FAQ

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    Getting in Contact

    You can manage your policy 24/7 through your Customer Portal

    What are MCE’s opening hours?

    You can manage your policy 24/7 through your Customer Portal

    Customer Service (Livechat and phone)

    Mon-Fri: 8.30am - 5.00pm

    What’s the best way to get in contact?

    For new quotes use our Online quote form

    For Renewals use our Customer Portal

    You can manage your policy through your Customer Portal

    If you’re having issues with the customer portal, speak to the team on Livechat

    I can’t get through, what do I do?

    For new quotes use our Online quote form

    For standard policy Renewals or Subscription Price Reviews use our Customer Portal

    You can manage your policy through your Customer Portal

    If you’re having issues with the customer portal, speak to the team on Livechat

    Some of the details on my policy are wrong, what do I do?

    Visit our Customer Portal to make quick changes to your policy.

    How do I renew my policy?

    For Renewals use our Customer Portal

    For more details head to our Renewals Page

    If you’ve got Subscription based insurance you will enter a price review period after 11 months, your subscription or milage costs may change and you’ll need to accept them. You can do this through your Customer PortalRenewals Page

    I want a call back, how do I arrange this?

    Speak to the team on Livechat

    How do I make a complaint?

    Speak to the team on Livechat or call customer services on 01933 351 361.

    For all details about complaints head to our Complaints Page.

    How do I buy a new policy?

    For Bike policies and Subscription based insurance use our online quote form – Bike.

    I need to request some data, how do I do this?

    For Data requests for Solicitors, Third Party insurers, Job centre and Police please email - governance@mceinsurance.com

    I can’t log into the customer portal, what do I do?

    To log into your customer portal, you need to have registered your account.

    To do this, head to the Customer Portal and click register.

    Then enter the information required, you’ll then be able to access your portal.

    If you’re still having trouble, speak to the team on Livechat

    Claims

    I need to report a claim, how do I do this?

    Call 01933 351 528 immediately.

    For more details about claims head to our Claims Page.

    If you’re making a claim on your own policy which started before the 5th of November 2021, view our Disclaim FAQ for more guidance.

    I’ve had an accident, what do I do?

    Firstly, make sure yourself or anyone involved isn’t injured. If required, call the emergencies services as soon as possible.

    Then call 01933 351 528 immediately.

    For more details about claims head to our Claims Page.

    If you’re making a claim on your own policy which started before the 5th of November 2021, view our Disclaim FAQ for more guidance.

    I’ve reported a claim, what’s next?

    Based on your cover, our expert claims handlers and trusted partners will work with you to get it sorted.

    For more details about claims head to our Claims Page.

    If you’re making a claim on your own policy which started before the 5th of November 2021, view our Disclaim FAQ for more guidance.

    I’ve got an ongoing claim, how do I get an update?

    The last update you had from us will be the most up to date situation.

    If you’re making a claim on your own policy which started before the 5th of November 2021, all queries regarding claims on disclaimed policies should be directed to motorclaims@gr123.gi.

    If your policy was taking out after the 5th of November 2021 following the report of your claim your dedicated claims handler will provide you with their direct phone number and contact details.

    Otherwise please make contact us on Livechat .

    For more details about claims head to our Claims Page.

    If you’re making a claim on your own policy which started before the 5th of November 2021, view our Disclaim FAQ for more guidance.

    I haven’t heard anything about my claim in a while, is this normal?

    Yes, claims can take varying amounts of time to settle depending on the situation. At MCE we aim to get things sorted for you as quickly as we can.

    The last update you had from us will be the most up to date situation.

    For more details about claims head to our Claims Page.

    If you’re making a claim on your own policy which started before the 5th of November 2021, view our Disclaim FAQ for more guidance.

    Someone’s making a claim against me, what do I do?

    Call 01933 351 528 immediately.

    For more details about claims head to our Claims Page.

    If you’re making a claim on your own policy which started before the 5th of November 2021, view our Disclaim FAQ for more guidance.

    I’m making a claim against one of your customers, what do I do?

    If you already have someone acting on your behalf, please contact them directly.

    Alternatively, please make contact by email to claims@sabre.co.uk or by calling 03300 244 696.

    If you’re making a claim on your own policy which started before the 5th of November 2021, view our Disclaim FAQ for more guidance.



    My Cover

    How do I find out when my policy goes live?

    The dates and time of when your policy or Subscription went live can be found on your Certificate of Insurance and your Policy Schedule (on the second page). These can both be found in your Customer Portal

    We will also send you an email when you purchase your policy or subscription.

