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 the WiseDriving Mobile App?

This is a mobile app which utilises your phone’s GPS technology and the types of roads you use to record data relating to your driving style, including speed, acceleration, braking and night-time driving. The WiseDriving app is a free smartphone application that helps people learn safer driving behaviour.

If you have purchased a policy for our fixed box insurance, please don’t download our WiseDriving App.

How does the App work?

The WiseDriving App will monitor your driving behaviour via the GPS (Global Positioning System), feeding back data on your braking, acceleration, speed, night time driving together with where you are driving. Once this information is received it is converted into a score. The higher the score the better and you may get some money back. If you have a low score, however, we may ask you to pay additional premiums as drivers with low scores are at a higher risk of having a claim.

Tethering the app to our 12v device?

We will post you a 12v device in the post, which you should receive in 4 to 6 days from your purchase date. Once you receive this you will need to plug this into your vehicle and connect to our mobile app by following the instructions within the WiseDriving App.

Please click here for a video on tethering the WiseDriving App to your 12v device.

Who owns the WiseDriving App and 12v device?

We do, but you have our permission to access the WiseDriving App on your mobile phone and we will send you a 12v device in the post.

Is my phone or smartphone compatible?

You can try downloading our app from the links displayed below to see if your phone is compatible to use our WiseDriving App. We currently don’t support the below phones:

  • Windows
  • Blackberry
  • Nokia


If you have purchased a policy for our fixed box insurance, please don’t download our WiseDriving App.

Do I have to register with the app?

You only have to register to use the mobile app if you take out a WiseDriving policy. At any stage you can deregister by visiting ‘update profile’ in the menu and clicking deregister. If you deregister whilst your WiseDriving policy is still active this may lead to your policy being cancelled.

If you have purchased a policy for our fixed box insurance, please don’t download our WiseDriving App.

How do I download the app?

You can download our WiseDriving App from either Google Play (Android phones) or the App Store (iPhones). This will ensure that our WiseDriving App is compatible with your phone. The WiseDriving App does not currently support other types of phone such as BlackBerry, Nokia or Windows phones.

Click links displayed on the right hand side to download for free and to see if your phone is compatible for our driving app or if you have purchased a policy with us.

If you have purchased a policy for our fixed box insurance, please don’t download our WiseDriving App.

What happens if I lose, change or upgrade my phone?

If you change or upgrade your phone we recommend you confirm the new phone will support the WiseDriving App. It must be Android or iOS and have the correct operating system, see below:

  • iOS phones will be supported on the latest two versions
  • Android phones will be supported on Gingerbread and above

Click the links displayed on the right hand side to download for free and to see if your phone is compatible for our WiseDriving App.

Everything is saved to your profile so nothing is lost. In this case you can download the WiseDriving app on your new phone and log in with the same username and password you created. This will load your profile and journeys.

If your phone is lost, you will need to replace it, re-download the WiseDriving App and tether the App with your 12v device within 21 days to ensure you policy is not cancelled.

Find what operating system you are on?

For Android phones

Below are general instructions that work for most Android devices. For detailed instructions about a specific device, please check the User Guide.

To find out which Android OS is on your device:

  • Open your device's Settings
  • Tap About Phone or About Device
  • Tap Android Version to display your version information

iOS Phones

To find your iPhone software version, and your iPhone modem firmware:

  • Tap Settings
  • Tap General
  • Tap About

At the bottom you'll see Version in bold on the left, and a number series on the right.

I haven’t received my 12V device yet, how can I record my journeys?

All you need to do is download the app straight away by using the links we provide within our welcome email. The smartphone app will automatically start recording even though you haven’t received the 12v device and paired with the WiseDriving app. But if you haven’t received the 12v device within 7 days please visit our contact us page to call us.

What does the 12V device do?

The 12V device is used in conjunction with the WiseDriving app to collect telematics driving data. It is installed in the cigarette lighter (12V) port of your car and communicates with the WiseDriving app over Bluetooth technology.

What is the USB charging Port?

The device has a USB charging port that is essentially a free USB charger for your car. This can be used for your smartphone or other electronic device.

Once installed, can I remove the 12V device?

The device can physically be removed at any time, however it needs to remain in the 12V port in order to work with the smartphone app.

It is recommended that the 12V device is plugged in at all times during the term of your policy. If the 12v device is removed regularly we reserve the right to cancel your policy.

Will my insurer know if I have removed the device?

Yes, this is a telematics policy which monitors your driving behaviour, including use of the device.

Do I have to leave my Bluetooth on?

Yes, the WiseDriving app and 12V device are connected via Bluetooth. You need to have Bluetooth enabled on your smartphone.

How do I know if the 12v device is working?

The blue light indicates that your 12V device is connected and working. The red light indicates that the device is not connected (unless the device is receiving a software update).

Why is the light on my 12v device red?

The red light indicates that the device is not connected (unless the device is receiving a software update).

Why is the light on my 12v device on all the time?

This is down to the manufacturer of the car and the power supplied to the 12v port, however the device will ‘sleep’ after 5 minutes of inactivity and therefore will not drain your battery.

