Frequently Asked Questions

When will I get my insurance documents?

On completion of your online application documentation will be available immediately, this means no more waiting for post or emails to gain access to your documents.

You will also be prompted to create a customer zone account, your documents will be saved securely there for the life of the policy, they will then be available to you 24 hours a day seven days a week , the customer zone works on most mobile devices meaning you will have access to your documents when on the move!

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Lost documents

Do not worry if you lose your policy documents. Your insurance policy is available online in our customer zone, so you can always print out another copy if you need to do so. Just follow the customer zone links. If you can't remember your password just use the forgotten password link and we'll help you set up a new one.

Any problems just give us a call.

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Can I cancel my policy?

As a general rule you can cancel your policy at any time; however, cancellation terms vary between insurers so you should check the policy wording.

The insurer will normally charge you for any time on risk (where you have been covered and could have made a claim) plus an administration fee. Of course if you have made a claim then you should expect to pay for the policy in full.

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My name has changed do I need to tell 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.

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My contact details have changed do I need to tell you?

Yes please it is 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.

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I am selling my caravan, what should I do, can I transfer my policy to the new owner?

Once you have sold your caravan you no longer have an "insurable interest" in it, so you should contact us as soon as you can to arrange for the policy to be cancelled. Usually the insurer will return any premiums after subtracting cancellation fees and time on risk charges.

The new owner will need to take out their own policy, but why not refer them to us as we will pay you an introducer fee for any policy subsequently taken out.

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I am buying a new caravan to replace my existing one should I cancel my insurance?

Normally you won't need to take out a new policy when you change caravans, simply contact us and we will amend your existing policy. You don't need to cancel your policy. Depending on the specification of your new caravan you may have to pay an additional premium. If you are paying by direct debit this can usually be added to your monthly payments.

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How do I make a claim?

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 the customer zone on the website, from there you can download a new set of documents. Alternatively just give us a call and we'll help get the claim registered for you.

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Can I lend my caravan to other people?

This will depend upon the level of cover you selected when you bought your policy. If you selected Friends & Family cover then you will be OK. It's important to check that you have the correct level of cover on your policy BEFORE lending your caravan, or else in the event of loss or damage you may not be covered.

The level of cover will be shown on your policy certificate, which you can access in our customer zone. Alternatively just give us a call and we'll check for you.

If you did not select Friends & Family cover initially, don't worry it can be added mid-term if you just give us a call.

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14 Day Money Back Guarantee

You have 14 days from the start date when you can cancel this policy for no fee. If you cancel back to the start date, we will refund what you've paid in full, provided no claims have occurred.

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What can I do if I have a complaint ?

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 647654
  • By Email: [email protected]

If your complaint relates to a policy underwritten by 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

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