Help


Why do you charge a fee for breach of terms, early cancellation or for voidance?

When we set up a new policy, it costs us a significant amount of money to set up, process and administer the policy. This normally includes, but is not limited to, the payment to a price comparison website you may have used in getting your quote, our call centre and staff costs incurred in setting up and administering your policy, driving data collection and administration (through the smartphone app) and IT system costs.

When we are unable to continue with your insurance cover, we lose the income associated with your business, but are still liable for a significant element of the costs above. The fee charged partially offsets some of the above costs incurred.

Where can I find out more about my monthly instalments / Direct Debit?

We work with Premium Credit to provide you the option to pay my monthly instalments.
If you opted to pay by monthly instalments, you will be emailed login details for www.mypremiumcredit.com. Once you have access to this you will be able to settle any missed payments and update changes to your bank details.

How many journeys are shown on the App?

The App will display at least your last 14 days’ journeys.

Will you cancel my policy if I exceed the speed limit or drive badly?

Yes, if you exceed the speed limit by more than 20 mph on more than two occasions during any one annual period of insurance or demonstrate consistently poor driving behaviour as evidenced via the App. Please note cancellations will be subject to our Terms of Business

Why won’t your website give me a quote?

Please call us on 03300 248 306 so we can help you.

Why isn’t my car insurance quote cheaper than others even though I’m a safe driver?

We don’t promise and can’t promise to be the cheapest just because we take into account driving behaviour as well all the tried and trusted traditional underwriting factors. Every insurer has a different experience and a different view of individual risks and how to calculate a car insurance quote.

Why is my ‘Familiar roads’ driving behaviour so low?

We consider using the same roads regularly to be safer than using unfamiliar roads. We consider a road as being familiar by looking at how many days out of the last 30 days you’ve used the same stretch of road. Therefore, to begin with, this score will be low until we build a picture of the roads you use regularly.

Why hasn’t my score updated?

When recording of your journey stops, the app will try and send your journey data to us via your mobile data network. The app will continue to retry until you have mobile data coverage. If you are in an area where there is difficulty sending over the journeys via your phone provider’s data network, you can change your setting to upload journeys when connected to Wifi only. You can do this by going to Settings on the app.

Why hasn’t all my journey mileage or journey time recorded?

This is due to the GPS reception not being good enough to record a journey accurately enough. Your phone needs clear line of sight of GPS satellites in the sky. Buildings and tunnels can get in the way. Also, the quality of GPS receivers varies by different models of phone. Therefore the recorded miles and/or recorded time in your journey feedback will normally be slightly lower than your actual mileage or time spent driving. On average, we’d expect to achieve successful monitoring of 80% of each journey. To improve GPS reception, we recommend using an in-car cradle so your phone is secure and has good line of sight to the sky. See How to monitor a journey.

Why don’t some of my journeys record?

This could be due to the GPS reception not being good enough to record a journey accurately enough. The journey will be disregarded. To improve GPS reception, please see ‘Where should I place my phone to get the best GPS signal?’
Your journey may also not be recording if your journey was short in distance or time. This means the journey will be disregarded. Please see How to monitor a journey for further information.
The App is set to autostop after 5 minutes of not driving. This means when you’re stuck in traffic the App may stop recording. If you have got autostart selected, then the App will re-start recording when it detects you are driving again.

Why does the app say I was speeding when I wasn’t?

We’ve got a database of all the speed limits and we continually maintain it to keep as up-to-date as we can. However, occasionally we’ve got it wrong or the speed limit has changed without our knowledge.
If you have noticed that a speed limit is showing incorrectly on the App, we appreciate your feedback. Please email us at customerservice@drivology.co.uk with the specific details (the time and date of the journey) and we’ll investigate. If our database is incorrect, we’ll correct it. If you’re a policy-holder and it’s affected your driving score, we’ll removed any affected journeys.

Why does GPS (Location Services) stay on when not using the Drivology app on my iPhone (iOS 7 or later)?

