Experienced Driver Insurance FAQs

What is an Experienced Driver Policy?

This product has been developed to empower experienced drivers with a few years on the road and the confidence to self-manage their insurance cover in our dedicated 'Customer Hub'. We aim to keep the cost of cover down by providing online self-service car insurance for experienced drivers - without compromising on important benefits. You can find out more here.

What is Online Only Insurance?

By choosing our online policy you’ll be expected to manage updates, renewals and changes to your insurance policy within your online account. Our live chat team will always be there for anything that can’t be done online, such as supporting you with a claim or if you want to cancel your policy.

How do I get a quote for a new policy?

If you have a full driving licence and 5 years of driving experience, our Experienced Driver policy could be perfect for you. Please click here to get a quote online, 24/7.

Who is my policy with?

Your policy underwriter is Ageas Underwriting Ltd. Their details can be found in the top right corner of your insurance schedule. You can find these documents in your Customer Hub.

What does my policy cover me for?

Your Policy documents will explain exactly what your policy covers you for. These documents are all available securely in your Customer Hub.

Can I drive other cars?

No, our product does not cover you for driving other cars.

What is a modification? Do you cover them?

A car modification is a permanent change made to a vehicle so that it differs from the manufacturer's original factory specification. The changes can be made to improve performance, aesthetics, or be purely functional, e.g. turbo / supercharging an engine, having tinted windows, or fitting a tow bar.

Do I get a courtesy car with my policy?

Our comprehensive car insurance provides cover for a courtesy car while your car is being fixed following a claim, providing your car is being repaired at one of our approved garages, and has not been stolen or written off (whereby the cost of repair is more than 59% of the value of the car).

Please refer to your Policy Wording for your exact cover. You can view your Policy Wording 24/7 online via your Customer Hub.

Am I covered to drive my car abroad?

Our comprehensive car insurance covers you to drive abroad in specified territories within the EU for a maximum of 90 days.
Please refer to the Policy Wording for the exact cover. If you have an existing policy with us, you can view your policy documents online in the Customer Hub.

How do I check what optional extras I have on my policy?

Please refer to your policy documentation for the exact cover. If you have an existing policy with us, you can view your policy documents online in your Customer Hub.

How do I log into the Customer Hub?

You can login to the Customer Hub by clicking on the login button in the top right hand corner of this screen. You will see the Experienced Driver Insurance portal where you’ll be able to select Manage Policy.

1. Enter the email address that you registered your policy with.
2. Enter your Password

If you haven’t already registered for the Customer Hub, you can do so here.

I have forgotten my email address

This the email address you used when you registered for your account. Please note, it may be different to the correspondence email address we send your documents to.

I’ve forgotten my password

You can reset your password online in just a few moments. Follow the steps below and we'll send you a link to select a new password straight away.

1. Go to your Customer Hub and click "Log In"
2. Click 'Forgotten Password'.
3. Enter the email address you used to register your account and your postcode.
4. Click 'Next'.

You'll receive an email with a link to reset your password. Please note, this link will expire after one hour.

How do I register for the Customer Hub?

You can register for your Customer Hub quickly and easily via the 'Register account' button on your Customer Hub page. You’ll need your Policy Number to hand — this can be found on your confirmation letter or email.

To register for your Customer Hub:

1. Go to Customer Hub and click 'Register account'.
2. Input your email address, and choose a secure password. This email address will be your username, and we will use it to validate your online account.
3. In the Policy Details section, enter the postcode on your policy documents, the policyholder's date of birth, and the policy number. This can be found on the letter or email that you will have received from us when you bought the policy. Please enter this exactly as it appears on your document.
4. Click the 'Create Account' button.
5. If everything matches your policy details, you'll be taken to a verification page where you will need to input a code. This code will be sent to the email address you entered in step 2 (check your spam/junk folders as it may have gone into one of these).
6. Once you have input the confirmation code, select ‘Confirm code’ and a green banner should appear that shows ‘Account Registration Successful’
7. If you need any help while registering, there are handy tips down the side of the page to help you along.

I can't register for the Customer Hub, it's telling me that I'm already registered. What should I do?

