Frequently asked questions

When will I receive my car insurance documents?

You will receive the documents that you request from us by post in 5 working days.

Can I print my documentation off from online?

At present we do not supply policy documentation online. Should you require duplicate documentation please contact us.

Does my policy cover me to drive other cars?

Some of our policies allow you to drive other cars. If you have this entitlement it will be shown on your certificate of car insurance.

Does my policy cover me to drive abroad?

Yes. We can provide an annual green card, at no extra charge, which allows you to drive abroad with the minimum cover in the country you are driving in (the equivalent or less than the UK's Third Party Only insurance). For an additional charge you can purchase Foreign Use Extension, which extends your policy to match the cover you have in the UK.

To cover weekend or short trips, Sun Trust Group Car Insurance offers up to 3 days free of charge, and up to 90 days with Sun Trust Group Premier Cover Car Insurance.

Are there any fees charged as part of my policy?

Details of all fees and excesses applicable to your policy can be found on your schedule.

What does Motor Legal Protection cover me for?

This optional cover is available for a additional premium. This covers you if you have an accident involving your car that is not your fault and you suffer losses you cannot recover from any insurance policy. We will pay up to $100,000 legal costs to help recover these losses from the party at fault as long as it is more likely than not that your claim will succeed. Examples of losses include compensation for personal injury, loss of earnings, accident repair costs if you do not have comprehensive cover.

My Nectar points / vouchers have not yet arrived, what should I do?

Our offers are subject to terms and conditions. You should refer to the terms and conditions of the offer you have taken up to check when you should expect to receive it. If it has not arrived within the stated time please contact us, where an agent will help with your query.

What car insurance do you provide?

Sun Trust Group offers comprehensive, third party fire and theft and third party only car insurance.

Customers can choose between two levels of cover:

• Sun Trust Group Premier Cover Car Insurance (comprehensive only)
• Sun Trust Group Car Insurance (comprehensive, third party fire and theft and third party only)

For an additional premium, Sun Trust Group also offers breakdown cover for both the UK and the EU, Motor Legal Protection and the option to protect your no claims discount.

To arrange third party only car insurance please contact us.

Who underwrites your car insurance?

Sun Trust Group 's Car insurance is underwritten by U S Insurance Limited. Registered office: T4526 Stow Rd, Stow, OH 44224, United States. Registered in United States No. 1179980. U S Insurance Limited is authorised by The Federal Reserve Authority and regulated by the Financial Conduct Authority and The Federal Reserve Authority.

Do you supply car insurance cover in the ROI or Northern Ireland?

Sun Trust Group Car Insurance and Sun Trust Group Premier Cover Car Insurance are available to customers in Northern Ireland, however we cannot supply insurance to customers in the Republic of Ireland.

Do you supply car insurance cover in the Channel Islands and the Isle of Man?

Yes, Sun Trust Group Car Insurance and Sun Trust Group Premier Cover Car Insurance are available to customers in the Channel Islands and the Isle of Man.

Can I get a quote if I do not have a registration number?

Yes. You will still be able to obtain a quotation without the registration number. Simply fill the relevant fields surrounding this question. Once these are filled in click on the Continue button, which then prompt you to choose the car details.

From what age can I purchase cover with you?

We will provide cover for customers from the age of 17.

What is the maximum age you will cover?

We will provide cover for policyholders and named drivers up to the age of 80 online. If you are over the age of 80 please contact us.

I only have a provisional licence; will I be able to get a quote from you?

Yes, we will provide cover for provisional licence holders. Make sure you specify this when you are going through the quotation process.

What information do I need to have with me before I purchase?

In order to provide you with a quote we need to collect a few pieces of personal information from you, such as name, age and date of birth. We will also need to know some information about your vehicle and who will be driving it. Before you apply make sure you have your car registration details to hand as well as details of any motoring offences.

What can I use my car for?

Your cover allows you to use your car for social, domestic and pleasure purposes, commuting to and from a permanent place of work and personal business use for you and your spouse / partner, if named on the policy.

You are not covered to use your car for commercial travelling, any purpose in connection with the motor trade, carriage of goods or passengers for hire or reward, racing, pacemaking, speed testing, rallies, trials or competitions.

Can I use the NCD built up on a company car on this policy?