How do I pair the smartphone app and 12V device?

Once registered on the WiseDriving app, the app will automatically launch the 12v device wizard which will guide you through the process of connecting your 12v device.

Why can’t I pair the 12V device using the smartphone Bluetooth menu even though I see it in the menu?

You need to use the 12V device pairing wizard within the WiseDriving app to connect. This will guide you through the stages of pairing.

Do I need a data connection?

A data connection is not needed to record or pair the device. You will need a data connection to download the smartphone app initially, and to upload journey data.

What if I am a passenger in the car where the 12V device is active?

You can click stop recording and the app will stop recording your journey. The device will not activate Autostart to begin recording again until the device has been out of range of the device and back in range again.

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. Download the app straight away by using the links we provide, register your details and we will post the WiseDriving device to you. You can drive your vehicle without the WiseDriving device fitted by just using the WiseDriving App but make sure that once you receive the WiseDriving device you tether this to the WiseDriving App.

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. 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 throughout the life of your policy, meaning you control how much you pay by how you drive, it’s that simple

What documents do I need to provide when I take out a WiseDriving car insurance policy?

We may request to see your No Claims Discount (If applicable) and the V5 (proof of ownership) or New Keepers Supplement. These can be uploaded to us by clicking this link

Can I add other drivers on my policy?

Yes, you can include up to 4 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 of your named drivers are aware of this prior to using your car.

Please make sure that all named drivers on your policy download the WiseDriving App to their phones and connect to the WiseDriving device. If they don’t download and connect to the WiseDriving device then we will either remove the driver from your policy or cancel your policy.

Can I drive other cars?

No, cover for driving other vehicles is excluded under this policy.

Can I drive abroad?

Yes, this policy gives the minimum cover required by law to use Your Car in:

  • Any country which is a member of the European Union (EU);
  • Any other country which the Commission of the European Union approves as meeting the requirements of Article 8 of the European Union Directive on Insurance and Civil Liabilities arising from the use of motor vehicles (No.2009/103/EC).

Please refer to the second page of the Certificate of Motor Insurance for more information, or contact us at iGO4 if any clarification is needed.

We will provide Your policy Cover for foreign travel for up to the number of days shown on the Schedule in any one Period of Insurance, provided Your Car is taxed, registered and normally kept in the United Kingdom, and You keep a permanent home in the United Kingdom.

We will also provide Cover while Your Car is being transported by rail, air, inland waterway, the Channel Tunnel or by a recognised sea route to any country where this insurance operates and the journey time does not normally exceed 65 hours.

If Your Car becomes un-driveable as a result of loss or damage covered by this policy We will also pay the cost of delivering it to Your address in the United Kingdom. We will also pay customs duty if Your Car is damaged and We decide not to return it to this country after You make a claim under Your Contract.

Please note: that in the case of the WiseDriving Self-installed Device We will not be liable for any data upload charges. Please refer to Your mobile phone provider for instructions on how to upload data while travelling abroad.

Will I be charged for changes to my policy?

We charge a £35 administration fee for making changes to policies. There may be an additional premium or return premium based on any change in details. This may mean even a small change, which you might deem insignificant, (e.g. a slightly different car model, age of car or a different address) can result in a change of premium.

You can amend the following details online using your portal, which will not incur any administration fee.

Personal and contact details
Adding a driver to your policy
Amending an additional driver’s details
Amend your current mileage
Amend your insurance cover and usage of your vehicle

Please note changes may affect the insurance premium due which may increase or decrease depending upon the change made.

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 email which allows us to verify your email address for data protection. In order to complete the registration process you MUST click on the link in your registration email. 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.

There may be an additional premium or return premium based on any change in details which affect our underwriter’s view of the risk represented. Our insurance underwriter takes into account different risks and uses this to determine the risk and likelihood of a claim

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

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. We reserve the right to cancel your policy in the event of one or more Extreme Speeding Event.

Will my policy ever be cancelled because of my driving score?

Yes, 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 the next 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 after 10 November 2016.

Are there any mileage restrictions?

You state how many miles you intend to drive during the year and that’s it. If you look like you are going to do more mileage than expected, then please contact us or visit your online portal to and increase your mileage limit. This may be subject to an additional premium.

Why has some or all of my journey mileage or journey time not been recorded?

For a journey to be recorded your Location/GPS needs to be active on your phone together with Bluetooth to ensure the WiseDriving App tethers to the 12v Device. Your phone will also need to be in a clear line of site to the satellites, we recommend a cradle is used for the best performance. Other reasons your journeys may not be recording include; your battery life being below 15%, so we recommend using the 12v Device to charge your device during each journey; GPS in the area not being strong enough to accurately record the journey (or part thereof).

Why don’t some of my journeys record?

This could be due to the GPS reception not being good enough to record a journey accurately enough. The journey will be disregarded. To improve GPS reception, please see ‘Where should I place my phone to get the best GPS signal?’

Your journey may also not be recording if your journey was short in distance or time. This means the journey will be disregarded.