    How do I check what I’m covered for?

    You can check this on your Schedule under the section ‘Your Cover’ or for more detail in your full policy booklet available through the ‘My Policy Documents’ link.

    Both the Schedule and My Policy Documents can be found in your Customer Portal

    My CBT has expired, am I still covered?

    No, if your CBT has expired your insurance cover will be void, you won’t be covered to ride on the road and you will not be able to make a claim.

    Do not ride your bike during this time and get a new CBT booked as soon as possible.

    For further advice, speak to the team on Livechat or call customer services on 01933 351 361.

    What’s the different between the different insurance types?

    Subscription Based – When riding you are legally allowed to ride on the road, and it offers the highest level of protection. Covers you and other riders/drivers for injury compensation. Also, damage (fire or not) of your and the other rider/driver’s vehicle whether the accident is your fault or not. When parked your vehicle is also covered if it is stolen. Cover levels may vary so check your policy documents for full details of your cover.

    Comprehensive – Covers you to legally ride/drive on the road but also offers the highest level of protection. Covers you and other riders/drivers for injury compensation. Also, damage (fire or not) of your and the other rider/driver’s vehicle whether the accident is your fault or not. Your vehicle is also covered if it is stolen.

    Third Party, Fire and Theft – Covers you to legally ride/drive on the road and covers damage to other riders/drivers’ vehicles, but not your own. Also, covers fire damage of your vehicle. Your vehicle is also covered if it is stolen.

    Third Party Only – Covers you to legally ride/drive on the road and covers damage to other riders/drivers’ vehicles, but not your own.

    Can I pause my policy?

    No, standard MCE policies can only be taken out to cover a period of 12 months.

    If you need more flexibility, it might be worth considering Subscription based insurance that costs just £5 a month and then a per mile cost for the miles you ride. You can also cancel at any time for no fee.

    Get a quote today to see if it could work for you!

    Can I get insurance for just a few months?

    No, standard MCE policies can only be taken out to cover a period of 12 months.

    If you need more flexibility, it might be worth considering Subscription based insurance that costs just £5 a month and then a per mile cost for the miles you ride. You can also cancel at any time for no fee.

    Get a quote today to see if it could work for you!

    Can I add top up insurance to my policy?

    No, MCE policies cannot be topped up with other insurance policies to cover things such as delivery.

    MCE do offer their own delivery bike insurance, for more details head to our Delivery Bike Page.

    Am I covered to travel to Europe?

    Yes, with an MCE policy you are covered to ride for a maximum of 90 days in Europe..

    The full details of our European cover are available in your Policy Booklet available through the ‘My Policy Documents’ link.

    My Policy Documents can be found in your Customer Portal

    Am I covered if I breakdown in Europe?

    No, European Breakdown isn’t included with your policy. This is currently not available as an upgrade.

    Do I need a Greencard to travel to Europe?

    There is no requirement to have a Green Card to travel to Europe.

    With an MCE policy you are covered to ride for a maximum of 90 days in Europe.

    The full details of our European cover are available in your Policy Booklet available through the ‘My Policy Documents’ link.

    My Policy Documents can be found in your Customer Portal

    Will I need a Green Card to cross the Northern Ireland and Republic of Ireland border?

    There is no requirement to have a Green Card to travel to and from the Republic of Ireland.

    With an MCE policy you are covered to ride for a maximum of 90 days in Europe.

    The full details of our European cover are available in your Policy Booklet available through the ‘My Policy Documents’ link.

    My Policy Documents can be found in your Customer Portal



    Make a change

    I need to change the address on my policy, how do I do this?

    Visit our Customer Portal to change your address.

    I need to change the vehicle on my policy, how do I do this?

    Visit our Customer Portal to change your vehicle.

    If you have Subscription based insurance, you will have to move your MileMate to your new bike.

    How do I add another rider to my policy?

    Visit our Customer Portal to change another rider.

    If you have Subscription based insurance it’s single rider, single bike only - so you can’t add anymore riders.

    How do I add another vehicle to my policy?

    Visit our Customer Portal where you can make this change.

    If you have Subscription based insurance it’s single rider, single bike only - so you can’t add anymore riders.

    How do I add business use to my policy?

    Visit our Customer Portal to add business use.

    How do I update the registration number on my policy?

    Visit our Customer Portal to update your registration number.

    How much will it cost to make a change on my policy?

