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Car

► Does Zurich still provide ‘laid up’ or ‘suspended’ cover? ▼ Does Zurich still provide ‘laid up’ or ‘suspended’ cover?

We no longer provide this type of cover as the majority of SWHs are not able to support this. This is in line with the rest of the market. Any reference made to this in the policy booklet will be removed at next refresh of the policy wording.

► How long can a driver be added to a policy temporarily?* ▼ How long can a driver be added to a policy temporarily?*

A temporary driver can be added for a maximum of 14 days, with a further 28 day period before that driver can be added again. An individual driver can be added temporarily a maximum of 3 times in one policy term. Acceptance will be SWH and system driven and any temporary driver must also be acceptable as a permanent driver.

Charges will vary depending on:

  • Cover
  • Age of the driver
  • Previous claims and convictions
  • Our acceptance criteria for the vehicle

* Check this functionality is supported by your SWH (refer to the SWH specific full cycle guide).

► How long can another vehicle be added to a policy temporarily?* ▼ How long can another vehicle be added to a policy temporarily?*

A vehicle can be added temporarily to a policy for a maximum of 14 days with a further 28 day period before any vehicle can be added again. A vehicle can be added temporarily a maximum of 3 times in one policy term. Acceptance will be SWH and system driven and any temporary vehicle must also be acceptable as a permanent vehicle. The vehicle must not be insured elsewhere, cannot be hired or rented and any requests to add a temporary vehicle and driver at the same time (for the same period) will be declined.

Charges will vary depending on:

  • Cover
  • Our acceptance criteria for the vehicle.

* Check this functionality is supported by your SWH (refer to the SWH specific full cycle guide).

► Can Zurich provide cover for a borrowed car? ▼ Can Zurich provide cover for a borrowed car?

Cars supplied for test drive or hire cars are not normally acceptable as insurance should be provided by the owner/hirer.

► Can cover be held on the old vehicle when the policyholder carries out a change of vehicle? ▼ Can cover be held on the old vehicle when the policyholder carries out a change of vehicle?

Following a substitution of vehicle, cover may be maintained on the previous vehicle for up to 14 days free of charge pending sale. If cover is required beyond this, then an additional policy must be issued.

* Check this functionality is supported by your SWH (refer to the SWH specific full cycle guide).

► Is business use available on the Car Solutions PLUS products? ▼ Is business use available on the Car Solutions PLUS products?

No, PLUS products accommodate social, domestic, pleasure and commuting use only

► What is the age range acceptance for the Car Solutions PLUS Products? ▼ What is the age range acceptance for the Car Solutions PLUS Products?

The age acceptance is Proposer must be aged 40-75 and any named drivers aged 35-75.

► Following an accident, if a policyholder’s vehicle is written off, how long will you provide a courtesy car for? ▼ Following an accident, if a policyholder’s vehicle is written off, how long will you provide a courtesy car for?

We will provide a courtesy car for 4 days in the event the customer’s vehicle is written off

► Do you include Uninsured Loss Recovery within policy cover? ▼ Do you include Uninsured Loss Recovery within policy cover?

Unlike many of our competitors, we include this cover as standard, so your customers will have a legal team to take care of reclaiming costs including excesses, personal injury and public transport. This applies to our Comprehensive Car Solutions and Car Solutions Plus products. It is not included in the Car Insurance 40 product

► The software house I use does not have the option to select Insured and Common Law Spouse can I use Insured and Spouse? ▼ The software house I use does not have the option to select Insured and Common Law Spouse can I use Insured and Spouse?

Yes

► Foreign Use – What are the territorial limits? ▼ Foreign Use – What are the territorial limits?

The territorial limits of our Car Solutions and Car Insurance policies are:

  • European Union Member Countries
  • Iceland; Norway; Switzerland.

We provide cover for trips up to 60 days in duration to these countries, including journeys between them by air, land or sea, after which cover will revert to the minimum legal requirement in the country visited.

No cover applies outside the territorial limits.

► What is the acceptance criteria for earned no claims discount? ▼ What is the acceptance criteria for earned no claims discount?