The WiseDriving App is set to autostop after 5 minutes of not driving. This means when you’re stuck in traffic the App may stop recording. The WiseDriving App will restart recording when it detects you are driving again. Also some journeys stop recording if your battery life is below 15%, so we recommend using the 12v Device to charge your device during each journey.

Why does GPS (Location Services) stay on when not using the WiseDriving App on my iPhone or Android phone?

The GPS (Location Services) remains on when the app is running in the background because this is how we monitor for autostarting the recording of a journey. This uses about 1% of the battery life every hour (the same as Apple’s location-based Reminders

Where should I place my phone to get the best GPS signal?

We recommend a cradle is used to ensure a clear line of sight to the satellites.

When is my car insurance premium reviewed?

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 throughout the life of your policy, meaning you control how much you pay by how you drive. It’s that simple.

Premium reviews are not affected by any claims you make during the policy year. If you have a claim in your current policy year, this won’t be considered until your renewal.

What is GPS?

What is GPS? Global Positioning System (GPS) is used to track journeys and enable navigation. Satellite technology is utilised to ensure accuracy and as a result we recommend a cradle is used during journeys to ensure your phone has a clear line of sight to the sky.

What if I forget my username or password and am unable to login to the WiseDriving app?

Click on the ‘forgot password’ link within our WiseDriving App which will automatically send an email to the email address used when you registered which will contain a link enabling you to reset your password

Does the App use my data allowance?

The App uploads your journey data via your data to ensure it is as up to date and accurate as possible; this also helps in the event of an accident as we receive the crash information immediately. The amount of data used is approximately 10mb (approximately the same as downloading 2 songs) and dependant on how much you drive. We recommend you use Wi-Fi where available to upload your driving details. You can reduce the data usage by selecting “Wi-Fi only upload” in settings. This uploads your journey records when you’re next connected to Wi-Fi rather than sending over your phone provider’s data network.

What happens if there is a weak GPS signal?

The strength of the GPS signal varies across the country and therefore the signal could drop at intermittent times, however we are aware this is the case and therefore it will not affect your score or policy. Your battery life being below 15% will also stop a journey being recorded so we recommend charging your phone via the USB port during each journey on our 12v device.

When is my journey data uploaded?

Once you have finished a journey the WiseDriving App will upload the trip information as soon as you have mobile network coverage. We recommend you use Wi-Fi where available to upload your driving details.

Will the App use my battery?

As the App utilises the GPS receiver and Low Energy Bluetooth the battery will be used so we recommend using the USB port to charge your phone during each journey on our 12v device.

Will the App cost me anything?

The WiseDriving App is free to download from Google Play or App Store. Click on the link on the right hand side of this page to download for free and to see if your phone is compatible for our driving app.

How does the app know if there are variable speed limits or there are temporary speed limits?

Although we keep our speed limit database as up to date as possible, we don’t always know about temporary reductions in speed limits due to variable speed limits and road works. We use the maximum speed limit for those roads. However, we know safe drivers don’t suddenly become unsafe drivers. Safe drivers observe temporary speed limits and take into account the driving conditions at the time.

How do you know if I’m using the App to monitor my driving?

To help us validate the information you’ve given us, we check various things using the monitored driving recorded by the WiseDriving App. For example, how often the WiseDriving App is used to monitor driving, how many miles are monitored (particularly in respect of the estimated annual mileage you gave us when you bought the policy).

Do I need to use the app to monitor when driving outside the UK or abroad?

No. We have reliable road speed limit information for England, Wales and Scotland. We don’t for other countries including for Northern Ireland, Channel Islands or Isle of Man. We recommend turning off your mobile data when driving abroad. If you forget to switch off the WiseDriving App then these journeys will not be taken into account but may use some of your data to upload to us.

Do I need to do anything to the App when driving?

No. You do not need to look at or touch the WiseDriving App whilst driving. The WiseDriving App will take care of switching on and off monitoring automatically and will tether to the 12v device when you get in the car. We recommend using the USB port to charge your phone during each journey on our 12v device.

Do I need a mobile phone signal?

No. Your journey will still be recorded even when you have no mobile phone signal. Our app uses your phone’s built-in GPS receiver. Your mobile phone signal is different to GPS.

Does everyone named on my policy need to download the App?

Yes, as it’s the car that is ultimately insured all named drivers need to download, use the WiseDriving App and tether to the 12v device. Failure to do these may result in the named driver being removed from your policy or the policy being cancelled.

Can I use my iPad or tablet?

The WiseDriving App has been designed for use on smartphone handsets only. You can check whether our WiseDriving App is compatible with your phone by downloading it from Google Play or the App Store.

Can I try the app before I take out a WiseDriving car insurance policy?

No but you can try downloading our WiseDriving App by clicking on the links on the right hand side of this page to see if your phone is compatible to use our WiseDriving Mobile App and then try getting a quote from us by clicking here.

Am I still insured if the App isn’t switched on?

Yes, however, it’s in our Terms and Conditions of the policy that all driving of the insured car is monitored using the WiseDriving App. Not using the WiseDriving App to monitor you driving the insured vehicle may lead to your policy being cancelled.

