FREQUENTLY ASKED QUESTIONS

Car insurance is a legal requirement in the UK, and by law all cars must have at least third party cover at all times. Luckily, it’s easy to buy an affordable car insurance policy from Go Girl.

And at Go Girl, we don’t just offer you high quality car insurance at great value – we aim to help you find the car cover that’s the perfect fit for you. The insurance we provide is straightforward and simple to understand; meaning that you can make decisions about your policy quickly and easily. And to help you further, we’ve put together a list of our most frequently asked questions.

WHAT IS VOLUNTARY POLICY EXCESS?

The voluntary excess is chosen by you and is the amount that you must pay, in addition to any compulsory excess, towards a claim where you are deemed to be at fault. Choosing a higher voluntary excess may reduce the premium you pay. With the car insurance quote you get from us online, you can choose to increase your excess and pay a lower premium if you so wish. You should bear in mind though that opting to pay a higher excess only makes sense if it does not exceed the value of your car, and you can easily afford to pay that excess in the event of making a claim. Details of your excesses will be shown on the premium page when you have completed your quote, and on your Policy Schedule and Policy Wording.

WHAT IS A YOUNG DRIVER EXCESS?

Young drivers excesses apply to any driver on a policy aged between 17-24. These excesses are due in addition to those shown in your Policy Schedule and Policy Wording. Read our policy wording to view our Young Drivers Excess table.

HOW DOES A NO CLAIMS DISCOUNT WORK?

Insurance companies reward careful drivers with No Claims Discounts (NCD). Each year that you avoid having to make a claim, we’ll increase the discount that you receive.

CAN I USE AN EXISTING NO CLAIMS DISCOUNT?

Yes, if you already have a No Claims Discount (NCD), please send us a copy of proof from your previous insurer, before your new Go Girl policy has been active for 14 days. Your NCD must have been earned on a private car or commercial vehicle policy in an EU country within the last two years and can not be in use on another policy. We can’t accept an NCD that was earned on a company car or fleet policy or as a named driver on somebody else’s policy.

WHAT ARE THE BENEFITS OF PROTECTING MY NO CLAIMS DISCOUNT?

If you have no more than two claims in any five year period, you will not lose any of your No Claim Discount. Protection may be available if you have 1 or more years No Claims Discount.

DO I NEED TO SEND GO GIRL PROOF OF MY NO CLAIMS DISCOUNT?

Yes, as soon as you can and we must receive it within 14 days. This is essential to validate your car insurance. The car insurance renewal notice received from your previous motor insurer during the last 24 months will show the number of years of No Claims Discount (NCD) you have earned. You must send this to us via email or post (contact details can be found here) within 14 days. This is essential to validate your car insurance. Please be aware that we will not be able to return your proof of No Claims Discount, so please make sure you have made a copy for your own records before sending it through.

HOW DO I CANCEL MY POLICY?

Different cancellation terms apply depending on how long you have had your policy. Please refer to our terms and conditions or contact our Customer Service Team on 0330 024 4747 or email customer.services@gogirl.co.uk

WHAT PAYMENT OPTIONS ARE AVAILABLE?

You can pay for your car insurance in full by credit or debit card, or you can also choose to spread the cost if you prefer. Please find more details on our terms and conditions page.

CAN I DRIVE SOMEBODY ELSE’S CAR?

This will depend on a number of factors. If cover for driving other cars is provided, it will be confirmed on the Quote page. Details will also be shown on your Certificate of Insurance under the permitted driver section. Please note that where cover is provided for driving other cars, it is limited to Third Party Only.

HOW DO I ADD A DRIVER TO MY POLICY?

To add a driver to your policy please call our customer services department on 0330 024 4747. Adding a driver may impact your premium with the cost depending on the driver’s details. To save time make sure you get as much information as possible about the additional driver before you call. You will need the drivers name, date of birth, date they became resident in the UK. occupation, licence type and date obtained and details of any accidents/claims, convictions and medical conditions and what they will be using the vehicle for.  You can add up to four additional drivers to the policy in total.

WHY DO I NEED TO SEND YOU COPIES OF ALL DRIVERS’ LICENCES?

