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Car Hire Excess Insurance

Vehicle Hire Excess Insurance

from £2.99 for a single day policy
Travel Insurance

Travel Insurance

Trusted by over 300,000 travellers yearly!
Excess Protection Insurance

Motor Excess Insurance

from £35.84 for an annual policy
Gadget Insurance

Gadget Insurance

from £25.82 for an annual policy

Frequently Asked Questions

General
Vehicle Hire Insurance
Travel Insurance
Motor Excess Insurance
Gadget Insurance

GENERAL QUESTIONS

Still cannot find what you were looking for? Feel free to contact us directly.

  1. Is excess insurance compulsory?
  2. What is an annual aggregate limit?
  3. If I have purchased my insurance online, are my details safe?
  4. What makes up my policy?
  5. How do I redeem my loyalty discount?
  6. I need to amend my policy / details; how do I do this?
  7. How long is the claims process?
  8. How long do I have to notify my claim handlers?
  9. How does the claims process work?
  10. How do I ensure my loyalty discount is applied to my renewal?
  11. How long does it take for a payment to be refunded?
  12. Am I able to cancel and refund my policy?
  13. I received a payment error, what should I do?

ANSWERS

Is excess insurance compulsory?

No, excess insurance is not compulsory, however it is advised to get the cover in case an incident does occur. The first charge of a vast majority of incidents that do occur, will come out of your excess; effectively a deposit that you are asked to leave. By covering this portion of the insurance the risk of incurring charges is greatly reduced.

What is an annual aggregate limit?

The maximum amount payable in the period of insurance as shown in your certificate of insurance. Once the annual aggregate limit is exhausted this policy is automatically cancelled and you are then liable for all and any future excess payments as defined in your main insurance policy.

If I have purchased my insurance online, are my details safe?

Questor Insurance services limited work under the Data Protection Act 1998 and do not keep any of your payment details.

What makes up my policy?

Your policy is made up of your certificate of insurance and your policy wording.

How do I redeem my loyalty discount?

Use your renewal link (contained within renewal invitation email). Or select 'existing customer' during the quote process and your discount will be applied at the payment section at the end of the buying process.

I need to amend my policy / details; how do I do this?

For any policy amendments or change of details please email assistance@questor-insurance.co.uk or call 0333 323 0090.

How long is the claims process?

The claims process is dependent on the cooperation of the rental company in providing the supporting documentation required for the claim. Please register a claim with either White Horse Administration (policies purchased before July 1st 2014) or Orchard Administration (policies purchased after July 1st 2014) within one calendar month. Once the claim has been registered, please provide the claim handlers with the supporting documentation requested. Once all of the required documents have been provided, the reimbursement is made within 5 working days.

How long do I have to notify my claim handlers?

You must notify the claim handlers within one calendar month of the end of the hire agreement. For claims details, please refer to either your policy document or Certificate of Insurance and contact the claims handlers in the time frame specified.

How does the claims process work?

You would need to settle payment with the rental company first, and then claim the reimbursement back through our online claims process. As of the 1st July 2014, our claims are handled by Orchard Administration via their online website. The details of our claim handlers can be located in our policy document on page 4 of the Policy Document and at the bottom of the Certificate of Insurance issued after purchase.

    Claim Handlers: Orchard Administration (policies purchased after July 1st 2014)
    Website: https://claim.orchard-administration.co.uk
    Contact Number: 0333 323 0095
    Email Address: admin@orchard-administration.co.uk

Supporting documentation required during the claims process:

  1. Certificate Number and the Scheme Code both of which are shown on the Certificate of Insurance.
  2. A copy of and proof of purchase of your Hire Agreement.
  3. A copy of the local police report, if required by law in the country where the loss occurs.
  4. Your copy of the Hire Company accident damage report and a photographic picture of the damage caused.
  5. Invoices / Receipts / other documents confirming the amount you have paid in respect of the damage to the Hired Vehicle for which you are seeking reimbursement.
  6. A final repair Invoice from the repairing garage which details the breakdown of parts and labour.
  7. Copy of your credit/debit card statement showing payment of the damages which you are seeking reimbursement.
  8. Copy of the driving licence of the person named on the Hire Agreement in control of the vehicle at the time of the incident.
  9. Your bank details: a. UK Bank – Sort Code and Account Number b. Bank based outside the UK – IBAN and BIC.

