Coronavirus (COVID-19) update

Last updated: 31st March 2020

Following the Government’s announcement asking everyone to stay at home, we’re making some changes to the way we work to make sure we’re looking after our people and our customers. We’re setting up as many of our colleagues as possible to work from home, but this will take a few days.

In the short-term, we’re only accepting new business online. That means new customers can’t buy insurance over the phone.

Existing customers: Please don’t phone unless it’s absolutely necessary.

We need to prioritise:

  • Customers who have an urgent claim, for example your car is undrivable following an accident, you are injured, or your home is uninhabitable.
  • Customers who can’t pay now as a result of the Coronavirus pandemic, call us - we want to help you.

If you have questions about your renewal or want to make a change to your policy, you can use our virtual assistant. If your policy is due to renew in the next week and you haven’t opted for auto-renewal, please call us. If you have opted for auto-renewal, please make sure your insurance still meets your needs.

For more information and frequently asked questions about COVID-19, go to our Coronavirus help and support page.

DriveSure Box and DriveSure Plug-in FAQs

Device

How long does it take to fit the device?

DriveSure Box: Typically about 1 hour.

DriveSure Plug-in: The device will take you roughly 5 minutes to fit.

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Where will the device be fitted (location on car)?

DriveSure Box: The device is about the size of a mobile phone and will be located out of sight, typically in the dashboard area.

DriveSure Plug-in: The device is fitted on to the On-board Diagnostics socket (OBD). To find the location of the OBD socket in your car, please visit the DriveSure Plug-in Portal on www.mydriveSure.com

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Where will I have to go to get the device fitted?

DriveSure Box: To get the box installed, we’ll arrange a location with you. We install DriveSure Boxes in mainland England, Scotland and Wales. The location must be off road and must not be in a public car park.

DriveSure Plug-in: You fit the device yourself.

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What happens if I change my car?

DriveSure Box: Ensure that you contact us to notify us of any changes and we’ll stop collecting data from the telematics device within 14 working days of you notifying us. Depending on you car’s compatibility we’ll send you a DriveSure Plug-in or install a new DriveSure Box. If you’ve any questions, please email support@churchill.com

DriveSure Plug-in: Simply remove it from the OBD socket and re-install the device in your new car. Ensure that you contact us to notify us of any changes.

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What happens if there’s a fault with the device?

DriveSure Box: We’ll be able to identify if there’s a problem with the device and’ll then arrange a convenient time and place for you to bring the car. We’ll then be able to take a look at the device to see what the problem is.

DriveSure Plug-in: If there is a problem with the device that cannot be fixed remotely, we’ll organise with you to return the device to us in the pre-paid package and we’ll send you a replacement.

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General

Can my score go down?

Your score can improve as well as go down.

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Will DriveSure affect my premium at renewal?

We will consider your score at renewal, which may decrease or increase your premium depending on how well you drive.

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Can I access my driving information online?

After you’ve registered on the DriveSure Plug-in portal via www.mydrivesure.com/register, you’ll be asked to choose a username and password. You can then view your driving information and keep track of your score via the portal on www.mydrivesure.com.

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What does ‘comparative speed’ stand for?

It’s our measure of speed. It measures your speed in comparison to other road users. It doesn’t take speed limits into account. If our feedback suggests you are performing poorly on ‘comparative speed’ it means you are driving faster than other users of that road.

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What happens if my car is written off?

DriveSure Box: If you wish to continue on DriveSure we may be able to send a DriveSure Plug-in or fit a new DriveSure Box.

DriveSure Plug-in: If you wish to continue on DriveSure we may be able to send a replacement device for your new car.

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What happens if I cancel my Churchill Insurance policy?

DriveSure Box: We’ll switch off the device and remove you from DriveSure.

DriveSure Plug-in: We’ll switch off the device and remove you from DriveSure. You’ll be required to remove the device and return it in the pre-paid package.

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What data are you going to collect?

We are going to collect a variety of data to show us how and when your car is driven. This’ll include things like time of day, speed and type of road. For more details, please refer to the Terms & Conditions.

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What happens if I break the speed limit?

We strongly advise all drivers to obey the Highway Code and drive in accordance with the law. Your score is not calculated using the speed limit and the speed you are travelling at relative to the speed limit will not be used to influence the cover we provide to you under your existing insurance.

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Can I use DriveSure driving records for my tax return?

No, DriveSure is not designed to track your mileage for any tax returns.

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Who is U K Insurance Ltd?

U K Insurance Ltd is a company registered in England and Wales under company number 1179980 that underwrites the insurance policies of Churchill.

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What will you do with the data you collect?

We’ll analyse the collected data in order to build a picture of driving habits and behaviours. Using this data we hope to provide our customers with better and cheaper insurance. For more details, please refer to the Terms & Conditions.

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Who will be able to view my information?

A controlled group of U K Insurance Limited staff involved in the project as well as suppliers who provide a service to U K Insurance Limited. You’ll be able to track your own data on the DriveSure portal on www.mydrivesure.com

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Will my information be shared with other organisations?

No information which identifies you as an individual will be shared with organisations outside U K Insurance Ltd and their approved suppliers.

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Who does U K Insurance Ltd work with?

U K Insurance Limited works with suppliers – these are companies that provide and/or install telematics devices. Our scheme suppliers collect and transmit data to us when telematics devices are switched on and analyse that data on our behalf.

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Will my information be shared with the police?

In the event that your car is stolen and we are able to locate it, we may share the current location information with the police in order to facilitate its recovery. We’ll only share data in other circumstances if required to do so by law as is the case with information held about customers now.

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Will I be able to ‘see’ any of the information obtained from the device such as printed reports or view it via a web site?

Yes, you will be able to track your own data on the DriveSure Portal on www.mydrivesure.com.

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If I have an accident this year will you use the data you have collected?

Yes, the data may be used in two ways:

The technology should alert us of any accidents your car may be involved in. This would then let us call you in order to provide any necessary support.

In instances of disputed liability (where there is disagreement about who is responsible for an accident) data from the telematics device may be used to help us determine who was at fault.

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How do I get the device removed?

DriveSure Box: If you require the device to be removed you will need to contact us. We will then arrange an appointment to get the DriveSure Box removed.

DriveSure Plug-in: Simply unplug the device and return it using the pre-paid package supplied.

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Will it cost me anything to have the device removed from my car?

There’s no need to worry. We will appoint and pay for any engineer costs to remove the DriveSure box.

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How secure is my driving data?

All driving data, transferred between all relevant parties, adheres to the highest level of security and we ensure our partners have the same level of security. For more details, please refer to the Terms & Conditions.

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