FAQs

CAR HIRE EXCESS INSURANCE

What is Car Hire Excess Insurance?

Most car rental companies will charge an excess on the vehicle in case of damage or theft. This can be hundreds or thousands of pounds. The Bettersafe Car Hire Excess Insurance is a reimbursement product that will cover you up to £7,500 in the event that you are charged for any damage to your rental car.

Can I insure more than one driver?

Yes! As long as they are between the ages of 24- 85 and have a valid driving licence and are listed as an additional driver on your rental agreement.

How do I add additional drivers?

To add an additional driver to your policy, simply make sure the lead driver on the car rental agreement is the person named in or on the Bettersafe policy. You can then add up to 7 additional drivers to the car rental agreement and they will all be covered under your Bettersafe policy in the event of a claim.

Is my spouse or partner covered?

Bettersafe does not provide joint spouse or partner polices, so to insure your spouse or partner you will need to add them to your rental agreement and they will be automatically covered under your policy.

Make sure the lead driver in your rental agreement is the person named as the policy holder in your car hire excess policy.

What is covered under my Car Hire Excess Insurance?

If you are charged for any damage to your rental vehicle, you are covered for up to £7,500 for any one claim or in total during any one Period of Insurance, with a maximum of three claims during each Period of Insurance. This amount covers you for any excess or repair costs you have to pay under the terms of your rental agreement including:

• Damage to the rental vehicle including damage to the windows, the tyres and wheels, any body panels, doors, door handles and locks, headlights, indicator lights or other exterior lights, wing mirrors, the undercarriage, and the roof.
• Damage caused by theft or attempted theft, including total loss of the rental vehicle, up to the policy limit.
• Loss of use of the rental vehicle including due to damage and/or theft.
• Towing costs relating to damage, or any additional costs incurred by you following a mechanical breakdown of the rental vehicle for you to travel home or to your destination.
• Administration or damage fees charged by the car rental company or agency for any claim or damage to the rental vehicle.

What sort of damage is covered under my policy?

The Bettersafe policy covers damage to the rental vehicle includes harm, destruction, impairment, or deterioration to the windows, the tyres and wheels, any body panels, doors, door handles and locks, headlights, indicator lights or other exterior lights, wing mirrors, the undercarriage, and the roof.

This includes any damage caused by an accident, fire, vandalism, theft or attempted theft.

What happens if my rental vehicle is stolen?

You will be covered for any damage caused to your rental vehicle by theft or attempted theft.

If the rental vehicle is stolen and not recovered, you will be covered up to the lesser of the amount of the excess under your car rental agreement or £7,500.

If you have purchased Collison Damage Waiver or CDW cover then you will be covered up to the lesser of USD100,000 or the amount the rental firm charges you for the loss.

Are any car rental companies excluded from the Bettersafe policy?

We do not cover any Green Motion car rental branches in the UK. We do cover Green Motion sites outside the UK.

What is Collision Damage Waiver or CDW?

Most hire car rental agreements in the U.S.A., Canada, The Caribbean, South, and Central America only offer limited or no third-party liability insurance, Collision Damage Waiver pays up to USD $100,000 for loss or damage to the rental vehicle under a car hire rental agreement.

What is Supplemental Liability Insurance or SLI

Most car rental agreements in U.S.A., Canada, The Caribbean, South and Central America only offer limited or no third-party liability insurance, SLI pays up to US$1,000,000 for third party bodily injury and damage to material property but only for sums in excess of amounts recoverable under the primary liability insurance offered by your car rental agency. There is no primary coverage for SLI. This policy also covers you for the insurance excess, which is the amount you are responsible to pay towards repair costs if the rental vehicle suffers any damage.

Do you cover car-sharing or peer-to-peer rentals?

No we do not cover any rental of a private vehicle or a vehicle that is not both owned and operated by a car rental company or agency. This includes car-sharing or peer-to- peer firms e.g. Hiyacar, Turo, Getaround.

We do cover car clubs like Zipcar or the Enterprise Car Club.

Can I Insure a 4x4 or Sports Utility Vehicle (SUV)

Yes, providing it has a maximum of 9 seats.

Can I insure a Minibus?

You can insure any vehicle up to a maximum of 9 seats so any minibus larger than this would not be covered.

