Frequently asked questions

Select a question from the list and the answer will be displayed.

If you can’t find the answer you need, then please email contact@geoffreyinsurance.com and someone will be able to assist you.

Geoffrey Insurance Services (formerly known as Chaucer Direct) is the direct insurance arm of Zenith Marque our sister company, who have been providing motor insurance since 1965.  Geoffrey Insurance Services joined Markerstudy Group of Companies in 2015 which is predominantly known for its insurance companies Markerstudy Insurance Company Limited and Zenith Insurance.

Yes, our contact centre is based in the UK. Our team of contact centre staff are available to assist you from 8am to 9pm Monday to Friday, 9am to 5pm Saturdays and 9am to 4pm Sundays and Bank Holidays. We are open every day except Christmas day.

  • 8am to 9pm Monday to Friday
  • 9am to 5pm Saturdays
  • 9am to 4pm Sundays and Bank Holidays
NCD (No Claims Discount) is a reward for not making a claim on your motor insurance policy.  So if you have insured a private car or van in your name in the UK within the last two years, and can supply proof that you have not made a claim, we may be able to give you a discount on your policy.
The following are acceptable as proof of NCD:
  • A current renewal schedule showing the number of years of NCD
  • A letter from the previous insurer showing the number of years NCD
  • An email attachment from your previous insurer showing the number of years NCD
You will need to notify us of any changes to your circumstances as soon as they happen.  By doing this we can keep your details up to date and provide you with an accurate renewal premium.
We need to know about all claims that have occurred in the past three years for any driver that is on the policy. These are relevant to your quotation, regardless of who was at fault. We will check your claims history using an insurance industry database where insurers share details about claims.
We will refer to industry registers to help check the information you have provided.  It is standard industry practice to pass information in this way to the Claims Underwriting Exchange (CUE), run by Insurance Database Services Ltd (IDSL) and the Motor Insurers Anti Fraud Register (MIAFTR) run by the Association of British Insurers (ABI).  If any undisclosed claims information is found this may affect your premium and we may require further documentation relating to this.
In common with other insurers, we will pass information to the Claims Underwriting Exchange (CUE), run by Insurance Database Services Ltd (IDSL) and the Motor Insurers' Anti Fraud Register (MIAFTR), run by the Association of British Insurers (ABI). We will refer to these registers to help check the information you have provided.  If any undisclosed information is found, this may affect your premium and we may require further documentation relating to this. If an additional premium (including an administration fee of £20) is required it will be charged to the credit /debit card used at inception. If we have debited an additional premium and you subsequently provide written evidence from your previous insurer that the claim information that we relied upon was incorrect, we will refund the additional premium less the administration fee. If your policy becomes unacceptable as a result of the undisclosed claim(s) it will be cancelled.
In the event that your vehicle is deemed uneconomical to repair, and the loss is covered by your policy, you will still need to pay the balance of your premium before we settle your claim. Any outstanding premium you owe may be taken from the amount of the claim.
A voluntary excess is an option on our policy to decrease your premium by increasing the amount you pay if you claim. A voluntary excess is in addition to the compulsory excess we apply to your policy based on your quote details.
Your insurance premium does not change but you will incur interest charges if you pay by this method. The APR charged is 24.9%.
The initial deposit is set at 25% of the annual premium and this cannot be changed. 
Your policy does not automatically include breakdown cover, however we can provide this additional cover through a company called Call Assist. There are five levels of cover starting from £25 for home start cover. Full details can be obtained from our Contact Centre Team on 01227 284 020.
Yes you can and this can be a combination of vans or cars.  If you have another vehicle insured with Geoffrey Insurance Services you will receive a discount on your van premium. Call us on 01227 284 848 to find out more.

If you make a claim, for damage sustained to your car, following an accident where it is established that the driver of the other vehicle was not insured to drive that vehicle, then we promise to refund your excess and reinstate your No Claims Discount, provided:

  • The accident is not your fault; and
  • You are able to supply the make, model, colour and registration number of the responsible vehicle; and
  • You are able to supply the responsible driver’s name and address: and
  • Where possible, supply details of independent witnesses to assist in confirming who is at fault.

