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Please Note: Our customer portal is currently unavailable, including login, registration, and password resets. We’re working to restore service as quickly as possible.
Please Note: Our customer portal is currently unavailable, including login, registration, and password resets. We’re working to restore service as quickly as possible.
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Frequently Asked Questions

Policies & Changes

All applicable fees that Zen charge can be viewed here.

You can make any change to your policy by visiting the customer portal.

Yes, the system will generate the quote for the change in the customer portal. The change will only take place once you confirm it.

Yes, as long as your policies are under the same policy holder, and have been linked on our system. To take out a new policy and ensure your accounts are linked, the new policy will need to be purchased directly through the existing customer portal. All of your documents will then be within the same account.

You can cancel your policy by visiting the customer portal.

Please refer to your insurance Certificate/Schedule to see if this is included on your policy. You would usually find this under the endorsements section of the document.

Yes, we can cover a vehicle with a 1 year lease or more. You just need to make sure this is reflected correctly on the policy for the owner and keeper of the vehicle.

Our policies will not cover you to get your vehicle out of an impound. You can follow this link for impounded vehicle cover www.zen-insure.co.uk/temporary-insurance/.

Payments & Finance

One Call Premium Finance is the Direct Debit provider for Zen. Please refer to your policy documents for further information.

Any payments made will show Zen on your bank account but their name will appear on letters they send to you relating to your Direct Debit.

Yes there is a fee for a missed payment, details of the fee can be found in the documents sent to you from your finance provider.

Due to the process involved, our finance providers apply an administration fee which covers the administration involved in bringing the payment up to date. Details of your finance provider’s fees will be outlined in your direct debit agreement sent by them.

Yes, you can change your direct debit date, bank details and view your payment schedule by logging into the customer portal.

Provided the agreement is still running, you can make the payment for your finance in the customer portal.

We accept both Visa and Mastercard, we do not currently accept American Express.

CPA allows an insurance broker to apply for a payment which is due from a missed payment or a cancellation balance. This also applied to taking a premium in full for an auto renewal. More information can be found in Zen’s Information Booklet.

Documents & Proof

We use a database called Lexis Nexis which holds information about consumers’ driving history including no claims bonus proof.

We aim to update the MID (Motor Insurance Database) as quickly as possible after you purchase a policy or change your details. This is usually done within 48 hours but can take up to seven days following a weekend or bank holiday.

Your no claims bonus will be sent via email automatically once the policy has lapsed at renewal or after the cancellation of your policy.

Account & Portal

To reset your password you will need to go to dashboard.zen-insure.co.uk/login and click ‘Forgotten login details’. Once you have filled out this form you will receive an email with a link to reset your password.

All Zen customers have access to the customer portal, it is set up automatically when you purchase the cover. If you’re unsure of your log in details you can request your username or a new password on the log in page.

Claims & Accidents

You can make a claim 24 hours per day 7 days a week by calling 02037 387386.

You can report a new breakdown using the customer portal. Once logged in, you will need to select “Make a Claim”, and then “Broken down now?”

You can make a windscreen claim for a chip or full replacement by using the customer portal. Once logged in, you will need to select “Make a Claim”, and then “Windscreen”

If you make a claim for windscreen repair through our approved repairers it will not affect your no claims bonus.

If you are paying by Direct Debit or another payment plan and have only paid a proportion of the premium then you will be required to pay the full amount outstanding.

 

If the premium was paid in full, no refund will be given.

A 14 days’ notice is given for you to replace the vehicle on the current insurance, or the policy will be cancelled. Please note your policy will never be automatically cancelled from the time the vehicle is written off unless at least 7 days prior notice has been given to you that this will occur.

When representing you your insurer will do their very best to persuade the other driver, or their insurer, that the accident was their fault, so long as the evidence or circumstances support this.

 

This is done by presenting them with all the evidence that you have provided and that your insurer has gathered.

 

Your insurer will always act to defend your position, but if the evidence does not fully support either drivers’ version of the incident, everybody involved may have to take some responsibility. In this instance your insurer will negotiate the best possible settlement with the other driver.

Renewals & Ongoing Cover

We will notify you of your renewal via email at least 21 days before your policy is due for renewal and your renewal invitation will appear in your customer portal.

 

This quotation will be based on the information you provided to us previously and will contain your renewal confirmation and include the cost of renewing your policy.

 

It is your responsibility to let us know about any change in circumstance, as any changes could affect the policy terms or premium.

All policies will be on an auto renewal basis unless you have advised us or we make you aware otherwise. You can stop the automatic renewal of your insurance in the customer portal.

Yes, you can do this on the Manage Renewal section in the customer portal.

Driving & Eligibility

As we are not medically trained we can not advise if you are fit to drive but as long as you have waited any advised period and been deemed fit to drive by your doctor then you are covered.

As we are not medically trained we can not advise if you are fit to drive but as long as you have waited any advised period and been deemed fit to drive by your doctor then you are covered.

Yes, we work with a temporary cover is provider, you can find more information on our temporary insurance page.

About & General

We are an online only insurance broker, you should find all the information you need about your insurance policy at zen-insure.co.uk; or click the “live chat” icon in the bottom right hand corner of this screen to talk to our Zen chat bot. If he cannot answer your question you will be connected to one of our live chat team (09:00-12:00 Monday to Friday and 09:00-14:00 Saturday) or given the option to leave us a message and we will get back to you.

Need to report a breakdown?

If you have broken down now then please log in to the customer portal and select the ‘broken down’ option.

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