We have split our frequently asked questions into 14 areas to enable you to find the answer to your questions quickly, please click on the most relevant category.
How are miles measured?
The miles that you drive are recorded by the Clear Box which links to a Global Positioning Satellite (GPS) and the information is fed back to our car insurance technical centre. We take the miles you have used from your 6,000 mile annual allowance first, then add any Top-Up Miles you have bought, followed by Bonus Miles and then Reward Miles.
How many miles do I get?
Your premium will be based on 6,000 miles per year. There are a number of ways to earn more miles each month; for instance through the Shopping Box and by driving well. You can also buy Top-Up miles based on your stated pence-per-mile rate which was set when you took out the policy, changed any details, or when you renewed your car insurance.
What if I drive more miles than the policy covers?
You can purchase Top-Up miles through your Portal at the stated pence-per-mile rate which was set when you took out the policy, changed any details or when you renewed the policy.
Will I get charged if I go over 6,000 miles and haven't topped up?
If you are about to exceed your basic 6,000 miles and have not bought Top-Up miles, we will attempt to Top-Up your Policy by 250 miles automatically, using the payment details you supplied when you took out the cover. We do this, providing you gave us your permission to do so when you purchased your car insurance, as part of our standard terms and conditions. If we automatically top up your miles, as described above, and you have not used all of these Top-Up miles when the cover is due for renewal, you can roll over any unused Top-Up miles into the next year.
How many miles am I able to buy when I top up?
You can buy Top-Up Miles in bundles of 250 miles, 500 miles and 1,000 miles.
Do I pay for Top-Up Miles straight away or can I spread the cost?
Because we offer small bundles, as low as 250 miles, we ask you to pay for Top-Up Miles straightaway. You can use most major credit and debit cards, and payment can be made on-line, via your Customer Portal, on the Top-Up page.
How are Bonus Miles and Reward Miles earned?
We allocate extra miles in a variety of ways:
How many Bonus Miles can be earned per month?
You can earn up to 100 miles a month for safe driving, that's up to 1,200 miles a year - we call these Bonus Miles. Your driving will be rated based on several pre-determined factors. We will show you how you are driving and how we translate that into Bonus Miles on your Portal home page.
How will I be able to make sure I don't go over my mileage forecast?
If you need to travel more than 6,000 miles in a year, you can simply Top-Up your mileage via your Customer Portal. The Top-Up rate per mile will be the same as we quoted on your last policy transaction. Your Portal will be regularly updated with your recent mileage use, so you will get plenty of warning if you are running out of miles. We will also send email alerts to you when your miles are getting low.
Why is the automatic Top-Up set at 250 miles?
We believe this should be enough to cover you for a significant unforeseen journey close to renewal or until you are able to Top-Up your miles yourself through your Portal's Top-Up page.
In what sequence are my miles used?
There are four different types of miles, Base Miles, Top-Up Miles, Bonus Miles and Reward Miles. In your first year with a CoverGirl car insurance policy you use your Base Miles first, followed by Top-Up Miles, Bonus Miles and Reward Miles. Base Miles are the only ones that may not be rolled over to next year's renewal. Any rollover miles from the previous year are used first, followed by Base Miles etc.
How do I request another set of my insurance documents from you?
If you require a replacement copy of your car insurance documents, we can post them out to you, this can be requested by either by sending an email to service@insurethebox.com or by telephoning 0333 123 1308.
What happens if I can't print out my policy documents?
Just send the customer services department an e-mail or call us on 0333 123 1308 and we will send you a paper copy of your documents.
What is my Customer Portal?
Your Portal allows you to access feedback on your driving including tips on how you can improve. You can view how many miles you have used and how many remain. You can Top-Up your mileage, you can make certain changes to your cover and you can visit ShoppingBox to purchase items on line to earn rewards.
What if I do not agree with the data produced?
Please contact us and we will be happy to discuss this with you.
ShoppingBox
How does the ShoppingBox work?
We have joined forces with some of the UK's leading High Street and internet retailers to give you the opportunity to buy their goods and services through the ShoppingBox. For each purchase you make you will earn Reward Miles and these Reward Miles will be added to your original 6,000 miles purchased when you took out a policy from CoverGirl.
What are ShoppingBox Rewards worth?
We convert a minimum of 2.5% of everything you spend on ShoppingBox purchases into Reward Miles. The Reward Miles are calculated at your pence-per-mile rate as detailed on your Portal Home Page (so, for every £10 you spend you will earn 25p in Reward Miles. If your pence-per-mile rate is 8p you will have earned three additional miles of cover).
How often are ShoppingBox Reward Miles updated to my Customer Portal?
We will publish your Reward Miles each month on your Portal. Monthly updates will start once you have had your Policy for a month.
Will you be adding more Retailers?
