Ecoinsurance

Co-op Ecoinsurance is the UK’s first car insurance policy to include carbon offsetting as part of the cover.

It’s better for the environment, and for you: 

  • we’ll offset some of your car’s CO2 emissions by investing in projects that reduce rainforest deforestation in Sierra Leone, provide safe drinking water in Kenya, and provide stoves that use less fuel in India and Kenya
  • we work with our approved repairers to use recycled parts to keep vehicles repairable where possible
  • if your car has to be repaired after an accident, and you use a Co-op Insurance appointed repairer, we’ll give you a courtesy car to keep you on the road, subject to availability and eligibility
  • you’re covered to drive in the EU for up to 30 days a year.

Optional extras

As well as great value comprehensive cover as standard, you can buy a range of optional extras to provide extra peace of mind

  • breakdown cover (provided by the RAC)
  • motor legal expenses insurance (managed by Co-op Legal Services)
  • keycare cover (provided by Keycare)
  • no claim discount protection to protect your hard earned no claim record.

Find out more

Manage your policy online

Using the online self service centre you can make changes to your policy, and download or print your documents anytime you want.

Fees and charges

There are charges that will apply to your Ecoinsurance policy in certain situations.

Cancellation fees

If you find that the product isn't for you the option to cancel is always available.

If either you or we cancel your policy within 14 days of receiving your policy documentation we will charge you £35 plus the cost for the amount of time you have been covered unless you have made a total loss claim in which case no refund will be given and all premiums would be due.

If either you or we cancel more than 14 days after receiving your policy documents we will charge you £50 plus the cost for the period of cover you have benefitted from. This is providing no claims have been made. If a claim has been made, or there has been an incident which may lead to a claim, no refund will be given and all premiums would be due.

For full details on cancellation fees please refer to your policy document.

For policies taken out before July 2012 our short period rates will apply, details of which can be found in your policy booklet.

Making changes to your policy

We charge a £15 administration fee if you need to change anything on your policy, such as:

  • telling us you’ve got a new car
  • adding or removing drivers
  • any change of cover, temporary or permanent.

Please call us on 0344 412 2101^ to make the changes.

Copies of documents

We can also send paper copies through the post, on request.

Unpaid direct debit

When paying by direct debit, if it’s returned to us unpaid we’ll charge you £20.

We will then write to you, to let you know the new date that we will take the direct debit payment and the £20 charge. If we can't take the money this time, you will have to ring up and pay by credit/debit card to stop the policy being cancelled.

No claim discount

Proof of your no claim discount

We’ll need to see a copy of your renewal notice or a letter from your last insurer or broker, as proof of your no claim discount (NCD).

We can only accept it if:

  • it’s less than 2 years old
  • it shows your NCD in years, the date the policy ended or was due to be renewed, and the car’s registration number
  • you’re not using your NCD on another vehicle
  • you earned it on a policy in the UK.

Your NCD entitlement is not affected by claims for:

  • damage to the windscreen, windows or glass sunroof (other than glass roof panels) only
  • assistance with uninsured losses under the optional motor legal expenses cover (in association with Co-op Legal Services Limited)
  • assistance under the optional car breakdown cover (in association with RAC)
  • assistance under the optional keycare cover (is association with Keycare).

Protect your no claim discount

You’ll qualify to protect your no claim discount if you’ve:

  • earned five years’ discount or more
  • not made more than two claims in the last three years.

You can pay extra to protect the no claim discount you've earned and the associated discount (but not the cost of the premium) when you renew.

Adding protected no claim discount

You can add protected no claim discount as an option when you buy or renew.

If you make a claim

Your level of discount will be protected, but not necessarily the cost of your premium.

For example:

  • you’ve got a 5 year no claim discount that gives you a 70% discount on your premium, discounted to £300, based on a standard premium of £1,000
  • you make a claim. You’ve protected your no claim discount, so you keep your 5 years and 70% discount
  • the cost of your policy has gone up at renewal, so next year you’ll pay £330, based on a standard premium of £1,100, even though you’ve still got a 5 year no claim discount.

You’ll lose your protection if you make more than two claims in three years.

Make a claim

Make a claim by calling 0345 999 8888^

If you need to make a claim, we’ll reply to any letters or emails within five working days.

