Frequently Asked Questions

If you cannot find the answer to your question within the following Frequently Asked Questions, please click on our contact us page where our staff will be on hand to assist you.

What is a WiseDriving Box?

This is a small electronic device that utilises Black Box Technology which records data relating to your driving style. The parameters used are Speed, Acceleration, Braking and Night-time Driving. The box also utilises GPS technology to understand the types of roads you use. The WiseDriving Box will use a small amount of battery power whilst in use.

Will the WiseDriving Box be removed if I cancel or do not renew my policy?

No, upon the expiry of your policy we remotely instruct the WiseDriving Box to deactivate and stop transmitting data. However, if you wish to have the WiseDriving Box removed, this can be arranged, subject to a charge to cover the call out and administration costs. See charges table within Fees & charges

Please be advised that if you decide to keep the box in the vehicle and are planning on selling it, you need to make sure that the person/company purchasing the vehicle is aware of the fitted box.

Who owns the WiseDriving Box?

We do, but you have our permission to have the WiseDriving Box in your car.

What happens if the WiseDriving Box stops working?

Should we stop receiving data from the WiseDriving Box we can in 90% of cases remotely diagnose and repair the fault. If this is not possible then we will contact you to arrange a convenient time for our engineers to come out to identify the problem and repair or replace the WiseDriving Box. If you believe the WiseDriving Box is not operating correctly then please click on our contact us page for details of how to get in touch with us.

Who arranges the installation appointment?

Once you have purchased a policy, our approved engineers will contact you to arrange the installation. You will be able to select a date that is convenient to you. The engineer will fit the box at a location of your choice i.e. Home or Work. If you have any queries regarding your appointment or have not heard from the engineers please call 0121 332 1226

When is the WiseDriving Box installed?

The WiseDriving Box must be installed within 14 days of you purchasing your policy. Where the WiseDriving Box is not installed within this time your policy may be cancelled.

What happens if I can’t get appointment within 14 days?

If you are unable to get an appointment within 14 days please contact our call centre who will be happy to assist

Where is the WiseDriving Box fitted in my car?

This varies depending on the type of car you own, but will normally be placed either behind the dashboard or in the door panel out of sight.

How long will the installation take?

On average it takes about 1 hour to complete installation of the box to your vehicle.

Will I need to show any documentation to the engineer?

Yes, prior to fitting the WiseDriving Box the engineer will request to see your No claims discount (If applicable) and the V5 (Proof of Ownership) or New Keepers Supplement. The engineer will then photograph the documents and upload them to us. These documents are required before a Box can be fitted, if you do not have one or more of the above a new appointment will need to be made and a missed appointment fee will be charged.

What happens if I do not have all the relevant documents?

If you do not have your documents we will be unable to fit the box and, if you are unable to rearrange your appointment for your box to be installed within 14 days of the purchase of your policy, then your policy may have to be cancelled

Can I drive my car before the WiseDriving Box is installed?

Yes, cover begins from date you select which will be shown on your Certificate of Motor Insurance and Schedule. However, your policy may be cancelled should the WiseDriving Box not be installed within 14 days of the date of purchase.

What happens if I change my car?

If you change your car before you have had the WiseDriving Box installed, then an administration fee will be charged. If you change your car after you have had the WiseDriving Box installed we will charge an administration fee which covers the cost for our engineers to fit a new WiseDriving Box to your new car. Details of the fees charged are found in fees and charges under the terms and conditions

Please be aware that some of our insurers may charge an administration fee and you may be charged more or less premium due to the vehicle you are changing to.

New business and renewal telematics fees?

The New Business Telematics Fee for the first year is £150. All subsequent years you will be charged a £90 Renewal Telematics Fee which will be included within our renewal invitation.

How does the policy work?

Upon installation of our WiseDriving Box to your car, we will begin to receive data giving us information on what sort of driver you are; for example do you adhere to speed limits, how aggressively you accelerate and brake, and what time of day are you driving. Using this information we calculate your personal driving score out of 100.

Will it save me money?

Unlike other telematics policies that make you wait until renewal to see if you have saved any money, WiseDriving rewards you throughout your policy. Due to this we check your driving score after the first 60 days, and where your score has improved, we will look to see if you are entitled to a refund, however if your score has reduced there may be additional premiums to pay. After the initial 60 day update we will repeat this process every 30 days up to day 270 of your policy, meaning you control how much you pay by how you drive, it’s that simple

Will My Policy Ever Be Cancelled Because Of My Driving Score?

