Frequently Asked Questions

My policy

Claims

Customer Service

For how many days can I insure my vehicle?

You get to choose that! You can choose the duration, by the exact day, between 30 and 365 days, depending on the money you want to and are able to spend.

In this way you can include your car insurance in your monthly expenses. It's like having installments but better, because you don't need to have a credit card; you can choose whichever payment method you like.

And, of course, this service is of benefit to those who may want to sell their car after a specific time period or turn in their number plates.

What documents do I need to get insured?

Documents? What are you talking about?! With Hellas Direct, all you need to do is fill in your car details and the driver and car owner details. We’ve made it super-easy for you: By typing your car registration number, we can retrieve your car’s details. If we are not able to retrieve them, you will need to fill them in yourself. You can find them on your car registration certificate.

We may also ask you to send us photos of your car’s registration and a video of your car for the pre-insurance check. If needed, we will send you an email with all the details.

What payment methods can I use for the purchase of my insurance?

You can pay with one of the following payment methods:

  • By card (debit, credit or prepaid)
  • Via your PayPal account
  • Using an electronic transaction code to pay through one of the following ways: With cash at the bank, with cash or by card at an OPAP agency, via e-banking or phone banking

How to pay using a transaction code, in more detail:

  • e-banking / phone banking: You can pay through your phone banking or e-banking, at one of the following banks: Alpha Bank, Piraeus, National and Eurobank. If you choose to complete the payment via e-banking, the general process is: Click on “Payments” (not “Transfers”), find “Hellas Direct” under “insurance companies” and type the exact amount of your premium. You can complete the payment until the transaction code’s end date, as indicated in the email you will receive.
  • At an OPAP store: You can pay (by cash or card) at an OPAP store any day you want, until 14:00 on the day the transaction code expires. If your code expires on Saturday or Sunday, you can pay at an OPAP store from Monday to Friday.
  • You can also pay at a Eurobank ATM machine, but you will also have to pay the bank’s commission.

Can I pay for my policy in installments?

At Hellas Direct you cannot pay through installments, you can only pay for the whole amount of your policy, upfront. However, you can choose the duration of your motorcycle insurance, by the exact day, from 30 to 365 days. This means that if you want, you can pay by the month, along with your other monthly expenses.

How many days does it take for my policy to be activated?

Only 1 day! Which means, you can make the purchase today and be insured from tomorrow. And if you are proactive, you can make the purchase up to 30 days in advance.

The sooner the better, right?

Concerning your renewal, you can make the new purchase starting 30 days before the end date and up to your policy's last day.

We will remind you in time. And it’s super-easy: Through our emails, you can renew your policy with just 1 click.

How will I receive my insurance policy?

You will receive your insurance policy, as a pdf, via email, the minute you complete the purchase, at the address you typed while filling in your details. If you can’t find the email in your Inbox, have a look at your “Spam” or “Junk” folders.

If you still can’t find it, call us at 212 222 9999 or send us an email at support@hellasdirect.gr and our team will be happy to resend it to you right away.

When do I need a Green Card and how do I get it?

You need a Green Card to travel abroad. It is obligatory when you travel to certain countries such as Albania, North Macedonia or Montenegro, and you will need it in case of an accident. In other countries of Europe and the broader area it’s not obligatory, but we recommend that you have it with you, just in case.

The Green Card is issued by us free of charge and is valid for the duration of your policy. We will forward it to you along with your policy documents, via email. All you need to do is print it and have it with you. If you want us to send it to you, let us know by sending an email at support@hellasdirect.gr.

How do I renew my policy?

Very easily and online of course! When it’s time to renew, we’ll send you reminders via emails and SMS. Through these notifications you can proceed to purchase your new policy. Just click on the blue button and you will be directed to our website, at the payment methods section.

If you want to make any changes to your details before renewing, click on the blue banner on the top of the page (“If you want to change your details, click here to get a new quote”). You will always be able to use your initial renewal quote, through the emails we’ve sent you.