    Any changes will have an admin fee of £45 from the Broker and £30 additional premium payable (including IPT) from the Insurer. There may also be either extra premium due or to be refunded.

    For details of our fees for making a change can be found in Terms of Business.

    For more information speak to the team on Livechat



    Payments

    I’ve had a problem with one of my payments, what do I do?

    Speak to the team on Livechat or call customer services on 01933 351 361.

    I’ve had a payment declined, what do I do?

    Speak to the team on Livechat or call customer services on 01933 351 361.

    I’ve had a failed payment, what do I do?

    Speak to the team on Livechat or call customer services on 01933 351 361.

    I need to update my payment card details, what do I do?

    Call customer services on 01933 351 361.

    I’ve had a quote and want to pay for it, what do I do?

    All quotes must now be purchased online.

    Go to our Retrieve Quote page if you have navigated away from your quotation.

    Where can I see the schedule of my monthly payments?

    Your Policy Schedule document on the Customer Portal details the cost of your first and then following instalments. The payment will be taken on the same date every month. When you took out your policy you chose that date.

    If you have Subscription based insurance, you will pay £5 a month on the 1st of every month plus the cost per mile cost for the miles you’ve ridden in the previous month.

    Can I change the date my monthly payments are taken?

    No, once you’ve selected a date it needs to stay the same for your policy term.

    But if you are having issues with a monthly payment, please call the team on 01933 351 361 and we will assist where we can.

    If you have Subscription based insurance your payment date will always be the 1st of the month.

    How long will a refund take?

    Once a refund is processed it should be with you within 7-14 working days.



    Documents

    Where are my documents?

    All your documents can be found in your Customer Portal

    How do I get my no claims bonus?

    Speak to the team on Livechat

    I haven’t received my documents, what do I do?

    Your documents are available through your Customer Portal

    Alternatively, speak to the team on Livechat

    Where do I find my insurance certificate?

    Your Certificate of Insurance can be found in your Customer Portal



    Cancellations

    How do I cancel my policy?

    Visit our Customer Portal to cancel your policy.

    Will I be charged for cancelling my policy?

    If you have a standard MCE policy, there is an admin fee of £60 and an additional premium payment of £30.

    You’ll be shown the final figure before you cancel your policy on the portal.

    More details about our cancellation fees and the process can be found in our Terms of Business.

    If you have Subscription based insurance you will not be charged for cancelling your policy, you’ll just have to pay for the miles ridden in your final month before you cancelled.

    Will I get a refund if I cancel my policy?

    Yes, if you cancel within the first 14 days you will receive a refund minus the cancellation fees. If you cancel outside that period refunds will be subject to the cancellation fees and can vary depending on time on cover and if you have made a claim.

    More details about our cancellation process and refunds can be found in our Terms of Business.

    If you have Subscription based insurance, you will not get a refund as you pay as you ride.

    I’ve sold my vehicle; how do I cancel my policy?

    Visit our Customer Portal to cancel your policy.

    If you’ve purchased another vehicle, try making a change to your policy before you cancel. You can do this through your Customer Portal.If you have Subscription based insurance, you will have to move your MileMate to your new bike.

    If I cancel my policy and then change my mind, can it be reinstated?

    Once a policy has been cancelled, it cannot be reinstated. You will have to take out a new policy or subscription.



    Subscribe & Ride App

    What is Subscribe and Ride?

    Subscriptions are everywhere these days. Think streaming services where you get your music and TV. Insurance should be no different.

    Pay a monthly subscription cost to cover your bike when it’s parked up, cancel whenever you like.

    Then just pay for the miles you ride.

    How does Subscribe and Ride work?

    Pay your one-off fee of £25, we’ll set you up and send out your MileMate. Attach it to your bike and link it to our app.

    You only pay £5 a month for when your bikes parked up and then for the miles you ride. Your price per mile will be based on your details.

    How can I request my data?

    Should you wish to have a copy of your data, please contact us on Livechat

    How do I delete my data and account?

    If you wish for us to delete your data and account, please contact us on Livechat Please note that if you have purchased a policy from us, we will need to retain your data for 7 years for fraud prevention purposes.



    Subscription Based Insurance

    How is Subscribe and Ride cheaper than normal insurance?

    Because you only pay a flat rate for your theft cover when your bike’s parked up and for the miles you ride, you’re not paying to be ‘riding’ all year round.

    Subscribe and Ride won’t work for everyone but if you’re a lower milage rider it could save you hundreds. The less you ride, the less you pay.

