Help Category: Covid-19

How can I contact you during this time?

All our phone lines remain open and our dedicated Operations team are here to help you.

You can speak to us on Live Chat, or call our Service Centre on 0330 022 1000 9am-7pm Mon-Fri and 9am-4pm on Sat. You can also email your query to service@drivelikeagirl.com.

You can still make a claim any time, our Claims team are available 24/7 on 0330 022 0123.

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How can you fit my black box safely?

Please be assured, your wellbeing is important to us. Our engineers have been trained to follow a revised process based on Government advice to ensure your safety, and theirs. All engineers have been provided with PPE (Personal Protective Equipment) and they will conduct the appointment whilst maintaining a safe distance to you.

If you are self-isolating or someone is ill in your household, you will have the option to rearrange your appointment via email or phone when you’re contacted. Whilst it is important for us to get your black box fitted, we also want you to be comfortable with the measures we’re taking.

Here’s what you need to know about the appointment: 

  • Our engineers are equipped with: disposable gloves, face masks, antibacterial spray, disinfectant hand rub, water dispenser and hand wash. Any engineer showing symptoms, or living with someone with symptoms, will self-isolate immediately.
  • All engineers will be travelling in the can alone. Anyone normally sharing a van for training or mentoring purposes will be working alone.
  • During the appointment, the engineer will keep a 2-meter distance from you at all times which means they might need to ask you to take a step back when conducting checks or fitting the black box.
  • During the appointment, the engineer will spray and disinfect any surfaces they have touched or worked on, including your car keys.

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What if I’m struggling with payments?

We understand this time has brought financial challenges for many, and you might struggle with payments. To support you, we are waiving our default fees when processing your monthly payments through Premium Credit Ltd (PCL). There will also be no fees if you change your payment dates.

We might be able to provide further payment extensions if necessary. If your income has been impacted by Covid19 and you are struggling with payments, please get in touch with us.

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Am I able to keep receiving my documents? Is there a delay in services?

We are committed to provide you business as usual and will keep issuing documents and important communications as normal. Whilst we endeavour to keep business disruption to a minimum, we want to take this opportunity to check we have your correct contact details and communication preferences. You may want to switch your preferences to electronic should postal services experience disruption.

>> Update your communication preferences in Your Portal

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What if I have an accident?

We have worked hard to make sure we are here when you need us. As always, our dedicated Claims team is ready to help you 24/7. Call us immediately after an accident and we will take care of all the arrangements. Please save the Claims number 0330 022 0123 on your phone.

We promise to keep key workers mobile and deal with their claims as a priority. If your vehicle is ‘undriveable’, we will provide you with a free hire car until your own car is repaired or, in the event that your car is a total loss, until we pay your claim.

For key workers, we will also give you priority placement in the repair work.  If your car cannot be repaired after an accident, we will give you priority in processing your total loss as quickly as possible.

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What can I do if I don’t want to renew my policy / I want to cancel my policy?

You may be considering not renewing or cancelling your car insurance because of the uncertainty going on. We’d like to remind you of some important matters to think through before you decide to do this:

  • It’s a legal requirement to have the minimum third party insurance on your car, even if it’s parked up. Your car must stay insured, unless you officially declare it is off the road and make a Statutory Off Road Notification (SORN) to DVLA.
  • Your insurance policy doesn’t only cover you on the road, it also protects you from theft, fire or malicious damage. Even if you’re planning to keep your car in a garage, it’s still important to be covered for unexpected incidents.
  • Remember, we have instalment plans available if you can’t pay your full annual premium at renewal.

Unless you’ve advised us otherwise, you will be renewed automatically so there is nothing you need to do. If you want to make changes, you can do so for some details in Your Portal or if you are contacting us, please use Live Chat.

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What if I am planning to change my car / I am waiting for a black box?

Our black box fitting service has resumed back to normal. We are prioritising the safety of our customers and our box fitting engineers have been trained to follow a revised process based on Government advice to ensure your safety, and theirs. All engineers have been provided with PPE (Personal Protective Equipment) and they will conduct the appointment whilst maintaining a safe distance to you.

If you need more information, please read the FAQ about fitting black boxes safely.

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I won’t be driving as much as normally. Is there anything I need to do?

The changing circumstances might mean that your car will stay unused for some weeks and as a result, the battery life could be affected.

We would advise you to start your car for 10 minutes at least once a week to help stop the battery charge being depleted. If you know you won’t drive, you might want to buy a maintenance charger.

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I am due an MOT. Are garages open to get tested?

If your vehicle’s MOT expires on or after 1 August 2020, your MOT certificate will not be extended. You must book an MOT as usual.

You can get an MOT up to a month (minus a day) before it runs out and keep the same renewal date.

If your MOT certificate expires before 1 August 2020, your MOT is automatically extended for a 6-month period. During this time it is important that you keep doing essential checks on your car to make sure it is roadworthy.

>> Find more about MOT extensions

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I am now unemployed. Is there any help available?

You should always contact us to inform about any changes to your circumstances. Due to the difficult situation we are all in, if you have become unemployed because of Covid-19, we will not increase your premium with the expectation that you will return to work once the situation is over.

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