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Car Insurance FAQs

Not clear on something? No problem. We’ve put together a list of the questions we’re asked most often. Alternatively you could ask your broker.


How do 'Solutions' and 'Basic Comprehensive' differ?

What does Insurance Excess mean?

Young/Inexperienced Drivers Excesses

Compulsory Excess

Voluntary Excess

Malicious Damage

Fire and Theft

Glass

Replacement Locks

Am I covered to drive abroad?

Do I need a Green Card to go abroad?

How do I make a claim?

Who will repair my car?

Will I get a courtesy car?

How do Car Solutions car insurance and the Basic Comprehensive car insurance differ?

Solutions is our comprehensive policy and offers extra cover that’s not included in the Basic Comprehensive policy. To help you compare the two we have compiled a table that makes the differences easy to spot:  » see the comparison table
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What does Insurance Excess mean?

Excess is the first part of each and every claim that you are required to pay. Your excess may vary depending on the type of claim, the driver or if your policy carries a voluntary excess in addition to any compulsory policy excesses.
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Young/Inexperienced Drivers Excesses

If your car is damaged whilst being driven by an inexperienced or young driver, the following amounts of excess apply:
  17 to 20 years of age - £250
  21 to 24 years of age - £200
  25 years of age and over, and is either a provisional licence holder, or has not held a full private car driving licence issued in the United Kingdom for one year - £100.
These excess amounts apply in addition to the compulsory excess plus any voluntary excess. Both of these are shown on your schedule.
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Compulsory Excess

This is the amount you must pay towards the cost of any claim. This will vary depending on the policy but you will be able to find details on your policy documents or you can ask your broker.
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Voluntary Excess

This is an excess that you choose as part of your policy. If you opt for a voluntary excess you’ll make a saving in your annual premium.
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Malicious Damage

If your car sustains malicious damage while not being driven, an excess amount of £100 will apply (Car Solutions) or £250 (Basic Comprehensive).This may vary due to a specific excess for type of car or if you have elected to take a further voluntary excess. Any excesses for young or inexperienced drivers will not apply.
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Fire and Theft

If your car is lost or damaged as a result of fire, theft or attempted theft an excess amount of £100 will apply unless at the time of such loss or damage your car was  in your garage.
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Glass

Where damage is limited to glass in the windscreen, windows or sunroof (or any scratching of bodywork resulting directly from a breakage), the following excesses apply:
Solutions - £50 if the glass is replaced by your windscreen cover provider, or £80 if the glass is not replaced by your windscreen cover provider.
Where the glass is repaired no excess will apply.
Basic Comprehensive - £100.
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Replacement Locks

This cover is for Car Solutions only. In the event of the  loss or theft of keys to your car, we will pay for the replacement of the relevant car lock(s), up to a total of £500 per claim. .
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Am I covered to drive abroad?

This cover is for Car Solutions and Third Party Fire and Theft only. If you have a Basic Comprehensive policy, please contact us on 0800 0966 233 before you travel. You will be covered to use the insured car in any of the countries listed in the policy for trips up to a maximum of 60 days. If your trip is for longer than 60 days you need to contact us first.
Countries  
Austria Iceland Portugal
Belgium Italy (inc San marino & Vatican State) Poland
Croatia Latvia Republic of Ireland
Romania
Bulgaria
Cyprus Lithuania Slovak Republic
Czech Republic Liechtenstein Slovenia
Denmark Luxembourg Spain
Estonia Netherlands Sweden
Finland Germany Switzerland
France (inc Monaco) Greece United Kingdom (inc Isle of Man, Channel Islands and Gibraltar)
Hungary Malta Norway
We can also offer cover for Turkey (European) as long as you give us 21 days notice. You will need a Green Card and have to pay a charge for this cover abroad. To arrange your cover, call us on 0800 0966 233, or contact your broker for details of how to get a Green Card and the policy’s charges. We can only provide cover for the countries listed above.
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Do I need a Green Card to go abroad?

Green Cards are no longer needed in the European Union, Croatia, Iceland, Norway, Switzerland, and Liechtenstein but you will need one if you’re travelling to Andorra or Turkey. If you’re heading for these countries you will need to contact us on 0800 0966 233, or your broker.
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How do I make a claim?

You can find details on how to make a claim here or in the Car Solutions HelpPoint Motoring Assistance booklet we sent you with Solutions policy documents and in the Summary of Cover and policy booklet. You can reach our Claims Team on 0870 010 8899 around the clock, 365 days a year.
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Who will repair my car?

Your car will be repaired by one of our approved repairers, chosen because of their excellent customer service and the quality of their repair work. You will also receive a 3 year repairer guarantee on all accident bodywork repairs.
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Will I get a courtesy car?

If you have a Car Solutions Insurance policy and you have an accident that leaves your car immobile, it will be taken to one of our approved repairers who will arrange to supply a courtesy car to you as soon as they can. If you take your car to a repairer of your own choice instead, a courtesy car won’t be provided.
If your car is mobile, we’ll make arrangements for the repair and a courtesy car whilst the repairs are being carried out. Your courtesy car will be a group A vehicle, such as a Nissan Micra, with a manual gearbox.
If the Zurich engineer advises that your vehicle is a total loss, you can keep the courtesy car for 4 days from the date it was supplied to you. The courtesy car will be covered under your own policy while you have it, so the same terms and conditions apply, except you will not be able to take it abroad.
We can’t provide a courtesy car if your own car is stolen and not recovered, or destroyed by fire, for example. This will also be the case should you choose to take your car to a repairer of your own choice, rather than one of our approved repairers.
If you have a Basic Comprehensive or Third Party Fire & Theft policy, a courtesy car is not included in your cover.
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Please note that conditions apply.

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Zurich Insurance plc, a public limited company incorporated in Ireland. Registration No. 13460. Registered Office: Zurich House, Ballsbridge Park, Dublin 4, Ireland. UK Branch registered in England and Wales Registration No. BR7985. UK Branch Head Office: The Zurich Centre, 3000 Parkway, Whiteley, Fareham, Hampshire PO15 7JZ. Zurich Insurance plc is authorised by the Central Bank of Ireland and subject to limited regulation by the Financial Conduct Authority. Details about the extent of our regulation by the Financial Conduct Authority are available from us on request. These details can be checked on the FCA’s Financial Services Register via their website www.fca.org.uk or by contacting them on 0800 111 6768. Our FCA Firm Reference Number is 203093.