By reducing the risk of fraudulent activity it enables us to offer you the best value premium. Just one of the ways we do this is to ensure we always collect copies of drivers’ licences to ensure the information people have given us is correct.

HOW DO I ADD BUSINESS USE TO MY POLICY?

If you need business use on your policy please call our customer services department on 0330 024 4747. If the change is as result of you or an additional driver changing their occupation don’t forget to let us know so we can make sure you have the correct cover.

IS LEGAL COVER INCLUDED?

To see if Legal Cover is included in your policy please refer to your policy schedule.

IS BREAKDOWN COVER INCLUDED?

No, breakdown cover isn’t included in the policy itself, but we’ve teamed up with the RAC so that you can purchase cover as an additional product if you require. To find out which level of cover is suitable for you, please visit our Policy Features and Benefits page.

CAN I DRIVE ABROAD?

You’ll be pleased to know that you are covered to travel abroad to the EU but please note that unless you’ve told us in advance of your travel plans, your cover provided will be restricted to the minimum required in the countries you’re visiting. However, please do get in touch to let us know your travel plans for the EU as we will provide full policy cover for up to 13 weeks free of charge. If you are travelling outside the EU please drop us an email including the details of which countries you are visiting and your departure and return dates and we may be able to arrange suitable cover for you. See our full Policy Wording  for more information.

If you require a Green Card to be produced, please contact Customer Services.

WHAT IF MY DETAILS OR CIRCUMSTANCES CHANGE?

You must let us know immediately of any changes to your circumstances as filled out in your policy details. This includes, but is not limited to, accidents (whether you were at fault or not), thefts (of or from the vehicle), disqualifications, convictions (motoring and criminal), change of your address, health matters, make and model of your vehicle, occupation (full or part time), use of your vehicle, vehicle modifications (cosmetic or performance enhancing), drivers, annual mileage, type of driving licence, changes of licence e.g. when you pass your driving test and the date the driving test was passed. Changes to your details may affect your premium. If you are unsure if you need to advise us of the change please contact us by email customer.services@gogirl.co.uk

WILL MY COVER BEGIN IMMEDIATELY?

If you have requested an immediate start date then yes, you’ll be pleased to know that your cover will start as soon as you have made a successful purchase. Alternatively, your cover will begin on the date you have selected. You will receive an email confirming your purchase and you will be able to view the start date and time of the policy in your policy documentation.  An email will be sent giving you access to your secure documents portal where you can view and download your policy documents.

IS MY PAYMENT SECURE?

To ensure the highest standard of online payment security, all transactions are supported by 3D Secure, which is designed to ensure enhanced security and strong authentication when you use your debit or credit card for online purchases. Depending on the type of card you are using it is called MasterCard SecureCode or Verified by Visa. To learn more about Verified by Visa and MasterCard SecureCode, please visit the official Visa and MasterCard websites via the links below:

> read more about Verified by Visa > read more about MasterCard Securecode

DO I NEED A GREEN CARD FOR DRIVING ABROAD?

Whether you need a Green Card will depend on which country you plan to drive in and if you will be taking a trailer or caravan.

You don’t need a green card for your main vehicle if you are driving in the EU – this includes Ireland, Andorra, Bosnia and Herzegovina, Iceland, Liechtenstein, Norway, Serbia, and Switzerland. If you are towing a trailer or caravan, you will still be required to carry a Green Card as proof of insurance.

If you are travelling to a country outside of the EU you will likely be required to carry a Green Card.  For example you may need to carry a green card to drive in Albania, Azerbaijan, Belarus, Moldova, Russia, Turkey and Ukraine.

For the most up to date information on countries that require a Green Card, visit the Government website.

What to do if you need a Green Card

If you are visiting a country that requires a Green Card please contact our customer services team or email us the following details:

  • the start and end date of your journey
  • the countries you are going to visit
  • your policy number
  • your address

You must have a printed copy of the document with you when driving. Electronic versions (e.g., screenshots as well as PDF copies on smart phones) will not be accepted by any authorities who require the Green Card to be produced for inspection.

