Answers to your questions
The COVID-19 pandemic has caused disruption and distress for many people across the UK. For those who have had their household income either reduced or stopped completely, it has led to even further distress with paying their bills.
We are talking to customers in this situation to understand options to keep their car insurance going. If you are in financial difficulty, please get in touch as soon as possible.
- Online chat (select the COVID option).
- Or email via [email protected] and put "COVID" in the subject title.
What we can do to help
We will need to understand how you are currently impacted and then we’ll talk you through the options available. We don’t have a one-size-fits-all approach, so Hedgehog will look to offer a workable option for you without risking your longer-term financial wellbeing. If you prefer, you can ask us to talk to a relative or friend about your policy.
We can look at options such as making sure you are correctly covered, reduced fees to change the policy, then possibly the delaying or rescheduling of a monthly payment to help you through your temporary financial difficulty.
Your Direct Debit mandate
Cancelling your Direct Debit instruction via your bank can cause your policy to be cancelled. If you are worried about your financial state, please try to speak to us before cancelling your mandate. It can cause you to lose options we have to help you.
Recommended information and advice about financial difficulties caused by COVID-19
Financial Conduct Authority – Dealing with financial difficulties during Coronavirushttps://www.fca.org.uk/consumers/dealing-financial-difficulties-coronavirus
The Money Advice Service – Money Navigator Toolhttps://www.moneyadviceservice.org.uk/en/tools/money-navigator-tool?utm_source=FCA&utm_medium=Leaflet&utm_campaign=Money_Navigator
The Money Advice Service – How to prioritise your debtshttps://www.moneyadviceservice.org.uk/en/articles/how-to-prioritise-your-debts
Upload your proof for us to check via the Your Account area.
Do not send us documents called 'Statement of Fact' or 'Schedule', these will not be accepted and will delay confirming your discount.
If you made a mistake please tell us straight away. Use our online chat or email to explain how many years you do have. If you have proof, send that at the same time. Often we can adjust the premium to allow the policy to carry on.
We know some people buy cover well ahead of the renewal date. Don’t worry, you have until 14 days after the start date with us to send your proof.
Policyholders can check if you have this cover by logging into the Your Account area, opening your Policy Certificate in Documents and checking section 5.
If you have the Driving Other Cars Extension you will see the statement: "The Policyholder may also drive a Motor Car not belonging to him/her and not hired under a hire purchase agreement.".
If you have not bought yet, then the quote review page will tell you if you qualify before you buy.
As a Hedgehog policyholder with Driving Other Cars cover, you can drive other cars not belonging to you but on a third party only basis, providing the following conditions are met:
- You're driving with the car owner’s permission and they have a car insurance policy in place, which does not cover you to drive the car.
- The car is not owned by (or hired under a hire purchase agreement by or leased to) you or your partner.
- The car is only being driven in Great Britain, Northern Ireland, the Republic of Ireland, the Isle of Man or the Channel Islands.
- You still have your car, and it is not a total loss, stolen or SORN.
- You are not using the cover to remove the car from a Police Compound.
Other important information
As driving other cars cover is restricted to Third Party only liability cover it means damage to the borrowed car is not covered. You might want to consider adding yourself as a driver on the borrowed car’s policy so that damage to the car is covered in the event of incident such as a road accident.
We cannot extend Driving Other Cars cover to:
- cover a commercial vehicle, a motorcycle or a car used for public or private hire.
- other drivers named on your policy.
- You if you are aged under 25 at the start of the policy.
You can make changes to your policy such as changing the car, drivers, address and use of the vehicle via the Your Account customer area.
Your proof of No Claims Discount earned as a Hedgehog policyholder can be downloaded after your policy has either cancelled or lapsed at renewal. To download your No Claims Discount proof log in here.
To cancel an optional extra or your policy in full, you can log into the Your Account and do this. When you click cancel you will be shown the fees, any outstanding money you may owe or any refund due before you commit to cancelling your policy. Please read that page carefully as we cannot undo a policy cancellation. Refunds can take up to 10 working days to reach your account.
We send you a renewal invite 28 days before your renewal date. In the invitation will be your price for the upcoming year - we cannot give you an idea of the price until this date.
I've had my renewal invite - what do I do next?
Log into the Your Account area and check through the details. Things change over the year so to get the best price, check through your details.
Do you price match?
The price of our renewal invite is the best we can offer. Make sure your details are correct by signing in and checking.
My proof of no claims discount from Hedgehog
Sign in to see your renewal invite and this will tell you how many years No Claims Discount we are using to discount your price for next year. If you choose not to stay with us, you can download your proof once the policy ends.
Manage your policy online
Hedgehog is an online insurer, so all changes must be carried out online. If you have any questions when updating the policy, then please contact us. As a Hedgehog customer you can manage your policy online. Quote for changes, update your details, manage your renewal, or even cancel your policy, all via your account.
If you need further help
If you haven't managed to find the answers to the issue which you have from the information above, you can always get in contact with our friendly and helpful claims and customer support teams who will be on hand to help to resolve your query.
You can get in touch with our friendly and helpful customer service team using either of the following options:
The team is available Monday to Friday 9:00 to 5:30 (excluding bank holidays). As an online insurer, there is no telephone number for our customer service team.
You can contact a member of our hedgehog claims team anytime 24/7 to discuss a claim by selecting from the following options:
For more information about the type of claim you have, click here.