If your score drops below 30 we do reserve the right to cancel your policy as we see a direct correlation between low scores and claims. However, Wisedriving is about helping you improve your driving so, once you have received notification your score is below 30, we will give you 200 more miles to increase your score. If after this 200 miles your score is above 30 your policy will continue however if you fail to improve your policy will be cancelled. Please note if you do improve but your score subsequently drops below 30 again there is no improvement time given and your policy will be cancelled.  

This only applies if your policy was taken out or after the 10 November 2016.

Renewal of my WiseDriving policy?

We will tell you on your renewal documentation the total cost to renew your policy and show your annual insurance premium and the total annual price for any optional extras. We’ll also give you last year’s premium based on the latest details we hold for you so you are able to compare. 

If you would like to stay with us and your details are correct, in most cases you don’t need to do a thing as we will automatically renew your policy unless you contact us to advise otherwise. If we are unable to automatically renew your policy we’ll let you know when we write to you, including instructions for what you will need to do.

Why is my renewal premium higher than previous years?

There are many reasons for why your premium may have increased from year to year. These may include:

  • If you have had a claim, no claims discount reduced.
  • Any changes to your circumstances from one year to another for example, change of vehicle, address or drivers.
  • A lower than expected Driving Behaviour Score from your WiseDriving Device.
How is my last year’s premium calculated on my renewal notice?

If you have had no changes to your policy then this will show as last year’s premium minus any interest paid on instalments or credit card transaction fees.

If changes are made to your policy, we will calculate last year’s premium based on your recent change to your policy minus any interest paid on instalments or credit card transaction fees.

If no changes are made to your policy before our last score update then this will show a calculated premium based on your last Driving Behaviour Score minus any interest paid on instalments or credit card transaction fees.

Will you automatically renew my WiseDriving insurance policy?

In good time before your renewal date we will provide you with an invitation which details the premium and the terms and conditions for renewal of your policy. We will review the premium with your current insurer and we will also work with our panel of insurers to see if we are able to find a cheaper alternative than your current renewal quote.

If you are paying by monthly instalments in most cases you won’t need to do anything, we will renew your insurance policy as per our invitation and continue to collect the monthly instalments from your bank as usual. We will apply for your payment 5 days before your renewal date but will only take the payment on or after your renewal date.

If you pay for your insurance in full by credit or debit card, in most cases we will attempt to take payment using the securely held card details we have on file. We will apply and take payment up to two days before your renewal date to ensure you have continuous cover in place.
You will need to contact us before your cover runs out if you wish to use an alternative payment method or you do not want to renew your policy with us.

If for some reason we are unable to automatically renew your policy, we will contact you by e-mail in good time before your renewal date to let you know what needs to be done in order to continue your cover with WiseDriving.

How can I track my Driving Score?

You will have access to your own Wisedriving Dashboard. This dashboard will show you your year to date score overall and for Speed, Acceleration, Braking and Night Time Driving. You will be able to see these scores on a day by day basis.

How often will the Dashboard update?

The Dashboard will normally update every 24 to 48 hours, subject to no internal system issues.

How do I access my policy documents?

Once you have purchased your policy, you can access the Existing Customers section of our website, and log into your own account and here you can view/print your Certificate of Motor Insurance, Schedule and Statement of Facts, as well as our Terms and Conditions, Keyfacts Summary and Policy Booklets for the WiseDriving policy and any optional extras you may have included. If you would prefer to receive your documents by post, this can be done subject to payment of an administration charge.

Where is the dashboard found on the website?

The dashboard can be found by visiting our website at www.secure.wisedriving.com and logging into your account, then click on link to your dashboard.

What changes can be made online

You can amend the following details online using your portal, which will not incur any administration fee (other than where a new WiseDriving box is needed) Please note changes may affect the insurance premium due which may increase or decrease depending upon the change made.

  • Personal and contact details
  • Adding a driver to your policy
  • Amending an additional driver’s details
  • Change of vehicle
  • Change current vehicle details (for example registration number)
  • Amend your insurance cover and usage of your vehicle

Before you can access your portal you need to ensure you have registered. If you have already registered, please click here, alternatively if you still need to register please click this link and fill out the information as requested.

