COVID-19 help, support and FAQs
Opening Times : Our opening times are: Monday - Friday 08:00 - 20:00 & Saturday - Sunday 09:00 - 16:00


Frequently Asked Questions

See below a list of our most frequently asked questions. Here, you can see further information about documents, policy change, renewals, claims, making a payment and more. If you don’t find the answer you’re looking for you can contact us through Live Chat.


We can offer a quote to extend your policy to cover more than one vehicle on a temporary, short-term basis. Please speak to one of our live chat agents for further information. Please note not all insurers we represent can offer temporary cover as part of the existing policy, we can however still offer temporary cover via this link.

If you need cover for the additional vehicle on a permanent basis, you would need to purchase a second policy via the get a quote link on our website. One Call may be able to offer a discount if you contact us directly for a quote.

Yes - You have to declare any claims and convictions that you have received on your driving licence, whether you received them on your motorbike, car, van or any other type of motor vehicle. We also need to know of all claims or convictions within the last 5 years.

Yes - You have to declare any claims that you have been involved in either as a policyholder or driver, even if you were not at fault, and if you claimed against another drivers policy.

If you haven't already, then we ask that you please contact the appropriate department using our Live Chat service.

Live Chat opening hours

Monday to Friday: 08:00am - 8:00pm
Saturday & Sunday: 09:00am - 4:00pm

All staff within the company have been trained to give a high level of service and will try to resolve any dissatisfaction where possible. If an agent is unable to reach a satisfactory resolution for you they will refer you to their line manager who will also try to resolve your complaint to the highest standard possible.

You can also register your complaint directly to the relevant department, or the Complaints Handling Manager, via our free post address at;

Free Post
PO BOX 664

An unrated insurer is an insurer that does not carry an insurer financial strength rating given by international rating agencies, such as Standard and Poor’s 500 index (S&), Moody’s, Fitch Ratings and A.M. Best. An insurer financial strength rating ‘provides an assessment of the financial strength of an insurance organisation’ and its ability to pay claims to its policyholders.

Each agency has its own methodology, but ratings are usually organised on a scale based on letter grades to indicate the degree of credit risk. For example, an ‘A’ rating means that the insurers have an excellent ability to pay out claims, while a ‘C’ rating means that the insurer has a weak ability to pay out claims.

Some unrated insurers have been trading in the United Kingdom for many years, and so failure is not seen as likely, but this is not any sort of guarantee and such firms can fail given the appropriate combination of circumstances. However, just because an insurer is rated does not mean they cannot get into difficulty.

Risks of using an unrated insurer include:

  • Unrated insurers may be based overseas and outside the influence of UK regulation. The home state regulation they are subject to may be less intrusive, less rigorous or a lighter touch than that of the UK Prudential Regulation Authority (PRA) / Financial Conduct Authority (FCA).
  • In the event of an overseas insurer failing, claims may have to be directed to an overseas equivalent of the UK Financial Services Compensation Scheme (FSCS), and this may bring delays in dealing with the claim.
  • Unrated insurers lack independent corroboration of the quality of their current financial stability. As your Insurance Broker, we carry out monthly due diligence checks on our entire panel of insurers, Underwriting Agencies & Managing General Agents and the underlying insurance provider. We are confident in the panel we choose to do business with.

Some of the benefits of using unrated insurers include the following:

  • You may only be able to source cover from an unrated insurer due to your particular circumstances
  • They may offer comparably lower prices than an alternative rated insurer
  • There is no legal requirement for an insurer to be rated; brokers are not obligated to restrict placing business with rated insurers only

Our Pay as you Drive policy puts you in control of your insurance costs, as you’re only required to pay for the miles you drive and a fixed-price parked-up charge – it’s as simple as that.

Click here to find out more.

My Portal

You will receive an activation email with a link to activate your account, you will simply need to click on the link and create a password for your account, this will then allow you to log in and view your policy details. If you did not receive your activation email please click here to register your account now.

To reset your password you will need to request a reset email, you can do this here, once you have filled out this form you will receive an email with a link to reset your password.

