Service & Policy Admin FAQs

Jump to section:

• Cancellation
• Fees
• Keeping In Touch
• Making A Claim
• Making Changes To Cover
• My Online Account
• Payments
• Policy Documents
• Renewal

Cancellation

Will I get a refund if I cancel?

You will normally receive a pro-rata refund of any insurance premiums paid, subject to no claims being made.

How much does it cost to cancel?

If you cancel within 14 days from the day of purchase or the day on which you receive your policy documentation, whichever is the later, you are entitled to a full refund of the premium unless you have made a claim.  Where cancellation is taking place after the first 14 days, you will receive a pro-rata refund based on the time you have been on cover.  If you have made a claim, no refund will be due.  A £60.00 cancellation charge will apply. If you pay by instalments you also need to refer to your credit agreement with Premium Credit Limited.

How do I cancel my policy?

Please contact us using Online Chat

Fees

What happens if I don't sign my credit agreement?

Premium Credit will still collect the first payment due. If you fail to sign the credit agreement online they may add a £10 charge to your account.

Is there a fee to arrange my insurance?

Yes there is a non-refundable arrangement fee of £35.00 applied to all policies, both new business and renewals. This is included in the price you have been quoted and is not in addition to the premium.

How much does it cost to make changes to my policy?

If you make a change to the Statement of Fact, for example, add a lodger, tell us that renovations are in progress etc, a £30 administration fee will apply. Sometimes changes will result in an amendment to the premium, for example adding cover, change of address. This could mean a refund or an additional premium to pay and will be in addition to any administration fee that applies. Changes to risk can also adjust the terms of the policy i.e. if you are going to leave your home unoccupied, the insurer may want to ask for increased security

How much does it cost to cancel?

If you cancel within 14 days from the day of purchase or the day on which you receive your policy documentation, whichever is the later, you are entitled to a full refund of the premium unless you have made a claim.  Where cancellation is taking place after the first 14 days, you will receive a pro-rata refund based on the time you have been on cover.  If you have made a claim, no refund will be due.  A £60.00 cancellation charge will apply. If you pay by instalments you also need to refer to your credit agreement with Premium Credit Limited.

Are there any charges or fees for paying by direct debit?

A 15% surcharge is included in the price you are quoted to pay by direct debit. (30.1% Representative APR) If you do not sign your credit agreement with PCL, a £10 fee is payable.  In the event of a payment default, a fee of £27.50 will be applied.

Keeping In Touch

What’s the best way to communicate with Intelligent Insurance?

As an online company, it is always quicker and easier to reach us using Online Chat during our office opening hours: https://www.intelligentinsurance.co.uk/chat/ You can also of course email us: contactus@intelligentinsurance.co.uk

How do I stop receiving marketing communications from you?

Simply let us know by emailing: marketing@intelligentinsurance.co.uk Ask to be removed from any future correspondence and we will update our records with your contact preferences.

Can you keep me up to date with special offers and promotions?

Yes we would love to but can only do so with your permission. To receive information of this nature from us, email: marketing@intelligentinsurance.co.uk and request to be added to our marketing list, confirming by what method(s) we can contact you ie phone, sms, email, mail.

Making A Claim

Who will deal with my claim?

Claims are handled directly by the insurer named on your policy schedule, and not by us at Intelligent Insurance.

How do I make a claim?

Contact your insurer as soon as possible after the incident. You can find your insurer listed clearly on your policy schedule which was included in your email policy welcome pack. You can use our handy claims matrix too: https://www.intelligentinsurance.co.uk/customers/claims/ Remember, if you are claiming for a Home Emergency or Family Legal protection to contact the relevant insurers.

Making Changes To Cover

Can I make changes to my policy online?

