With the development of COVID-19 we have taken necessary precautions and our customer service team are now working remotely. This might mean we are a little slower than normal to respond to your query. We apologise for any inconvenience this might cause and appreciate your understanding at this difficult time.
Choose a category below and provide us with as much detail 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.
Monday to Friday, excluding bank holidays
We aim to reply to your query within three working days
What's excess cover?
If you need to claim on your car insurance and have to pay an excess, the free excess cover will refund the cost of the excess up to £250
How do I get my free excess cover?
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.
How much free excess cover will I have?
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.
When does my cover start?
When you buy car insurance through us, your excess cover will start on the same day.
Does my car insurer provide the excess cover?
No. It's provided by Gocompare and administered for us by Atlanta1 Insurance Services Ltd which is authorised and regulated by the Financial Conduct Authority, number 308213.
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.
Will my no-claims bonus be affected by claiming on the excess cover policy?
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.
Will my car insurance premiums go up if I make a claim on my excess cover policy?
Your premiums won’t go up because you’ve claimed on your excess cover. But they probably will in the future because you’ve made a claim on your car insurance.
Can I have multiple excess cover policies?
You can have one excess cover policy for every car insurance policy you buy through us.
Can an additional named driver on my policy claim?
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.
What happens if I change my car?
So long as you just change your car, and keep your insurance, your excess cover’s still valid.
You need to let us know if you change your car. Please send us an email with your new car’s make, model and registration number.
If you change your car and insurance provider, your excess cover will end when your car insurance ends.
Will I keep the free excess protection if I cancel my car insurance policy?
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.
How do I claim on my free excess cover?
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 your scheme code: 10536
And these documents to hand:
How many times can I claim?
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.
Can I claim if I have an accident in another car?
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.
Does my excess cover policy cover claims for acts of god and criminal damage?
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.
What if the excess on my car insurance policy is less than £250?
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).
Can I have the free policy if I already have excess cover?
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.
What if my car insurance and excess cover policy end while the claim's still ongoing?
As long as the date of the incident was within the term of your car insurance policy your excess cover will still apply.
It's free? What's the catch?
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.
Why don’t I qualify for free excess cover?
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.
Can I increase the level of cover?
No. Our free excess cover has a limit of up to £250 in the policy period.
Does my free excess cover automatically renew year on year?
No. You’ll need to compare and buy car insurance with us again if you want excess cover for another year.
Will I need to give card or account details?
No. The excess cover is completely free, so you don't need to provide your card or account details. All you need to do is quote and buy your car insurance through GoCompare and you will be eligible for the free excess cover.
If I claim will you guarantee a pay out?
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.
How do I cancel my free excess cover?
If you don’t want free excess cover anymore, just send us an email and we’ll cancel your policy for you.
My free excess cover has been cancelled, why is that?
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.
Didn't find the answer to your question? Get in touch.
How do I check when my MOT's due?
If you can find your most recent MOT certificate, it'll tell you when your next MOT's due.
If not, you can enter your car's registration number to check your MOT online.
How do I get my car £10 MOT?
You need to buy a car insurance policy through GoCompare by 15 June and we'll send you a voucher to claim an MOT for £10 to be used by 30 June. It'll take us 48 hours to send you your voucher code.
What should I do if I don't receive my voucher?
Voucher codes will be sent up to 48 hours after you've bought your car insurance policy and the email will come from GoCompare. If you haven't received it after 48 hours, check all your email folders including your junk mail, just in case. If you still can't find it, contact our customer services team for help.
What do I do with my voucher code?
The email with your voucher code will contain instructions that direct you to the WhoCanFixMyCar.com booking portal. From there you'll be able to see all the available garages and book your MOT.
What's included in the £10 car MOT?
The MOT test checks that your car meets road safety and environmental standards. You can find out more about what's included in an MOT test here.
What if my car needs a retest?
You can have a partial retest for free if you leave your car at the garage for repairs and the partial retest is done within 10 working days.
If your MOT's still valid you can take your vehicle away to repair. If it's run out, you can only take it to have the defects fixed, or to another pre-booked MOT elsewhere, which you'll need to pay for.
If you decide to go to another mechanic or garage to carry out any work for you after a failed MOT, it's a good idea to get a written agreement of the work and price agreed beforehand. GoCompare and WhoCanFixMyCar.com will not be a party to any agreement or contract between you and a mechanic or garage as a result of your use of the £10 car MOT offer where your vehicle has failed its MOT.
There's more information about retesting, leaving your vehicle for repair and taking your vehicle away for repairs here.
When can I get my test?
You need to book your car in to have its test before 30 June to be able to use your £10 car MOT voucher.
What if I change my mind or I need to cancel?
If you set up an account when you book your MOT with WhoCanFixMyCar.com, you can manage your booking and make cancellations directly on the site. The only time you can’t is if your booking is within the next 24 hours.
If you don’t set up an account, you’ll be emailed the garage’s details, and you’ll need to talk to the garage directly to cancel your booking.
I’m not happy with the service. Who do I speak to?
You can leave a review on WhoCanFixMyCar.com. Or you can get in touch with the garage itself - you’ll be emailed the contact details when you make your booking.
If you don’t get a response you’re happy with, then please contact the customer services team.
What do I do if the website for finding a garage isn’t working?
If the website isn’t working, please get in touch with us and let us know.
How long will it take for the garage to contact me to confirm my booking?
You’ll be sent an email after booking your MOT online which will confirm everything. It'll also give you your garage’s details, if you need to get in touch with them.
There aren’t any garages showing in my area. Does that mean I can't use the service?
WhoCanFixMyCar provides coverage in many locations but a few areas may not be covered yet. If you can't find a suitable garage nearby, contact WhoCanFixMyCar.com so they can help you find your nearest. If it's still too far away, unfortunately you won't be able to redeem your £10 car MOT voucher.
I have a disability and can't get out of my car unaided. Can I still have the MOT?
Let the garage know about any help or adjustments you might need when you make your booking. They'll do what they can to help you.
You can also get in touch with your garage if you've already made your booking (you’ll be sent an email with their details).
Can a technician come to my home to do the MOT?
Due to the discounted nature of the MOT, garages are unable to offer a collection and delivery service.
What should I do if I have a complaint about the garage, or about WhoCanFixMyCar.com?
If your complaint is about the garage, you can get in touch with the garage itself to make a complaint - you’ll be emailed the contact details when you make your booking. You can also leave a review at WhoCanFixMyCar.com
If you don’t get a response you’re happy with, then please contact the customer services team at WhoCanFixMyCar.com to follow up.
If your complaint is to do with the MOT process itself because you:
You can appeal or complain to the Driver and Vehicle Standards Agency (DVSA).
If you have a complaint about WhoCanFixMyCar.com, you can contact them directly.
What time is my MOT test?
You'll choose the day of your MOT when you book it through WhoCanFixMyCar.com. The garage will then get in touch by phone or email to confirm the time of your MOT with you.
What happens if I can't get hold of the garage?
If you have any trouble getting in touch with your garage, contact the customer services team at WhoCanFixMyCar.com for help.
What happens if the garage cancels my MOT test appointment?
Contact WeCanFixMyCar.com so they can help you reschedule with the same garage or another one.
Monday to Friday, excluding bank holidays
We aim to reply to your query within three working days
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