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Choose a category below and provide us with as much details as possible. We will then direct you to the right person in our customer service team who will aim to respond to your query within three working days.

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We aim to reply to your query within three working days.

  • We aim to reply to your query within three working days.

Our top FAQs

    • It’s simple. Just compare and buy car insurance with us, and we’ll do the rest. We’ll email your policy documents between five and eight weeks after you bought car insurance with us. If it’s been more than nine weeks, let us know.
    • To get a refund on your excess, you’ll need to claim it back online. You’ve got six months from when your car insurance claim gets settled to get your excess back.
       
      You’ll need to select GoCompare from the 'Scheme name' drop-down list and have these documents to hand:
      • Schedule of insurance for your excess cover
      • Proof you’ve paid your excess
      • Settlement letter from your insurer
      • Certificate of motor insurance
    • The excess protection policy doesn't offer any protection for your no-claims bonus, so it's likely to be affected if you make a fault claim. There is no no-claims bonus earned on the excess protection policy itself.
    • Your free excess cover from us covers these costs, up to £250. So, if your total excess is £300, you’ll pay this to your insurer, and then we’ll refund you £250 once your claim is settled.
    • No. It's provided by Gocompare and administered for us by Atlanta Insurance Intermediaries Limited which is authorised and regulated by the Financial Conduct Authority, number 309599.
       
      The policy is underwritten by Inter Partner Assistance SA UK Branch (IPA) which is fully owned by the Axa Assistance Group. Inter Partner Assistance SA is a Belgian firm authorised by the National Bank of Belgium and subject to limited regulation by the Financial Conduct Authority. Inter Partner Assistance SA firm register number is 202664. You can check this on the Financial Services Register by visiting the website www.fca.org.uk/register.
    • Claiming on your car insurance is stressful enough without the added cost of your excess – and we want to help with that. That’s why we’re giving you free £250 excess cover. There’s no catch - if you ever need to make a claim on your car insurance and have to pay an excess, it’ll cover some or all of the cost of your excess, up to £250.
    • You'll only get the free excess cover if you complete a full car insurance quote from us and buy through us as well. You'll also need to be at least 17 years old and have an excess on your car insurance policy. See our full terms and conditions for more.
    • If you have to make a claim under your car insurance policy and you've paid your excess, you will be able to claim under the excess cover - make sure you have proof of payment.
    • You can have one excess cover policy for every car insurance policy you buy through us.
    • Yes. The policy covers the excess paid on your car insurance policy and this excess would still apply to additional named drivers – so they’d benefit from the excess cover.
    • No if you cancel your car insurance, your excess cover will also be cancelled. This also goes for if your insurer cancels or voids the policy.
    • You can claim as many times as you need to, as long as you don't exceed the £250 annual policy limit. Once you've made claims totalling the £250 limit the policy will end and won't pay out again.
    • No. The excess cover only applies to the car you bought insurance for with GoCompare, so it won’t apply to any other cars you drive.
    • If your car insurance policy covers these claims and an excess is applied, your excess cover policy can be used, as long as the claim isn’t solely for breakdown, windscreen repair/replacement or glass repair/replacement.
    • It’s not a problem – it just means you’ll be able to claim more than once on the excess cover policy if you needed to. So if your excess is £100, you could claim a maximum of three times: twice for £100 and once for £50 (paying the other £50 excess on that claim yourself).
    • If your excess is covered by any other insurance then this policy would only pay out a proportionate share of the claim. All policies will together only pay out a maximum of the total excess - it's fraud to attempt to profit by claiming for your excess more than once.
    • As long as the date of the incident was within the term of your car insurance policy your excess cover will still apply.
    • No. Our free excess cover has a limit of up to £250 in the policy period.
    • No. You’ll need to compare and buy car insurance with us again if you want excess cover for another year.
    • If you don’t want free excess cover anymore, just send us an email and we’ll cancel your policy for you.
    • If you cancel your car insurance, we’ll cancel your excess cover too. That’s because your excess cover runs alongside your car insurance. We’ll send you an email confirming this has happened.
       
      Sometimes we have to cancel policies for reasons we can’t always explain, but that’s very rare.
    • Accidental loss or damage claims aren't covered.
    • You've got up to £250. So if your total excess is £300, you’ll pay this to your insurer, and then we’ll refund you £250.
      If your excess is less than £250 you can claim more than once on your excess cover if you need to. For example, if your excess was only £50, you could make up to five claims.
    • It's not a problem. It just means you can claim more than once on your home excess cover if you need to.
      If your excess is £100, you could claim a maximum of three times. Twice for £100 and once for £50 (paying the other £50 excess on that claim yourself).
    • Our free home excess cover is there for totally unexpected claims - like needing to replace a weather damaged roof, for example - as we believe that's where it will be the most helpful.
    • You can have one excess cover policy for every home insurance policy you buy through us.
    • Our free home excess cover only includes valid claims for the home covered under the insurance policy you bought through GoCompare.
    • When you buy home insurance through us, your home excess cover will start on the same day.
    • Your documents should appear in the excess policy hub in around five to eight weeks after you've bought home insurance with us. But if it’s been more than nine weeks, let us know.
    • Your premiums won’t go up because you’ve claimed on your home excess cover. But they probably will in the future because you’ve made a claim on your home insurance.
    • If you cancel your home insurance within the first 14 days, we’ll cancel your home excess cover too.
    • If you don’t want free home excess cover anymore, you can cancel your policy through the management portal.
    • If you cancel your home insurance, we’ll cancel your home excess cover too. That’s because your excess cover runs alongside your home insurance. We’ll send you an email confirming this has happened.
      Sometimes we have to cancel policies for reasons we can’t always explain, but that’s very rare.
    • No. You'll need to compare and buy home insurance with us again if you want free home excess cover for another year.
    • No - your car insurance excess cover doesn't cover home insurance claims and vice versa.
    • You can update your details through the home excess cover management portal.
    • If you are planning to move, you will need to check with your current home insurer to make sure you are covered.
      If you need to buy home insurance for your new home, you will need to compare and buy through GoCompare to qualify for free home excess cover.
    • Home excess cover is provided by GoCompare and arranged by Coplus. The policy is underwritten by Astrenska Insurance Limited. You can check this on the FCA website by visiting https://register.fca.org.uk/s/

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How to make a complaint

We aim to treat our customers fairly at all times, especially when they are not happy or they feel have cause for complaint. We take any complaint very seriously. Find out how we deal with your complaints here.

  • We aim to reply to your query within three working days.

Our support hours

9:00am - 5:30pm

Monday to Friday, excluding bank holidays

Marketing and business enquiries

If you've got a business or marketing opportunity, please email us at:

business-development@gocompare.com

marketing@gocompare.com

We aim to reply to your query within three working days

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