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Frequently Asked Questions (FAQs)

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

About Go.Compare

  • We could bore you with numbers and graphs, but instead here's a much nicer explanation: 
     
    We want to connect the dots (see what we did there?) between you and good decisions by showing you a selection of the right options for you. No matter what you're after -  insurance, energy, broadband - we've got you covered with only good choices. 
  • No - we're the same company you know and love, just with a different name!
  • No, your old quotes are right where you left them.
  • Nope. Go.Compare isn't an insurer, so our name change won't affect your cover.
  • Your free excess protection cover still works the same. You might see either GoCompare or Go.Compare on your policy wording or other documentation while we work to get our new name updated, but this won't impact you.

Free excess cover for car insurance

  • 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 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
  • 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.
  • When you buy car insurance through us, your excess cover will start on the same day.
  • You can have one excess cover policy for every car insurance policy you buy through us.
  • Your free excess cover will only apply to whichever car’s details you entered when making the qualifying purchase. It won’t apply to any other cars you add to the policy when completing your purchase on your chosen insurer’s website.
  • If you let someone else drive your car using their own insurance, then your free excess cover will not apply to them. This is because any claims and excess payable will be handled by their insurer, not yours.
     
    Your free excess cover would only cover someone else driving your car if they were a named driver on your insurance policy.
  • No. Your free excess cover only applies when you are driving the car that’s listed on your policy. 
  • You can find more questions and answers about free excess cover for car insurance here, or get in touch via our contact page.

Free excess cover for home insurance

  • 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 you could be entitled to a refund of £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.

  • Our free home excess cover is there for totally unexpected claims - for example, if a tree falling damages your building or your possessions are stolen 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 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.

  • 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.

  • 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/

  • You can find more questions and answers about free excess cover for home insurance here, or get in touch via our contact page.

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 can get in touch via our contact page.

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.

  • If you’re not sure who your insurer is, you can find out by signing into your GoCompare account. 

    To do this:

    1. Click the 'Sign in' button in the top right corner of the page 
    2. Enter your email address and password
    3. You’ll find your recent purchase information – including your vehicle registration number, insurer name and policy start date – in the ‘Your car insurance’ section

    If there’s nothing there, try looking through your online bank and credit card statements for payments to an insurer. If you can’t find any, call your bank. They should be able to help. 

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

     

     

  • You can get in touch via our contact page.

Emails

  • You can unsubscribe online - enter your email address, password and date of birth. We’ll then confirm that you’ve successfully unsubscribed.

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

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

    Data Protection Officer
    Gocompare.com Limited
    4 Callaghan Square,
    Cardiff,
    Wales
    CF10 5BT

  • We email you 30 days before your renewal date (the date you provided the last time you compared quotes). It’s just a handy reminder that you should consider comparing to find the right cover for the best price. 

  • We email you 30 days before the renewal date provided by you the last time you compared quotes for that particular car – it’s just a handy reminder that you might want to consider comparing quotes to find a better deal. 
     
    You can tell us to stop emailing you about this vehicle by unsubscribing online  or using the link at the bottom of emails we send you.  
  • You can get in touch via our contact page.

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 get in touch via our contact page.

Affiliates

  • The validation process can take between 90 to 180 days to be approved and rewarded. If you are a voucher customer, the same validation period applies and you must claim your voucher within 60 days. 

    After the 60 days have passed you will no longer be eligible for the voucher. Please check all T&Cs available on the respective reward site.

  • If you have any queries about the whereabouts of your cashback or voucher, note that it will take between 90-120 days from the date of purchase to validate your reward. If you haven’t received it during this time period, please be patient and wait for this time to pass. 

    If it has been over this time period, please contact Go.Compare and we will be able to look into this for you by communicating with the reward site. It will take around one week from receiving a response from Go.Compare to understanding the status of your cashback/voucher. 

  • You can get in touch via our contact page.

Data protection

  • You have a number of rights under data protection laws such as to request to access the personal information we hold on you or to request to have your personal information erased.

    If you wish to exercise any of your rights please contact: 

    By email: customerservices@gocompare.com

    By post: Gocompare.com Limited, 4 Callaghan Square, Cardiff, Wales, CF10 5BT

    Our DPO’s contact details are: dpo@gocompare.com

    We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). If you have authorised a third party to submit a request on your behalf, we will ask them to prove they have your permission to act. This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request.

    We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. If this is the case, we will notify you and keep you updated.

  • You can get in touch via our contact page.

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