We will be adding many more retailers over the coming months, including some really exciting offers on cars, utilities (e.g broadband, telephone, gas, electricity, etc) and other big value items. If there's anything you really want us to add, just let us know.
If I drive less than 6,000 miles a year what can I do with my Reward Miles?
We will allow customers to carry over Reward Miles into the next year, or, at renewal, convert them into other add-ons like Box Road Rescue, Box Key Protect or Box Motor Legal Protect.
What else does the Clear Box measure?
The Clear Box monitors lots of driving related factors, such as mileage, speed, and the time of day you are travelling. It records the types of road you are using, as well as any sudden impacts on the vehicle, and monitors any heavy breaking. We will post a summary of your driving data on your personal Portal, where you will be able to see any Bonus Miles awarded to you for positive driving behaviour.
Do I have to pay for the Clear Box that goes into my car?
The fitting is paid for by the insurers, as well as the rental of the Clear Box which is supplied by our partner Octo Telematics. Provided you remain insured with a policy from CoverGirl there is no charge for the Clear Box. If you do cancel your policy there is a £50 cancellation charge.
Will I be covered before the Clear Box is fitted?
Yes. You will be insured to drive your car from the date your policy starts. Once the Clear Box is fitted we will begin collecting driving data.
I am selling my car what do I do about the Clear Box?
If you insure your replacement car with a policy from CoverGirl, a new Clear Box will be fitted free of charge.
Where is installation of the Clear Box carried out?
The Clear Box is fitted professionally, at a place of your choosing. Obviously it needs to be a safe place for the fitter to work, but a domestic driveway or a relatively quiet office car park will normally be suitable. The Clear Box is usually fitted under the dashboard, out of sight, and takes about an hour to install.
Are there any other benefits to having a Clear Box in addition to just paying for the miles I need and getting additional miles for good driving and going shopping?
The way you drive will influence your renewal premium, so if you drive well, your renewal policy from CoverGirl could be reduced and, you can carry over any unused Top-Up miles, Bonus Miles and Reward Miles to the following year. The Clear Box also has a built in theft tracking device, so we can locate your car quickly in the event that it is stolen. Plus, if you have an accident with your car, we will use our best endeavours to call you to see if you need any help. The Clear Box notifies us straight away if your car suffers a heavy impact.
What is the process for fitting my Clear Box; who will contact me, how and when?
When you purchase your insurance on-line, you complete a Clear Box fitting request. You nominate a time and place for the Clear Box to be fitted; our fitters will then contact you to set up the appointment. We will fit the Clear Box within 14 days of your policy start date.
What does the Clear Box look like?
It's about the size of an adults palm and is shaped like a mobile phone; it even has a SIM card. The Clear Box is completely sealed and cannot be opened without triggering a tamper alert.
Is there a fee to fit a new Clear Box if I change my car?
No. The Clear Box is an inclusive part of our insurance product, just like the rewards, theft tracking and incident alert service.
Why are you using a Clear Box to collect driving data?
The driving data and mileage information is an opportunity to provide a tailor-made policy. It also helps you and us in the event of a claim. As the Clear Box also provides a theft tracking service it gives you additional security. All this helps us understand and treat our customers as individuals.
Will I be penalised for bad driving?
No. The Clear Box gives us a picture of your driving habits so we can let you know how you're driving and how you could improve. This does not mean we will put your premium up if you drive badly, in fact we do not change the premium in the first year unless something about you or the car changes, for example, if you move house or buy a different vehicle. If you drive well, we will award you up to 100 Bonus Miles each month, so we do reward good driving.
If I drive well in my first year does it mean my premium gets cheaper?
If you have driven well in the first year of your policy and nothing about you or your car has changed, for example, you have not moved house or changed your vehicle, your renewal premium may well be reduced.
When will my driving statistics appear on my Customer Portal?
We receive data from the Clear Box approximately every 60 miles (96kms) you drive and we update your Portal with the relevant information as soon as possible so you can view your driving data regularly.
What will the Clear Box tell me about my driving?
On your Portal Home Page you can see your journey details including:
How do you identify driving patterns?
The Clear Box provides information regarding journey date and time, length, speed, acceleration, distance, routes and location including type of road (e.g. A, B roads).
How do you know who was driving?
The vehicle is covered for you and all those named as drivers on your policy. We do not ask you to tell us who was driving at any particular time.
Does the Clear Box still record data if there is no GPS signal?
Yes. The Clear Box will record the data and then transmit the information when a signal returns.
How do I get my insurance documents?
We will post your certificate of motor insurance to you. As an on-line insurance provider CoverGirl asks that you print all your other documentation yourself. Your documents can be found in the You and Your Insurance area of your Portal. Don't worry if you are unable to print your documents we can post them all to you, just send an email to service@insurethebox.com or telephone 0333 123 1308, requesting a hard copy of your insurance documents.
Can I drive someone else's car?
