Frequently Asked Questions

Acorn is a specialist insurance broker based in the UK, providing a range of insurance products to individuals and businesses. With over 40 years’ experience in the industry, we strive to build on our reputation for reliability and excellent customer service.

Acorn’s motor insurance cover includes providing policies for car, taxi, van, fleet, and motor trade. We also offer non-standard home insurance. Our team of dedicated agents is devoted to delivering exceptional service and peace of mind to our customers.

We provide a range of policies and can consider those who may have had difficulty finding insurance quotes elsewhere.

Getting a quote with Acorn Insurance is quick and easy! Simply navigate to the product you require on our website and click the ‘get a quote’ option. You will then be required to enter your relevant details and the coverage options you require. If you are having any trouble locating what you need, you can contact us via our web chat facility.

Our motor insurance policies cover taxi (both public and private hire), car (including young driver), courier, fleet, commercial vehicle, and motor trade. We also offer household insurance. Get in touch on webchat for any further assistance you may need.

Acorn has been providing specialist policies in the insurance industry for over 40 years. Take a look at our Trustpilot reviews and rating to discover why we are an established specialist provider.

As a specialist insurance broker, we can offer products to cater to a variety of individuals and businesses. Acorn is committed to providing insurance solutions that will help you find the right policy for you and your requirements.

We pride ourselves on an unwavering commitment to delivering our best-possible customer service. We understand that insurance can be complex and sometimes stressful, which is why we strive to make the experience as smooth as possible for our customers

In line with our commitment to making each individual customer’s experience as smooth as possible, we aim to make the claims process quick, easy, and manageable. We understand that the claims process can be stressful — visit our claims page for further details.

At Acorn, we understand the importance when it comes to managing your payments. If you have missed a payment on an existing policy, or need to change your payment date, we can offer payment options that can help you.

Yes — we can offer a number of options for those who may be struggling with their finances. Visit our financial help page to find out more.

Managing your policy online with Acorn is simple and convenient. Our secure online portal allows you to access your policy details, make changes to your cover, update your personal information, and more. You can also speak to an agent via our webchat for any specific questions you may have.

We monitor your mileage on an annual basis. If you are at risk of exceeding your annual mileage allowance or are predicted to double your allowance within the first 50 days, we will contact you.

If we predict that you’ll drive double your annual allowance within the first 50 days of your policy, you must purchase Top Up Miles (TUMS). You’re required to top up at least 50% of the excess mileage predicted, or your policy may be cancelled.

Yes. For example, if you have an allowance of 10,000 miles but are predicted to drive 20,000 miles, you’re exceeding your limit by 10,000 miles. You must top up by at least 5,000 miles (50% of the excess).

You can top up your miles by calling us on 01704 339200 or by using our Customer Portal. Sign in to Acorn Customer Portal.

Our opening hours are Monday- Saturday 09:00-17:30

Yes. The premium increase of your miles will be calculated at point of purchase & is based on your driving score, you can use your Acorn Better Drive App to monitor your driving score. Alongside this, there is also a £30 non-refundable administration fee.

The maximum mileage limit for any one period of insurance is 30,000 miles.

If your policy cancels due to you having exceeded your mileage allowance, or if you have made a claim, or a claim has been made against you, you will not be entitled to a refund.

If your policy is cancelled for any other reason and is cancelled within the first 50 days, your refund will be calculated based on the remaining days on your policy. You will also be charged a total of £89.00 – a £55 Cancellation Fee and £34 device fee (for further information on fees please check your terms of business agreement). If you pay by monthly instalments, your refund will be used to reduce the amount owed on your finance agreement.

If your policy cancels due to you having exceeded your mileage allowance, or if you have made a claim, or a claim has been made against you, you will not be entitled to a refund.

If your policy is cancelled for any other reason, and is cancelled after the 50 days, your refund will be based on whichever is the lesser amount from calculating the refund on both: the remaining days or remaining miles on your policy. You will also be charged a total of £89.00 – a £55 Cancellation Fee and £34 device fee (for further information on fees please check your terms of business agreement).

If you pay by monthly instalments, your refund will be used to reduce the amount owed on your finance agreement.

No, if your policy is cancelled because you exceeded your mileage allowance, you will not be entitled to any refund.

You must top up your miles if instructed to do so, either by phone on 01704 339200 or via the Customer Portal (Sign in to Acorn Customer Portal), to avoid cancellation of your policy. Our opening hours are Monday- Saturday 09:00-17:30. If your policy is due to be cancelled you will receive notification of this by email

Unless there are any exceptional circumstances, if you do not buy the minimum required top-up miles after being notified, your policy will be cancelled. This ensures that all policyholders stay within their agreed mileage limits and maintain valid cover.

Yes, we will continue to monitor your mileage throughout the policy term. If you are predicted to exceed your allowance at any point, we’ll notify you so you can top up your miles as needed.

You can monitor your mileage throughout the policy year using the Acorn Better Driver App. You can also call us on 01704 339200. Our opening hours are Monday- Saturday 09:00-17:30

This will be reviewed on a case-by-case basis, if this occurs please contact us on 01704 339200. Our opening hours are Monday- Saturday 09:00-17:30

You are required to purchase the necessary top-up miles promptly after being contacted. Delaying your purchase may result in policy cancellation if you do not comply within the time-frame provided.

If you have any queries or need assistance, please call our customer service team on 01704 339200. Our opening hours are Monday- Saturday 09:00-17:30. Or use the Customer Portal (Sign in to Acorn Customer Portal) for guidance and support regarding your mileage or top-up process.

You must have motor insurance to drive your vehicle on UK roads. Third party insurance is the legal minimum. This means you are covered if you have an accident causing damage or injury to any other person, vehicle, animal or property. It does not cover any other costs like repair to your own vehicle.

Provides cover for your own vehicle against accidental damage, fire or theft, cover to a third party for unlimited injury, and third party property damage up to £20,000,000.