DO I NEED AN INTERNATIONAL DRIVING LICENCE?

Depending on the country you will be driving in and the type of driving licence you have, you may require an International Driving Permit (IPD).

For the most up to date information including a full list of countries, their driving licence requirements and how to get your IDP, please visit the Government website.

I AM NO LONGER DRIVING MY CAR, DO I NEED INSURANCE? CAN I SUSPEND MY POLICY?

It’s a legal requirement for your vehicle to be insured, unless it has been registered with a SORN and is declared off the road with the DVLA. You can find out more about how to SORN your vehicle here. Also although you may be using your car less, depending on your level of cover for your vehicle, you will still be covered if your vehicle is stolen or is accidentally damaged.

As result of the lockdown, many of our Customers are driving less. If you previously used your car for business or did high levels of mileage before, you may want to consider updating these details if they won’t apply for the foreseeable future. If so, please give our customer service team a call to discuss your policy details.

I HAVE BEEN FURLOUGHED AS RESULT OF THE CORONAVIRUS AND I AM HAVING DIFFICULTY MAKING MY INSURANCE PAYMENTS, WHAT CAN I DO?

If you’re having financial difficulties, we may be able to change your payment dates or depending on your individual circumstances, reduce the payments for the next few months. The difference between your original monthly payment and the revised monthly payment will be applied to the remaining instalments, once the agreed reduced instalment months have finished. We will not charge any additional interest so the total payable won’t increase as a result.

Agreed payment deferrals will not have a negative impact on your credit score (if applicable).

What should I do next?

If you are having problems meeting your payments, please call us as early as possible so we can discuss your options and see if we can help. Don’t cancel any direct debit payments through your bank as this can result in your policy being cancelled.

I AM STRANDED ABROAD AND MY GREEN CARD IS EXPIRING. WHAT SHOULD I DO?

Please let us know and we will extend your Green Card cover free of charge.

MY MOT IS DUE TO EXPIRE AND I AM SELF-ISOLATING. WILL MY INSURANCE STILL BE VALID?

Your insurance will remain valid, as long as your car remains roadworthy. However, you must follow Government guidelines in order to ensure you’re still driving legally.

Visit the Government website for up to date guidance on Coronavirus and getting an MOT.

It is a condition of your policy to make sure that your vehicle is in a roadworthy condition so please make sure you still take the time to carry out basic vehicle checks such as checking tyre pressure/tread, water levels, ensuring windscreen liquid and oil are at the correct levels and that lights work.

Should you be self-isolating and require someone else to drive your vehicle to or from the MOT centre then you must ensure they are insured to drive your vehicle.

DO I NEED TO INFORM YOU IF MY OCCUPATION HAS CHANGED, IF I AM DOING VOLUNTARY WORK OR IF I NOW NEED TO DRIVE FOR WORK?

If your occupation or the nature of your employers business has permanently changed:  You must tell us to ensure that you are covered.

If you are doing unpaid voluntary work for the NHS and/or supporting those affected by COVID-19:  You will be covered, and you don’t need to tell us.

If your occupation has temporarily changed and you are not volunteering (i.e. you are being paid):  You don’t need to tell us and you will automatically be covered to drive your car to various places of work, regardless of whether or not your employer has changed, unless:

You are working as a courier, driver or chauffeur or you work in the motor trade:  In this instance please contact us to discuss your policy requirements.

WILL MY EXISTING CLAIM BE AFFECTED?

We are fully operational and continuing to provide a service to customers. Where possible we would prefer you to communicate by email. We are also limiting payment by cheque, and wherever possible, seeking make any payments to you by bank transfer.

WILL MY VEHICLE BE REPAIRED?

Vehicle repair and assessment is continuing, however there may be occasions where repairers and parts availability are delayed. Wherever possible we are seeking to mitigate those problems and provide assistance with a replacement vehicle.

WILL MY WINDSCREEN CLAIM BE DEALT WITH?

Yes, all windscreen claims will be dealt with, however, our suppliers are providing a prioritised service to emergency services and other essential businesses. That may result in some bookings taking longer than usual.