How do I ensure my loyalty discount is applied to my renewal?

A loyalty discount will be applied if you are using the same email address you used when purchasing your previous policy with us, If you find your discount wasn’t applied, please email us at assistance@questor-insurance.co.uk. It would be useful if you could provide your new and old certificate number in the email as this will ensure a speedy response from the customer service team.

How long does it take for a payment to be refunded?

If you have cancelled your policy, a refund should take between 3-5 working days. The premium is refunded back to the card used during purchase.

Am I able to cancel and refund my policy?

Your premium will be refunded in full, provided You have not commenced Your Trip, have made or are intending to make a claim. You may be requested to provide documentary evidence in the event that You request to cancel Your policy after Your policy has incepted.

I received a payment error, what should I do?

If you have received a payment error notification, a member of our customer service team should be notified and contact you on the same day the payment error has been received. If a payment error has happened over the weekend, you will be contacted on Monday morning. You can then set the policy up via the telephone with the assistance of the customer service representative.

VEHICLE HIRE INSURANCE QUESTIONS

Still cannot find what you were looking for? Feel free to contact us directly.

Common FAQs

  1. What is car hire excess insurance?
  2. What is the difference between your Daily and Annual policy?
  3. Do you charge an additional fee for young drivers to be covered?
  4. Can I rent vehicles within 150km of my home address?
  5. What is the difference between Dual Lead Driver and an Additional Driver?
  6. Why is Collision Damage Waiver offered as an optional extra?
  7. Why is Collision Damage Waiver not available on the Europe policy?
  8. Do you cover Car Clubs?
  9. How long can I have one rental for on the van hire, minibus hire and motorhome hire policy?
  10. How long can I have one rental for on the car hire policy?
  11. Does my car hire policy cover me for a van, motorhome or minibus?
  12. Is there an excess applicable on any of your hire vehicle policies?
  13. I am trying to purchase a policy using today’s date but the website does not allow this, please can you advise?
  14. The dates on my policy do not match the dates on the rental agreement, am I still covered?
  15. I am going to extend my rental, do I need to extend the policy?
  16. Do you cover me if I am travelling through a National Park?
  17. Is the premium stated on the certificate of insurance the premium I have paid?
  18. Am I covered for mechanical or electrical breakdown?
  19. When would I be covered for towing costs?
  20. Am I covered for hiring from Green Motion branches, other than Leicester and Luton?
  21. I haven’t received my confirmation email, what should I do?

What am I covered for?

  1. Are tyres, windscreens and key cover included in our policy?
  2. Why do I still need to give the rental company my credit card details if I have taken out this excess waiver insurance with you?
  3. What is Extended Rental Cover?
  4. What is Battery Failure Cover?

Eligibility

  1. Do you have to be a UK resident to buy this cover?
  2. What age do you have to be?
  3. Do you have to have a UK Driving Licence?
  4. Can I add drivers to my Annual policy over the course of the year? How many drivers can I have on my policy?

How do I Claim?

  1. How do I claim?

ANSWERS

What is car hire excess insurance?

Protects the excess of the insurance policy you get when you rent or hire a vehicle covered by the policy.

When you rent a vehicle from a car rental company you have a financial liability to the car rental company for the first part of any damage to the vehicle during the hire period, this liability is normally described as the car rental excess. Our policies are designed to cover you for this part of the insurance.

What is the difference between your Daily and Annual policy?

The Daily policy will cover a single rental agreement up to 180 days in length.

The Annual policy will cover unlimited rentals throughout the year subject to each rental being less than 31 days at a time.

Do you charge an additional fee for young drivers to be covered?

No.

Can I rent vehicles within 150km of my home address?

Yes, near home rental is included in our policy. You do not need to commence the rental after 150kms of your home address.