Are any countries not covered?

Bettersafe does not cover any trip to or vehicle rental in the following countries:

Afghanistan, Belarus, Cuba, Congo, Iran, Iraq, Ivory Coast, Liberia, North Korea, Myanmar, Russia, South Sudan, Sudan, Syria, or Zimbabwe.

In addition, we do not cover any country where the Foreign Commonwealth and Development Office (FCDO) has issued advice against travel for UK residents.

Can I insure a van?

Bettersafe doesn't provide insurance for vans.

What sort of driving license do I need?

You and all other insured drivers must be aged between 24 and 85 years of age on the date of purchase of your insurance and must have a full valid driving licence or hold a full internationally recognised licence.

Is breakdown cover included?

Roadside assistance is not covered, if you breakdown this should be covered by your car hire rental provider but you are covered for towing charges relating to a puncture, damage or mechanical breakdown.

I have not received my insurance documents

When you purchase your insurance coverage from Bettersafe, we generate an automatic email containing your policy documents, this is sent to the email address you provided. (Please check your spam or junk email folder). If you have not received this email, please contact us by email at enquiries@bettersafe.com with your policy number, full name, address, the date you purchased your insurance coverage and we will send you another copy.

Who is the insurer of Car Hire Excess Insurance?

The insurer of the Bettersafe policy is Newline Insurance Company Ltd, which is authorised by the Prudential Regulatory Authority and regulated by the Financial Conduct Authority and the Prudential Regulatory Authority under Firm Reference Number 435028 . You can find more about Newline here https://newlinegroup.com/newline-insurance-company/

How do I make a claim?

In order to make a claim, please contact the claims administrator on +44 (0) 20 3740 4431 or email claims@comandgen.com . You can find more about how to make a claim here

Is there anything I should do when I pick up or drop back my rental car?

Things that we suggest you do when you pick the car up:

• Take lots of pictures or videos of your rental car.
• Make sure you check for pre-existing damage to the car and make sure the rental company have a note of it.

Make sure all the details on the rental agreement are correct.

Things that we suggest you do when dropping the car back:

• Take lots of pictures or videos of the rental car.
• Collect any documents the car hire agency provides you with.
• Make sure the car rental company checks over the car with you.
• If you need to make a claim make sure you get an invoice from the car rental company for any charges.

How can I cancel my Car Hire Excess Insurance?

You may cancel your insurance within the 14-day cooling-off period and you will be entitled to a full refund of your premium as long as you have not made a claim and do not intend to make a claim.

You can also cancel at any time after the cooling-off period, and we will make a proportionate refund of the premium you paid. However, any such refund will be subject to a £5 administration charge. You will only be refunded as long as you have not made a trip or made a claim and do not intend to make a claim.

For more information please refer to your insurance policy document or contact us at +44 (0)20 3740 4431 or by emailing us at enquiries@bettersafe.com.

Your premium refund will then be credited back to the debit or credit card you used in the original purchase. This can take up to 10 days to appear on your card statement.

How can I make a complaint?

We aim to provide a high level of service to all our customers but occasionally things can go wrong. When this happens, we will do everything we can to put things right and assist you.

If you wish to make a complaint, please telephone us at +44 (0)20 3740 4431.

For more information on how to complain please look here or please refer to your insurance policy document.

Can I buy your product if I live outside the UK?

No, unfortunately you can only buy Bettersafe’s Car Hire Excess insurance if you are a permanent resident in the UK or the Isle of Man.

Please check the policy document for what permanent resident means.

What if there is an error in my insurance schedule, how do I change it?

If there is an error in your insurance schedule, please send us an email at enquiries@bettersafe.com with your Policy Reference Number and the correction you would like to make. We will then correct our records and send you the updated Insurance Schedule.

What types of vehicles do you insure?

To be eligible for our Car Hire Excess insurance, your rental vehicle must:

• Be equal to or below £65,000 in value
• And not be over 10 years old.

We do not cover motor homes. camper vans, trailers, caravans, commercial vehicles, trucks, motorcycles or passenger vehicles with more than 9 seats.

What is the maximum number of rental days covered by the Bettersafe Car Hire excess insurance?

