FAQs

In the subject line of the email that we have recently sent you, or in the top left hand corner of any written correspondence that you have received from us.

Please check the details you have entered are exactly the same as those provided to us over the telephone and ensure you also have the following information readily available:

- Your Northgate Insurance Services Limited claim reference number;*
- Your Accident Date, entered in the correct format as shown below;**
- Your postcode;
- Your vehicle registration number, entered without spaces between characters***

* Please ensure your 8-digit reference is typed directly into the field (not copied and pasted)
** Please ensure your Accident Date is entered in the correct date format (dd/mm/yyyy) e.g. 01/01/1900
*** This is your vehicle registration and not the hire vehicle registration

If you still encounter difficulties, please contact us on 0344 6000 127 for further assistance.

We need your agreement prior to us arranging services to ensure that you fully understand the services being provided and your own obligations. It may not be possible to recover these unless you have first entered into a contract to take the services of Northgate Fleet Services Limited.

Some older browsers might have issues with this site, try updating the browser or using a different browsers to view the site.

To agree the document you'll need to read it first, either by scrolling to the bottom, or clicking the 'Read Document' button on a mobile device. You'll also need to click the tick box with the acceptance statement. The 'Accept' button will be enabled for you to agree the document.

A password is required to ensure that your details and information continue to be as secure as possible.

In order to gain access you will need to create a password.

Passwords must be a minimum of 8 characters including at least 1 number or special character (+, =, !, ?, £, &, *, $ etc...). An example could be password1, password£, password* etc.

We do not keep a record of this password, but if you happen to forget it, you can reset it as many times as you wish, just by clicking on the 'Forgotten Password' link. An email will then be sent to you to redirect you to the 'Set Password' screen

The email address which you have used may not match the email address that we have on our records for this claim.

If the combination of browser, version and platform appears on the list below, then it should be ok.

Browser Version Platform
Internet Explorer 10 Windows
Internet Explorer 11 Windows
Firefox Latest version Windows
Chrome Latest version Windows
Safari 7.0 Mac OSX
Safari iOS Latest version iOS
Chrome Latest version Android
Android Internet App Latest version Android

If you have submitted your email address on the forgotten password screen, you should find details advising you of the steps you need to follow.

The site is optimised to work on a mobile device, you can use your smart phone to download, read and accept the documents.

We require a valid payment card to pay for charges included in your vehicle hire agreement. Your card will also be used to pay for any items such as parking or speeding fines, road usage charges and damage to the vehicle incurred whilst you are responsible for the hire vehicle.

Where the payment relates to charges we discussed with you during your discussions with our adviser these are shown on the agreement. For infringements such as parking or speeding fines, road usage charges or damage to the vehicle, the charges will depend on the amount of the penalty, road usage charge or the level of damage sustained.

Your hire agreement says when payment of any agreed charges will be taken but for fines, penalties and infringements this may be quite some time after the hire has ended and only once we have been notified by the relevant authority and in the case of damage, once we know the cost of rectification.

You have up to three attempts to validate your payment card. If the validation fails three times, the process will be locked for your security. If this happens, please contact a member of our team on 0344 571 9201.

Yes, providing you have the Cardholders authority or permission to use the alternative card, Please enter the cardholders name and address in the Cardholder Details section.

If you experience any issues whilst trying to submit your details, please try refreshing the page and re-enter your information. Alternatively, please contact us on the number in your initial email.

If you are using an unsupported browser, you may find you are unable to login. Currently, the Auxillis Online Service does not support Internet Explorer. If you are using this browser, please use an alternative.

If you are unaware of your booking in date please select 'no' when asked if you have been given one from your repairer and continue the self-serve process and submit the necessary agreements. Upon completion of your documents you will have the ability to login at a later date and provide your booking in date. In most cases we will receive an update from your insurer, if we receive a date before you have contacted us our branch will get in touch to arrange delivery and there will be no need for you to update the customer portal.

If your vehicle is undriveable, once you have completed and submitted your documents, we’ll contact you to arrange delivery of your replacement vehicle as soon as possible

If your vehicle is currently driveable:

- If you have advised us of the date that your vehicle has been booked in for repairs we’ll contact you to provide the replacement vehicle to coincide with this once you have agreed and submitted your documents

- If you haven’t agreed a booking in date with the repairers yet, please come back to the portal to enter the date once you have agreed it, if your insurer or the repairer provide the date to us in the meantime we will update this for you and arrange the replacement vehicle to coincide with this – you will then receive an email to confirm this has been done

Whilst using a desktop browser, your documents should open in a separate window which you can close once viewed. For mobile devices, your documents should appear in a separate tab which can be closed once viewed.

What if I'm unhappy with the service I have received?

We understand we don’t always get things right every time and sometimes customers will feel it necessary to complain. We take every complaint we receive from a customer very seriously, logging, investigating, resolving and reporting back to customers where our service has not met our usual high standards.

How to make a complaint

We deal with all customer complaints about Northgate Insurance Services Limited's or Northgate Fleet Services Limited's services in a fair and prompt way. Complaints can be made verbally or in writing via telephone, email or post. We find most complaints can be resolved by speaking directly to the team responsible for your claim. If you have a complaint about the Group CPP please follow the process set out in the policy summary.

To raise a complaint with us please:

- Call us on: 0345 142 2111 or email us at: quality@northgateservices.com

- Write to: The Quality Compliance Executive, Northgate Insurance Services Limited, Redmond House, Fern Court, Bracken Hill Business Park, Peterlee, Co Durham SR8 2RR.