When are you open?

If you want to speak with someone about your policy, then you can speak with our experts at Insurance Factory, Monday to Friday from 8am to 8pm. If you want to catch them at the weekend, you can call them on Saturday from 9am until 2pm. The number to call them on is 0333 999 2809, alternatively, you can email them customerservices@woopworld.net
Who are Insurance Factory? Insurance Factory was established in 1974 and is part of the Markerstudy Group. Insurance Factory work with some of the largest brands in the UK and are a leading provider of specialist motor insurance, including telematics solutions. We think they’ve got the expertise to enable woop to bring you great young driver insurance.

Can I access my policy documents online?

Of course! We know our customers need access to documents instantly wherever they are, and we pride ourselves on being able to provide the information you need when you need it. You can access your policy documents HERE. If you’d prefer a paper copy, or just a spare copy, call Insurance Factory and they can arrange that for you.

What do I do if I have a crash?

We hope that this never happens, but if it does we can help. If someone else is involved, then take their details and the details of their vehicle. When it’s safe to, give us a call on 0333 323 4484, if you do this immediately, your excess will be reduced. Knowing about an incident sooner can help us deal with things better and help us get you back on the road sooner. We may even call you, as our telematics devices send us an alert if they think you’ve had an accident. This is all part of our effort to help you be a safer driver and get a policy that works for you!

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

For claims registered on or after 01/11/2018, our claims are managed by Inspire Claims Limited. Their handlers have years of experience and can help you with every aspect of your claim. If you ever need to speak with them, you can call them on 0333 323 4484, and if you need to write in their address is Inspire Claims Limited, 4 High Court, Leeds, LS2 7ES, but they'd always rather chat with you.

If your claim was registered before 01/11/2018, you’ll need to speak with Gallagher Bassett International. You can reach them on 0333 323 4484, if you need their address for anything it’s Gallagher Bassett Ltd, North Felaw Maltings, 48 Felaw Street, Ipswich, Suffolk, IP2 8PN.

What if I need to add someone to the policy?

No problem, just give Insurance Factory a call on 0333 999 2809. You can add a maximum of two additional drivers to your policy.

What should I do if my details change?

Please advise us immediately by calling 0333 999 2809 should any of your information change. Failure to provide correct and complete information to the best of your knowledge and belief or failure to inform us of any changes 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?

We will not pay any claim under any circumstances (including for theft) if your car is: left unlocked; or left with keys or key fobs in, on, or attached; or left with the engine running; or left with a window or roof open. This applies no matter how briefly any one of these occurs.
C 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?

Yes we offer two levels of breakdown cover, Roadside Assistance and UK Recovery including Homestart. You can add either option to your quote on our website or call us to get a quote on 0333 999 2809 and we can do this for you.

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?

Yes, as part of your policy you will have the minimum level of cover to drive in the EU. This is the equivalent or less than third party only cover.

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?

Yes you can provided you are over the age of 17, although you will have to pay interest. Just let us know you want to pay in this way when you buy your policy and we’ll arrange it all for you. If you are 17 then you will only be able to buy your policy by paying in full. 

What do I do if I still have questions?

You can contact us on 0333 999 2809 (opening hours Mon – Fri 8am – 8pm and Sat 9am – 2pm) or email us at customerservices@woopworld.net.