The GPS (Location Services) remains on when the app is running in the background because this is how we monitor for autostarting the recording of a journey. This uses about 1% of the battery life every hour (the same as Apple’s location-based Reminders). Terminating the app from the background will disable autostart.

Why did my journey stop and start recording?

The app is set to autostop after 5 minutes of not driving. This means when you’re stuck in traffic the app may stop recording and then, if you’ve got autostart set, re-start recording when it detects you’re driving again.

Another reason this can happen is if the GPS signal isn’t strong enough.

See How to monitor a journey.

Why are two phones registered to the same policy on occasion showing different driving scores?

The Apps used on your insurance policy are synchronised at least twice a day. Therefore, there may be occasions throughout the day where each phone displays different scores.

Why am I being charged an additional premium, e.g. for changing my car, changing my address or adding a claim or conviction?

We charge an administration fee for making changes to policies, see our Terms of Business. There may be an additional premium – or return premium – based on any change in details which affect our underwriter’s view of the risk represented. Our insurance underwriters take into account past claims experience of different risks and uses this to determine the risk and likelihood of a claim. This may mean even a small change, which you might deem insignificant, (e.g. a slightly different car model, age of car or a different address) can result in a change premium.

Where should I place my phone to get the best GPS signal?

Our app uses the built-in GPS receiver in your phone to track movement of your vehicle through location and time. To do this successfully the phone needs clear line of sight of GPS satellites in the sky. The best option is to use an in-car cradle so your phone is secure and has a good line of sight to the sky.

Where can I find out more about my monthly instalments / Direct Debit?

We work with Premium Credit to provide you the option to pay my monthly instalments.
If you opted to pay by monthly instalments, you will be emailed login details for www.mypremiumcredit.com. Once you have access to this you will be able to settle any missed payments and update changes to your bank details.

When my car insurance premium is reviewed every 3 months, are new claims taken into account?

Our 3-monthly premium reviews are not affected by any claims you make during the policy year. If you have a claim in your current policy year, this won’t be considered until your renewal.

What’s the cost / charge for calling our 03300 phone number?

Calls cost no more than calls to geographic numbers (01 or 02) and must be included in inclusive minutes and discount schemes in the same way. Calls from landlines and mobiles are included in free call packages.

What photos do I need to provide when I take out a Drivology car insurance policy?

If you have any No Claims Discount, you can use our app to upload photo proof to help us validate the information you’ve given us. You may also be requested to provide proof of address. See How to upload your photos.

You can also provide this evidence by email to customerservice@drivology.co.uk or by post. If there’s any problem please call us. If you don’t provide us with your proof of No Claims Discount when requested, your No Claims Discount will be set to 0 years and an additional premium applied automatically as well as any fees see our Terms of Business.

What is GPS?

GPS stands for Global Positioning System. GPS is used for navigation. Our app uses the built-in GPS in your phone to track movement of your vehicle through location and time. To do this successfully the phone needs clear line of sight of GPS satellites in the sky.

What if I forget to stop monitoring a journey?

Our app will automatically stop recording after about 5 minutes of a journey ending or you being stationary. See How to monitor a journey.

What if I forget to press ‘stop’ at the end of my journey?

Whether or not you have the autostart option switched on (go to Settings in the app), the app will still automatically detect when you have stopped driving and stop recording. See How to monitor a journey.

What if I forget my username or password and am unable to login?

Our online area is where you are able to view your Drivology car insurance documents.
If you’re trying to log in to view your Drivology car insurance documents and you’ve forgotten your password, press ‘Forgot Password’. If you’ve forgotten both your username and password, press ‘Forgot Password’ then ‘Forgotten Username’.

What if I don’t use or forget to switch on the App?

Using the App to monitor driving is a condition of your insurance policy. Non-monitoring may lead to a fee being charged and your policy being cancelled. An autostart function is available to use. Please see our Autostart section for further details.

What if I disagree with my driving score or feedback?

