Frequently Asked Questions
We understand you might have some questions relating to your Council Insurance. That’s why we have answered the most frequently asked questions (FAQ) below to help you along the way. If you still cannot find what you are looking for, please contact us directly.
General enquiries
You can contact our Clear Councils Insurance team on 0330 013 0036 or get in touch via our contact us page.
Monday to Thursday – 9AM to 5:15PM
Friday – 9AM to 5PM
*Subject to bank holidays
Please click here to send a reminder to yourself via email. Alternatively, you can click ‘Forgotten your password?’ on the Login page.
Our documents are designed to be delivered by PDF, however if you wish to receive your documents by post then please let a member of our team know by emailing councils@thecleargroup.com or call us on 0330 013 0036.
About your insurance policy
As long as the total value of your assets is within your policy amount then there is no need to contact us. If, however, you need to increase your limits then please contact us on 0330 013 0036 and we will be happy to make the required changes to your policy.
There is no obligation to take cover for more than 12 months, but a 3-year deal entitles you to a reduction in premium.
Subject to claims, your insurer will not increase the premium rate during the period other than to apply index-linking of the sums insured, adjustments requested by you or an increase to Insurance Premium Tax (an example of adjustment requested could be increasing the sum insured of a building).
Any area of land which you own or are responsible for the maintenance of would be covered within the limitations of this policy. If you feel that the area of land would pose a higher risk, then please call us on 0330 013 0036.
We can confirm that your insurer, Aviva, will cover the Council if you are solely responsible for the maintenance and upkeep of the allotments.
If you need to amend your cover limits, simply notify us as soon as possible.
Mid-term changes to the policy can be made instantly, but in some cases an additional premium may be due.
Please do let us know straight away if you change your correspondence address or other contact details, and of course if you acquire any buildings or other significant property, at any time. If circumstances have changed in any other way, and you are unsure as to whether or not this might affect your insurance coverage, please get in touch and we’ll provide you with our best advice.
Aviva only need to be notified of events where there are likely to be more than 1000 people in attendance at any one time. Please notify details of the event to us by phone on 0330 013 0036 or by email: councils@thecleargroup.com
Download our Community Events Risk Assessment template
About the quote process
If you choose to purchase your policy with us, we will keep the information needed to log-into the customer portal area.
We do not store any payment details. We share information with our third-party finance providers for the purposes of payment only.
Further information can be found in our privacy policy.
If you want to subscribe to our marketing communications, you will be asked this as part of registering.
If you do not want to be placed on the marketing list, simply tick the box to say you do not want to. If you do subscribe and change your mind later, simply click on the ‘unsubscribe’ link on the email containing our marketing communication.
We do not pass on your email address to third parties.
Further information can be found in our privacy policy.
Paying for your policy
Simply confirm over the phone or via email that you are happy to go ahead and then tell us how you would like to pay. Once payment has been made, we will send your confirmed insurance documents to you. You can also find these online in the customer portal area.
We accept the following methods of payment:
- BACS Payments
- Cheque
- Credit & Debit Cards
If your payment was successful, you will receive an email with your insurance documentation attached. In the event you have not received confirmation by email, please firstly check your ‘junk mail’, otherwise call us on 0330 013 0036.
Managing your policy
Simply log in to the customer portal area. You can find this in the top right of the website screen or click here to be directed to the page.
Once you have logged on to the customer portal area, select ‘Details’ of the policy you wish to view.
Send an email to councils@thecleargroup.com or call us on 0330 013 0036 and we will update these for you.
Renewing your policy
We will alert you at least four weeks before your renewal date to start the process.
You can view your renewal date in the ‘Details’ section of the customer portal area.
We do require settlement by the renewal date but we understand that this is not always possible for Local Councils to adhere to. Therefore, we can hold cover for you subject to you providing us with your renewal instructions prior to your renewal date and us receiving the payment in full within 21 days of renewal. You can provide instructions by phone or email.
Cancelling your policy
Refunds will usually be made within 90 days of the cancellation. Depending on your method of payment to us, we will process refunds either directly to your credit/debit card, or bank account, or by cheque.
Making a claim
Claims are best notified directly to the relevant Aviva claims team. Please visit our Make A Claim page for information on who to call and the details you need at hand.
If you have any questions or need assistance with your claim please call us on 0330 013 0036.
This can depend on a number of factors, including:
- The type of claim
- The frequency of claims
- The value of claims settlements
Each policy is underwritten on it’s own merits, however, the potential impact of a claim could result in a premium increase, additional terms/restrictions and in extreme circumstances, cover could be withdrawn completely.
Making a complaint
We value your feedback and pride ourselves on our customer service so if you feel something is not right, we would like to hear about it.
Please contact us using one of the following ways:
- Complete the form on the Contact Us page
- Email councils@thecleargroup.com
- Call us on 0330 013 0036
We will acknowledge your complaint within 5 working days and advise you who will be dealing with your complaint.
Want to talk to us?
We are on hand to provide assistance and guidance, and our dedicated team would love to hear from you.
© 2023 Clear Councils
Clear Councils is a trading style of Clear Insurance Management Limited, which is authorised and regulated by the Financial Conduct Authority. Registered in England and Wales number: 3712209 Registered office: 1 Great Tower Street, London, EC3R 5AA.
We are covered by the Financial Ombudsman Service. You can find out more at www.financial-ombudsman.org.uk.
Clear Insurance Management Limited also provide risk management services and guidance which is not regulated by the Financial Conduct Authority. Any protection provided by the Financial Ombudsman Service or the Financial Services Compensation Scheme does not apply to this specific business activity and we will inform you of this before undertaking the business activity.