Telematics

Frequently Asked Questions

1. INSTALLATION AND FITTING THE TELEMATICS DEVICE

WILL I GET A TELEMATICS DEVICE TO INSTALL INTO MY CAR?

You will get a telematics device via post once you have set up your Citroën Telematics Insurance policy.

WHEN WILL I GET THE TELEMATICS DEVICE?

You will get the telematics device up to 14 days after you have set up your Citroën Telematics Insurance policy. If you haven’t received your device within 14 days of setting up your Citroën Telematics Insurance policy please email citroen.telematics@ukipartnerships.com.

HOW LONG DOES IT TAKE TO FIT THE UNIT?

Installer-fitted unit: Typically about one hour.

Self-installed device: The unit will take you roughly five minutes to fit.

WILL THE TELEMATICS DEVICE DAMAGE MY CAR?

Installer-fitted unit: No damage should occur to your car during installation thanks to our experienced staff. In the unlikely event that damage occurs we will carry out and pay for any repairs. We use the following process to make sure that you and our team have checked your car before and after the installation:

  • A full pre installation check of the vehicle is completed prior to the installation taking place. This includes an operational check of all of the vehicle’s electrics and a thorough check of the bodywork, wheels and interior for damage or marks. You will be asked to sign this check which authorises the release of the vehicle for installation.
  • Once the installation is complete a post installation check takes place which again includes an operational check of all of the vehicle’s electrics and a thorough check of the bodywork, wheels and interior for damage or marks. You will be asked to sign this post check which demonstrates to all parties the completed work and vehicle condition are satisfactory following the installation.

Self-installed device: The telematics device should not damage the car provided it is fitted correctly into your car’s OBD port. There are instructions on how to install your telematics device on the Citroën Telematics Portal. Your dealer will also be able help you if you are having trouble fitting your Self-installed device.

WHERE WILL I HAVE TO GO TO GET THE UNIT FITTED?

Installer-fitted unit: We require the units to be fitted within 35 days of your policy start date. We will agree a time and location with you in order to fit the unit. We install units in mainland England, Scotland, Wales and Northern Ireland. The location must be off road and must not be in a public car park. If the installation takes place under cover, e.g. in a car park, the vehicle must be moved outside to enable us to activate the unit.

Self-installed device: You fit the device yourself.

WHAT HAPPENS IF I BRING A DIFFERENT CAR TO MY INSTALLATION APPOINTMENT?

We will only install the unit in the car that is insured with Citroën. If you bring a different car, you will need to reschedule your appointment.

WHAT HAPPENS IF I CAN’T ATTEND MY INSTALLATION APPOINTMENT?

If you can’t make it to your appointment, please let us know as soon as possible and we can reschedule. You will only be able to reschedule your appointment three times.

WHAT HAPPENS IF I DON’T FIT THE UNIT?

It is a condition of your insurance that you fit the unit. If you don’t do this within 35 days of receiving the telematics device we will send a letter to your last known address giving 21 days’ notice that your Citroën Telematics Insurance policy will be cancelled.

2. DATA COLLECTION, SHARING, AND SECURITY

WHAT DATA ARE YOU GOING TO COLLECT?

The telematics device will capture and send your specific location, direction and current speed amongst other factors to the supplier’s server and we will use the information to understand road type, road speed and other conditions relating to your journey. This information will be used to build up a profile of how, where and when your car is driven.

The Self-installed device will also collect vehicle and battery health data using your car’s in built diagnostic systems and manufacturer information.

For more details, please refer to the Terms & Conditions.

WHAT WILL YOU DO WITH THE DATA YOU COLLECT?

The data collected by the telematics device will be used to score every journey that is completed in your car. The driving score for each journey will range from 1 to 100. 100 is the best achievable score and 1 is the worst.

For more details, please refer to the Terms & Conditions at the Citroën Telematics Portal – click on T&Cs.

WILL MY INFORMATION BE SHARED WITH OTHER ORGANISATIONS?

We will only share personal information outside U K Insurance Limited, our suppliers, Citroën UK Limited and Citroën Financial Services:

  • Where you have provided your agreement;
  • If we are permitted or required by law to disclose the information, such as to our regulators or if we are issued with a court order.

WILL MY INFORMATION BE SHARED WITH THE POLICE?

If your car is stolen and we’re able to locate it, we might share the current location information with the police so that it can be recovered. We’ll only share data in other circumstances if we need to do so by law.

HOW SECURE IS MY DRIVING DATA?

All driving data transferred between all relevant parties, adheres to the highest level of security and we make sure our partners have the same level of security. For more details, please look at our Terms & Conditions.

3. ACCESSING AND MANAGING YOUR DATA

HOW DO I ACCESS THE CITROËN TELEMATICS PORTAL?

When you set up your Citroën Telematics Insurance policy you will be asked for your email address. After your policy has been set up you should receive a welcome email within 7 working days with login details for the Citroën Telematics portal.

WHAT HAPPENS IF I CHANGE MY EMAIL ADDRESS?

If you change your email address you should call the Citroën Telematics Insurance team on 0370 024 2403 so we can update your details on our system.

HOW WILL I BE INFORMED OF MY DRIVING SCORE?

You can access the Citroën Telematics Portal at any time to see your average driving score for your current three weekly period and your overall driving score for the current policy year. You will also be able to see a breakdown of how each journey you have completed has been scored.

