FAQ's

How do I contact you?

From phone to email to post, there are numerous ways to get in touch. Please click here for a full list of ways to contact us.

Who do I call if I have Home-Start / Stable-Start cover with my Horsebox Breakdown cover and I need to use it?

Provided you have purchased valid Horsebox Breakdown cover including Home-Start / Stable-Start with your insurance policy (please check your documents) and your Horsebox fails to start at your home address or at your stable / livery yard (provided recorded as the overnight parking location), you will need to call your breakdown provider 'Equity Red Star' on 0800 243 783 (clickable link for mobile) or 01277 720718 (clickable link for mobile) and provide the policyholder's name and Horsebox registration number.

Who do I call in the event I breakdown in my Horsebox away from home?

Provided you have purchased valid Horsebox Breakdown cover with your insurance policy (please check your documents) and your horsebox breaks down away from home, you will need to call your breakdown provider 'Equity Red Star' on 0800 243 783 (clickable link for mobile) or 01277 720718 (clickable link for mobile) and provide the policyholder's name and Horsebox registration number.

What do I do if I haven’t received my documents?

Your documents will be on our online portal, unless you requested them by post or email. Please visit our document portal to get your documents.

If you have requested to receive your documents via email, then you should receive them within 48hrs. If you have requested to receive your documents in the post, then you should receive them within 7 working days. You can click here to request duplicates be issued.

How can I confirm that my Horsebox is insured if I haven’t received my documents?

We will endeavour to ensure that the Motor Insurance Database is updated within 14 days of your policy being incepted. You can check this by going online to CheckMID.com. Please ensure that the Registration Number is correct when you receive your documents as this can delay the process if it needs to be amended.

How can I send outstanding documents to you?

You will need to send us any outstanding documents required within the timescales set out in our letter. These outstanding documents can be be uploaded to the Equesure 'document portal' (Hyperlink doc portal url), or you can email the documents to us putting your broker reference number or policy number in the subject line and sending your email to documents@equesure.co.uk alternatively if you would like to post your documents to us you can find our address in the 'contact us' section of our website (hyperlink to 'contact us' section)

Does my Horsebox policy allow me to drive other people’s Horseboxes or Cars?

Policies arranged by Equesure Insurance Services do NOT cover driving of other peoples vehicles which is standard with this type of insurance policy.

If unsure, please contact our Customer Service Team, details of how to contact us can be found by clicking here.

How do I submit proof of my No Claims Bonus?

The quickest way to submit your No Claims bonus proof or request that we verbally confirm this with your previous insurer is by clicking here and filling out the online form or by calling Equesure on 01480 220089 (clickable link for mobile) during our normal opening hours.

How do I request my proof of No Claims Bonus?

If you have recently cancelled your policy or received a renewal notice, your No Claims Bonus entitlement will be displayed on either the renewal invitation or on a letter attached to your cancellation letter.  Alternatively, you can click here and complete the online form or call us on 01480 220089 (clickable link for mobile) during our normal opening hours. We will be unable to issue any Proof of Bonus until your existing policy has expired.

Why have you requested proof of my address? What documents will you accept as proof of my current address?

By requesting additional documents from you, our Insurers are assessing the overall risk (policy) in greater detail which enables them to offer you lower prices based on your specific personal details. Click here to view what documents are acceptable & also to upload any requested documents.

How will I know if you have received all of my documents?

If you are a client who receives correspondence via e-mail, you should receive an email when all outstanding documents have been processed & are deemed acceptable. If you have opted to receive your documents via post, we will send a letter by this method as soon as all documents outstanding have been received which should arrive within 7 working days.

Direct Debit - Who do I pay? Will I get an agreement from the finance Provider? Do I pay interest on my Direct Debits?

