID) to update and recognise that you have insured your vehicle. During this time you may wish to carry a copy of your Certificate in your vehicle as proof of your insurance. If you need to tax your car within these 7 days you can take your Certificate of Motor Insurance into the Post Office. If you want to check your vehicle is insured go to http://www.askmid.com/.
• What is Key Cover?
  It forms part of your standard policy, at no extra cost (worth £30) and is administered by 1st Central Keycare. It includes many Key Cover benefits, including up to £1,250 annual cover in the event that your keys are lost or stolen. This can help cover locksmith charges, replacement keys and locks, the costs of reprogramming immobilisers and alarms and up to 3 days car hire cover if you are left stranded due to lost or stolen keys.
• Am I paying extra for 1st Central Keycare on my policy?
  No, it forms part of your standard policy; Key Cover is included at no extra cost (worth £30). All the details can be found under the Key Cover section of your Policy Wording.
• Where are my Keycare Policy Documents?
  Your 1st Central Keycare Policy Documents will be sent to you in the post shortly after purchasing your policy. You can also find your 1st Central Keycare Policy Summary, Policy Wording and Terms and Conditions on the PolicyInfo page on our website.
• I have been sent a key fob in the post, what do I need to do with it?
  Your key fob has a unique identification number and has been registered by 1st Central Keycare. Please attach it to your keys immediately.
• What do I do if I lose my keys or key fob?
  Call our 1st Central Keycare helpline on 0845 303 4019, where a dedicated claims team is ready to help you 24 hours a day, 365 days a year.
• What do I do if my keys are stolen?
  If the keys are stolen a claim can be made immediately. Call our 1st Central Keycare helpline on 0845 303 4019, where a dedicated claims team is ready to help you 24 hours a day, 365 days a year.
• I’ve lost my keys and it’s the middle of the night, can you help?
  Yes, our dedicated 1st Central Keycare claims team are ready to help you 24 hours a day, 365 days a year on 0845 303 4019.
• How do I claim on my 1st Central Keycare?
  If the keys attached to the key fob are lost and remain lost for a period of 3 days, a claim can be submitted by contacting the 1st Central Keycare helpline on 0845 303 4019 where a dedicated claims team is ready to help you 24 hours a day, 365 days a year (the 3 day period begins from when the claim is reported to Keycare). If the keys are stolen a claim can be made immediately. Please keep all of your original receipts for costs incurred relating to the loss or theft. Once your claim has been validated, a cheque will be sent to you as the fob holder.
• Will making a claim on my 1st Central Keycare affect my No Claims Bonus?
  No, your No Claims Bonus will not be affected if you claim on your 1st Central Keycare.
• Do I have to pay an excess to claim on my 1st Central Keycare?
  No, there is no excess to pay when you make a claim on your 1st Central Keycare.
• How many times can I claim on my 1st Central Keycare?
  You can make an unlimited number of claims up to the cover limit per registered key fob.
• If my keys are lost or stolen whilst I am on holiday, will I still be covered?
  All keys whether lost or stolen whilst in the European Union are covered, subject to the keys being attached to the key fob at the time of loss and the key fob being registered with 1st Central Keycare. You will have to arrange for a locksmith to attend the scene as the 1st Central Keycare locksmith network only covers the UK.
• Can I hire a car from any car hire firm?
  You can hire a car from a firm of your choosing, but you must obtain authorisation from 1st Central Keycare prior to the hire. You must also obtain a VAT receipt from the car hire company. The vehicle must be of no higher capacity than 1600cc and the maximum period of cover is 3 days commencing immediately upon the loss or theft. The maximum allowance payable for car hire, within your cover limit is £40 per day.
• If my keys are found do I have to pay the finder a £10 reward?
  No, the finder will be paid directly from 1st Central Keycare.
• How long does my 1st Central Keycare last?
  You will be covered for the duration of your motor insurance policy.
• Does 1st Central Keycare only cover me or can I cover my family’s keys?
  You can extend your cover to include other family members residing with you. Just call our 1st Central Keycare helpline on 0845 303 4019 to find out more.
• I don’t understand my 1st Central Keycare, is there someone I can ask?
  If you have any queries regarding your 1st Central Keycare please call our helpline and one of our friendly advisors will be able to assist you.