You cannot change the policy but you can let us know of the changes you wish to make online by completing our change form: https://www.intelligentinsurance.co.uk/customers/amend-your-policy/ To make this as quick and efficient as possible, include in the form as much detail of the change as possible.  For example if you have renovation work planned, we would  need to know when its starting, how long it’s expected to take, the total value of the works, whether you will live there during the renovation, and what is going to be changed or added to the property (including what is involved in each stage of the renovation i.e. electrics, plumbing, building etc).  We would also need to know what the revised rebuilding cost would be.

How much does it cost to make changes to my policy?

If you make a change to the Statement of Fact, for example, add a lodger, tell us that renovations are in progress etc, a £30 administration fee will apply. Sometimes changes will result in an amendment to the premium, for example adding cover, change of address. This could mean a refund or an additional premium to pay and will be in addition to any administration fee that applies. Changes to risk can also adjust the terms of the policy i.e. if you are going to leave your home unoccupied, the insurer may want to ask for increased security

How do I make changes to my cover?

Contact us to make changes to your cover or policy.  The easiest way to reach us is by Online Chat. Visit: https://www.intelligentinsurance.co.uk/chat/ Or email us: contactus@intelligentinsurance.co.uk

My Online Account

I’ve renewed online – when will I get my documents?

The payment will be transacted and the renewal portal will confirm this is complete. The documents will be sent on email within 1 working day.

I can’t log into the renewal portal

First check that you are not outside of the Expiry date of the policy.  The Expiry date is one day before the Renewal date.  For example, if your Renewal date is 2^nd September, you will need to have logged in prior to the 2^nd September.  The latest you could have renewed your policy online in this example would have been 1^st September. If you are within the Expiry date, check that you are inputting your log in details correctly.  The date needs to be in the format dd/mm/yyyy including the / Also check that your have your 0 (zero’s) and O’s correct and any I’s and 1’s (one's) in your Policy Number.  If you are still having trouble, go to Online Chat https://www.intelligentinsurance.co.uk/chat/ and we can quickly resolve any issues for you.

I can’t find my renewal invitation

We always email your renewal documents before we invite you to renew through the online portal.  If you are unable to locate your documents, check your Spam inbox by searching for: documents@intelligentinsurance.co.uk If you have been invited to renew through the online portal, you will find details relating to the cover, the insurer and any relevant endorsements.

Can I renew online?

If you have a policy type that can be renewed online, you will be invited to renew through the online portal: https://renewals.intelligentinsurance.co.uk/login NOTE: you cannot access this through your online account log in. You will generally be invited to renew online if you pay annually, or if you pay by direct debit and the terms or details of your policy have not changed.  If you are not invited to renew online, we will invite you to renew by contacting us first.

Can I access my policy documents through My Online Account?

No, the documents are not stored in your online account.  When you take a policy out with us, documents are emailed to you. You can search for the documents in your mail inbox by searching for “documents@intelligentinsurance.co.uk”

Can I make changes to my policy through my online account?

You cannot make changes yourself through your online account, but we can make the changes for you.  You can notify us of the changes by filling in our online form: https://www.intelligentinsurance.co.uk/customers/amend-your-policy/ Make sure you include as much detail as you can about the change such as the date it is to take effect, any values of items, changes to circumstances etc

How do I log into my online account?

Go to the www.intelligentinsurance.co.uk home page and select “Retrieve Quote”.  Select “My Online Account” in the top right hand corner.  You can log in from there, and reset your password if needed.  If you are unable to do this, contact us via Online Chat https://www.intelligentinsurance.co.uk/chat/  

What can I do in My Online Account

If you have obtained a quote you will be able to view, amend and update your quotes through your online account. If you are a policyholder, you will be able to view your policy status, the date of commencement and the policy number. Policy documents are emailed and not stored in the online account so please always check your spam or junk folder if you haven’t received anything into your inbox.

I bought a policy over the phone, do I still get an online account?

Yes, you can still set up an online account.

Do I automatically get an online account when I take out a policy?

