Questions?


When are you open?

If you need to speak with someone about your policy, our Customer Servcies Team is available Monday - Friday from 9am until 5pm. However, if you took your policy out after 01/02/2021, then you can make changes to your policy or view your policy documents 24/7 by accessing the self-service portal HERE.

If you took a policy out before the1st of February 2021, then you can access your document portal HERE.

The New Claims Team are available 24/7 on 0333 323 4484.

Our Existing Claims Team are available Monday to Friday from 9am until 5pm on 0333 323 4484.

What do I do if I have a crash?

If you have a crash, your Woop Buddy will normally send us an incident notification, and one of our New Claims Team will contact you.

However, if we don't call and you need us, then you can call our Claims Team on 0333 323 4484. If you call us immediately after an incident, then we'll reduce your excess from £750 by 50% to £375.

If I call about a claim who will I be talking to?

We hope you never have to call our Claims Team, however, should you need to, Woop's claims are managed by Inspire Claims Limited. The handlers at Inspire Claims have years of experience and can help you with every aspect of your claim.

If you need to contact them you can:
Call: 0333 323 4484
Post: Inspire Claims Limited, 4 High Court, Leeds, LS2 7ES.

If your claim was registered before 01/11/2018, your claim will have been managed by Gallagher Bassett. You can call our Claims Team who can put you in contact with them on 0333 323 4484. Any documents can be sent to them at: Gallagher Bassett Ltd, North Felaw Maltings, 48 Felaw Street, Ipswich, Suffolk, IP2 8PN.

What if I need to add someone to the policy?

If your policy was taken out on or after 1st February 2021, then you can add a driver by using the self-service portal HERE.

For policies taken out prior to this date, then you can call our Customer Services Team to add a driver to your policy.

What should I do if my details change?

If your policy was taken out on or after 1st February 2021, then you can change your details using the self-service portal HERE.

For policies taken out prior to this date, then you can call our Customer Services Team update your details.

Whatever the case, it is very important that you inform us of any changes, as failure to provide correct and up-to-date information could adversely affect your policy, including invalidating your policy or claims being rejected or not fully paid.

Are there any important restrictions in your policy I should know about?

Your policy booklet will provide you with all the information on all policy terms, conditions, exceptions and exclusions.
 
However, we would like to draw your attention to these exclusions in particular:
 
  1. We will not pay any claim under any circumstances (including for theft) if your car is left unlocked, left with keys/key fobs in, on, or attached to your car, left with the engine running or left with a window, door or roof open. This applies no matter how briefly any one of these occurs.

  2. We will also not cover any claim which results from you driving your vehicle while under the influence of drink or drugs. If this does happen, you will be directly responsible for all aspects of the incident, and we will not be able to provide any cover for injury caused to you or any person, damage to your or another person’s vehicle, or damage caused to any property.

  3. If your car is damaged, we will pay the cost of repairing or replacing your vehicle up to its UK market value. This is the current value of the vehicle at the time of the claim – and it may be different to the amount you paid for your car or any amounts we spoke about when you insured your vehicle with us.

Do you charge any fees for anything?

Yes unfortunately as it does cost us to do certain things, but we try to keep these as low as possible, our terms business details what these all are.

Do you offer breakdown cover with your policies?

New policies will currently not be able to add breakdown as an optional extra. We're working hard to allow our policyholders to add breakdown to their policies, and hope to be able to offer this cover again soon.

Policies which were taken out before February 1st 2021 will have had the option to take out breakdown, and this will have been either Roadside Recovery or Homestart levels of cover. You can check your policy schedule to see what level of cover your policy has, by reviewing your documents in the Document Portal HERE.

What do I do if I want to complain?

If you need to complain, please call us on 0333 999 2809. If we cannot sort out the differences between you and us, you can take the matter to the Financial Ombudsman Service (FOS). Their address is: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Phone: 0800 023 4567 or 0300 123 9123. You can visit the FOS website at www.fos.org.uk. If your complaint relates to the motor legal expenses part of your policy, you can refer your complaint to arbitration instead (where an independent person, known as an arbitrator, makes a decision to settle the dispute).

Will woop cover me if I drive in Europe?

If you're travelling to Europe, please contact our Customer Services before you set-off so you can check that you have the correct level of cover. Failing to do so may have an impact on your cover in the event of an incident.

Can the policyholder and registered keeper be different?

Yes they can, but this is usually restricted to your spouse, partner, civil partner or parent.

Can the policyholder and the owner be different?

Yes they can, but this will usually be restricted to your spouse, partner, civil partner, parent or a lease company.

Do you provide cover if I'm still a learner?

Yes, our policies last for 12 months and require a woop buddy so you should only buy from us if you will be driving the car to be insured once you’ve passed your test. Once you pass your test you’ll need to tell us that you have a full licence but this won’t change the premium you pay.

Can I pay for my policy in instalments?

Policies taken out prior to February 1st 2021 will have been offered the choice to pay by instalments or in full.

We're currently unable to offer payment by instalments, but we will be adding this facility back as soon as possible.

It is important to note that instalments are only available if you are over 17. If you are 17, and want to pay by instalments, then someone over 17 will have to enter into the credit agreement on your behalf.

How much could I save at renewal?

This all depends on how you drive. Our online driving portal will give you a score and colour rating, which will let you know how your driving is being rated. Good drivers will have a high score and green rating, while drivers who need to improve aspects of their driving will have a lower score and a red rating.

What do I do if I still have questions?

You can contact us on 0333 999 2809 (opening hours Mon – Fri 9am – 5pm) or email us at customerservices@woopworld.net.