Where can I find out more about my monthly instalments/Direct Debit?

We work with third party Credit companies to provide you the option to pay your monthly instalments.

If you have any questions about your Direct Debits, please contact one of the following:

If your policy started or was renewed on or after 15th December 2016, then contact Close Brothers Premium Finance. They’re open:

  • 24/7 Telephone Service 0333 321 8566

Click here to log on or register to use the Close Brothers Premium Finance Online Portal.

If your policy started or was renewed before 15th December 2016, then contact Premium Credit Limited. They’re open:

  • Monday to Friday 8am to 6pm (excluding bank holidays): 08447369836

Or go to www.premiumcredit.co.uk where you’ll be able to access your Direct Debit agreement.

If you are paying your premium by monthly instalments the finance provider reserves the right to charge of up to £30 for any unsuccessful collection of a monthly instalment.

Do I need to advise you if I will not be driving my car for an extended period?

Yes, if you are not going to be driving your car for 21 or more consecutive days please contact us. If you do not contact us then your policy may be cancelled.

I use two phones, which one do I download the App on?

The WiseDriving App has to be used on all journeys so the WiseDriving App should be downloaded on your main phone that you take with you at all times and will need to be with you during your trip.

How do I make a missed Direct Debit payment?

If you would like to make a missed Direct Debit payment, please contact one of the following:

If your policy started or was renewed on or after 15th December 2016, then contact Close Brothers Premium Finance. They’re open:

  • 24/7 Telephone Service 0333 321 8566

Click here to log on or register to use the Close Brothers Premium Finance Online Portal.

If your policy started or was renewed before 15th December 2016, then contact Premium Credit Limited. They’re open:

  • Monday to Friday 8am to 6pm (excluding bank holidays): 08447369836

Or go to www.premiumcredit.co.uk where you’ll be able to access your Direct Debit agreement.

If you are paying your premium by monthly instalments the finance provider reserves the right to charge of up to £30 for any unsuccessful collection of a monthly instalment.

Do you give my information to the Police?

We don’t give your driving information to the Police or to any civil authorities unless we have your permission or we are required to do so by law (i.e. we’ve received a Court Order) or we suspect fraud.

Do I get a courtesy car with my policy?

Yes, if you use a repairer recommended by us, you will be provided with a courtesy car whilst Your Car is being repaired. This will be subject to availability and is NOT available if Your Car is written off or for accidents occurring outside the United Kingdom.

Could my car insurance premium go up as well as go down?

Yes. Your premium could go up, go down or stay the same depending on your driving score.

Can I cancel my policy and what’s the charge?

You can cancel your policy at any time. All our cancellation fees are listed in our Terms and Conditions or can be found on our Fees and Charges page.

Where does my data go?

We understand that data privacy is important to you therefore we ensure your data is stored on a secure server. For further information please refer to our Privacy statement.

What if I don’t use or forget to switch on the WiseDriving app?

We have got you covered. The app has a built in Autostart function which recognises that you are on the go and begins recording the journey.

Why hasn’t my score updated?

When recording of your journey stops, the WiseDriving App will try and send your journey data to us using your mobile data network. The WiseDriving App will continue to retry until you have mobile data coverage or you connect to Wi-Fi.

Why does the app say I was speeding when I wasn’t?

We’ve got a database of all the speed limits and we continually maintain where possible to keep as up-to-date as we can. However, the speed limit may have changed without our knowledge. If you have noticed that a speed limit is showing incorrectly on the WiseDriving App, we would appreciate your feedback.

Please email us by visiting our contact us page with the specific details (the time and date of the journey) and we’ll investigate. If our database is incorrect, we’ll correct it. If this has affected your driving score, we’ll remove any affected journeys.

Why did my journey stop and start recording?

The app is set to autostop after 5 minutes of not driving. This means when you’re stuck in traffic the app may stop recording and then, restart recording when it detects you’re driving again.

Another reason this can happen is if the GPS signal isn’t strong enough.

What if I disagree with my driving score or feedback?

Most of us think we’re probably pretty good drivers on the whole, so getting a driving score or some feedback saying you’re not so good isn’t always easy to take in. Our view of whether we think you promote safe driving behaviour is based on millions of miles of monitored driving data. The validity of the driving data has been tested extensively so we’re confident it’s representative and accurate. However, if after reflecting on how you’ve been driving, you disagree, please let us know by emailing us by visiting our contact us page with specific details (e.g. the times & dates of any example journeys where you believe we may be incorrect) and we’ll investigate.

What does my driving score mean and how is it calculated?

Your driving score reflects what safe driving behaviour you have exhibited. It can range from 0 to 100. The higher the score, the safer driving behaviour we think you exhibit. The key things you can do to improve your driving score are to:

  • Always drive within the speed limit
  • Accelerate and brake smoothly and not aggressively
  • Take corners and bends at safe speeds

If you take out a policy with us, we calculate the driving score we apply to your policy from when you register your policy to the WiseDriving App and your policy cover starts.