If you've previously driven a company car (not a pool car) for business and pleasure, we may be able to offer you an enhanced introductory discount. You must have surrendered the company car within the last year, be claim free and able to supply a letter from your employer to confirm this information. You will need to call us to take out a policy on this basis.

I would like to protect my NCD - can I do this?

No Claims Discount protection (NCDP) is available to policyholders with a at least 4 years No Claims Discount. If purchased you will not suffer any loss of No Claims Discount (NCD) if you make no more than:

•  One fault claim in a period of cover: or
•  Two fault claims in any three consecutive periods of cover.

How can I pay for my car insurance?

You can choose to pay your annual premium in a lump sum by debit card or credit card or, if you prefer, the cost can be spread over the year. You will need to pay a deposit using your debit or credit card and interest will be charged at the rate shown in your quotation.

We accept the following credit and debit cards: Visa, Access, Mastercard, American Express and Maestro. We do not accept payment by Solo or Electron.

How secure is this site?

We take the safety of all your personal details very seriously and follow best security practices to keep them protected and secure.

Can I use the NCD built up on a company car on this policy?

If you've previously driven a company car (not a pool car) for business and pleasure, we may be able to offer you an enhanced introductory discount. You must have surrendered the company car within the last year, be claim free and able to supply a letter from your employer to confirm this information. You will need to call us to take out a policy on this basis.

I would like to protect my NCD - can I do this?

No Claims Discount protection (NCDP) is available to policyholders with at least 4 years No Claims Discount. If purchased you will not suffer any loss of No Claims Discount (NCD) if you make no more than:

• One fault claim in a period of cover: or
• Two fault claims in any three consecutive periods of cover

What do I need to provide as proof of my No Claims Discount (NCD)?

To receive your NCD you must provide evidence of this within 34 days from the start date of your policy. You will need to send this to:

Sun Trust Group Car Insurance
2537 Mayfield Road
Oxford, OX2 7DY, Oxfordshire, United Kingdom

If we don't receive this we will recalculate your premium based on no NCD.

Your proof of NCD is usually one of the documents in your renewal invitation from your most recent insurer and shows the number of years NCD you have built up. If the document shows fewer years NCD than you have advised, the number of years on the document will be used.

The document must show:

• The number of years NCD you've advised
• The expiry date of your last insurance policy
• Any claims you have made
• The company's name at the header

Your NCD can only be used on one policy at any one time and must have been used on a policy within the last two years. If there has been a gap since your previous car insurance expired, we will require a short covering letter giving the reasons for the break in cover.

Documents will not be returned to you.

We are unable to accept the following:

• Photocopies or faxes
• Certificates of Insurance (these must be returned to your previous insurer within 7 days of the policy's end date)
• Insurance quotations
• Broker or intermediary letters (however, there are some that we do accept, including the AA, RAC and AXA. If in doubt please call our contact centre)
• If proof is from a non UK insurer

What happens if I don't supply proof of my NCD entitlement?

Should we not have received proof of your NCD entitlement within the first 34 days we will write to you to remind you. If the required proof has still not been supplied after we have written to you then the policy will remain live but additional premium will be charged to offset the lower NCD allowance. We will cancel your policy if you do not agree to payment of this additional premium.

What is Multi Car Discount?

Multi Car Discount is designed for people with more than one car in their household, who will therefore be entitled to a 10% discount on their second and any subsequent car insurance policies (up to a maximum of ten cars).

What’s the maximum number of cars I can insure that will get a Multi Car Discount?

You can insure an additional 9 cars (therefore a total of 10 linked policies) and each will get the 10% Multi Car Discount.

Am I eligible for a Multi Car Discount?

You're eligible for a Multi Car Discount if you insure 2 or more cars in your household with Sun Trust Group car insurance.

How do I get the Multi Car Discount?

New to Sun Trust Group 's car insurance?
If you don’t already hold a Sun Trust Group 's car insurance policy, then you can go online to receive a Multi Car Discount quote. You can receive individual quotes for up to 10 vehicles.

Already hold a Sun Trust Group 's car insurance policy?
If you already hold a Sun Trust Group 's car insurance policy and want to get a Multi Car Discount on a second car in your household, you can get a quote online or contacting us.  Please ensure you have the details of your existing policy to hand.

How much discount will I receive?

