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Welcome to Norwich Union Direct
Now that you’ve chosen us for your car insurance, you can be sure that we’ll
be there for you whenever you need us: 24 hours a day, 365 days a year.
We pride ourselves on our claims service. If it’s 3am, pouring with rain, your car
has been stolen or has been in an accident and you’re miles away from home,
all you want is help as quickly as possible.
If you’ve had an accident
Depending on your cover, we can arrange for
your car to be recovered and you and your
passengers taken home or to your destination
safely. You don‘t need to worry about estimates
as we have our own approved repairer network
and will instruct them within an hour of you
telling us that your car needs repairing. We will
also authorise repairs and settle payments direct
with the repairer and all repairs are guaranteed
for three years.
If you are making a claim
An Incident Manager will record details of the
incident and will start sorting out your problem
immediately. There are no forms to fill in.
The Incident Manager will confirm:
whether your policy covers you for the incident;
what you will have to pay; and
all the steps involved in your claim
It’s our problem now
What does your car insurance include? Our promise
Please check your policy schedule which
gives you full details of the cover you have
chosen. If you have any questions or would
like to make any changes or additions to
your cover, please call us on:
For easy access to our
claims and customer
services helpline numbers,
please remove the card
and keep it in your
wallet or purse.
To give you quality cover at a
To make sure that our people are
professional, pleasant and helpful.
To deal with your claim or any enquiry
speedily and efficiently.
To send you simple, easy-to-understand
Not to pressure you to buy any of our
services you do not want.
Monday to Friday 8am - 10pm,
Saturday 8am - 6pm, Sunday 10am - 4pm,
including bank holidays.
Opening Hours: Monday to Friday 8am -
Guide to your Norwich Union Direct
This policy is a contract of insurance between
you, the policyholder, and us, Norwich Union.
This policy booklet, the information you have
provided and the schedule form the contract
of insurance between you, the policyholder,
and us, Norwich Union.
In return for your premium, we will provide
the cover shown in the schedule for accident,
injury, loss or damage that happens within the
territorial limits during the period of insurance.
The law of England and Wales will apply to this
you and the Insurer agree otherwise;
at the date of the contract, you are a
resident of (or, in the case of a business,
the registered office or principal place
of business is situated in) Scotland,
Northern Ireland, Channel Islands or the
Isle of Man, in which case (in the absence
of agreement to the contrary) the law of
that country will apply.
This policy booklet forms part of your legal contract with us and explains exactly what you
are covered for. Your schedule shows the level of cover you have chosen.
Your Norwich Union Direct
The contract of insurance Choice of law
You have the right to cancel your policy during a period of 14 days after the day of the purchase of
the contract or the day on which you receive your policy documentation, whichever is later.
If you wish to do so and the insurance cover has not yet commenced, you will be entitled to a full
refund of the premium paid.
Alternatively, if you wish to do so and the insurance cover has already commenced, you will be
entitled to a refund of the premium paid subject to a deduction for the time for which you have
been covered. This will be calculated on a pro-rata basis for the period in which you received cover
and will include an additional charge of up to £30.45 (inclusive of Insurance Premium Tax where
applicable) to cover the administrative cost of providing the policy.
To exercise your right to cancel, please contact Norwich Union Direct on 0800 068 3661.
If you do not exercise your right to cancel your policy, it will continue in force and you will be
required to pay the premium.
Your cancellation rights
Wherever the following words or phrases
appear, they will have the meanings
The policyholder named in the schedule.
Norwich Union Insurance Limited (unless
otherwise stated in any policy section).
The partner or husband or wife of the
policyholder, living at the same address as
the policyholder and sharing financial
responsibilities. This does not include any
business partners or associates.
Any vehicle described in the schedule which is
kept at an address within the territorial limits.
Any other vehicle for which you have a valid
Norwich Union Direct certificate of motor
insurance showing the registration mark of
that vehicle, as long as you keep it at an
address within the territorial limits.
Any vehicle loaned to you, or to a permitted
driver shown on your Norwich Union Direct
certificate of motor insurance, by a supplier we
have nominated following a claim under the
policy. (Please check your policy schedule to see
if you have courtesy car or hire car cover).
Any vehicle loaned to you for up to seven days
by a garage, motor engineer or vehicle repairer
while the vehicle described on your policy
schedule is being serviced or repaired, or having
an MOT test.
The document which gives details of the cover
Norwich Union Direct
Certificate of motor insurance
The current document that proves you have
the motor insurance you need by law. The
certificate shows who can drive your car, what
you can use it for and whether you are allowed
a other cars;
b a loaned vehicle from a garage during a
service, repair or MOT, for up to seven days;
c a loaned vehicle from our nominated
supplier following a claim under the policy.
It is proof that you can use your car on a road
or in any other public place, as required by the
Road Traffic Acts.
The certificate does not show the cover you have.
The period of insurance
The period of time covered by this policy, as
shown in the schedule, and any further period
that we agree to insure you for.
The cost of replacing your car with one of a
similar type and condition.
The amount you will have to pay towards
Great Britain, the Isle of Man, the Channel
Islands (and the Republic of Ireland and
Northern Ireland for holiday purposes only).
Parts of your car which are not directly related
to how it works as a vehicle. This includes
in-car entertainment, such as radios, and
communication equipment which form part of
your car, as well as portable phones while they
are connected to a power source in your car.
Changes in the terms of your policy. These are
shown in your schedule.
A document that you will need in certain
countries that are not members of the
European Union to prove that you have the
minimum insurance cover needed by law to
drive in those countries.
Road Traffic Acts
Any acts, laws or regulations, which govern the
driving or use of any motor vehicle in Great