Frequently Asked Questions

 

Accidents and Claims

I need to make a claim under my Motorcycle Insurance
  • If your insurance underwriter is FBD Insurance PLC – Please contact them 24 hours a day on 01 761 7617
  • If your insurance underwriter is AXA Insurance DAC – Please contact [email protected] or phone on 0818 736 524, or by post, AXA Insurance DAC Wolfe Tone house, Wolfe tone street, Dublin 1. Opening hours: Friday 8am to 7pm and Saturdays 10am to 2pm
I need to make a claim under my Classic Car Insurance

If your insurance underwriter is AXA Insurance DAC – Please contact [email protected] or phone on 0818 736 524, or by post:

AXA Insurance DAC
Wolfe Tone House
Wolfe Tone Street
Dublin 1

Opening hours: Friday 8am to 7pm and Saturdays 10am to 2pm.

I need to make a claim or seek advice under my Legal Protection policy

If you need to make a claim under or seek legal advice under your Legal Protection policy, you should call ARAG Legal Protection Ltd on 0818 670 747.

I need to make a claim under my Helmet and Leathers and/or Personal Accident policy

If you have purchased either Helmet and Leather Cover and/or Personal Accident cover and you need to make a claim under one or both of these policies, you need to contact the underwriter of your policy directly.

If your insurance underwriter is FBD Insurance PLC – Please contact them 24 hours a day on 01 761 7617.

If your insurance underwriter is AXA Insurance DAC – Please contact [email protected] or phone on 0818 736 524, or by post:

AXA Insurance DAC
Wolfe Tone House
Wolfe Tone Street
Dublin 1

Opening hours: Friday 8am to 7pm and Saturdays 10am to 2pm.

Breakdown Cover

I need to avail of my Breakdown cover under my policy

If you need to avail of the Breakdown cover under your policy, please call 090 645 1972.

I need to avail of the European and UK Breakdown cover under my policy
If you need to avail of the European and UK Breakdown cover under your policy, please call: 

In Ireland: 090 645 1972
In the UK: 0800 093 5318
Rest of Europe: 00 44 1737 826 112

Documentation

My policy has renewed, will I get my policy documents?

To ensure effective communication with our customers, and to aid with the operation of this office, we'll issue your policy documents by the following methods:

  • If you're a motorcycle customer and you've opted to receive your documentation by email, and where we have a valid email address on file for you, we'll issue your documents by email.
  • If you're a motorcycle customer and you have opted into our customer document portal, we'll upload your documents to the portal.
  • If you're a motorcycle customer and we don’t have a valid email address on file for you, we'll issue your documents by post.
  • If you're a Classic Car policy holder, we'll also issue your policy documents, including your certificate of insurance and disc out to you by post.
Can I get a copy of my policy documents or No Claims Bonus?
If you require a copy of your policy documents or you require a copy of your No Claims Bonus, please email us, noting your name and policy/reference number to [email protected].
Can you email me a copy of my policy documents or No Claims Bonus?
If you'd like your policy documents emailed to you, please let us know when you request them from us.
How long will it take to receive my policy documents?
  • If you're a classic car customer, you will receive your policy documents in the post within three to five working days of requesting them.
  • If you're a motorcycle customer, and you've opted to receive your documents by post, you'll receive your policy documents in the post within three to five working days of requesting them.
  • If you're a motorcycle customer and you've opted to receive your policy documents by email or through our portal and where we have a valid email address on file for you, you'll receive your documents within 24 hours.
I need to send you a copy of my driving licence

Please email this to [email protected]. Please include your policy number and or customer reference number in your correspondence. If you don’t have access to email, please post these documents to:

Carole Nash Insurance Consultants (Ireland) DAC
Ulysses House
22/24 Foley Street
Dublin 1

I need to send you a copy of my No Claims Bonus

Please email this to [email protected]. Please include your policy number and or customer reference number in your correspondence. If you don’t have access to email, please post these documents to:

Carole Nash Insurance Consultants (Ireland) DAC
Ulysses House
22/24 Foley Street
Dublin 1

I need to send you a copy of my IBT

Please email this to [email protected]. Please include your policy number and or customer reference number in your correspondence. If you don’t have access to email, please post these documents to:

Carole Nash Insurance Consultants (Ireland) DAC
Ulysses House
22/24 Foley Street
Dublin 1

Contact Us

What are your opening hours?