Once a settlement has been agreed and you’ve sent us any documents we need, we’ll aim to issue our payment to you within 24 hours.

Before you call

Have these details to hand before you call:

  • the policyholder’s name and address
  • the policy number
  • details of the claim, including what was lost or damaged, when and how it happened, and whether anyone was injured
  • a crime reference number, if you’re claiming for theft, malicious damage or vandalism
  • details of any other people involved: the driver’s name, address and telephone number
  • details of any other car involved: the registration number, insurer’s name and policy number.

After you call

We’ll get to work on the claim straightaway.

Once you’ve called our claims team, we’ll get on with the claim – contacting any other people involved, and keeping you updated as we go.

Privacy

1 What is this Notice?

We take your privacy seriously and this fair processing notice (Notice) sets out how we will collect, use and share your personal information and explains your data protection rights and how to contact us. If you would like to receive this Notice in an alternative format such as large print, audio or braille, please let us know.

In this Notice, references to you or your shall mean you as a customer or prospective customer of our Ecoinsurance product (Ecoinsurance). If you purchase our Ecoinsurance, this Notice should be read together with your policy documents.

2 Who are we?

We are CIS General Insurance Limited trading as Co-op Insurance (which is part of the Co-op Group) and are classed as a data controller of your personal information. Our registered office address is at Co-op Insurance, CIS Building, Miller Street, Manchester M60 0AL. When we use terms such as we, us and our in this Notice, we mean Co-op Insurance.

We have appointed BGL Group Limited (BGL) who are also a data controller of your personal information to arrange and administer our Ecoinsurance. BGL will collect your personal information in order to provide you with your Ecoinsurance and will share it with us for marketing and product management purposes. For further information about how BGL use your personal information, please see BGL’s privacy policy here. It is important that you read BGL's privacy policy because it sets out your privacy rights when it comes to their handling of your personal information, and also explains their privacy and data protection obligations.

We have appointed a Data Protection Officer (DPO) to oversee our handling of personal information. Our DPO can be contacted by email at [email protected] or by letter to Data Protection Officer, Co-op Insurance, CIS Building, Miller Street, Manchester M60 OAL.

3 How do we collect your personal information?

We collect personal information about:

    • you directly when you make a claim
    • someone else acting on your behalf who gives us information about your claim directly
    • other motorists who you may have been involved in a vehicle incident with
    • publically available sources such as social media and the electoral register
    • fraud prevention and detection agencies, organisations and databases
    • government and law enforcement agencies
    • regulators.

    4 What kinds of personal information does BGL provide to us?

    When you apply for a quotation and/or purchase Ecoinsurance, BGL collect certain information from you such as your name, gender, marital status, address, email address, contact telephone number, vehicle registration number and bank account details.

    In order to provide you with Ecoinsurance, BGL may need to collect personal information which the data protection laws define as special categories of data, such as medical history (this may include asking you whether you have a medical condition which requires to be notified to the Driver and Vehicle Licensing Agency). BGL also collect data that relates to criminal convictions and fixed penalties.

    BGL will share the personal information listed above with us for the purposes set out in this Notice.

    5 What kinds of personal information do we collect?

    We collect and retain your personal information when you make a claim on your Ecoinsurance and/or a complaint about your claim and when you contact us.

    The personal information that we collect from you will depend on your relationship with us and whether, for example, you are a policyholder or named driver. If you make a claim, we will ask you for information such as your name, address, date of birth, email address and contact telephone number which will allow us to verify the information that we already hold about you. In addition, we will ask you about any previous claims that you have made and details of any convictions.

    6 How do we use your personal information?

    We may use your personal information (and any personal information relating to joint policyholders or covered parties)

