Customer support

RSA echoice has been designed as an online product, with online servicing available to put you in control of your policy 24/7.

Please note that we do, however, operate a helpline for reporting claims, details of which you can find below.

Everything about RSA echoice is intended to be as simple and easy to use as possible. In the event that you do require guidance, start here:

If you cannot find an answer to your question below you can email us at rsamorethan@morethan.com

I would like guidance on:

Making a change to my policy

Are there any limits to what I can change about my policy?

Within the My echoice area, you can make changes to your policy such as change your address, amend your car, add / remove drivers or renew your policy online. For full details of all available online changes log into My echoice.

Certain changes cannot be made to your policy online. You should call 0330 102 3630 to discuss/ make any other changes.

Mon-Fri 8am to 8pm, Sat 8am-4pm. Calls may be recorded and monitored.

Certain charges may occur as a result of any changes to your policy. Please refer to our Charges / Fees for full details.

Can I make a change to my policy at any time?

Yes, our flexible online product allows you to update most of your policy 24/7. Certain changes cannot be made online.

Will it cost me money to change my policy?

Certain charges may occur as a result of any changes to your policy. Please refer to our Charges / Fees for full details.

How long before my policy changes become effective?

Your changes will be effective from the date selected when making the change.

Can I remove a named driver from my policy?

Yes. Our flexible online product allows you to update your policy 24/7.

What is the best way to change my policy?

Do it yourself. You can make most of the changes online, no need to wait!

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Adding temporary additional driver cover

Can I add a driver to my policy for just a short period of time?

Yes, you can add up to a maximum of 4 additional drivers (either temporary or permanent) but please note that this change cannot be made online. Please call 0330 102 3630 for assistance.

Mon-Fri 8am to 8pm, Sat 8am-4pm. For your protection, calls may be recorded and monitored.

Certain charges may occur as a result of any changes to your policy. Please refer to our Charges / Fees for full details.

How can I add a temporary driver to my policy?

Only by calling 0330 102 3630, since this type of policy change cannot be made online.

Mon-Fri 8am to 8pm, Sat 8am-4pm. For your protection, calls may be recorded and monitored.

Certain charges may occur as a result of any changes to your policy. Please refer to our Charges / Fees for full details.

What will it cost to add a temporary driver to my policy?

There will be a charge to make a change to your policy. Please refer to our Charges / Fees for full details.

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Accessing my policy documents

How can I access my policy documents?

Simply login to My echoice and view / download/ print your documents.

Will you post me my policy documents?

You can print your own documents or download them to your own PC. For your security we will post your Certificate of Motor Insurance to you.

What should I do if I lose my policy documents?

Simply login to My echoice and view / download/ print your documents. You should call us if you need a copy of your Certificate of Motor Insurance.

If I make a change to my policy, will I get new policy documents?

Your new documents will be available to view / download / print when you make a change by logging into My echoice.

If applicable, and for your security, we will post your Certificate of Motor Insurance to you.

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Understanding my quote

How do know what the final price for my policy will be?

Once you have completed the online form and provided all required details, your premium (price) will be clearly shown together with details of the insurance cover you will get. If you make any changes to the cover, for example by choosing one or more extra cover options, an updated premium will be clearly shown.

Am I insured to drive other vehicles?

No - you are only insured to drive the vehicle whose registration details are shown on your Certificate of Motor Insurance.

What is a No Claim Discount (NCD)?

This is a discount given to drivers who have not made a claim during the previous policy year, and normally represents a saving on the normal premium. Successive discounts may be given for successive years of claim-free motoring.

What is IPT?

IPT stands for Insurance Premium Tax. This is a tax raised by central government and as such there is no opt-out facility.

Does the quote include Insurance Premium Tax (IPT)?

The final premium shown will include IPT where applicable.

What is APR?

APR stands for Annual Percentage Rate. It helps you measure the true cost of credit. In this context, the credit is for spreading an annual insurance premium over 10 months.

Why is my quote different to the price I just saw on a price comparison website?