What is the difference between Dual Lead Driver and an Additional Driver?

The Dual Lead Driver option can allow two lead drivers who are permanently resident at the same address to rent vehicles independently in either of their own names. An additional driver is only covered when they are driving the rental in the name of the lead driver and when named on the rental agreement. Additional drivers are not covered to rent independently in their own name. To confirm if the driver is covered to rent a vehicle in their name, please check if it confirms yes under the Lead Driver section on the Certificate of Insurance.

Why is Collision Damage Waiver offered as an optional extra?

Collision Damage Waiver (CDW) is offered as an optional extra to increase the amount insured from £6,000 to £50,000. Collision Damage Waiver is a main insurance to cover the full value of the rental vehicle. This can sometimes be included in your rental package by the rental company. You would need to check with the rental company if you are covered under your rental package for Collision Damage Waiver. If this is not included in the rental package, you can add this as an optional extra on our worldwide policy to cover you for up to £50,000 for any damage caused to your hire vehicle.

Why is Collision Damage Waiver not available on the Europe policy?

Most rental companies in Europe include Collision Damage Waiver in their rental package upon hiring the vehicle. However, you would need to check with the rental company as to if this is provided. If the European hire vehicle does not have Collision Damage Waiver included, you would be required to purchase a worldwide policy with Collision Damage Waiver as an optional extra.

Do you cover car clubs?

Yes, I can confirm that both our car hire excess insurance policy and our car club excess insurance policy would cover hiring from a car club. Please be advised, you would not be covered for hiring a vehicle from an individual.

How long can I have one rental for on the van hire, minibus and motorhome policy?

The van hire and minibus hire policies can cover rentals for up to 14 days and the motorhome policy can cover rentals of up to 45 days. The rental period must not exceed the maximum amount of days covered. If you intend to have a rental for longer than 14 days or 45 days, you would need to return the hire vehicle and have a new rental agreement in place to be covered. The claim handlers must be able to see that the rental period has not exceeded the maximum amount of days for the type of hire vehicle.

How long can I have one rental for on the car hire policy?

You can have any one hire vehicle for up to 31 days on our standard policy. This is the maximum amount of days for one hire period. However, should you wish to increase the amount of days from 31 to 60, you can purchase the Extended Rental Cover option for an additional premium. This means that you can be covered for up to 60 days for any one rental period. In the event of a claim, the claim handlers must be able to confirm on the rental agreement that the rental has been less than 31 days (on the standard policy) or less than 60 days (with Extended Rental Cover purchased).

Does my car hire policy cover me for a van, motorhome or minibus?

The car hire policy covers you for car rentals up to 9 seats. This does not cover you for a van, motorhome or minibus hire. However, we provide separate policies to cover each of these types of hire vehicles. The excess can be covered for up to £2,500 for ANY physical loss or damage to the hire vehicle excluding the interior or any contents.

Is there an excess applicable on any of your hire vehicle policies?

If claiming on our car hire policy, an excess of £50.00 is applied if claiming under the Personal Effects section of the policy. No excess applies if claiming under any of the other sections of the car hire policy including the Excess Reimbursement section for damage to the hire vehicle. If claiming under the van or minibus policy, an excess of £200.00 is applied to any claim. If claiming under the motorhome policy, an excess of £350.00 is applied to any claim./p>

I am trying to purchase a policy using today’s date but the website does not allow this, please can you advise?

If you are purchasing a policy using today’s date as you are collecting the hire vehicle on the day, please call us on 0333 323 0090 or 0333 323 0090 (for outside of the UK). Please confirm to the customer service representative that the hire vehicle has not been collected. We do not allow today’s date on our website as the policy must be purchased prior to the collection of the hire vehicle and therefore you would need to call us to arrange. If the hire vehicle has already been collected, we are unable to provide you with a policy to cover your current rental period.

The dates on my policy do not match the dates on the rental agreement, am I still covered?

A term and condition of our policy is that the dates on the policy must coincide with the dates on the rental agreement. If the dates on the rental agreement do not match the dates on the policy, you would not be covered for the rental period. If purchasing a policy online, please purchase the policy the day before the rental is due to commence as we do not allow today’s date on our website. You would not be covered under this policy if the dates do not coincide, this is regardless of the date of incident or damage.