Once you complete the purchase, you will receive your policy via email. If you can’t find it, type “Hellas Direct” in the search field to find all emails received by us.

Don’t forget to renew your insurance on time! And don’t worry, we’ll remind you when the time comes.

If your policy’s duration is over 60 days, you will receive 4 renewal emails during the last 30 days of your policy and 3 SMS during the last 15 days. If you purchased your insurance through a comparing car insurance platform, you will get all needed notifications from them.

How do I know if I have added the extra covers?

There are two ways to know for sure. First of all, once you choose the extra covers (e.g. Road Assistance, Glass or Legal Protection), you will notice a “Remove” button right next to each added cover. This means that you’ve added the cover! If instead of “Remove” you have the option to “Add” them, this means you still haven’t added the extra cover you want.

Alternatively, right before you proceed to the payment methods, you can check the summary of your policy and the covers you have chosen.

Can I cancel my policy?

You can cancel your policy at any moment!

Just send us an email at support@hellasdirect.gr with your car registration, your policy number and the day you want your insurance policy to end, and we will take care of it.

If you want to cancel your policy within the first 14 days since the day you received your insurance policy, we will refund the whole premium. According to the law (Ν. 2251/1994) within this period of 14 days, you have the right to withdraw from your insurance policy, without any penalty, provided that you haven't activated a cover or reported a claim.

If you cancel your policy after this period of 14 days, provided that you haven't activated any covers, we will return to you the amount that corresponds to the remaining time period of your policy (unearned premium).

How is my car insurance premium calculated?

At Hellas Direct the calculation of your insurance premium is based on many factors.

The algorithm we have developed analyses a number of details, such as your address and the car’s age, to calculate the right price for you. By combining these data, with external factors, such as the market conditions and the total risk undertaken by the company, this pricing algorithm can calculate the fairest price for each driver, in only a few seconds.

I need a claims history certificate. Where do I get it?

No problem! This document is called the No Claims Certificate and to get it you just need to let us know by sending us an email at support@hellasdirect.gr. We will send it to you right away!

I am a young driver. Will I pay more for my car insurance?

At Hellas Direct one prerequisite for insuring your car is that the main driver is over 25 years old and has a driver’s license for more than 2 years.

The age of the driver is one of the factors that affect the price calculation, since the younger you are, the less experience you have in driving. However, age is not the only factor. A number of different characteristics -such as your car’s characteristics, the area you live, the market conditions- are combined to analyse the risk in each case and to form the right price for you.

What is an excess?

Excess is the amount of money you, the insured driver, need to pay towards a claim, in case you activate a cover and ask for compensation. For example, if you activate the "Natural Phenomena" cover and the repair of your damage costs €600, you will pay €300 (which is the excess amount for this cover) and your insurance company will pay the rest €300.

You can check which covers have an excess, while choosing an insurance programme, to get a quote. Please note that in some cases you can change the excess amount, and keep in mind that the excess amount can affect the premium’s total amount. This means, the lower the excess amount, the higher the premium.

The best part: If you choose to repair your car in one of our partner garages, you will have an exclusive 50% discount on the exemptions of the following covers: Natural Phenomena, Partial Theft, Malicious Acts, Own Damages.

Why can't I add the Glass cover?

The Glass cover is one of the extra covers you can choose to add if you’ve selected Essential Covers or Additional Covers - it’s added by default in the complete Own Damages programme.

However, if you cannot choose this cover, then the reason is that its cost exceeds the amount we have set as the limit within which we can provide this cover. In this case, if you want to add the Glass cover, you need to choose the complete cover selection (Own Damages).

How is the sum assured calculated for my car?

The sum assured is the maximum amount you will receive through compensation. To calculate the sum assured we use information given to us by a specific european database. We use this information provider both at the moment of a policy purchase and when compensation is to be given, in order to remain objective.

If you’ve chosen Additional Covers or Own Damages, you can change the sum assured provided and choose from a certain range of prices. Just click on the “Change button” under the Sum Assured tab in your covers.