NCD earned in the UK can only be accepted, provided that:

  • The policy expired within 3 years of the inception of our policy
  • There have been no incidents or claims since the policy expired
  • The No Claims Discount is not in use elsewhere (refer to second car NCD)

NCD earned in the EU, in addition to the above criteria:

  • The No Claims Discount must be in English or a certified translation provided at the policyholder’s expense.
  • The NCD must have been earned on a private car policy

Written evidence of the No Claims Discount from the previous Insurer must be received within 30 days of the inception of the policy. This must be retained by yourself, and be available for audit.

Company Car NCD*

Our products are programmed to reflect the claim-free driving experience gained whilst having sole use of a company car for both business and social domestic purposes.

Provided that the risk meets our eligibility criteria then the product will apply a discount equivalent to the number of full years since the last fault claim (or non-fault claim if the NCD was not allowed) up to a maximum of 5 years NCD.

Written evidence of No Claims Discount from the previous Insurer or from the policyholder’s employer must be received within 30 days of the inception of the policy and retained with your records so that it is available for audit.

Guidance on how to input company car discount can be found in your SWH specific full cycle guide.

Second Car NCD*

When a customer purchases a second or subsequent vehicle, we will reflect the claim free driving experience gained in the principal vehicle*. To access this discount, enter the NCD years applicable to the principal vehicle and select ‘Second Car’ from the ‘NCB type’ drop down list:

*Provided that the risk meets our eligibility criteria, the product will apply a discount equivalent to the number of full years since the last fault claim (or non-fault claim if the NCD was not allowed) up to a maximum of 5 years NCD.

Guidance on how to input company car discount can be found in your SWH specific full cycle guide.

Transfer of NCD

In the event that an existing policyholder dies, we will allow the transfer of their NCD to the spouse or civil partner. Note that the NCD will not exceed the number of years driving experience that the person has in their own name.

► Will you provide cover in the name of a company? ▼ Will you provide cover in the name of a company?

Our Personal Lines products are designed to meet the insurance needs of private individuals and are not available to companies. We have a comprehensive range of products intended for SME (businesses with a turnover of £5M and less), Mid Market (businesses with a turnover between £5M and £300M) and Global Corporate (businesses with a turnover of over £300M or multinational of any size). These commercial products are only available to companies through an insurance broker and further information can be found by visiting http://www.zurich.co.uk/broker/sme/.

► What classes of use does Zurich support? ▼ What classes of use does Zurich support?

Zurich products* support the following classes of use:

  • Social Domestic and Pleasure
  • Commuting
  • Personal business by the policyholder, spouse, or all named drivers.

Use in connection with Employers’, Partners’ business (class 2) or Commercial Travelling (class 3) will be considered upon referral.

* Car Solutions PLUS will only accommodate social, domestic, pleasure and commuting use.

Airside Use

All Zurich policies exclude the use of the insured vehicle in any area used by or for servicing aircraft.

Charity Work

Section 16 of the Zurich Solutions and Car Insurance comprehensive policies provide cover for the policyholder and/or named driver to use the insured vehicle in connection with, or for the benefit of, charities, voluntary organisations clubs or societies, where payment does not exceed the current HM Revenue and Customs mileage rates.

Examples include:

  • Carrying of passengers e.g. patients to a hospital
  • Driving between offices or shops.

Cover is not provided for Hire and Reward or for vehicles owned by, hired to or lent to the voluntary organisation.

Driving Tuition

Driving tuition use is supported provided that:

  • The vehicle is dual controlled
  • The Driving Instructor is registered in accordance with part 5 of the Road Traffic Act.
  • Any driver is selected
  • Class 1 business use is selected

If accepted by us endorsement 35 – Driving Tuition will apply

The deductions shown under Section 5 of the Policy do not apply when your car is being used for tuition purposes provided that:
Your car is dual controlled; and
the person being taught to drive is accompanied by a driving instructor or examiner who is registered in accordance with Part V of the Road Traffic Act 1988.
Other deductions or excesses shown on the Schedule or stated in the Policy may apply.

Fast Food Delivery

Use for fast food delivery is not acceptable

► What happens to the policy following a total loss claim? ▼ What happens to the policy following a total loss claim?

Following a total loss claim under the policy, cover will be maintained for up to a maximum of 42 days or until the renewal date whichever is sooner. This will allow the client to purchase a replacement vehicle and for that vehicle to be substituted onto the policy. No premium credit is allowed during this period.

