Here are some of the queries we're most commonly asked. If there is something you would like to know, then take a look through and see if we've answered it here.
Will my cover be affected by COVID-19?
Your insurance cover and your ability to make a claim during this time will not be affected. As you may be aware, many companies have their teams working remotely and may be managing with higher staff sickness than normal, so at these times it may take a little longer to get through on the phone.
Read our COVID-19 update here
What is a No Claim Bonus?
It's when you get a reduction in your premium as a reward for having a claim-free record.
I would like to insure the car in my parent's name with me as a named driver, can I do this?
Afraid not. The policy needs the main driver to be aged between 17 and 30. So if you're added to the policy as a named driver but you're actually driving the car the majority of the time then this is what's called 'insurance fronting' which is a form of fraud.
Can I get insurance on a car that's owned by someone else?
Yes, provided the owner of the car is your parent, your spouse/civil partner or a vehicle leasing company.
I already have a telematics device in my car from my previous insurer. Can I use this one instead?
No, for this policy you need to use the telematics tag we provide and fix it to your windscreen behind the rear-view mirror in your vehicle.
How do you know who is driving the car?
The tag and app will begin to recognise different driving styles and will assign trips to the policyholder or named drivers accordingly. However, if a trip is wrongly assigned, please contact us on 0333 358 3441 to re-assign the trip.
Am I insured before the box is installed?
Yes, you can start driving as soon as your policy starts however you need to fit the telematics tag as soon as it arrives and pair it with the Marmalade Young Driver app.
Is there a mileage allowance on this policy?
No, the policy is based on the annual mileage declared by the policyholder.
Do I need to have a parent or guardian named on my policy?
If you are aged 17 ‐ 21, you will need to add a parent or guardian as a named driver. If you're aged 22 or over, this is optional.
Am I insured to drive outside of the UK?
Yes indeed. You're covered to drive in Europe but with a minimum level of cover. Take a look at section 6 of the Policy Terms & Conditions.
How do I receive my policy documents?
We'll email you a link to log in to access your documents online with the login details you receive.
What does the telematics device measure?
It will measure and then transmit details about how you are driving the car during each of your journeys. It will measure things like speed and acceleration force, braking force and frequency, swerving, sudden manoeuvres, cornering, mobile phone use, distance travelled, the types of routes driven, the time and date of journeys and your car's location. All of this information will then be used to give you your driver's score. Take a look at our Monitoring your driving page to find out more.
What will happen if my box stops working?
Let us know at your first opportunity on 0333 358 3441 and we will investigate the issue further for you.
What happens if I disagree with the data from the telematics device?
You have the right to appeal the results within 24 hours of receiving them. Call us on 0333 358 3441.
How much does the black box cost?
It is included in the price of your policy. The telematics tag is self-install. It’s very simple to fit – it simply secures to the windscreen behind the rear-view mirror. All the details you need about this can be found in our Terms of Business document.
What do I do if my car gets stolen?
Inform the police (obtaining a crime reference number) and your insurer at your first opportunity advising them whether your car is fitted with a GPS Device (i.e. black box) that may be able to locate the vehicle’s whereabouts. Please see our make a claim section for more information.
How do I get the telematics device installed?
The telematics tag will be posted to you once you have taken the policy out. When you receive your telematics tag it will be complete with instructions on how to secure it to the windscreen of your car, as well as details on how to pair it with the app.
When can I view my journeys?
You can view your journeys in the Young Driver app as soon as your telematics tag is fitted and you’ve connected it to the app. If you drive unsafely you could end up with additional charges of £125 or even £250. Take a look at our Driver Caution and Additional Premium process for all the details.
I’ve had a previous Marmalade policy on a car I borrowed, how do I claim my 5% discount on Black Box Insurance? have
If you’re using the same email address and your details have not changed since your previous policy, your discount should appear on your Black Box Insurance quotation. If you are expecting to see a discount and it does not appear, please give our team a call on 0333 358 3441 and we’ll look into it for you. If you are eligible, we can arrange the policy for you over the phone with the discount applied.
Does my insurance come with a courtesy car?
If you have an accident and your car is being repaired using one of our approved repairers, you will be entitled to a replacement car whilst the repairs are undertaken. However, a courtesy car is not provided if your car is stolen or a total loss. Hire Car cover can be added to your policy should you wish to have a replacement car up to 14 days in the event of an accident resulting in your car being undriveable, or if your car is stolen. It’s worth noting that this cover is only available to full licence holders aged 21 or over, or those over 18 who have held a full licence for a minimum of 6 months.
How do I know the tag is working?
Once it’s activated the tag will just sit quietly on your windscreen with no lights. Provided your trips are recording it is all in working order. From time to time the light may flash when it is transmitting data to your smartphone or is receiving a firmware upgrade. However, if you notice a red light, there may be an issue so we’d ask you to get in touch with us.
Can I use a sat nav app on my phone while driving?
Provided that you set the navigation to commence before you turn the ignition on and start your journey, then yes you can. However, once you are driving you should not touch your phone until you are have stopped and turned the engine off, or it will flag as distracted driving.
Can a passenger use my phone during the journey?
Our technology is pretty good, however, it can’t distinguish between the driver or the passenger holding the phone. This means that your phone should not be used by anyone in the car or your journey or it may flag distracted driving.
I can’t drive as I need to self-isolate – can I pause my cover?
If you’re self-isolating, it is reassuring to know that whilst you may not be driving, your car is still insured against fire, theft and damage by a third party when it’s parked. Please note that insurance cover is a legal requirement, unless your car is registered SORN (Standard Off Road Notification) and isn’t parked on public roads. If you no longer require insurance, you can cancel your policy by contacting the team on Livechat or 0333 358 3441.
