Customer FAQs
Find answers to common questions about your device, payments and vehicle.
Device queries
How many days do I have to install my device?
7 days from the start date of your policy.
If I have a "Theo device", what app do I download?
iOS: Please check your email for the activation code.
MyFirst app on the App Store
Android: MyFirst app on Google Play
If I have a "plug in device", what app do I download?
Please check your email for the activation code.
iOS: MyFirst Drive on the App Store
Android: MyFirst Drive on Google Play
What happens if I install my device and the journey doesn't show up straight away?
Don’t panic! Journeys can take up to 48 hours to show up on the app.
Whose driving does the device monitor?
The device monitors all drivers of the vehicle, so make sure everyone’s careful and is aware of the policy terms!
How long do I keep my device in the vehicle for?
You will need to keep the device in the vehicle for the whole policy year.
Payments
Who is my monthly direct debit arranged with?
PremFina LTD.
If I miss a payment, what do I do?
Call PremFina on 0330 165 9367 to make a payment, or alternatively use the Premfina Payments Portal.
Policy Questions
Who can discuss and make changes on the policy?
Either the policyholder themselves or a authorised representative of the young driver.
Vehicle questions
Am I covered to drive someone else's vehicle?
You are only covered to drive your own vehicle. If you’d like temporary cover, we recommend using Cuvva with the code MYFIRST5 for a discount.
Am I covered to do my driving test in my car?
Yes, you are covered. We recommend taking your policy documents with you, and don’t forget to call us when you pass!