Once you have completed the information you will be sent a registration e-mail which allows us to verify your e-mail address for data protection. In order to complete the registration process you MUST click on the link in your registration e-mail. This will then ensure that you are fully registered and you will now be able to access and view all of your documentation as well as being able to make changes to your policy. The next time you wish to use your portal simply log in with the username and password you selected upon registration.

Can I get immediate cover?

Yes, you can get a quote from our website within minutes and purchase it online or click on our contact us page to call us. We will then arrange for an engineer to install the WiseDriving Box within 14 days of purchase to begin recording your driving data.

How long should I wait for the installation team to contact me?

The Installation company RS Connect should contact you by phone within 48 hours to arrange an appointment to get your box installed. If they do not contact you in this time frame please visit the contact us page for our telephone number and we will be happy to arrange your appointment with them.

Are there any mileage restrictions?

Your Insurance policy provides cover up to the number of miles declared by you when you took your insurance out. The WiseDriving Device in your car is used to record the number of miles driven by your car and you will be able to monitor the miles you have driven via our email updates and your customer dashboard.

If you are likely to exceed the mileage declared by you during the current annual period of insurance you will be contacted by WiseDriving customer services and offered one of the following options:

  1. You may purchase top up miles for an additional premium. The premium quoted for the extra top up miles may reflect where, when and how you have been driving.
  2. You may leave your car parked for the remainder of the current period of insurance or until such time as you do top up your mileage

Your failure to agree to one of the options detailed above within 7 days will result in the cancellation of cover.

Your WiseDriving dashboard may include your predicted annual mileage, which is calculated by using your current average mileage per day. This is provided as a guideline only and the mileage you declare must be estimated based on your needs and agreed to by you.

Can I add other drivers on my policy?

Yes, you can include up to 3 named drivers on your policy, and they will then be named on your Certificate of Motor Insurance. Please note, your driving score is calculated based on how the car is driven, and as such the driving style of all drivers can impact the overall driving score. Please make sure all your named drivers are aware of this prior to using your car.

This can be done online, please see below details Before you can access your portal you need to ensure you have registered. If you have already registered, please click here, alternatively if you still need to register please click this link and fill out the information as requested.

Once you have completed the information you will be sent a registration e-mail which allows us to verify your e-mail address for data protection. In order to complete the registration process you MUST click on the link in your registration e-mail. This will then ensure that you are fully registered and you will now be able to access and view all of your documentation as well as being able to make changes to your policy. The next time you wish to use your portal simply log in with the username and password you selected upon registration.

Can I drive other cars?

No, cover for driving other vehicles is excluded.

Can I drive abroad?

You are automatically covered for the minimum cover required in the country you are travelling in. Upon request, we will extend to include your full policy cover for foreign travel for up to 90 days provided your vehicle is taxed, registered and normally kept in the United Kingdom. Please contact us in advance of any travel to ensure your policy cover is extended.

Will you cancel my policy if I exceed the speed limit?

Not normally, but all speeding will negatively impact your driving score and may cause additional premiums. If you exceed the speed limit by more than 30% our system will register an Extreme Speeding Event, and you will be notified of this by email and within your online dashboard. We reserve the right to cancel your policy in the event of one or more Extreme Speeding Event.

Are there any hidden charges or restrictions?

No. You can see any charges we may make during the year in this fee table. We do not restrict when, where or how you can drive, or apply excesses as a result.

Can you tell me more about Theft Tracking?

The WiseDriving box utilises the latest GPS technology which can be used to confirm its current location. Once activated we can track your car’s location to allow the police to attempt recovery as quickly as possible.

What should I do if my car is stolen?
  • Call the police and report the theft and obtain a Crime Reference Number.
  • Call our 24hr Helpline on 0333 0143457 to activate the WiseDriving theft tracking service.
  • Then contact our claims helpline service to report the claim on 0800 008 6709.
Will claiming for theft or attempted theft affect my premium?

Yes, as there are no other insured persons that the claim costs can be recovered from your no claims discount would be reduced.

