Frequently Asked Questions
We try to make our website informative and easy to understand, but we appreciate you may want more information to help you decide if our policy is right for you. If you do we’d love to hear from you and you can contact us through our live help facility or by calling 0800 440 2417.
In case you’re browsing outside office hours we have compiled a list of the questions we get asked most often and provide our answers. Please have a look to see whether these will help. If not, you can always email your question to [email protected] and we will get back to you as soon as the office is open.
Cover Related Questions
› What vehicles do you cover?
We cover private cars. They need to be less than 10 years old when the policy is purchased and they must have a valid motor insurance policy and have a valid MOT (if applicable).
› Are there any vehicles that you cannot cover?
We cannot cover motorcycles, commercial vehicles, motor caravans, caravans, trailers, taxis or any vehicles used for carrying goods for reward including haulage and parcel delivery.
We cannot cover vehicles that are over 10 years old at the time of purchasing the policy, or any vehicles that are not listed in the Glass’s Guide.
› My vehicle has been modified for use as a driving instructor, is my vehicle covered?
Yes it is. The policy will cover a vehicle modified for mobility or for driving school tuition.
› The car is registered in my partners name but I pay the insurance. Whose name does the policy need to be in?
The policy needs to be in the name of the registered keeper of the vehicle.
› I lease the vehicle; can I still get cover?
Yes, you are eligible for cover if you are the 'owner or registered keeper or person/company named as the hirer/lessee in a contract hire/leasing agreement of the vehicle'.
› Can I claim on the policy even if I proceed through the third party’s insurers?
Yes, this is fine as long as your comprehensive motor insurance does not have 'new for old' cover. Please check your motor insurance policy wording.
› Can the policy start as soon as I buy it?
Yes, the cover can commence on the same day the policy is purchased. However, we do not provide cover for incidents that have already happened.
› Is there a policy excess?
No, the policy does not have an excess.
› Do you pay off the finance outstanding on my vehicle if it is written off by my insurers?
Our policy is not connected to finance. Our Total Loss Top Up policy is a 12 month policy that pays 25% of the market value of your vehicle at the time it is written off. In most cases it will cover the depreciation of your vehicle in the previous year, or more. That can often clear the finance and leave you with some extra. However, it may not. Any settlement is payable to you as the policyholder.
Please refer to our “How it Works” page for more information.
› How many times can I claim on the policy?
There is only one claim permitted per policy period.
› Is there a limit on how much I can claim?
The maximum paid out under this policy is £10,000 (including reimbursement of your policy excess (Maximum of £250).
Claim Related Questions
› How long does it take for my claim to be settled?
We aim to get your settlement cheque to you as soon as possible. In most cases it would be approximately 10 days from the date your total loss claim is settled by your insurers.
› How do I make a claim?
In the event that your vehicle is likely to be declared a total loss please call the claims line on 0845 619 8857 (Monday-Friday 9am-5pm). The garage will need to provide a copy of their estimate in order to obtain authorisation.
Alternatively, please email to [email protected] or write to Jackson Lee Underwriting, The Estate Office, Shadrack, Berry Pomeroy, Totnes, Devon, TQ9 6LR
› Do I have a time deadline to notify a claim?
You need to contact us within 60 days of your total loss occurring. You will be then sent a claim form to complete and return to the claims team.
› Why haven’t I heard of QDOS before?
We are relatively new to the industry, although we have been selling insurance policies since 2005 through insurance brokers and car dealerships. We can be found on various comparison sites.
› Do I have to have finance on my car to have this policy?
No, you don’t need finance to take out our policy. You can simply protect yourself against the depreciating value of your car. If your vehicle is written off, you have extra money to buy a replacement.
› Do I have to purchase the policy within a set time of purchasing the vehicle?
No. We do not stipulate that the policy has to be purchased within a set time; just as long as the vehicle is less than 10 years old at the time of purchase.
› How do I renew my policy? Do you automatically renew it for me?
We will remind you approximately four weeks before the end of the policy by email and then by telephone closer to the renewal date. You can either renew online by purchasing a new policy, or by contacting our Sales Team on 0800 440 2417.
› Can I change the cover to another vehicle mid policy?
Yes, the policy is transferrable to another vehicle providing no claims have been made. Where the new vehicle is deemed as a higher risk (your insurance premium has increased) an additional premium may be applied (policy amendments can be subject to an administration charge).
› How do I get a quote?
There is the option to get a free quote on every page. The process is simple, and you only need to know the age of your car, the cost of your motor insurance and whether your car is privately owned. You will not be asked for any personal information unless you accept the quote and proceed to buy.
› Can I pay monthly?
We do not currently have the option to pay the premium in instalments. We ask for one payment at the time of purchasing the policy.
› Is my online payment secure?
Yes. QDOS Insurance Services is Trustwave compliant. Our payments are taken by Sagepay who are a multinational organisation and are PCI compliant.
› Do you have any additional charges?
In the event of a policy amendment, or cancellation, there is a small administration charge of £7.50 for us to process the amendment/cancellation for you (please refer to our Terms of Business).
› Do I have to advise you of any changes in circumstances?
Yes. You must tell us immediately about any changes which may affect your cover. You need to advise if you change vehicle, address, name (i.e. get married), use of the vehicle (i.e. start using it for business), you change/modify your vehicle in any way.
› Can I amend my policy online myself?
At the present time we do not offer this; however, this is something we are currently working on and will be available to all customers.
› Can I cancel my policy?
Yes. If the policy does not meet your needs you have 14 days from receipt of your policy documents to cancel the policy and receive a full refund (an administration charge may apply). If the policy is cancelled after 14 days you are entitled to a proportional refund of premium based on a full unexpired monthly basis less administration charge (please refer to our Terms of Business).
› How do I receive my documents?
We aim to keep costs down wherever possible, and to do this we email policy documents as soon as the payment is received. If you require the documents in the post you can pay a small additional fee and you should receive them within 7 days.
› I haven't received my documents via email – or what happens if I don’t have an email address?
The documents are automatically sent to the email address you provide. It may be possible for the email to make its way into a junk/spam folder rather than the inbox, so please check there.
If you do not have an email address please contact our Sales Team on 0800 440 2417.