<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=1768697060086158&amp;ev=PageView&amp;noscript=1">

Frequently Asked Questions

Joining Wagonex


How do I become a member of Wagonex?

To become a member of Wagonex, click here and create an account or securely use your existing Facebook or Google details.

What information do I need to get a car with Wagonex?

To get a car with Wagonex you will need to provide your national insurance number and a UK driving licence with no more than nine points

How long does it take to get a car with Wagonex?

Thanks to our dedicated automated system, the entire process will take two business days. Once the necessary documents have been filled out, we will then agree a delivery date.

Is it essential to have a UK driving licence or can I have an international or home country licence?

If the country your licence was granted in has a reciprocal relationship with the UK, then you may be eligible to subscribe to a Wagonex vehicle. Please contact us at help@wagonex.com to double check your specific circumstances.

What is the minimum age to use your service?

The minimum age to use Wagonex is governed by the provision of insurance.

Do you accept people with points and claims?

We can accept people with a maximum of nine penalty points, your insurance provision may govern which cars you are eligible for.

What checks do you carry out?

When you are requesting a car through Wagonex, we will carry out an ID check and a document check. We will also check your driving licence with the DVLA and carry out a credit check.

 

Billing


Is a deposit required?

With Wagonex, there is no deposit required! However, in some extreme cases this may be needed following extreme circumstances.

When will I be charged my monthly fee?

Your first payment will be charged on the day you agree your contract. Your second payment will occur one calendar month after the delivery/pick up date of the vehicle, and this will become your contract renewal date.

What is the cancellation policy?

If you are on a rolling monthly plan, and would like to return your vehicle before the start of the next month, just let us know a week before your contract renewal date. If you are on a long-term plan, we will be in touch in your penultimate month to discuss your options.

 

Insurance

All Wagonex vehicles include a Private Car Insurance Policy for you and any named driver.

 

Insurance Policy


What is covered by my insurance policy?

Your insurance coverage can be found in Sections 1 to 10 of the Wagonex Private Car Insurance Policy Document found here

How long is my quote valid for?

Your quote will be valid for 30 days.

Does my policy cover me in other cars?

No, cover is only provided for the car described in your Certificate of Motor Insurance.

Am I covered by an accident caused by snow or ice?

Accidents caused by snow or ice will be covered if you have a comprehensive motor insurance policy. However, the costs of breakdowns or cars that fail to start may not normally covered.


Can I temporarily add another driver to my car insurance?

It is possible to add a driver to your car insurance. Just fill in our online form and we'll deal with your request. Alternatively, you can speak to someone using web-chat, or give us a call on 020 3002 0976. Depending on the details you provide, the charge and coverage may vary depending on your insurance. You will need to have the following information to hand for the new driver: full name, DOB, occupation, type of licence held, details of convictions, details of claims, details of medical conditions that must be disclosed to DVLA.

Do you insure disabled drivers?

We offer insurance to disabled drivers in accordance with their licence, which may restrict certain vehicles.

Can I change the main driver on my policy into my spouse's name?

Yes, you may change the main driver into your spouse's name provided you live at the same address. Please call us on 020 3002 0976 and one of our customer service operators will be happy to help you.

The charge, and whether insurers will provide cover for the driver, will be dependent on the details you provide. Alternatively, you can speak to someone using our web-chat, or give us a call on 020 3002 0976. Please have the details ready at hand when getting in touch.

Cover will be subject to their details and insurers agreeing to cover them and at what premium.

Can I get a copy of my insurance certificate?

Yes, drop us an email at help@wagonex.com and we will send a copy to you.


If I have a foreign licence, how do I get a quote from you?

If you have a foreign licence you can obtain a quote by calling us on 020 3002 0976. Our automated system is only designed to give quotations for drivers with a UK licence.

Can I add a courtesy car temporarily to my policy?

We usually would not cover courtesy or hire cars, unless the supplier of the car is unable to offer you cover due to a factor that meets our conditions, for example the number of points on your licence.

Do you supply car insurance cover in Northern Ireland?

Yes, we do supply car insurance cover in Northern Ireland.

Am I covered to drive in Europe?

Please see Section 10 of the Policy Document to ensure coverage.

