FAQs

1.    Contact

Please contact the claim assistance company White Horse Administration Services Limited by email queries@white-horse.ie. Please quote the insurance certificate number starting 'C100' and Questor Insurance in your email.  The telephone number is 0871 664 7995. 

2. What you will need to present to allow your claim to be processed:

- A copy of your Certificate of Insurance
- A copy of your Rental Contract
- A copy of your Charge Receipt (if separate from the Rental Agreement)
- A copy of the Law Enforcement / Police Report (if applicable) for Damage / Loss over £50.00
- A Copy of your credit card statement showing payment of the damages claimed
- A Copy of the driving licence of the person involved in the accident (the driver)
- Renter’s copy of the Vehicle Rental Company accident damage report
- Invoices / Receipts / other documents confirming the amount you have paid in respect of Accident / Damage / Loss etc. for which the Vehicle Rental Company holds you responsible
- Name and address of your bank together with the sort code and account details. This will facilitate
payment directly to your bank.

Please note, failure to provide this information may result in your claim being delayed. If a claim is made or suit is brought against the named insured, the named insured shall immediately forward to the Company every demand, notice, summons or other process received by him / her or his / her representative.

1. In the first instance, please put your complaint in writing to: 

The Customer Services Manager
Questor Insurance Services Ltd,
Gallery 4, 12 Leadenhall Street,
London,
EC3V 1LP

Email: assistance@questor-insurance.co.uk

2. In the event you remain dissatisfied and wish to escalate a complaint, you can do so by contacting:

The Chief Executive Officer
Strategic Insurance Services Ltd,
46 – 48 East Smithfield,
London,
E1W 1AW

3. Upon receiving the outcome of your complaint from Strategic Insurance Services Limited, if you are still not satisfied with the way your complaint has been dealt with, you can then ask the Financial Ombudsman Service to review your case. You can contact them at the following address:

Financial Ombudsman Service,
South Quay Plaza
183 Marsh Wall
Docklands
London
E14 9SR

Tel: 0845 080 1800 
Email: complaint.info@financial-ombudsman.org.uk

The Financial Ombudsman Service is an independent body that arbitrates on complaints about general insurance products. It will only consider complaints after you have been provided with written confirmation that the internal complaints procedure has been exhausted.

Note: Your statutory rights
Your statutory rights are not affected if you choose to follow any of the complaints procedures above. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

When you hire a car in the UK, Europe or further a-field your car rental agreement will cover CDW (collision damage waiver), theft and third party liability. Should anything happen to the vehicle during your rental agreement you will be required to pay a portion of the costs to the car rental company (the excess). This can be as much as £2,000 with some car rental companies. This insurance is designed to cover this excess payment, as well as other items such as damage to tyres, windscreens and the under body of the car which are often the financial responsibility of the hirer and can be expensive!

It is your choice if and where you decide to purchase a Hire Car Insurance policy. By purchasing a policy with Protect your bubble prior to departure you have time to review and understand the cover being provided (if you buy at the car rental desk you are unlikely to have time to read the terms and conditions of any additional waiver cover purchased). Our policy is in plain English, not translated from the local language. Our cover is much wider than most car rental companies and includes benefits for lost keys, lock out cover, personal accident, baggage, curtailment and drop-off charges. Protect your bubble’s Car Hire Excess Insurance could provide significant cost savings against the charges made by car rental companies.

This insurance insures the policyholder as Lead Driver on the car rental agreement plus any other persons eligible to buy this insurance if they are named on the certificate of insurance and car rental agreement for any physical loss or damage to the vehicle hired up to the excess shown in the car rental agreement including loss or damage to tyres, windscreen, under body of the vehicle and towing charges. In addition the policy also covers for each car rental agreement:

Our policies cover the policy holder (who must be the person renting the car) plus any additional drivers declared on the car rental agreement.

There are two territories: - 1. Europe - means all countries West of the Ural Mountains, British Isles, Ireland, islands in the Mediterranean, Morocco, Tunisia, Turkey, Canary Islands, Madeira, Iceland and the Azores, except rentals within 150 kilometres of your home in your usual country of residence. 2. Worldwide - means any country In addition we offer worldwide including SLI. Supplementary Liability Insurance. (SLI) is top up third party insurance applicable to those territories where there is no or very low limits of third party liability insurance, for example, USA. SLI tops up any mandatory insurance to $1,000,000

This allows you to top up your third party liability cover (third party liability covers you for any negligent act that causes damage to another persons property or bodily injury). It is supplementary Liability Insurance and provides 3rd party liability up to $1m and is required where there is no or very low limits of third party liability cover. In certain territories outside of the European Union third party liability insurance is not mandatory or the mandatory limits are inadequate. This includes countries such as the USA, Canada and New Zealand for example. Your car rental company may include adequate third party liability as part of your rental but you should ask them to confirm the amount of cover provided. If your car rental company does not provide adequate third party liability they will offer this when you pick-up your car. This means that there is likely to be a substantial additional cost to your car rental package. Protect your bubble’s SLI cover provides you with peace of mind by topping up the cover to $1,000,000.

An annual policy covers you for unlimited car rentals during the year up to 31 days per rental.

Once you purchase the policy you do not need to buy any additional insurance from the car rental company. The car rental company will reserve the excess amount shown in the car rental agreement against your credit card to cover damage that you might incur during the rental. If you do damage the car the car rental company will assess the damage and provide you with a loss damage report and deduct the amount from your credit card. On your return home please contact AXA Assistance (their details are in the policy) to report the claim. Once you submit the claim form and documents required to prove the loss occurred it takes approximately 10 days to settle the claim. Our product administrators Questor Insurance are there to assist you once your claim is submitted and they have processes in place to ensure that claims are dealt with efficiently and within the agreed service level agreements.

See our policy wording for full procedures.