Zego is your day-to-day contact and is responsible for setting up the policy, issuing documents, responding to any queries you have, managing your claims and responding to any complaints.

This policy document explains the cover that we provide and the terms and conditions that apply. We have tried to make it as jargon-free and easy to understand as possible. If there is anything that you do not understand, please get in touch.

To make this document easier to understand, some important words are listed below. Wherever these words or phrases appear in this document, they will be in bold text and they will always mean the same thing. Other words may appear in bold, such as titles and headings. Unless they are listed below, they will have no special meaning.

Please report any accident to us immediately, even if you don’t plan to make a claim.
If you report the accident to us within 24 hours, we’ll reduce your excess by £250 (excluding glass claims). Prompt reporting allows us to manage the claim efficiently, helping to keep costs down and provide cheaper premiums.

Claims can be reported 24 hours a day, 7 days a week, 365 days a year.

If you’re involved in an accident:

Gather as much information as possible:

To support your claim and preserve your No Claims Discount:

Ask the other parties to call our claims helpline - we may assist with repairs or a courtesy vehicle. If your car is undrivable, remove all personal belongings before leaving it or it is recovered.

What you must do is subject to a Terms and Conditions (see Page 13).

You must provide a police crime reference number if you wish to claim for theft, attempted theft, vandalism or malicious damage.

You may cancel this policy at any time. You are the only person who can cancel this policy and you must tell all insured drivers that the insurance cover has been cancelled.

You can cancel this policy by contacting us at:

Sometimes we might cancel your policy but only if there is a valid reason to do so. Here are some of the reasons why:

This is not a complete list of reasons. If we need to cancel your policy, we will tell you why at least 5 days before the cancellation date using the last email address that you gave us.
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If we reasonably suspect fraud or financial crime, then your policy can be cancelled immediately, without giving notice or refunding any premium or fees.

If a claim has been reported, we will not refund any premiums, and any remaining premiums will need to be paid to us. If a claim is made after the cancellation has been processed, you need to repay any refund given to you.

Details of fees and charges can be found here - https://www.zego.com/fees-and-charges/.

If any part of the premium was paid under a finance agreement, we will settle any outstanding amount due to the finance company first before sending any balance to you. You will still need to pay any interest and fees that are due under the finance agreement.

If we reasonably suspect fraud, then your policy can be cancelled immediately, without giving notice or refunding any premium or fees.

If you are a resident of Northern Ireland when you cancel the policy you must return the certificate to us.

Your policy will renew automatically using the payment details that you last gave us. If your card details have changed, you must let us know. If you want to opt out of automatic renewal, you can do this in the Sense app or by the contact details above. You need to let us know at least 3 days before your renewal date if you want to opt out or that you don’t want to renew. Payment will be taken after then.


If we are unable to offer renewal, we’ll let you know at least 21 days before your policy ends, so you can arrange cover somewhere else.

We understand that sometimes things go wrong. When this happens, we want you to let us know so we can try and put things right. You will find our full complaints procedure on our website https://support.zego.com/s/article/uk-complaints, or you can contact us and we will send them to you.

If you remain dissatisfied or your complaint is unresolved within 8 weeks, you may be able to take the matter to the Financial Ombudsman Service (FOS). Information about their services can be found on their website www.financial-ombudsman.org.uk or by contacting them;

If you are a business and for any reason your complaint falls outside of the jurisdiction of the FOS, then we will still respond to your complaint but if we cannot sort out the differences between us, you will not be able to refer the matter to the FOS.

This will not affect your legal rights.

It’s important that you read and understand these conditions. You and all insured drivers must follow these conditions, if not we may take one of the following actions:

You must answer all questions we ask you accurately and truthfully, and check that the information shown on the statement of insurance and the schedule is correct. If anything needs to be changed, please let us know as soon as possible.

You must tell us as soon as possible about any changes such as:

If your situation changes, there might be in a change to your premium. You may also be charged an administration fee. The administration fee may apply even if the change results in a lower premium.

Details of fees and charges can be found here - https://www.zego.com/fees-and-charges/ as shown in Zego’s Terms of Business.

If we can no longer cover you, we’ll have to cancel your policy.

If you don’t tell us about changes, or we haven’t agreed it’s okay, then your policy might not cover you, and we might not pay any claims.

We will contact you before your renewal to confirm the new payment amount and the information used to calculate it.

If you choose to opt out of automatic renewal and want to renew, you’ll need to contact us before your policy’s end date, otherwise it will end automatically on the end date and time shown on the certificate.

There are times we can’t renew your policy. If this happens, we’ll let you know before your policy ends. Some reasons might include:

If you, an insured driver, or anyone representing you:

we may:

Where we identify fraud or financial crime we may:

If we have made a payment that we would not otherwise have made, you must repay that amount to us. If we have provided you with a courtesy car or made any payment as part of a claim then you must return the courtesy car or payment to us when we or our approved repairer, ask you to do so.

