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"I have recently had dealings with Onequote Direct when organising my motor insurance and received outstanding service from your customer service department. Please be assured that I will 100% be recommending Onequote Direct to anyone who has insurance needs in the future."

- C, Marshall.
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FAQs »

Find out all you need to know about our policies in our handy FAQ list…

"I am writing to you to let you know that I was very pleased with the customer service that I received while trying to resolve an issue relating to my policy. I spoke to one of your advisors and he was extremely helpful in explaining what information was required from me and helping resolve the issue to my complete satisfaction. He was very proactive in helping resolve the issue and it is precisely this level of service that gives consumers, such as myself, confidence that my policy is in good hands and I would have no hesitation in recommending your services."

- G. Virdee.
Car travelling down empty road.


We appreciate that insurance can sometimes be difficult to understand. As the experts, it's our job to make it as simple as possible.

We've taken our most frequently asked questions and put together straightforward, jargon free answers to get you the information you need right away.

If you can't find the answers you're looking for, contact us and we'll do our best to help.


Some of the most commonly asked questions regarding Coronavirus.

I'm looking to buy a car insurance policy / I have recently bought a car insurance policy.

How do I get a quote?

You can get a quote and buy online via our secure website.

No Claims Bonus (NCB)

What is "No Claims Bonus"

No Claims Bonus (NCB) helps to drive down the cost of your car insurance. For every year you continuously hold insurance and don't have any claims that are classed as your fault, you may get a discount on your premium. The more years claim free that you have, the more discount you may receive.

When you get a quote, you'll be asked how many years NCB you have. If you are eligible for a discount, this will be reflected in your premium.

We check your No Claims Bonus entitlement automatically so you don't have to do anything.

Can I use my company car No Claims Bonus?

If you have been the main driver on a company car then a letter on company headed paper from your employer can be supplied as proof. The letter will need to state the number of consecutive years you have been claim free as the main driver of the car and that the car was used for personal and business use. There cannot be a break in the period you were driving.

What documents do you need from me? 

Sometimes our insurance partners ask to see proof of some of the statements made in your application for insurance. This can include:

Proof of address
We are able to accept a copy of a gas, electric, water, broadband or telephone bill that's dated within the last three months. We cannot accept a mobile phone bill.

Proof of the car's registered keeper
We would need to see a copy of all four pages of your V5C vehicle registration certificate. If you are asked to, please send us a copy of your V5C registration certificate as instructed.

Proof of driving licence
We would need to see a copy of your photo-card driving licences for you and any additional drivers named on the policy. Please note: The paper counterpart to the photo-card driving licences are not valid and are no longer issued by the DVLA.

I have a car insurance policy with Onequote Direct.

Will my car insurance be renewed at the end of the policy?

We will send a renewal invitation showing your renewal price with enough time to make an informed decision about your renewal before the end of your current policy.

If you pay for your insurance monthly by Direct Debit and are opted into the automatic renewal process, we will automatically renew your car insurance together with any optional extra insurances. You can change this preference at any time on this website, by LiveChat or by telephone.

If you pay for your insurance in full, you will need to contact us to arrange cover and payment for another year.

How can I make a complaint?

Our customer complaints procedure

At Onequote Direct, our aim is to get everything right, first time, every time. If a mistake is made we aim to put it right quickly. To start the process of reporting a complaint all you need to do is phone, e-mail or write to the contact details below:

Telephone: 0344 800 3694
Write to: Onequote Direct, Europa House, Midland Way, Thornbury, Bristol, BS35 2JX

Once your complaint has been received it will be treated with the highest importance.

What happens next?

Within five working days we will:

  • Write or e-mail you to confirm that we've received your complaint
  • Try to deal with your complaint straight away, but if we need to investigate further in order to resolve the problem:

Within four weeks we aim to:

  • Give you a Final Response to the complaint, with all the reasons for the actions or decisions, along with details of the Financial Ombudsman Service; OR
  • Explain why it is not yet possible to give you a Final Response, and let you know when we will be ready to do so.

