How can we help?

Frequently Asked Questions

• What do I need to apply for insurance?

  To best prepare for your insurance application, keep in mind that we will need the following details:
  

  • Personal details such as your name, date of birth, and address.
  • Your occupation or if you’re retired.
  • Your contact details such as telephone or email.
  • The registration of your car.
  • Any information on your car, such as make, model, mileage, and engine size.
  • Details of any modifications to your vehicle.
  • Your driving history, so try to remember any No Claims Bonus or unspent convictions.
  • Depending on the type of insurance, you may need your log book (Vc5). 
  • If you’re insuring your caravan, it’s best to have the CRi number written down if it’s registered.

  Then, when you’re ready, call us on 0800 0815 024, and we’ll start working on getting you covered.

• What is acceptable as proof of my address?

  Utility bills dated within the last three months are ideal for proof of address. We accept electric, gas, council tax and water bills as evidence of your address. 

  The letter must show your address and the date it was sent out. We can also accept digital versions of bills that show your address.

• Are there any cancellation charges?

  Cancellation charges will always vary between insurers. You can find full details on the fees in the terms of business in your welcome pack and your policy wording. Alternatively, you can also take a look at our terms of business online. 

• After I’ve taken out a policy, can I change it to a different type of insurance?

  If you’ve purchased a policy corresponding to a type of vehicle but wish to change it, you must cancel your existing policy to buy a new one.

  Please be aware that cancelling your policy may result in additional fees, which will vary depending on your insurer. For the exact breakdown of cancellation charges, check your policy wording if there are any charges from your insurer and our terms of business for cancellation fees from us.

• I can’t find my policy documents. What should I do?

  If you’ve lost a physical copy of your policy documents, we’re happy to help.

  Email us at info@staveleyhead.co.uk and we can help you get hold of your policy documents. Alternatively, you can call us on 0800 0815 024.

• How do I make a claim?

  We’re sorry to hear that you need to make a claim. Our claims team operates 24/7 to take your calls. If you need to make a claim, you can find the direct number to your insurance type on our claims page or just call us on 0333 3709 999

  We always advise customers to call us within 24 hours of an accident and to have their information on hand. However, we understand this time can be very stressful and distressing. If you’re having difficulty locating any documents or information, our team will guide you through the process to help you have all you need.

• I want to amend my policy. Who do I call?

  If you want to review your cover or make any changes to your policy, don’t hesitate to get in touch with us.

  Call us on 0800 0815 024 and we’ll guide you through this process step by step.

• I need support. Who do I contact?

  Our customer service team will be able to help you and offer you any support or guidance.

  If it’s easier, you can call us on 0800 0815 024, but we’re always available via e-mail at info@staveleyhead.co.uk.

• How do I complain?

  We aim to provide a first-class service to all our customers. However, we accept that, on some occasions, we may fall short of your expectations. 

  Should you wish to complain, you may do so by:

  • Sending an e-mail to info@staveleyhead.co.uk.
  • Calling our Customer Service team on 0800 0815 024.
  • Writing to Staveley Head, Dee House Parkway, Deeside Industrial Estate, Parkway, Deeside CH5 2NS

  Provide as much detail as possible and copies of any correspondence to support your complaint.