I am going to extend my rental, do I need to extend the policy?

The dates on the rental agreement must match the dates on the policy. Please contact us on either 0333 323 0090 or 0333 323 0090 (for outside of the UK) before the policy ends to extend the dates of the policy. If you contact us after the policy has expired, we would be unable to extend the policy and the entire rental period would not be covered.

Do you cover me if I am travelling through a National Park?

Driving in a national park is not specifically excluded by our policy as a national park is not classed as a safari or adventure trail as per our policy wording. I can confirm that you would be covered for hiring a vehicle and driving through a national park provided that the roads are deemed for public use. The roads you are driving on must be accessible by all types of vehicles. If the road is specifically designed for a certain type of vehicle such as a 4x4, this would not be covered under the terms and conditions of your excess insurance policy. If the route that you are using in the national park is the only route to your accommodation during the trip, this is also taken into consideration by our company. If you are unsure as to if the type of road you are going to be driving on is covered, our customer service team can be contacted via telephone, email or live chat to confirm if your particular route would be covered by your policy.

Please note, if the vehicle is classed as a van or minibus, this rental must commence and terminate in the United Kingdom. Our vehicles are classified as per the www.gov.uk website and are either classified as an M1 category for a car or an N1 category for a van.

Is the premium stated on the certificate of insurance the premium I have paid?

The premium stated on the certificate of insurance is the full premium for the policy. This premium will not take into account if a discount has reduced the final premium paid.

Am I covered for mechanical or electrical breakdown?

Our excess insurance policies do not provide cover for mechanical or electrical breakdown. However, if the Battery Failure optional extra has been purchased, you would be covered for replacing the vehicle battery.

When would I be covered for towing costs?

You would be covered for towing costs arising from an accident, theft, malicious damage, fire or mechanical breakdown to the nearest premises owned by the Hire Company or the original pick up location whichever is closest.

Am I covered for hiring from Green Motion branches, other than Leicester and Luton?

Yes, I can confirm that you would be covered for hiring from branches of Green Motion, our only exceptions are Green Motion in Leicester and Green Motion in Luton.

I haven’t received my confirmation email, what should I do?

Our confirmation emails are sent directly from our system to the email address on the account straight after purchase. Please ensure that both your spam and junk folder are checked as our emails can sometimes be received into this inbox depending on your security filter. If the emails have not been received to either your main inbox or your spam/junk folder, please contact us on 0333 323 0090 or assistance@questor-insurance.co.uk.

Are tyres, windscreens and key cover included in our excess policy?

Yes! Tyres, windscreens and key cover are all included in our car hire excess insurance policies.

Why do I still need to give the rental company my credit card details if I have taken out this excess waiver insurance with you?

This is a reimbursement insurance which means you have to suffer a loss first, that is, pay the excess / cost for damages to the rental company, then claim back on this policy to reimburse you the costs paid out (up to the cover limit as displayed on your Certificate of Insurance).

What is Extended Rental Cover?

This optional extra is available on our annual car hire insurance policies. It extends the maximum length of any one rental from 31 to 60 days

What is Battery Failure Cover?

This optional extra will cover you up to £200 in the event that the battery of the Hired Vehicle fails and you incur the following charges –

  1. Cost of replacing the battery and fitting charges
  2. Your additional travel expenses
  3. The Hire Company providing you with a replacement Hire Vehicle

Do you have to be a UK resident to buy this cover?

Any person living in one of the Countries listed below is eligible to purchase this Policy.

  • United Kingdom (including England, Scotland, Wales, Northern Ireland, Channel Islands and Isle of Man)
  • Austria
  • Belgium
  • Cyprus
  • Denmark
  • Finland
  • France
  • Germany
  • Ireland
  • Italy
  • Malta
  • Netherlands
  • Norway
  • Portugal
  • Spain
  • Sweden
  • Switzerland

What age do you have to be?