Other

• What should I do when my renewal becomes due?
  1st Central will contact you approximately 3 weeks before your renewal is due with your renewal quote. If you do not wish to renew with 1st Central you will need to inform us before the renewal date. To accept your renewal quote and for any queries relating to your renewal please contact the Renewals Team on 0800 840 9616.
• Are my details secure over the Internet?
  We use industry standard Secure Socket Layer (SSL) 128 bit encryption technology to keep your personal information as secure as possible.
• What checks are made at the start of my policy?
  As part of our standard policy procedures 1st Central cross references a number of databases including an Insurer database which details previous claims information (Claims Underwriting Exchange-CUE).  Under the conditions of your policy, you must tell us about any incident within the previous 5 years (such as an accident or theft) which may or may not give rise to a claim, regardless of fault.  In the event that there has been any non disclosure on a motor insurance policy, we reserve the right to apply retrospective terms or to void or cancel the policy.
• Why do I have to include non-fault claims when I am completing my quote?
  As the result of the claims experienced by 1st Central, and across the motor insurance industry, our underwriters have determined that there is a link between non-fault claims, and fault claims in the future.
• What is a fault claim?
  The term ‘fault claim’ does not relate to who caused the incident, but to the policy from which the claim was paid. For example, if your car’s stolen, or you are the victim of a bump in a car park and can't identify the culprit, then these incidents would be classed as ‘fault’ even though you weren’t responsible for the incident.
• Why do I have to include accidents for named drivers on old policies, who you won’t be insuring?
  We need to know about all claims reported on policies within the last 5 years, regardless of who was driving.  These are rating factors and are used in conjunction with the rest of the information you provide to calculate a fair and accurate premium.
• What measures is 1st Central taking to prevent fraud?
  At 1st Central, we believe our customers deserve to benefit from the lowest possible premiums and in order to achieve that aim, we use advanced technology and check a wide range of databases to identify fraudulent activity whether it be the use of stolen credit cards or the provision of incorrect information when applying insurance quotations. We use a range of agencies to cross reference against including the Claims and Underwriting Exchange (CUE), the DVLA/DVLNI and a number of credit reference agencies. Find out more about CUE by visiting their website http://www.cueuk.org/default.aspx. You can also use the DVLA website to tax your car, check your car’s MOT status, get advice on selling your car, changing your registration number and what to do if your car is stolen. Follow the link to find out more http://www.direct.gov.uk/en/Motoring/index.htm.
• Why have you asked me to send in my Driving Licence?
  We reserve the right to request a copy of your Driving Licence. If we identify discrepancies and/or non disclosure upon the databases or, when you provide your Driving Licence, which do not correspond to the information you have provided when you purchased your policy, we will apply the correct additional premium and an administration fee will be payable as detailed in AboutOurInsuranceServices.
• How do I unsubscribe from your mailing list?
  If you do not want 1st Central to contact you with other offers and services that may be of interest to you, please email marketing@1stcentral.co.uk with your policy details and ask us to remove you from our mailing list. We will still contact you with information relevant to your policy.
• How do I complain?
  1st Central is committed to providing the best possible service. However, we realise that there may be times when we do not meet your expectations. We would like you to let us know straight away if you are unhappy with the service you have received. We will always do our best to resolve any complaint fairly. If you wish to complain in writing please address your letter to: Customer Relations, First Central Insurance Management Limited, Gemini House, Mill Green Road, Haywards Heath, West Sussex, RH16 1XQ.
  You can also call us on 0843 208 4200 or email customerrelations@1stcentral.co.uk.
• How much will it cost me to call you?
  When you call our Customer Services Team, Existing Claims or other departments using an 0843 number, calls will be charged at up to 5p per minute from a BT landline. Charges may be higher from mobiles and other providers.
• I don’t understand some of the terms used for insurance. How am I supposed to know what policy is right for me?
  We understand that getting the right cover for you can be made confusing by the technical terms used in the insurance industry. To help you understand some of the key phrases click on the following link for your own jargon buster http://www.biba.org.uk/JargonBuster.aspx.