Yes, as long as your policies are under the same policyholder, and have been linked on our system, all of your documents will be within the same account, if all of your documents aren’t showing in your account you can use our Live Chat service where an agent can email the documents to you.

To make a change on your policy such as a change of vehicle, change of address, adding an additional driver or adding business use please use your Customer Portal Open 24 hours a day, 7 days a week.


There are some occasions where you’ll be asked to provide your driving licence details in order for your driving history to be checked. If this is needed we’ll contact you to let you know. This will include your driving licence number, national insurance number and the postcode connected to the licence. This enables us to check your information using the DVLA’s Share My Licence System. You can quickly and easily upload your information via our customer portal customer portal

If you don’t want to supply us with your national insurance number, you can instead provide us with the last 8 digits of your driving licence number along with a check code from the DVLA . Failure to provide this information when requested could result in your policy being cancelled.

Some of our insurer partner may ask you to share your driving licence details with us. As part of these validation checks we’ll need you to provide your driving licence number and national insurance number.

This information is used by the DVLA to complete a driving licence check. We do not store your national insurance number and only use it for the purposes of the validation checks. You can quickly and easily upload your information via our customer portal customer portal

If you don’t want to supply us with your national insurance number, you can instead provide us with the last 8 digits of your driving licence number along with a check code from the DVLA

At One Call, we understand that our customers value their privacy. This is why we keep your contact details secure, only to be used by us, and never passed on to other companies for any marketing purposes. To view more information on how your data will be used, please visit to view our privacy policy.

As your No Claims Bonus can represent a significant discount on the price of your policy, we may require proof to confirm you are entitled to this. This proof needs to be either your most recent renewal notice or a letter from your previous insurer confirming your No Claims Bonus.

In order to be valid these documents need to show the number of years of No Claims Bonus, the expiry date of the policy they are from, the policy number, and to be on company headed paper showing the name of the insurer.

If you do not provide proof when requested, your discount may be removed and an additional premium could be added to your account. Your No Claims Bonus proof can be uploaded by logging in to the Customer Portal.

If we have requested your driving licence details, but you are driving in Great Britain (GB) on a licence issued in a European Community/European Economic Area (EC/EEA) country, we will not be able to validate your details through the Share My Licence system.

Instead, you only need to send us copies of the front and back of the photo card licence for each named driver on the policy. These can be uploaded via our customer portal.

We would require you to upload written proof to the Customer Portal. This needs to be from the insurer you were with at the time of the claim, and must confirm that the claim was settled as notification only.

To receive your proof of No Claims Bonus from One Call Insurance your policy must be inactive and you must have no outstanding balance owed on your account.

For your proof of no claims bonus your new insurer will accept your renewal notice. This is available in your Customer Portal , open 24 hours a day, 7 days a week.

Cyber incident and temporary disruption

On May 13th we began experiencing some disruption to our IT systems. Since then, we have worked with a dedicated team of forensic specialists to restore our systems and investigate the situation.

All of our systems were very quickly restored in a new, secure environment, which enabled us to support existing customers as a priority and more recently new business.

The forensic specialists who investigated what happened have confirmed that the disruption was the result of a ransomware incident. Our IT team took steps to mitigate the impact of the attack by shutting off our servers.

When the investigation was at an early stage, we notified the Information Commissioner’s Office and other regulators as a precautionary measure, and we will of course complied with our regulatory requirements as we continued to respond to this incident.


Close Brothers Premium Finance are a premium finance provider for One Call.

If your direct debit has been funded by Close Brothers Premium Finance any payments made will show One Call on your bank account but their name will appear on letters they send to you relating to your Direct Debit.

Due to the process involved, our finance providers apply an administration fee which covers the administration involved in bringing the payment up to date. Details of your finance providers fees will be outlined in your direct debit agreement sent by them.

Provided the agreement is still running you can either ring your finance provider directly to make payment, or contact One Call via our live chat service and we will forward the payment to your finance provider or alternatively you can visit our Payments page to make payment online or find the contact details for your finance provider.

The direct debit date can be changed at no cost, however the change can only be made once the first payment has cleared and the account is up to date. There must also be 7 clear days either side of a payment.


A renewal pack will be posted to you at least 21 days before your policy is due for renewal.