Where can I find my up to date driving score?

We calculate your driving score daily. Your latest and most up to date driving score is updated and shown on your phone or within your WiseDriving dashboard after each journey is uploaded to us either by your mobile data network or when you connect to Wi-Fi.

How can I improve my score?

To increase your score ensure you drive in accordance with the law. For example: always remaining within the designated speed limits will help your score. Reviewing your journeys will help you identify common practices that score you down and assist you to understand how you can improve your driving behaviours to raise your score. If you require more information on improving your driving score, click on our hints and tips for more details.

Register for the customer portal

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 email which allows us to verify your email address for data protection. In order to complete the registration process you MUST click on the link in your registration email. 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.

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 once the claim is closed and the full costs of the claim have been recovered. 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.

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

How to make a complaint

If you have a complaint about any aspect of the service you receive please write to Complaints, iGO4 Limited, iGO4 House, Staniland Way, Peterborough, PE4 6JT. Alternatively you can email us at Complaints@iGO4.com, or call our customer services team. 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 or contact them via the EU Online Dispute Resolution Platform at http://ec.europa.eu/consumers/odr. Full details of our complaints procedure are available on request.

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.

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 January 2016 – 30th June 2016, is as follows:

Number of complaints opened Number of complaints closed Complaints closed within 8 Weeks (%) Closed Complaints upheld by firm(%)
General Insurance and Pure Protection 1715 1563 1471 (94.11%) 712 (45.55%)
The complaints opened were in the following categories:

66 related to Advising, Selling and Arranging
904 related to Terms and Disputed Sums/Charges
705 related to General Administration
13 Arrears related
27 Other categories

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.

Click here to see our online video on how this works.

Who owns the WiseDriving Box?

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

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. If you have any queries regarding your appointment or have not heard from the engineers please call 0121 332 1226.

Please Click here for video on how the WiseDriving Box is fitted to your vehicle.

What happens if I can’t get an 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.

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 after you have taken a policy out with us 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.

Where is the WiseDriving Box fitted in my car?

This varies depending on the type of car you own, but it will normally be placed either behind the dashboard or in the door panel out of sight. The installation will require the drilling of two small innocuous holes (4mm) that are benign and concealed.

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.

Do I need to be present for the installation?

No, as long as you arrange for someone to give access to your car, including the keys, to our engineer, it doesn’t have to be you. You must make sure the person you leave in charge of your car has the required documents to show to the engineer though, or they won’t be able to complete the installation and you will be charged the missed appointment fee.

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 the 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 you purchase the insurance.

What are the 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.

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 purchasing your policy to begin recording your driving data.

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 the charges table within terms and conditions.

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 if you adhere to speed limits, how aggressively you accelerate and brake, and what time of day you are driving. Using this information we calculate your personal driving score out of 100.

Click here to see our online video on how this works

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. 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 throughout the life of your policy, meaning you control how much you pay by how you drive. It’s that simple.

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.

Can I add other drivers on my policy?

Yes, you can include up to 4 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 of your named drivers are aware of this prior to using your car.

Can I drive other cars?

No, cover for driving other vehicles is excluded under this policy.

Can I drive abroad?

Yes, this policy gives the minimum cover required by law to use Your Car in:

  • Any country which is a member of the European Union (EU);
  • Any other country which the Commission of the European Union approves as meeting the requirements of Article 8 of the European Union Directive on Insurance and Civil Liabilities arising from the use of motor vehicles (No.2009/103/EC).

Please refer to the second page of the Certificate of Motor Insurance for more information, or contact us at iGO4 if any clarification is needed.

We will provide Your policy Cover for foreign travel for up to the number of days shown on the Schedule in any one Period of Insurance, provided Your Car is taxed, registered and normally kept in the United Kingdom, and You keep a permanent home in the United Kingdom.

We will also provide Cover while Your Car is being transported by rail, air, inland waterway, the Channel Tunnel or by a recognised sea route to any country where this insurance operates and the journey time does not normally exceed 65 hours.

If Your Car becomes undriveable as a result of loss or damage covered by this policy We will also pay the cost of delivering it to Your address in the United Kingdom. We will also pay customs duty if Your Car is damaged and We decide not to return it to this country after You make a claim under Your Contract.

Please note: that in the case of the WiseDriving Self-installed Device We will not be liable for any data upload charges. Please refer to Your mobile phone provider for instructions on how to upload data while travelling abroad.

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

There may be an additional premium or return premium based on any change in details which affect our underwriter’s view of the risk represented. Our insurance underwriter takes into account different risks and uses this to determine the risk and likelihood of a claim

What changes can be made online?

You can amend the following details online using the customer 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, which could increase or decrease depending upon the change made:

  • Personal and contact details
  • Adding or removing a driver to or from your policy
  • Amending an additional driver’s details
  • Amend your mileage
  • Amend the usage of your vehicle
Will you cancel my policy if I exceed the speed limit?

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. We reserve the right to cancel your policy in the event of one or more Extreme Speeding Event.