Provides cover to a third party for unlimited injury and third party property damage up to £20,000,000.

Provides cover for your own vehicle against fire or theft, cover to a third party for unlimited injury, and third party property damage up to £20,000,000.

We offer premium finance from Granite Finance to spread the cost over monthly repayments. Terms and conditions apply.

You can find your payment schedule in correspondence from Granite Finance – your lender.

You could try calculating your weekly mileage and multiplying it by 52 weeks of the year. Alternatively, you can review your previous MOT certificates which will detail your actual mileage for the previous 3 years.

Policyholders accrue 1 year of No Claims Bonus for each full policy year they are claim free. This can be found on your No Claims Bonus certificate or Statement of Fact.

You can submit proof of your No Claims Bonus online here

The No Claims Discount is the official document, on letter headed paper and showing all 4 corners of the page. The No Claims Bonus Certificate should show the start and end date of your previous policy and the number of years of No Claims Bonus. The No Claims Bonus Certificate must be in the Policy holders name. It is an actual No Claims Bonus Certificate, not an invitation to renew or policy summary. The No Claims Bonus Certificate is sent to us after the policy has expired.

Your policy documents are included in your welcome pack which has been sent to you via email or post depending on your preferred method of communication.

Yes, your car insurance can begin with immediate effect.

We ask that in the last 5 years you declare any motoring offences, including fixed penalties, convictions, driver awareness courses or disqualifications, or any pending prosecutions.

Your breakdown cover will start 48 hours after the inception of the policy. (Please note — if breakdown cover is purchased as an optional product, any claims made on the cover within the first 48 hours of inception will not be covered).

Commercial fleet insurance can provide cover for all the vehicles (and in certain cases, assets) your commercial business owns and operates. Insuring all of your commercial vehicles under one policy can simplify the insurance process and removes the complexity of insuring each vehicle individually.

A commercial fleet policy from Acorn covers a wide range of business vehicles, including cars, vans (up to a Gross Vehicle Weight of 7.5 tonnes), and delivery vehicles of all kinds.

Some of our policies have age restrictions in place. Acorn’s commercial fleet policies will typically cover drivers between the ages of 21-70, but please get in touch with our helpful fleet insurance team if you have questions about your policy’s specific restrictions.

The requirements can differ depending on the type of fleet and product. For example, here at Acorn we can offer:

• Own Goods — Consideration given to both new venture and established fleets.
• Courier Fleet/Fast Food Delivery — Consideration given to both established fleets and those rated on a Book & Bonus basis (with all vehicles needing to have a minimum level of 1 years’ NCB).
• Credit Hire — Minimum requirement of 12 months’ fleet specific experience.
• Self-Driver Hire — Minimum requirement of 3 years’ fleet specific experience.

Please get in touch if you have any questions; we are always willing to discuss your specific requirements.

Most of our policies offer commercial fleet cover for periods of as little as 7 days, all the way up to annual policies. Please get in touch to request a quote and find the fleet policy that suits your company’s needs.

Your fleet must have a minimum of 3 vehicles to qualify for Acorn’s commercial fleet policies.

Our claims team are here to help you through every step of the process. Visit our dedicated fleet claims page now to find out how to make a claim. It is important that any incident is reported within 72 hours; otherwise, a late-reporting excess of £500 may apply.

The cost of your fleet insurance policy will differ according to a number of factors; these can include:

• The number of vehicles in your fleet
• The types of vehicles you operate (typically, for example, cars cost less than vans)
• How your vehicles are used
• The driving history of your commercial fleet drivers
• Your claims history and the driving history of your operators

Choosing a fleet policy with Acorn could save you on cost, as it allows you to insure your fleet under one policy, removing the need for numerous different policies for each vehicle.

Contact our fleet support team now to get a quote; alternatively, click here to request a call back for a commercial fleet quote from Acorn Insurance.

If you operate a commercial fleet, Acorn offers insurance policies for traders and businesses including cover for fleets of couriers (car or van), own goods cover, credit hire insurance, and self-drive hire business cover. If you operate a taxi business, we also provide insurance for taxi fleets.

Acorn offers flexible indemnity caps for its commercial fleet policies; specifically, £40K-£60K, dependent on performance and specific risk needs. Please contact us to discuss your specific needs further.

Courier van insurance is designed for drivers who deliver goods or parcels for hire and reward. This usage type is known as Carriage of Goods for Hire & Reward. Find out more about what hire and reward insurance is by clicking here and reading our helpful article.

Standard insurance does not cover the delivery of goods for customers or companies. Van couriers must choose hire & reward insurance to get the correct cover.

Yes — Acorn Insurance can arrange cover for van couriers working with Amazon, DPD, Evri, and more, as well as those who are self-employed.

Choose from Third Party Only (TPO), Third Party Fire and Theft (TPFT), or Comprehensive, with optional Goods in Transit and Breakdown cover available.

Parking in secure areas, choosing a smaller van, and keeping a clean driving record could all help to potentially reduce your premium. Check out our article on reducing the cost of your van insurance for further tips.

Put simply:

• Carriage of Own Goods: Using your van for your trade or profession to carry your own equipment and materials required for your work.
• Courier (Hire & Reward): Using you van to deliver goods belonging to others.

Yes, your van courier cover can start immediately; once your details have been confirmed and payment has been made, you can begin delivering goods for hire and reward. Your documents will be emailed to you shortly afterwards.

Acorn Fleet Insurance offers a streamlined way to cover your entire business vehicle fleet under one policy. This differs from standard vehicle insurance and can provide the following benefits:

• Cost-effective: Fleet insurance can be significantly more cost-effective than insuring each vehicle individually, especially for businesses with a good driving record.
• Convenience: Manage your entire fleet’s coverage with a single policy, saving you time and hassle, especially when it comes to renewing your fleet policy.
• Flexibility: Acorn fleet insurance can be more suited to the specific needs of your business, covering a variety of vehicles with policies for different business areas.

