Frequently asked questions

Do you have a question? Before you call us, take a look at our car insurance FAQ's. There are four topics to choose from...

Your policy

Choose from the list of questions below to find the answer to your question...

How do I change my email address?

Just call us on 0333 220 2006.

Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.

How do I make a windscreen claim?

Windscreen cover is included in Comprehensive policies as standard and is an additional option on other policies. You need to call our approved repairer on 0333 220 2027 to arrange an appointment. Please take your Certificate of Motor Insurance with you. If the glass is repaired you'll pay an excess of £25, if any glass is replaced, you'll have to pay an excess of £75. If you don't use our approved repairer the maximum we will pay out is £50.

Am I insured to travel abroad?

Your policy gives you the cover described in your current Certificate of Motor Insurance for events occurring in:

  • Great Britain, Northern Ireland, the Isle of Man and Channel islands
  • Any other country which is a member of the European Union
  • Norway, Switzerland, Iceland and Croatia, Andorra and Liechtenstein

The car is covered whilst it is being transported by air, sea or rail between those countries.

Using your car abroad

Your policy automatically includes an International Motor Insurance Certificate (on your current Certificate of Motor Insurance) for a maximum of 30 consecutive days in any one trip up to a maximum of 90 days in a year.

The International Motor Insurance Certificate is only valid for the above named countries and there is no need to call us if you are taking your car to any of these countries. However, should you wish to travel to any country not included in the above list please call us on 0333 220 2006 (calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines) and we may, in some instances, be able to issue a Green Card for you.

Am I insured to drive someone else's car?

In some cases you may be covered under your policy to drive someone else's car. The cover is Third Party Only and doesn't apply to any cars you own or lease yourself. To see if you have this cover, please check Section 5 of your Certificate of Motor Insurance.

Is my car covered for someone else to drive?

Only if they are named on your Certificate of Motor Insurance. You can easily add another driver to your policy permanently or temporarily using our online customer services facility or by calling us on 0333 220 2006.

Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.

How do I make changes to my policy?

You can call us on 0333 220 2006.

Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.

What if my circumstances change during the year?

Please tell us straight away of any changes such as your address or job title by calling us on 0333 220 2006.

Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.

Will you cover a car I'm using temporarily?

We may be able to insure a car for you temporarily. Just complete this email form or call us on 0333 220 2006 (calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines) to find out. If you want us to cover a courtesy car from a garage, we will only be able to do this if the garage won't provide you with cover.

Please note, there will be a charge for putting a temporary car on your policy.

What do I need to tax my car?

To tax your car, you need:

  • A valid, current insurance certificate or cover note
  • The appropriate fee
  • A valid, current MOT certificate (if your car is over three years old)

You can get your road tax from your Post Office, as long as the DVLA has sent you a reminder form or if you have the V5 registration document, or the green part of it marked V5/2.

These days the easiest way to tax your car is online at the DVLA's website. If your car is insured and has a current MOT certificate (if it needs one), the DVLA will already have these details - so you just need to complete a few boxes and pay using your debit or credit card. You'll then get your tax disc in the post.

How do I get a replacement certificate?

If you lose your Certificate of Motor Insurance, we'll replace it for a small charge. Just request one by completing this email form or give us a call on 0333 220 2006 (calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines) and we'll sort one out for you.

What does policy validation mean?

Whenever you buy an insurance policy, we take steps to ensure we know the cover we are providing is right for you so we can support you when you need us, for example, if you have to make a claim and to combat any fraudulent activity. To do this, we may contact you to validate some of your details at any time after you have bought your insurance, and we hope that you'll be able to help us resolve any enquiries quickly.

Please remember it is your responsibility to check you have answered every question we ask honestly and accurately before buying your policy.

Why do we validate our Insurance policies?

By validating insurance policies, we know we are providing you the fairest price for your insurance, and that information we hold is correct. This also helps us in our continued effort to combat fraud and ensure that your policy is unaffected.

We recognize that mistakes happen, so by validating policies we ensure a genuine oversight doesn't become a problem if you need to make a claim.

How we will validate your policy details?

As an insurer we may check your details against databases available to the insurance industry, online quotations and any past or present policies within the Admiral group. We may also ask you to provide documentation to validate the information we hold.

What action will we take?

Our validations teams are here to help and make sure your policy is correct. In cases where we have to make a correction to your policy as a result of the validation process there may be an additional premium to pay as well as our administration fee. In certain cases we may be unable to continue the policy or had we known the correct information, would not have accepted the policy. In these cases the policy may be cancelled or in more serious cases declared void and of no effect since its inception.

Are there any costs involved?

If your policy is voided or cancelled please be aware charges may apply, If a change is made following a validation because of different information, we will charge an administration fee and any additional premium that may be applicable. You can find these charges on our website under existing customers, Legal information, and your agreement with EUI limited.

Why do you need my driving license details?

Why are we requesting this information?

Since 8 June 2015, the paper counterpart to the photocard driving licence isn't valid and is no longer issued by DVLA. In order to replace the paper counterpart the DVLA has created My Licence and Share my Licence, where you can view and share your driving information. We require this information in order to validate the information we hold for you.

What do we need to see?

My Licence and Share my Licence - https://www.gov.uk/view-driving-licence

If we have requested this information from you please make sure you have included the following pages: Your details, Vehicles you can drive and Penalties and disqualifications.

Alternatively, you can click the Share your licence information tab and select Create a code. This code is valid for 21 days.

Will I be able to drive all cars on the policy?

You must be named as a driver under section 5 of the car's Certificate of Motor insurance, to be able to drive it.

If you are an online customer you can view this document by signing in or registering to your account

Sign in to view your documents Register to view your documents

If you receive your documents in the post then this document would have been sent when taking out, changing or renewing your policy.

 
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