We hope that our response will never exceed eight weeks but should it do so, we will explain why it has not been possible to give you a Final Response, and let you know when we will be ready to do so. At this point we will also advise you of your rights under the Financial Ombudsman Service.

The Financial Ombudsman Service

This is a free, independent service for resolving complaints about most financial matters.*

If you're not happy with our Final Response to your complaint, or with the reasons given for any delays beyond eight weeks, you can contact the Financial Ombudsman Service using the details below:

Telephone: 0800 0234567 / 0300 123 9123
Write to: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Any complaint referred to the Financial Ombudsman Service needs to be made within six months of the date of the Final Response. It is possible that your complaint may not be eligible for referral to the Financial Ombudsman Service. If so, one of their staff will still be able to advise you on your options, or you might prefer to seek your own professional or legal advice.


The European Commission has an online dispute resolution service for consumers who have a complaint about a product or service bought online. If you choose to submit your complaint this way it will be forwarded to the Financial Ombudsman Service.

Click here to access the Online Dispute Resolution Service. Please quote our e-mail address:

Alternatively, you can contact the Financial Ombudsman Service directly.

I need to make a claim.

In the event of a claim, please call 0344 800 3693 as soon as you can. The Claims Department will gather all the information required to process your claim.

If you need to make a claim on one of your Optional Extras, then call the relevant number below:

Breakdown Assistance:

0800 055 6472

Vehicle Hire:

0370 243 0151

Key Protection:

0330 102 8762

Legal Expenses:

0344 800 3693

Excess Protect:

0330 102 8755

Once we have taken all the relevant information, your claim will be passed over to your insurer to process.

How do I get a copy of my proof of No Claims Bonus?

The renewal invite that we sent you about a month before your renewal date contains your proof of no claims. If you need a copy of your No Claims Bonus, then contact us here.

I have an outstanding balance, how do I pay it?

Contact us to arrange payment.

How can I pay for my insurance? 

Annual payment
You can choose to pay for your insurance in full via debit or credit card.

By Direct Debit
You can choose to pay monthly by Direct Debit credit agreement through our third party premium finance provider, Premium Credit Limited (PCL). By selecting Direct Debit, you will pay more for your insurance.

PCL are authorised by the Financial Conduct Authority (FCA) to provide finance to customers in respect of insurance premiums.

Phone: 0344 736 9836
Post: Premium Credit Limited, Ermyn House, Ermyn Way, Leatherhead, KT22 8UX

Please note: Onequote Direct is acting as a credit broker and not a lender. We only introduce you to PCL for the arrangement of Direct Debit credit agreements. You do not pay us anything for this service. Instead, you pay interest on the amount loaned to you by PCL, known as a Transaction Fee.

Transaction Fee
You will pay a Transaction Fee for each transaction added to your PCL account. You will be told which rate applies to you before you submit your application for credit. This information will also be included in your PCL Welcome Pack.

Credit Searches
When you apply to pay by Direct Debit credit agreement, PCL will search public information that credit reference agencies hold about you and use this to assess whether they will lend to you. If they decline your application, they will let you know and inform you of the credit reference agency they used.

PCL Welcome Pack
The PCL Welcome Pack contains important information about your Direct Debit credit agreement. This includes information about PCL, the terms and costs of the potential finance product and the comparable costs of the financing so you can make an informed decision about whether to proceed. Documents included in the pack are Pre-contract Explanations and your Credit Agreement which will confirm all the details of your Direct Debit credit agreement including the Annual Percentage Rate so you can compare this with other types of lending.

Annual Percentage Rate (APR)
The APR shows all the credit-related charges that apply to your credit agreement expressed as an annual rate of charge.

Managing my Direct Debit
If you have chosen to pay for your insurance by Direct Debit, you must register online with PCL and sign your credit agreement.

To register for your online account and to find out how to sign your credit agreement, visit

If you do not sign your Direct Debit credit agreement online, PCL will make a £25 charge.

Once you have registered, you can manage your account online including making changes to your payment date and bank details as well as cancelling your agreement.

