We all need help sometimes and we’re always here for our customers.
We’ve answered our most Frequently Answered Questions for you below.
SERVICE UPDATE:
We are open for business but we have changed our opening hours to best support our customers and colleagues. Our updated opening hours are:
Monday – Friday 9.00am to 7.00pm
Saturday 9.00am to 6.00pm
Our opening hours over the festive season will be amended on these days only, on all other dates we will be open our normal working hours for our customers.
Thursday 24th Dec 9.00am to 2.00pm
Friday 25th Dec Closed
Saturday 26th Dec Closed
Thursday 31st Dec 9.00 am to 2.00pm
Friday 1st Jan Closed
Before picking up the phone to us please consider the urgency of your query and whether it can be resolved by visiting our FAQS.
Most of our policyholders can save time and money by making changes online such as adding a driver or changing your vehicle by visiting My Portal.
NHS Volunteer Responders - if you are using your private car as an NHS Volunteer Responder your cover will not be affected, and you are not required to contact us to notify us. We thank you for supporting the NHS.
Have Car Insurance with GoSkippy? Check out: GoSkippy’s Top 6 Car FAQ’s
Why are some insurance prices higher than others?
Tip: Differing prices might also reflect what’s included in your insurance cover. Check what your policy includes carefully before agreeing to the terms.
What insurance products do you offer?
GoSkippy offers a variety of vehicle insurance products for cars, motorbikes and vans providing the maximum amount of cover and peace of mind. We also offer home insurance, further details can be found here. GoSkippy also offers competitive priced Travel insurance for all of your single and annual trip needs.
What levels of cover are there?
Third party – the minimum legal requirement. It covers others (third party) but not you. If you injure someone or damage their property, they’re covered but if your own car is damaged or stolen, you have to pay for the loss yourself.
Third party, fire and theft cover – is as above but additionally covers you for repairs or replacement if your car is stolen or damaged by fire.
Fully comprehensive – the highest level of cover. On top of the basics of third party, fire and theft, it’s the only type that covers you if you damage your own car, even if the accident was your fault.
You can claim for:
- Repairs after an accident
- Accidental damage
- Vandalism
What are classes of use?
Social, Domestic and Pleasure
This is the most common class of use applicable to virtually all policies. Cover includes any social use of the vehicle, i.e. shopping, the school run or visiting relatives.
Social, Domestic and Pleasure including Commuting
In addition to the above, cover includes commuting to one fixed place of work (or educational establishment in the case of persons in full time education).
Business Class 1
This permits the policyholder (and/or spouse only were stated on certificate) to use the car for travel between multiple fixed places of work in addition to use for social domestic and pleasure use. Common occupations that might require such class of use would include a supply teacher, a care worker who drives to see various patients, or any person who might have to work at more than one location. Tip: This cover excludes use of the vehicle as a tool of trade.
Business Class 2
This class normally extends the cover under Class 1 (above) to any named drivers on the policy. Most insurance companies will require both the policyholder and the named driver to use the car for the same business (i.e. the insured and the named driver cannot use the vehicle in connection with different businesses) Tip: As above, this covers excludes commercial usage including delivering goods or selling products.
What are the minimum and maximum ages of drivers you will insure?
What is legal expenses cover?
If my MOT has expired, will I be covered when driving to the MOT centre?
I am getting a new car, but I don’t have the registration number yet, what should I do?
Will GoSkippy insure a modified car?
Yes we will.
A modification is anything that has been added to your car that is nonstandard – this could be tinted windows, alloy wheels, spoilers etc. You should inform your insurer now if you think your vehicle has any modifications in order to ensure you have adequate cover.
Tip: We have a modifications list to select from when doing an online quote and you can select a maximum of 5. If you have more than 5 modifications or are not sure it’s best to call us to discuss.
Do you insure hire vehicles?
Is my trailer or caravan covered?
Do you cover LPG converted vehicles?
Would GoSkippy provide cover for an imported car?
We only provide cover for vehicles officially imported into the UK that are coded by the Association of British Insurers. If you are unsure please contact us.
Information for policyholders employed in the armed forces
Do you provide cover for couriers?
My job sometimes involves carrying clients, students, charges etc; does my insurance cover this?
Do you provide cover for driving lessons?
Do you do one day/temporary cover?