When you receive an error message saying you are already registered, this may be as a result of you having previously tried to register but not activating your account with the verification code. If you can’t find the email containing the verification code in your inbox or junk folders, or you think you may have deleted the email in error, it’s not a problem. You will just need to log in using your email address and password, where you will be taken to the verification page again. From here, select ‘Resend Code’ and you will receive another code to activate your account.
If you are unable to remember your password, you can select the ‘Forgotten your password?’ link from the log in page.

How do I view policy details and documents?

The Customer Hub enables you to view details about your policy, such as policy excesses, as well as view or print copies of your policy documents, such as certificates.

• Visit the 'Customer Hub', then select 'Manage Policy' on the policy relating to the documents you require.
• You will see your policy documents displayed, and you can click the view or download icons next to any of your documents to view/download a PDF of the document.
• If your policy has any future changes, such as a renewal or an amendment, you can view the details of the future change by clicking the 'View Future Policy/Documents' button. You can view the details of the policy that is currently under cover using the 'View Policy/Documents' button.

What policy documents can I view online?

You can view all your policy documents online in the 'Customer Hub'. You’ll find your:

• • Car insurance certificate
• • Car policy booklet (including booklets for any additional cover you may have purchased, such as breakdown or legal protection)
• • Policy schedule and information provided by you
• • Credit agreement (if you pay by direct debit)

Can I change how I receive my documents?

Sure, if you receive your documents by post and would prefer to receive them via email, just log into your online account and you will see a pop up message to ask if you would like to go paperless. Select ‘Switch to email’ and you will receive all your future documents via email.

If you would prefer to switch from email to postal documents, you can log into your online account and scroll to the bottom of your documents. On the right hand side underneath the final document will be a ‘Document preferences’ link, selecting this will inform you of the benefits of receiving email documents. If you still wish to switch, select the tick box and ‘Confirm’. From this point you will receive all your documents in the post.

I think my policy is due for renewal, when will I receive my documents?

You should receive your renewal documents around 21 days before your renewal date. Once they are available online, you will be able to view and download them 24/7 by logging into the Customer Hub and selecting “Renew Policy”. From here you can view your renewal documents and renew your policy online.

How do I renew my policy?

If you have opted in to auto-renewal, we’ll send you a renewal reminder but providing none of your details have changed, we’ll renew your policy automatically and you don’t need to do a thing. If you pay for your policy annually, you will need to ensure your card details are up to date on your account, otherwise your policy won’t renew automatically and you could be left without cover.

You can check the details of your renewal and access your renewal documents online 24/7 in the Customer Hub by logging in and selecting "Renew Policy" on your policy. You may want to take some time to check your documents and ensure everything is up to date before your policy renews.

If you have chosen to opt-out of auto-renewal, once you have received your renewal reminder, you can renew your policy quickly and easily online by logging into the Customer Hub.

• • Click 'Renew policy' on the relevant policy
• • Take some time to read your documents, and check that nothing has changed

If you pay monthly;

• • Tick the box in the 'What happens next?' section and click 'Confirm' to complete your renewal

If you pay annually;

• • Tick the box in the 'What happens next?' section and click "Renew Policy Now" to proceed
• • Select the card you wish to pay with, or click 'Enter New Card Details' to add a new card
• • You should now see a 'Thank You' confirmation message

To ensure you’re not left without cover, you will need to renew your policy before it expires. If you don’t wish to choose Marmalade for your renewal, you will need to arrange alternative cover. If you have any questions about your renewal, or your details have changed and you need to make a change before renewing, please start a Live Chat.

We're available on Live Chat at the following times:

Monday to Friday: 8.30am to 8.30pm
Saturday: 9am to 5pm

Why is my renewal price different to last year?

Insurance prices can fluctuate for a variety of reasons dependent on several factors such as;

• • Pricing reviews - these take into account changes in customer behaviour or the types of claims we're paying
• • Personal circumstances such as the value of your vehicle, your location or address, occupation or your claims history
• • General market conditions such as the increasing cost of repairs, or the cost of replacing lost or damaged items.