If a replacement vehicle is not purchased within 42 days then the policy will be cancelled and no refund in premium will be given.

► Can Zurich provide cover for Vans or Pickups? ▼ Can Zurich provide cover for Vans or Pickups?

We will quote for car-derived vans and dual cab pick ups provided that use is restricted to Social Domestic and Pleasure use.

Panel vans (such as Ford Transit) that have been adapted to cater for persons with a disability will also normally be acceptable. The value of any modifications must be included in the overall value of the vehicle.

* Check this cover is supported by your SWH (refer to the SWH specific full cycle guide).

► Motor caravans ▼ Motor caravans

* Check this functionality is supported by your SWH (refer to the SWH specific full cycle guide).

► Will Zurich accept modified vehicles? ▼ Will Zurich accept modified vehicles?

Any change to the vehicle manufacturer’s standard specification must be declared.

Vehicles with extensive cosmetic modifications or performance modifications are not normally acceptable and should be placed with an appropriate non-standard carrier.

* Check this functionality is supported by your SWH (refer to the SWH specific full cycle guide).

► The quotation returns a message “vehicle not on database” ▼ The quotation returns a message “vehicle not on database”

There is sometimes a delay between vehicle manufacturers releasing a new vehicle and the ABI allocating an ABI code and car group. If the exact make and model of a newly released vehicle does not appear on the vehicle database, or our Zurich products are returning the message ‘vehicle not on database’ then contact our Helpdesk on 0800 026 1771 with full details including make, model, engine size, fuel type, transmission type, number of seats and the registration number of the vehicle.

If the vehicle is acceptable to us you will be provided with a provisional car group and code to allow you to process the risk to us via FCEDI. You should diary the risk for 60 days and update to the correct vehicle details.

► What is the acceptance criteria for monthly payments? ▼ What is the acceptance criteria for monthly payments?

To qualify for the Eazipay monthly instalment plan, the customer must be aged 18 or over. They must also not have been declared bankrupt, not have entered into an Individual voluntary arrangement (IVA) or had any county court judgements (CCJs) within the last six years.

* Check this functionality is supported by your SWH (refer to the SWH specific full cycle guide).

► Do non fault or withdrawn claims still need to be disclosed? ▼ Do non fault or withdrawn claims still need to be disclosed?

Yes, any accident, claim or loss, regardless of fault, needs to be disclosed and noted on the quote. The system will take into account the type of claim and will price correctly for the risk.

 

Home

► In the event our customer has to make a claim under more than one section of cover for the same cause (e.g. Flood claim for Buildings and Contents) will they have to pay an excess for each claim? ▼ In the event our customer has to make a claim under more than one section of cover for the same cause (e.g. Flood claim for Buildings and Contents) will they have to pay an excess for each claim?

If we pay a claim for the same cause happening at the same time under more than one of the buildings, contents or personal possessions sections, we will only take off one excess (which will be the highest excess shown in the customer’s schedule for the sections concerned).

► What happens if our customers need to report a claim outside of normal office hours? ▼ What happens if our customers need to report a claim outside of normal office hours?

Our 24 hour claims service means your customers can speak to someone in an emergency – whatever the time of day.

► Why can I no longer see/add interested mortgage company on the policy documentation? ▼ Why can I no longer see/add interested mortgage company on the policy documentation?

Following the termination of the agreement between the Association of British Insurers (ABI) and the British Bankers’ Association (BBA), this information is no longer required.
Should you receive any enquiries from customers, solicitors, banks or building societies requesting their interest is noted on the policy, you should advise them that the ABI/BBA agreement is no longer in place and that insurers are no longer required to note these interests.

Proof of the customer's insurance being in place (a copy of the schedule or a letter of confirmation from yourself to the customer) should be sufficient evidence to satisfy any such organisation.

► You have recently increased your blanket sum insured levels to £1,000,000 buildings and £100,000 contents cover will existing customer be able to take advantage of these increased limits? ▼ You have recently increased your blanket sum insured levels to £1,000,000 buildings and £100,000 contents cover will existing customer be able to take advantage of these increased limits?

At renewal provided the risk meets our bedroom rated criteria Home Solutions 2 customers will automatically benefit from the increased limits. Please see Brokerzone for information regarding correcting valuables limits.