Fleet Insurance can be ideal for businesses that own and operate three or more vehicles. You could consider a single fleet policy if:

• You have a fleet of cars, taxis, vans (maximum GVW 7.5 tonnes), or a mix of vehicles.
• Your vehicles are essential to your day-to-day operations.
• You require a more cost-effective and convenient way to manage your fleet business.

Own goods insurance, in relation to a fleet policy, covers the tools, equipment, and materials your employees transport while using your fleet vehicles. Examples of businesses that would use own goods insurance include caterers, electricians, plumbers, and other tradespeople. Some standard fleet insurance policies may only cover damage to the vehicles themselves.

Acorn provides cover for a variety of different types of fleets, comprising of different vehicle types, numbers of vehicles within the fleet, and specific cover for varying uses of the fleet.

There are three levels of cover available, as detailed in the FAQ below. There are specialist fleet policies available for different types of fleets, including cover for taxi fleets and commercial fleets, as well as fleets using telematics technology to manage and monitor driving standards and usage (also known as connected fleet insurance).

Please get in touch with one of our fleet team today to find out which type of fleet insurance policy may work for you and your business.

Acorn offers different cover options for your fleet insurance policy. These include:

• Comprehensive: Provides coverage for all the above, plus damage to your own vehicles from events like collisions and vandalism. Our comprehensive fleet cover also includes glass windscreen cover.
• Third-party, fire, and theft: Covers damage to other vehicles and property, as well as fire damage and theft of your fleet vehicles.
• Third party only: The minimum cover required to legally have your fleet of vehicles on the road. A third party only policy will cover you for claims against you by third parties if you are at fault for an incident.

Acorn Insurance offers cover for a wide range of fleets — large or small, from a minimum of 3 vehicles, with no upper limit — each of which can consist of a mixture of vehicles. We provide fleet insurance for industry-specific use; please visit the specific product page to find out more by clicking on the links below:

Taxi fleet insurance

Connected fleet insurance (telematics), in partnership with Flock

Commercial fleet insurance

We also provide fleet policies for self-drive hire and credit hire.

Of course, you can always contact us to find out more about our specific policies and how we can help you with your specific fleet insurance needs.

Acorn Insurance aims to make reporting a claim on your fleet policy as simple as possible. You can contact our dedicated claims team 24/7 by phone or online to report the incident and get the claims process started. Visit our dedicated claims page to find out more about making a claim or visit our fleet claims page to enquire about an existing claim.

Getting a free, no-obligation fleet insurance quote from Acorn is quick and easy! You can contact us directly by phone on 01704 339 325 or request a call back for a quote online today.

Acorn offers fleet insurance for a wide range of vehicles, including:

• Cars
• Taxis
• Rideshare (Uber, Bolt, etc.)
• Vans

Minibuses can also be considered for a taxi fleet insurance policy; however, it’s always best to check with our team to confirm if your specific vehicle type is covered. You can contact us on 01704 339 325.

Acorn aims to keep restrictions to a minimum, but there are some restrictions on specific policies. We can typically provide cover for drivers aged 21-70, depending on the fleet policy in question. There are also some restrictions to what we can cover; for example, for courier and commercial fleet policies, we only accept vehicles with a maximum gross vehicle weight (GVT) of 7.5 tonnes. If you have any questions about what is or isn’t covered by our fleet insurance, please contact us to discuss with our helpful fleet team.

Yes — you can adjust your fleet policy mid-term. You can add or remove a driver or vehicle from your policy, change your business address, and manage your policy and payments. Please get in touch with our dedicated team of fleet agents to find out how best to do this — we always aim to be amenable to your needs. Please be aware that there may be additional fees or adjustments to your premium for some mid-term adjustment requests.

The cost of your fleet insurance could be affected by several factors. These include:

• The type(s) of vehicles you operate
• The driving history of your fleet operators
• Your chosen fleet cover options
• Your claims history
• The total number of vehicles in your fleet
• The location of your fleet and where it will primarily operate

As a specialist fleet insurance provider, we will consider your situation, even if you may be concerned about any of the factors raised above. Please get in touch with us to find out more.

You will be sent your policy documents when your policy begins. If you need to review your documents during your term, you can easily gain access by contacting us via our dedicated fleet contact page. Our helpful team will be able to provide you with your specific documentation and will be able to help with any enquiries you may have.

If you require a download of your policy booklet or Insurance Product Information Document (IPID), please see the links for the latest version of these below:

Fleet Policy Booklet

Fleet IPID

You can cancel the policy at any time by contacting our dedicated fleet team. Cancellation may be subject to an administration fee.

Subject to no claims having been made on the fleet policy, either by you or a third party, and providing there are no open claims at the point of cancellation, you may receive a refund for the remaining days of cover (minus any administration fees charged).

At Acorn Insurance, we strive to provide exceptional service for our fleet policyholders. However, if you do encounter an issue and wish to make a complaint, we’re always keen to help you resolve your problem as efficiently as possible. Please click here to view our official complaints procedure.

To report a new claim, please call 0345 092 0700 or visit our claims page as soon as possible. You can report a new claim on this number 24/7, 365 days a year.

If you have an existing claim on your fleet policy that you would like to discuss with our dedicated fleet team, please call 0113 4871075 during our office hours: 09:00 — 17:00 on Monday through Friday.

If you have a Flock policy with Acorn, please call 0113 4871074.

To make a claim on your fleet policy, please ensure you have the following to hand:

• Policy details — your fleet insurance policy number and all relevant policy information.
• Details of the incident — The date, time and location of the incident.
• Vehicle(s) details — including the make, model and licence plate number of any vehicles involved.
• Information about the incident — A brief description of the incident, including any details of other parties involved (vehicles, pedestrians, etc.), where applicable.

The more information you can provide, the quicker we will be able to process your claim.

As well as your policy information, it is recommended that you also provide driving licence details (or the driving licence details of the vehicle operator), witness statements, and any official reports taken at the scene of the incident, such as a police report, if available. We also recommend you take photographs of the scene to support your claim, and that you provide these when required.