What should I do if I am involved in an accident?
  • Take the name, address, telephone number, vehicle registration number, insurer details from the other driver along with contact information for any witnesses.
  • Take down the location of the accident, i.e. road names, and if any property was damaged during the accident, note the address of that property. If you have access to a mobile phone or camera, take photos of the scene, resulting damage to all vehicles/property. If you do not have a camera available make a sketch detailing as much information as you can.
  • Do not admit fault or blame, or offer any payment without our permission. Simply advise that your insurance policy prohibits you from doing this without their permission.
  • If the accident results in damage to another vehicle, an animal or property, you are required by law to give your name, address, registration and the owners details (if different), and if you have your Certificate of Motor Insurance to hand, you should show this to anyone requiring this information. In the case of injuries to other persons, you must show your Certificate of Motor Insurance to the police or within 24 hours if you do not have it with you.
  • Please contact our Claims Helpline as soon as possible after the accident to report the incident on 0800 008 6709.
  • Your policy includes the reasonable cost of recovery after an accident or attempted theft if your car cannot be driven. Our Claims Helpline will arrange this for you and any costs will form part of your claim.
  • If you receive any correspondence from the other party’s insurer, please do not respond to it. You will need to inform your insurer, and forward it to them to respond.
  • If your vehicle is repaired at one of our national approved repairers, they will supply you a courtesy vehicle for the duration of the repairs. (Subject to availability)
  • Upon collection of your repaired vehicle, and subject to you being satisfied with the repairs, you will need to pay your policy excess to the garage. This amount will be shown on your Schedule.
Will claiming for an accident affect my no claims discount?
  • That depends on the circumstances of the accident.
  • If an accident was caused by another party, and their insurer accepts full liability, then the accident will not affect your no claims discount.
  • If the insurers settle the claim on a partial liability basis i.e. both insurers pay part of each drivers claim, then this would result in a reduction of your no claims discount.
  • If an accident was your fault, and your insurer agrees to accept full liability, again this will reduce your no claims discount.
  • If your no claims discount is reduced, this will occur at the next policy renewal date, and will not result in increased premiums mid-term.
How do I claim for a damaged or broken windscreen?

Please call our 24hr Claims Helpline on 0800 008 6709

Will this affect my no claims discount?

For windscreen/window glass claims only, no your no claims discount will not be affected. A policy excess however will apply, this will be shown on your Schedule.

Protected No Claims Discount?

No claims Discount protection does not protect the overall price of your insurance policy. The price of your insurance policy may increase following an accident even if you were not at fault.

No claims Discount protection allows you to make one or more claims before your number of no claims Discount year’s is reduced.

For details of no claim’s discount step back and you have already purchased a policy with us. Please visit your document portal where you will find this information or enclosed within your welcome email.

If you have not purchased a policy with us and would like to view information of the no claim’s discount step back. Please complete a quote selecting that you wish to protect your no claim’s discount. The premium quote page will display these details for you.

No claims Discount protection does not protect the overall price of your insurance policy. The price of your insurance policy may increase following an accident even if you were not at fault.

 

No claims Discount protection allows you to make one or more claims before your number of no claims Discount year’s falls.

 

For details of your step back details, please visit your document portal where you will find these or enclosed within your welcome or renewal email.

Call our 24hr helpline to activate the WiseDriving theft tracking service: If you purchased your policy on or prior to the 28th June 2016 and have not made a change of vehicle, contact us on 0333 014 3457. If you purchased your policy or have made a change of vehicle on or after 29th June 2016 please contact us on 0333 20 20 001

iGO4 Complaints Data

iGO4 Ltd, including WiseDriving, is committed to publishing data regarding the complaints it receives from its customers and keeping that up to date. The latest data, for the period 1st July 2016 – 31st December 2016 is as follows:

Number of complaints opened by volume of business

Product/service grouping Intermediation (within the reporting period) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Insurance and Pure Protection Number of complaints opened per 1000 policies sold = 33.99 2881 2848 24.33% 70.72% 37.85% General admin/Customer service
How to make a complaint

If you have a complaint about any aspect of the service you receive please write to the Customer Service Manager, iGO4 Limited, iGO4 House, Staniland Way, Peterborough, PE4 6JT. Alternatively you can email us at Complaints@iGO4.com. If we cannot resolve the difference between us, you may refer your complaint to the Financial Ombudsman Service within six months of receiving our final response letter. The address is: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9GE. Their website is www.financial-ombudsman.org.uk and their telephone number is 0800 0234567 or 0300 1239123.

Complaints which your insurer is required to resolve will be passed to them by us. We will notify you when we do this. If you are unhappy with the decision you receive you can refer your complaint to the Financial Ombudsman Service within six months of receiving your insurer’s final response.