If you have opted to pay by instalments, your finance will be offered and provided by Close Brothers Limited trading as Close Brothers Premium Finance. You should receive a Welcome Pack no later than 7 days after the start date of your policy, either by email or post (depending on your document preference), which will provide detailed instructions of anything they require to complete your credit agreement and detail the interest level. If you haven’t received your Welcome Pack by email or post within this timescale, please contact them directly on 03333 218567. (clickable link for mobile)

Will I be charged if I default on my monthly direct debit?

If you default to pay on you monthly direct debit payment, you will be charged a default fee of £25.00 which will be collected with the missed payment. If Close Brothers are unable to collect a payment, they may cancel your agreement. You could incur a cancellation fee of £15.00 and you will be liable for all sums owing and any other charges.

Can I make changes to my existing policy? What happens if the change cannot be made?

We may be able to perform various amendments to your policy, for example changing the vehicle on cover, updating your address, or adding additional drivers. Please note that many of our policies are specialist policies that will only cover similar risks to that which you have insured. For example, many of our Horsebox policies will only cater for like-for-like vehicles, such as another type of Horsebox. If we are unable to amend your existing policy, we will look at all other options available to you, including the option to cancel and replace with a new insurer, who will accommodate your needs.

Will I be charged to amend my policy?

All mid-term changes will incur an Administration fee of up to £35.00 and we will be unable to proceed with any amendment without payment.

How do I cancel?

You can email us at contactus@Equesure.co.uk (hyperlink to new email) providing your name, reference number or postcode and advising us when you want the policy cancelled from (we can only accept instruction to cancel via email if the email is sent from the email address we hold on file) alternatively click here for other ways to contact us to discuss your cancellation.

Cancellation - What kind of charges can I expect?

Insurers vary in what charges they apply when cancelling a policy: We have those that offer 'short-period' where a percentage of the premium is retained based on the number of months cover you have had, and policies calculated on a 'pro-rata' (daily) basis. The cancellation terms offered can be viewed in your policy booklet or IPID, which forms part of your New Business pack.  Please note that any insurer charges will be in addition to our policy Arrangement & Cancellation fees Equesure apply (details of which can be found in your Terms of Business Agreement) and you will also find details of what happens to any non-refundable add-ons purchased dependent on when the policy cancelled.

Do you charge a cancellation fee to cancel a policy?

All cancellations processed within the 14 day cooling off period will be subject to a £20 cancellation fee.
All cancellations processed outside the 14 day cooling off period will be subject to a £50 cancellation fee.

What do I do if I can't afford to pay an outstanding balance after cancelling?

If you are unable to make any payment towards the policy, you will need to call our Customer Team on 01480 220089 (clickable link for mobile) within 7 days of the policy being cancelled and we can discuss what payment options are available.

Do I need to let you know if I DON'T want to renew my policy?

If you paid in full last year you DO NOT need contact us if you wish you renewal / policy to lapse, however
if you have had a cheaper price elsewhere or are thinking of leaving Equesure, please call our Renewals Team during our normal opening hours on 01480 220089 (clickable link for mobile) as we would like to be able to review your quotation and see if we can do any better. Sometimes, over the course of a year, your needs can change, and any changes could result in more discount being available.

If you are paying by Direct Debit your policy WILL automatically renew, and you will need to let us know prior to the renewal date if you wish to lapse the policy. This can be done by emailing us at contactus@Equesure.co.uk (hyperlink to new email) ensuring us you provide your name, reference number or home postcode and advising how you would like to proceed (we can only take email instruction to lapse a policy from the email address on your file), alternatively to discuss your renewal call our Renewals Team on 01480 220089 (clickable link for mobile) during our normal opening hours. If you do not contact us, the policy WILL automatically renew and if you then opt to cancel, any charges applicable will apply.

Are Equesure an insurance company?

Equesure Insurance Services is an insurance intermediary - a trading name of Insurance Factory Ltd.  What this means is that we act like a broker for a panel of insurers, but we have delegated authority to issue documents & act on their behalf to administer and adjust policies. Please refer to our Terms of Business Agreement for more details.

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