Will my policy ever be cancelled because of my driving score?

Yes, 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 to 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 the next 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 after 10 November 2016.

Are there any mileage restrictions?

No, you state how many miles you intend to drive during the year and that’s it. If you look like you are going to do more mileage than expected, then please get in touch and we can increase your mileage limit.

Are there any hidden charges or restrictions?

You state how many miles you intend to drive during the year and that’s it. If you look like you are going to do more mileage than expected, then please contact us or visit your online portal to and increase your mileage limit. This may be subject to an additional premium.

When is my car insurance premium reviewed?

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 throughout the life of your policy, meaning you control how much you pay by how you drive. It’s that simple.

Premium reviews are not affected by any claims you make during the policy year. If you have a claim in your current policy year, this won’t be considered until your renewal.

Can I cancel my policy and what’s the charge?

You can cancel your policy at any time. All our cancellation fees are listed in our Terms and Conditions or in our Fees document.

I have questions about my Direct Debits?

Please contact one of the following:

If your policy started or was renewed on or after 15th December 2016, then contact Close Brothers Premium Finance. They’re open:

  • 24/7 Telephone Service 0333 321 8566

Click here to log on or register to use the Close Brothers Premium Finance Online Portal.

If your policy started or was renewed before 15th December 2016, then contact Premium Credit Limited. They’re open:

  • Monday to Friday 8am to 6pm (excluding bank holidays): 08447369836

Or go to www.premiumcredit.co.uk where you’ll be able to access your Direct Debit agreement.

If you are paying your premium by monthly instalments the finance provider reserves the right to charge a fee of up to £30 for any unsuccessful collection of a monthly instalment.

Do I need to advise you if I will not be driving my car for an extended period?

Yes, if you are not going to be driving your car for 21 or more consecutive days please contact us. If you do not contact us then your policy may be cancelled.

How do I make a missed Direct Debit payment?

If you would like to make a missed Direct Debit payment, please contact one of the following:

If your policy started or was renewed on or after 15th December 2016, then contact Close Brothers Premium Finance. They’re open:

  • 24/7 Telephone Service 0333 321 8566

Click here to log on or register to use the Close Brothers Premium Finance Online Portal.

If your policy started or was renewed before 15th December 2016, then contact Premium Credit Limited. They’re open:

  • Monday to Friday 8am to 6pm (excluding bank holidays): 08447369836

Or go to www.premiumcredit.co.uk where you’ll be able to access your Direct Debit agreement.

If you are paying your premium by monthly instalments the finance provider reserves the right to charge a fee of up to £30 for any unsuccessful collection of a monthly instalment.

Do I get a courtesy car with my policy?

Yes, if you use a repairer recommended by us, you will be provided with a courtesy car whilst Your Car is being repaired. This will be subject to availability and is NOT available if Your Car is written off, or for accidents occurring outside the United Kingdom.

Could my car insurance premium go up as well as go down?

Yes. Your premium could go up, go down or stay the same depending on your driving score.

How can I track my driving score?

You will have access to your own Wisedriving Dashboard. The Dashboard will show you your year to date score overall, and scores 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.

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. 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 logging onto your portal here. Once you have logged onto your account click on the link to your Dashboard.

How does the Box know if there are variable speed limits or there are temporary speed limits?

Although we keep our speed limit database as up to date as possible, we don’t always know about temporary reductions in speed limits due to variable speed limits and road works. We use the maximum speed limit for those roads. However, we know safe drivers don’t suddenly become unsafe drivers. Safe drivers observe temporary speed limits and take into account the driving conditions at the time.

Why does the Box say I was speeding when I wasn’t?

We’ve got a database of all the speed limits and we continually maintain where possible to keep as up to date as we can. However, the speed limit may have changed without our knowledge. If you have noticed that a speed limit is showing incorrectly on the WiseDriving Box, we would appreciate your feedback.

Please email us by visiting our contact us page with the specific details (the time and date of the journey) and we’ll investigate. If our database is incorrect, we’ll correct it. If this has affected your driving score, we’ll remove any affected journeys.

What if I disagree with my driving score or feedback?

Most of us think we’re probably pretty good drivers on the whole, so getting a driving score or some feedback saying you’re not so good isn’t always easy to take in. Our view on whether we think you’re a safe driver is based on millions of miles of monitored driving data. The validity of the driving data has been tested extensively so we’re confident it’s representative and accurate. However, if after reflecting on how you’ve been driving, you disagree, please let us know by emailing us by visiting our contact us page with specific details (e.g. the times & dates of any example journeys where you believe we may be incorrect) and we’ll investigate.

What does my driving score mean and how is it calculated?

Your driving score reflects how safe a driver we think you are. It can range from 0 to 100. The higher the score, the safer a driver we think you are. The key things you can do to improve your driving score are to:

  • Always drive within the speed limit
  • Accelerate and brake smoothly and not aggressively
  • Take corners and bends at safe speeds

The calculation of your driving score takes into account other driving behaviour parameters too. If you take out a policy with us, we calculate the driving score we apply to your policy from when your policy cover starts and the WiseDriving Box is fitted to your vehicle.