It is crucial that you report any accident to the claims team as soon as possible, within 72 hours of the incident occurring. Reporting your claim as soon as possible will allow us to process you claim and provide you with any support you need. Your policy will have specific reporting requirements which may include an additional £500 excess for late reporting of claims, so please contact us as soon as possible.

The processing time for a fleet claim can vary — this is dependent on the complexity of the incident, the availability of necessary information, and any investigations that may be required. Acorn will strive to process you claim as efficiently and fairly as possible.

Even if your driver isn’t responsible for the accident, it’s still important to incident to us as soon as possible.

If an injury is sustained because of an incident involving a vehicle from your fleet, the top priority is always to ensure everyone’s personal safety. Seek medical attention first, if necessary, and then contact us as soon as possible, following the procedure outlined above.

In the event that a vehicle from your fleet is stolen, it is important to take immediate action. Here is what to do as soon as you recognise that a vehicle has been stolen:

• Inform the authorities — Make sure to file a police report as a matter of urgency.
• Notify our claims department — Contact our claims department immediately to report the theft (providing you have Comprehensive or Third Party, Fire and Theft coverage). Have your policy details and vehicle details ready when contacting us.
• Review your policy — Depending on your policy, you may have cover in place for theft or vandalism. Our claims team will be on hand to clarify your details and guide you through the necessary next steps.

We are always willing to discuss any existing fleet claim(s) that you may already have on your policy. Contact our claims team now to discuss the progress of this claim. Our dedicated team of agents is on hand to take your through any questions you may have or any developments that have taken place.

Yes — for a more comprehensive overview of the Acorn’s claims process, please visit our dedicated claims page; this contains more information about our full claims process and further FAQs. If you have any questions about existing claims or the claims process in general, please contact us and we will be happy to discuss any questions you may have.

The black box device fitted to your vehicle is designed to track your location whenever a journey is made. We use this location data to administer your insurance policy in line with the terms and conditions. For example, to assess when and how far you drive your vehicle for mileage and night-time driving, to assess your driving behaviour for speeding, and we may use location data if it is relevant to a claim. We may use also this data to assist you in other ways for example if we believe your vehicle has been in an accident or where it is lost or stolen.

No, a black box insurance policy gives you the freedom to drive wherever you need to. Just make sure you consider your monthly mileage allowance before planning any long-distance trips. Be aware if you regularly exceed your mileage allowance, your insurer could potentially look at cancelling your policy. However, if you have any unused mileage from one month, you will be able to roll this over to the next.

The security of your personal data is very important to us. We have worked with our Telematics Providers to ensure both technical and operational security measures are in place to protect your personal data collected by the black box fitted in your vehicle.

Depending on the device issued with your policy, this will either be fitted by one of our skilled engineers by appointment or by yourself using the vehicle’s onboard port.

You must report any accidents, claims, or losses of any kind to your insurer within the first 24 hours of the event, regardless of who you think is responsible or to blame. If not reported within this period, your insurer can charge you a late reporting excess as noted in your policy schedule.

We can monitor the location of your black box device, which can aid in the recovery of your stolen vehicle. In the unlikely event that your vehicle is stolen, you would still have to pay for your policy.

Please make sure that you get a quotation from us before purchasing another vehicle, to ensure that we can still offer you insurance. Once we have completed a change of vehicle quotation for you, we will be able to let you know if there is a change in the price of your insurance. You can make up to a maximum of two-vehicle changes on your policy during the policy term.

Yes, you can request to cancel at any time. Please refer to your policy terms and conditions for charges that may apply.

You must make us aware if you are planning to use your vehicle to travel to other countries. We can then update your policy and issue you with any extra documentation required. The insurance team will also tell you of any changes that may affect your policy. For example, your level of cover will vary depending on where you travel. For further information, please refer to your policy documents.

The black box device will remain in your vehicle for the time that you are insured with us.

Once your policy term is complete your telematics box will automatically be disconnected. However, if you wish for the fixed device to be removed after the policy term is complete, there will be a third-party charge for removal. Alternatively, if you have a self-fit device, once your policy term is complete, you will need to remove the device from the vehicle yourself. Please refer to your fees and charges document for further information.

If you go over your mileage allowance, you will be contacted to by a member of our dedicated team who will provide you with the necessary information to pay for the extra miles and discuss any other issues you may have.

No, there is no curfew on the black box insurance policy. However, in the nighttime during the hours of 23:00 to 05:00, you are only permitted to drive up to 10% of your monthly mileage allowance.

We will regularly review your speed throughout the policy term and contact you to discuss any speeding violations. Excessive speeding can ultimately lead to the cancellation of your policy.

Yes, although there is no curfew, we do have restrictions. This will be discussed with you by a member of the insurance team to ensure the policy is suitable for your needs.

Yes, but this will be discussed with you in-depth by a member of the insurance team to ensure that you have the right mileage on your policy.

The OBD Port, or Onboard Diagnostic Port, is the location where a black box device can be installed and monitors things like mileage, speed, and other data about your car.

Home insurance can be split between three types of cover:
• Buildings Cover:
• Contents Cover
• Buildings & Contents Cover
The purpose of these is to protect you from financial loss in the event of unexpected damage to, or loss of, your property, including to your home and/or belongings.

• Buildings insurance – covers the structure of your home, such as the walls, roof, floors, windows and doors, and fixtures and fittings like your kitchen and bathroom
• Contents insurance – covers the contents inside your home, such as furniture, clothing, electronics and other household items, up to the limits shown in your Policy Schedule.
You also have the option to combine both:
• Buildings and Contents insurance – a single policy that includes both types of cover, protecting the building itself and your belongings together.

No, it is not a legal requirement to have any home insurance. However, if you own your home it may be a requirement of your mortgage to have buildings cover as a minimum.

The level of cover you need depends on your individual circumstances and can vary from customer to customer. If you are unsure which cover to choose, please refer to Section A, “Definitions”, of your Policy Booklet or visit our blog post.