You may be required to pay your excess whilst we investigate the circumstances of the accident and if these are still ongoing when your policy falls due for renewal, then we may have to reduce your No Claims Discount.
However, once we have identified the uninsured driver and established that they were to blame for the accident, we will refund the cost of your excess, reinstate your No Claims Discount and refund any additional premium you had to pay to us for any temporary loss of your No Claims Discount.

You can teach someone to drive in your car providing they are named on your policy. You must be present in the vehicle at all times, hold a current UK drivers licence for at least three years and be over the age of 21.
Alternatively you can take out Geoffrey Insurance Services Learner Driver insurance which is a car insurance product specifically designed for UK learner drivers. It is a tailor made product for provisional drivers, helping learner drivers get much needed private practice without risking your No Claims Discount. 
If you have a comprehensive policy and agree to use one of our approved repairers, you may be entitled to a courtesy car for the duration of the repair. This is subject to availability of the courtesy car at the repairer and whether your car can be repaired. We will not provide a courtesy car if we decide it is a total loss.

To make a change to your car insurance policy such as: changing your address, adding a driver, upgrading the level of cover you require or any other query call us on the number below.  Please refer to the Fees and Charges section of the website to understand any charges that may be incurred.

We're here to make sure your claim is handled as efficiently as possible and help you get back on the road. It is important that you call us as soon after an incident as possible and within 24 hours.

If you have an incident

Our friendly UK-based claims team are on-hand 24 hours a day, 365 days a year to offer assistance.


For claims occurring:

Inside the UK

01227 284090

Outside the UK

00 44 1252 820161


Alternatively you can email us at contact@geoffreyinsurance.com

 

NCD (No Claims Discount) is a reward for not making a claim on your motor insurance policy.  So if you have insured a private car or van in your name in the UK within the last two years, and can supply proof that you have not made a claim, we may be able to give you a discount on your policy.
Your insurance policy is a 12 month contract, but you are entitled to cancel it at any point.  If you cancel within the 14 day cooling off period you will be charged a pro-rata time on risk charge and a £25 administration fee.  If you cancel outside the first 14 days you will be charged a pro-rata cancellation fee and up to a £50 administration fee.  If you pay your insurance by direct debit, you may owe us some money depending on at what point in the month you cancel your policy. All return premiums are subject to having no outstanding claims.

You can cancel your insurance policy at any time. All you need to do is return your current Certificate of Motor Insurance and let us know you want to cancel by calling 01227 284 848.


Within 14 Days

If you cancel your Geoffrey Insurance Services policy within 14 days of receiving your policy documents, you will be charged for the period of time you have been covered plus a cancellation fee of up to £25.


After 14 Days

If you cancel your Geoffrey Insurance Services policy more than 14 days after receiving your policy documents, you will be charged for the period of time you have been covered plus a cancellation fee. That fee will not be more than £50, and never more than the unpaid part of your premium (if you have been with Geoffrey Insurance Services for more than one year, then the maximum cancellation fee you will be charged is £20). If your policy was bought directly from us rather than via a price comparison website, cancellation fees will be lower. The table of fees are as follows;


Policy Cancellation Fees

When Cancelled Price Comparison Direct Renewing Customers
   First 14 days £25 £25 £20
   Day 15 - Month 3 £50 £35 £20
   Months 4 - 6 £42 £30 £20
   Months 7 - 9 £34 £25 £20
   Months 10 - 12 £25 £20 £20

Other Fees

Geoffrey Insurance Services will also charge a fee in the following circumstances:

  • Mid-term adjustment to the policy - £20
  • Documents by post - £20
  • First failed direct debit payment - £10
  • Second failed direct debit payment - £20


Monthly Instalments

If you decide to pay for your premium by monthly instalments, the following interest rates will apply:

Fixed Interest Rate at 12.57%

Annual Percentage Rate of Charge (APR) at 24.90%

Interest is calculated at the start of the Agreement and is applied equally over all instalments.


Additional Cover

We will not refund payments for additional cover if your Geoffrey Insurance Services insurance policy is cancelled. Additional cover includes:

  • Breakdown cover
  • Guaranteed Hire Car
  • Keycare
  • EU Insurance cover
  • No Claims Discount cover
  • Increased personal accident cover


If you change your mind

If you cancel your policy, but then return to Geoffrey Insurance Services as a policyholder within six months, your cancellation fee will be taken off your new policy premium.


