Black Box Insurance

Insurance is often one of the biggest expenses you face, but black box insurance can cut this significantly by providing feedback on the way you drive. A couple of years of safe driving with a telematics device can reduce your premiums substantially for regular car insurance too.

The black box is displayed prominently on the front windscreen. So it can prevent your car from being stolen. And if it is stolen, the device can also help you recover it.

Location and speed black box data can help support your case in the event you need to make a claim

A telematics device gives you feedback on your driving. This essentially acts as an extension of your driving lessons, making it perfect for drivers who have recently passed.

Delivery

When will I receive my Smartbox?

The Smartbox provider, iTelematiX, will send the Smartbox to you using a courier service. The Smartbox is sent using a Fully Tracked Delivery Service Monday-Saturday. The FluxScore app will provide delivery updates, but the courier will also send you a notification email and/or text message with the expected delivery date and time. The text message will state the delivery from ‘Smartbox’. If you are not at the home address or the specified address provided, you can reschedule the delivery date by following the link in the text message.

What will happen if I cannot take delivery?

Failure to take delivery of the Smartbox will lead to additional delivery charges. To avoid these charges, please make sure you can take delivery from the courier or follow the link in the text message to make alternative arrangements.

I don’t want the Smartbox, what can I do?

If you receive the Smartbox and decide that you don’t want the policy anymore, you must return it unopened, to iTelematiX, and you will receive a full refund of the cost of the Smartbox (less a £40 administration fee).

If the seal on the packaging is broken, the cost of the Smartbox is non-refundable. You may return it to iTelematiX for disposal in line with Waste Electrical and Electronic Equipment recycling (WEEE) regulations.

What happens if I don’t fit the Smartbox? 

Within 72 hours of the policy starting you must follow the SMARTStart process within the FluxScore app. Failing to do so, your policy may be reduced to Third Party Only cover and ultimately cancelled. 

If you are having issue with this process, call our customer service team on 0344 381 4593.

Setting Up the Smartbox

When do I install and activate my Smartbox?

You must download the FluxScore App as soon as the policy has been purchased. Within the App you will be directed to the SMARTStart process, which will guide you through setting up the Smartbox. 

You must complete the SMARTStart instal process within 72 hours of the inception date of the policy. Otherwise, your policy may be reduced to Third Party Only cover and ultimately cancelled.

Your Smartbox must remain in the insured vehicle at all times. The only times your Smartbox should be removed from the windscreen is if the vehicle has been changed, the windscreen needs replacing or the policy has been cancelled/lapsed.

How can I tell if my Smartbox is activated? 

You will receive an activation text message, on the mobile number you provided, once your Smartbox has been activated. 

You may not receive the activation text message if your Smartbox is out of range. The system works on a mobile network so it could be that if it’s in a garage, there is no signal to confirm the Smartbox has been charged properly. If this is the case, the vehicle should be taken to an area with a signal, and a text message should then be received. If after 24 hours you have still not received a text message, please contact us on 0344 381 4593.

Is my Smartbox working?

Firstly, you should receive an activation text message. If there are any issues with the Smartbox, you may receive a further text message. You should also see a green flashing light when the vehicle is in motion.

Guide to the Smartbox lights:

Green Intermittent Flash: Smartbox operating normally

Green Solid Light: Battery fully charged

Red Intermittent Flash: Smartbox battery requires charging

Red Solid Light: Battery charging

How to validate my Smartbox Fitment?

The Smartbox validation process requires you to take photos of the installed Smartbox and scan a QR Code on the back of the device unobstructed when viewed through the windscreen from outside the vehicle. The whole process only takes a few minutes.

This will only be requested once the Smartbox activation is confirmed.

There are four steps to complete the validation of fitment

1)  Scan the QR code on the back of the Smartbox (You should be outside the vehicle and scanning the QR code through the windscreen).

2) Once the QR code is scanned, in the same position take a photo of the back of the device through the windscreen

3) Next, we need a clear photo of your vehicle showing the Smartbox through the windscreen. Please make sure that: 

The entire front of your vehicle is visible, including the vehicle registration number

The SmartBox can be seen through the windscreen

The photo is taken in good lighting

Location services are enabled for this step

4) If you are happy with the images, click the submit button, if you are not, then click ‘restart’ and try again.

Charging

How is my Smartbox powered?