Are my spouse and I covered for business use?

When your policy is purchased through our website, business cover is included automatically for you and your spouse, or partner if you have had a civil partnership ceremony and live at the same address, unless either of you hold one of the following occupations:

  • Motor Trade
  • Retired
  • Housewife/Househusband
  • Student
  • Unemployed
  • Chauffeur working on a hire and reward basis
  • Courier/Driver working on a hire and reward basis and/or delivering goods that they or their employer do not own
In these cases the vehicle may only be used for Social, Domestic and Pleasure (SDP) purposes.


In addition we cannot offer insurance where the vehicle is taken Airside (near to aircraft), or is used for paid driving tuition, or where the policy holder or their spouse/partner is a foreign diplomat with immunity. For all other occupations the vehicle may be used in connection with your business or those of your spouse, partner or civil partner (not business partner).

If you require additional drivers to have business use or are uncertain about the type of use you require, please call us. If you are an existing customer, your policy documents will confirm which cover applies to the policy. If you are in doubt about any of the above please contact us on 0203 002 0976. Please note: business cover is required where your occupation requires you or your spouse/partner to travel to more than one permanent place of work. You will need business cover if you or your spouse/partner has more than one occupation.

Can I add a temporary additional vehicle to my policy?

No, this is unavailable under a policy purchased through the Wagonex website.

Do you cover taxi and private hire?

No, this is unavailable under a policy purchased through the Wagonex website.

Can I add another driver or insure someone else to drive my car?

Yes, you can add a permanent additional driver onto your vehicle for the duration of your policy. The charge, and whether insurers will provide cover for the driver, will be dependent on the details you provide. Alternatively, you can speak to someone using our web-chat, or give us a call on 020 3002 0976. Please have the details at hand when you call.

Can I use my own insurance?

It is possible to use your own insurance with a Wagonex vehicle, however this is subject to a written request being sent to mailto:help@wagonex.com

 

Quotes

 

Please contact our team directly at help@wagonex.com or 020 3002 0976

We consider your driving history when giving you a quote, so we do need to know your licence history. If you have any motoring convictions, endorsements, fixed penalties, bans, or points acquired the last 5 years, this affects the risk, which may have an impact on your premium and whether insurers are prepared to offer insurance.

 

Claim Process

 

As every claim is different we are unable to give a definitive timeframe for the length of a claim. However we promise to process your claim as quickly as we can and to cause you as little disruption as possible.

 

No Claim Discount

 

What is No Claim Discount (NCD) or No Claims Bonus

They are both the same. However, as a company we use the term 'No Claim Discount' (NCD). This is the term used to describe the discount insurance companies give policyholders when they have not made a claim or have not had a claim made against them. This is usually expressed in years.

What is the Wagonex No Claim Discount protection (NCDP)?

If you have a minimum of 4 years No Claim Discount, with no more than one fault claim within the past three years for all drivers combined, then you will be eligible to purchase No Claim Discount Protection. Having No Claim Discount Protection means that your No Claim Discount (NCD) will not be affected by:

  • One claim made during the current period of cover, or by
  • Two claims arising in the three preceding years of insurance.
  • You will cease to be eligible for the benefit if claims exceed the above number. However your premium may still increase following a claim.


Can I protect my No Claim Discount (NCD)?

If you have a minimum of 4 years no claim discount, with no more than one fault claim within the past three years for all drivers combined, then you will be eligible to purchase No Claim Discount Protection. Having No Claim Discount Protection means that your No Claim Discount (NCD) will not be affected by:

  • One claim made during the current period of cover, or by
  • Two claims arising in the three preceding years of insurance.
You will cease to be eligible for the benefit if claims exceed the above number. However your premium may still increase following a claim
 

What email address do I send my No Claim Discount (NCD) to?

You can email your NCD to:
insurance@wagonex.com
Please include your name and policy number in the subject line


Do you accept No Claim Discount (NCD) from a company car policy?