► Will you provide cover for the purchaser of a property which has previously had a subsidence claim with Zurich? ▼ Will you provide cover for the purchaser of a property which has previously had a subsidence claim with Zurich?

As part of the ABI Subsidence agreement, provided Zurich were the last insurer and there has been no gap in cover, we will provide a quote for the new purchaser but we are not obliged to take on cover if any other part of our acceptance criteria is not met (e.g. unacceptable claims, conviction history, business use etc.). We will need to know full details of the previous policy (including policy number) and of the previous claim.


► If during a change of address, cover is temporarily required for both properties can cover be provided under the existing policy? ▼ If during a change of address, cover is temporarily required for both properties can cover be provided under the existing policy?

Yes – we can provide cover up to 30 days in the following scenarios:

  • the new property is acceptable to us; and
  • the customer has not yet completed the sale of their existing house but expect to within 30 days; or
  • the purchaser and our customer have not yet exchanged contracts, but expect to complete sale within 30 days; or
  • they have exchanged contracts and expect to complete within 30 days.

As the cover being offered is temporary we are not able to send this data in an EDI message to update our internal claims system. In the event that cover is accepted an email will be sent to you to confirm cover. In the event of a claim, we may ask you to present this email as evidence of cover. Note: Cover will revert to apply only to the original address if you do not process the change of address by the expiry of the 30 days. If a further extension is required, please contact Helpdesk.

► Our customer is having work done at their house do they need to disclose it? ▼ Our customer is having work done at their house do they need to disclose it?

Any work that is purely cosmetic (i.e. general maintenance, painting, plastering, replacement kitchen, bathroom and or replacement double glazing) does not need to be disclosed. If however there is any structural work being carried out this will need to be disclosed with full details.

► What is the acceptance criteria for monthly payments? ▼ What is the acceptance criteria for monthly payments?

To qualify for the Eazipay monthly instalment plan, the customer must be aged 18 or over. They must also not have been declared bankrupt, not have entered into an Individual voluntary arrangement (IVA) or had any county court judgements (CCJs) within the last six years.

* Check this functionality is supported by your SWH (refer to the SWH specific full cycle guide).

► Do non fault or withdrawn claims still need to be disclosed? ▼ Do non fault or withdrawn claims still need to be disclosed?

Yes, any accident, claim or loss, regardless of fault, needs to be disclosed and noted on the quote. The system will take into account the type of claim and will price correctly for the risk

 

General

► Are you still able to issue manual policies? ▼ Are you still able to issue manual policies?

No, in line with our new model, all new business policies are FCEDI (Full-Cycle Electronic Data Interchange) and will only be transacted electronically. Any request to ‘downgrade’ a policy cannot be accommodated.

► How do new products get activated? ▼ How do new products get activated?

Full details of the product activation process for each SWH can be found on Brokerzone under Full Cycle EDI Guides

► Where can I find full details of any endorsements that you have applied? ▼ Where can I find full details of any endorsements that you have applied?

Full endorsement wording can be found on Brokerzone .
In addition Car endorsement wordings can be found in the policy book.

► How long are quotes guaranteed for? ▼ How long are quotes guaranteed for?

Provided that accurate risk information is entered into the system, quotations are guaranteed for a period of 30 days.

► How do I add claims to an existing policy? ▼ How do I add claims to an existing policy?

The actual process will vary depending on your software house, however a report/letter will be sent at renewal to advise of any claims that have occurred in the previous term of insurance. These claims will have been factored into the invited renewal premium. You will need to add the claims to your system to ensure you have an accurate record.

► How can I order more stationary? ▼ How can I order more stationary?

► How can I order Broker Box inserts? ▼ How can I order Broker Box inserts?

Visit www.zurich.co.uk/brokerbox to download extra copies of inserts.

► Does Zurich provide any additional advice for customers during the winter months? ▼ Does Zurich provide any additional advice for customers during the winter months?

Zurich has recently launched a new website – www.zurich.co.uk/severeweather. This has advice for your customers on what to do during a flood, coping with severe weather and precautions to take during the winter to protect their homes and cars.

Looking for help?

We are here to help with any enquiries, claims and questions.

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Key


FCEDI
Full Cycle Electronic
Data Change

SWH
Software House


Commonly Used Endorsements

 Car Endorsement

 Home Endorsement