FAQs

Cover is effective immediately from the date selected, subject to accurate information being supplied during the quote. If you have any questions or want to check the progress of a policy please call us on 01608 647846.

There are a number of types of commercial business that we are unable to put on our quotation system, usually because of the type of information required or because they need to be individually underwritten. Quotation request forms are on the system for businesses which come up as 'refer trades' or fall outside the normal scope of cover. Most quotations take 48 hours but more complicated risks might take longer.

We can accept payment for the full amount by credit or debit card. Payment can be spread over a year by direct debit as long as the premium exceeds £100.

Credit card: there is no extra charge made for credit cards

Debit card: there is no extra charge made for debit cards.

Direct debit: a deposit is required to cover the first few months of cover then the remainder is spread over ten monthly payments. Interest charges are added to the price.

We will hold a quote and keep the rate for 30 days after you have taken a quote online. After this 30 day period you will have to go through the quote process again.

If you pay by credit or debit card you will be charged at the time you submit your policy.

In the event you need to make a claim telephone the insurer as soon as you can. The claim line telephone number is printed on your certificate of insurance. If you don't have that to hand you can always go to My Account, from there you can download a new set of documents. Alternatively just give us a call on 01608 647846 and we'll help get the claim registered for you.

As soon as you can, you should let us know so that we can amend your policy documents and send you a new certificate of insurance.

Yes please it's important that we have up to date contact details on file, both in case you have to make a claim and to make sure we can send you your renewal documents when the time comes. Especially important is that you let us know your current email address.

Don't worry if you lose your policy documents. Your insurance policy is available online in My Account, so you can always print out another copy if you need to do so. Any problems just give us a call on 01608 647846.

Our sites are protected by SSL encryption. This applies when you go in to one of our quotes systems where confidential personal data is stored.

It is our intention to provide you with a high level of customer service at all times, however, if you wish to register a complaint, please contact us:

In Writing: The Complaints Manager, CETA Insurance Limited, CETA House, Cromwell Business Park, Chipping Norton, Oxfordshire, OX7 5SR

By Phone: 01608 647846

By Email: [email protected]

If your complaint relates to a policy underwritten by an insurer at Lloyd’s please note that in some circumstances we may not be authorised to handle your complaint and will need to pass this onto your insurer. Please refer to your policy wording for full details of the complaints procedure in relation to your policy.

Details of Lloyd’s complaints procedures are set out in a leaflet “HOW WE WILL HANDLE YOUR COMPLAINT” available at www.lloyds.com/complaints and also available from the address below.

Where we hold authority to handle your complaint on behalf of an insurer at Lloyd’s and you are dissatisfied with the response that you receive from us, you can refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Lloyd's contact details are as follows:

Complaints
Lloyd’s
One Lime Street
London EC3M 7HA
Email: [email protected]
Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
Website: www.lloyds.com/complaints

Ultimately, should you remain dissatisfied with the response from any of the above, you may, if you are eligible, refer your complaint to the Financial Ombudsman Service (FOS). http://www.financial-ombudsman.org.uk/

If you wish to complain about an insurance policy purchased online you may be able to use the European Commission's Online Dispute Resolution platform, which can be found at the following address: https://ec.europa.eu/consumers/odr