Our relationship with you

These “DriveScore Halo” terms and conditions (“DriveScore Halo Terms”) set out the rules which cover our relationship with you if you subscribe for one of our DriveScore Halo insurance packages (“DriveScore Halo”). These DriveScore Halo Terms explain our responsibilities and yours, and how you can use DriveScore Halo. These apply to you if you have subscribed for DriveScore Halo and are legally binding so please read them. You may also want to print them out or save them on your device in case you ever want to come back to them in the future. 

Our DriveScore Terms & Conditions ("DriveScore Terms") also apply to your use of DriveScore Halo. If these DriveScore Halo Terms are inconsistent with our main DriveScore Terms, then these DriveScore Halo Terms will apply in relation to your use of DriveScore Halo. You should read these DriveScore Halo Terms along with our DriveScore Privacy Policy, which explains how we use your personal information when you use our services.  

The DriveScore Halo product is provided by Clear Score Technology Limited ("ClearScore"). ClearScore, is authorised and regulated by the Financial Conduct Authority, registration number 654446. 

DriveScore Halo insurance coverage is powered by Motorplus Limited trading as Coplus (“Coplus”) and the insurance cover is provided by third party insurance providers (together with Coplus, the “Insurance Partners”). To provide the DriveScore Halo services to you, we need to share information collected from you with our Insurance Partners, as further detailed in our Privacy Policy and their respective privacy policies and fair processing notices.

What is DriveScore Halo?

There are three DriveScore Halo subscription tiers, offering three different levels of insurance cover that you can choose to subscribe to: 

• Halo Core 

• Halo Enhanced 

• Halo Max 

1. Halo Core: 

If you subscribe to Halo Core, you will benefit from: 

✔ Personal motor excess cover (up to £500) 

✔ Vehicle replacement cover (up to 5 days) 

✔ Key cover for your home and car keys (up to £500)  

2. Halo Enhanced

If you subscribe to Halo Enhanced, you will benefit from: 

✔ Personal motor excess cover (up to £750) 

✔ Vehicle replacement cover (up to 7 days) 

✔ Key cover for your home and car keys (up to £750) 

✔ RAC Breakdown cover (for roadside and recovery; at home; onward travel and misfuel)   

3. Halo Max

If you subscribe to Halo Max, you will benefit from: 

✔ Personal motor excess cover (up to £1000) 

✔ Vehicle replacement cover (up to 10 days) 

✔ Key cover for your home and car keys (up to £1000) 

✔ RAC Breakdown cover (for roadside and recovery; at home; onward travel; misfuel and European cover) 

✔ Global gadget cover (up to £1000) 

We receive and share information with our Insurance Partners. You may find out more about how they process information about you in their respective privacy and processing policies, which can be found on their websites. 

Payment

As a subscriber of DriveScore Halo, you will be able to enjoy the services described above for a subscription fee, billed monthly.  

When you become a DriveScore Halo subscriber, we will ask you to pay the subscription with either (a) a debit card or credit card; or (b) a payment method made available by a third party payment provider (as applicable). We will take the subscription from that payment method on the same day every month while you remain a DriveScore Halo subscriber. If we can't take payment from your card for any reason (for example, because it has expired), we will ask you to register another card which will become your new stored card. 

Unless you change your mind and cancel in the first 14 days, payments are non-refundable and we do not provide refunds or credits for any partial subscription periods. 

If you do not pay the subscription fee upon it becoming due, we will let you know the payment has failed and we will try taking the payment again for 7 days. If you still have not successfully made payment after 7 days, your subscription will be automatically cancelled. This will mean you lose your insurance cover. Until you successfully pay the subscription fee, you will not be able to make any claims on your insurance cover in respect of the affected subscription period, except for urgent call outs under your RAC breakdown cover (if this is included in your subscription bundle). We may also take legal steps to collect the payment. If we do, you may be responsible for our costs in doing so.  