Our opening hours are:

Monday to Friday - 9:00am to 6:00pm

Saturdays  - 9:00am to 1:00pm

I want to take out a new Motorcycle policy

The quickest and easiest way to take out a new motorcycle policy is online. Get a quote now.

If you would prefer to speak to one of our representatives, please call us on 1800 818 767.

I want to take out a new Classic Car policy

To speak to one of our representatives, please call us on 1800 800 843.

I need to renew my policy

Please contact us on 1800 930 802 to discuss an existing renewal.

I want to opt out of the automatic renewal of my policy

If you decide not to renew your policy and you are set up for an automatic renewal, you will need to contact us at least two working days before your renewal date. Please call us on 1800 930 802.

I am an existing customer

Please contact us on 1800 298 551 to discuss or make a change to an existing policy.

I need to speak to you about my premium finance

If you need to speak to us about your premium finance which is provided through Close Brothers Premium Finance, you can contact us at Carole Nash Insurance on 1800 298 551 or Close Brothers Premium Finance on 01 862 2560.

How do I make a complaint?

Whilst we'll make every effort to maintain the highest standards, we recognise that there may be some occasions when we fail to satisfy our customers' requirements. We therefore have procedures in place to investigate and remedy any area of concern.

When dealing with your complaint, we will follow our Complaints Procedure. If you are not satisfied, you may be entitled to refer the matter to the Financial Services and Pensions Ombudsman.

Register a complaint online

By phone

1800 298 551

By mail:

Complaints Team
Carole Nash Insurance Consultants (Ireland) DAC
Ulysses House 22/24
Foley St
Mountjoy
Dublin 1
DO1 W2T2

By email:

[email protected]

I need to send you a copy of my driving licence

Please email this to [email protected]. Please include your policy number and/or customer reference number in your correspondence. If you don’t have access to email, please post these documents to:

Carole Nash Insurance Consultants (Ireland) DAC
Ulysses House 22/24
Foley St
Mountjoy
Dublin 1
DO1 W2T2

I need to send you a copy of my No Claims Bonus

Please email this to [email protected]. Please include your policy number and/or customer reference number in your correspondence. If you don’t have access to email, please post these documents to:

Carole Nash Insurance Consultants (Ireland) DAC
Ulysses House 22/24
Foley St
Mountjoy
Dublin 1
DO1 W2T2

I need to send you a copy of my IBT

Please email this to [email protected]. Please include your policy number and/or customer reference number in your correspondence. If you don’t have access to email, please post these documents to:

Carole Nash Insurance Consultants (Ireland) DAC
Ulysses House 22/24
Foley St
Mountjoy
Dublin 1
DO1 W2T2

Renewals

My policy is coming up for renewal, will I get a renewal invite?

To ensure effective communication with our customers, and to aid with the operation of this office, Carole Nash will issue your renewal invite out to you by email, where we have a valid email address on file for you and by post to customers without a valid email address.

Will my policy automatically renew?

If you pay for your Motorbike policy using Close Brothers Premium Finance or you've opted into an annual automatic renewal, your policy will automatically renew each year, unless we advise you otherwise. This will be brought to your attention in your renewal invite each year on the renewal cover letter. This means you don't need to do anything unless we inform you otherwise and your policy will continue into a new year of insurance.

Can I opt out of the automatic renewal of my policy?

If you decide not to renew your policy and you are set up for an automatic renewal, you will need to contact us at least two working days before your renewal date. Please call us on 1800 930 802.

My policy has renewed, how will I get my policy documents?

To ensure effective communication with our customers, and to aid with the operation of this office, we will issue your policy documents by the following methods:

If you are a Motorcycle customer and you have opted to receive your documentation by email, and where we have a valid email address on file for you, we will issue your documents by email.