Your cover begins from the exact date and time agreed when you take out the policy. You can find confirmation of your policy start date and duration in your Policy Schedule, which is attached to your Welcome Email.

Yes, storm damage is included in your policy. Storm damage is defined in the policy booklet under Section A – Definitions as ‘A period of violent weather including either wind speeds of at least 55mph, rainfall of at least 25mm per hour, snowfall of at least 30cm in 24 hours or hail so intense it damages surfaces or breaks glass.’
Each storm damage claim is reviewed on a case by case basis, however, there are general exclusions to the cover such as damage to fences, or damage caused by normal wear and tear or poor maintenance. For full details please refer to your policy booklet, or speak to one of our agents.

Flood damage is covered. For full details, please refer to Sections B and C of your Policy Booklet, as well as your Policy Schedule and Endorsements.

Yes. Valuables such as jewellery, watches and electronics are usually covered under your contents insurance, and may also be covered away from home if you have added the optional Personal Belongings cover. Please note that limits apply, and any high‑value items worth more than £1,500 each must be listed separately on your Policy Schedule.

Your home is usually still covered while you are away, as long as it is not left unoccupied for more than 40 consecutive days in a year unless we have agreed an extended unoccupancy which is referenced in your Policy Schedule.

Subsidence means ‘the downward movement of the ground beneath the Building by a cause other than the weight of the Buildings themselves’.

Underinsurance is when the value you choose for your buildings, contents or specified items is less than it would actually cost to rebuild or replace them as new. If the values on your Statement of Fact are lower than the true value, the insurer may only pay part of any claim, or in some cases not pay it at all.
For more help with setting the right values for your buildings, contents and specified items, please refer to your policy wording or visit our blog post. If you are unsure whether the values you have selected are correct, please call us on 0330 331 0749.

Index linking occurs at each renewal of your policy, where the insurer automatically increases your sums insured by a suitable index (usually based on inflation). The sums insured are not reduced if the index falls that year.

For index linking to be efficient, it requires for your sums insured to be correct at new business, we also ask that you review your sums insured at every renewal, and after any building work or changes to your contents.

• If you need to make a household claim, please call our UK-based team as soon as possible on 01732 497 234, Monday to Friday, between 09:00 – 17:00.
• If you need to make a claim under your ‘Home Emergency cover’, please call 0330 331 0748. Our Home Emergency Claims team is available 24/7 to help you through the process.

When you make a claim, please have the following information ready:

• Your name, address and telephone number
• Full details of the claim,
• Date of loss
• Your Policy number; and
• Crime reference number, if applicable

We may require your previous insurance information and/or documents as part of validating your claim.

You must report any claim, incident, or loss to us as soon as possible and assist and cooperate with our enquiries at all times. Failure to cooperate may result in your claim being rejected, your settlement being reduced, and/or your policy being cancelled or voided.

Yes, in many cases you can add or change cover during your policy term. This will be subject to an administration charge and any change in premium.

To make changes or amendments to your policy, please call our Customer Service team on 0330 331 0749, Monday to Friday between 09:00 – 17:30.

Yes, please let us know before starting any major work, such as extensions, structural changes, loft conversions, or significant renovations. To report any renovations, please contact our Customer Service team on 0330 331 0749. Our opening hours are Monday to Friday, 09:00 – 17:30.

No, we are unable to arrange cover for rental properties.

No, we are unable to arrange insurance for student houses or shared/multi‑occupancy accommodation.

Yes. We can arrange cover for homes going through probate, including periods when the property is unoccupied, subject to acceptance and any special terms shown on your Policy Schedule. To discuss your options, please contact our UK-based team on 0330 331 0749. Our opening hours are Monday to Friday, 09:00 – 17:30.

The excess is the amount you pay towards each claim. The exact amounts are shown on your Policy Schedule.

In many cases, you can. To discuss changing your payment date, please contact Granite Finance on 01704 339 500, Monday to Saturday between 09:00 – 17:00.

We will send your renewal documents around 21 days before your policy ends. These will explain your new premium and confirm whether your policy will renew automatically or if you need to contact us to renew. To renew your policy, please call our Renewals team on 01704 270 002, Monday to Friday, between 09:00 – 17:30.

If you have not received your policy documents, we can send them to your registered email address. Please call our UK‑based team on 0330 331 0749, Monday to Friday between 09:00 – 17:30, to discuss your options.

You can cancel at any time by calling 01704 339 000. Our opening hours are Monday to Friday, 09:00 – 17:30.

If you miss a payment, please contact Granite Finance on 01704 339 500, Monday to Saturday between 09:00 – 17:00. Granite Finance may charge a £25 default fee under your credit agreement, and if payments are not brought up to date your policy may be at risk of cancellation. For information on how cancellation and any premium refund would work, please see Section H – Cancelling Your Policy in your Policy Booklet.

To contact our UK‑based customer service team, please call 0330 331 0749. Our opening hours are Monday to Friday, 09:00 – 17:30.

No. The impound policies we sell are fixed at 30 days in duration.

There is no excess on this impound insurance policy as the policy is third-party only cover.

Apart from permit a single release from a police compound in the thirty-day period, your policy permits you to use your vehicle for social, domestic and pleasure purposes as well as commuting (for up to 4 hours a day).

You are not permitted to use the vehicle for business/work.

Please be aware, the impound policy is third-party only cover.

More details can be found in the Policy Booklet in Documents.

We specialise in arranging impound insurance. We help drivers get the cover they need to release their car or van from a police compound.

We sell thousands of impound policies each year. We understand what’s required to meet police release conditions and can help you get back on the road.

No, impound insurance, impounded insurance and compound insurance are the same product. Different terms have come about as a car is seized or ‘impounded’ by the police but is held at a police compound.

Impound car insurance is more expensive than the average car insurance premium as drivers of seized vehicles are considered to be a higher risk.

A policy is for 30 days and third-party only cover.