If you suspect you have purchased the policy via an unauthorised route you must contact us immediately. You can check the list of regulated and authorised brokers on the Financial Conduct Authority’s (FCA) website - https://register.fca.org.uk/s/.

You and insured drivers must take all reasonable steps to protect your car from any loss or damage. This includes closing and locking the doors and windows when your car is parked. Maintaining your car in a road legal condition, including checking the tyre treads are above the required limit and having a valid MOT if your car needs one. You should update your car’s software when the manufacturer recommends it, and only use approved sources for these updates

If you haven’t paid the full amount for any period of insurance, we might refuse to pay part of a claim or deduct any unpaid amount from any amount that we pay you.

You must not admit fault, negotiate, or refuse a claim without our written agreement. We may:

If we must make a payment under the law of another country that we would not normally have to make, you must repay us this amount.

Your policy will not provide any cover and we will not pay any claims, if this is prohibited or would expose us to any sanction, prohibitions or restrictions under United Nations resolutions or any trade or economic sanctions, laws or regulations.

Sense is our mobile app which uses your location information and motion data to build up a clearer understanding of:

Sense is secure and cannot access any other apps, files or documents on your phone such as emails, messages, calls, contacts, photos, or any other information.
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Don't worry we won’t share Sense data with the police or other authorities to support a prosecution unless a court order legally requires us to do so.

You must:

This must be done when the period of insurance starts.
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If you don’t do this we may cancel your policy. Please refer to the cancellation section.
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If you stop following the rules for the Sense app (for example you uninstall the app, sign out, deny the necessary permissions or we aren’t receiving daily trip or diagnostic data), we’ll contact you and ask you to rectify the situation. If you do not rectify the situation within the time that we say, we’ll cancel your policy. Please refer to the cancellation section.

For more information on how to setup and set the correct permissions please visit: https://www.zego.com/blog/how-to-download-and-log-in-to-the-zego-sense-app/

We assess the data that we collect from Sense to see how ‘risky’ your driving is. That is to say, the risk that you might have an accident if you continue to drive in the same style. Using our unique algorithms, we convert the data into your Sense score. You can see the score in the Sense app. There, you will see how your driving affects the score and find hints and tips on how changes to your driving may improve your score.

If your Sense score suggests that you are at a higher risk of having an accident, we will identify specific areas to improve and a date when your score needs to improve by. If your Sense score doesn't improve enough, unfortunately we may cancel your policy.

The Sense app is there to help us understand your driving habits better, so we may use your Sense data to provide a price based on how you drive at your renewal.

We may use your Sense data to ensure that claims are settled fairly and to help us identify fraud.

We may use your Sense data to check the details you have given us. This includes things like where you keep your car overnight and the amount of mileage that you drive.

If we believe your policy details need updating, we’ll contact you. This may result in an extra premium being due and you may be charged an administration fee. If we can no longer insure you, we may cancel your policy.

This policy does not provide any cover in the circumstances described in this section, other than when we are required to by the Road Traffic Acts.

It is important that you read these exclusions in full and show them to everybody covered to drive your car. Please contact us if there is anything that you or an insured driver does not understand.

We will not pay for any loss, damage, injury or other liability when your car is being:

We will not pay for:

We will not pay for any loss or damage to your car:

We will not pay for any indirect losses unless they’re specifically covered by this policy. This includes things like loss of use of your car, travel costs or loss of earnings.

We will not pay for loss or damage if your car is legally taken, kept or destroyed by any Government, public or local authority or for any costs to get it released.

We will not pay for any legal liability that arises because of you entering into any agreement or contract unless you would have been liable if the agreement or contract did not exist.

We will not pay for any loss, damage, injury or liability if it’s covered by another insurance policy.

We will not pay for any loss, damage, injury or liability if your car is being used to carry hazardous goods. These include:

In a hazardous location, unless it’s in an area open to the public for access or parking. These include places like:

We will not pay for any loss, damage, injury or liability caused by:

unless it results from a sudden and unexpected accident.

We will not pay for any loss, damage, injury or other liability while your car is being used or driven:

This applied anywhere, including derestricted toll roads such as the Nurburgring Nordschleife.

We will not pay for any loss, damage, injury or liability if your car is used in any area where aircraft normally operate, such as places where they take off, land, refuel or park.

We will not pay for any loss, damage, injury or other liability which result either directly or indirectly from:

We will not pay for any loss, damage, injury or liability, cost or expense caused by a malicious or criminal act or series of acts, affecting any system of a motor vehicle including but not limited to: computer virus, hacking, denial of service or unauthorised access, corruption or deletion of data.

We will not pay for any loss, damage, injury or liability that occurs outside of the period of insurance.