We have two different maximum hire periods:

• For single trip (daily) cover; you are covered for a single rental agreement up to a maximum of 180 continuous days.
• For annual cover, you are covered for up to 62 days for any one rental agreement. There is no limit to the number of rental agreements you make take out in any one year.

What Additional benefits does your Car Hire excess insurance have?

Our Car Hire excess policies have the following additional benefits:

• Car Rental Key Cover - up to a maximum of £500, for each and every claim.
• Misfuelling Cover - up to a maximum of £500 for each and every claim.
• Reparation – of £25 per day with a maximum of £300 during the period of insurance.
• Drop Off Charges – up to £300.
• Lock-Out – up to a maximum of £60 if you are unintentionally locked out for physical assault.
• Road Rage – up to £1000 for physical assault.
• Car Jacking – up to £1000 for physical assault.

You can find more information about the additional benefits in the insurance policy document.

PRIVATE CAR EXCESS INSURANCE

My car insurance policy has an excess, what is it?

Most insurance policies require you, the policyholder, to pay the first part of a claim. This is called the policy excess. It is also sometimes called a deductible.

How does the excess work on my insurance policy?

When you make an insurance claim you will be asked to either make a contributory payment when you collect your vehicle once repaired or your claim payment from the insurer will be reduced by the amount of the applicable policy excess. Either way, you will have to pay part of the claim yourself.

What is Car Excess insurance?

It is possible to insure the amount of excess under your car insurance policy. For a modest additional charge, you can take out additional insurance which will pay your excess for you. Often the cost of this protection is less than the saving in the original cost of insurance.

How long does the insurance policy last?

Car Excess insurance is an annually renewable policy.

Will I still need to buy car insurance?

Yes, Car Excess insurance is supplementary to your car insurance – it covers the excess under your car insurance policy, not the car itself.

How does Car Excess insurance work?

Once you purchase Car Excess insurance your original car insurance policy excess is protected. If you make a claim under your car insurance policy, we will pay your excess for you to the repairer or garage once you notify us of the claim, if you pay your excess yourself, keep your receipts and we will reimburse you the amount of your excess.

What is covered under Car Excess insurance?

This depends on the amount of the original policy excess you choose to protect but is usually equal to your existing excess.

Can I protect the excess under an existing car insurance policy?

Yes, you can take out Car Excess insurance at any time. We recommend that you do so when you purchase or renew your car insurance policy.

What happens if the repair cost is less than the excess under my car insurance policy?

If the value of your claim is lower than the amount of the excess under your car insurance, it will not be covered under either your car insurance policy or your Car Excess insurance.

Does the Car Excess insurance cover accidents which are my fault?

Yes, both at-fault and non-fault accidents are covered?

Who is the insurer of Car Excess insurance?

This insurance is underwritten by certain syndicates of Lloyd’s of London, which is authorised by the Prudential Regulatory Authority and regulated by the Financial Conduct Authority and the Prudential Regulatory Authority.

How do I make a claim?

For policies purchased prior to the 1st of October 2018, please contact Car Care Plan on telephone: +44 (0) 344 573 8240 or Via Email: specialist.claims@carcareplan.co.uk.

For policies purchased on or after the 1st of October 2018, please contact our Claims Administrator, Commercial and General Ltd on telephone: +44 (0) 20 3740 4431 or Via Email: claims@comandgen.com.

For more information, please look at the claims section here or refer to your insurance policy document.

How can I cancel my Car Excess insurance?

You may cancel your Car Excess insurance within 14 days of receiving it (cooling-off period) and you will be entitled to a full refund of the premium as long as you have not made and do not intend to make a claim.

You can also cancel at any time after the 14-day cooling-off period and we will make a proportionate refund of the premium paid, as long as you have not made a claim and do not intend to make a claim.

However, any such refund may be subject to an administration charge.

To cancel cover please contact us by writing or emailing to Bettersafe Products Ltd, email address enquiries@bettersafe.com, with your policy reference number, your confirmation you have not nor intend to make a claim and the reason you wish to cancel.

Your premium refund will then be credited back to the debit or credit card you used in the original purchase. This can take up to 10 days to appear on your card statement.

How can I make a complaint?