Yes, everyone can set up an online account.  To do this, you will need to have a password which you can create. If you are unsure, contact us through online chat and we can help you get an account set up: https://www.intelligentinsurance.co.uk/chat/

Payments

What can I do if I’m experiencing financial difficulty directly due to Coronavirus?

If you would like to talk about your home insurance policy because you are considering cancelling or changing it, please talk to us via Online Chat where we can discuss options with you. We will make every effort to find a solution for you, where possible, and ensure that you’re treated fairly. If you pay your premium monthly and are worried about making the monthly payments, you may qualify for a payment holiday of up to three months. We can’t do this here at Intelligent Insurance as it must be agreed directly with the credit provider, Premium Credit Limited. Contact them here: https://www.premiumcredit.com/contact

Who are Premium Credit?

Premium Credit are the UKs number 1 insurance premium finance company. Find out more about them here: https://www.premiumcredit.com/about/who-are-premium-credit/company-overview  

What happens if I don't sign my credit agreement?

Premium Credit will still collect the first payment due. If you fail to sign the credit agreement online they may add a £10 charge to your account.

I pay by direct debit - what appears on my bank statement?

The words “pc/intelligent” will appear on your bank statement so you can easily identify your insurance premiums going through each month

How does paying by direct debit work?

We use a company called Premium Credit to take the payments from you on our behalf.  Paying by direct debit means entering into a credit agreement directly with them. You will get an email from PCL with a link to set up an online account so you can see future payment schedules.  This is where you will also be able to sign your online credit agreement. Find out more about how it works here: https://www.premiumcredit.com/products/personal-insurance-customers Important: Should you cancel your direct debit with PCL, you still need to notify us that you wish to cancel your insurance.  Similarly, if you cancel your insurance with us, you will still need to cancel the direct debit arrangement with PCL. The insurance policy and the credit agreement are independent of each other. Premium credit are responsible for taking payments and administering the credit agreement. Intelligent Insurance administer the insurance policy.

How do I manage my payment plan with Premium Credit?

You will receive access to an online account where you can check on your direct debit payments and correspondence. You can also sign your agreement and make a payment without having to register by visiting the online portal: https://digital.premiumcredit.com/

How can I change the dates my payments come out?

You can do this yourself online through the portal: https://digital.premiumcredit.com/ or contact them here: https://www.premiumcredit.com/contact or call them directly on: 0344 736 9836 IMPORTANT: Please have your Premium Credit reference beginning with a “D” ready, OR your Intelligent Insurance policy number. You can also make other changes such as update personal or bank account details, as well as check your balance and settle any missed payments.

Can I pay annually by direct debit?

No.  You can set up a monthly direct debit with PCL and then pay the early settlement figure but only where a monthly payment has been taken by them. If PCL hasn’t taken a payment yet, call us and we will look to, where possible, take a card payment from you for the annual premium.

Policy Documents

When will I get my policy documents?

New Policy When you take out a new policy your documents will be automatically emailed to you within 24 hours of purchase. Renewed Policy If you are a customer renewing your policy, we will send the renewal offer and renewal policy pack by email.  Your renewal of offer is sent around 30 days prior to your renewal date.  Your renewal policy pack is sent once you have accepted and paid for your renewal. Quotation If you haven't yet purchased a policy and would like to review your quotation, you can log into your account and email this to yourself.  Simply go to the top of this screen and select "Retrieve Quote".  This will take you to the account log in page where you will need to input your email and password.  Select the quote you wish to email, and the option to "Edit and Buy".  Here you can make any changes you need to make, and then select the "Save & Email Quote" option at the bottom of the page to send yourself the quote.  Should you need help at any point, use the Online Chat service and one of the team will be happy to help.

I haven’t received my documents

It is important to first check your spam or junk box as occasionally emails can incorrectly filter through.  Search your email account for: documents@intelligentinsurance.co.uk as this is the address that we send documents from. If you still do not have your documents, the quickest way to let us know is to get in touch via Online Chat and our team will be happy to help.  You can also email us to: contactus@intelligentinsurance.co.uk and we can send another copy to your email.

