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Frequently Asked Questions (FAQs)

The most frequently asked questions (FAQs) about GoCompare's service.

Free 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.
  • 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.
  • 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 you buy car insurance through us, your excess cover will start on the same day.
  • 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.

  • 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 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.
  • 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.
  • As long as you just change your car with your insurer and keep the same car insurance policy, your excess cover will still be valid. If you end your policy and take out a new one for the new car, your excess cover will end when the car insurance ends.
  • 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.
  • 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:

    • Schedule of insurance for your excess cover
    • Proof you’ve paid your excess
    • Settlement letter from your insurer
    • Certificate of motor insurance
  • 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.
  • 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.
  • 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.
  • 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 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.
  • 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.

  • Just email our customer service team.

    To change your address, email us your full address including postcode. If you’ve changed car, we need the make, model and registration number.

Sign in and password

  • You can securely change your password by:

    1. Clicking the 'Sign in' button, located in the top-right corner of the site
    2. Enter your sign in details (using your existing password)
    3. Hover your mouse over the ‘My Account’ button (located in the top-right corner of the site)
    4. Click on ‘My account details’
    5. Select the ‘Manage password’ tab
    6. Enter your existing password and your new password.
    7. Retype your new password and then click ‘Save’.
  • If you've forgotten your password, you can request a link to a page where you can reset it. To do this:

    1. Click the 'Sign in' button (located in the top-right corner of the site)
    2. Click the 'Forgotten your password?' link that appears underneath the 'Sign in' button
    3. Enter your email address. If you’ve got more than one account linked to the email address, you'll be asked for your first name, surname and date of birth.
    4. Click on the ‘Submit’ button

    We’ll then email you a link to a secure page that allows you to reset your password.

    Once you’ve reset your password, you'll be taken to a page where you can sign in to your account.

  • You should’ve got your password reset link within five minutes of requesting it. Check your junk or spam folder first. If it’s not there, request another one.

    Reset password links expire after 24 hours or when you request another one. So you’ll need to use the most recent one to reset your password.

    If you still cant get into your account, get in touch with us.

  • The password has to be between six and 50 characters long. It can include letters and numbers but not < > : ; ' , & " / or spaces.

    Avoid using common words and important details to make your password – the stronger your password, the less likely someone will guess it and try to access your personal details.

    Please note: If you click the 'Accept and get quotes' button and you haven't ticked that you accept our Terms and Conditions, you'll also need to re-enter your password before you can continue.

Purchasing

  • If you have already got a quote with us, you can click on the ‘Sign in’ button (located in the top-right corner of the site) to sign in to your GoCompare account to get a new quote.

    When you sign in you'll be taken straight to your quote history page, where you can click the 'New quote' button to get a quote for whichever product you’re interested in.

    All your details are safely saved, so you won't have to enter them again when you get another quote, unless your details have changed.

  • Sign in to your account first. Then, you can view all your quotes by clicking ‘View prices’.

    If you want to buy a policy, click ‘View details’ to read more about the policy before clicking ‘Proceed to site’ to buy your insurance. 

    If your quotes have expired, you’ll need to check your details are right to get quotes again.

  • You can click on the 'Sign in' button (located in the top-right corner of the site) to sign in to your account and view your saved quotes.
  • Most insurers have paperless policy documents, which means they’ll be emailed to you, or viewable online.

    If the documents are sent by post, they're normally dispatched the next working day, but can take up to seven days to arrive.

    If you haven't received your documentation within seven days, contact your insurer and they'll be able to help you further.

  • If you’re not sure who your insurer is, look through your online bank and credit card statements for a payment/s to an insurer. If you can’t find any, call your bank. They should be able to help.

    It’s worth doing a search on your email inbox for ‘car insurance’ or ‘policy documents’ too.

     

Unsubscribe

  • We’d like to stay in touch with you, so we can send you reminders and let you know about new services that might interest you.

    If this isn’t something you want, you can unsubscribe and we’ll remove your details from our contact list.

    To unsubscribe online you’ll be asked to enter your email address, password and date of birth. We’ll then confirm that you’ve successfully unsubscribed.

    Please note: It may take up to five working days for your request to be fully processed.

    Alternatively, you can contact us online, email us at unsubscribe@gocompare.com or write to us at the address below and ask for your details to be removed.

    Data Protection Officer
    Gocompare.com Limited
    Imperial House
    Imperial Way
    Newport, Gwent, NP10 8UH
    United Kingdom

Amendments

  • You can change your personal details in a secure area of GoCompare. To do this:

    1. Click the 'Sign in' button (located in the top-right corner of the site)
    2. Enter your sign in details (using your existing password)
    3. Hover your mouse over the 'My Account' button (located in the top-right corner of the site)
    4. Click on 'My account details'
    5. Enter your new details into the relevant boxes
    6. Click 'Save' and then click 'Yes' in the confirmation box

    Please note: Existing quotes will automatically become void, so you'll need to re-run them based on your updated information.

  • You can easily change your email address securely. To do this:

    1. Click the 'Sign in' button (located in the top-right corner of the site)
    2. Enter your sign in details (using your old email address)
    3. Hover your mouse over the 'My Account' button (located in the top-right corner of the site)
    4. Click on 'My account details'
    5. Enter your new email address
    6. Click 'Save' and then click 'Yes' in the confirmation box

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