Cancellation

Your cancellation process 

You can cancel your subscription at any time through the My Account section of your DriveScore account: 

1. Log in to your account. 

2. Navigate to “DriveScore Halo”. 

3. Go to “Your Subscription”. 

4. Choose “Cancel Subscription” and follow the on-screen prompts to confirm your cancellation. You will receive a confirmation message and email confirming that your policy has been cancelled.  

If you need any help, please contact [email protected].   

Cancelling in the cooling off period 

If you change your mind in the first 14 days (known as the cooling off period) of receiving your  insurance policy from Coplus, you can cancel DriveScore Halo and get a full refund of your monthly payment so long as you have not already claimed under your insurance cover.   If you submit a claim under your DriveScore Halo cover during the cooling off period, the Insurance Partner will review your claim in line with the terms of your policy. However, if you attempt to cancel your policy thereafter, even if this is still during the cooling off period, no refund of your premium will be given and you will continue to have access to the DriveScore Halo cover through to the end of your subscription period.  

Cancelling after the cooling off period 

There are no cancellation fees and you can start or stop your subscription at any time. But payments are non-refundable and we do not provide refunds or credits for any partial subscription periods. If you cancel your subscription, you will continue to have access to the DriveScore Halo cover through to the end of your subscription period.  

Our right to cancel 

We may end your DriveScore Halo subscription immediately if: 

• we suspect you are behaving fraudulently (for example, if you knowingly let someone who is not covered by your policy try to claim on it); 

• you haven't given us the information we need, or we have good reason to believe that the information you have given us is false or that you have not taken reasonable care to provide us with complete and accurate information; 

• you have breached these DriveScore Halo Terms; the DriveScore Terms or the terms of your policy coverage; 

• you have given us payment details that you know will fail, with no intention of making a successful payment; 

• you owe us money (like your subscription fee) and, despite us asking you to pay us, you have not done so within a reasonable period of time; 

• you have behaved in a threatening or abusive way to our staff or the staff of our Insurance Partners; 

• you are not willing to co-operate with us or our Insurance Partners, in the event of a claim; 

• you've been declared bankrupt; 

• we are required to do so by an Insurance Partner; or 

• we must do so under any law, regulation, court order or ombudsman's instructions. 

We may also end your subscription for other reasons, but we will give you at least one month's notice. 

Changes to our Terms or DriveScore Halo

We may change these terms, the DriveScore Halo subscription plans and the price of our service from time to time and these changes will apply no earlier than 30 days following notice to you. If a change is advantageous to you or does not materially affect your rights or obligations relating to DriveScore Halo, and it constitutes a mere update of information, we may choose to not notify you directly or provide less than 30 days’ notice of the update. Please check this page from time to time to take notice of any updates made to the information here. If we choose to notify you, we will do so by sending you an email notification, posting a notice on our website or app, or through the services, or in any other manner we deem appropriate. 

DriveScore Halo Insurance Cover

Insurance Partner details. Your DriveScore Halo cover is powered by Coplus.  

The personal motor excess cover, vehicle replacement cover, key cover and gadget cover in the DriveScore Halo subscription bundles is arranged by Coplus and provided by Collinson Insurance (a trading name of Astrenska Insurance Limited, a company registered in England and Wales with company number 01708616) (“Collinson”). Collinson is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority in the United Kingdom, under Firm Reference Number 202846. 

If you subscribe to Halo Enhanced or Halo Max, your subscription bundle also includes RAC Breakdown Cover, and this is provided by RAC Motoring Services and RAC Insurance Limited. RAC Motoring Services is authorised and regulated by the Financial Conduct Authority. Their FCA number is 310208. RAC Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Their FCA number is 202737. 

How it is provided to you. In relation to insurance products bundled with the DriveScore Halo subscription, DriveScore acts as a broker for Coplus. Your DriveScore Halo cover may be provided by multiple providers. You can find the details of your cover in your Coplus insurance policy, which you can find in your Coplus portal (accessible via your DriveScore app) and in the email the Coplus sent to you, following your purchase of DriveScore Halo.  

Eligibility and suitability. To be eligible for insurance you must be aged 18 or over and permanently reside in England, Scotland, Wales or Northern Ireland. 