We aim to provide a high level of service to all our customers but occasionally things can go wrong. When this happens, we will do everything we can to put things right and assist you.

If you wish to make a complaint, please telephone us on +44 (0)20 3740 4431.

For more information on how to complain please look here.

HOME EXCESS INSURANCE

My home insurance policy has an excess, what is it?

Most insurance policies require you, the policyholder, to pay the first part of a claim. This is called the policy excess. It is also sometimes called a deductible.

How does the excess work on my insurance policy?

When you make an insurance claim you will be asked to make a contributory payment towards the cost of the claim once the claims has been settled i.e. repairs have been completed or your claim payment from the insurer will be reduced by the amount of the applicable policy excess. Either way you will have to pay part of the claim yourself.

How long does the insurance policy last?

Home Excess insurance is an annually renewable policy.

Is the Home Excess insurance transferrable to another house?

It is not possible to transfer the policy to another house.

Will I still need to buy home insurance?

Yes, Home Excess insurance is supplementary to your home insurance – it covers the excess under your home insurance policy not the home itself.

What is covered under Home Excess insurance?

This depends on the amount of the original policy excess you choose to protect but is usually equal to your existing excess..

Can I protect the excess under an existing home insurance policy?

Yes; you can take out Home Excess insurance at any time. We recommend that you do so when you purchase or renew your home insurance policy.

What happens if the repair cost is less than the excess under my home insurance policy?

If the value of your claim is lower than the amount of the excess under your home insurance, it will not be covered under either your home insurance policy or your Home Excess insurance.

How does Home Excess insurance work?

Once you purchase Home Excess insurance your original home insurance policy excess is protected. If you make a claim under your home insurance policy, notify us of the claim, keep your receipts and we will reimburse you the amount of your excess.

I do not live in the UK can I purchase a Home Excess insurance policy?

You need to have a UK address to purchase a Home Excess insurance policy.

Who is the insurer of Home Excess insurance?

This insurance is underwritten by certain syndicates of Lloyd’s of London, which is authorised by the Prudential Regulatory Authority and regulated by the Financial Conduct Authority and the Prudential Regulatory Authority.

How do I make a claim?

For policies purchased prior to the 1st of October 2018, please contact Car Care Plan on telephone: +44 (0) 344 573 8240 or Via Email: specialist.claims@carcareplan.co.uk.

For policies purchased on or after the 1st of October 2018, please contact our Claims Administrator, Commercial and General Ltd on telephone: +44 (0) 20 3740 4431 or Via Email: claims@comandgen.com.

For more information, please look at the claims section here or refer to your insurance policy document.

How can I cancel my Home Excess insurance?

You may cancel your Home Excess insurance within 14 days of receiving it (cooling-off period) and you will be entitled to a full refund of the premium as long as you have not made and do not intend to make a claim.

You can also cancel at any time after the 14-day cooling-off period and we will make a proportionate refund of the premium paid, as long as you have not made a claim and do not intend to make a claim.

However, any such refund may be subject to an administration charge.

To cancel cover please contact us by writing or emailing to Bettersafe Products Ltd, email address enquiries@bettersafe.com, with your policy reference number, your confirmation you have not nor intend to make a claim and the reason you wish to cancel.

Your premium refund will then be credited back to the debit or credit card you used in the original purchase. This can take up to 10 days to appear on your card statement.

How can I make a complaint?

We aim to provide a high level of service to all our customers but occasionally things can go wrong. When this happens, we will do everything we can to put things right and assist you.

If you wish to make a complaint, please telephone us on +44 (0)20 3740 4431.

For more information on how to complain please look here or please refer to your policy insurance document.

TRAVEL INSURANCE

What does travel insurance cover?

Travel insurance from Bettersafe.com provides coverage for various aspects of your trip, including trip cancellation or interruption, emergency medical expenses, baggage loss or delay, and personal liability. It offers protection against unforeseen events that may disrupt your travel plans.

Do I need travel insurance if I already have medical insurance?

While you may have medical insurance, it may not provide coverage for medical emergencies that occur while traveling abroad. Travel insurance ensures you're protected against unexpected medical expenses, evacuation costs, and other travel-related risks that may not be covered by your existing medical insurance.

What is trip cancellation coverage?

