Black Box Insurance FAQs

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.

marmalade black box insurance app

Got a question? Take a look and see if we’ve answered it here

Will my insurance cover me to drive in Europe?arrow
Provided you request a Green Card from us before you travel to Europe, your policy gives you 90 days comprehensive cover when driving abroad in EU countries*. After 90 days you will only have the minimum level of insurance cover required to drive in those countries. You can request a Green Card by calling us on 0333 358 3441 at least 7 working days before you travel. It is essential that you carry a paper copy of this whilst driving in Europe.

Customers based in Northern Ireland can request a green card for the length of their policy for cover in the Republic of Ireland.

The Green Card certifies that you have the minimum compulsory Motor Third Party Liability Insurance cover required by the Laws on the countries visited. Depending on the country you visit, you may need extra documentation and equipment such as a GB sticker, V5 document, emission stickers and more. Please check the website for what the country you are visiting requires before you travel.
How do I request a Green Card to drive in the EU?arrow
- Prior to your trip, please give us a call on 0333 358 3441 to obtain the Green Card.

- We will then send your Green Card within 7 working days. This should be carried with you on your travels within the EU, to prove you are insured to drive there.

- Alternatively, we can email this for you to print at home - please note a paper copy must be with you when you travel.

- Once you have obtained your green card this will be valid for the length of your trip.

Please note, Northern Ireland customers can request a green card for the length of their policy for cover in the Republic of Ireland.
I can’t drive as I need to self-isolate – can I pause my cover?arrow
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.
What is a No Claim Bonus?arrow
It's when you get a reduction in your premium as a reward for having a claim-free record.
Because the policy provides comprehensive cover, am I insured to drive other vehicles?arrow
No. Because we use the telematics device to monitor your driving, we'll only cover you for the car it's fitted in.
I would like to insure the car in my parent's name with me as a named driver, can I do this?arrow
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.
Does the policy cover business travel?arrow
We can provide cover for business use. If you require this cover you can select this option when you get a quote.
Can I get insurance on a car that's owned by someone else?arrow
Yes, provided the owner of the car is your parent, your spouse/civil partner or a vehicle leasing company.
Is there a time curfew?arrow
No. Unlike some telematics offerings which offer black box insurance, you are covered to drive any time you like, day or night.
I already have a telematics device in my car from my previous insurer. Can I use this one instead?arrow
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.
What is telematics?arrow
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.
How do you know who is driving the car?arrow
After a while, 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, you can re-assign the trip in the app.
Am I able to pay my insurance in monthly instalments?arrow
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.
Am I insured before the box is installed?arrow
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 Insurance App.
Will I need to send my proof of No Claim Bonus?arrow
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 mileage allowance on this policy?arrow
No, the policy is based on the annual mileage declared by the policyholder.
Is there a 14 day cooling off period with this policy?arrow
Yes, you can. However, there will a fee payable towards the telematics device and admin costs. You can read full details on our cancellation fees on our policy details page.
Can I have more than one named driver?arrow
Yes you can. You're allowed a maximum of two named drivers on your policy.
Will I be building up a No Claim Bonus with this policy?arrow
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).
How do I receive my policy documents?arrow
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 look like and where in the car is it fitted?arrow
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.
What does the telematics device measure?arrow
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.
How do I change my insured car?arrow
If you would like to change the car on your policy, or change your details, please call us on 0333 358 3441 and we’ll be happy to arrange this. There may be fees payable to make a change, please read our policy details page for more information. It’s important to let us know of any changes to ensure your insurance remains valid.
What will happen if my box stops working?arrow
Let us know at your first opportunity on 0333 358 3441 and we will investigate the issue further for you.
How do I cancel my policy?arrow
If you would like to cancel your policy please give the team a call on 0333 358 3441. You can find details of our cancellation charges on our policy details page. If there has been a loss claim there will be no refund and the full annual premium is payable.
What happens if I disagree with the data from the telematics device?arrow
You have the right to appeal the results within 24 hours of receiving them. Call us on 0333 358 3441.
Do you provide legal cover?arrow
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.
How much does the black box cost?arrow
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.
If I had an accident and my telematics device was damaged, would I have to pay for another one?arrow
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?arrow
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.
How do I get the telematics device installed?arrow
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?arrow
You can view your journeys in the Marmalade Insurance App as soon as your telematics tag is fitted and you’ve connected it to the app.
Will I be penalised if I drive badly?arrow
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.
I’ve had a previous Marmalade policy on a car I borrowed, how do I claim my 5% discount on Black Box Insurance? have arrow
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.
Can I add breakdown cover to my Black Box Insurance?arrow
Yes, you can add breakdown cover from Call Assist from just £25. We’ll show the cover options available to you alongside the quote for your black box insurance. You can choose from Local, National or European cover – 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).
Does my insurance come with a courtesy car?arrow
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.
Why can’t I see my journeys? arrow
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 Insurance 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.
How do I know the tag is working?arrow
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 connect my phone to my car to play music? arrow
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.
Can I use a sat nav app on my phone while driving?arrow
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.
What do I do if I am a passenger in the vehicle? arrow
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 trip is wrongly assigned to you, you can re-assign the trip in the app.
Can a passenger use my phone during the journey? arrow
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 on your journey or it may flag distracted driving.
Can I get cover in Northern Ireland?arrow
Yes indeed, you’ll be pleased to know we are able to provide young driver insurance in the majority of NI postcodes.
How do I obtain proof of my No Claims Discount?arrow
If your policy has not yet expired, you can download your Renewal Schedule by logging into your account. This confirms the number of years No Claims Discount you have earned. If your policy has expired, you will find a copy of this document attached to an email we sent you confirming cover had ended. If you are unable to locate the document, please email [email protected] and will send you a copy.
Am I insured to take my driving test?arrow
Yes, you are insured to take the driving test in your car with our black box insurance, and cover will continue seamlessly after you pass. Before you commit to taking it in your own car, please check the DVSA requirements to ensure you’ll be eligible on the day. This includes making sure the car is taxed and MOT’d, has L-plates fitted and an extra interior mirror, and of course, ensuring you bring a copy of your insurance documents with you. Read more about the requirements in our advice on taking the driving test in your own car. Once you’ve passed, don’t forget to contact us and let us know, and to email us a copy of the front and back of your full licence when you receive it.
Who underwrites my Marmalade Black Box Insurance policy?arrow
We work with a panel of underwriters to help us offer you the best price we can. You’ll be advised of the underwriter for your policy on your quotation or your renewal invite. You can also find out more about the insurer who underwriters your policy by logging into your account and viewing the “Additional Insurer Information document”.

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