Questions about your Woop policy?

If you have any questions about your Woop policy, please check our FAQ section below.
 
You can access your policy documents anytime, anywhere through the Woop documents portal. You can access the documents portal HERE, or, if you'd prefer a paper copy, call our customer services team and they will be able to arrange this for you.
Our claims are managed by Inspire Claims Limited. Their handlers have years of experience and can help you with every aspect of your claim. If you need to speak with them, you can call them on 0333 323 4484, and if you need to write in their address is Inspire Claims Limited, 4 High Court, Leeds, LS2 7ES, but they'd always rather chat with you.
No problem, just a call our customer services team on 0333 999 2809. You can add a maximum of two additional drivers to your policy.
Should any of your information change, please call us on 0333 999 2809, and we'll update your policy details. Failure to provide correct and complete information to the best of your knowledge and belief or failure to inform us of any changes could adversely affect your policy, including invalidating your policy or claims being rejected or not fully paid.
Yes, unfortunately as it does cost us to do certain things, but we try to keep these as low as possible, our terms of business details what these all are. You can view our terms of business HERE.
If you took out a policy with us before 01/02/2021, you will have had the option to add breakdown to your policy. Optional Extras added to your policy will be shown on your Policy Schedule.

Unfortunately, we're currently not able to offer breakdown for new policies, but hope to be able offer this soon.

Due to current restrictions, you should avoid travel except in line with government guidelines. If you have to travel abroad, please contact our Customer Services Team before leaving to confirm if cover will be applicable or not.

Yes they can, but this is usually restricted to your spouse, partner, civil partner or parent.
Yes they can, but this will usually be restricted to your spouse, partner, civil partner, parent or a lease company.
Yes, our policies last for 12 months and require our Woop Buddy, so you should only buy from us if you will be driving the car to be insured once you’ve passed your test. Once you pass your test, you’ll need to tell us that you have a full licence, but this won’t change the premium you pay.

The Woop policy is designed for new and young drivers. For a complete list of all the terms, conditions, exceptions and exclusions you should refer to your policy booklet.
 

However, we would like to draw your attention to these exclusions in particular:

  1. We will not pay any claim under any circumstances (including for theft) if your car is left unlocked, left with keys/key fobs in, on, or attached to your car, left with the engine running or left with a window, door or roof open. This applies no matter how briefly any one of these occurs.

  2. We will also not cover any claim which results from you driving your vehicle while under the influence of drink or drugs. If this does happen, you will be directly responsible for all aspects of the incident, and we will not be able to provide any cover for injury caused to you or any person, damage to your or another person’s vehicle, or damage caused to any property.

  3. If your car is damaged, we will pay the cost of repairing or replacing your vehicle up to its UK market value. This is the current value of the vehicle at the time of the claim – and it may be different to the amount you paid for your car or any amounts we spoke about when you insured your vehicle with us.
 

Questions about the Woop Buddy Installation?

If you have any questions about the installation of your Woop Buddy, please check our FAQ guide below.
 
If your Woop Buddy is being professionally installed, you will be contacted within 48 hours of taking out your Woop policy to make arrangements for the installation to take place.

If your Woop Buddy is being posted to you, you should receive an email once the installation is completed and the Woop Buddy has been activated.
You will receive a text message after you take out the policy, which will include contact information for the Woop Buddy installation network, if you wanted to contact them yourself.
The Woop Buddy should be installed within 14 days of the policy being purchased. If this is not going to be possible, you must contact us to make alternative arrangements. Please be aware that if your Woop Buddy is not installed in the first 14 days of your policy, and we do not hear from you to make alternate arrangements, you may invalidate your insurance policy or we may have to cancel the policy and this could also incur additional charges.
You will receive a text message and an email to confirm activation.
Generally, within 48 hours of the Woop Buddy being activated.
Driving data is available after approximately 70 miles of driving.
Yes, however it must be installed within 14 days of the policy being purchased.
The installation should take about 30 minutes to an hour.
No, we can disable the Woop Buddy remotely, and no further data should be gathered.

Questions about complaints?

Woop is committed to providing great customer service. However, we understand that there will be times that we disagree with a decision, or that the level of service a customer expects to receive isn’t delivered.

​When this happens, we want to hear about it. Below we’ve outlined some information that we feel you may find useful, in the unfortunate event that you feel you have to make a complaint.
 
Woop insurance’s definition of a complaint is 'Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm's provision of, or failure to provide, a financial service'.

Should you need to make a complaint to us, you can this either by phone or by email.

You can find our contact information here.

Once you have made a complaint to us, either by phone or in writing, we will acknowledge your complaint as promptly as possible.

We may provide this acknowledgment either by phone or in writing.

Once we have reviewed your complaint, we will decide on our next steps, and discuss this with you.

Should this resolve the issue, we will then close the complaint.

If following our review you disagree with our decision, we may decide to alter our decision, or we may have to issue you with our final response.

Our final response will be provided to you in writing, but may also be discussed with you over the phone.

A final response will always be provided to you either by or before 8 weeks following your complaint being made, as per the FCA and FOS guidelines.

Once you have made a complaint with us, and we have not been able to resolve the differences between us, and our final response has been issued, the matter can be escalated to the FOS.

The FOS will then review the matter and provide their response on the matter. The FOS’ decision is binding for both parties.

If you need to contact the FOS, you contact them either by telephone or in writing.

Telephone: 0800 023 4567 or 0300 123 9123.

Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Website: https://www.financial-ombudsman.org.uk/default.htm

What if I still have questions?

You can contact us on 0333 999 2809 (opening hours Mon – Fri 9am–5pm) or email us at customerservices@woopworld.net