Marmalade is a competitive broker and we regularly search the market for the lowest possible quotes we can give to our customers, meaning we will always offer you the best price we can.

How do I make changes to my renewal?

If your policy is due for renewal and you need to make a change, please contact us via Live Chat and a member of our friendly team will be on hand to help.

I’ve received my renewal reminder but I don’t want to renew. What do I do?

If you are opted in to auto-renewal and you don’t want to renew your policy, please get in touch with us via Live Chat.

Our team is available on Live Chat at the following times:

Monday to Friday: 8.30am to 8.30pm
Saturday: 9am to 5pm

If you haven’t opted in to auto-renew, you don’t need to do anything and your policy will automatically expire when the policy term ends.

How do I cancel an auto-renewal for my policy?

If you don't want to automatically renew your policy, you can opt-out in the Customer Hub any time up to 7 days before your renewal date.

1. Log into the 'Customer Hub'.
2. Select ‘Manage Policy’ on your policy
3. Scroll to ‘Renewal Status’ and select 'Opt-out of auto-renewal'.
4. You will be taken to a new page that will confirm you have successfully opted out.

From this point onwards, your policy will no longer renew automatically, and you will receive an email that will confirm your policy has expired. You will need to ensure you have relevant cover in place by this date.

If your renewal date is due within the next seven days, you'll need to get in touch with us by starting a Live Chat, and a member of our team will help to cancel your renewal.

We're available on Live Chat at the following times:

Monday to Friday: 8.30am to 8.30pm
Saturday: 9am to 5pm

I need to renew my policy but I want to change how I pay, how can I do this?

If you would like to renew your policy but you would prefer to change your payment method, you can get in touch with our Live Chat team.

We're available on Live Chat at the following times:

Monday to Friday: 8.30am to 8.30pm
Saturday: 9am to 5pm

How do I make a claim?

We hope you don’t need to make a claim, but if you do, we’re here for you. We’ve got a dedicated Claims line depending on the type of cover you have with us. Please call the team on: 0333 035 9747

What do I need to make a claim?

When you call, please try to have the following information to hand:

• Your policy documents. You’ll be able to find all of your insurance details in the 'Customer Hub'
• Crime reference number (if applicable)
• Registration of any other vehicles involved in the accident
• Name / address / phone no. of other party
• Details of any witnesses

Our friendly team will quickly establish whether your car is covered and who is responsible for the accident.

For accidents that are your fault, we'll take some details and then put you directly in touch with your insurer, they'll look after you from there.

Accidents that are not your fault will be handled by our team and we can arrange repairs, car hire (with a similar vehicle) and injury claims where necessary.

How long will it take to settle a claim?

We will do our best to get your claim settled as quickly as possible. Our team should be able to give you some approximate timescales once they’ve taken all your details.

Can I use my own garage to repair my car?

Yes, but you’ll need to get an estimate and get it approved which could take some time. You can use one of our network of repairers, there’s likely to be at least one in your local area. As the repairers in our network have signed up to a range of service levels and provide guarantees on all work completed, you won't need to get your estimate approved.

What is policy excess?

There are two types of excess on an insurance policy; The first is a compulsory excess which is set by your insurer and is non-negotiable. The total compulsory excess can vary dependent on a number of factors, such as the policy type, your vehicle or your age.

The second type of excess is voluntary excess which you can choose when you are purchasing your policy, and the voluntary excess you choose may influence your total premium price.

Your total excess will be the compulsory excess and your voluntary excess combined, which is the amount you would need to pay in the event of a claim. For example, if your policy has a compulsory excess of £200 and a voluntary excess of £200, you would need to pay £400 towards the costs of the claim.

Before purchasing your policy, you should always consider whether you can afford the total excess should you need to make a claim.

Do I have to pay the excess?

You will have to pay the excess when your vehicle is repaired, whether the accident is your fault or not. But you might be able to claim your excess back depending on the circumstances of your claim.

What is a No-Fault claim?

A No-Fault claim is one made when an accident is not your fault. This means we will be able to recover any costs of the claim from the party who was liable for the accident.