Trip cancellation coverage reimburses you for prepaid, non-refundable expenses if you have to cancel your trip due to covered reasons such as illness, injury, or other unforeseen circumstances. It provides financial protection against losing money on deposits or bookings made for your trip.

What is included in emergency medical coverage?

Emergency medical coverage ensures you have access to medical assistance and treatment while traveling abroad. It typically covers expenses such as hospitalization, doctor's visits, emergency medical evacuation, and repatriation of remains in case of illness or injury during your trip.

How does baggage coverage work?

Baggage coverage reimburses you for lost, stolen, or damaged baggage and personal belongings during your trip. It helps cover the cost of replacing essential items if your baggage is delayed or lost by your airline, providing peace of mind and financial protection while traveling.

Is there coverage for trip delays or interruptions?

Yes, Bettersafe.com offers coverage for trip delays or interruptions caused by covered reasons such as severe weather, natural disasters, or airline strikes. This coverage reimburses you for additional expenses incurred due to delayed or interrupted travel, ensuring minimal disruption to your plans.

Can I customize my travel insurance policy?

Yes, Bettersafe.com allows you to customize your travel insurance policy based on your specific needs and preferences. You can choose from various coverage options and add-ons to tailor your policy to suit your travel requirements, providing comprehensive protection for your trip.

How do I file a claim with Bettersafe.com?

If you need to file a claim, you can visit our Claims (hyperlink) page for instructions on what to do next. You'll need to provide relevant documentation and details about the incident or expenses incurred during your trip. Our dedicated claims team will guide you through the process and assist you in resolving your claim efficiently.

Is there assistance available in case of emergencies during my trip?

Yes, Bettersafe.com offers 24/7 emergency assistance services to help you in case of emergencies while traveling. Their dedicated team provides support and assistance with medical emergencies, travel arrangements, and other unforeseen situations, ensuring you have access to help whenever you need it.

Why choose Bettersafe.com for travel insurance?

Bettersafe.com is committed to providing reliable and comprehensive travel insurance coverage backed by excellent customer service. With customizable policies, competitive rates, and 24/7 emergency assistance, Bettersafe.com ensures you're protected and supported throughout your travels, giving you peace of mind to enjoy your trip to the fullest.

COMMERCIAL VEHICLE EXCESS INSURANCE

My Commercial Vehicle insurance policy has an excess, what is it?

Most insurance policies require you, the policyholder, to pay the first part of a claim. This is called the policy excess. It is also sometimes called a deductible.

How does the excess work on my insurance policy?

When you make an insurance claim you will be asked to either make a contributory payment when you collect your vehicle once repaired or your claim payment from the insurer will be reduced by the amount of the applicable policy excess. Either way, you will have to pay part of the claim yourself.

What is Commercial Vehicle Insurance?

It is possible to insure the amount of excess under your commercial vehicle insurance policy. For a modest additional charge, you can take out additional insurance which will pay your excess for you. Often the cost of this protection is less than the saving in the original cost of insurance.

How long does the insurance policy last?

Commercial Vehicle insurance is an annually renewable policy.

Will I still need to buy Commercial Vehicle Insurance?

Yes, Commercial Vehicle excess insurance is supplementary to your commercial vehicle insurance – it covers the excess under your commercial vehicle insurance policy, not the vehicle itself.

How does Commercial Vehicle insurance work?

Once you purchase commercial vehicle excess insurance your original car insurance policy excess is protected. If you make a claim under your commercial vehicle excess insurance policy, we will pay your excess for you to the repairer or garage once you notify us of the claim, if you pay your excess yourself, keep your receipts and we will reimburse you the amount of your excess.

What is covered under Commercial Vehicle insurance?

This depends on the amount of the original policy excess you choose to protect but is usually equal to your existing excess.

Can I protect the excess under an existing Commercial Vehicle insurance policy?

Yes; you can take out Car Excess insurance at any time. We recommend that you do so when you purchase or renew your car insurance policy.

What happens if the repair cost is less than the excess under my Commercial Vehicle insurance policy?

If the value of your claim is a lower than the amount of the excess under your Commercial Vehicle insurance, it will not be covered under either your Commercial Vehicle insurance policy or your Commercial Vehicle Excess insurance.