Other Cancellation Provisions

In certain circumstances (including the event that you fail to pay your premium on time), we may cancel your policy. You will be given a seven day notice period before cancellation and we will tell you why the insurance has been cancelled. We will refund any premium due to you after deducting any cancellation fees.

For each fault claim you make, you will lose two years NCD. In common with other insurers, our entitlement scale ends at six years, so although you may declare nine years NCD, a fault claim will result in this being knocked back to four years.
 
Number of years NCD Number of years NCD following 1 fault claim Number of years NCD following 2 fault claims
1 0 0
2 0 0
3 1 0
4 2 0
5 3 1
6 or more 4 2

Click here to view the car insurance policy documents

You can cancel your insurance policy at any time. All you need to do is return your current Certificate of Motor Insurance and let us know you want to cancel by calling 01227 284 848.


Within 14 Days

If you cancel your Geoffrey Insurance Services policy within 14 days of receiving your policy documents, you will be charged for the period of time you have been covered plus a cancellation fee of up to £25.


After 14 Days

If you cancel your Geoffrey Insurance Services policy more than 14 days after receiving your policy documents, you will be charged for the period of time you have been covered plus a cancellation fee. That fee will not be more than £50, and never more than the unpaid part of your premium (if you have been with Geoffrey Insurance Services for more than one year, then the maximum cancellation fee you will be charged is £20). If your policy was bought directly from us rather than via a price comparison website, cancellation fees will be lower. The table of fees are as follows;


Policy Cancellation Fees

When Cancelled Price Comparison Direct Renewing Customers
   First 14 days £25 £25 £20
   Day 15 - Month 3 £50 £35 £20
   Months 4 - 6 £42 £30 £20
   Months 7 - 9 £34 £25 £20
   Months 10 - 12 £25 £20 £20
Your insurance policy is a 12 month contract, but you are entitled to cancel it at any point.  If you cancel within the 14 day cooling off period you will be charged a pro-rata time on risk charge and a £25 administration fee.  If you cancel outside the first 14 days you will be charged a pro-rata cancellation fee and up to a £50 administration fee.  If you pay your insurance by direct debit, you may owe us some money depending on at what point in the month you cancel your policy. All return premiums are subject to having no outstanding claims.
NCD (No Claims Discount) is a reward for not making a claim on your motor insurance policy.  So if you have insured a private car or van in your name in the UK within the last two years, and can supply proof that you have not made a claim, we may be able to give you a discount on your policy.
The following are acceptable as proof of NCD:
  • A current renewal schedule showing the number of years of NCD
  • A letter from the previous insurer showing the number of years NCD
  • An email attachment from your previous insurer showing the number of years NCD
For each fault claim you make, you will lose two years NCD. In common with other insurers, our entitlement scale ends at six years, so although you may declare nine years NCD, a fault claim will result in this being knocked back to four years.
 