To get an idea, the sum assured usually corresponds to the current market value of the car.

What happens in case of car ownership transfer?

If your vehicle is transferred to a new owner, but the main driver remains the same, all you need to do is send us an email at support@hellasdirect.gr with a photo of the new car registration certificate, so we can add the details of the new owner in your policy. If apart from the owner, the driver changes too, then we will have to cancel your policy so that the new driver/owner purchases one from the beginning.

Do I need to let you know if a young or inexperienced driver wants to use my car?

At Hellas Direct you can insure your car if the main driver is over 25 years old and has a license for more than 2 years. If you want a new driver to drive the car, you must declare it, before you complete the purchase. Just click on the tab "Add new driver" and fill in their details.

If you have already completed the purchase and want to add a new driver, you will need to let us know. We’ll make sure to cancel your policy so you can purchase a new one, and add the young or inexperienced driver. Cancelling a policy with Hellas Direct is super simple, which means that the whole process will only take a few minutes.

Keep in mind that if you haven’t declared the young driver in your insurance policy, if they have an accident while driving your vehicle, we have the right to cover the damage and then be compensated by the driver who caused the accident.

How can I check if my insurance policy is activated?

You can easily check if your insurance policy is valid and until when, by visiting the official website of the information center. All you have to do is type your car registration number and the owner's VAT number, and you will check if the vehicle is insured, with which insurance company and until when.

What do I do in the case of an accident?

For anything that happens to you on the road, call us, any time, at 212 222 9900. Our team is 24/7 by your side, ready to assist you. We will file your claim report together, on the phone, and if necessary we will send one of our partners to help you out.

If you don’t need help on the spot, we will ask you to take some pictures and guide you for the next steps. In 8 to 10 minutes you will be on the road again!

Ηow can I report a claim?

The sooner you let us know, the better! Whether you are at the accident's scene or not, call us at 212 222 9900, so we can file the claim together. The only thing we will ask of you is a copy of your driver’s license, a copy of your vehicle's certification and details concerning the vehicle you have crashed with.

We’ll also need photographs of the accident scene, the vehicles involved, and any road signs - if available. Photos will give us a clearer picture of the accident and help us with the compensation processes.

What happens after I report my claim?

Once you call us to report a claim, you will receive the report through email and you will also receive an SMS with your claim number.

To complete the claim report, we will need the specific photos of your vehicle and damage we asked for. If one of our partners comes to the accident scene, we will receive all the necessary info and photos of your damage from them.

Once we have all the information we need, we can start the compensation process. Our Claims team will update you on each development regarding your claim’s progress, by email or SMS, or both.

How can I find out more about the progress of my claim?

We always make sure to keep you updated on any latest development regarding your compensation, either via email or by phone.

However, if you still have questions and want to contact us, you can send us an email at claims@hellasdirect.gr or call us at 212 222 9999, press 3 and our team will be at your disposal! Keep in mind that the Claims Team operates from 09:00 to 17:00 Monday to Friday.

How long will my compensation take?

At Hellas Direct, we settle our claims super-fast! For 50% of our claims, it only takes 48 hours.

Since we’ve joined the Direct Payment System of the Greek Association of Insurance Companies, if you are in an accident and certain conditions are met, we will pay for the damage, and then request compensation by the liable driver’s company. This is great news, because it means that we control how fast we can pay you!

We will compensate you if the other driver’s insurance company is also a member of the Direct Settlement of Agreement and undertakes full liability, all vehicles involved have Greek number plates and compensation doesn’t exceed a certain amount (€6,500 limit for material damages, €12,000 limit for injuries per victim, €30,000 limit for total compensation of injuries per accident).

There’s more! If the accident is crystal-clear and liability is evident, we won’t even wait for the other driver’s company to accept liability. This is how we’ve managed to reduce compensation process to 48 hours!

Who pays the garage after the damage is fixed?

Once the insurance company of the liable driver takes responsibility for the accident and after the car expert’s inspection on the vehicle has been completed, you can proceed with the repair.