Your instalment plan

• Who is my Direct Debit with?
  If you have opted to pay for your policy by Direct Debit, your agreement will be handled by our credit provider, Premium Credit Ltd. This is a separate agreement to your insurance policy. If you wish to discuss your Direct Debits or make any changes please contact Premium Credit Ltd on 0844 736 9836. Please note failure to keep up payments with our credit provider may result in your insurance policy being cancelled.
• What should I do if I miss a payment?
  If you have missed one or more of your direct debit payments please contact Premium Credit Ltd (your credit provider) on 0844 736 9836 who will be able to assist you.
• Can I change my payment date?
  Yes, but if the date is changed by more than 5 days from the start date of the policy it will accelerate the payment, i.e. another payment will be collected in the same month. To change your payment date contact Premium Credit Limited (your credit provider) on 0844 736 9836.
• Can I re-instate my policy if it was cancelled due to my direct debits not being paid?
  No, you will not be able to reinstate your policy if it was cancelled due to non payment. In addition any outstanding debt owed to 1st Central must be settled in order for you to take out a new policy.
• When will my first instalment be due?
  Our credit provider, Premium Credit Limited, will send your credit agreement to you by post. This will state when your first instalment is due. Please contact them on 0844 736 9836 if you have any queries regarding your first payment/payment dates.
  As a guideline, if you purchase a policy from us for the first time and pay by direct debit, your first instalment will be made on your preferred payment date for the following month after the date of purchase. If you renew your policy and continue to pay by direct debit your first instalment will be made within 11 days from your renewal date. Please note under certain circumstances if you purchase your policy in advance of the start date/renewal date two payments (either the deposit and an instalment or two instalments depending on whether it is a new policy or a renewal respectively) may be taken in a particular month.
• What is a Preferred Payment Date (PPD)?
  If you choose to pay by instalments this is the date in the month your payments will be taken from your bank account (or next working day if weekend / Bank Holiday). If you do not select a date it will be set as the date your policy starts e.g. if your policy begins on the 14th January your PPD will be the 14th.