What vehicle types are not accepted?
Will you cover me if my car is registered abroad?
What is windscreen cover?
Do I have windscreen cover? What is my excess?
If you have fully comprehensive cover, you will have windscreen cover included as standard under the main terms of your policy. If you have Third Party Fire and Theft cover, or Third Party Only cover, you will not have windscreen cover included. You can find out the levels of cover you have by logging into your online portal and reviewing your documents at goskippy.opencustomerportal.co.uk/view/account.
Your documents also set out your windscreen excess. Your excess is payable directly to the windscreen company.
I don’t have windscreen cover included under the main policy – What other options do I have?
If you have third party fire and theft cover or third party only cover, you won’t be able to claim for windscreen damage under your main policy. You can however purchase a separate add-on policy to cover you for this. You will only be covered for damage which occurs after you have purchased the cover and won’t be able to claim for pre-existing damage.
You can find out more about our add-ons here.
How do I make a claim for a damaged windscreen?
You should follow the claims procedure as set out in your insurer’s policy wording. A copy of your policy wording can be found in your online portal goskippy.opencustomerportal.co.uk
If I make a windscreen claim will my NCD be affected?
No a windscreen claim will not affect your no claims bonus, however you will need to disclose the claim to future insurers.
Do I need to disclose previous windscreen or glass claims?
It’s important you disclose any previous damage to windscreen or glass so that we can ensure your policy is based on the correct cover, failure to do so could affect any potential claims settlement amount.
What is a Green Card?
Green Cards are an international certificate of insurance issued by insurance providers in the UK, guaranteeing that the motorist has the necessary third-party motor insurance cover for driving in the country being travelled to.
Do I need a green card?
All UK motorists who are planning to drive in the European Economic Area (EEA) and some other countries (Andorra, Serbia and Switzerland) will need to request a green card.
How do I get a green card?
Two weeks prior to travelling you will need to contact us on 0344 840 6302 to request your Green Card. We will issue you your card electronically via email, which you will need to print on paper. On request, we can post you a hard copy.
How long will it take?
Please give us at least two weeks’ notice prior to your travel.
Do I have to pay for a green card?
No, there is no charge for issuing you a Green Card.
What if I travel without a green card?
If you drive in a European country without a Green Card, you will be breaking the law.This could result in you being charged with driving without insurance which could be subject to a fine, having your vehicle seized or prosecution.
Do I need to have a physical copy of a green card whilst driving abroad?
Yes. Under current international rules, Green Cards are physical paper documents printed on paper. You may be required to show the physical document at the border when entering the EU, but this will be a decision for the border authorities to take. You may also be subject to police checks while driving abroad and you will also need to be able to present the document at the scene if you are involved in an accident.
Do I need a green card if I’m towing a trailer or caravan in the EU?
Please be aware there is new government advice that UK motorists travelling with trailers and caravans should have two Green Cards issued – one for the towing vehicle and one for the trailer/caravan.
Why is it so important to put the correct address on your policy?
Tip: It’s important that the address listed on your policy is the one at which your vehicle is kept most of the time.
Why is it also important to disclose your occupation correctly?
What is a disclosable medical condition?
- epilepsy
- strokes
- other neurological and mental health conditions
- physical disabilities
- visual impairments
Tip: If you’re unsure, it’s best to get in touch
Licence Length – how accurate do I have to be?
Tip: If you have held your licence for 3 years 10 months, you’ll need to put this down as 3 years, even though it’s closer to 4. Only full years count.
How many motoring convictions do you accept?
Tip: The impact that a conviction has on your premium will depend on the type of conviction.
What to do if you’ve had a previous policy void or cancelled?
Why is it important to tell us about previous incidents, accidents, losses and claims?
This applies even if the claim was made by a named driver who is not on your new policy. It also works the other way, so if you had an accident when you were a named driver on someone else’s policy you would also need to disclose this on your new policy.
Tip: Insurers have access to online databases that have information on all UK claims and when a new insurance policy is taken every driver’s details are checked against this database so any incorrect claims information will be picked up.
I don’t intend to claim on my policy, do I still need to report a claim?
Tip: Failure to do so might result in the cancellation of your policy or problems if you do claim.
Are there any mileage restrictions on your policy?
When will I receive my policy documents?