Unlike most “black box” telematics systems which need hard-wiring into your vehicle by an engineer, your Smartbox is battery powered. It just needs charging periodically from the USB power output or cigarette lighter in your vehicle.  A red flashing light on your Smartbox will let you know when the device needs charging. If the battery charge is too low, you will be notified by email and text message.

What happens if I do not charge my Smartbox?

It is a condition of this insurance policy that your Smartbox is fitted and maintained at all times. If your Smartbox has no power, the cover may be reduced to Third Party Only and, if you still do not charge your Smartbox, the policy could be cancelled.

I have charged my Smartbox, why did the app not update the battery level?

It can take up to 4 hours for the app to update after the charging has ended.

My FluxScore smartbox isn’t charging – what can I do?

If you’ve connected your FluxScore box to your vehicle via the provided USB charging lead or adaptor and it’s still not charging, please contact us on 0344 381 7515  and we can help.

I am away from the vehicle but getting battery warnings. What should I do?

If you are currently away from your vehicle, for example on holiday, please charge the Smartbox on your return and at your earliest convenience. You do not need to respond to the emails to advise us if you are away from your vehicle.

If your battery continues to decrease in charge, additional notifications will be sent. If you are still away, please email our designated Smartbox team confirming your return date. Please note if your Smartbox has no power, the cover may be reduced to Third Party Only and, if you still do not charge your Smartbox, the policy could be cancelled.

Fitment of the Smartbox

The Smartbox fitment is monitored during the course of the policy. It must be on the front windscreen of the vehicle, at all times. Failing to comply with the policy terms could result in the cancellation of your policy.

My Smartbox has fallen off the windscreen, can I use third party products to reattach it?

No. A replacement Fitment Kit must be purchased for your policy to remain in force. A replacement Fitment Kit costs of £15.00. You can do this by calling our designated Smartbox Team on 0344 381 4593 or making a payment via the customer portal.

My Smartbox has fallen off, what should I do?

As it is a term of your policy that the Smartbox must be fitted to the front windscreen at all times, you will need to purchase a replacement Fitment Kit at the cost of £15.00. You can do this by calling our designated Smartbox Team on 0344 381 4593 or making a payment via the customer portal.

I have ordered a replacement Fitment Kit. Now what should I do?

Within 24 hours of receipt, you must refit and validate the Smartbox fitment through the FluxScore app, where fitting instructions will be provided. If you fail to do so, the policy will be cancelled.  

Accidents

What happens if I have an accident?

The Smartbox is pre-programmed to make an automated call when the assistance button is pressed or when there has been a large impact detected. This feature should only be used in case of emergency or accident as the call will be automatically directed to our claims call centre who will try to provide advice and assistance appropriate to the circumstances of the call. When the assistance button is pressed the Smartbox will communicate your current location to the operator receiving the call and will allow them to communicate directly with you using the device’s in-built microphone and speaker.

You must use this feature immediately to report accidents and incidents that you have been involved in, whether they are your fault or that of another party.

What happens if I accidentally press the assistance button?

The Smartbox is pre-programmed to make an automated call when the assistance button is pressed. To end this call, hold down the button for another second.

Other

Who owns the Smartbox and accessories?

The cost of the Smartbox and accessories is included in the price you pay for your policy. Once the seal on the packaging is broken the Smartbox and accessories become your property and you will not receive a refund for them.

Can I arrange a replacement Smartbox or accessories?

If you feel your Smartbox is not functioning correctly, please contact us on 0344 381 4593, as we may be able to resolve any issues over the telephone. An exchange can be arranged if your Smartbox continues to have issues. There will be no charge for the replacement device if your Smartbox is found to have a fault.

A replacement fitting kit for your Smartbox must be purchased if you need to reinstall it to a new vehicle or windscreen. 

You can also contact us if you need a replacement charger.

What happens if somebody else drives my car?

Your Smartbox, which must be correctly functioning for the duration of the policy term, cannot determine who is driving the vehicle. If anyone else is going to drive your vehicle we recommend telling them that your vehicle has a telematics device that will record all journeys, which could affect your policy.

What happens if I am driving another vehicle?

Your Smartbox only needs to be installed and correctly functioning in the insured vehicle. If you drive a vehicle that is not being insured on your policy, your Smartbox does not need to be used.

What will happen if I go over the agreed mileage limit?