Making a claim

• What is an uninsured loss?
  An uninsured loss is anything not covered by your policy, for example loss of earnings following an accident.
• Can I claim for any costs that are not covered by my policy?
  If you have included Legal Expenses cover, we can help you claim back any expenses not covered by your policy from the insurance company of the ‘at fault’ driver.
• What is a fault claim?
  The term ‘fault claim’ does not relate to who caused the incident, but to the policy from which the claim was paid. For example, if your car’s stolen, or you are the victim of a bump in a car park and can't identify the culprit, then these incidents would be classed as ‘fault’ even though you weren’t responsible for the incident.
• What happens if my car is written off?
  If your car is written off we will arrange for an engineer to value the vehicle. You will need to send us all the necessary documents for the vehicle before any settlement is paid. Any excesses or unpaid premiums will be deducted from the settlement. In the event of a write-off 1st Central will keep your vehicle and remove it to safe and free storage whilst your settlement is negotiated.
• Will you supply a courtesy car while my car is being repaired?
  If you make a claim on a comprehensive policy, you will be provided with a courtesy car for the duration of the repairs (subject to availability), providing you use one of the insurer's approved repairers. Terms and conditions apply; please see your Policy Wording for full details. If your car is written off, or stolen and not recovered we will not be able to provide a courtesy car.
• How much No Claims Bonus will I lose if I claim?
  If you claim on your 1st Central policy your No Claims Bonus (NCB) at renewal will be reduced according to our declared scale, which can be found under Section 5 of the Policy Wording. If you make more than one claim during a period of insurance your NCB will be reduced to zero. Your No Claims Bonus will not be reduced if you are not at fault provided the insurer has recovered all that it has paid from those who are responsible. If you have purchased NCB Protection your NCB will not be reduced in the event of a claim or claims.
• How much will it cost me to call you?
  When you call the Customer Services Team, Existing Claims or other departments using an 0845 or 0843 number, calls will be charged at up to 5p per minute from a BT landline. Charges will be higher from mobiles and other providers.
• Will you cover a courtesy car, or a car I've been loaned by a garage?
  If the vehicle has been loaned to you by the insurer’s approved repairer following a claim on your policy this will be covered automatically - you do not need to arrange this separately. However, if you have been loaned a car for another reason and the vehicle has not been insured by the garage or hire car company we may be able to arrange this for an additional premium - please contact the Customer Services Team on 0843 208 4000 or email customerservices@1stcentral.co.uk.
• What sort of courtesy car will I get?
  If you make a claim on your 1st Central policy and use one of the insurer’s approved repairers, subject to availability and providing the vehicle is repairable, you will normally be provided with a Group A vehicle for the duration of the repair.
• Is my car covered when it is at the garage being repaired or serviced?
  Yes, your 1st Central policy will continue to cover your car when it is being repaired or serviced by a member of the motor trade.
• Who are your approved repairers?
  There are approximately 160 repairers on the network across the UK. We have contracts in place that safeguard our customers in terms of customer service and quality of repairs.
• How much will I get for my car if it is written off?
  The payment you get will depend on the market value of the car at the time of the incident. The mileage, condition and age of the car will all be taken into account.
• What happens if there is a disagreement over the circumstances of the accident?
  If there were no independent witnesses to the accident, and neither party can demonstrate any conclusive proof, there may be a split settlement. The insurer will negotiate on your behalf with the other party’s insurer or solicitor in order to achieve the best possible terms of settlement for you.
• What should I do if I am contacted by the other party’s insurer/solicitor?
  If their communication suggests that you are being held fully or partly responsible you should forward this on to our Claims team as soon as possible. It is important that you do not reply.
• What is an excess?
  An excess is the amount you have agreed to pay towards any claim, regardless of liability, when you took out your policy. All policies include a compulsory excess, and you may also have opted to add a voluntary excess - please check your schedule for details. Both the compulsory and voluntary excesses must be paid in the event of a claim.
• Will I have to pay my excess?
  Your excess is the amount you have agreed to pay towards any claim, regardless of liability, therefore must be paid. All excesses must be paid, including voluntary, young or inexperienced driver and any other excesses that have been applied to the policy. In some cases you may be able to claim this back - your claims handler will inform you accordingly.
• How much is the excess on my policy?
  Your policy excess is detailed on your Schedule, which is available on the secure customer portal. In the event of a claim you will be required to pay the total of all excesses, including the young or inexperienced driver excess, vehicle excess and voluntary excess, if applicable.
• What is the difference between voluntary and compulsory excess?
  The compulsory or standard excess is set by the insurer, and is applied to all policies. Other excesses, such as young or inexperienced driver, or vehicle excess may also be applied to the policy, depending on the driver(s) and/or vehicle. When you set up your policy you may also choose to add a voluntary excess, this amount is set by you. Adding a voluntary excess can help to reduce your premium. In the event of a claim, all excesses applying to the policy must be paid. Please see your Schedule for details of your excesses.
• What do I do if I lose my keys or key fob?
  Call our 1st Central Keycare helpline on 0845 303 4019, where a dedicated claims team is ready to help you 24 hours a day, 365 days a year.
• What do I do if my keys are stolen?
  If the keys are stolen a claim can be made immediately. Call our 1st Central Keycare helpline on 0845 303 4019, where a dedicated claims team is ready to help you 24 hours a day, 365 days a year.
• I’ve lost my keys and it’s the middle of the night, can you help?
  Yes, our dedicated 1st Central Keycare claims team are ready to help you 24 hours a day, 365 days a year on 0845 303 4019.
• How do I claim on my 1st Central Keycare?
  If the keys attached to the key fob are lost and remain lost for a period of 3 days, a claim can be submitted by contacting the 1st Central Keycare helpline on 0845 303 4019 where a dedicated claims team is ready to help you 24 hours a day, 365 days a year (the 3 day period begins from when the claim is reported to Keycare). If the keys are stolen a claim can be made immediately. Please keep all of your original receipts for costs incurred relating to the loss or theft. Once your claim has been validated, a cheque will be sent to you as the fob holder.
• Will making a claim on my 1st Central Keycare affect my No Claims Bonus?
  No, your No Claims Bonus will not be affected if you claim on your 1st Central Keycare.
• Do I have to pay an excess to claim on my 1st Central Keycare?
  No, there is no excess to pay when you make a claim on your 1st Central Keycare.
• How many times can I claim on my 1st Central Keycare?
  You can make an unlimited number of claims up to the cover limit per registered key fob.
• If my keys are lost or stolen whilst I am on holiday, will I still be covered?
  All keys whether lost or stolen whilst in the European Union are covered, subject to the keys being attached to the key fob at the time of loss and the key fob being registered with 1st Central Keycare. You will have to arrange for a locksmith to attend the scene as the 1st Central Keycare locksmith network only covers the UK.
• Can I hire a car from any car hire firm?
  You can hire a car from a firm of your choosing, but you must obtain authorisation from 1st Central Keycare prior to the hire. You must also obtain a VAT receipt from the car hire company. The vehicle must be of no higher capacity than 1600cc and the maximum period of cover is 3 days commencing immediately upon the loss or theft. The maximum allowance payable for car hire, within your cover limit is £40 per day.

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