Tip: Check your junk folders just in case your email has filtered them wrongly.
What does a garage endorsement mean?
My documents have a security endorsement, what does this mean?
Tip: These must be in full working order to be applicable.
Can I get instant insurance cover?
Yes, providing you can supply all the information we need to insure you, you can specify today’s date you require the cover to begin.
What is the difference between a compulsory and a voluntary excess and how do I know what my excess is?
So if you claim for damage to your car, and the insurer had set your compulsory excess as £200 and your voluntary excess is £100, you would have to pay an excess of £300. This could be paid directly to the garage is the car is being repaired or deducted from settlement if the car is a total loss.
Tip: You can choose a voluntary excess to £0, but generally choosing a higher voluntary excess is likely to make your premium cheaper.
How do I protect my no claims discount?
If I’ve been named on another policy, am I entitled to any no claims discount?
I have been driving a company car. Will you allow me any no claim discount?
I have had a few months of cover with my current insurer; can you add those months of cover to build up my no claims discount?
Can I combine no claims bonuses from different policies?
What is Insurance Premium Tax (IPT)?
Money has been taken from my account from Creation consumer finance, who is this?
I have received a direct debit agreement from Creation, what should I do next?
I have defaulted on my direct debit, how can I pay for this?
You can make any outstanding payments by logging on to your account at https://www.creation.co.uk/ and follow the online instructions. You can also call Creation directly on 02890 267617, GoSkippy will not be able to collect any missed Direct Debit payments. If your payment defaults Creation will write to you, to inform you. Please be aware that you will only be able to make this payment once your direct debit shows in default. This can take up to 2 working days from when the payment is attempted. If you default a fee of £25 will be applied, if this is not paid within 7 days with Creation, we will send correspondence to you which will provide you with a further 7 days to make payment directly with Creation. Failure to make this payment within the given timeframe could result in your finance agreement being cancelled and insurance cover being withdrawn.
How do I amend my direct debit details or change my direct debit date?
- Log on to your Creation account at https://www.creation.co.uk and follow the online instructions
- Call us on 0344 840 6309
- Contact Creation directly on 02890 267617
Am I entitled to a courtesy car in the event of a valid claim?
Emergency treatment cover and medical costs
What is an approved repairer?
Should I contact the police after an incident involving my car?
Then contact our Claims Team on 0344 840 9503 for car claims (0344 840 9504 for van and 0344 840 9505 for bikes). It will speed up the process if you have your policy details and incident details to hand.
Who will repair my car?
The Approved Repairer will provide you with a free courtesy car for the duration of repairs,
each repair is carried out in accordance with recognised industry standards, and guaranteed for 3 years.
You can use a repairer of your choice but this will mean we can’t guarantee the work and you will need an estimate for us to approve before work can commence. You also lose your right to a courtesy car.
What is a total loss or write off?
If you write off my vehicle as a total loss how much will I receive in settlement?
We consider your cars condition including bodywork, mileage, interior and service history. Once the engineer has completed their report we will carry out a series of industry database checks designed to safeguard our policyholders against fraud.
Once these are complete, payment will be sent to you, subject to the deductions i.e. outstanding finance, outstanding premiums, and excess as per the conditions of your policy.
If you have Third Party Fire and Theft cover this means we cover damage to any third party in the event of an accident with your vehicle, i.e. another driver, but are unable to deal with any damage caused to your vehicle including a total loss.
How long will it take to sort out my claim?
We are unable to give exact time scales as each claim is different but we try to resolve all claims as quickly as possible. We understand that making a claim can be a stressful time and can assure you GoSkippy is committed to providing excellent customer service, as is our appointed representative Somerset Bridge Limited who handle our claims. We take all claims seriously and once submitted your claim will be reviewed by one of their experienced claims handlers who will always look to keep you informed of how your claim is progressing.
What happens if an accident is the other drivers fault?
Our priority is to get your car repaired and back on the road, or a settlement to you if it is a total loss (write-off).
After this, we will try to recover our outlay from the person responsible for the accident. If we are successful, then making the claim will not affect your No Claims Bonus*
*No claims discount protection can be added if you have a minimum of 4 years no claims discount (NCD). This can be added before you buy the policy, and cannot then be added until the next renewal.
The accident was my fault, what happens?