HOW DOES MY DRIVING SCORE IMPACT MY CITROËN TELEMATICS INSURANCE POLICY?

If your average driving score for a three week period falls below the driving score threshold you will be issued with a formal warning via an email to your elected email address and a letter to your last known address.

If you receive four warnings in a policy year then your Citroën Telematics insurance policy will be cancelled. We will give you 21 days notice in the event of such cancellation by writing to your last known address.

For more details, please refer to the Terms & Conditions at the Citroën Telematics Portal – click on T&Cs.

WHERE CAN I FIND THE DRIVING SCORE THRESHOLD I.E. THE MINIMUM SCORE I CAN ACHIEVE WITHOUT RECEIVING A WARNING?

The dashboard page of your Citroën Telematics portal will display what score triggers a warning.

WHO WILL BE ABLE TO VIEW MY INFORMATION?

A controlled group of U K Insurance Limited staff as well as suppliers who provide services to U K Insurance Limited, Citroën UK Limited and Citroën Financial Services.

WILL I BE ABLE TO SEE ANY OF THE INFORMATION FROM THE TELEMATICS DEVICE ON THE WEB SITE?

Yes, you’ll be able to track your own data on the Citroën Telematics Portal via www.citroentelematicsportal.co.uk.

4. INSURANCE INFORMATION

WHAT HAPPENS IF I CHANGE MY CAR?

You must call the Citroën Telematics Insurance team on 0370 024 2403 to inform us if you are changing your car. The Citroën Telematics Insurance policy is only available on selected models purchased through a Citroën Financial Services finance agreement from participating Citroën dealerships if you install and use the telematics device. If you change your car before your Citroën Telematics Insurance policy expires, and your new car does not meet these criteria, your policy will have to be cancelled.

WHO IS UK INSURANCE LIMITED?

UK Insurance Limited is a company registered in England and Wales under company number 02811437 that underwrites your Citroën Telematics Insurance policy.

WHO DOES U K INSURANCE LIMITED WORK WITH?

UK Insurance Limited works with suppliers - these are companies that provide and/or install telematics devices. Our suppliers collect and transmit data to us when telematics devices are switched on and analyse that data on our behalf.

UK Insurance also works with Citroën UK Limited and Citroën Financial Services as the underwriter of Citroën Motor Insurance products.

WHAT HAPPENS WHEN MY CITROËN TELEMATICS INSURANCE POLICY EXPIRES AFTER 3 YEARS?

You may be given the option to continue insuring your car on an annual policy with Citroën Insurance subject to our standard underwriting criteria. We will send you a letter 21 days before the end of your third year to inform you of the price for this annual insurance policy.

WILL MY DRIVING SCORES AFFECT THE PREMIUM I AM QUOTED TO REMAIN INSURED WITH CITROËN INSURANCE AFTER MY CITROËN TELEMATICS INSURANCE POLICY EXPIRES?

Your driving performance and the driving scores you receive throughout your Citroën Telematics policy may impact the premium you are quoted to continue insuring your car with Citroën Insurance. If we are able to offer you the option to have your car insurance by Citroën Insurance, we will write to you 21 days in advance of your policy expiring to offer you a quote.

WILL THE TELEMATICS ASPECT OF MY POLICY CONTINUE IF I CHOOSE TO REMAIN INSURED WITH CITROËN INSURANCE AFTER MY CITROËN TELEMATICS INSURANCE POLICY EXPIRES?

We will write to you 21 days in advance of your policy expiring to inform you whether or not the telematics aspect of your policy will continue if you remain insured with Citroën Insurance after your Citroën Telematics Insurance policy has expired.

5. ACCIDENTS, TAMPERING, AND BREAKING THE LAW

WHAT HAPPENS IF I TAMPER WITH THE TELEMATICS DEVICE?

If you tamper with the telematics device then we reserve the right to cancel your Citroën Telematics Insurance policy. We will give you 21 days notice of cancellation in writing to your last known address.

WHAT HAPPENS IF MY CAR IS WRITTEN OFF?

If you are eligible for and choose to take a new car replacement, you can continue with your current finance agreement and insurance policy. If you have removed your telematics device from your previous car you can just plug it into the OBD port in your new car. If you need a replacement telematics device for your new car, please email Citroen.telematics@ukipartnerships.com and we will send you a new one and if necessary, arrange installation.

If you are not eligible for a new car replacement, your local Citroen dealership will be able to advise what your options are.

WHAT HAPPENS IF I BREAK THE SPEED LIMIT?

We strongly advise all drivers to obey the Highway Code and drive in accordance with the law. Please remember that the speed at which you drive influences your driving score.

6. CANCELLATION AND FAULTS

WHAT HAPPENS IF THE TELEMATICS DEVICE DOESN’T WORK?

Installer-fitted unit: We will be able to identify if there’s a problem with the unit and will then arrange a convenient time and location to inspect the unit.

Self-installed device: If there’s a problem with the Telematics device that can’t be fixed remotely, just send the Telematics device back in the pre-paid envelope and we’ll send you a new one. If you don’t have the envelope, just email citroen.telematics@ukipartnerships.com.

HOW DO I CANCEL MY PARTICIPATION IN THE CITROËN TELEMATICS SCHEME?

Having your driving tracked is a condition of your Citroën Telematics Insurance policy. If you no longer wish to have your driving tracked you will have to cancel your Citroën Telematics Insurance policy. If you wish to do this you will need to call us on 0370 024 2403.