Proof of NCD from a previous company car policy is acceptable provided that:
 
  • The policy holder is older than 25.
  • The company car has been surrendered within the past 12 months.
  • The policy holder was the main user of the company car and is the main user under this new policy.
  • The company car was not a pool car. The policy holder enjoyed sole use of the company car (spouse, partner, civil partner are acceptable).
  • The company car was used for SDP (Social, Domestic and Pleasure) purposes as well as for business.
  • Up to date proof of claim free driving (equivalent to the number of years discount requested) can be provided.
  • The easiest way to provide proof of your company car no claims discount is to upload a copy of your document.
     
Confirmation must be provided on letter headed paper from the policy holder's employer, broker, or fleet insurer.

We accept consecutive proof of company car NCD from 2 different companies provided that the gap in cover between the 2 companies is no more than 3 months. Introductory discounts will only be considered if you have not held a private car insurance policy since surrendering your company car.

 

Repairs and bodywork

Yes, each repair is carried out in accordance with recognised industry standards and guaranteed for at least 5 years. All parts are approved by vehicle manufacturers.

Yes you can, although if you use one of our recommended garages then all parts and repairs will be guaranteed for 5 years.

According to Autoglass, the windscreen provides 30% of a car’s structural strength. As a lot of force goes through it, particularly over our notoriously rough roads, a chip can develop into a crack at any point. While chips can be repaired, cracks can’t. So it’s potentially a lot cheaper to have windscreen damage assessed and fixed promptly before it deteriorates.

No matter how small a chip in a windscreen is - it needs repairing. This is because any imperfection is a weakness in the windscreen’s surface. If you have a chip, you can arrange a repair with our windscreen partners Autoglass without affecting your NCD. Full details can be found in your policy booklet.

To repair a chipped windscreen, the technician cleans the area then fills it with a clear resin that has a similar optical property to glass. This enables you to see through it, prevents dirt or moisture getting in, and stops vibrations affecting it - all of which can cause the screen to crack.

Claiming a windscreen repair won’t affect your NCD.

Cars


What is the minimum period I can keep a Wagonex car?

The minimum subscription length that we offer is 1 month.

Are all the cars brand new when I receive them?

All our cars are brand new or nearly new.

How do I switch cars?

If you are on our rolling monthly plan then the minimum required period to keep each vehicle is one month. Please give us at least one week's notice before the contract renewal date if you would like to switch vehicles for the following month.

If you are on the 6 month plan we will be in touch in the fifth month to discuss the options for your next car.

Do you have other cars available?

If you know which car you would like next, but don’t see it on our platform, then please get in touch and let us know. We love hearing from our customers!

Can I get a parking permit for a Wagonex car?

Yes! When you have a car through Wagonex you will have an accompanying contract which will show that you are the beneficial owner of the car. This will allow you to obtain the relevant resident parking permit.

Which cars can I drive if I only have a licence for automatic cars?

You are only allowed to drive an automatic car with an automatic driving licence.

Is there a mileage limit?

Our typical mileage limit is 25,000 miles per annum, however this can vary. Please contact us for more information regarding certain cars if you are unable to see the specific mileage limit. Your car’s mileage allowance will be outlined to you before you receive your car.

What happens to the vehicle at the end of my subscription or when I am switching to a new car?

You can choose to drop the vehicle off at a designated drop-off point, or we can arrange for it to be picked up, and we’ll drop off your new car at the same time.

 

Additional Benefits

 

Yes! Roadside assistance is included with every vehicle and is part of your monthly price.

Yes. When you know your dates of travel then get in touch with us and we can provide you with the relevant documents. Additional admin charges may apply.

 

Your Responsibilities

 

You are responsible for all PCNs (parking and speeding fines etc.) while you are under contract and using our vehicles.

No, you may not smoke in the vehicle or allow any other passenger to smoke in the vehicle.

No, you may not transport pets in the vehicle.

Additional mileage fee: £0.25+VAT per mile (however this can vary vehicle to vehicle and will be outlined to you before you take your vehicle)
Ignition key replacement: This depends on the make and model of the car
European travel admin charge: £35
Fuel charges (if returned with less fuel): £2.00+VAT per litre

 

 

Partners

 

We are always looking to partner with forward thinking car dealers who are as passionate as we are in our mission of providing Cars-as-a-Service. If you are interested in working with us, send us an email at help@wagonex.com and we will set up a phone call to explain the next steps in detail.

 

Your car, your terms.

Get in