Because the policy provides comprehensive cover, am I insured to drive other vehicles?
No. Because we use the telematics device to monitor your driving, we'll only cover you for the car it's fitted in.
Does the policy cover business travel?
We can provide cover for business use. If you require this cover you can select this option when you get a quote.
Is there a time curfew?
No. Unlike some telematics offerings which offer black box insurance, you are covered to drive any time you like, day or night.
What is telematics?
Also known as black box insurance, telematics utilises a discreet black box (in this case a small tag) which lets us know how you're driving by sending information to us via a GPS signal. The box measures distance, location, acceleration, braking, cornering, average speed, and phone usage and helps us to tailor your renewal premium to your driving style. Read more about telematics here.
Am I able to pay my insurance in monthly instalments?
Yes. You can pay your premium over 10 months with Premium Credit. You will need to pay 20% of your premium up front. Premium Credit will add 10% to the remaining balance to be paid by direct debit over the next nine months.
Will I need to send my proof of No Claim Bonus?
Yes, if you have earned a no claims bonus from a previous policy it may be applied to this cover, as long as: It is available and it is not being used on another vehicle It was earned on a private car policy in the UK The policy it was applied to was in force no less than 2 years prior to your New Driver policy start date You will need to send us proof of your no claims bonus within 28 days to [email protected]. If we don’t receive it then you will either be asked to pay a higher premium or your policy will be cancelled.
Is there a 14 day cooling off period with this policy?
Yes, you can cancel your policy within the first 14 days. We'll refund the part of the premium that hasn't been used with a minimum charge of £25 + £60 to cover the cost of the telematics tag (except where an incident has occurred that may give rise to a total loss claim, in which case the full annual premium will be payable). If your black box has been fitted we'll have to charge you to remove it. Take a look at our Terms of Business document for all the details.
Can I have more than one named driver?
Yes you can. You're allowed a maximum of two named drivers, one of which will need to be a parent or legal guardian if you're aged 17 ‐ 21. All named drivers must be aged 25 or over.
Will I be building up a No Claim Bonus with this policy?
You certainly will. You can start building this up as soon as your policy starts. After 12 months of cover you will then have gained one year's No Claims Bonus (providing you don't have any accidents or claims). Of course if you have earned a No Claim Bonus already and it is not being used on another vehicle it can be used on this policy (please read question 12 for more details).
What does the telematics device look like and where in the car is it fitted?
It's a small square tag that is smaller than the size of your palm. The tag comes with self-adhesive strips that are used to secure the tag to the inside of your windscreen directly behind the rear-view mirror.
How do I change my insured car?
You need to let us know of any changes to your circumstances to make sure your policy remains valid. You will need to move the telematics tag to the windscreen in the new vehicle also directly behind the rear-view mirror.
What happens if I cancel my policy after the cooling off period?
If you need to cancel your policy please call us on 0333 358 3441. As long as you haven't made a claim, we'll issue you a refund, minus the time you have been covered and with an administration fee. The charges are shown in the Terms of Business.
Do you provide legal cover?
Motor Legal Expenses cover can be added to the policy fee for a small premium of just £10 a year. This will provide up to £100,000 worth of legal representation to help recover uninsured losses where you or a named driver are not at fault. Such losses could include excess payments you have made, loss of earning as a result of the accident, medical care and compensation for injuries you suffer.
If I had an accident and my telematics device was damaged, would I have to pay for another one?
If your vehicle is damaged beyond repair as a result of an insured incident, as part of your claim, your insurance policy will provide for the cost of replacing the telematics device. Otherwise please contact us on 0333 358 3441.
What happens to the telematics device if I sell my car?
As the telematics tag is self-adhesive, you can simply remove the device from the windscreen. Of course, if you have transferred your policy to another car, you will need to fit the tag to your new car.
When can I start protecting my No Claim Bonus?
Providing you have earned at least four year's No Claim Bonus you can pay an additional premium to protect it. Please see section 8 of your policy document.
Will I be penalised if I drive badly?
If you drive unsafely you could end up with additional charges of £125 or even £250. Take a look at our Red Journey Process for all the details.
Can I add breakdown cover to my Black Box Insurance?
Yes, you can add breakdown cover from RAC. We’ll show the cover options available to you alongside the quote for your black box insurance. You can select either Roadside, Recovery and At Home or Roadside, Recovery, At Home & Onward Travel - giving you peace of mind throughout the year for if you break down. Before you buy, don’t forget to check that you don’t already have this cover elsewhere (e.g. in a packaged bank account or as part of a new car warranty).
Why can’t I see my journeys?
Please check that Bluetooth and location services are enabled and that there is no metal or significant barrier between the smartphone and tag (e.g. the glove compartment). If you are having issues, we advise you to find the Marmalade app in your phone settings and turn off the permissions for a few seconds (e.g. location service) and then turn them back on. This should resolve the issue for future journeys.
Can I connect my phone to my car to play music?
Yes, you can. You will need to connect the phone to the car’s on-board computer and change the songs/volume via the car and not on the phone. The phone cannot be touched or in motion whilst driving.
What do I do if I am a passenger in the vehicle?
If you’re a passenger in the insured car, and not driving, you can turn the Bluetooth off for the journey. If you need to keep your Bluetooth on, it’s best to let the person driving get in their car so that their phone pairs with the tag first, before you get in. If the journey doesn’t assign to the right person, give us a call on 0333 358 3441 to assign the journey to another driver.
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