    I already tell my insurer how many miles I do, why is this different?

    Normally insurers can’t track how many miles you do so they assume you’ll ride more than you do.

    You might say you ride 5,000 miles a year, but only ride 2,500 miles in that year. Why should you pay for the miles you aren’t riding? Subscribe and Ride means you only pay for what you actually ride.

    Will the MileMate track my speed?

    No. Your MileMate is a super simple device that connects to your phone via an app. Your mobile phone uses GPS location to count the miles you ride by following your bikes movements.

    Does the tracker only track milage?

    Your MileMate is a super simple device that connects to your phone via an app. Your mobile phone uses GPS location to count the miles you ride by following your bikes movements.

    How do I install MileMate?

    We’ll send you out your MileMate when you take out your subscription with instructions of how to fit it to your bike.

    He’s about the size of a 50p and weighs almost nothing so he’s not going to affect how the bike looks or performs.

    We recommend putting him under the seat or under a side panel. We’ll provide sticky fixers and a cable tie so you can easily attach him yourself.

    Does the MileMate work on all bikes?

    Yes, because the device is about the size of a 50p and only needs to connect to the app it doesn’t matter what bike you have. Just attach and go!

    The only thing we will say is that your bike must have a milometer that counts miles not kilometers. We ask you to take pictures of the milometer reading from time to time and it must show miles.

    Do I need to install the app to be covered?

    Yes, the app is an important tool so the MileMate can tell us how many miles you’ve ridden. It also lets you know how much you’ve ridden and how much you’ve spent.

    Just pair the app with your MileMate before you ride and go!

    How do I pay for Subscribe and Ride?

    You pay £5 monthly for your subscription and we’ll send you a summary of the miles you’ve ridden that month. This will be added to your payment when we take it on the 1st of the month.

    How do I get a quote for Subscribe and Ride?

    We’re looking to release Subscribe and Ride in 2023. To get a quote, simply use our quote form on our website. This will give you the costs for standard annual insurance (including pay monthly) and Subscribe and Ride.

    Subscribe and Ride will look a little different as you’ll get a pay by mile cost. To work out if this will be cheaper than a standard policy simply multiply how many miles you think you’ll do by the cost per mile we’ve quoted.

    Remember you’re in control. You can cancel at any time for no extra fee.

    Is there a limit to how many miles I can ride?

    No there is no limit to the number of miles you ride but you may find if you have a high milage a standard MCE policy may be cheaper for you. Subscription based insurance won’t be for everyone but does put you in control of what you pay.

    How secure is my data?

    Very secure. You can view MCE’s Privacy Policy here.

    What happens if I lose my MileMate?

    If you lose your MileMate no worries, we understand it happens. All you need to do is cancel your current subscription and set yourself up a new one and go again.

    You’ll have to pay your one-off fee again for the cost of the new MileMate and we’ll send it out.

    What happens if I damage my MileMate?

    If you damage your MileMate no worries, we understand it happens. All you need to do is cancel your current subscription and set yourself up a new one and go again.

    You’ll have to pay your one-off fee again for the cost of the new MileMate and we’ll send it out.

    What if my phone cannot download or run the app?

    If your phone can’t download or run the app, we’re afraid we can’t offer you a subscription-based policy.

    You can read more about the phones the app will work on below:

    Phone Guidance

    Would the data collected be used in the event of a claim?

    Our insurance partner Sabre would have access to the location data collected by the MileMate and the app, they may use this in an event of a claim.

    Can I get Subscribe & Ride for my car?

    No, Subscribe & Ride is available for bikes only.

    Is the bike covered when it’s parked up?

    Yes – it is covered for fire and theft.

    If I have multiple bikes, do I need to insure them individually?

    Subscribe & Ride requires one mobile phone and app per policy, so unless you have lots of phones, we suggest you look at our standard multi-bike policies.

    Does the tracker work like a black box in a car?

    Similar but it doesn’t track as much. Your MileMate is a super simple device that connects to your phone via an app. Your mobile phone uses GPS location to count the miles you ride by following your bikes movements.

    Will it my premium be affected based on the way I ride?

    Subscribe & Ride is £5 a month whatever. Your cost-per-mile is based on your information. How you ride is your choice; we won’t be tracking that.

    Does the device that needs fitting log vehicle speed, lean angles etc or purely miles?

    Your MileMate is a super simple device that connects to your phone via an app. Your mobile phone uses GPS location to count the miles you ride by following your bikes movements.



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