The release charges vary by weight and damage condition of the vehicle.
The release charge for an upright, substantially undamaged, less than 3.5-tonne vehicle costs £192. There is additionally a daily storage fee of £26 (more for higher-weight vehicles).
You can find full details about the charges you’ll have to pay in Charges for the removal, storage and disposal of vehicles under road traffic law (circular).

If your vehicle has been seized and put in a police compound then you will be given a seizure notice at the point the vehicle was seized by the police or sent a seizure notice, by post, from your local police force.

In most regions you will need to visit the designated Police Station with the seizure notice, driving licence, proof of vehicle ownership, proof of address (two items of proof of address needed), a valid MOT certificate, valid road tax and proof of valid insurance that covers you to release the vehicle from impound. The Police will then stamp your seizure notice. You can purchase impound insurance from Acorn Insurance.

You then need to take the stamped seizure notice to the compound where the vehicle is being held. You may need to show some or all the documents listed above. You will then need to pay the release charges which comprise a one-off release fee and a daily storage charge. Please be aware that fees are set by the government, not the Police.

No, you will need to show that your vehicle is insured before the police will release your vehicle from a police compound. You will need cover that permits the release of a vehicle from a police compound, review your documents carefully to check whether this is permitted (or if you need to buy insurance make sure you are covered for this use).

We sell impound insurance at Acorn Insurance. This is a 30-day insurance policy for third-party only cover.

To report a claim with Acorn Insurance please use the following options.

Call our dedicated New Claims Line: 0173 2747 100 24 hrs a day 365 days a year.

Want us to call you back? Then send the following text: Text “CLAIM” to 83118

Or If you would like to discuss a claim that has already been reported to us, you can do so by calling 0330 3310714 during our office opening hours, which are

Monday – Friday: 08:00 – 18:00 / Saturday: 09:00 – 17:00 / Sunday & Bank Holidays: Closed

Have your policy details, incident description, and relevant documentation ready.

It is vital that you report any accident to our claims team within 24 hours so that we can support you as soon as possible and ensure we have all the information we need to attend to your claim. Your policy will have specific reporting requirements and timelines which may include additional excesses for late reporting of claims; please refer to your policy or contact our team who will be happy to assist with any questions you have.

You will need to provide a copy of your driving licence, any photographs taken at the scene, witness statements, and any official emergency responder reports related to the incident.

Timelines can vary, but we strive to process claims efficiently. You’ll be kept informed throughout.
Please ensure you provide all requested information to us in a timely fashion.

At Acorn Insurance, while not mandatory, a police report can be valuable evidence in the claims process.

Your policy excess amount(s).

Any damages to the vehicle that existed prior to the accident being claimed for.

Any unpaid insurance premiums.

If you have financed, hired or leased your vehicle, please consider any outstanding payments to the hire purchase company, leasing company, bank or lender.

We determine the value of your vehicle based on age, mileage, and condition, consulting relevant sources as needed.

The claim amount is assessed based on factors like damage severity and policy coverage.

You may contact the Acorn claims team on 0330 3310714 to discuss concerns or refer to the policy terms for dispute resolution.

We will guide you to a repair workshop approved by Acorn for guaranteed repairs. Additional policy benefits may include a courtesy car. Please check your policy schedule and wording for details.

If your vehicle is beyond economical repair, our approved salvage agents will collect it, and we will take ownership. We will dispose of the vehicle according to industry guidelines and inform relevant databases. We will pay you the market value after necessary deductions.

“Total loss” also known as a “write off” refers to when the cost of repairing a car is more than its market value and it is not economically viable to fix it. An insurance assessor will examine your car if you have comprehensive insurance and determine if it’s a total loss.

Yes, you do have the flexibility to choose a repair facility, or we can recommend one from our trusted network to avoid potential delays in the process.

If we can recover the money that we pay for the damage to your vehicle or if we don’t have to pay for the damage or loss to any other party involved in your claim, then your No Claims Discount (NCD) will not be affected. However – if the renewal date falls prior to the recovery of the repair/hire costs from the third-party insurer then your NCD will be affected.

No, it does not affect your No Claims Discount.

Third Party Liability is the legal responsibility or obligation of the policyholder to persons third parties who are not covered under the insurance policy.

Your policy may include coverage for uninsured motorists. Contact us on 0173 2747100 and we will guide you through the process. Alternatively, you can text 83118 to request a call back.

Non-fault claim: The insurer pays and recovers the cost from a third party. Example: the other driver accepts the blame in a car accident.

Fault claim: When your insurer must make a payout, regardless of who is responsible for the accident.

Your Premium with us may increase even after a non-fault claim because drivers who have made a claim are more likely to make another claim in the future. This helps insurers charge those who are more likely to cost the insurer further down the line.

With our app-based policy, if you have a consistently good driving record you could receive a discount at renewal.

Theo is a solar-powered telematics device which monitors your driving behaviour and uploads your to the Better Driver by Acorn app.

This is for anyone who is looking to improve their driving style throughout a policy cycle and earn a discount at the renewal stage.

Policies can be purchased online on our direct website and comparison sites. You can also give our dedicated team a call on 01704 339 328 and speak to one of our sales team to set up your policy.

The device and app will monitor your driving behaviour throughout your policy, covering speeding, eco-driving, time of day and duration.

Time of Day

There are certain circumstances which may lower your driving score as there is a greater risk of potential accidents. For example:

• The period after midnight to the early hours of the morning is the highest risk zone.
• The midweek commuting periods are also high risk based on the potential number of accidents that can happen, if you are also driving this time at high speeds, this will lower your driving score.

Driving Duration

Trips which involve more than 2 hours continuous driving can greatly increase the risk of serious accidents. This can be caused by things like tiredness and lack of concentration. Your driving score will decrease for every trip that you drive for 2 hours or more.

Speeding

Your speeding score is based on the number of times your actual speed exceeds the speed limit specified for road types. Exceeding the limit will lower your score regardless, but exceeding on a country lane will bring your score down more than if you were driving on a motorway, for example.

