Ford Insure - Frequently Asked Questions

What is Ford Insure 7 Day Driveaway cover?

When you buy a new or pre-owned Ford vehicle from a Ford Dealer you may be entitled to 7 Day Driveaway cover (subject to eligibility), which means you don't have to worry about setting up new insurance or changing your existing insurance policy straight away. To activate please speak to your Ford Dealer, who will provide you with further information including eligibility criteria and terms and conditions.

How do I get a quote?

Simply click here to receive a no obligation car insurance quote.

To get a Ford Insure commercial vehicle annual insurance quote please contact us on 0330 123 5190, our lines are open 8am - 8pm Monday to Friday and 9am - 4pm Saturday.

How do I make a claim?

Annual Insurance - If you need to make a claim or follow up on an existing claim please refer to your policy schedule for the claims phone number, as we use a panel of underwriters so claims phone numbers may differ.

7 Day Driveaway - If you need to make a claim or follow up on an existing claim please refer to your policy document for the claims phone number.

I have a query about my Ford Insure policy. How can I contact you?

Simply call one of our UK based Customer Service Advisors on 0344 693 6730 who will be happy to answer any queries regarding your policy.

Is my car covered in Europe?

The policy provides the minimum cover you need by law to drive within Europe. It will also provide you with up to 90 days comprehensive European cover as standard with your annual Ford Insure policy. (Please note, this may mean you are not fully comprehensively insured in some countries).

Can you provide a replacement vehicle?

Private car

No matter who is to blame for the accident that keeps your car off the road, if your car can be repaired by a Ford Accident Repair Centre, they will provide you with use of a small replacement car while your vehicle is being repaired for an insured event.

Commercial vehicle

No matter who is to blame for the accident that keeps your vehicle off the road, if your vehicle can be repaired by a Ford Accident Repair Centre, you will have access to a small van while your commercial vehicle is being repaired.

How quickly can you repair my vehicle?

This will vary, depending on your personal situation and the extent of damage to your vehicle.

Will genuine Ford parts be used in any repairs?

Yes, if your vehicle is involved in an accident, your vehicle can be repaired by a Ford-trained technician in a Ford Accident Repair Centre using genuine parts. All repairs are guaranteed for 5 years.

Is my satellite navigation equipment covered?

We will pay the cost of replacement should there be loss of, or damage to, audio, communication, navigational, or in-car entertainment equipment if it is standard equipment or a manufacturer fitted optional extra for your car when built. Otherwise cover is limited to £750 for loss of, or damage. The equipment must be permanently and securely fitted to Your Car and operated by Your Car's electrical system only.

What happens if I have an accident late at night?

Annual Insurance - If you need to make a claim or follow up on an existing claim please refer to your policy schedule for the claims phone number, as we use a panel of underwriters so claims phone numbers may differ.

7 Day Driveaway - If you need to make a claim or follow up on an existing claim please refer to your policy document for the claims phone number.

What if my current insurer charges a cancellation fee?

If your current insurer charges a cancellation fee, then we will cover up to £100 of their charge when you switch to Ford Insure. Please click here for full terms and conditions.

How can I pay for my insurance?

Annual payment
You can choose to pay for your insurance in full via debit or credit card.

By Direct Debit
You can choose to pay monthly by Direct Debit credit agreement through our third party premium finance provider, Premium Credit Limited (PCL).

PCL are authorised by the Financial Conduct Authority (FCA) to provide finance to customers in respect of insurance premiums.

Email: customer.services@pcl.co.uk
Phone: 0344 736 9836
Post: Premium Credit Limited, Ermyn House, Ermyn Way, Leatherhead, KT22 8UX

Please note: Ford-Insure is acting as a credit broker and not a lender. We only introduce you to PCL for the arrangement of Direct Debit credit agreements. You do not pay us anything for this service. Instead, you pay interest on the amount loaned to you by PCL, known as a Transaction Fee.

Transaction Fee
You will pay a Transaction Fee for each transaction added to your PCL account. You will be told which rate applies to you before you submit your application for credit. This information will also be included in your PCL Welcome Pack.