Number of years NCD Number of years NCD following 1 fault claim Number of years NCD following 2 fault claims
1 0 0
2 0 0
3 1 0
4 2 0
5 3 1
6 or more 4 2
You will need to notify us of any changes to your circumstances as soon as they happen.  By doing this we can keep your details up to date and provide you with an accurate renewal premium.
We need to know about all claims that have occurred in the past three years for any driver that is on the policy. These are relevant to your quotation, regardless of who was at fault. We will check your claims history using an insurance industry database where insurers share details about claims.
We will refer to industry registers to help check the information you have provided.  It is standard industry practice to pass information in this way to the Claims Underwriting Exchange (CUE), run by Insurance Database Services Ltd (IDSL) and the Motor Insurers Anti Fraud Register (MIAFTR) run by the Association of British Insurers (ABI).  If any undisclosed claims information is found this may affect your premium and we may require further documentation relating to this.
In common with other insurers, we will pass information to the Claims Underwriting Exchange (CUE), run by Insurance Database Services Ltd (IDSL) and the Motor Insurers' Anti Fraud Register (MIAFTR), run by the Association of British Insurers (ABI). We will refer to these registers to help check the information you have provided.  If any undisclosed information is found, this may affect your premium and we may require further documentation relating to this. If an additional premium (including an administration fee of £20) is required it will be charged to the credit /debit card used at inception. If we have debited an additional premium and you subsequently provide written evidence from your previous insurer that the claim information that we relied upon was incorrect, we will refund the additional premium less the administration fee. If your policy becomes unacceptable as a result of the undisclosed claim(s) it will be cancelled.
In the event that your vehicle is deemed uneconomical to repair, and the loss is covered by your policy, you will still need to pay the balance of your premium before we settle your claim. Any outstanding premium you owe may be taken from the amount of the claim.
A voluntary excess is an option on our policy to decrease your premium by increasing the amount you pay if you claim. A voluntary excess is in addition to the compulsory excess we apply to your policy based on your quote details.
Your insurance premium does not change but you will incur interest charges if you pay by this method. The APR charged is 24.9%.
You will need to notify us of any changes to your circumstances as soon as they happen.  By doing this we can keep your details up to date and provide you with an accurate renewal premium.
The initial deposit is set at 25% of the annual premium and this cannot be changed. 
Your policy does not automatically include breakdown cover, however we can provide this additional cover through a company called Call Assist. There are five levels of cover starting from £25 for home start cover. Full details can be obtained from our Contact Centre Team on 01227 284 020.
Yes you can and this can be a combination of vans or cars.  If you have another vehicle insured with Geoffrey Insurance Services you will receive a discount on your van premium. Call us on 01227 284 848 to find out more.
If you drive your van to and from work and transport business related goods you will need to select "Carriage of Own Goods". Please note there is no cover for loss of, or damage to any goods being carried in your vehicle.
 
Social, domestic and pleasure will cover your vehicle for personal use only (excludes using your vehicle in conjunction with your occupation/trade).
 
Social, domestic, pleasure and commuting will cover your vehicle whilst travelling to and from a single place of work.

If you are off on your travels to Europe and plan to take your van, make sure you have the right level of insurance in place. With a Geoffrey Insurance Services policy you are automatically covered for driving in the EU for third party claims and for the same level of cover as your main UK cover for any trip of up to 3 days.  You cannot exceed 90 days in total in any one insurance year.

You can purchase additional cover (at anytime) for trips that will be longer than 3 days or for annual cover for all trips of up to 90 days in total to give you comprehensive cover.

Yes, theft cover of the vehicle is included on both comprehensive and third party fire & theft policies.
Geoffrey Insurance Services will insure vans, pick ups and double cabs.
Yes. You are entitled to a replacement van if you have comprehensive insurance cover with Geoffrey Insurance Services. You will be covered for up to seven days for a small car derived van when you use one of our approved repairer.

Existing customers

 

To make a change to your van insurance policy such as: changing your address, adding a driver, upgrading the level of cover you require or any other query call us on the number below.  Please refer to the Fees and Charges section of the website to understand any charges that may be incurred.

Call 01227 284 020


Lines are open from:

  • 8am to 9pm Monday to Friday
  • 9am to 5pm Saturdays
  • 9am to 4pm Sundays and Bank Holidays

Email us:

contact@geoffreyinsurance.com
 

You can cancel your insurance policy at any time. All you need to do is return your current Certificate of Motor Insurance and let us know you want to cancel by calling 01227 284 848.


Within 14 Days

If you cancel your Geoffrey Insurance Services policy within 14 days of receiving your policy documents, you will be charged for the period of time you have been covered plus a cancellation fee of up to £25.