Does the Commercial Vehicle Excess insurance cover accidents which are my fault?

Yes, both at-fault and non-fault accidents are covered?

Who is the insurer of Commercial Vehicle Excess insurance?

This insurance is underwritten by certain syndicates of Lloyd’s of London, which is authorised by the Prudential Regulatory Authority and regulated by the Financial Conduct Authority and the Prudential Regulatory Authority.

INCOME PROTECTION

Who is Bettersafe

Bettersafe is a specialist broker that offers a range of insurance products to their customers. We aim to build simple products that are easy to understand and easy to apply for, offering excellent value at competitive premiums.

What is Bettersafe Income Protection?

Bettersafe Income Protection offers our customers the opportunity to protect their monthly income against unfortunate incidents such as an accident, illness, or unemployment. You can select full accident, sickness, and unemployment or simply choose accident & sickness on its own, or unemployment only.

How do I apply for cover?

Applying for cover is simple and straightforward. Simply follow the application process, which will give you a premium quote, request some personal data, and ask various questions about your existing health and employment status.

How do I make a claim?

To make a claim, please contact our Claims Administrator on 01285 626020. The address for the Claims Administrator is: Trent-Services, Trent House, Love Lane, Cirencester, GL7 1XD. For more information, please look at the claims section here or refer to your insurance policy document.

How much benefit can I choose to cover myself for?

You can select any amount up to a maximum of £2,000 per month.

How long can I claim for?

You can receive monthly benefits up to a maximum of 12 consecutive months.

Is there a waiting period before I receive my benefit?

Yes, in your application you selected a waiting period before you can claim monthly benefit. Please refer to your schedule for confirmation of your waiting period.

How can I cancel my policy?

You may cancel your policy during the cooling-off period of 30 days. Any premium that has been collected during this period will be refunded. If you cancel after the cooling-off period, no further premium will be collected and no refund of the premium will be made.

How do I make a complaint?

We aim to provide a high level of service to all our customers but occasionally things can go wrong. When this happens, we will do everything we can to put things right and assist you. The full complaints procedure can be found in your policy document. In the first instance, if you have any questions about the policy, please contact the administrator.

Who is the administrator?

The administrator for this policy is Trent-Services (Administration) Ltd, who can be contacted in the following ways.

Telephone: 01285 626020
Email: admin@trent-services.co.uk
Post: Trent House, Love Lane, Cirencester, GL7 1XD

Who is the insurer?

The insurer for the policy is Vibe Syndicate Management Limited on behalf of Syndicate 5678, at Lloyd’s of London.

How do I receive my insurance documents?

Your policy documents will be emailed to you once your application has been accepted.

How do I receive my monthly benefit?

Monthly benefit payments are made directly to you, payable from the administrator.

Are there any exclusions?

Yes, as with most insurance policies there are various exclusions to be aware of. Please refer to your policy documents to access the full list of exclusions.

Are there any helplines that may be of benefit?

Yes, we have partnered with Legal Protection Group to provide a range of helplines to assist with personal legal advice, tax advice, and a counselling helpline. Please refer to your policy document for a full breakdown of the services on offer and the contact numbers.

What is an initial exclusion period?

An initial exclusion period is a period of time that you cannot make a claim for Unemployment from the start date of your policy. This policy has an initial exclusion period of 120 days following the policy start date.

How long does my policy last?

Your policy will remain in force as long as you continue to pay monthly premiums. Your policy will be reviewed 12 months after the start date of cover, and then annually thereafter.

Is there a joint cover option?

No, this policy does not offer joint cover. Should you wish for joint cover, both customers must apply separately.

GAP INSURANCE

What is GAP Insurance? 

GAP means Guaranteed Asset Protection. GAP insurance is an insurance policy that covers the financial loss that can occur if your car is written off.

How do I make a claim?

To notify a claim please call 0330 111 3093. Lines are open between 09.00am and 17.00pm Monday to Friday (excluding bank holidays). Alternatively, please send an email to info@notifyaclaim.co.uk or write to: Jackson Lee Underwriting, The Estate Office, Shadrack, Berry Pomeroy, Totnes, Devon, TQ9 6LR. 

IMPORTANT - Please do not accept a motor insurance settlement without first contacting the claims line on 0330 111 3093.