Credit Searches
When you apply to pay by Direct Debit credit agreement, PCL will search public information that credit reference agencies hold about you and use this to assess whether they will lend to you. If they decline your application, they will let you know and inform you of the credit reference agency they used.

PCL Welcome Pack
The PCL Welcome Pack contains important information about your Direct Debit credit agreement. This includes information about PCL, the terms and costs of the potential finance product and the comparable costs of the financing so you can make an informed decision about whether to proceed. Documents included in the pack are Pre-contract Explanations and your Credit Agreement which will confirm all the details of your Direct Debit credit agreement including the Annual Percentage Rate so you can compare this with other types of lending.

Annual Percentage Rate (APR)
The APR shows all the credit-related charges that apply to your credit agreement expressed as an annual rate of charge.

Managing my Direct Debit
If you have chosen to pay for your insurance by Direct Debit, you must register online with PCL and sign your credit agreement.

To register for your online account and to find out how to sign your credit agreement, visit www.support.mypremiumcredit.com.

If you do not sign your Direct Debit credit agreement online, PCL will make a £10 charge.

Once you have registered, you can manage your account online including making changes to your payment date and bank details as well as cancelling your agreement.

Cancelling your agreement
You have a 14-day right to cancel the Direct Debit credit agreement after it has been made, which can be done via the PCL portal. For more information on how to cancel your Direct Debit credit agreement, visit www.support.mypremiumcredit.com/Cancelling-my-agreement/.

PCL will notify us if you cancel your Direct Debit credit agreement, fail to make payment on time and in full or if you end the Direct Debit credit agreement. If you do not make payments as detailed in your agreement, you may be charged £20 each time you miss or make a late payment. If your Direct Debit credit agreement is cancelled, you must contact us to arrange alternative ways to pay for your car insurance or your policy will be cancelled and all cover will end.

Contact Us
For more information about your Direct Debit credit agreement and PCL, please contact us.

How do I make a complaint?

Our customer complaints procedure

At Ford Insure, our aim is to get everything right, first time, every time. If a mistake is made we aim to put it right quickly. To start the process of reporting a complaint all you need to do is phone, e-mail or write to the contact details below:

Telephone: 0344 693 6730
e-mail: customer.relations@ford-insure.co.uk
Write to: Ford Insure, Europa House, Midland Way, Thornbury, Bristol, BS35 2JX

Once your complaint has been received it will be treated with the highest importance.

What happens next?

Within five working days we will:

  • Write or e-mail you to confirm that we've received your complaint
  • Try to deal with your complaint straight away, but if we need to investigate further in order to resolve the problem:

Within four weeks we aim to:

  • Give you our Final Response to the complaint, with all the reasons for the actions or decisions, along with details of the Financial Ombudsman Service; OR
  • Explain why it is not yet possible to give you our Final Response, and let you know when we will be ready to do so.

We hope that our response will not exceed eight weeks but should it do so, we will explain why it has not been possible to give you our Final Response, and let you know when we will be ready to do so. At this point we will also advise you of your rights under the Financial Ombudsman Service.

The Financial Ombudsman Service

If you're not happy with our Final Response to your complaint, or with the reasons given for any delays beyond eight weeks, you can contact the Financial Ombudsman Service using the details below.

This is a free, independent service for resolving complaints about most financial matters.*

Telephone: 0800 023 4567 / 0300 123 9123
e-mail: complaint.info@financial-ombudsman.org.uk
Write to: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge - but you must do so within six months of the date of the Final Response letter.

If you do not refer your complaint in time, the Financial Ombudsman Service will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Financial Ombudsman Service believes that the delay was as a result of exceptional circumstances.

*Source: www.financial-ombudsman.org.uk

The European Commission has an online dispute resolution service for consumers who have a complaint about a product or service bought online. If you choose to submit your complaint this way it will be forwarded to the Financial Ombudsman Service.

Click here to access the Online Dispute Resolution Service. Please quote our e-mail address: customer.relations@ford-insure.co.uk

Alternatively, you can contact the Financial Ombudsman Service directly.