If you have Comprehensive cover, we will arrange for an inspection of your vehicle, any repairs (or agreement if it’s a total loss), and handle the other driver’s claim.
If you have Third Party Fire and Theft cover this means we cover damage to any third party in the event of an accident with your vehicle, i.e. another driver, but are unable to deal with any damage caused to your vehicle in a road traffic collision.
In both cases, if you receive any correspondence from the other driver, or their insurers, it’s important you contact us as soon as possible so that we can respond on your behalf.
What if the other driver disputes the accident and says it’s my fault?
Independent witness statements and police reports can also be used as evidence and can assist us in receiving an admission of liability from the other driver’s insurer. Also, if you have any dash-cam footage of the incident, please forward a copy to us as a matter of urgency. Similarly, if you aware of any CCTV cameras at the accident location please make us aware of this A.S.A.P, as quite often there is a time limit on obtaining copies before is the footage is deleted, this can often be as little as 14 days.
It is important to note that the more evidence we have available the greater our chances of successfully holding the Third Party at fault.
Will a claim affect my No Claims Bonus?
If the incident is your fault, your no claims discount will be reduced*.
In the event of a theft claim your no claims discount will be reduced, as it is unlikely we will locate the persons who stole your vehicle and recover the costs*.
*No claims discount protection can be added if you have a minimum of 4 years no claims discount (NCD). This can be added before you buy the policy, and cannot then be added until the next renewal.
Why is it important to inform us about changes to your circumstances?
How do I make changes to my policy?
If you don’t have portal access our customer service team are here to help you.
How do I increase the level of cover?
How do I add on my speeding fine?
Tip: This will not necessarily have an impact on your premium but it is essential that it is logged.
What are policy and administration charges?
Am I covered to drive abroad?
Tip: This is subject to your usual place of residence being in the United Kingdom.
Will I be covered for business use whilst in Europe?
What are the territorial limits of the policy?
Tip: You can find a list of these countries in your policy documents.
How do I cancel my policy?
What are my cancellation rights?
“You have the right to cancel your relationship with us, without giving any reason, within 14 days of receiving the policy documents or the start date of the policy, whichever is later. If you exercise your right to cancel during this initial period of cover, you will be entitled to a refund of premium paid provided cover has not yet commenced, that you have not made a claim, or a claim having been made against You. If cover has commenced i.e. mid-term, your refund will be subject to a deduction for the time you have been covered and for any costs incurred in issuing the Policy. Any payments for additional add ons are non refundable.”
Cancellation fee’s:
Cancellation Charge prior to inception £25.00
Cancellation Charge up to 14 days £35.00
Cancellation Charge after 14 days £75.00
Why can’t I complete my quote online?
I am renting a house. Do I need insurance?
What is an Excess?
What is ‘New for Old’?
Do I get accidental damage automatically or do I need to add this on?
Does my home insurance include home emergency cover?
Please click here to see information on the additional products available to you.
Are my home contents covered while I’m away on holiday?
TIP: If you’re taking valuable items away with you check to see whether your home insurance policy will cover them and how long for.
Are mobile phones covered?
If I need to make a claim what do I do? Do I call you or my insurer direct?
What do I need to do if I need to cancel my GoSkippy home insurance policy?
Cancellations before a renewal invitation has been sent can only be made via email as we require written confirmation on cancellations@goskippy.com.
If you wish to cancel your home policy after you’ve been sent your renewal invitation:
You can call our dedicated renewals team on 0344 7765306 where an advisor will happily discuss your renewal with you and try to find you a price you’re happy with. If you still with to proceed to cancel your policy, we can do this for you over the phone. Alternatively, you can email us on cancellations@goskippy.com
Do I get a refund if I cancel my Go Skippy home insurance?
Cancellations following a claim
Cancellations within 14 days (the cooling off period)
Cancellations after 14 days
Will my policy automatically renew at renewal?
What is the MID?
The police use Automatic Number Plate Recognition (ANPR) technology with information from the Motor Insurance Database (MID) to identify and catch people driving uninsured vehicles. More than 500 are seized every day and one person every three minutes is convicted for uninsured driving.
The MID is also systematically compared with the DVLA’s registered keeper records to identify uninsured vehicles from the record.
Tip: Just like the DVLA, you can check your vehicle is appearing on the MID for FREE.