It is possible that the price comparison site has allowed you to add extra cover options to your quote which have not been carried across to our site.   We may also have selected covers that you might be interested in and shown these in your total premium.  You can customise your quote by following the customise links on the quote page.

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Understanding my policy

Can you tell me what all those insurance terms mean?

See your policy documents for a full description of all of our terms. You can also read the Policy documents found here.

Does my policy contain all I need to know, or should I also be reading other material?

In addition to checking your ‘Full Quote Summary' when you receive it, you should also make sure that you carefully read the 3 documents found on the 'Policy documents'  page prior to purchase.

If there is more than one driver on my policy, should they have their own policy documents?

No. It is your policy and your policy documents confirm which drivers are eligible to drive.

How many other drivers can I add to my policy?

You can add up to a maximum of 4 additional drivers (either temporary or permanent) but please note that this change cannot be made online. Please call 0330 102 3630 for assistance.

Mon-Fri 8am to 8pm, Sat 8am-4pm. For your protection, calls may be recorded and monitored.

Certain charges may occur as a result of any changes to your policy. Please refer to our Charges / Fees for full details.

 

Is it the driver who is insured, or the car, or both?

See your Policy Schedule for a full description of covers.

I have made a claim on this policy - but it is not shown under the driver record - what should I do?

Claims which you have made under this policy number may not show in the driver claims history on the web screen. however they will be automatically included on any policy schedule with an effective date after the claim was made.

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Logging in to My echoice

What can I do after I have logged in to My echoice?

By logging in to our secure website, you will be able to view/ download/ print your documents. You can also make a number of amendments your policy, keeping it bang up-to-date as your circumstances change. Note that there may be a charge for Policy amendments.

There will be a charge to make a change to your policy. Please refer to our Charges / Fees for full details.

Do I have to logout of My echoice after I have used it?

Yes, for your own security you should always log off when you have finished using this website, or any other containing your personal details.

I am concerned that your system is not secure

We take great care to make sure our site is fully secure. Please visit our 'Security & privacy' page which details the steps we take to keep your personal details safe.

I cannot seem to login to retrieve a previous quote

It may be that you are using incorrect details from those you used when you got the quote. To retrieve a previous quote, you need either the Quote Reference that was generated by the quote and Postcode, or your first name, surname, date of birth and postcode.

We need to ask these questions to ensure the protection of any sensitive information you may have given us in your previous quote.

I have forgotten my password

Not a problem! Try clicking on the 'Forgotten password?' link next to the login box. You then need to enter the email address you used when registering, and answer your security question. Then all you need to do is click 'Email me my password', and follow the instructions in the email that will be sent through.

I am concerned that someone has my login details

If you think that someone may have obtained your personal login details you should login to My echoice using your existing email address and password. Once logged in, you will see the option to 'Change email address' or 'Change password' on the left. Click the one you would like to change and then follow the instructions.

Can I change my email address and password?

Yes. Simply login to My echoice using your existing username and password. Once logged in, you will see the option to 'Change email address' or 'Change password' on the left. Click the one you would like to change and then follow the instructions.

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Credit card payment issues

What credit cards do you accept?

We accept Visa, Mastercard and Maestro.

Are my credit card details safe and secure with you?

Absolutely! You can purchase insurance with us safely, confident that we use latest technology to protect the information you provide us. Wherever you provide personal information to us is protected using an SSL secure certificate, and your details are not stored in an area that is accessible by the public.

Your website is not accepting my credit card

Is it a card we accept (Visa, Mastercard and Maestro)? If so, please check it is still valid and has not expired. If you are still having problems, please contact the card issuer and explain the problem.

What do I do if my credit card is about to expire?

Unless you are changing the payment card, you don't need to do anything. Your card issuer will recognise this as a ‘continuous transaction', and won't need the expiry date. However, if you are changing your payment card, our customer support team will be happy to update your details for you. You can call us on 0330 102 3630.

Mon-Fri 8am to 8pm, Sat 8am-4pm. For your protection, calls may be recorded and monitored.

Certain charges may occur as a result of any changes to your policy.  Please refer to our Charges / Fees for full details.