This quotation will be based on the information you provided to us previously and will contain your renewal confirmation and include the cost of renewing your policy.

It is your responsibility to let us know about any change in circumstance, as any changes could affect the policy terms or premium.

All annual policies will automatically renew unless we make you aware otherwise. If you wish to stop your policy from automatically renewing, please contact the relevant department via our Live Chat service to discuss. Please note if you contact us within 5 days of the renewal date the payment details for the renewal may have already been processed as shown below.

If you are paying for your insurance by Direct Debit we will automatically renew your policy and issue confirmation via email along with your new insurance documents, approximately 5 days before your renewal date. Your Direct Debit collections will continue on the same date as you have previously paid.

If you are paying in full by credit/debit card, where we hold valid details we will debit the account from which you paid for the original policy with the full amount of your renewal premium up to 5 days before your renewal date. Please refer to our Information Booklet for full Terms and Conditions.

If we do not hold valid Direct Debit or debit/credit card details, you can arrange your renewal by speaking to one of our Live Chat renewal agents.

Live Chat opening hours

Monday to Friday: 08:00am - 8:00pm
Saturday & Sunday: 09:00am - 4:00pm

Yes you can, if you have received your renewal notice and would like to pay with a different card to what we have on record, or your policy is not set to automatically renew. To make a payment click here.

Payments are processed within 24 hours, once your policy has been renewed you will receive confirmation by email and your new documents will appear in your customer portal.


If you are involved in an accident or your vehicle is damaged, stolen or vandalised you will need to call our Claims department on 0203 738 7300. Please note it is a requirement to promptly report all incidents even if you do not wish to claim for your own damage, as it may cause difficulties if a claim is reported at a later date.

To ensure we can deal with your claim quickly and effectively, all claims must be reported within 24 hours of becoming aware of the incident

You must stop if you are involved in any incident. If you own the vehicle, you must give your name, address and insurance details to anyone who has a good reason for asking.

If you do not own the vehicle, you must give the owner's name and address and the registration number of the vehicle. Do not apologise or admit fault.

Please collect the following information to give to the One Call Accident Helpline as this will help us speed up your claim; full details of the other driver(s), phone number(s) and registration number(s) as this information will allow us to contact anybody else involved.

You also need to make a note of injuries caused, witnesses, police officers and report references. We will then provide you with the support and information you will need to get your vehicle back on the road as quickly and safely as possible.

You can claim on your policy if your vehicle is hit by an uninsured or unknown driver providing you have a comprehensive policy.

This will affect your NCB unless we can claim our costs back from the Motor Insurance Bureau. Please call our Claims department for more information on 0203 738 7300.

This varies depending on your insurer. Typically 14 days notice is given for you to replace the vehicle on the current insurance, or the policy will be cancelled.

Please note your policy will never be automatically cancelled from the time the vehicle is written off unless at least 7 days prior notice has been given to you that this will occur.

If you are paying by Direct Debit or another payment plan and have only paid a proportion of the premium then you will be required to pay the full amount outstanding.

If the premium was paid in full, no refund will be given.

When representing you we will do our very best to persuade the other driver, or their insurer, that the accident was their fault, so long as the evidence or circumstances support this. This is done by presenting them with all the evidence that you have provided us with and that we have gathered.

We will always act to defend your position, but if the evidence does not fully support either driver's version of the incident, everybody involved may have to take some responsibility. In this instance we will negotiate the best possible settlement with the other driver.

Home Insurance

At present home security checks are not considered by insurers when calculating your premium. However, at One Call we will be encouraging our panel of insurers to consider homes that have had a security check to be a potentially safer risk, so it may result in premiums reducing in the future.

You can specify an item on your policy at inception or if your policy has already come into effect then please speak to one of our Live Chat agents with this request.

If you have specified an item that is of high value on your home insurance, you need to provide a valuation or a receipt of that item for proof of value.

In the event of a claim, you should contact our dedicated claims team at One Call Claims .

For new claims, the team are available 24 hours a day, 365 days a year on;

0203 738 7300

To ensure we can deal with your claim effectively, all claims must be reported within 24 hours of becoming aware of the incident.