Most of us think we’re probably pretty good drivers on the whole. So, getting a driving score or some feedback saying you’re not so good isn’t always easy to take in. Our view of whether we think you’re a safe driver is based on millions of miles of monitored driving data. The validity of the driving data has been tested extensively so we’re confident it’s representative and accurate. However, if after reflecting on how you’ve been driving, you disagree, please let us know by emailing us at customerservice@drivology.co.uk with specific details (e.g. the times & dates of any example journeys where you believe we may be incorrect) and we’ll investigate.

What happens when my policy needs to be renewed?

When your policy is due for renewal you don’t need to do anything, your policy will automatically renew unless you tell us not to. Your driving score will automatically be taken into account when your renewal price is calculated (which will be about 30 days before your renewal date). At least 21 days before the end of your policy you will receive notification of your renewal from us. If you have any changes to your policy or you’d prefer not to renew your policy with us, please contact us.

What happens if I lose, change or upgrade my phone?

If you’ve got a new phone you just need to download the App and re-­register your policy again. If you’ve got a policy with us and you’re going to be without your phone for any period, you need to let us know. Registering the App and using it to monitor driving is a condition of our insurance. Not registering the App will mean you will be charged a breach of terms fee and your policy will be cancelled. Non-­monitoring may also lead to a breach of terms fee being charged and your policy being cancelled. For all fees please see our Terms of Business.

What happens if I have an accident?

Please call to notify the claim as soon as possible. See Contact us for details.

If it is safe to do so, it will help if you upload photos of the incident using the App. Do this from the Claims & Breakdown menu option on the App.

Remember to take details of other parties involved including their insurance details.

We may use the journey recorded by the App at the time of the incident to help us validate your claim details.

What happens if I go on an extended holiday or I’m not driving for an extended period and I can’t monitor?

Just give us a call and let us know. You only need to do this if this is for more than 3 weeks.

What does policy voidance mean?

Voidance is where we cancel a policy with effect from the original policy start date as if the policy had never been in force. Voidance is used in circumstances such as undisclosed information coming to light which would have meant we would not have accepted the policy originally or there is suspicion of fraud.

What does my driving score mean and how is it calculated?

Your driving score reflects how safe a driver we think you are. It can range from 0 to 100. The higher the score, the safer a driver we think you are. We expect a safe driver to achieve a score of 70. We regard a driving score of over 90 as exceptional. The key things you can do to improve your driving score are to:

  • Always drive within the speed limit
  • Accelerate and brake smoothly and not aggressively
  • Take corners and bends at safe speeds

The calculation of your driving score takes into account other driving behaviour parameters too. You can see a full list of the driving behaviours we consider – and their definitions – by clicking “Your driving score” on our app. You can then consider these factors in the way you drive. If you take out a policy with us, we calculate the driving score we apply to your policy from when you register your policy to the app and your policy cover starts. See How it works.

What do I need to provide as proof of my No Claim Discount (NCD)?

You will need to send us proof of your renewal notice, or a letter on headed paper, from your previous insurer or broker showing your previous insurer’s name, previous insurer’s policy number, your name, policy expiry date and number of years NCD.

To provide us with proof, you can either send us a legible photo via our app (see How to upload your photos), by email to customerservice@drivology.co.uk or by post. If there’s any problem please call us.

Your NCD must have been earned in the UK and it must be free to use on this policy because NCD can only be applied to one car insurance policy at a time. The expiry date of the policy from which the discount is being claimed must be no more than three years ago with no other policy having been in force within the intervening period. NCD earned under a commercial vehicle policy is acceptable subject to written evidence of the claim free years earned. Gaps in insurance history greater than 3 months will require a valid explanation.

Subject to some conditions, you can apply NCD earned on Company Cars too. Please call us for more details.

The app is using up my data, how can I change this?

It depends on how much driving you do but on average it’s about 10MB per month (roughly the equivalent of downloading 3 songs). If you would prefer the app not to use your data allowance, you can change this by changing your settings to upload journeys when connected to Wifi only. Go to Settings on the App in order to change this.