To receive your compensation, all you need to do is send us an email at payments@hellasdirect.gr with the following: your car registration certificate, your IBAN, the car owner’s ID card and the invoices.

If you’ve authorised your garage to get paid by us, then the garage will need to send us: Your car registration certificate, the IBAN of the beneficiary (garage owner), the authorization, the ID card of the authorised person (garage owner) and the invoices. They can either upload the documents on our platform or send them at payments@hellasdirect.gr.

Can you recommend a garage if I need it? What are my benefits if I choose a partner garage?

That’s what we’re here for! Check the list with Hellas Direct's partner garages here our partner garages and find the one that suits you best.

If you choose to repair your car in one of our partner garages, you will have an exclusive 50% discount on the exemptions of the following covers: Natural Phenomena, Partial Theft, Malicious Acts, Own Damages.

Also, depending on the garage you pick, you enjoy the following exclusive privileges:

  • You can authorise the garage to get paid by us
  • Priority in your repair
  • Warranty on workmanship and spare parts
  • Technical inspection of your car after the repair
  • Replacement vehicle until your damage is repaired
  • Immediate repair and compensation process
  • Free car wash, after the repair

If you are liable for the damage and you need to repair it at your own expense, by choosing a partner garage you will benefit from special discounts we've secured for our customers.

How can I reach you for a suggestion or to file a complaint?

We want your feedback! If you want to contact us for a suggestion or idea, send us an email at support@hellasdirect.gr.

If at any moment you are not satisfied with the service we have offered you, you can call us at 212 222 9999 or send as an email at complaints@hellasdirect.gr. The team responsible for complaints operates Monday to Friday, 9.00 - 17.00. We will make sure to answer back as soon as possible!

Apart from our own team, you can always contact the following organizations:

  • Cyprus Insurance Companies Control Service (Ministry of Finance) P.O.Box 23364, 1682 Nicosia, Cyrus (tel: 35722602952, email: insurance@mof.gov.cy).
  • Department of Private Insurance Supervision in the Bank of Greece.
  • Alternative Dispute Resolution (ADR) Bodies, in accordance with Joint Ministerial Decision 70330f / 9.7.2015

To find out more about the Alternative Dispute Resolution (ADR) Bodies and how you can contact them, you can visit the Ministry of Development's website www.mindev.gov.gr under the section "Citizens / Consumer Protection and Access to Information/ Service / Alternative Dispute Resolution».

You can also always use the European Commission's Online Dispute Resolution platform located at: https://ec.europa.eu/consumers/odr.

How can I be sure that the management of my personal data is secure?

You can rest assured because we have taken every measure so that your details are not disclosed to others unless it is required by the law or/and the competent authorities. Whether you are one of our clients or simply getting a quote from us, there is no way we will share your personal details.

We only use the data for our records, for statistical or communication purposes as well as for the improvement of our services.

The protection of personal data is regulated by the provisions of the law for data protection, the decisions of the competent authority and the company’s conditions.

Under these regulations, we keep all the data we receive through our site on file, while at the same time taking every necessary measure to protect the privacy of this information.

The information you give us through www.hellasdirect.gr is protected using encryption technology as it is transferred from your computer to our system. This secure connection is governed by SSL protocol which makes it extremely difficult for others to access your personal data.

Our system is appropriately programmed so that it can terminate any attempt at communication with your browser if the connection is not completely safe. There are two ways to confirm that you are on a safe webpage:

Look for the lock icon in the address field or check that the electronic address begins with “https” and not “http”.

Where are your offices?

Our head offices are based in Cyprus (8, Dasoupoleos Street, 2015 Nicosia).

Our client service team is located in Greece, in Athens (59 - 61, Agiou Konstantinou Street, 151 24 Marousi), where we operate through a branch.

You can reach us Monday to Friday, from 09:00 to 21:00, at 212 222 9999 or through the live chat at our site or by sending an email at support@hellasdirect.gr.