Customer FAQs
Account Questions
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To log in to your account you should go to the following page: Account Login
Your account email address and password will be the one that you chose when setting up your product.
If you can not remember the password you can simply reset the password by clicking “Forgot Password” and entering the email address.
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If you can’t remember the password of your customer account, then you can choose to reset your password by going to the following page and entering your account email address.
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To update your personal information you have to first login to your account by going to the following page:
Then click on “Profile”. This will allow you to update your personal information.
You can also update your address by selecting “Address”
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If you would like to update any information about your order, for example important vehicle information then please use our contact form
Payment Questions
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We will bill you automatically each month using the credit/debit card you used to set up your policy.
We will collect payment on the same date each month as the date of your first payment.
If you have requested to change your billing date then we will collect each instalment on this date each month until you have paid all your product instalments.
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To update your billing information you have to first login to your account by going to the following page:
Then click on “Payment”. This will allow you to add, edit or remove your billing information and payment optins
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If you would like to update your billing date please send a request using our Contact Form:
In the form please make sure to include the date you would like to be billed.
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We’ll automatically try again over the next couple of days. The email you received will give you the exact information on when.
However, if you have failed a payment because you have changed your banking details or you don’t have sufficient funds in that particular account then please update your billing information in your account.
You can do this by going to this page:
Then click “Payments”, and then updating your payment details correctly.
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We are very sad to know that you would like to cancel your product with us. However if you want to make sure that your product remains active for the pro-rata months of cover you have paid for you need to pay the cancellation fee of your policy.
You can do that by going to the following page:
And completing the payment.
Please note that if you do not pay the cancellation fee for your policy your contract with us will be void and your contract will not be valid.
Making a Claim
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We’re sorry to hear the bad news!
The best place to start is by completing the form on this page:
You can always call or email us, but the form will be the quickest way.
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Each claim could require a different set of information. At the very least you will need to provide the following information:
- Invoice for the purchase of your car
- Finance documents if the car was purchased on finance
- Comprehensive Motor Insurance
- Official report for the accident/theft
- Any other details that could be helpful - cctv, photos etc.
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Our experience over the years has taught us that every claim is different. However, we do our best to standardise the process as much as possible and will always ensure that all claims are handled as soon as possible. The process is:
Complete Claims Form
Await approval from AutoCover on your claims submission. We may request more information.
Claim Verdict - either approval or denial
Pay Out if the claim is approved
Please note:
Before we can begin to process your claim:
You must complete the claims form with all the necessary documents
Our insurer will need to approve the settlement amount form the comprehensive insurer. So please don’t agree to this without first reaching out to us
You must complete all outstanding payments to purchase the product in full.
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That really depends on each claim and the information we are given. Once we have everything to contact your insurer or mechanic we tend to work very quickly.
In cases where we have to make a payout we typically do it within 48 hours
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We do our best here to process and approve every claim as quickly and efficiently as possible. Unfortunately not all claims can be approved, this could simply be because we don’t have enough information, or because it doesn’t sit within our terms and conditions that we follow very closely. But, one denied claim doesn’t mean that all your claims will be denied.
If you want to understand what your options after being denied, please contact us and we can discuss them. We do offer customers the chance to appeal the claim.
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No, sorry, you can't.
The terms and conditions are such that if you have had a successful claim with us you must pay until your policy has expired.
If your claim is in review, you can withdraw your claim and cancel your policy.