Eco Driving

Eco Driving can be defined in many different ways. We are measuring this by combining certain driving behaviours (forms of acceleration) into a simple score. You score will be determined by three different behaviours:

• Speeding-up
• Braking, and
• Cornering

Yes, you are insured from your policy start date, but you need to make sure your device is fitted within 48 hours of receiving it.

No, the Theo device is self-installed.

Please click the following link for further details on how to install your Theo device.

By law, we will only use your personal data when we have a legal basis to do so. Our legal basis for processing your personal data, and details of what we use it for, is set out in our Privacy Policy

No, the device and data costs are included within your policy at no additional cost; however, a fee may be applicable if you change your vehicle.

The cost of a new device would be classed as a repair cost, which would be covered by your Acorn Insurance policy. If you change your vehicle after a total loss claim, you will need to pay for a new device depending on the outcome of the claim.

Yes — please click the following link for installation instructions. The device will sit neatly on your windscreen and has no effect on the operation of your car.

The device and app record your all of journeys, as well as information about how you have been driving. This includes data on your speed, eco-driving, time of day and duration.

No, the Theo device can be removed, and a new cradle will be sent to you to re-install in your new vehicle.

No, the device is solar-powered, but should you be required to charge the device we will let you know beforehand.

Please click the link and follow the instructions on how to remove your device from your car.

The Better Driver by Acorn app is available in the Google Play/Apple Store. Your handset will be required to have the most up-to-date software version to be compatible with the app.

The app is compatible with Android and IOS handsets; however, older handsets are not compatible.

As part of the terms and conditions of your policy, you will need to reinstall the Better Driver by Acorn app.

You will be notified if there are any problems with your app and device and will be advised of the next steps.

You will be notified if there are any problems with your app and device.

Your device is completely independent of the app, and neither requires any adjusted settings on your phone. The app is purely a place for you to view your driving behaviours; therefore, you will not need to have Bluetooth or location services switched on and power saving mode will not affect the running of the app or device.

Please inform us before you head off on holiday. This way, we can work with our Telematics Provider to ensure a limited number of communications are sent to you while you’re away.

We use Royal Mail 48hr tracked to deliver the device to you. If you still have not received your device, please contact us and we can arrange a new device to be delivered to you.

Please click the link and follow the instructions on how to install your device in your car.

This insurance helps the management of a taxi fleet by having a single policy for all vehicles used as taxis in a business. Potentially, a policy of this kind can reduce costs, compared to having several individual taxi policies, and offers the convenience of one renewal date.

Policies can be arranged to cover any driver, which offers flexibility for businesses, but there is also the option for named driver cover if preferred. Please note terms and conditions may apply.

Yes, a mix of vehicles can typically be insured under a single taxi fleet policy. Contact us to find out more about the options available to you.

Acorn’s fleet taxi policies are designed to accommodate both private and public hire vehicles within the same fleet. You can also insure vehicles used for rideshare, such as Uber or Bolt.

We understand the importance of having different payment options available for your taxi business; we can offer:

• Annual payment: Pay your premium in full upfront for the year.
• Short-term options: Choose taxi fleet cover from 7-day, monthly or 6-month cover, if an annual policy isn’t right for you.
• Discuss further options: Contact us to discover if we can help you with your payment options.

You must have at least 3 vehicles in your taxi fleet to qualify for a taxi fleet insurance policy with Acorn.

Yes — if you have a minibus, or minibuses, as part of you taxi fleet, they will be considered for coverage within the fleet policy, with a maximum of 16 seats being the acceptable upper limit in terms of size.

Taxi fleet insurance specifically refers to a policy that covers multiple vehicles under one agreement, providing a streamlined approach to  insuring all the vehicles in a taxi business.

Chauffeur insurance will be considered as part of a taxi fleet insurance policy, but this is dependent on vehicle value and clientele.

Taxi Insurance is a requirement if you’re using your vehicle for Public/Private Hire Usage (the carriage of passengers for hire & reward) Business use on a standard private car policy is not enough to use your car for Public/Private Hire use.

Private hire insurance caters to vehicles that require to be pre-booked in order to pick up passengers. Public hire insurance caters to vehicles available for immediate hire, this means they can be flagged down on the street or at a taxi rank, Public hire usage also covers private hire usage.

Taxi Insurance and Private Car Insurance have different rating factors based on risk. Taxi Insurance cost is usually higher for reasons such as increased mileage, and for the additional risk of carrying members of the public.

To confirm if you meet our insurers’ underwriting criteria please get in touch with our friendly team today alternatively you can get a quote online.

We arrange insurance for a wide range of taxi vehicles. To confirm if you meet our insurers’ underwriting criteria please get in touch with our friendly team today, alternatively you can get a quote online.

We offer a wide range of policy options with varying cover levels and policy length. To confirm if you meet our insurers’ underwriting criteria please get in touch with our friendly team today, alternatively you can get a quote online.

Yes, providing you meet our insurers underwriting criteria we can incept policies with immediate effect.

Yes, all our taxi policies offer social and domestic cover as standard. This will enable you to drive your vehicle for personal use and gives the convenience of one policy covering your personal and professional needs.

No, our taxi policies do not provide you with cover to drive other vehicles.

No, we’re unable to accept private car no claims bonus on your taxi policy.

The selection of policy will ultimately be your decision but our friendly team will assist in providing clarity and options available to make an informed choice.

Your excess is based on your individual policy and there are different excesses that may apply such as compulsory and/or voluntary. Details of your policy excesses can be found in your policy schedule.

Our payment options vary dependant on policy length, we accept a one off payment in full for all policies or we have a finance option for annual policies. We also offer automated payment options for short-term policies to add to the ease of doing business with Acorn Insurance.

Public liability insurance covers the cost of claims made by members of the public for incidents that occur in connection with your business activities.

