Frequently Asked Questions

In which language will the contract be concluded?

We present all documents in English.

When does my cover begin and end?

Policy cover commences on the date that you have requested. Depending on your need or preference, the policy can last from any period between 1 to 5 years.

How can I make a complaint?

We operate a comprehensive complaints procedure. If you are not satisfied with the service you receive from us you should contact Lockton Mobility on 0845 602 8000 (between the hours of 9am to 5pm Monday to Friday, except bank holidays) or email mobility@uk.lockton.com. If we are unable to satisfactorily resolve your problem, subject to your eligibility, we will provide you with details of the Financial Ombudsman Service. Please review the full procedure in your policy wording.

How do I make a claim?

To make a claim please telephone Lockton Mobility's dedicated claims team on 0845 602 8000 between 9am and 5pm Monday to Friday (excluding bank holidays) to provide us with details of the potential claim. Please have your certificate number to hand. We may ask you to complete a claim form and provide us with a repair quote.

Do you operate a refund policy?

As a private individual you are entitled to a 14 day cooling-off period in which you will receive a full refund of the premium paid (minus our £3 admin fee). This is on the understanding that no claims have been made, in which case the contract of insurance would become valid. After this period a discretionary pro-rata refund will be calculated due to the amount of unused cover remaining, minus £25 to cover our operational costs.

Who underwrites the policy?

The Lockton Mobility policy is underwritten by Royal & Sun Alliance Insurance plc which is authorised and regulated by the Financial Services Authority as an insurance company and to undertake insurance mediation under Registration No 202323. You can check this on the FSA Register by visiting www.fsa.gov.uk/Pages/register/index.shtml or by contacting the FSA on 0845 606 1234

How do I renew my policy?

At least 21 days before each policy renewal date we will advise you in writing the premiums, terms and conditions and all other relevant information that will apply for the following year. If you wish to change or cancel this policy please advise us at your earliest convenience.

The various payment options available will also be explained.

How will my personal data be used?

Your personal data will be controlled and processed by Lockton Mobility for the purpose of providing insurance quotations.

We may disclose your personal data to other companies within the same group as Lockton LLP or to advisers or third parties assisting in providing services for you.

How do we keep our records accurate?

We will make every reasonable effort to ensure the information we hold about you is accurate and up-to-date. Under the Data Protection Legislation you are entitled to request a copy of the personal data we hold on you by writing to us. If you find any errors please notify us and we will correct them promptly.