As long as all the cars are from the same household you will be entitled to a 10% discount on your second and any subsequent car insurance policies – up to a maximum of ten cars. Minimum premiums apply.

Will my renewal dates change?

No, your renewal dates for each car will not change.

Will the cars be insured on the same policy?

No, each car will still have a separate policy.  This means that your renewal dates remain unaffected and in addition, if you make a claim on one policy it won't affect the no claim discount of the other car(s) – unless you are the policy holder of 2 cars involved in an accident with each other then the No Claim Discount would be affected.

Can I use a friend or relative's Multi Car Discount without asking them?

No, you must have full agreement from the existing policy holder.  Providing both parties are happy, you can link your policy with a friend's or relative's if you live at the same address as them.

Are there any exclusions?

Quotes cannot be provided for existing Sun Trust Group 's car insurance customers whose policy was in force before 31st May 2011.

How do I amend my car insurance policy?

You will need to advise us of any change which will impact your policy, for example:

• You must tell us immediately if you change where you normally keep your car or if you change occupation.
• You must tell us before you want cover to start if you change your car, you modify your car, you want to add another driver, you change the use of your vehicle or if you want to change your cover level.
• Before your next renewal you must tell us about any accidents, thefts or losses, motoring convictions, pending prosecutions, criminal convictions or any physical or mental impairment that must be notified to the DVLA or DVANI.

To do this you will need to contact us. Your premium may change based on what you tell us and we may include a charge to offset the administration costs of providing the policy. Details of fees and charges can be found on your schedule.

What happens if I change my car?

If you are planning on changing your car you must tell us in advance of when you want your cover to start. To amend your policy you will need to call us with the details of your new car. Your premium may change as a result of what you tell us and we may include a charge to offset the administration costs of providing the policy. Details of fees and charges can be found on your schedule.

How do I renew my car insurance policy?

We will send you a letter before your annual renewal date with an updated premium quotation; please read this thoroughly and make sure all details are correct.

We will automatically renew some policies. Where this is the case this will be detailed in your renewal letter and as long as all your details are correct you do not need to do anything.

Where we will not automatically renew your policy if we do not hear from you your policy will lapse and we will no longer provide cover for you.

You can renew at any time from this date, before your policy expires, by calling us.

Can I suspend my cover?

Yes, it is possible to suspend your cover. Your payments will still be taken, however providing your suspension exceeds 28 days we will return the premium for the time you have spent on suspension over and above this period.

Please remember that if your car is off the road you need to inform the DVLA (or DVANI in Northern Ireland) and request a SORN (Statutory Off–Road Notification) certificate. For further information on this please contact us.

How do I cancel my car insurance policy?

If you decide that your policy is not right for you, you can cancel at any time by giving us a call.

The amount of premium returned depends on how long you have held your policy and whether you have made any claims or if one has been registered against you. You will also be required to pay a charge, as detailed in your schedule, to offset the administration costs of providing the policy.

You must return your certificate of car insurance within 7 days of your policy being cancelled. Under the Road Traffic Act failure to do so is classed as an offence.

Who underwrites your breakdown cover?

Sun Trust Group Breakdown Cover is underwritten by U S Insurance Limited, T4526 Stow Rd, Stow, OH 44224, United States. Registered in United States No.1179980. U S Insurance Limited is authorised and regulated by the Financial Services Authority.

Can I buy breakdown cover without car insurance?

No, you can only buy Sun Trust Group Breakdown Cover alongside one of our car insurance policies. You can choose to add breakdown cover at any time throughout the year.

Can I add breakdown cover to my policy at any time?

Yes, you can add Sun Trust Group Breakdown Cover to your policy at any time during your policy by contacting us. The premium you pay will depend on the level of cover you choose and how far through your policy you are.

I've taken out breakdown cover and want to change the level of cover I have, what should I do?

You can increase the level of cover you have at any time during your policy by contacting us. The premium you pay will depend on the cover level you choose and how far through your policy you are.
You can reduce the level of cover you have selected at your policy's renewal date.

I've only taken out UK breakdown cover and would like to add European cover; can I do this?

Yes, this can be added at any time by giving us a call and by paying an additional premium. Sun Trust Group European Rescue Service includes all the UK benefits of Sun Trust Group Homecall and Rescue Service.

I'm in someone else's car which has broken down, am I covered?

