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FAQ's & USEFUL INFO

Here at MCE we always want our policy holders to have a clear understanding of every aspect of their policy – from the very beginning up to renewal. We’ve compiled a list of our most commonly asked questions for you to check out, if you have any further questions not listed below, feel free to get in contact through our live chat system, over the phone or via email - we’re here to help!


FAQ


How do I cancel my policy?

We are sorry you are thinking of leaving us.

If you have just taken a policy out with us and looking to cancel within your 14 day cooling off period, unless a claim has occurred, you will pay for:

  • The number of days you have been on cover
  • An administration fee of £62.00

If you have paid for your policy in full and you are cancelling outside the 14 day cooling off period, unless a claim has occurred, you will pay for the for:

  • A minimum administration fee of £62.00
  • Short period cancellation rates as listed in the below table

Period you have had cover for Up to 1 month Up to 2 months Up to 3 months Up to 4 months Up to 6 months Up to 8 months Over 8 months
Refund amount expressed as a percentage of the annual premium 75% 62.5% 50% 37.5% 25% 12.5% Nil

To process your cancellation, you can do so by emailing our Customer Service Team on: info@mceinsurance.com. Please ensure you include your full name, postcode and policy reference.

How do I make a change to my policy?

To make a change to your policy we would need to speak to you to confirm your new details. Depending on the change you make to your policy, there will be an administration fee applicable of between £17.50 and £70.50.

You can speak to us by either arranging a call back by emailing our Customer Service Team on: info@mceinsurance.com or by calling: 01933 351 361. If you email your request please ensure you include your full name, postcode and policy reference.

Our opening hours are Monday to Friday from 08:30 – 21:00, Saturday from 09:00 – 17:00 and Sunday from 10:00 – 16:00.

How do I renew my policy?

At MCE, we want to make renewing your policy as simple as possible for you. We are happy to provide the option to complete your quote online, it’s a great way to avoid call centre traffic during busy periods, with the same selection of benefits still on offer, courtesy of us! You will need to confirm your details again to ensure that everything is up to date, however we guarantee this will be our best available price.

I would like proof of my no claims discount, how can I get this?

We are sorry that you have decided not to reinsure with us again this year. If you would like to see what price we are able offer then you can do so by completing a quote on our website. Alternatively, if you would still like to receive proof of your no claims bonus then we can arrange for this to be emailed to you.

Please email our Customer Service Team on: info@mceinsurance.com along with your name, postcode and policy reference. We will then arrange for proof of your no claims bonus to be sent within 72 hours.

I’m planning to take my vehicle abroad, do I need to do anything?

Rest assured all our policies cover all European Union countries, Andorra, Gibraltar, Iceland, Norway and Switzerland for any trip that does not exceed 183 days (6 months) in any policy period. You will just need to take your policy documents with you to confirm cover whilst you are away.

Should you be travelling to any countries that are not listed above then you will need to arrange alternative insurance as we would not be able to cover these.

How do I change my payment dates?

If you have selected to pay for your policy via monthly payments, you will be paying for your policy via our continuous payment authority. This type of payment is taken from your debit or credit card, rather than a direct debit which is set up using your account number or sort code. Therefore, if your card is cancelled or expires we would need your new card details to be updated with us.

Currently we are unable to change payment dates on your payment plan however, if you are struggling to make your payments please contact our Customer Service Team on: 01933 351 361.

What you need to do if an incident has occurred (whether you want to make a claim or not)?

Here at MCE, we understand that no one sets out to make a claim on their insurance. However, sometimes unforeseen circumstances arise, and we want to make sure we can help you from the very earliest moment should you ever need us.

  • Contact our Customer Service team to report the incident on 01933 351361
  • Please ensure you have the following information:
    • the date, time and place of the incident
    • your registration number
    • details of any other vehicle involved
    • your name and address
  • You will need to tell us as much as you can about the circumstances of the incident.
  • Our Customer Service team will complete an Incident form over the phone with you.

Any claim made under your insurance cover will be investigated before agreeing settlement.

If you decide to continue to make a claim under your policy, we will require the following:

  • The vehicle registration document (V5)
  • The MOT certificate
  • All sets of keys
  • Details of any outstanding finance
  • Proof of NCB
  • Licences/CBT Certificates

The Financial Ombudsman Service (FOS) use two specialist motor trade guides called Glass’s and CAP to decide if an insurer’s bike valuation is fair. Information about the FOS’ process for valuing vehicles is published on their website: http://www.financial-ombudsman.org.uk/publications/technical_notes/motor-valuation.html

For further information on the motor trade guides we use, and how they create their estimates can be found on their websites: http://www.glassbusiness.co.uk/products-and-services/car-repair-estimate/market-value-assessor/ https://www.cap-hpi.com/about

Why haven’t I received my documents?

Once you’ve taken your policy out or made a change to your policy, your documents will be uploaded to our document portal within 48 hours.

You can access the document portal on the following link: https://mceinsurance.opencustomerportal.co.uk/view/index.jsp

If you haven’t registered before you will need to click on the ‘not registered link’.


Once you have selected this, the below box will appear.


Once this has been filled in, you will receive an email containing a link to follow. This will take you to the document portal homepage. You will then need to enter your email address and password to access the portal.


You will then see the above screen. Here you will need to select to download your documents.

If you are unable to view your uploaded documents, please email our Customer Service Team on: info@mceinsurance.com and include a screen shot of the error, along with your name, postcode and policy reference.

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OUR ADDRESS

MCE Insurance,
Sapphire House,
Crown Way,
Rushden,
Northamptonshire
NN10 6FB