      • to administer any claims and/or complaints in relation to a claim on the basis that processing is necessary to perform our Ecoinsurance contract with you;
      • to run checks for identification, creditworthiness and price setting against databases such as our Co-op Group membership database which contains information about members and how they use their Co-op Group membership cards, the electoral register and other databases which contain publicly available information such as County Court Judgments, bankruptcy and repossessions
      • to manage your policy on the basis that processing is necessary to perform our Ecoinsurance contract with you
      • to ask for your feedback, assess customer service and satisfaction and to improve overall operations
      • to communicate with you and resolve any complaints that you may have
      • to assess risk and set prices
      • to develop and test new services and products for you
      • to help set our financial reserves
      • to prevent and detect fraud and crime
      • to communicate with you, where you have consented to receive communications or by sending you information about similar Co-op Group products or services which we think may be of interest to you. We will not send you marketing communications if you have opted out to receive marketing. You will be able to opt-out of such communications at any time by contacting us using the details at section 17 of this Notice
      • to validate your personal information (and, in some cases, match it against information that has been collected by a third party) to check that the personal information we hold about you is accurate, consistent and up-to-date
      • to comply with our legal obligations
      • to help us improve our service and our communications to you, for example to find out when your insurance may be due for renewal so that we can contact you at the appropriate time
      • to send to you Co-op Group membership offers where appropriate
      • to help us assess customer satisfaction and improve the service of our third party partners who we may refer you to and who we will provide us with details of any complaint that you make to them about their services
      • where applicable, to fulfil Co-op Group membership requirements in relation to our Co-op Group membership scheme
      • to decide how much risk to keep and how much risk we should pass to another insurer.

      7 What is our legal basis for using your personal information?

      We will only use your personal information where it is permitted by law and where:

        • we need to use your personal information to perform our Ecoinsurance contract with you
        • we need to use your personal information to comply with our legal or regulatory obligations
        • you have given us consent to use your personal information (if consent is needed)
        • it is reasonable for us to do so and there is no disadvantage to you or risk to your personal information.

        8 Who do we share your personal information with?

        We will only share your personal information with:

        • service providers who assist us to manage your Ecoinsurance
        • third party partners who process and store your personal information on our behalf
        • social media companies and our advertising partners
        • professional advisors
        • individuals who you nominate as referees to verify certain information
        • crime and fraud prevention agencies and organisations
        • law enforcement, taxation and legal authorities
        • reinsurers
        • claims handling agencies
        • any member of the Co-op Group, which means Co-operative Group Limited and other companies which may be added to the Co-op Group from time to time.

        We may also share your personal information with third parties in the event that:

        • our Co-op business or substantially all of its assets are acquired by a third party
        • we are under a duty to disclose or share your personal information to comply with our legal obligations
        • we must enforce any contract with you
        • we must protect our rights, property or the safety of our employees, members, customers, or others.

        In sharing your personal information, we will ensure that your information is properly protected and used in accordance with this Notice.

        9 Will we transfer your personal information outside the UK?

        We may need to transfer your personal information outside the UK to countries where data protection laws may not provide the same level of protection as those in the European Economic Area. We shall ensure that any such transfers are lawful and that your personal information is kept secure.

        10 What do fraud prevention agencies do with your personal information?

        We will share the personal information we have collected from you about your claim and/or the personal information that BGL have shared with us with fraud prevention agencies such as CIFAS who will use it to prevent fraud and money-laundering and to verify your identity. If a fraud risk is detected, you could be refused Ecoinsurance or any other insurance product.

        You have a legal right to obtain details of those fraud prevention agencies from whom we obtain and to whom we pass information about you. You also have a right to further details explaining how the information held by fraud prevention agencies may be used. For further information about the use of your personal information by fraud prevention agencies, please contact us using the details at section 17 of this Notice.

        11 Why do we add your details to the Motor Insurance Database?

        Your personal information will be added to the Motor Insurance Database (MID), managed by the Motor Insurers' Bureau (MIB). The MID and the personal information stored on it may be used by certain bodies permitted by law including, but not limited to the DVLA, the DVANI, the Insurance Fraud Bureau and the police for the purposes of:

        • law enforcement
        • Electronic Vehicle Licensing and Continuous Insurance Enforcement
        • preventing and detecting crime and the apprehension and/or prosecution of offenders (including, but not limited to, establishing whether a driver's use of the vehicle is likely to be adequately covered by a motor insurance policy)
        • for the provision of government services and/or other services aimed at reducing the level and incidence of uninsured driving.

        If you are involved in a road traffic accident in the UK or abroad, other insurers and/or the MIB may search the MID to obtain relevant policy information. Persons (including their appointed representatives) making a claim in respect of a road traffic accident (including citizens of other countries) may also obtain relevant information which is held on the MID.