Vehicle Min Age Max Age
Car 21 84
Motor Home / Camper Van 24 74
Van 24 74
Mini-Bus 24 74

Do you have to have a UK Driving Licence?

You must hold a full UK, EEA or Swiss driving licence.

Can I add drivers to my Annual policy over the course of the year?

Additional drivers can be added to the policy provided a rental has not already been collected where the additional driver has been named on the rental agreement at the beginning of the hire. To add an additional driver, please contact us on either 0333 323 0090 or assistance@questor-insurance.co.uk to confirm your policy details and the name and age of the additional driver. The policyholder can add up to maximum 5 additional drivers at one time. Additional drivers must be named on both the certificate of insurance and the rental agreement to be covered.

How do I claim?

You need to report a claim within 31 days of the incident or accident occurring and can do this in several ways:

    Policies purchased on or after 1st July 2014

    If your policy was purchased on or after 1st July 2014 please go to the claim administration company Orchard Administration Limited website https://claim.orchard-administration.co.uk to submit your claim. You will need your certificate number start C100, C151 or C153 and the Claim Scheme ID which you will find on your certificate of insurance. Orchard's claim system will allow you to submit your claim and monitor progress to obtaining a settlement. If you do not have access to the Internet please call Orchard Administration on 03333 230 095 (local call rates apply) or +(0)1634 382 574 from outside the UK.

    Policies purchased before 1st July 2014

    If your policy was purchased before 1st July 2014 please contact the claim assistance company White Horse Administration Services Limited by email queries@white-horse.ie. Please quote the insurance certificate number starting C100 or C151 or C153/ and Questor Insurance in your email. The telephone number is 0871 664 7995. (Calls from BT land lines cost 10p per minute. Calls from mobiles and other networks may be extra.)

TRAVEL INSURANCE QUESTIONS

Still cannot find what you were looking for? Feel free to contact us directly.

Common FAQs

  1. What is travel insurance?
  2. Does the price depend on age?

What am I covered for?

  1. Will you cover the cost of my holiday if I have to cancel it?
  2. Is there an excess on the Travel insurance policies?
  3. Are my children covered under my travel insurance policy?
  4. Will my travel insurance cover pre-existing medical conditions?
  5. Is it pre-existing before travel or before the policy commences?
  6. How long am I covered for under the single trip policy?
  7. How long am I covered for under the annual policy?

Eligibility and Destinations

  1. I am booking multiple holidays this year (what a dream this would be!); some even to another continent! Where can I get cover for?
  2. What age do I need to be to take out travel insurance?

ANSWERS

What is travel insurance?

Insures you when you take a trip for business or pleasure.

Does the price depend on age?

No.

Will you cover the cost of my holiday if I have to cancel it?

Under certain circumstances we cover both cancellations and curtailments. Further information on these circumstances can be found in our policy documents.

Is there an excess on the Travel insurance policies?

There is an excess of varying amounts depending on the level of cover you choose.

Are my children covered under my travel insurance policy?

Yes, provided that you have purchased the correct policy type to include them and their names are confirmed on your insurance certificate.

Will my travel insurance cover pre-existing medical conditions?

The policy does not cover any pre-existing medical conditions. Please refer to the policy wording for full details of what is and is not covered.

Is it pre-existing before travel or before the policy commences?

The pre-existing medical condition is before travel. If the policy has incepted and anyone named on the policy has been diagnosed with a medical condition, the policy is then void. Our Travel Insurance policy does not respond for anyone with a medical condition regardless of if this had been diagnosed after the inception of the policy.

How long am I covered for under the single trip policy?

Our single trip Travel Insurance policy would cover you for up to 180 days in total. The exact dates of the trip must match the dates on the Travel Insurance policy for anyone named on the policy to be covered.

How long am I covered for under the annual policy?

Our annual policy would cover you for trips up to 31 days in length. We would not cover you for holidays longer than 31 days in length.

I am booking multiple holidays this year (what a dream this would be!); some even to another continent! Where can I get cover for?

We have European and Worldwide policies; covering everything from day cover to annual cover.

What age do I need to be to take out travel insurance?