What do I do if my credit card has been stolen?

You should report it your card issuer immediately.

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Direct Debit payment issues

I am changing bank accounts - can I change my Direct Debit with you?

Of course! Simply contact your customer support team who will happy to update your details. You can do this by calling 0330 102 3630.

Mon-Fri 8am to 8pm, Sat 8am-4pm. For your protection, calls may be recorded and monitored.

What if my bank fails to make a Direct Debit payment to you – am I still insured?

In order to ensure you are covered, you must make the payments to us each month on the dates that were specified when you purchased the policy. You should ensure that your payments are up to date and that you have sufficient funds in your account for the payments.

In the event of any payments not being collected, we will contact you to arrange for the payment to be made and to confirm cover.

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Making a complaint

How do I make a complaint and how will you deal with it?

At RSA echoice we aim to deliver brilliant service and to do the right thing for our customers. If you believe that we have not delivered the service you expected, or you are concerned about any aspect of our service, please let us know.

To help you resolve your concerns quickly it is important that you speak to the right person. Please call our Customer Service Centre on 0330 102 3630.

Mon-Fri 8am to 8pm, Sat 8am-4pm. For your protection, calls may be recorded and monitored.

We promise to:

  • Get your complaint to the right person and get in touch with you promptly.
  • Fully investigate your complaint, treating your complaint fairly and independently.
  • Keep you informed of progress and do everything possible to resolve your complaint.
  • Learn from our mistakes and use the information from your complaint to proactively improve our service in the future.

We aim to resolve most concerns within 24 hours, as experience tells us that most difficulties can be sorted out within this time.

In the unlikely event that your concerns have not been resolved within this time, we will issue a letter acknowledging your complaint, explaining the reasons why. We will continue to keep you informed of the further actions we will be taking to reach a suitable conclusion.

Once we have reviewed your complaint we will issue our decision in writing. If upon receipt of this you remain dissatisfied, you can escalate your complaint to Customer Relations who will conduct a separate investigation and issue the company's final decision in writing. Customer Relations can be contacted at:

Post: RSA echoice
Customer Relations
1st Floor
Bowling Mill
Dean Clough
Halifax
HX3 5WA

Email: crt.halifax@uk.rsagroup.com

If you are still not satisfied after the review, or you have not received a written offer of resolution within 8 weeks of the date we received your complaint, Royal & Sun Alliance Insurance plc is regulated by the Financial Services Authority whose arbitration service is the Financial Ombudsman Service and you can refer your complaint to them. They can be contacted at:

Write:  Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London,
E14 9SR
Telephone: 0845 0801800


Email:  complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

You must approach the Financial Ombudsman Service within 6 months of our final response to your complaint. We will remind you of the time limits in our final response. Your rights as a customer to take legal action remains unaffected by the existence or use of any complaint procedures referred to above. However, the Financial Ombudsman Service will not adjudicate on any case where litigation has commenced.

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Cancelling my policy

Can I cancel my policy at any time?

Yes. Simply login to My echoice any time 24/7 and follow the relevant links. If you need to cancel your policy within the first 14 days of your cover please call 0330 102 3630. Cancellation charges will apply. Please refer to our Charges / Fees for full details.

Please note: if you do decide to cancel your policy, you will also need to return your Certificate of Motor Insurance to us at:

RSA echoice,
PO Box 13454
Birmingham
B2 2EY

Customer Service Centre open Mon-Fri 8am to 8pm, Sat 8am-4pm. For your protection, calls may be recorded and monitored.

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Multi Car Cover

Can I insure more than one car on my RSA echoice policy?

No – RSA echoice Car Insurance is only available for individual cars, but you can get a quote today for a second car and manage both policies within one secure login – simply use the same email address when you purchase your second car policy as your existing policy.

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Driving other cars

Can I drive any others cars on my RSA echoice policy?

No - RSA echoice Car Insurance only covers the car shown on your Certificate of Insurance Please see page 3 of your policy wording.

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Printing my documents

Can I print my Certificate of Motor Insurance online?