After 14 Days

If you cancel your Geoffrey Insurance Services policy more than 14 days after receiving your policy documents, you will be charged for the period of time you have been covered plus a cancellation fee. That fee will not be more than £50, and never more than the unpaid part of your premium (if you have been with Geoffrey Insurance Services for more than one year, then the maximum cancellation fee you will be charged is £20). If your policy was bought directly from us rather than via a price comparison website, cancellation fees will be lower. The table of fees are as follows;

Policy Cancellation Fees

When Cancelled Price Comparison Direct Renewing Customers
First 14 days £25 £25 £20
Day 15 - Month 3 £50 £35 £20
Months 4 - 6 £42 £30 £20
Months 7 - 9 £34 £25 £20
Months 10 - 12 £25 £20 £20

Other Fees

Geoffrey Insurance Services will also charge a fee in the following circumstances:

  • Mid-term adjustment to the policy - £20
  • Documents by post - £20
  • First failed direct debit payment - £10
  • Second failed direct debit payment - £20


Monthly Instalments

If you decide to pay for your premium by monthly instalments, the following interest rates will apply:

  • Fixed Interest Rate at 12.57%
  • Annual Percentage Rate of Charge (APR) at 24.90%

Interest is calculated at the start of the Agreement and is applied equally over all instalments.


Additional Cover

We will not refund payments for additional cover if your Geoffrey Insurance Services insurance policy is cancelled. Additional cover includes:

  • Breakdown cover
  • Guaranteed Hire Car
  • Keycare
  • EU Insurance cover
  • No Claims Discount cover
  • Increased personal accident cover


If you change your mind

If you cancel your policy, but then return to Geoffrey Insurance Services as a policyholder within six months, your cancellation fee will be taken off your new policy premium.


Other Cancellation Provisions

In certain circumstances (including the event that you fail to pay your premium on time), we may cancel your policy. You will be given a seven day notice period before cancellation and we will tell you why the insurance has been cancelled. We will refund any premium due to you after deducting any cancellation fees.

Click here to view the van insurance policy documents

We're here to make sure your claim is handled as efficiently as possible and help you get back on the road. It is important that you call us as soon after an incident as possible and within 24 hours.

If you have an incident

Our friendly UK-based claims team are on hand 24 hours a day, 365 days a year to offer assistance.

If you're an existing customer and you need to tell us about an accident involving damage or loss to your car, please phone us immediately on:

01227 284090

Alternatively you can email us at contact@geoffreyinsurance.com

To help us process your claim:

  • Contact us as soon after the incident as possible
  • Have your policy number and vehicle registration to hand
  • Give us as much information about the incident as you can including the full name, address of all third parties and witnesses, as well as full details of all the vehicles involved in the accident

Geoffrey Insurance Services Learner Driver is provided in partnership with Provisional Marmalade Limited which is authorised and regulated by the Financial Conduct Authority number 542063. Marmalade is a trading style of Provisional Marmalade Limited.

The policy is designed to sit alongside your existing motor policy and provides fully comprehensive cover whilst the learner driver is practicing driving in your car.

Should any claim arises whilst your child is driving, the claim is made on provisional licence holders insurance policy and does not affect your own policy or your no claims discount.

Our Learner Driver policy allows you to insure most cars providing they are in insurance group 32 or less and have a current market value of less than £20,000.

Any driver who is over 25, who currently holds a current valid full UK driving licence, and has done for at least three years, can supervise the learner driver’s practice. It need not be the person who owns the car.

The policy covers a named driver only, but if you have more than one child currently learning to drive you can take out a policy for each driver.

 

If there is an accident, or the car has a fire or is stolen whilst the learner driver is driving, you will need to pay the first £250 towards any claim.

The cost of cover depends on the length of policy you choose and where you live. We only need your postcode and age to provide a quote.

We hope you are happy with the cover this Learner Driver policy provides. However, you have the right to cancel it within 14 days of receiving the policy documents or the start of the policy, whichever is later, without giving any reasons. If that happens, we will refund the premium, first deducting payment for the period of time you have been on cover and a £10 administration charge.

After this time, you can cancel the policy at any time and receive a refund for any full months of cover which are outstanding, less a £10 administration charge. There is no refund of any part months left on the policy.

When you pass your test all cover under the Provisional license policy ceases immediately. If you pass your driving test sooner than you expect, you can have a refund on any unused full months of cover, subject to an administration charge of £10. There is no refund of any part months left on the policy.

The Learner Driver Insurance policy is underwritten by Zenith Marque Insurance Services. Zenith Marque Insurance Services is a specialist motor insurer focusing on private car, motor cycle and light commercial motor insurance. Provisional Marmalade are the adminstrators of the product.

Click here to view the learner driver insurance policy documents