        If you would like to find out more information about the use of your personal information by the MIB please visit www.mib.org.uk or contact us using the details at section 17 of this Notice.

        Please note that it is vital that the MID has your correct vehicle registration number. If it is incorrectly shown on the MID then you are at risk of having your vehicle seized by the Police. You can check that your correct registration number details are shown on the MID at www.askmid.com.

        12 How long will we keep your personal information for?

        As a principle, we only keep your personal information for as long as it is needed for each of the purposes we have identified above. Usually, we will retain your information for up to seven years, unless there is an exceptional business purpose in which this time period needs to be extended. If you would like further information about our retention procedures, please contact us using the details at section 17 of this Notice.

        13 What are your rights?

        Data protection laws give you a number of rights as set out below. If you would like to exercise any of your rights, please contact us using the details at section 17 of this Notice. Please note that we will contact BGL on your behalf to ensure that they assist us with fulfilling your request.

        Right to access your personal information: you may request access to a copy of your personal information. Please send all requests for access in writing.

        Right to withdraw consent: if you have given us consent to use your personal information to send you marketing, you can withdraw your consent at any time.

        Right to rectification: you may ask us to rectify any inaccurate information we hold about you. If you would like to update the personal information we hold about you, please contact us.  

        Right to erasure: you may ask us to delete your personal information. If you would like us to delete the personal information we hold about you, please contact us, specifying why you would like your personal information deleted.

        Right to portability: you may ask us to provide you with the personal information that we hold about you in a structured, commonly used, machine readable format, or ask for us to send such personal information to another data controller.

        Right to restriction: you can ask us to restrict the personal information we use about you where you have asked for it to be erased or where you have objected to our use of it.

        Right to object: you may object to our processing of your personal information pursuant to this Notice. Please contact us, providing details of your objection.

        Right to make a complaint:  you may make a complaint about our data processing activities by contacting us using the details at section 17 of this Notice. Alternatively, you may make a complaint to the UK supervisory authority, which is the Information Commissioner’s Office, by visiting their website at www.ico.org.uk, by phoning 0303 123 1113^/01625 545 745^, or by writing to Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

        Please note that in some cases:

        • we may not be able to comply with your request (for example, we might not be able to delete your personal information) for reasons such as our own obligations to comply with other legal or regulatory requirements. We will always respond to any request you make and if we cannot comply with your request, we will tell you why
        • exercising some of these rights (including the right of erasure, the right of restriction and the right to withdraw consent) will mean we are unable to continue providing you with cover under your Ecoinsurance and may therefore result in cancellation of your Ecoinsurance. You will therefore lose the right to bring any claim or receive any benefit under your Ecoinsurance, including in relation to any event that occurred before you exercised your right of erasure, if our ability to handle the claim has been prejudiced. Your policy documents will set out what will happen in the event that your Ecoinsurance is cancelled.

        14 Your responsibility to provide accurate information

        It is your responsibility to provide accurate and complete information as it may affect your Ecoinsurance. If you do not do so, it could result in the price of your Ecoinsurance increasing, your quotation or claim being rejected, your claim settlement payment being reduced and/or your Ecoinsurance being cancelled or made void (treated as though it never existed).

        15 How will we keep your personal information secure?

        We will treat all of your personal information in strict confidence and we will take all reasonable steps to keep your personal information secure once it has been transferred to our systems. We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorised access, alteration, disclosure or destruction of your personal information. Please note that we cannot guarantee the security of any data you disclose to us online. You accept the inherent security risks of providing personal information and dealing online and will not hold us responsible for any loss or damage that you incur.

        16 Changes to this Notice

        We may modify this Notice from time to time, so please review it regularly. We will let you know when we make any material changes to the Notice by means of notice on our website or if appropriate, by contacting you directly. This Notice was last amended on 5 June 2018.

        17 How can we be contacted?

        If you have any queries relating to this Notice or our use of your personal information or wish to exercise any of your rights, please contact our Data Protection Officer by email at [email protected] or by letter to Data Protection Officer, Co-op Insurance, CIS Building, Miller Street, Manchester M60 0AL. Alternatively, please call our Operations team on 03457 46 46 46. Please note that calls may be monitored or recorded.