Call Us: 0345 034 3206
Mon - Fri 9.00am - 6.00pm

Frequently asked questions (FAQs)

We have split the FAQ's into 5 sections - please click on the relevant link to see those questions.

About the cover
About the company
About the site
Problems opening or receiving documents
About your payment plan

Problems opening or receiving documents
  • 1) Problems opening or receiving policy documents?
    • Our PDF documents have been created to be opened by Adobe Acrobat version 5 *read why we've done this.

      If you are unable to open the documents, please download the latest version of Acrobat. If you have a previous version installed you may need to uninstall that version for your new Acrobat to work properly.

      To uninstall your previous version of Acrobat, go to 'Settings' > 'Control panel' > 'Add/Remove programs'. Then select the correct version of Acrobat and click the 'Change/remove' button. Please note that we cannot be held liable for any damage caused to your PC by the following the above instructions or trying to remove software.

      Online documents
      If you have not received your online documents, you may need to check your spam or junk mailbox in your email program. If you still have not received your policy documents, please contact us and provide the following info:
      The email address you used on your application
      Who your internet provider is (for the email provided)
      If possible, please provide us with an alternative email address
      Whether you are usually able to receive attachments

      Postal documents
      Please allow 3 days for you postal documents to arrive, if you haven't received them by that time, please call us on 0345 034 3206.

      If Acrobat asks you for a password
      We have security coded all of our policy booklets, if you are trying to copy and paste from the file you will be asked for a password. You can save the file or print the file but you cannot copy any parts of it.

      *We use Acrobat 5 to allow better access for those people with viewing impairment and to comply with the Disability Discrimination Act; this is the earliest version that can be read by a screen reader.

If you can't find an answer to the question you're looking for, submit your question and email address and we'll endeavour to get back to you as soon as possible with the answer. (Monday to Friday, 9am to 6pm only)
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