Like an increasing number of other insurance providers a private car policy from CoverGirl does not cover you to drive other cars, unless the car in question has been loaned to you by the motor trade or our approved car hire supplier while your own car is being serviced or repaired. If you wish to drive another car then please ensure the owner of the car extends their car insurance to include you.
Do I need to send proof of my no claim discount (NCD)?
Yes. We have calculated your premium based upon the no claim discount you stated you have acquired through previous insurances and we need to see proof that you are entitled to this discount. Sending us a copy of your renewal notice is fine. You can also usually request your previous insurer to supply a proof of no claim discount. If you can't prove your entitlement to this discount, we reserve the right to adjust your premium accordingly.
Am I covered when I drive my car in Europe?
Yes. We provide automatic cover for your car when it is being driven within the European Economic Area for up to 90 days for any one trip. We would always recommend that you ensure you have enough miles remaining to cover your trip before leaving and, if not, Top-Up your mileage to ensure you have adequate cover throughout the duration of the trip.
Are my personal possessions insured against theft whilst in my car?
We provide cover of up to £150 for your personal belongings provided they have been kept out of sight in the locked boot or glove compartment of your car.
When can I protect my No Claim Discount?
You can select our No Claims Discount (NCD) Protection irrespective of how many years NCD you have acquired. This means you will not lose your discount in the event of one claim in any period of insurance, up to a maximum of two claims in any consecutive five year period.
I am thinking about buying a car which has been imported from outside Europe. Would you be able to provide cover?
CoverGirl does not provide policies for vehicles imported into the European Economic Area by persons other than the manufacturer of the vehicle.
My car has been modified; will you be able to provide cover?
It really does depend on the modification; in order to assess the modifications we will ask you some questions as part of the quote process. We do accept a number of non-performance enhancing modifications.
How do you know if I've been involved in an accident?
The Clear Box will alert us that your vehicle has experienced a heavy impact when the ‘G' force (gravitational force) reading exceeds a certain level. We will use our best endeavours to call you to ensure you are OK and try to assist in getting you back on the move as quickly as possible.
If we are unable to contact you and your car is stationary, we will assess all the circumstances, such as location, time of day, force of the impact and, if appropriate, we may attempt to contact you on the primary and alternative contact numbers.
What claims information does the Clear Box record?
The Clear Box records: date, time and location of the car, together with the speed of the vehicle before and after impact and data relating to the magnitude and direction of the forces which your car experienced in the incident.
Who will recover my vehicle if it's not driveable?
We will arrange for the vehicle to be recovered and for you and your passengers to be taken to a place of safety.
Where will the recovery agent take my vehicle?
If recovered within the working day and if you agree to use our approved repairer network, then the vehicle will be taken to the nearest approved repairer. If it is out of normal working hours, it will be delivered to your home address or a secure compound from where the approved repairer will collect the vehicle within 24 hours of being notified.
What are the benefits of using the approved repair service?
If you choose to use our approved repairer, they will collect your vehicle and deliver it back to you upon completion of repairs. Our repairers and engineers liaise continually to ensure your vehicle is inspected quickly and repairs have been started as soon as possible (no estimates are required).
All Approved Repairers have the latest repair technology to increase efficiency and effectiveness when repairing your vehicle. The work will be guaranteed for as long as the vehicle remains in your ownership.
Will I have to pay an excess?
Details of applicable excesses will be shown on your Policy Schedule. All excesses have to be paid although your excess will not be charged if we consider you were not to blame for the accident and the identity of the third party insurer is known. We will not apply the policy excess to a claim for medical expenses, personal belongings, nor when your car is being used by the motor trade or in the custody or control of valet parking.
My windscreen has been damaged, who is your approved repairer?
Our approved windscreen repairer is Autoglass. They will arrange to either repair or replace the windscreen at your convenience. Their number is 0844 826 8376. Also, our Box Fitter should have supplied you with a windscreen sticker detailing Autoglass's telephone number along with several other useful numbers as well.
What if I choose to use my own windscreen company?
If you choose not to use our approved glass repairer the most we will pay will be £200 less any excess.
Who provides the service to customers under my Box Road Rescue Policy?
CoverGirl's insurance providers have contracted with Europ Assistance, one of Europe's largest breakdown recovery providers. Depending on the level of cover you purchased they will attend at the roadside and attempt to get you on your way. If the vehicle can't be repaired or it isn't safe to do so, they will recover your vehicle to your home or a suitable garage for repairs. If you took out Doorstep cover, Europ Assist will attend at your home, for example if your car will not start. You can also purchase European cover which extends the cover to Europe (most countries are covered; please see the policy document for the details).
Can I buy a Box Road Rescue Policy after I have bought my car insurance policy?
Through your Portal, via ShoppingBox, CoverGirl customers will be able to buy Box Road Rescue cover after the original date of policy purchase. This facility will not be available until June 2010.