We won’t pay for any loss, damage, injury or liability while your car is outside the territorial limits, unless this is allowed under section 9 (Foreign Travel).

This shows what is covered if somebody is injured or killed or property is damaged in an accident involving your car.

It is important that you and all insured drivers read this alongside the ‘What we do not cover’ section in full to understand what is, and what is not covered. If anything is not clear, please contact us.

If you or an insured driver have an accident involving your car or a courtesy car, we will pay the amount you are legally responsible for, following:

We will also pay the cost of emergency treatment to injured people if the Road Traffic Acts require us to do so.

We will provide the same cover for the legal or personal representative of you or any insured driver in the event of their death.

Legal costs will not be paid unless agreed in writing in advance of any legal proceedings defending or representing anyone insured under the policy.

We will pay for loss or damage caused to your car in an accident, by vandalism, fire, theft or attempted theft.

You will need to pay the excess shown on the schedule. We will not charge an excess if your car cannot be repaired as a result of damage caused solely by fire, theft or attempted theft.

You must provide a police crime reference number if you wish to claim for theft, attempted theft, vandalism or malicious damage

We aim to handle all claims quickly and get you back on the road as soon as possible. Using our approved repairers and services is the best way to do that.

If you make a claim that we agree is covered and your car is damaged and cannot be driven, or an injury prevents you or anybody else from driving it, we will arrange and pay:

If you make your own recovery arrangements, we’ll cover reasonable storage costs if you agree them in advance with us. We may choose to relocate your car to a more economical storage site.

We’ll either repair your car it or make a payment to you.

If your car is repairable but we are unable to complete or guarantee the repairs, we will offer you a payment to cover reasonable costs of parts and labour less the excess. If we give you a payment, the most we will pay is the market value of your car.

If we repair your car, you will need to pay the excess to the repairer.

Our approved repairers may use parts that haven’t been made by your car's manufacturer. They may be refurbished or undamaged green parts but will be of a similar type and quality. This will not affect any warranty or guarantee from the manufacturer.

We guarantee the repair work carried out by our approved repairer for as long as you own your car. Parts are guaranteed by their manufacturer. If you choose not to use an approved repairer, we cannot guarantee any of the work.

While your car is being repaired by an approved repairer, we’ll offer to provide a courtesy car if one is available. If your car is specially adapted car or if you or an insured driver have an automatics-only driving licence, we’ll do our best to supply a suitable vehicle. It will be covered under the same terms as this policy. You’ll be responsible for running costs like fuel and any fines.

If a courtesy car isn’t available or you would prefer not to use one, we’ll contribute up to £15 per day for alternative transport until repairs are complete.
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A courtesy car will not be provided and we will not pay for other travel costs if your car cannot be repaired, has not been recovered after being stolen, or if you do not use an approved repairer.

If the cost to fix your car would be uneconomical based on your car’s market value, we will agree one of the following options with you:

We can pay you the market value of your car and your car becomes our property; or
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We can pay you the market value of your car less the value of the salvage and you can keep your car. If you want to keep the car, an engineer must agree it’s repairable under the Code of Practice for the Categorisation of Motor Vehicle Salvage. We will only continue to insure the car if it was declared a category N write off.
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Whichever you choose, we’ll deduct the excess, any premiums and amounts outstanding on finance agreements first.
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If you do not contact us with details of a new car within 7 days of the settlement payment being issued, we will cancel your policy. If you replace your car within 7 days of the settlement payment being issued, subject to our acceptance criteria and payment of any additional premium, we will agree to continue your policy in relation to that replacement vehicle.
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OR
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If your car is:

We will either replace or pay to replace your car with one of the same make, model, condition and specification, provided one is available in the UK. If you’re financing your car, we’ll need permission from the finance company and anyone else with a financial interest in your car.
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If an exact replacement isn’t available, we’ll pay you the market value of the car, minus any excess, with the agreement of all interested parties. Once we replace the car or make a payment, we’ll take ownership of your car.

If you wish to keep a private plate, you have 30 days from the agreed settlement date to transfer it to a DVLA retention certificate at your expense. Otherwise, we’ll dispose of it along with the car.

We will pay the cost of repairing or replacing damaged windscreen or window glass, recalibrating Advanced Driver Assistance Systems (ADAS); and repairing scratches to the bodywork caused when the glass was broken.

You will need to pay the excess to the repairer.
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Our approved repairers may use parts that haven’t been made by your car's manufacturer but they will be of a similar type and quality.
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We guarantee the repair work carried out by our approved repairer for as long as you own your car. Parts are guaranteed by their manufacturer. If you choose not to use an approved repairer, we cannot guarantee any of the work.
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If you choose not to use our approved repairer, the most that we will pay is £100 after the deduction of your excess.
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Your No Claims Discount will not be affected by claims made under this section.