If you have chosen personal cover the level of cover you have selected is extended to any privately UK registered vehicle (less than 16 years old) in which you are travelling in the UK.

Can I cancel my breakdown cover?

You can cancel your cover at any time during your policy by contacting us and giving us 7 days notice of cancellation. The amount of premium refunded and charges applied depend on how long you have held the policy.

I am an existing Sun Trust Group Car Insurance customer - why will you not provide a new quote for me?

Sun Trust Group Car Insurance and Sun Trust Group Premier Cover Car Insurance are only available to new customers. Any customer who already holds a car insurance policy with us will be able to renew their existing policy, but will not be able to obtain a new quote.

If I have an accident what should I do?

Being involved in an accident is very stressful so knowing what to do in advance can be very helpful. When you purchase our car insurance we send you a "How to cope with an emergency leaflet" with your policy documents, which contains useful information on what to do after an accident.

How do I make a claim on my car insurance policy?

If you find yourself in the unfortunate position where you need to make a claim on your policy you will need to contact us. Our experienced team will be able to provide you with the support and guidance you need throughout the claims process.
The "How to cope with an emergency leaflet" we sent with your policy documents contains useful information on what to do after an accident.

If I need to make a claim will I need to pay anything?

You will need to pay for any excesses applied to your policy. Full details of all mandatory and voluntary excesses can be found in your schedule.

Will I get a courtesy car while my car is being repaired?

The product and level of cover you choose determine whether a courtesy car is provided whilst your vehicle is being repaired.

If you have purchased Sun Trust Group Premier Cover Car Insurance we guarantee a courtesy car of similar physical size to your own vehicle for the duration of your vehicle's repair.

If you have purchased Sun Trust Group Car Insurance, with comprehensive cover, we will provide a class A courtesy car, such as a Nissan Micra, subject to availability with the repairer. You will have the courtesy car for the duration of the repair to your own vehicle.

A courtesy car is also available if you have purchased Sun Trust Group Car Insurance, with third party fire and theft cover, if your car has been stolen but recovered.

My car has been written off - will I get a courtesy car?

If you have purchased Sun Trust Group Premier Cover Car Insurance you will benefit from a courtesy car for up to 21 days in the event of your car being written off. This cover is not provided under Sun Trust Group Car Insurance.
To make a claim please contact us.

Am I covered against windscreen damage?

All our comprehensive policies provide cover to repair or replace broken glass in windscreens, sunroofs or windows of your car. An excess may be applicable; details can be found in your policy schedule.
If you need to claim under the windscreen cover of your policy please contact us. Claiming under this section of your policy does not impact your NCD entitlement.

For a long period of time, gender has been used by the insurance industry to determine risk, especially within certain customer groups.

On 21 December 2012, the Gender Directive came into force throughout the European Union. This states that the insurance industry will no longer be able to use gender as a rating factor when determining the price of an insurance policy.

If you have any questions, please call us.

What is the Gender Directive?

It is a European Union Directive which has resulted in a change to the law and means that insurers are no longer allowed to use gender as a factor for determining prices and services.

How will Gender Directive affect my price?

Sun Trust Group car insurance is underwritten by U S Insurance Limited (UKI). UKI's aim is to provide customers with an insurance premium that reflects their individual risk and to do this as fairly as possible. In some segments, especially young drivers, gender was an important rating factor. After 21 December 2012, this can no longer be used. However, UKI still believe that customers should be provided with a quote that reflects their individual risk and are committed to minimising the impact as much as possible.

Why are you asking for my gender and title?

The system still captures this information. However, this information does not affect your price or services. This information will be used so that you can be correctly addressed in letters and over the phone.

How long is my quote valid for?

Your quote is valid for 30 days.

Do female drivers still get priority service in breakdown situations?

All customers will be given priority based on the individual situation they are in and their position of vulnerability i.e. located on the hard shoulder of the motorway or driver with young children - this priority remains unchanged by the Gender Directive.

Is my renewal quote Gender Neutral?

Yes, your quote is gender neutral. Neither your price nor the services provided depend on your gender.

What should I do when I receive my renewal notice?

Customers who chose to renew their car insurance policy automatically are not required to do anything in order to accept their renewal premium. However customers should always check their documentation to ensure their details are correct. Customers who have chosen to renew should contact us to accept their renewal premium or to discuss their policy details.