Once I start recording my journeys, how will my personal data be used and who can see it?

We don’t give your driving information to the Police or to any civil authorities unless we have your permission, are required to do so by law (i.e. we’ve received a Court Order) or we suspect fraud. Apart from that, we only share your personal data with our partners that need to see it in order to service and administer your car insurance policy. See our Privacy Policy.

My GPS cut out on a journey, will this affect my policy?

This may happen from time to time but, don’t worry, monitoring will start again once the signal is picked back up. When we analyse your journey data we also take into account the accuracy of the GPS signal.

Is this a black box or telematics car insurance policy?

We use telematics data but we don’t use a black box (a device fitted to a car) to collect it. We use an app which works on your smartphone. You don’t need to have any devices fitted to your car.

Is my phone or smartphone compatible?

The best way to check to be sure is try it by downloading our app from either Google Play for Android phones or the iPhone app store. We support most Android phones and iPhones (iPhone 5 & iPhone 6) with iOS 8 (or above). We currently don’t support other types of phone such as BlackBerry or Windows phones.

I’ve recorded someone else’s journeys and they are affecting my score. What can I do regarding this?

If you have recorded a journey in another vehicle, this will be due to you having autostart selected on your App. You are able to switch this off in your ‘Settings’.

I work night shifts regularly, will this affect my price?

If you drive your car between 11pm and 5am, this will affect your price. Night time driving between 11pm and 5am is proven to be more dangerous than other times – especially on Friday and Saturday nights. This is by far not the most important driving behaviour we take into account though.

I use more than one phone. Should I download the app on each phone?

You can but you’ll likely have one main phone you always tend to carry. We recommend you download and use the app on this phone only.

How will my personal data be used and who can see it?

We don’t give your driving information to the Police or to any civil authorities unless we have your permission, we are required to do so by law (i.e. we’ve received a Court Order) or we suspect fraud. Apart from that, we only share your personal data with our partners that need to see it in order to service and administer your car insurance policy. See our Privacy Policy.

How soon will I receive any refund due after cancellation?

It might take up to 21 days. This is partly to allow for the possibility of third party claims being notified (which might mean the amount being refunded is affected) and also depends on your payment method.

How often is my driving score recalculated and updated on my app?

Calculating your driving score takes a large amount of computer processing because of the huge amount of journey data we analyse. Therefore we calculate your driving score twice a day. Your latest and most up-to-date driving score is updated and shown on your phone after each journey is sent to us and analysed.

How often does the app send data?

When recording of your journey stops, the app will try and send your journey data to us via your mobile data network. The app will continue to retry until you have mobile data coverage. You can change this setting so, rather than sending the data to us over your phone provider’s data network, the app will only do this when you’re next connected to wifi (go to Settings in the app).

How much phone battery does the app use?

Using the app uses more battery than if your phone is on standby because it’s using your phone’s GPS receiver. If you’re going on a long journey, we recommend you use an in-car charger. If your phone battery runs out whilst you’re driving, only part of your journey will be recorded. If you’re using autostart, to save your phone’s battery, you can select the option to switch off autostart when connected to wifi. You can also turn off your phone’s backlight to save more battery.

How much does the app cost?

Our app is free to download. You can download our app from either Google Play or the iPhone app store. Doing this will also check whether our app is compatible with your phone. See Try our app.

How much data will the app use to upload journey data?

Not very much. It depends on how much driving you do but on average it’s about 10MB per month (roughly the equivalent of downloading 3 songs). Monthly data allowances vary by package but typically start from 150MB per month. You can change this so, rather than sending over your phone provider’s data network, the app will only do this when you’re next connected to wifi (go to Settings in the app).

How likely is it my car insurance premium could change / vary?

Every 3 months your premium could go up, go down or stay the same. This depends on your driving score. For more information see How it works and Compare your driving score.