If you are a Motorcycle customer and you have opted into our customer document portal, we will upload your documents to the portal.

If you are a Motorcycle customer and we don’t have a valid email address on file for you, we will issue your documents by post.

If you are a Classic Car policy holder, we will also issue your policy documents, including your certificate of insurance and disc out to you by post and which you will receive within three to five working days.

Cancellation

How do I cancel my policy?

If you're a Motorcycle customer and you want to cancel your policy, please email [email protected] informing us that you wish to cancel your policy.

Please note your policy number/reference number in the subject line of the email and also confirm if you have had any accident or claims or any pending claims which may give rise to a claim in the period of insurance.

If you are a Classic Car customer and you wish to cancel your policy, please write to us at Carole Nash Insurance Consultants (Ireland) DAC, Ulysses House, 22/24 Foley Street, Dublin 1 informing us that you wish to cancel your policy. Please confirm if you have had any accident or claims or any pending claims which may give rise to a claim in the period of insurance in your cancellation request and also return your certificate of insurance and disc.

Will I get a refund if I cancel my policy?

You may cancel your contract of insurance by giving your notice in writing within 14 working days of receipt of your policy documents or start date of your policy (whichever is later). We will charge you any charge your insurer makes for the number of days cover provided since the policy start date. This will be deducted before a refund is issued and providing no claims have been made.

If you wish to cancel your policy outside of the 14 working day cooling off period, our set up charge is non-refundable, and we'll charge you any charge your insurer makes for the number of days cover provided since the policy start date. This will be deducted before a refund is issued and providing no claims have been made.

If your policy is cancelled and you or someone else has made a claim under your policy, you will not be entitled to a refund. If you're paying your premium by Direct Debit, you must pay the rest of your premium including any outstanding payments under your credit agreement. Please refer to the Policy Conditions section within your policy booklet, and section 7 of the Terms of Business document entitled ‘Fees’ for further information.

Customer Document Portal

How do I register for the documents portal?

In order to access the documents portal, you need to opt into receive your documents through the portal when you take out a new policy with us or renew an existing policy with us. Once you do this you'll receive an email inviting you to register for the portal.

Once I've registered to receive my documents for the portal, how can I access it for the first time?
  • Go to the Customer Portal
  • Select 'not registered'
  • Select 'click here to register'
  • Enter your email address and set up a password. (The password needs to be eight or more characters and must contain at least one capital letter and at least one number)
  • A verification email will then be sent to the email address you have provided us with (check spam/junk folders)
  • Click on the link in the verification email to activate your account

Close Brothers Premium Finance

What documents do I need to provide to Close Brothers Premium Finance (CBPF)?

If you're availing of finance through CBPF and you are a new customer or did not have finance through CBPF the previous year and your loan is:

  • Under 500 (including interest) - Valid proof of identification, electronic signature, and a completed affordability document.
  • Over 500 (including interest) - Valid proof of identification, proof of address dated within six months, proof of PPSN, electronic signature and a completed affordability document.

If you are an existing customer of CBPF, through Carole Nash, and your loan is:

  • Under 500 (including interest) – No additional documents are required
  • Over 500 (including interest) - Proof of address dated within six months and proof of PPSN is required – this document must be sent to [email protected]
How do I upload my Close Brothers Premium Finance documents?
  • Open the link in the email you receivedf rom Close Brothers Premium Finance (ensure to check your junk folder).
  • Verify yourself using three random digits from your account number (not IBAN number) or receive a code to your mobile phone.
  • Follow the steps in the link to upload all documents required.
How long do I have to upload my Close Brothers Premium Finance Documents?

You'll have 30 days from the policy inception date to provide all relevant documents. Failure to provide the required documents in the required timeframe may result in your policy being cancelled.

I missed a Direct Debit; how can I pay the arrears?

Please contact Carole Nash Insurance on 1800 298 551 or Close Brothers Premium Finance on 01 862 2560.

If your financial situation has changed for any reason and you're struggling to pay your insurance premiums, please talk to us. There are options available, and we're fully committed to working with you to find a solution.