No - for your security, your Certificate of Motor Insurance will be sent to you by post. This will be issued within 3-4 days of buying your policy.

You may receive a Temporary Certificate of Motor Insurance whilst we validate your Proof of No Claim Discount. Your annual certificate will be posted to you within 3-4 days of your proof of No Claim Discount being received and validated

I cannot open some of my documents from the Document Summary page

It can take up to 24hrs to issue your documents for you to view / print online. Your Certificate of Motor Insurance will be sent to you in the post.

If, after 24hrs, you still can’t see your documents please email rsaechoice@echoice.com

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Breakdowns

What should I do in the event of a breakdown?

When driving, on any sign of a mechanical breakdown, try to pull off the road and park in a safe place.

  • Put your hazard warning lights on.
  • Put a warning triangle on the road at least 45 metres behind your broken down vehicle. However, don't use a warning triangle on the motorway.
  • Keep your sidelights on if it is dark or visibility is poor.
  • Lock the doors and call for help from mobile or from a payphone

Follow these tips and remember, whether it is an accident or a mechanical breakdown then call our Helpline 0330 102 3630. Check your schedule to ensure you have Breakdown cover included.

Our Breakdown Helpline is available 24 hours per day, 365 days per year. For your protection, calls may be recorded and monitored.

What should I do if I breakdown on the motorway?

  • Try to stop near an emergency phone pulling onto the hard shoulder as far from the inside lane as possible.
  • Switch on your hazard warning lights.
  • Get out of the car on the passenger side and walk to the emergency phone on your side of the motorway. These phones are free and connect directly to the police who will be able to locate you so its better to use them than a mobile.
  • Face oncoming traffic when you phone.
  • If you are travelling alone or feel at risk wait inside your car with the doors locked.

Follow these tips and remember, whether it is an accident or a mechanical breakdown then call our Helpline 0330 102 3630. Check your schedule to ensure you have Breakdown cover included.

Our Breakdown Helpline is available 24 hours per day, 365 days per year. For your protection, calls may be recorded and monitored.

Car breakdown hints and tips

Don't leave home without:

  • An up to date road atlas
  • A charged up mobile phone
  • A red warning triangle
  • A torch, ice scraper, pen & paper

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Making a claim

What should I do if I am involved in an accident?

Don't drive away. You must stop if any other person or an animal has been hurt, or if any vehicle or property has been damaged. Get the names, addresses and phone numbers of any drivers or pedestrians involved, as well as any witnesses. If possible, get their mobile phone numbers. Ask drivers for the names of their insurers and their policy or certificate numbers. Exchange information with the other parties involved in the accident, including their vehicle registration numbers and their mobile phone numbers.

Don't admit blame or liability or make an offer of payment. If any of the other people involved do this, please tell us. You must call our Claims Helpline below immediately, even if you do not plan to make a claim. Simply call us straight away and explain what has happened. We are here to help keep you moving.

To make a claim, please our motor claims helpline on: 0330 102 3630

Our Claims Helpline is available Monday to Friday 8am to 9pm, Saturday 9am to 5pm (24 hours for emergencies). For your protection, calls may be recorded and monitored.

You must provide us with any information that we think necessary to assist with the settlement of your claim. You must not settle, reject, negotiate or agree to pay any claim without our written permission. Full details of how to claim are included in your Policy Booklet under the applicable cover.

How do I know if I am entitled to make an insurance claim?

Check the details of cover in your Policy Schedule and Policy Booklet. You must call our Claims Helpline right away, even if you do not plan to make a claim. If you're not sure, you can check when you call us.

Can I make a claim online?

No. To make a claim please call our motor claims helpline on: 0330 102 3630

Our Claims Helpline is available Monday to Friday 8am to 9pm, Saturday 9am to 5pm (24 hours for emergencies). For your protection, calls may be recorded and monitored.

Do I have to declare my previous claims?

Yes. You must disclose all material facts related to your insurance history.

Will I lose my No Claim Discount?

You should refer to your Policy Booklet for the terms in relation to No Claim Discount. Full details of the step back scale used are in the Policy Booklet.

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