Frequently asked questions
Below, you’ll find answers to questions we get asked regularly about Aura, your telematics device and the insurance products that we provide.
Your device
You can drive as soon as your policy starts but you will need to fit the device as soon as it arrives. If you don’t fit your device, we may cancel your policy.
Your device will be sent to you through Royal Mail’s 48-hour tracking service.
The telematics device is a small unit designed to be easily fitted to the 12v or OBD (on-board diagnostics) port of your vehicle.
If you remove the device, this will issue a tamper alert and we will contact you to find out why it has been removed. In some circumstances, where your device has purposely been tampered with, we may cancel your policy.
Your device monitors your driving behaviour. It collects data on how, where, and when you drive.
See How your driving data is used for more information
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
For telematics policies starting after 5th September 2024, contact Howden Driving Data: Please email [email protected] giving your vehicle registration number and postcode or call 0330 008 1339
For more information on how we calculate your driving score, see Driver score and alerts.
Your driving app
Yes, your trips and driving scores are displayed in your telematics app.
The app provides regular feedback on your driving and how to improve it.
About my policy
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.
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.
Unfortunately, we only accept No Claims Bonus earned in the UK.
Your No Claims Bonus must have been earned on a private car within the last 2 years on.
This policy only covers you for driving the car you took your policy out for. You are not insured to drive another car.
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
If you change your vehicle during the policy term you must inform us immediately. The good news is that your telematics device is transferable.
You will be required to remove the device from your current vehicle and install it in your new vehicle within 24 hours.
Here are some examples of the types of changes you will need to tell us about:
- 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.
There may be an amendment fee for processing this change, for further information please see the Terms of Business Agreement.
To make any changes to your policy give us a call on 0330 127 4509 and select option 3.
Our opening hours are:
| Monday to Friday: | 8am – 5pm |
| Saturday: | 9am – 1pm |
You can top up your miles at any time during your policy, just give our customer services team a call on 0330 127 4509.
It is important to be as accurate as possible when providing your mileage. Underestimating your mileage could invalidate your insurance policy and your insurer may refuse to pay out in the event of a claim.
To estimate your annual mileage, take a note of how many miles you drive in a week and multiply it by 52. Or, if you’ve had your car for over a year, you can compare the mileage on last year’s MOT document. If you don’t have the documents to hand, you can use the MOT checker on GOV.UK.
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.
Alternatively, please complete the online Cancellation Request Form.
We will stop collecting data once you have cancelled your policy. Once cancelled you can remove the device from your vehicle. We will send you a small plastic envelope so that you can send the device back to be recycled.
If your telematics policy began prior to 5th September 2024, please return your device to Freedom Connect:
Freepost TRAKM8
If your telematics policy commenced after 5th September, please return your device to Howden Driving Data:
Freepost HDD Returns
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.
Making changes to your instalment plan
You can change the payment dates on your instalment plan by visiting Close Brothers Online Portal.
You will need:
- Your email address.
- Your password.
- Your agreement number.
Your agreement number can be found on the credit agreement and the welcome pack sent to you by Close Brothers. Your agreement number is a 10-digit reference, which typically begins with 50.
By phone
Alternatively, call Close Brothers on 0333 321 8566 to change your payment date.
You can update your bank details for your monthly direct debit with Close Brothers by phone or email.
By phone
Call Close Brothers at 0333 321 8566 and speak to an agent to request the change.
By email
Email [email protected] to request a direct debit mandate form. Once you receive the form, complete it with your new bank details and return it to the same email address.
You will need
- Your agreement number.
Your agreement number can be found on the credit agreement and the welcome pack sent to you by Close Brothers. Your Close agreement number is a 10-digit reference, which typically begins with 50.
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: 8 am to 5 pm.
Saturday: 9 am to 1 pm.
Sundays: Closed.