If I break down, what number do I call and what exactly am I covered for?
Your Box Road Rescue Policy Documents detail the emergency number and exactly what is covered by your chosen cover level. Your documents can be printed off from your Portal in the You and Your Insurance area, along with your other Policy Documentation. The Box Road Rescue number is 0844 388 5622.
What happens if I break down or have an accident?
If you break down or have an accident more than one mile from home, we will arrange for an approved mechanic to attend to your car without delay. If your car cannot be repaired at the roadside, the contractor will take your car to the nearest and most suitable repairer. We will pay for the cost of the call-out, and up to an hour's roadside labour, plus towing charges.
Is my vehicle eligible for Box Road Rescue cover?
All cars must be 15 years old or less when cover starts. All vehicles must not exceed a gross vehicle weight of 2,500kg, a length of 7m, a height of 3m and a width of 2.25m (including any load carried).
My car is 14 years old - will you cancel my Box Road Rescue cover when it reaches 15 years?
If we have covered a vehicle under the age limit we will continue cover once it passes 15 years, provided that it has not given rise to excessive claims in recent years.
What happens if my car cannot be repaired on the same day?
If repairs to your car cannot be carried out the same day, we will pay for your car and passengers to be transported to your local repairer, your home or intended destination.
What happens if I need help at home or within one mile from home?
If you have taken our Doorstep Cover upgrade then we will arrange for an approved mechanic to attend to your car without delay. If your car cannot be repaired at the roadside, the contractor will take your car to the nearest and most suitable repairer.
Are there any circumstances which are not covered?
Yes. There are some situations which are not covered. These include:
Is there a maximum number of call outs that can be made in one year?
If your vehicle suffers repeated breakdowns this would suggest to us that you may not be maintaining it as required by the policy. If you take our Doorstep Cover upgrade then there is a limit of 6 claims per year under this cover.
If I do breakdown, how long should I expect to wait before I am attended by a mechanic?
Our average response time is 40 minutes.
Does Box Key Protect just cover my car keys?
No. Box Key Protect will also cover your household keys; provided they are attached to the fob we supply you with.
How do I get my Box Key Protect Key Fob?
The key fob is posted out by our supplier, Boomerang Tag. Your pack will arrive about ten days after you purchase your Box Key Protect policy. The actual policy document and schedules can, however, be printed off straightaway, they can be found with your Private Car Policy documents in the You and Your Insurance area of your Portal.
What does the Box Key Protect policy cover me for?
The Policy pays up to £1,500 in respect of locksmiths charges, new locks (if a security risk has arisen) and replacement keys (including any immobiliser, infra-red handset and/or alarm which is integral to any Insured Key if such cannot be repaired or re-programmed), car hire and onward transport costs and the re-programming of immobilisers, infra-red handsets and alarms which are attached to the Fob but are not integral to an Insured Key.
Box Key Protect pays a £10 reward to the finder of a lost Insured Key. We provide an Emergency Helpline 24 hours a day, 365 days a year.
Who arranges the lock replacement?
Our service provider Boomerang Tag will arrange for an approved locksmith to visit you. In the first instance you should contact them on the number shown in your Box Key Protect Policy Documents, quoting your Fob reference number, this is found on the actual key fob or in the fulfilment pack you received through the post.
Does Box Motor Legal Protect provide me with a hire car if mine is immobile?
Yes. Even if the incident is your fault, or the costs can't be re claimed against a third party we still provide you with a class A hire car for a period of up to seven days if our approved repairer is unable to supply you with a car for the duration of the repair.
What does Box Motor Legal Protect cover?
The insurance covers the legal costs (own side's costs and other side's costs) of pursuing a claim for your uninsured losses, damages and costs resulting from any road accident which causes death or bodily injury to you and / or damage to the insured vehicle and / or personal belongings.
You will be provided with a hire car for a reasonable period if the accident is not your fault. This is for up to 7 days if the accident is your fault, or if costs are not recoverable from a 3rd party (eg: in the event of theft).
Will you pursue any claim for me under the Box Motor Legal Protect Policy?
Your claim will only be pursued if it is likely to be successful. Your case is covered up to the point when legal proceedings are formally issued in the Courts. The maximum the Insurer will pay for any one event is £50,000.
I see you are using 03 numbers do you make money from these?
No. Our "03" numbers are charged at standard national rates and are often included in call packages in the same ways as "01" and "02" numbers are. We don't get a payment from the telecommunications companies for calls to "03" numbers.
Can I insure both my cars with policies from CoverGirl?
Yes. You can insure each car you own by arranging separate policies from CoverGirl. For each you must be able to meet certain eligibility criteria; this is outlined at the time of each quotation. We will fit our Clear Box to each vehicle for you and you will continue to earn no claim discount against each car.