What does GAP insurance cover?

Gap Insurance covers the gap between the amount you have paid for your car and the amount your insurer pays out in the event it is written off. Our Combined Gap product will pay the difference between the motor insurer’s settlement and the purchase price of your vehicle. Our Lease Gap product will pay the difference between the outstanding finance balance and the motor insurer’s settlement.

Any named driver on your car insurance policy is covered by the GAP insurance policy, should they be behind the wheel when the worst happens.

What defines a vehicle a write off?

There are 3 types of Write-off:

• The first type of write-off is the most serious where the vehicle is only fit for scrap and should never be driven again.
• The second type of write-off is if the vehicle is unfit for the road and should never be driven again but parts can be salvaged.
• The third type of write-off is if the vehicle could be repaired but the costs of repairing the vehicle are too high and don’t cover the costs of the initial price of the vehicle.

What is the period of insurance?

You can select between 1, 2 and 3 years cover. The period of insurance starts when you buy the policy and end on one of the earliest of the following dates:

• The period shown on your schedule.
• The date on which your vehicle is repossessed by the finance company.
• The date your vehicle is declared a total loss.
• The date your vehicle is sold or transferred to a new owner.

What types of vehicle do you insure?

We currently provide cover for cars only. Your vehicle must be:

• equal to or below £80,000 in value.
• purchased within 60 days prior to the start date of your policy.

What exclusions are there?

There are some vehicles we do not cover. These are: All Fiat Abarth’s, All Audi S, SQ and RS models, Landrover Range Rover models, BMW M models, Competition editions and Alpina, VW R models, Subaru impreza/WRX, Nissan GTR, Mercedes Brabus, AMG 45 & AMG 63 models, Ferrari, Bentley, McLaren, Lamborghini, Rolls Royce, Noble, Aston Martin, Cadillac, Corvette, Hummer, Lotus, Maserati, Mitsubishi Evolution, Nissan GT-R and TVR.

As with most insurance policies, there are some other exclusions that will apply. We strongly recommend you read your policy wording to see a full list of exclusions, but these include:

• Vehicles used as an emergency vehicle, bus, courier, truck, heavy goods
• Vehicle is driven by any person not holding a valid current driving license
• A total loss resulting from you being intoxicated or under the influence of alcohol or drugs
• Vehicles used for track days, road racing, rallying, as a taxi or private hire vehicle or for driving school tuition.

Does my vehicle have to be registered in the United Kingdom?

Yes, your vehicle has to be registered in the United Kingdom.

Is there any territorial limits?

Yes, they are: England, Scotland, Wales, Northern Ireland, the Isle of Man, the Channel Islands, any other country that is a member of the E.U. and any other country shown on an International Motor Insurance Card (“Green Card”) indicating that cover is in force on the date of an incident that results in a total loss.

Where does my claim get paid to?

Any amount due will be paid to you where your vehicle is not subject to a finance or contract hire/lease agreement. If your vehicle is subject to a finance agreement or contract hire/lease agreement the benefit will be paid to the finance company and we will pay any excess over the early settlement amount or termination charge to you.

Do I need a motor private insurance?

Yes, your vehicle must be covered under a comprehensive motor insurance policy throughout the period of insurance by an authorised United Kingdom motor insurer and the policy must cover loss or damage to your vehicle caused by accidental damage, fire or theft.

If any of my personal details have changed, do I need to report these?

If your details have changed, please tell us immediately about any changes which may affect your cover. If you fail to do so, your policy may not be valid, and we may not pay your claim. For example, you must tell us if:

• You move to a new house or change the place you keep your vehicle.
• Your name changes (for example, by marriage).
• You change your vehicle or the owner of your vehicle changes.
• You change what you use your vehicle for (for example, you start using it for business purposes).
• You make changes to your vehicle.
• You change your registration number to a cherished number plate.

How can I cancel my GAP insurance?

If this policy does not meet your needs, you have 30 days from the date you received your policy documents, or from the purchase date, whichever is later, to cancel the policy and get a full refund. To cancel your policy after 30 days, please contact Bettersafe at enquiries@bettersafe.com. Your cancellation will be calculated on the basis of a refund proportionate to the unexpired term of the period of insurance provided you have not had a successful claim. No refund will be provided if you are in the last 6 months of your policy.

