Due to the outbreak of Covid-19 and the latest guidance by the Government, we are prioritising the safety of our customers and there will be no box fitting appointments for the foreseeable future. Please read the FAQs below for more information.


Why can I not get my box fitted?

In light of the Coronavirus outbreak and the latest announcement from the Prime Minister, businesses are taking steps to ensure the safety of their staff and customers. Whilst our dedicated Operations team remains available to support you, any box fitting appointments with our engineers are put on hold for the foreseeable future.

Am I still insured without a box?

Yes, we are committed to providing a service for you and will continue your cover even if your box hasn’t been fitted.

What if my box is faulty?

We’d normally arrange for one of our engineers to come and inspect your box, however as part of the global effort to slow down the spread of Covid-19, we have placed all engineer appointments on hold. You are still insured with us and your policy will remain in force but depending on the fault in your box, features like tracking, Accident Alert or Theft Tracker might not work.

What should I do about a faulty box?

We will let you know as soon we know when our box inspection service can run again but in the meantime, there is something you can do that may fix the box without en engineer:

  • Switch the ignition on for a short period of time every 2 weeks (if you are not driving regularly, sometimes the box thinks there is a fault).

Will my cover change?

No, you will be covered under the same terms and conditions as laid out in your policy documentation.

What if I want to cancel my policy?

We understand if you wish to not continue your policy without a box fitted to your car. We will not charge our cancellation fees for anyone wishing to cancel within the first 14 days of their policy.

How will you track my driving?

You won’t have a box to track your driving, which means there will be no driving data available in Your Portal until a box can be fitted. Unfortunately, without a box, your cover will also not include Accident Alert or Theft Recovery.

How will this affect my mileage?

As we won’t be able to track your driving, any mileage driven during this period will not be included in your Policy Miles. Miles driven until your box is fitted will not be deducted from the mileage you chose when buying your policy with us.

How will Bonus Miles work without a box?

Without a box your driving won’t be tracked and there will be no driving data available in Your Portal. This means that your driving scores will remain green and you will earn the maximum Bonus Miles every month until a box is fitted to your car. We encourage safe driving and want to give you the chance to keep up these green scores once a box is fitted.

How will you calculate my renewal price without a box?

Once your box has been fitted, we will take into account all driving scores for that year, including Bonus Miles from the period without a box. There are a number of other factors that influence your renewal premium also, unrelated to the data from your box (for example moving to a higher-risk area or buying a new car).

Will this affect making a claim?

No. Our dedicated team is still available to help with your claim 24/7 if you were to have an accident – just save our number 0333 103 0030 on your phone.

Will you still be able to track my car if it’s stolen?

Unfortunately, we are only able to track your car when the box is fitted. As always, you must take all steps to avoid being the victim of theft. If your car is stolen, report it to the police, obtain a crime reference number and phone our claims team on 0333 103 0030 as soon as possible.

Will the Accident Alert work without a box?

Unfortunately, we are not able to provide the service for Accident Alert without a box in your car. Make sure you are prepared and know what to do in an accident:
Stop somewhere safe and make sure everyone is OK. Call the emergency services immediately if necessary.

Take details from everyone involved including passengers and witnesses. Stay calm and don’t admit liability at the scene.

Observe the scene and record details. Talk to witnesses and take photos if it’s safe to do so.
Phone our Claims team on 0333 103 0030 as soon as possible.

What if I want my black box removed?

If you’ve cancelled your policy, your black box is deactivated by us remotely. If requested, we normally send one of our engineers to remove the box for you. However, as part of the global effort to slow down the spread of Covid-19, we have placed all engineer appointments on hold but we can assure you that no tracking is performed once a black box is deactivated.

Driving during the Coronavirus outbreak

During unprecedented times like these it is important that we all work together. As we have taken measures to protect our staff and all our customers, we ask that you do what you can to help fight the outbreak globally.

If it isn’t absolutely necessary for you to leave your house and drive to work or for an emergency, we advise everyone to follow the Government guidelines and stay inside. When moving around it is also important you adhere to the advice from the World Health Organisation.