Our Smartbox telematics insurance schemes are perfect if you only drive your car a few thousand miles a year. However, it is important that you select the right mileage limit at the start of your policy.

If you exceed the agreed mileage limit you will be required to pay the additional cost for increasing to a more realistic mileage limit. Depending on the terms of your policy, insurance cover could be cancelled.

Installation

Do I have to download the FluxScore app?

Yes, it is a policy requirement to download and use the FluxScore app as soon as you purchase the policy. Failing to do so will result in your policy being cancelled.

Where can I find the FluxScore app to download?

The FluxScore app is available for download from App Stores at the App Store and Google Play. After installing the FluxScore app, ensure the notifications are switched on.

The link below provides a step-by-step guide to downloading, registering and using your FluxScore app.

Getting started with the FluxScore app

How often do I need to check the App?

It is important that you check your App on a regular basis. This will allow you to improve any negative driving behaviour and save maximum discounts on your projected renewal premium.

Scoring

How will I be able to view my Fluxscore?

Depending on your insurance policy, the FluxScore App may display a projected renewal premium. Every journey made in the vehicle will be given a score. Any impact this score may have on your renewal premium will be made available to you via the App.

When I check my score, what do the numbers mean?

When you check your score on the FluxScore app, there are three different figures shown.

The first is what effect yesterday’s driving had on your next renewal.

The second is what your next renewal would be if your policy was renewed today.

The third is what your next renewal premium would be if you achieved the maximum saving every day between now and your renewal date.

I don’t agree with my score, what can I do about this?

At Sterling, we have a dedicated FluxScore team. So, If you find that there are any inaccuracies with your Smartbox recording data correctly, you can challenge any data within the FluxScore app within 3 days of the issue occurring. If you still require further assistance, you can contact our dedicated FluxScore Team on 0344 381 7515 so you are not penalised for anything that isn’t your fault.

Renewal

How accurate is my projected renewal premium?

The premiums shown on your FluxScore app are accurate. If you have disclosed your correct information, the renewal premium will be guaranteed.

What assumptions does my projected renewal premium make?

It is assumed that none of your information has changed. Subject to there being no fault or pending settlement claims, your renewal premium will be based on one additional year’s no claims bonus, in addition to all of the information that you have provided to us.

Do I need to notify claims or convictions that happen during the policy?

We should be notified of all amendments that would affect your policy. If you are in doubt, it is best to notify us anyway, as a claim could be affected if any of your information is incorrect. For example, if you obtain a motoring conviction we should always be advised as soon as possible.

Depending on the type of conviction, fixed penalty notice or endorsement, your policy may result in termination. We would give you seven days’ notice.

As long as the motoring convictions, fixed penalties or endorsements do not result in termination, you can request your FluxScore app to be updated to reflect this amendment in your projective renewal premium by contacting us on 0344 381 4593.

You must also inform us if you have an accident, regardless of the blame, or if a claim is likely to be made against your policy. The indication of your renewal premium shown on your FluxScore app is based on any accidents or claims that are deemed 100% non-fault before the renewal date. You can request for your FluxScore app to be updated to reflect any pending, fault or partial fault incidents or claims by contacting us on 0344 381 4593.

Why is my best renewal premium higher than it was yesterday when I have saved money?

There is a maximum saving that you can achieve each day. Your best renewal premium is based on you getting this maximum saving every day for the remainder of your policy.

For example, if the maximum daily saving is £1.00 and you were to then save 50p, rather than the full £1.00, your best possible renewal rate would now be 50p higher than it was the previous day.

Why did my app not update after the policy was renewed?

The app must be re-registered after the policy has been renewed. You may need to log out of the app and log back in again.

Is my driving still monitored after my renewal date?

The projected renewal premium is based on you continuing with a FluxScore policy. As a result, your driving would continue to be monitored the following year.

Suspensions & Cancellations

What happens if I get suspended?

If your FluxScore account is suspended, we will conduct a review of your driving behaviour. After this review, either the suspension will be lifted, or your policy will be cancelled. We recommend that you contact us if you notice that your account is suspended and you have not yet heard from us.

My FluxScore app says I’m suspended but the call centre is closed, am I still insured?

Yes, but unless you receive an email telling you otherwise you will need to call us immediately when the call centre opens. We are open Monday to Friday 09:00 – 17:30 and Saturday 09:00 – 13:00. The number to call us is 0344 381 4593.