Single Trip Policies: -

  • To Purchase a single trip policy you need to be aged 18 and above.
  • If you are not travelling to the USA, Canada or the Caribbean – Under 75 years at the time of purchase of the policy.
  • If you are travelling to the USA, Canada or the Caribbean – Under 66 years at the time of purchase of the policy.
  • Annual policies – Under 65 years at the time of purchase of the policy.
  • Backpacker policies – Under 46 years at the time of purchase of the policy.

MOTOR EXCESS INSURANCE QUESTIONS

Still cannot find what you were looking for? Feel free to contact us directly.

Common FAQs

What am I covered for?

How do I Claim?


ANSWERS

What is excesses protection insurance?

Excess protection insurance protects the excess on commonly purchased personal insurances. A policy can be purchased to insure the excesses on your car, motorcycle or van providing you with an additional level of protection. Check out ourMotor Excess Protection Insurance policy for more details.


What excesses can be protected?

Private Motor Excess Insurance is our current favourite package of excesses' that we can cover for you with this unique product.

What is meant by the ‘Annual Limit’

The Annual limit is the total amount of excess you can claim back in the 12 months of your policy period. It is an aggregate limit so you may have several claims but once your limit is reached the policy automatically expires.

What Annual Limits can I choose from?

Depending on the amount in total you wish to have, we offer 4 different Annual Limits:

  1. £300
  2. £500
  3. £750
  4. £1000

What is a waiting period?

A period of time before you are able to make a claim; to protect the underwriter from anyone who already has issues prior to purchasing a product.

When will my cover come into effect?

Cover will only operate when the excess of the main insurance policy is exceeded following a successful claim payment.


How do I claim?

To report a claim please register a claim with ClaimEz at https://www.claimez.com/ quoting the scheme code located in the top right hand corner of your Certificate of insurance.

What do I need to submit to make a claim?

You need to provide ONE of the following; either:

  • A copy of Your Questor Certificate of Insurance
    OR
  • A copy of Your Settlement letter from your insurance company stating the amount settled and the excess deducted
    OR
  • A copy of the Insurance Certificate showing the excess applicable and persons covered for the insurance

GADGET INSURANCE QUESTIONS

Still cannot find what you were looking for? Feel free to contact us directly

Common FAQs

What am I covered for?

Making a claim?


ANSWERS

What is Gadget Insurance?

Gadget Insurance is protection for your Gadget in the event of damage, theft or loss. Gadget Insurance is not compulsory but can help to protect you.

What types of Gadgets do you cover?

Our Gadget Insurance covers Ipods, MP3s, Ipads, Laptops, Tablets, Phones, Sat Navs, Portable Game Consoles, E Readers, Cameras and DVD players. However, some of these Gadgets are not covered under the Loss section of the policy.

Are the Gadgets replaced as new?

Our Gadget Insurance policy is not a “replace as new policy”. The policy attempts to replace the Gadget with an identical item of similar age and condition. The Gadget would be replaced with one of comparable specification or equivalent value if the Gadget cannot be replaced with an identical item of the same age and condition.


Am I covered for loss or damage to accessories?

No, our policy specifically excludes loss or damage to accessories. You can find this stated in the terms and conditions of our policy document.


What are the sections of the policy that I can claim under?

The sections that you can claim under on our Gadget Insurance policy include:

  • Accidental Damage
  • Theft
  • Loss
  • Liquid Damage

How many times can I claim on the policy?

You can make one claim under each of the sections on the policy for the Gadgets named. This means that you can make a claim for Accidental Damage, Theft, Loss and Liquid Damage once on the policy. Once you have claimed under each section of the policy, the policy would become void.

How long before I can make a claim?

A 14 day waiting period is applied to this policy. No claims are accepted within the first 14 days of the policy commencing.

What are the main exclusions of the policy?

You would not be covered for leaving Gadgets unattended, not taking reasonable safety precautions, causing deliberate damage, or neglecting the Gadget.

How many times can I replace my Gadget?

You are entitled to one replacement per year through our Gadget Insurance policy.

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