What is a No Claims Bonus?

No Claims Bonus (NCB), or No Claims Discount (NCD) is a reduction you can receive on your insurance premiums, in recognition for being claims-free on your insurance policy. For every consecutive year you don’t claim, your discount could increase, up to a maximum of 9 years. The value of the discount can vary between insurers, dependent on the number of years you remain claim-free.

What do you accept as proof of No Claims Bonus?

We accept the following as proof of No Claims Bonus (NCB). These need to be dated within the last two years:

• A No Claims Bonus letter or email from your previous insurer
• A renewal notice (as long as it contains a policy number)
• A cancellation letter from your last policy

The proof of No Claims needs to show the following information:

• The number of No Claims Bonus years you have built up
• Your name
• Your last insurer
• The date of issue
• You can upload these documents online 24/7 using the Customer Hub.

Where do I send my No Claims Bonus confirmation to?

Upload your proof of No Claims Bonus online 24/7: You can upload most common image files (JPEG, JPG, JPE, GIF and PNG) and PDF documents in your Customer Hub, as long as these do not exceed 5MB in size.

To upload your document(s):

1. Login to your Customer Hub
2. Find the policy that your document relates to and click 'Manage Policy'
3. Under 'Your Details' click the 'Upload Documents' button
4. Click 'Add Files...'
5. Select the document you want to upload from your computer or device
6. You'll now see a preview and information about the document
7. Use the drop-down under 'Description' to select the best match for your document
8. You can also add further information if required in the Comments box
9. If you need to add more documents, click 'Add More Files...' to repeat the process.
10. Click 'Start Upload'
11. You will see a confirmation message once the upload process has finished

If you make a mistake or upload the wrong file, click 'Remove' on the right-hand side of each document or 'Remove All' above to remove all the documents you have selected.

How do I request proof of my No Claims Bonus?

Let us know if you need proof of your No Claims Bonus (NCB) via Live Chat and we'll be happy to help.

How do I make changes to my policy?

You can make a variety of changes to your policy including the policyholders details, address, car, level of cover and usage. If you need to make changes to your policy, visit the 'Customer Hub', then click the 'Manage Policy' button for the policy in question. You can then choose the type of change you want to make.

For example, if you want to change the additional drivers on your car policy, you would click 'Make a Change', choose the date you wish the change to be effective from, and in the drop down box, select 'Change additional drivers'.

If your policy has any future amendments, you have to click the 'View Future Policy/Documents' button next to the latest future change in order to view the policy.

If you need any help along the way there are handy tips down the side of the page.

Changes cannot always be made to policies for a variety of reasons, and in these circumstances you will be advised to contact us via Live Chat to discuss changing your policy.

Do you charge a fee if I want to change my policy?

By choosing our online policy you’ll be expected to manage updates, renewals and changes to your insurance policy within your online account. By doing this we can apply a reduced £15 service charge for any changes made online.

Who are Prem Fina and why are they taking my Direct Debit Payments?

PremFina manage your Direct Debit on our behalf. After paying your deposit, you pay for the remaining cover for the year using a credit agreement with PremFina.

This allows you to spread the cost of your insurance policy. PremFina help make insurance more accessible for businesses and customers in the UK by offering and managing finance through the Direct Debit scheme for lots of businesses, including Marmalade. You can find more information about your credit agreement in your PremFina welcome pack.

What do PremFina do when they set up my Direct Debit?

If you have selected to pay for your Marmalade insurance policy by Direct Debit, whether you are buying a new policy or renewing an existing one, PremFina will first complete an affordability check by searching credit reference agencies. This check will appear on your credit file. PremFina will then email or post you a welcome pack which will include a new credit agreement to sign and a schedule of your payments.

When are my Direct Debit payments taken?

If you're buying a new insurance policy through Marmalade, and you wish to pay for your policy by Direct Debit, your payments will be made via PremFina which is the premium finance company we use for customers who wish to pay for their insurance policy monthly.

The first payment will then be taken on or around one month after your policy start date. The remaining 10 payments will then be taken on or around the same date each month as the first payment. A full payment schedule detailing the exact dates will be included in your Welcome Pack from PremFina which will be emailed to you or sent in the post.