Renewal

I’ve renewed online – when will I get my documents?

The payment will be transacted and the renewal portal will confirm this is complete. The documents will be sent on email within 1 working day.

I can’t log into the renewal portal

First check that you are not outside of the Expiry date of the policy.  The Expiry date is one day before the Renewal date.  For example, if your Renewal date is 2^nd September, you will need to have logged in prior to the 2^nd September.  The latest you could have renewed your policy online in this example would have been 1^st September. If you are within the Expiry date, check that you are inputting your log in details correctly.  The date needs to be in the format dd/mm/yyyy including the / Also check that your have your 0 (zero’s) and O’s correct and any I’s and 1’s (one's) in your Policy Number.  If you are still having trouble, go to Online Chat https://www.intelligentinsurance.co.uk/chat/ and we can quickly resolve any issues for you.

I can’t find my renewal invitation

We always email your renewal documents before we invite you to renew through the online portal.  If you are unable to locate your documents, check your Spam inbox by searching for: documents@intelligentinsurance.co.uk If you have been invited to renew through the online portal, you will find details relating to the cover, the insurer and any relevant endorsements.

Can I renew online?

If you have a policy type that can be renewed online, you will be invited to renew through the online portal: https://renewals.intelligentinsurance.co.uk/login NOTE: you cannot access this through your online account log in. You will generally be invited to renew online if you pay annually, or if you pay by direct debit and the terms or details of your policy have not changed.  If you are not invited to renew online, we will invite you to renew by contacting us first.

Will you renew my policy without asking me?

This is called an auto renewal and will depend on the details of your renewal offer and your payment method. We will always send out a notification of what the new renewal offer is going to be before we renew the policy. Check the “What happens next” section in your renewal offer email.  This will confirm if auto renewal will take place, or if there will be a request for you to contact us.  An auto renewal ensures you keep continuous cover in place.  

When will I receive my renewal offer?

Around 25 days before your renewal date. This will be sent by email. Always check your email spam box as occasionally emails can incorrectly filter through. You can search in your email spam box for: documents@intelligentinsurance.co.uk

Is there a fee to arrange my insurance?

Yes there is a non-refundable arrangement fee of £35.00 applied to all policies, both new business and renewals. This is included in the price you have been quoted and is not in addition to the premium.

I haven’t received my renewal offer

First check your email spam box as occasionally emails can incorrectly filter through.  You can search in your email spam box for: documents@intelligentinsurance.co.uk If your renewal date is within 21 days, contact us through online chat: https://www.intelligentinsurance.co.uk/chat/  - an Adviser will be on hand to verify your email address and provide your renewal offer. You can also email us: contactus@intelligentinsurance.co.uk  

I don't want to renew

Ok, the easiest way to reach us is by CHAT - Visit: https://www.intelligentinsurance.co.uk/chat/ If you prefer you can email us: contactus@intelligentinsurance.co.uk We always work hard to give you the best possible price and cover that is suitable for your needs. However, as we work with a panel of insurers, there may be an alternative that works better for you so please speak to us before you change insurance providers

How do I make changes to my policy at renewal?

The easiest way to reach us by CHAT.  Visit: https://www.intelligentinsurance.co.uk/chat/ If you prefer, you can email us: contactus@intelligentinsurance.co.uk Any changes to your circumstances may affect the price or the terms of your renewal, so do let us know so we can keep your insurance accurate.

Can I renew on-line without calling you?

Yes, where possible, we will invite you to renew by logging in through the Renewals portal: https://renewals.intelligentinsurance.co.uk/login If you need to make changes to your policy, you will need to contact us first so we can verify your renewal offer with the changes included.

Can I opt out of auto renewal?

Yes of course – let us know at any stage and we will change the way we discuss your renewal with you.  This may also mean changing the way you pay for your insurance. Rest assured that we always let you know the new price and terms before we auto renew your policy.