FAQ

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    Getting in Contact

    What’s the best way to get in contact?

    For new quotes use our online quote form.

    To renew your policy call 01933 429 604.

    If you’re an existing customer – Speak to the team on Livechat.

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

    For new quotes use our online quote form.

    To renew your policy call 01933 429 604.

    If you’re an existing customer – Speak to the team on Livechat.

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

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

    How do I renew my policy?

    If you’ve had your renewal through on email just give us a call on 01933 429 604 and we’ll get your next year’s policy sorted.

    For more details head to our Renewals 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?

    Use our online quote forms –

    Bike
    Car
    Van

    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

    Claims

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

    Speak to the team on Livechat by logging an FNOL or call 01933 351 528 immediately.

    For more details about claims head to our Claims Page.

    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 speak to the team on Livechat by logging an FNOL or call 01933 351 528.

    For more details about claims head to our Claims Page.

    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.

    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.

    But if you’re making a claim on your own policy, you can call us on 01933 351 528. The team is available between 8:30am and 5pm Monday to Friday.

    If someone is making a claim against you, email tpclaims@mceinsurance.com.

    If you have an ongoing non-fault claim and it’s being dealt with by our trusted business partners Plantec, or Fletcher’s Solicitors call on the below numbers:

    Plantec: 03330 035 818

    Fletcher’s Solicitors: 03300 130 251

    For more details about claims head to our Claims Page.

    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, but if you need to you can call us on 01933 351 528. The team is available between 8:30am and 5pm Monday to Friday.

    For more details about claims head to our Claims Page.

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

    Speak to the team on Livechat by logging an FNOL or call 01933 351 528 immediately.

    For more details about claims head to our Claims Page.

    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 email tp.claims@mceinsurance.com with a copy of your allegations and the details of our policyholder or the claim reference in the subject line.



    My Cover

    How do I check if I’m insured?

    The quickest and easiest way to check if you are insured is to visit AskMID and type in your registration number. The MID is the Motor Insurance Database which holds details of all vehicles insured in the UK. Be aware, sometimes it can take 48 hours for the database to update.

    If your vehicle isn’t insured and you think it should be, speak to the team on Livechat or call customer services on 01933 351 361.

    How do I find out when my policy goes live?

    The dates and time of when your policy goes live can be found on your Certificate of Motor Insurance and your Schedule (on the second page). These can both be found in your document portal.

    We will also send you an email when your policy goes live.

    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 document 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?

    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, MCE policies can only be taken out to cover a period of 12 months.

    Can I get insurance for just a few months?

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

    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.

    What’s my breakdown cover?

    You can check this in your full Assistance Policy Booklet available through the ‘My Policy Documents’ link.

    My Policy Documents can be found in your document portal.

    Am I covered to travel to Europe?

    Yes, with an MCE policy you are covered to ride/drive for 183 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 document portal.

    Am I covered if I breakdown in Europe?

    No, European Breakdown isn’t included with your policy.

    What happens if I don’t have a Green card and 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/drive for 183 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 document 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/drive for 183 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 document portal.

    Do you do delivery insurance for cars?

    No, MCE do not do delivery insurance for Cars.



    Make a change

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

    Speak to the team on Livechat.

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

    Speak to the team on Livechat.

    How do I add another rider/driver to my policy?

    Speak to the team on Livechat.

    How do I add another vehicle to my policy?

    Speak to the team on Livechat.

    How do I add business use to my policy?

    Speak to the team on Livechat.

    How do I update the registration number on my policy?

    Speak to the team on Livechat.

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

    Any changes will have an admin fee of £42 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 our 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.

    How do I change my payment details?

    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?

    Call 01933 351 361 and press 1, then 1 again.

    Where can I see the schedule of my monthly payments?

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

    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.

    You’ve taken a payment twice, what do I do?

    Call customer services on 01933 351 361.

    How long will a refund take?

    Once a refund is processed it should be with you within 5-7 working days.



    Documents

    Where are my documents?

    All your documents can be found in your document 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?

    Speak to the team on Livechat.

    Where do I find my insurance certificate?

    Your Certificate of Insurance can be found in your document portal.



    Cancellations

    How do I cancel my policy?

    Speak to the team on Livechat or email info@mceinsurance.com.

    To cancel your policy, we will need to know:

    The first line of your address
    Your postcode
    Your date of birth
    Your vehicle registration
    Your policy number

    Will I be charged for cancelling my policy?

    Yes, there is a Broker administration fee of £45 and an Insurer administration fee of £30.

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

    Will I get a refund if I cancel my policy?

    If you cancel within the first 14 days you may 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 fees and the process can be found in our Terms of Business.

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

    Speak to the team on Livechat or email info@mceinsurance.com.

    To cancel your policy, we will need to know:

    The first line of your address
    Your postcode
    Your date of birth
    Your vehicle registration
    Your policy number

    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.








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