What happens if I miss a Direct Debit payment?

If you miss a payment, or if your Direct Debit is unsuccessful, PremFina will notify you in writing by post or email. If the missed payment is due to insufficient funds, PremFina will re-attempt to collect the payment from your bank, usually within five working days, along with their standard default fee, which will be detailed in your credit agreement. Details of this second collection request will be contained in their notification to you. If this payment is successful you won't need to take any further action.

Should the second collection attempt be unsuccessful, you will be required to make a card payment within a time frame that PremFina will provide.

If the payment is missed for any reason other than insufficient funds, PremFina will notify you by post, and email. You'll need to make a card payment for the missed collection and the default fee within the time frame provided by PremFina.

You can make this payment 24/7 on their online payment portal at payment.premFina.com

What happens if I miss the next payment?

If the next payment is not received by the specified due date you will incur a default fee of £27.50, and it will affect your PremFina finance agreement and your insurance policy with us. Remember, if you are having any difficulty in covering your regular Direct Debit payments then please contact PremFina via payment.premFina.com on their website, so they can try to help.

How do I pay an outstanding balance on my policy?

In order to pay an outstanding balance on your account, you will need to do this via the PremFina online portal:
payment.premFina.com

Why can’t I see my Insurance documents on the PremFina portal?

The PremFina portal only includes details of your Direct Debit payments for your insurance policy.

To view your insurance documents for your policy, you can use your Customer Hub.

Where can I find my Credit Agreement?

If you purchased your insurance with Marmalade, you will have entered into a credit agreement with PremFina. PremFina are a pioneering provider of premium finance. PremFina will send out your credit agreement along with instructions on what to do next.

How do I sign my credit agreement?

You can do this by signing your Credit Agreement online at the PremFina portal or you can return a signed copy to them in the post.

How do I return my signed Credit Agreement?

Once you have reviewed your documents, you can sign your credit agreement online. You will receive instructions on how to do this via your Welcome letter from PremFina.

Alternatively, you can print, sign and return your document to PremFina at;

PremFina Ltd
Lansdowne House, 1st Floor,
57 Berkeley Square, Mayfair,
London,
W1J 6ER

We don’t want to see you leave, but if you have to go we’ve made it really easy for you to cancel your policy with us.

Can I cancel my insurance before the policy starts?

Yes, you can cancel your insurance before the policy starts and receive a full refund.

Can I cancel my insurance after the policy has started?

Yes, you can cancel your insurance after the policy has started. Depending on how you pay for your policy we work out your cancellation on a pro-rata basis and we will let you know if you are due a refund, should you choose to cancel.

If you have made a claim or have an ongoing claim then you will not be issued a refund.

Will there be any charges for cancelling my policy once it has begun?

Yes, there will be a cancellation fee charged once your policy has begun, dependent on when you cancel the policy. If you cancel within 14 days of purchasing your policy, or receiving your policy documents (whichever is later), the cancellation fee is £25. If you cancel after 14 days, the cancellation fee will be £50.

If I want to make a change, do I need to cancel my policy?

Not at all, you can make several changes to your car policy online instead of cancelling. If you need to make changes to your policy, visit the 'Customer Hub', then click the 'Manage Policy' button for the policy in question. You can then choose the type of change you want to make, and there are handy tips on each page to help you through.

How do I cancel my insurance policy?

If you need to cancel your insurance policy, we recommend speaking to our Live Chat team for immediate assistance. They will guide you through the cancellation process and answer any further questions you may have.

How do I contact you?

By choosing our online policy you’ll be expected to manage updates, renewals and changes to your insurance policy within your online account. Our Live Chat team will always be there for anything that can’t be done online, such as supporting you with a claim or helping you cancel your policy.

I have been asked to contact you.

Our live chat team will always be there for anything that can’t be done in your online account, such as supporting you with a claim or if you want to cancel your policy.

We're available on live chat at the following times:

Monday to Friday 8:30am – 8:30pm
Saturday: 9am to 5pm