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Answers to the questions we get asked most. If yours is not here, the portal handles most things, and the team is on the end of the phone for the rest.
FAQ
Common questions
Most policy changes can be made instantly in the portal, without waiting for anyone.
You can manage your insurance policies through your Dynamo online account. This includes reviewing your policy information, managing renewal preferences and, where available, making changes or cancelling your policy.
Dynamo is an online, non-advised platform. You are responsible for reviewing and managing your insurance arrangements and ensuring the information you provide is accurate and complete. This includes managing purchases, amendments, renewals, Auto Renewal preferences and cancellations. Nothing in these responsibilities removes or limits the legal or regulatory obligations Dynamo owes to you.
Yes. You must take reasonable care to ensure the information you provide is honest, accurate and complete. This applies when purchasing insurance, during your policy, at renewal and when making changes. You should tell us as soon as possible about any material change that may affect your insurance.
Some policies require additional information to confirm your eligibility or entitlement to a particular price or discount. This may include photographs, proof of ownership, valuations or other supporting documents. Any requirements and relevant timeframes will be communicated to you.
If you do not provide required information within the requested timeframe, your policy price may increase or your policy may be cancelled where you cannot meet the policy requirements. Depending on the policy, a Late Validation or Cancellation fee may apply. Any applicable fee will be disclosed before it becomes due.
You can cancel your insurance by following the instructions in your policy wording or using the online portal. Before completing your cancellation, you will be shown any applicable charges or other consequences. Your refund entitlement will depend on when you cancel and the applicable policy terms.
Your entitlement to a refund depends on your policy, when you cancel and the applicable policy terms. During an applicable cooling-off period, you may be entitled to a refund subject to permitted deductions and any proportionate administration costs disclosed to you. After the cooling-off period, you may not receive a pro-rata refund of premium.
We will provide your renewal quotation at least 21 days before your current policy expires. Your renewal offer will be made available through your online account and we will notify the email address registered to your account. If your policy is set to Auto Renewal, it will renew unless you tell us otherwise before the scheduled renewal date.
A rolling monthly policy is not an annual policy paid by monthly instalments. It renews for a further 30-day period at each renewal unless you cancel or stop Auto Renewal in accordance with the applicable policy terms and notice requirements.
If you have selected Auto Renewal, you authorise Dynamo to process your renewal payment at any time during the 14 days before your scheduled renewal date, using the payment method associated with your account. This applies to Auto Renewal arrangements as set out in your policy and renewal terms.
No. Processing your renewal payment before your renewal date does not bring forward your policy renewal date or the start of your new period of insurance. Your new period of cover will still begin on the scheduled renewal date shown in your renewal documentation.
If Dynamo collects your renewal payment before your renewal date and you subsequently cancel or stop Auto Renewal before the new period of insurance begins, the payment collected for that future period of cover will be refunded, subject to the applicable policy terms. The new period of insurance will not commence.
You can opt out of Auto Renewal by updating the relevant preference through your online account, where available, or by following the instructions in your renewal notice. If you do not want the next period of insurance to begin, you must stop Auto Renewal or cancel before your scheduled renewal date, subject to any applicable policy terms and notice requirements.
For a 12-month policy, your renewal terms will be provided at least 21 days before your current policy expires. For a rolling monthly policy, if the price will change at the next renewal, we will provide at least 21 days’ advance notice of the new renewal terms. We will also notify you of material changes to your premium, insurer, fees, cover or policy terms as set out in the User Agreement.
If a scheduled renewal payment fails, we will contact you and provide a reasonable opportunity to make payment before further action is taken. We will explain what you need to do and the timeframe for payment. During this period, your cover may continue, be suspended or cease in accordance with the applicable product and policy terms. If payment is not received within the required timeframe, your insurer may cancel or void the policy.
Some rolling monthly products may allow you to pause your cover for a limited period. Eligibility and conditions vary by product and may include minimum active periods, notice requirements or maximum pause durations. Where pausing is available, you must give at least 30 days’ notice before the renewal date of the period you wish to pause.
The easiest way to find the correct claims process is through your online account. Your account and policy documentation will provide the relevant instructions and, where applicable, contact details for your insurer or appointed claims handler.
Fees depend on your product and the action or service involved. The User Agreement includes potential charges for services including mid-term adjustments, cancellations, validation reminders, late or default payments and payment disputes. Product and Platform Fees may also apply. Applicable fees will be disclosed before they become due, and product-specific amounts can be found in your pre-purchase disclosure or schedule of cover.
Before raising a chargeback with your bank or card provider, please check your payment history through your Dynamo account or contact us so we can investigate the transaction. If a payment has been collected in error or the wrong amount has been processed, we will make the appropriate adjustment.
If you are dissatisfied with any aspect of our service, you can raise a complaint through your online account or contact our support team. We will investigate your complaint in accordance with our complaints procedure and FCA requirements. If you remain dissatisfied following our Final Response, you may be entitled to refer your complaint to the Financial Ombudsman Service.
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