We don’t want you to be surprised so we email you with forecasts of what your premium change could be (we call these Driving Statements) – the first one after 4 weeks of being on cover and the second one after 7 weeks of being on cover. This gives you the chance to review the way you drive so you can affect your driving score. Then, 3 weeks before any premium change will be applied we email you with details of any actual premium change (we call this a Quarterly Statement).

You can cancel at any time. Once you’ve been insured with us for 2 months, there’s no cancellation charge for doing this and, subject to a few conditions, we’ll give you a pro-rata refund. See our Terms of Business.

How is my driving score used?

Your driving score reflects how safe a driver we think you are. It can range from 0 to 100. The higher the score, the safer a driver we think you are. When you take out a policy with us and we calculate your car insurance premium, as well as taking into account all the traditional factors (such as how old you are, where you live, your claims history), we also take into account your driving score – which is our view of how safe a driver we think you are. See How it works.

For more information about how your premium can vary see Compare your driving score.

How is my driving score affected if I have to brake hard for an emergency?

Your driving score will only be affected if you brake hard frequently. You can reduce the need for late and hard braking by looking ahead and anticipating the situation. In potentially dangerous situations, you must always use your personal judgement and common sense over any information received from us or the app.

How does the app work?

The app uses GPS (Global Positioning System) on your smartphone to record your driving behaviour, which includes how, where and when you drive your car. After each journey, your driving data is sent to us, we analyse it and give you feedback on your driving. We’ll also give you a driving score. This driving score acts as an additional factor in calculating your car insurance premium. The higher the driving score, the safer a driver we think you are and the higher the discount you could receive. See How it works.

How does the app know if there are variable speed limits or there are temporary speed limits?

Although we keep our speed limit database up to date, we don’t know about temporary reductions in speed limits due to variable speed limits and road works. We use the maximum speed limit for those roads. However, we know safe drivers don’t suddenly become unsafe drivers. Safe drivers observe temporary speed limits and take into account the driving conditions at the time.

How does autostart work?

Autostart detects when you’re travelling and automatically starts monitoring your journeys. It can take up to 5 minutes of your journey to kick in.

On iPhones, you need the iOS 6 (or above) operating system to be installed and, although not essential, it works best if your iPhone is plugged in and charging when you’re driving. At first you will need to manually start a few journeys after opening our app because your iPhone needs to learn from your driving when to start recording automatically.

How do you know if I’m using the app to monitor my driving?

To help us validate the information you’ve given us, we check various things using the monitored driving recorded by the app.  For example, how often the app is used to monitor driving, how many miles are monitored (particularly in respect of the estimated annual mileage you gave us when you bought the policy), the location the app is activated/deactivated compared with where you told us you keep the car.

How do I switch on or off autostart?

Go to ‘Settings’ from the main menu of the app and you will see the option for autostart. Switching off autostart will mean you’ll need to remember to record each journey by pressing “Start journey”. The app will still detect when you have stopped driving and automatically stop recording.

How do I register my app to my policy?

You do this from the main menu screen of the app under ‘Register policy’. You’ll need your policy number and your car registration number. Any problems, give us a call and we’ll check all’s okay.

See How to register your policy on the app.

How do I record / monitor a journey?

See How to monitor a journey.

How do I make payment for a missed monthly instalment or Direct Debit payment?

Online: If you’ve registered for www.mypremiumcredit.com and your credit agreement is still in place, you can settle missed payments online.

By phone: Call us to make payment by credit or debit card.

Please note, Premium Credit charge a £20 fee for a missed monthly instalment.

How do I make a complaint?

You can make a complaint in a variety of ways.

Call our Customer Service team on 03300 248 306, or write to:

Quality Manager
Drivology Limited
The Connect Centre
Kingston Crescent
Portsmouth
PO2 8QL

complaints@drivology.co.uk

See our Policy Wording or alternatively you can use the Online Dispute Resolution Platform (ODR).

How do I download the app?