If you are making a valid claim under Section 2, we will pay up to £300 for loss or damage to belongings that were in your car at the time of the incident.

This includes child car seats and belongings owned or being looked after by you or any passenger in your car at the time of the incident.

We will pay up to £5,000 if you or your partner are accidentally killed or injured while travelling in, or getting into or out of your car.

The injury alone must be the only cause of:

within 90 days from the date of the incident.

This policy provides the minimum insurance needed by law to drive your car

We will provide the same policy cover that applies in the territorial limits for up to 90 days while you are driving your car

The same terms, conditions and exclusions that apply in the territorial limits will also apply while you are abroad.
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If you want to drive your car abroad for more than 90 days, you will only have the legal minimum cover required by the law of the country that you are in.

We will not provide any cover outside of the territorial limits:

If we ask, you must send us proof of your NCD within 7 days of the period of insurance starting. If you do not, or we receive proof that does not match the number of years you have claimed or it is not valid, we may apply an additional premium and charge an administration fee or cancel your policy.

To be valid, NCD must have been earned

As soon as you have 12 months or more continuous claims free cover with us, your NCD will increase by one year.

The level of discount applied will be in line with our NCD scale, applicable at the time of renewal.

If we have made any payment on a claim which we have not yet recovered, or which we cannot recover from any other party, your NCD discount will be reduced, even if you are not at fault. Any claim where we have fully recovered our costs will not affect your NCD.

Where you have comprehensive cover, you will be allowed one claim for glass damage during the previous continuous 12-month period of insurance without any impact upon your NCD, provided that an approved repairer is used.

If you are eligible and have paid any extra premium, NCD protection will be shown on your schedule.

Your NCD is protected for the first accident or claim that happens during the previous continuous 12-month period of insurance. However, your overall premium may still increase following an accident/claim even if you were not at fault. Further claims may see your NCD reduced.

If you make a claim your NCD entitlement at will change as follows:

This policy is underwritten by Extracover Insurance Company Ltd (or EICL).

This contract is between you and Extracover Insurance Company Limited (the “Insurer”). Only you have rights under this agreement, and no one else can enforce any part of it.

The contract is made up of:

You entered into this contract with the Insurer by agreeing to the terms and paying the premium. As long as you and all insured drivers follow the terms in this policy, we’ll provide insurance cover to protect against claims for injury, loss, or damage during the period of insurance.

This product meets the demands and needs of someone who needs to insure their personal car for social, domestic and pleasure purposes. That includes travelling between your home address and usual place of work or education. You have not received a personal recommendation or advice from us regarding the suitability of this product.

Hard copies of documents are available upon request, at no additional cost.

This contract is governed by the laws and courts of England and Wales, and all communication will be in English. Please ensure you and all insured drivers are aware of the policy terms and conditions. If you need clarification on any part of this document, feel free to contact us.

You must inform all insured drivers that their personal information has been provided to us and ensure they know where to find our Privacy Notice.

For a full copy of our Privacy Notice, which outlines in detail how we and any other parties (including, but not limited to, Extracover Insurance Company Limited) may use any personal data, together with all of your rights and how to exercise these, just follow this link: www.zego.com/privacy.

All phone calls, emails and any other written or electronic communications with us may be monitored and recorded. The recordings may be used to prevent and detect fraud and financial crime and for training and quality control purposes.

Information relating to this policy and the vehicles insured under it will be added to the Motor Insurance Database (“MID”) managed by the Motor Insurers’ Bureau (“MIB”). MID and the data stored on it may be used by certain statutory and/or authorised bodies including the Police, the DVLA, the DVANI, the Insurance Fraud Bureau and other bodies permitted by law for purposes not limited to but including:

If your car is involved in an accident (either in the United Kingdom, the EEA or certain other territories), insurers and or the MIB may search the MID to obtain relevant information. Persons (including his or her appointed representatives) pursuing a claim in respect of an accident (including citizens of other countries) may also obtain relevant information which is held on the MID. It is vital that the MID holds the correct vehicle registration number(s). If it is incorrectly shown on the MID you are at risk of having the vehicle seized by the Police.

You can check that all vehicle registration number details are shown on the MID at www.askmid.com.

Extracover Insurance Company Limited are covered by the Financial Services Compensation Scheme (“FSCS”): You may be entitled to compensation from the scheme if Extracover Insurance Company Limited cannot meet its obligations. This will depend on the circumstances of the claim.

Further information about the compensation scheme arrangements can be found on the FSCS:

Zego is a trading name of Extracover Limited, which is authorised and regulated by the Financial Conduct Authority. (FRN: 757871). ExtraCover Limited is registered in England and Wales, No 10128841. Registered address: 7th Floor Exchange House, 12 Primrose Street, London, EC2A 2BQ.