Frequently asked questions

When will I get my insurance documents?

Once you complete your online application we will normally issue the documents immediately and send an email to the address you provided during the quote.

We work Monday to Saturday and only issue insurance documents during that time. So if you purchase on a Bank Holiday or weekend you may have to wait until the next working day to receive your documents.

Occasionally, if you have special requirements, or there is something unusual about your application, we may have to refer a proposal to an insurer and in this case we may have to wait for them to accept the application before we can send out your policy. We will let you know if this is the case.

Once you have received your confirmation email, your policy documents will be available online from our secure customer zone. We will store them there for you for the life of your policy.

Can I cancel my policy?

As a general rule you can cancel your policy at any time; however, cancellation terms vary between insurers so you should check the policy wording.

The insurer will normally charge you for any time on risk (where you have been covered and could have made a claim) plus an administration fee. Of course if you have made a claim then you should expect to pay for the policy in full.

My contact details have changed do I need to tell you?

Yes please it is important that we have up to date contact details on file, both in case you have to make a claim and to make sure we can send you your renewal documents when the time comes. Especially important is that you let us know your current email address.

My name has changed do I need to tell you?

Yes, as soon as you can, you should let us know so that we can amend your policy documents and send you a new certificate of insurance.

Lost documents

Don't worry if you lose your policy documents. Your insurance policy is available online in our customer zone, so you can always print out another copy if you need to do so. Just follow the customer zone links. If you can't remember your password just use the forgotten password link and we'll help you set up a new one.

Any problems just give us a call.

Is there an age restriction on the items I can insure?

The item must be less than 6 months old from the date it was purchased as new at the time the insurance is first purchased.

How do I make a claim?

In the event you need to make a claim telephone the insurer as soon as you can. The claim line telephone number is printed on your policy wording. If you don't have that to hand you can always go to the customer zone on the website, from there you can download a new set of documents. Alternatively just give us a call and we'll help get the claim registered for you.

What can I do if I have a complaint ?

It is our intention to provide you with a high level of customer service at all times, however, if you wish to register a complaint, please contact us:

  • In Writing: The Complaints Manager, CETA Insurance Limited, CETA House, Cromwell Business Park, Chipping Norton, Oxfordshire, OX7 5SR
  • By Phone: 01608 647810
  • By Email: [email protected]

Should you remain dissatisfied with the response that you receive from us, you may, if you are eligible, refer your complaint to the Financial Ombudsman Service. Ombudsman Service (FOS).

If your complaint relates to a policy underwritten by an insurer at Lloyds, and you are dissatisfied with the response that you receive from us, your can refer your complaint to Lloyd's. Lloyd’s will investigate the matter and provide a final response. Lloyd's contact details are as follows:

One Lime Street
London EC3M 7HA
Email: [email protected]
Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225

Ultimately, should you remain dissatisfied with Lloyd's final response, you may, if you are eligible, refer your complaint to the Financial Ombudsman service. Ombudsman Service (FOS).

If you wish to complain about an insurance policy purchased online you may be able to use the European Commission's Online Dispute Resolution platform, which can be found at the following address:

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