All Acorn taxi insurance policies will cover the specifically named drivers. However, certain licensing authorities have restrictions around this and therefore guidance from your council should be obtained prior to any request.

Acorn offers specialist fleet insurance for vehicles used for hire and reward. If you are searching for a taxi fleet policy, we offer a wide range of options. Visit our taxi fleetpage for details, or contact our helpful taxi insurance team.

Your breakdown cover policy will start at the agreed inception date and time, however any insured incident occurring within 48 hours following Your initial purchase of this policy will not be covered.

If you would like to delete your Acorn Taxi App account through Google, please follow the steps below:

How do you delete your account?

1. Log into your account
2. Select your account
3. Select ‘delete account’

Acorn Insurance can arrange van insurance for a range of needs, whether you use your van personally, for commuting, for carrying your own tools and equipment, or as a courier. Cover is offered on standard policy terms and subject to eligibility, including a driver’s claims and conviction history.

Your van insurance can cover damage to your own vehicle, damage to other vehicles or property, and injuries caused to other people in an accident. Depending on the level of cover selected, it may also include protection for fire, theft, and accidental damage to your own van.

Yes. UK law requires at least Third Party Only insurance to drive legally. If you use your van for personal trips such as shopping, visiting family, or leisure activities, you’ll need Social, Domestic & Pleasure (SDP) cover. However, travelling to or from a place of work is not included under SDP, so you would need to select Commuting cover if you use your van for that purpose.

When you take out van insurance with Acorn Insurance, you’ll need to choose one of the four usage types:

1. Social, Domestic & Pleasure (SDP)

Use only for personal, social, or leisure purposes. This does not include travelling to or from work.

2. Commuting

SDP use and travelling to and from one permanent place of work or business (your permanent workplace address).

3. Carriage of Own Goods

SDP + commuting and using your van for your own trade or business; for example, carrying your own tools, equipment, or goods.

4. Carriage of Goods for Hire & Reward (Courier)

SDP + commuting and using your van as a courier to deliver goods for hire and reward by prior appointment only.

Choosing the right usage type ensures your policy remains valid and accurately reflects how you use your van. Have a look at our article on classes of vehicle insurance use for more information.

• Commuting is simply travelling between your home and one permanent place of work.
• Carriage of Own Goods covers tradespeople or professionals who use their van for carrying their own materials, tools, or products for work (e.g. builders, gardeners, electricians, plumbers, etc.).
• Carriage of Goods for Hire & Reward applies to couriers who deliver goods for customers or companies by prior appointment; whether making multiple stops or delivering one package, hire and reward insurance is required. Have a look at our article on what hire and reward insurance is for more information.

You may be able to lower costs by parking securely, choosing a smaller van, and maintaining a clean driving record.  You may also help to keep your premium down by accurately declaring how you use your van, estimating your annual mileage as accurately as possible, and selecting a van that suits your needs rather than a larger or more powerful model than required. Read our article on reducing the cost of your van insurance for more information and tips.

This depends entirely on your cover. Always check your certificate before driving another vehicle. Please note that you will not be covered for this if you have a standard van insurance policy arranged by Acorn Insurance. Please contact us if you have any questions about your policy.

Third Party Only covers damage or injury to others but not your own van.

TPFT offers Third Party cover plus protection if your van is damaged by fire or stolen.

Comprehensive insurance provides cover for your own vehicle against accidental damage, fire or theft and cover to a third party.

It’s a legal requirement to have at least Third Party Only insurance to drive a van on UK roads, as this is the legal minimum. This ensures that you’re covered for any damage or injury you might cause to others while driving. It does not cover any repairs to your own vehicle.

Your No Claims Bonus (NCB) is usually shown on your renewal notice or proof of insurance documents. You can also contact your previous insurer if you’re unsure how many years you’ve built up.

Yes — with Acorn Insurance, you can use a No Claims Bonus earned on a car insurance policy when you apply for your van insurance policy.

Yes, in most cases your cover can begin immediately once payment has been made and your policy has been confirmed. You’ll receive your insurance documents by email shortly after.

You must disclose any unspent motoring convictions from the last 5 years, penalty points, or pending prosecutions when you apply for or renew your policy. This includes speeding offences, driving without insurance, or any disqualifications.

If you’ve added breakdown cover to your van insurance, it will usually start from the same date as your main policy. The details will be confirmed in your policy documents. Please note: you cannot make a claim within the first 48 hours of taking out your breakdown policy.

No — a van insurance policy normally only covers the specific van listed on your certificate of insurance. If your policy includes a “driving other vehicles” extension, this would be shown clearly on your documents, but many van policies do not include this feature.

Always check your certificate and schedule before driving any vehicle that is not named on your policy.

Vans are not placed into the same insurance groups used for cars. Instead, insurers assess vans using factors such as:

• The make, model and engine size
• The van’s weight and payload
• Security features
• Repair costs
• Your selected usage type (e.g. SDP, Commuting, Carriage of Own Goods, Hire & Reward)

To see your available cover options, simply request a van insurance quote using your vehicle details.

It can be, depending on how the van is used. Vans often carry tools, equipment or goods, and may be driven for trade or courier work, which typically involves higher mileage or increased risk.
Other factors influencing price include:

• Vehicle size and engine power
• Chosen usage type (e.g. Hire & Reward is higher-risk than SDP)
• Where the van is kept overnight
• The driver’s age, experience, claims and conviction history

However, smaller vans used for personal journeys can sometimes cost less to insure than larger commercial vehicles, but this depends on the cover required for what the van will be used for.

Vans are often used for business, trade, or delivery work, which can involve higher mileage, heavier loads and a greater risk of theft or damage. For that reason:

• Vans follow different rating criteria to cars
• Van policies include specific usage types (SDP, Commuting, Carriage of Own Goods, Hire & Reward)
• Repair costs and security risks differ from standard cars
• Drivers may require optional cover for tools or goods in transit

These factors mean van insurance is assessed differently to standard car insurance, and correctly selecting your usage type is particularly important.