You can download our app from either Google Play f(Android phones) or the iPhone app store (Apple phones). This will ensure that our app is compatible with your phone. The App support most Android phones and iPhones (iPhone 4, iPhone 5 & iPhone 6) with iOS 6 (or above). The App does not currently support other types of phone such as BlackBerry or Windows phones.

See Try our app.

How do I de-register or remove a phone registered to my policy via the app?

You can do this by going to ’Your policy’ on the app. On iPhones, slide the registered phone name to the left and remove it. On Android phones, press the registered phone name and remove it.

How can I get the highest driving score?

Your driving score reflects how safe a driver we think you are. It can range from 0 to 100. The higher the score, the safer a driver we think you are. A safe driver would be expected to achieve a score of 70. We regard a driving score of over 90 as exceptional. We provide feedback to you for each individual journey you complete. You can select the journey you wish to review on your App, and this will display the relevant feedback.

You can see a full list of the driving behaviours we consider and their definitions by clicking “Your driving score” on the app. You can then consider these factors in the way you drive. For further information please see ‘Improving your driving score’.

How are achievements calculated?

Each achievement has a level. The achievement percentage figure represents the number of levels you’ve reached out of the total number of achievement levels available.

How accurate is GPS?

GPS, or Global Positioning System, accuracy is directly related to the quality of the GPS signal being picked up. One major factor is the quality of the GPS receiver in your phone. As a rule of thumb, the newer and more expensive your phone, the better the GPS signal is likely to be. You can consult your device’s documentation to find out how good its GPS is. Another major factor is making sure your phone has clear line of sight of GPS satellites in the sky. When we consider the GPS data collected about your journeys, we also take into account the quality of the GPS signal received and only take into account data in which we can be confident is sufficiently accurate. Sometimes you might get journey feedback saying your GPS signal wasn’t strong. On average, we’d expect to achieve successful monitoring of 80% of journeys.

For what purpose can I use Drivology Facebook and Twitter?

Facebook and Twitter are perfect for general feedback and questions. They are monitored in line with our opening hours (although we’ll try and respond outside of those hours when possible). However, to protect our policy-holders, we cannot accept policy-specific queries or instructions because we can’t verify 100% it’s genuinely a policy-holder messaging us and not somebody else.

Do you give my information to the Police, e.g. if I’m speeding or have an accident?

We don’t give your driving information to the Police or to any civil authorities unless we have your permission, we are required to do so by law (i.e. we’ve received a Court Order) or we suspect fraud. Apart from that, we only share your personal data with our partners that need to see it in order to service and administer your car insurance policy. See our Privacy Policy.

Do my achievements count towards my driving score?

No. Our achievements are purely there to encourage good driving and to give you extra feedback to let you know how well you are doing.

Do I need to use the app to monitor when driving outside the UK or abroad?

No. We have reliable road speed limit information for England, Wales and Scotland. We don’t for other countries nor do we have for Northern Ireland, Channel Islands or Isle of Man. Please switch off the autostart setting when not driving in England, Wales or Scotland.

Do I need to do anything to the app when driving?

No. You do not need to look at or touch the app whilst driving. Autostart will take care of switching on and off monitoring automatically. If you’ve switched off autostart, always press “Start journey” before starting your journey.

Do I need a mobile phone signal?

No. Your journey will still be recorded even when you have no mobile phone signal. Our app uses your phone’s built-in GPS receiver. Your mobile phone signal is different to GPS.

Do I get a courtesy car with my policy?

A courtesy car is only provided whilst we are repairing your vehicle. If your vehicle is stolen or has been written off then this does not entitle you to a courtesy vehicle, due to it not being repairable. If you have any further questions in relation to a courtesy car, you will need to contact the Claims department which can be found by following this link www.drivology.co.uk/contact/

Do all insured drivers need to download and monitor using the app?

Yes. All drivers named on your insurance policy must download the app, register it using your policy details and use it to monitor their driving when driving the insured car.

Could my car insurance premium go up as well as go down (and when will I know)?