Registering for the customer portal

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 email which allows us to verify your email address for data protection. In order to complete the registration process you MUST click on the link in your registration email. 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.

What should I do if my car is stolen?

Call our 24hr helpline to activate the WiseDriving theft tracking service:

  • If you purchased your policy on or prior to 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 2000.
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.

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 at your next renewal.

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 once the claim is closed and the full costs of the claim have been recovered. 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 midterm.

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.

No Claims Discount information

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, please visit your document portal where you will find these or enclosed within your welcome or renewal email.

How to make a complaint

If you have a complaint about any aspect of the service you receive please write to Complaints, iGO4 Limited, iGO4 House, Staniland Way, Peterborough, PE4 6JT. Alternatively you can email us at Complaints@iGO4.com, or call our customer services team. 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 or contact them via the EU Online Dispute Resolution Platform at http://ec.europa.eu/consumers/odr. Full details of our complaints procedure are available on request.

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.

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 January 2016 – 30th June 2016, is as follows:

Number of complaints opened Number of complaints closed Complaints closed within 8 Weeks (%) Closed Complaints upheld by firm(%)
General Insurance and Pure Protection 1715 1563 1471 (94.11%) 712 (45.55%)
The complaints opened were in the following categories:

66 related to Advising, Selling and Arranging
904 related to Terms and Disputed Sums/Charges
705 related to General Administration
13 Arrears related
27 Other categories

Who are WiseDriving?

We’ve been here since the beginning and we’ve been leading the market from the start, because we’re different. We don’t have any curfews. We treat you as individual, we’re here to support you, so you pay less and become a safer driver.

WiseDriving insurance works - we know that because the majority of our customers improve their driving behaviour and pay less. If you don’t drive safely, your premium will increase but we’ll help you get better by sending you regular updates and feedback on your performance.

The telematics products collect information about how you accelerate and brake along with the speed and time of day that you drive. This information then creates a Driving Behaviour Score. The safer you drive the higher your Driving Behaviour Score. If you score well, you could reduce the premium you pay.

Our aim is to make you a safer driver, so we’ll help you with tips and ideas on and what improvements can be made to make you a safer driver.

You can watch our video’s below to see what telematics based products we can offer you

Click here to see our online video on how this works (mobile app)
Click here to see our online video on how this works (black box)

What documents do you require from me?

We may request to see your No Claims Discount (if applicable) and the V5 (proof of ownership) or New Keepers Supplement. You can either take a photo of these documents or scan them. These can be uploaded to us by clicking this link

Alternatively you can send us a copy in the post to the address on our contact us page.

Do I need to be present for the installation?

No, as long as you arrange for someone to give access to your car, including the keys, to our engineer, it doesn’t have to be you. You must make sure the person you leave in charge of your car has the required documents to show to the engineer though, or they won’t be able to complete the installation and you will be charged the missed appointment fee.

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 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 either offer you a fixed WiseDriving Black Box or our WiseDriving App.

If you have taken up a WiseDriving Black Box policy, then we will arrange for an engineer to install the WiseDriving Box within 14 days of purchasing your policy to begin recording your driving data.

If you have taken up a WiseDriving App policy then you will be able to download the App from either Google Play or App Store.

Can I add other drivers on my policy?

Yes, you can include up to 4 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 of your named drivers are aware of this prior to using your car.

Can I drive other cars?

No, cover for driving other vehicles is excluded under this policy.

Can I drive abroad?

Yes, this policy gives the minimum cover required by law to use Your Car in:

  • Any country which is a member of the European Union (EU);
  • Any other country which the Commission of the European Union approves as meeting the requirements of Article 8 of the European Union Directive on Insurance and Civil Liabilities arising from the use of motor vehicles (No.2009/103/EC).

Please refer to the second page of the Certificate of Motor Insurance for more information, or contact us at iGO4 if any clarification is needed.

We will provide Your policy Cover for foreign travel for up to the number of days shown on the Schedule in any one Period of Insurance, provided Your Car is taxed, registered and normally kept in the United Kingdom, and You keep a permanent home in the United Kingdom.

We will also provide Cover while Your Car is being transported by rail, air, inland waterway, the Channel Tunnel or by a recognised sea route to any country where this insurance operates and the journey time does not normally exceed 65 hours.

If Your Car becomes undriveable as a result of loss or damage covered by this policy We will also pay the cost of delivering it to Your address in the United Kingdom. We will also pay customs duty if Your Car is damaged and We decide not to return it to this country after You make a claim under Your Contract.

Please note that in the case of the WiseDriving Self-installed Device We will not be liable for any data upload charges. Please refer to Your mobile phone provider for instructions on how to upload data while travelling abroad.

What changes can be made online?

You can amend the following details online using the customer 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, which could increase or decrease depending upon the change made.

  • Personal and contact details
  • Adding or removing a driver to or from your policy
  • Amending an additional driver’s details
  • Amend your mileage
  • Amend the usage of your vehicle

There may be an additional premium or return premium based on any change in details which affect our underwriter’s view of the risk represented. Our insurance underwriter takes into account different risks and uses this to determine the risk and likelihood of a claim.