Please note: A cancellation fee of £25.00 will apply to all policies cancelled after 30 days and will be deducted from your refund due.

Who is the Insurer?

The insurer for both our Combined and Lease Gap products, is Ageas Insurance Limited, regulated by the Prudential Regulation Authority and the Financial Conduct Authority..

Roadside Assistance

What if my car is stolen or vandalised?

Unfortunately, this policy does not cover you if your car is stolen or vandalised.

Am I covered if my vehicle runs out of fuel?

You are covered if your car runs out of fuel.

What happens if my vehicle breaks down at home?

If you have a plus policy you will be covered for home assist which will cover you if you breakdown within 1 mile of your home.

How many callouts am I covered for?

Up to 6 per policy as long as it is not related to an existing issue that you required assistance for previously unless repair has been done by a garage.

What happens if my vehicle breaks down at the roadside?

If your vehicle breaks down, please call our 24-hour Control Centre on 08002062631. We will arrange and pay for a recovery operator to attend the breakdown and where appropriate, spend up to 60 minutes to try and repair the vehicle.

What happens if I change my vehicle?

Our policy only covers the vehicle registered on our database, therefore, any changes must be notified immediately by contacting the organisation you purchased this policy from.

Will you pay for labour or parts needed to repair my vehicle?

The cost of any parts, components or materials used to repair the vehicle is not included. If we can repair your vehicle at the roadside, you must accept the assistance being provided and immediately pay for any parts supplied and fitted by debit or credit card.

What if I cannot pay for the parts?

If you do not have any sufficient funds to pay for the parts, all further cover for the claim for this policy will cease.

What happens if you are unable to fix my car?

If the recovery operator is unable to repair within 60 minutes at the roadside, we will either arrange and pay for your vehicle and passengers to be recovered to the nearest suitable garage or to your chosen destination within 10 miles from the scene of the breakdown.

What if I am away from home, would you pay for my accommodation?

We will pay up to £150 for a lone traveller or £75 per person towards the reasonable cost of overnight accommodation.

What happens if I put the wrong fuel in my vehicle?

We will arrange and pay up to £250 (inc VAT) for a recovery operator to either recover your vehicle and the passengers to the recovery operator’s base or at roadside, where a drain and flush to your vehicle’s fuel tank can be deducted. We will also provide 10 litres of correct fuel.

Am I entitled to a second call out if you can’t recover my vehicle to a garage?

In the event that we are unable to repair your vehicle at the roadside and a suitable garage cannot accept the vehicle the same working day, we will recover your vehicle and passengers to the home address, or the address agreed in accordance with the level of cover you purchased. We will then arrange with you to collect the vehicle and take it to the nearest suitable garage.

What if I can’t find my locking wheel nut?

Costs incurred in addition to a standard callout where service cannot be undertaken at the roadside because the vehicle is not carrying a serviceable spare wheel, aerosol repair kit, appropriate jack or the locking mechanisms for the wheels are not immediately available to remove the wheels. This exclusion does not apply to motorcycles or scooters.

Are lost, stolen or broken keys covered?

If you lose, break, or lock your vehicle keys within your vehicle, we will pay the callout and mileage charges back to the recovery operator’s base or your preferred destination.

How many callouts am I covered for?

Up to 6 per policy as long as it is not related to an existing issue that you required assistance for previously unless repair has been done by a garage.

What if I call for assistance, but then I cancel?

If a callout is cancelled by you and a recovery operator has already been dispatched, you will lose a callout from your policy. We recommend you wait for assistance to ensure the vehicle is functioning correctly. If you do not wait for assistance and the vehicle breaks down again within 12 hours, you will be charged for the second any subsequent callouts.

INFO FOR CLAIMS PAGE:

If your vehicle breaks down in the territorial limits (UK) please call our 24-hour Control Centre on:

0800 206 2631

If you are unable to make a connection, please contact us on 01206 714356.
For assistance in the territorial limits (Europe), call us on:

0044 1206714356

If you are deaf, hard of hearing or speech impaired, please send a text message containing your full name, policy number, vehicle registration and policy postcode to 07537 404890