What should I do if I get a FluxScore app caution or warning?

If you get a warning, don’t worry – you can use the information included in the notification to improve your driving and continue to save money off your projected renewal premium.

Alerts are set at three levels. The type of alert is dependent on the exact type of driving behaviour at the time. The alerts will be sent to you using email and push notifications via the App, and are as follows:

Alert 1 – General warning notice issued to advise the vehicle has been recorded speeding above the thresholds of the FluxScore system.

Alert 2 – A “3 strike” warning notice may be issued when:

A more serious level of speeding (as defined within the FluxScore system) has been recorded, or FluxScore system thresholds are recorded as breached every day for 5 consecutive days. 

Alert 3 – The most serious level of speeding as defined within the FluxScore system. A suspension of the FluxScore system can be triggered by: Excessive speed or continual breaches of the speed limit 3 (three) Alert 2 warnings issued within a period of 31 days. (If all 3 (three) Alert 2 infringements occur on the same day, the FluxScore system may be suspended without individual warnings being issued)

The 3-strike system resets after 31 days.

Speeding while driving with a black box smartbox can affect your driving score. The good news is that FluxScore can reduce the number of significant speeders by up to 70% and gross speeders by 60%.

Note that if you disagree with anything that has been flagged, please get in touch with us so we can look into your case.

Refer-a-Friend Scheme

When do I get my reward?

You become eligible for your reward only after your friend has been on cover for 14 days. This is to allow for all the policy checks to be completed and to ensure your friend has fitted and activated their device and has recorded their first journey.

My friend has cancelled/been cancelled within the first 14 days, will I still get the reward?

Only policies where the friend has been on cover for 14 days are eligible to qualify for the reward.

You’ve suspended/cancelled me, will I still get the reward?

Cancelled policies are not eligible for the Refer-a-Friend scheme.

My policy is due to lapse and I’m not staying with FluxScore, will you still pay me if my friend becomes a FluxScore policyholder?

Lapsed policies are not eligible for the Refer-a-Friend scheme.

My mum/dad pays for my policy, can I get the money myself?

We can arrange for an eVoucher to be sent to you.

What is the e-Voucher?

The voucher is redeemable with over 30 retailers including; Amazon, Curry’s PC World, John Lewis, Tesco, Ikea and Costa Coffee, etc. The list of places where the voucher can be used may change from time to time. To see the current list, please go to https://www.voucherexpress.co.uk/full-range.aspx. If you do choose the voucher, it may take up to 3 working days for you to receive it.

You’ve sent my e-Voucher, but it hasn’t arrived?

We send an email confirmation of the e-Voucher to the email address you have registered against your FluxScore policy. The email will be from VoucherExpress.co.uk. Please check your spam/junk folder.

If I refer more than one friend, can I choose to take my reward differently each time?

Each time you qualify for another reward, you may choose to receive your reward a different way.

Do I need to tell you if I change my mobile number or email address?

Yes, this is very important. We need up-to-date details to be able to contact you if there is an issue with the Smartbox or when it needs charging. You can update your contact details by visiting your MySterling account at sterling.myinsurancefile.co.uk/login

Do I need to tell you if my personal details have changed?

Yes, it is very important that we have the correct information to ensure your policy is valid. For example, notifying us with any changes to your address, occupation, usage of the vehicle, etc.

Does this policy earn No Claims Bonus?

Yes. Subject to your policy running for the full term, and no accidents or claims being reported, you will earn one year of No Claims Bonus.

What will I get charged if I cancel the policy?

Cancellations are processed in accordance with the insurance company’s policy wording and the broker’s Terms of Business. The cost of the Smartbox, data and any accessories are non-refundable.

What should I do with the Smartbox after my policy has been cancelled/lapsed?

Soon after your policy has been cancelled/lapsed, you should receive an email inviting you to return the Smartbox for recycling. Once the Smartbox has been received, you will be entered into a monthly prize draw.

Do I get a refund if I drive slowly?

The Smartbox records your mileage and can record if your car is involved in an accident. It does not give a discount based on your driving speed.

Who can access my data?

By accepting a telematics policy, data collected will be shared between us, your insurer, iTelematiX Limited and our nominated claims management company. We will also share your data with certain authorities, for example, the Police, if we are instructed to. You should make sure named drivers also agree to the use of their data.