Yes. Your premium could go up, go down or stay the same. This depends on your driving score. For more information see Compare your driving score.

We don’t want you to be surprised so we email you with estimates of what your premium change could be (we call these Driving Statements). This gives you the chance to review the way you drive and therefore affect your driving score. Then, 3 weeks before any premium change will be applied we email you with details of any actual premium change (we call this a Quarterly Statement). See How it works.

Can I use my iPad or tablet?

The app has been designed for use on smartphone handsets only. You can check whether our app is compatible with your phone by downloading it from Google Play or the iPhone app store.

Can I try the app before I buy / take out a Drivology car insurance policy?

Yes. You can download and try the app to see whether the car insurance we can arrange might be right for you. See Try our app.

Can I remove a journey?

No. We don’t have this feature on the app. However, we realise there may be instances where you’ve accidentally recorded a journey. If this continues to be a problem because you’re often a passenger in another person’s insured car, please disable autostart (go to Settings on the apps) and instead manually monitor journeys when you’re driving your insured car. The autostart function should be disabled for infrequent drivers also.

Can I cancel my policy and what’s the charge?

You can cancel your policy at any time. All our cancellation fees are listed in our Terms of Business.

Am I still insured if the App isn’t registered to my policy?

Yes. However, registering the App to your policy is a condition of our insurance. If you do not do this, you will be charged a breach of terms fee and your policy will be cancelled. See our Terms of Business

Am I still insured if the App isn’t switched on or the App isn’t monitoring?

Yes. However, it’s a condition of the policy that all driving of the insured car is monitored using the App. Non-monitoring may lead to a breach of terms fee being charged and your policy being cancelled. See our Terms of Business
If you feel you would not remember to monitor your driving each time you make a journey, you can apply the autostart function on the App. If you go to ‘Settings’ you will be able to switch on autostart. This will automatically start/stop monitoring your driving on each journey and will recognise when you are in a vehicle. Please note that if you are a passenger in someone else’s vehicle, you will need to turn autostart off in order to make sure it doesn’t affect your score.

What if the app says I’m a bad driver?

Most of us think we’re probably pretty good drivers on the whole. So, getting a driving score or some feedback saying you’re not so good isn’t always easy to take in. Our view of whether we think you’re a safe driver is based on millions of miles of monitored driving data. The validity of the driving data has been tested extensively so we’re confident it’s representative and accurate. However, if you disagree, please let us know by emailing us at customerservice@drivology.co.uk with specific details of your journey so that we can investigate this for you.

My driving score has been recorded abroad, will this affect my score?

We have reliable road speed limit information for England, Wales and Scotland. We don’t for other countries nor do we have for Northern Ireland, Channel Islands or Isle of Man. Please switch off the autostart setting when not driving in England, Wales or Scotland. If a journey has recorded abroad, please email customerservice@drivology.co.uk immediately so that we can locate and remove the journey. Please provide what country you were in at the time, and journey dates. The more information we have, the sooner we can remove this journey and provide you with an accurate driving score.

Where can I find my up to date driving score?

We calculate your driving score twice a day. Your latest and most up-to-date driving score is updated and shown on your phone after each journey is sent to us and analysed.

I have lost/upgraded my phone- what do I do now?

If you’ve got a new phone please download the App and re-register your policy again.
If you’ve got a policy with us and you’re going to be without your phone for any period, you need to let us know. Registering the App and using it to monitor driving is a condition of your insurance policy. Not registering the App will mean you will be charged a fee. See our Terms of Business.

How can I improve my driving score?

If you would like general information on how to improve your driving score please follow this link http://www.drivology.co.uk/improve/

Useful contact numbers

Please note, when calling our 03300 telephone number, calls cost no more than calls to geographic numbers (01 or 02) and are included in inclusive minutes and discount schemes in the same way. Calls from landlines and mobiles are included in free call packages.

Please follow this link for relevant telephone numbers: www.drivology.co.uk/contact/