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Frequently asked questions

Below, you’ll find answers to questions we get asked regularly about Aura, your black box device and the insurance products that we provide. 

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young lady holding theo black box device in car
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How to install your Theo device

Step by step instructions on how to correctly install your Theo device in your vehicle. Click on the image to view the video. 

Your Theo device

You can drive as soon as your policy starts but you will need to fit the Theo device as soon as it arrives. If you don’t fit your device, we may cancel your policy.

Your Theo device will be pre-assembled and sent to you through Royal Mail’s 24-hour tracking service.

As soon as you receive your Theo device, you’ll need to install it to the insured vehicle as soon as possible. Full installation instructions are provided with Theo, installation should take you no more than a couple of minutes.

Please secure your device in one of the positions recommended within the instructions. It is important that you don’t fit the device behind tinted or shaded glass. 

The device uses solar power to replenish its battery life.

Provided you don’t drive too many miles, the device should have enough power to last all year. If you receive a low battery alert, you can charge Theo by using a USB C charger. Do not remove Theo from the windscreen to charge it. 

 

This will issue a tamper alert and we will contact you to find out why Theo has been removed. You may need to purchase a new cradle to attach Theo back to the windscreen. In some circumstances, where Theo has purposely been tampered with, we may cancel your policy. 

Theo collects data on how, where and when you drive.  

It is important that you let anyone who uses your car know that the device will monitor how the car is driven. Should they drive poorly this will affect your score and could result in your policy being cancelled.

Your driving score

Please email [email protected] giving your policy number and details of your query and we will reply as soon as we can.

For more information on how we calculate your driving score, see driver score and alerts.

Your driving app

You can download the app through either the Apple store or Google Play store

Yes, your trips and driving scores are displayed in your Aura App.

About my policy

Yes, UK roadside assistance is included in the policy for assistance please call 0800 587 5548

Yes, Motor Legal Protection is included with your policy. The cover is provided by Winn Solicitors, who will provide support in recovering any uninsured losses, in the event of a claim.

Call 0344 576 1617, for more information.

If you or anyone acting on your behalf makes any claim or any part of any claim that is fraudulent, false or exaggerated or supported by any fraudulent device whether ultimately material or not;

We may

  • cancel or avoid your policy immediately and/or all other policies which you have with us from the date of the claim arising.
  • Refuse to pay the claim in its entirety.
  • Recover from you any costs incurred by the company.
  • Retain any premium paid by you.
  • Involve the relevant authorities in bringing criminal proceedings.

No Claims Bonus allows a policyholder to earn a discount towards the cost of their insurance for every year of claim free driving.

Protected No Claims Bonus allows you to keep your No Claims Bonus (NCB) even if you have to make a claim. To qualify for Protected NCB, you will need to have a minimum of 4 years NCB.

Please check your policy details to understand the exact terms as each individual insurer has their own ruling.

You can start earning a No Claims bonus on your policy if you’re claim free. 

No. Unfortunately we only accept No Claims Bonus earned in the UK (excluding Northern Ireland).

Your No Claims Bonus must have been earned within the last 2 years.

Some insurers on our panel may have the facility to offer this cover to your policy. Please check your policy schedule and read this in conjunction with your policy booklet to see if this cover is included on your policy.

One option is to pay for your insurance in full by debit or credit card. We don’t charge you any fees for payment by credit or debit card. Please note we do not accept American Express.

Alternatively, you could pay your insurance by Direct Debit through our third-party finance provider. This means you may pay a deposit (if applicable) and pay the rest over monthly instalments.

If you select to pay by instalments, it’s important that you are comfortable you can meet the number and cost of your monthly payments. Paying by instalments will be more expensive compared to paying in full. Other finance options may be available with other providers at a lower cost.

Changes in my details

When you call to inform us of change of vehicle, we will arrange for a new cradle to be posted to you. Please remember to remove your device out of your old car and use the new cradle to fit your device to your new car.

You can top up your miles at any time during your policy, just give our customer services team a call on 0330 127 4509.
  • If you are changing your vehicle.
  • Change of address or where the vehicle is kept overnight.
  • If you or a named driver changes occupation.
  • If you would like to add an additional driver to your insurance policy.
  • Your annual mileage has changed.
  • If you have any driving convictions.
  • Any change in use of vehicle.
  • Any modifications to your vehicle.
 

To make any changes to your policy give us a call on 0330 127 4509 and select option 2.

Policy cancellation

If you wish to cancel your policy, please either email [email protected] from the address we hold on file, or give us a call on 0330 127 4509 and select option 2.

We will stop collecting data once you have cancelled your policy. Once cancelled you can remove the Theo device from your windscreen. We will send you a pre-paid jiffy bag so that you can send the Theo device back to be recycled.

Once your policy has ended you can remove your Theo device but please don’t throw it away. We will send a pre-paid jiffy bag so that you can post the Theo device back to be recycled.

Renewing your policy

If you have purchased your policy via Direct Debit method, at renewal we may offer to renew it for you automatically. This provides you peace of mind that you don’t end up driving uninsured.

We will inform you if this is the case in your renewal reminder, which you will receive from us before your policy expires.

If you paid for your policy in full last year, we will not automatically renew your policy. We will send you a reminder with your renewal details before your policy expires, which will explain what you need to do to renew your insurance.

If you have any questions about your renewal or you would like to opt out of the automatic renewal, please call us on 0330 127 4509, select option 2. Alternatively, you can email [email protected] .

We will continue to collect data from the device and monitor your driving behaviour in line with your policy terms.

We will review all your driving behaviour for the previous year when calculating your renewal premium, that’s why it’s so important to drive well – the better your driving – the cheaper your renewal price will be.

Complaints

It is our aim to try and always provide you with a very high level of customer service. If you feel dissatisfied in any way with the service you have received we would like to hear from you. To register your complaint, you should contact us on any of the following:

Email: [email protected]

Telephone: 0330 127 4521.

For more information, refer to our Terms of Business Agreement.

Opening hours

Our opening hours are:

Monday to Friday: 9 am to 6 pm.

Saturday: 9 am to 1 pm.

Sundays: Closed.