Validating your details

Whenever you buy an insurance policy, we take steps to ensure we know the cover we are providing is right for you so we can support you when you need us, for example, if you have to make a claim. To do this, we may contact you to validate some of your details soon after you have bought your insurance, and we hope that you’ll be able to help us resolve any enquiries quickly.

Please remember it is your responsibility to check you have answered every question we ask honestly and accurately before buying your policy.

Why do you validate insurance policies?

Fraud and misrepresentation can increase insurance premiums and at Zurich we are passionate about protecting our honest customers. By validating new insurance policies, we know we are providing you the fairest price for your insurance, and that information we hold is correct.

We recognise that mistakes happen, so by validating policies we ensure a genuine oversight doesn't become a problem if you need to make a claim.

When will we validate policy details?

Validation normally takes place at the start of the policy; however we may also validate details when a change has been made to a policy, or if there has been a claim.

How will you validate policy details?

As an insurer, we have access to a number of databases (such as the Claims and Underwriting Exchange). We will check your details against these databases to ensure the information provided by you matches what is on the databases.

How do you choose which policies to validate?

We validate all policies when they are purchased, but we will only contact those customers where there is a discrepancy between the information we hold on the databases and the information that has been provided to us.

What happens if the details I give you don’t match the databases?

If there is a discrepancy identified during the validation process, we will contact you to request an explanation and relevant supporting documentation, such as your driving licence, to ensure the information we hold is correct.

We understand that in most cases there may be a genuine reason for a discrepancy in the information we hold and we will always give you the opportunity to explain this to us.

What action will you take?

Our team is here to help. In most cases we will either, take no action, or ask that an additional premium is paid. In some cases the documentation provided may identify that a customer has over paid and a refund will be paid.

In cases where we identify that new information provided means we are no longer able to insure customers, we may ask customers to find alternative cover, or in serious cases we may cancel or void the policy.

Whatever the situation, we will keep you informed of any action that you need to take.

How long does the validation process take?

In most cases all details will be validated within 30 days of writing to you, but we’ll keep you informed throughout the process. If we contact you, it is important you provide any information and documents we ask for within the timescales stated within the letter we send you.

Are there any costs involved?

If we ask you to send us any information or documents, we will provide you with a free post address and email address.

If a change to your policy is required, we will charge an administration fee as well as any additional premium to correct your policy information.

If your policy is cancelled, we may also charge a cancellation fee in addition to any premium that is owed to us for the time we have provided cover.

If you are checking my details why do I need to answer the questions correctly when I get a quote?

It is your responsibility to answer the questions we ask completely and correctly to enable us to provide an accurate price for your insurance. You should be aware that if incomplete or inaccurate answers are identified during our validation process, and your policy has to be changed, an additional administration fee will be charged.

How do I make a complaint about the validation process?

We work closely with the Financial Ombudsmen Service to ensure our process is clear and fair to all of our customers.

We value customer feedback and continually look to improve our process, however if you are unhappy with the validation process and wish to make a complaint then please call 0800 408 0979 or email