Please make sure the insurance is suitable for you by reading the product information document and insurance policy, and understand what is and isn’t covered under the policy. You won’t receive advice or recommendations from us for any insurance products available through DriveScore Halo and we can’t guarantee the policy is suitable for you. It’s important to check that the cover meets your needs and requirements.  

Cost of cover. We pay Coplus who then pays the relevant Insurance Partner for your DriveScore Halo cover using part of your monthly subscription fee. When you pay us the subscription fee, we will hold the relevant portion of your DriveScore Halo cover until it is actually passed on to Coplus, but not as client money. We act as an agent of the Insurance Partners. Your insurance payments are treated as being received by the Insurance Partner when we receive them and any refund is treated as being received by you when you receive it.  

Claims. Coplus will handle any claim that you make under your insurance directly with you. You can get in touch with them by following the instructions in your the Coplus insurance policy. You are also able to ‘Start a Claim’ in the DriveScore Halo subscription section on your DriveScore app.  

Cancellation. DriveScore Halo is offered as an unbreakable bundle and cannot be sold separately. If you wish to end your insurance cover, you may do so by cancelling your DriveScore Halo subscription, as explained above. Unless you have cancelled it during the 14-day cooling off period, you will continue to have access to the DriveScore Halo service through to the end of your subscription period.  

Complaints. If you wish to make a complaint about our services, including the sale of the DriveScore Halo subscription, you can get in touch with us by emailing [email protected].  If you want to make a complaint in connection with the DriveScore Halo cover, or in connection with any claim you make under that, please contact the Insurance Partner directly. If you send any complaint or claim about your cover to us, we will pass it on to the Insurance Partner without dealing with it. You can address complaints regarding the DriveScore Halo cover in relation to a claim to the relevant Insurance Partner as follows:  

Breakdown related complaints: 

• Post: Breakdown Customer Care, RAC Motoring Services, Great Park Road, Bradley Stoke, Bristol BS32 4QN 

• Email: [email protected]  

• Phone: 0330 159 0337 

 Personal motor excess protection cover complaints: 

• Post: The Quality Assurance Manager, Coplus, Floor 2 Norfolk Tower, 48-52 Surrey Street, Norwich, NR1 3PA 

• Email: [email protected]  

• Phone: 0333 241 9573 

 Replacement vehicle cover complaints: 

• Post: The Quality Assurance Manager, Coplus, Floor 2 Norfolk Tower, 48-52 Surrey Street, Norwich, NR1 3PA 

• Email: [email protected]  

• Phone: 0333 241 9556 

Key insurance cover complaints: 

• Post: The Quality Assurance Manager, Coplus, Floor 2 Norfolk Tower, 48-52 Surrey Street, Norwich, NR1 3PA 

• Email: [email protected]  

• Phone: 0333 241 9574 

Gadget insurance cover complaints: 

• Post: The Quality Assurance Manager, Coplus, Floor 2 Norfolk Tower, 48-52 Surrey Street, Norwich, NR1 3PA 

• Email: [email protected]  

• Phone: 0333 241 3395

Accuracy And Non-Reliance On Information

Any information provided to you as part of our services is only as accurate, complete and up to date as the information supplied to us by you, our Insurance Partners or other third party we use to obtain this information. We don’t check the information we receive from you or third parties for accuracy, currency or completeness. 

We don’t assume responsibility for the timeliness, accuracy, deletion, non-delivery or failure to receive or store any user information, communications or personalisation settings. We may change the content or functionality of our apps, website or any other method which allows access to our services at any time. Their content may be out of date at any given time, and we are under no obligation to update it. We cannot guarantee that our website or apps or any content on them or provided as part of our services, will always be available, uninterrupted or error free.

The Financial Ombudsman Service 

If you are unhappy with how your complaint was dealt with, you can refer it to the Financial Ombudsman Service within six months of the date you received, or should have received, the final response to your complaint. Their address is: Exchange Tower London E14 9SR Phone from UK: 0800 023 4567 Phone from outside UK: +44 20 7964 0500 You can find more information on their website.