Cancelling your agreement
You have a 14-day right to cancel the Direct Debit credit agreement after it has been made, which can be done via the PCL portal. For more information on how to cancel your Direct Debit credit agreement, visit

PCL will notify us if you cancel your Direct Debit credit agreement, fail to make payment on time and in full or if you end the Direct Debit credit agreement. If you do not make payments as detailed in your agreement, you may be charged £25 each time you miss or make a late payment. If your Direct Debit credit agreement is cancelled, you must contact us to arrange alternative ways to pay for your car insurance or your policy will be cancelled and all cover will end.

Contact Us
For more information about your Direct Debit credit agreement and PCL, please contact us.


Do you offer a range of car insurance covers?

Yes, we offer Comprehensive car insurance as well as Third Party, Fire and Theft (TPFT) and Third Party Only (TPO).

Do you offer additional covers so I can tailor my car insurance?

Yes, we offer a wide range of Optional Extras which you can add to your car insurance to tailor it to your specific needs. These include:

  • UK Breakdown
  • Key Protection
  • Legal Expenses
  • Replacement Vehicle
  • Excess Protect

Can I add these optional covers at any time?

Yes, you can contact us and ask to add optional covers at any time during the life of your policy.

Can I buy car insurance if my car has been modified?

Some of the insurers on our panel will quote for cars with modifications however we are not able to provide quotes online as each insurer applies different terms depending on the modification. Please contact us to discuss your car modifications.

Does my car insurance include windscreen cover?

Windscreen cover is included as standard on Comprehensive cover.

Does my car insurance cover me for driving other cars?

Your policy may cover you to drive other cars in times of emergency, subject to the level of insurance you have selected, your age, your occupation and the type of vehicle. You should check at the time you take out your policy and it will be shown on your insurance certificate.

Does my car insurance cover me for driving abroad?

Your policy will cover you for up to 30 days trip in the EU, for longer trips you will need to contact us. From the 2nd August 2021, you no longer require a Green card to travel to the EU.

You are covered to drive in these countries only:

Austria Andorra Belgium Czech Republic Denmark
Estonia Finland France Germany Greece
Hungary Iceland Italy Latvia Liechtenstein
Lithuania Luxembourg Malta Netherlands Norway
Poland Portugal Serbia Slovakia Slovenia
Spain Sweden Switzerland Croatia Republic of Cyprus
Bulgaria Monaco Republic of Ireland Romania San Marino
The Vatican City

For international travel, outside the EU, you will need to contact us to see if we can cover this for you. Please give 14 days' notice where possible.

What is Continuous Insurance Enforcement?

As part of Continuous Insurance Enforcement (CIE) it is now a legal requirement to have continuous insurance in place, even if the vehicle is off the road, unless the vehicle has been declared SORN (Statutory Off Road Notification). For more information about CIE and the exceptions and penalties in place, visit

Changes or cancellations

What happens if I need to make changes to my car insurance?

It is important that you notify us of any changes to your circumstances or if you change your car, as soon as possible. Failure to do so could invalidate your insurance and result in your claim not being paid. To update your policy, please contact us. Please note, changes to your policy will incur an administration fee of up to £50. Your premium may also be adjusted.

What if I want to cancel my car insurance?

During the cooling-off period
You have a 14 day cooling off period during which you are able to cancel your policy. If you cancel during the cooling off period you will be charged for the time you have held your policy, assuming there has been no incident, plus a charge of up to £25 which covers our administration with the insurer. Any optional extras will be refunded in full, providing no claims have been made.

If cover hasn't started, you will be entitled to a full refund of the premium you have paid, less our administration charge of up to £25.

After the cooling-off period
If you are cancelling outside of the 14 day cooling off period you will be charged for the time you have held your policy according to the insurer terms found in your policy booklet, again assuming there is no incident, plus an administration charge of up to £50. Our charges are in addition to any charge imposed by your insurer. There is an additional £25 fee if the policy has come from an aggregator.

Please note, any optional extra cover that runs alongside your policy will also be cancelled with no refund provided. Please contact us before cancelling to discuss your refund. For more information on cancelling your policy, please refer to our Terms of Business.


How can I contact you?

Visit our contact us page for the different contact options.