Can I cancel my policy and what’s the charge?

You can cancel your policy at any time. All our cancellation fees are listed in our Terms and Conditions or in our Fees document.

I have questions about my Direct Debits?

Please contact one of the following:

If your policy started or was renewed on or after 15th December 2016, then contact Close Brothers Premium Finance. They’re open:

  • 24/7 Telephone Service 0333 321 8566

Click here to log on or register to use the Close Brothers Premium Finance Online Portal.

If your policy started or was renewed before 15th December 2016, then contact Premium Credit Limited. They’re open:

  • Monday to Friday 8am to 6pm (excluding bank holidays): 08447369836

Or go to www.premiumcredit.co.uk where you’ll be able to access your Direct Debit agreement.

If you are paying your premium by monthly instalments the finance provider reserves the right to charge a fee of up to £30 for any unsuccessful collection of a monthly instalment.

Do I need to advise you if I will not be driving my car for an extended period?

Yes, if you are not going to be driving your car for 21 or more consecutive days please contact us. If you do not contact us then your policy may be cancelled.

How do I make a missed Direct Debit payment?

If you would like to make a missed Direct Debit payment, please contact one of the following:

If your policy started or was renewed on or after 15th December 2016, then contact Close Brothers Premium Finance. They’re open:

  • 24/7 Telephone Service 0333 321 8566

Click here to log on or register to use the Close Brothers Premium Finance Online Portal.

If your policy started or was renewed before 15th December 2016, then contact Premium Credit Limited. They’re open:

  • Monday to Friday 8am to 6pm (excluding bank holidays): 08447369836

Or go to www.premiumcredit.co.uk where you’ll be able to access your Direct Debit agreement.

If you are paying your premium by monthly instalments the finance provider reserves the right to charge a fee of up to £30 for any unsuccessful collection of a monthly instalment.

Do I get a courtesy car with my policy?

Yes, if you use a repairer recommended by us, you will be provided with a courtesy car whilst Your Car is being repaired. This will be subject to availability and is NOT available if Your Car is written off or for accidents occurring outside the United Kingdom.

Where is the Dashboard found on the website?

The Dashboard can be found by logging onto your portal here. Once you have logged onto your account click on the link to your Dashboard.

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. 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.

Why does the App or Box say I was speeding when I wasn’t?

We’ve got a database of all the speed limits and we continually maintain where possible to keep as up to date as we can. However, the speed limit may have changed without our knowledge. If you have noticed that a speed limit is showing incorrectly on the WiseDriving Box or WiseDriving App, we would appreciate your feedback.

Please email us by visiting our contact us page with the specific details (the time and date of the journey) and we’ll investigate. If our database is incorrect, we’ll correct it. If this has affected your driving score, we’ll remove any affected journeys.

What if I disagree with my driving score or feedback?

Most of us think we’re probably pretty good drivers on the whole, so getting a driving score or some feedback saying you’re not so good isn’t always easy to take in. Our view on whether we think you’re a safe driver is based on millions of miles of monitored driving data. The validity of the driving data has been tested extensively so we’re confident it’s representative and accurate. However, if after reflecting on how you’ve been driving, you disagree, please let us know by emailing us by visiting our contact us page with specific details (e.g. the times & dates of any example journeys where you believe we may be incorrect) and we’ll investigate.

Registering for the customer portal?

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 email which allows us to verify your email address for data protection. In order to complete the registration process you MUST click on the link in your registration email. 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.

What should I do if my car is stolen (only for black box customers)?

Call our 24hr helpline to activate the WiseDriving theft tracking service:

  • If you purchased your policy on or prior to 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 2000.
Can you tell me more about Theft Tracking (only for black box customers)?

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.

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 at your next renewal.

What should I do if my car is stolen (only for black box customers)?

Call our 24hr helpline to activate the WiseDriving theft tracking service:

  • If you purchased your policy on or prior to 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 2000.
Can you tell me more about Theft Tracking (only for black box customers)?

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 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 once the claim is closed and the full costs of the claim have been recovered. 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 midterm.

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.

How to make a complaint

If you have a complaint about any aspect of the service you receive please write to Complaints, iGO4 Limited, iGO4 House, Staniland Way, Peterborough, PE4 6JT. Alternatively you can email us at Complaints@iGO4.com, or call our customer services team. 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 or contact them via the EU Online Dispute Resolution Platform at http://ec.europa.eu/consumers/odr. Full details of our complaints procedure are available on request.

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.

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 January 2016 – 30th June 2016, is as follows:

Number of complaints opened Number of complaints closed Complaints closed within 8 Weeks (%) Closed Complaints upheld by firm(%)
General Insurance and Pure Protection 1715 1563 1471 (94.11%) 712 (45.55%)
The complaints opened were in the following categories:

66 related to Advising, Selling and Arranging
904 related to Terms and Disputed Sums/Charges
705 related to General Administration
13 Arrears related
27 Other categories