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Electronic documents FAQ's

What are electronic documents?

Electronic documents give you the convenience of printing your own insurance certificate and other important documents anywhere, anytime for the lifetime of your cover. When we've confirmed you as a new customer and you've elected to receive your documents this way, we'll send you a link by email to your documents. All you'll need to do to access them, is answer a set of security questions e.g. your date of birth.


The benefits of having electronic documents

  • Quick and easy
  • Secure and safe
  • Environmentally friendly
  • Easier to store by saving to your software device
  • Ability to tax your vehicle online or with the printed out certificate in the Post Office
  • Unlimited access to a secure download area via email link*

* if you cancel your policy you'll no longer be able to retrieve the original link.


What documents will I receive electronically?

We're continuously enhancing our electronic document footprint and the following documents can be sent electronically:

  • Your new policy documents
  • A certificate of insurance, following changes/amendments to your policy
  • Your direct debit agreement
  • Confirmation of your no claims discount

We are currently developing our E-Doc capability further and you'll soon be able to enjoy the benefit of receiving your renewal documents electronically too, again saving you time.

There'll always be a number of documents that we'll need to post to you, so you may still find some landing on your doorstep.


What do I need to download my documents?

You need to ensure that your internet browser is compatible to download your documents. Please see the below list of browsers that are compatible to download electronic documents and also where you'll find the button to open your document:

Internet Explorer
Download and open your documents in Internet Explorer
Google Chrome
Download and open your documents in Google Chrome
Mozilla Firefox
Download and open your documents in Mozilla Firefox
Safari
Download and open your documents in Safari

As well as having the current browser, you'll also require the latest version of Adobe Reader. We've added the link which you can click on to download it now or at your own convenience.


Why won't my document download?

You may find that the below blocker appears on your internet browser. You can overcome this problem and continue to download your document, by following the below;

Secure document retrieval

If this message appears at the top of your internet browser, please click the right button on your mouse and you'll see 3 options. Click 'Download File' to retrieve it:

Secure document retrieval

I haven't received my email with access to my documents. What should I do now?

  • Please check your junk mail as your computer's spam filters may have moved it there.
  • If after 24 hours you haven't received your email, then please feel free to email us and we'll endeavour to respond as quickly as we can and at the latest, we'll respond within 72 hours. There are a few reasons why you may not have received this:
    • The email address we hold for you may be incorrect or out of date;
    • We we're unable to send the email due to technical issues.

If I lose or delete my email, can this be re-sent to me?

If you've accidentally deleted this email then please feel free to email us and we'll endeavour to respond as quickly as we can and at the latest, we'll respond within 72 hours to your request and get a new one sent to you.


My link has been deactivated? What does this mean?

There are two reasons why we may deactivate your link:

  1. Cancellation of your policy prior to normal policy expiry date — If the policy has been cancelled, a confirmation email will be sent to you requesting a response from you to confirm that you'll no longer use your certificate of motor insurance.
  2. Your policy has expired at the end of the normal term.

Will I receive Marketing emails if I elect to have my documents electronically?

  • If you opted out of receiving any marketing communications, you won't receive any marketing emails
  • If you're unsure whether you have or haven't opted out, please email us to your marketing preferences and we'll make sure this doesn't happen.
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