Elephant Stay at Home Refund

We're rewarding our customers for following government advice and staying at home, by giving back £110 million.

We can only answer any questions you may have through our Stay at Home Refund page, so please take a look for more information.

Find out more

Customer Services

Money saving tip

Save money with reduced admin fees by making policy changes online (excludes cancellations & number plate changes).

Phone admin fee = £25.00
MyAccount admin fee = £9.50

See full details of our charges and fees.

Manage your policy

MyAccount

Speak to us on Webchat

  Webchat Opening hours


Give us a call

Call fees |  Call Opening hours


Send an Email


If we have asked for your proof of No Claims Bonus you can submit this here

Renewals

Manage your policy

MyAccount

Speak to us on Webchat

  Webchat Opening hours


Give us a call

Call fees |  Call Opening hours

Claims

If you would like to contact us about a new or an existing claim, please see our claims page.

Single car insurance quotes

Get a Quote

Get a quote

Multi-Car insurance quotes

Get a Quote

Get a quote

Breakdown helpline

Accident recovery helpline

Please call our 24 hour helpline if your vehicle needs to be recovered in the event of an accident.

Give us a call

Call Opening hours

Glass repair helpline

View our policy books

You can download our policy books online. It’s quick and easy.

View Policy Books

Write to us

Elephant
Ty Admiral,
David Street,
Cardiff,
CF10 2AA

Elephant Press Office

Come and work with us

Give us a call

For information about career opportunities with Elephant or Admiral Group plc, view jobs online.

Do you have any questions?


Buying a policy

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Is immediate cover available?

Yes, get a car insurance quote and you'll find out everything you need to know.

How can I pay?

We accept payment in full by Visa, Mastercard, American Express, Maestro or Visa Debit/Delta. You can also pay by Direct Debit if you call us on 0333 220 2086 and tell us that you want to pay by Direct Debit before you take out a policy with us, or when you renew your policy.

Do I need to be the registered owner of the car to insure it?

Normally either the policyholder or their partner needs to be the registered owner of the car. We can sometimes insure personal lease cars. Please call us on 0333 220 2086 for further details.

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

What type of cover can I buy?

We offer three levels of car insurance cover:

Comprehensive cover offers you the highest level of protection. You are covered for accidental damage, fire, theft or malicious damage to your own car, as well as any damage you cause to other people and their property.

Third Party, Fire & Theft cover insures you against fire or theft damage to your own car, or any damage you cause to other people and their property.

Third Party Only cover is the lowest level of protection available. You are covered for any damage you cause to other people and their property. Your car is not covered for any type of loss or damage.

What is the difference between a 10-month bonus accelerator and an annual policy?

Our bonus accelerator policy lasts for 10 months instead of 12, but credits you with a full year's No Claims Bonus after 10 months. This means that you can build up your No Claims Bonus more quickly, so long as you don't make a claim. Our bonus accelerator policy could be suitable for people who are taking out insurance for the first time, or who have recently lost their No Claims Bonus.

If you already have a maximum No Claims Bonus, we recommend you take our annual policy. This runs for 12 months.

Why do I have to tell you what I use my car for?

We need to make sure that your car insurance policy covers the activities that you use your car for. There are five 'classifications of use':

Social only: Using your car for social, domestic and pleasure purposes. This does not cover use between home and work.

Social and Commuting: Using your car for social, domestic and pleasure purposes and use by the policyholder or any other driver covered by the policy for travel between home and permanent place of business. This does not cover any form of business use, including journeys to different places of work.

Business class 1: Using your car for social, domestic and pleasure purposes and use by the policyholder or any other driver covered by the policy for travel between home and permanent place of business. Plus use by the policyholder only in connection with his or her business or profession. This does not cover use for selling or commercial travelling, or use by any other driver for business purposes.

Business class 2: Social domestic and pleasure purposes and use by the policyholder or any other driver covered by the policy for travel between home and permanent place of business. Plus use by the policyholder and named drivers in connection with their business. This does not cover use for selling or commercial travel.

Business class 3: Social, domestic, and pleasure purposes and use by the policyholder or any other driver covered by the policy for travel between home and permanent place of business. Plus use by the policyholder in connection with his or her business or profession and also by other drivers covered by the policy on the business of the policyholder and on the business of the employer of the policyholder, which includes use for selling or commercial travelling.

What is No Claims Bonus?

For every year of claim free driving, you earn a discount off the cost of your renewal. If you have already earned No Claims Bonus with your previous insurer, we will ask you to send us written proof (usually a renewal notice or Proof of No Claims Bonus letter from your previous insurer).

Will you accept No Claims Bonus proof from abroad?

We can accept proof of No Claims Bonus from any EU country so long as it is in writing and we can confirm the bonus with the insurer if necessary. The proof document must show your No Claims Bonus in years and not as a percentage. We can only accept No Claims Bonus from the EU.

Will you accept company car No Claims Bonus?

In some instances we may accept No Claims Bonus from a company car scheme. We would need to see the following information on company headed notepaper:

  • Your name
  • Dates of insurance with the company
  • Details of any claims or accidents
  • Registration number of car insured with company
  • Confirmation of social, domestic and pleasure use
  • Confirmation you were the sole user of the car i.e. it was not a 'pool' car
  • Confirmation you no longer have use of this car i.e. the No Claims Bonus has been released

When can I protect my No Claims Bonus?

You will be able to protect your No Claims Bonus so long as:

  • You have four or more years No Claims Bonus
  • All drivers on the policy have a full UK or EEC licence

Can you cover an imported car?

We can cover you if your car is registered in the UK. If you are buying your car outside the UK and require cover to return home, insurance will need to be arranged in the country of purchase. This is an EU requirement. Please call us on 0333 220 2086 if you require further information.

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

Do you cover cars with modifications?

It depends on the type of modifications. Please call us on 0333 220 2086 for further details. It's important to note that a standard parts replacement clause applies to all modified cars.

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

What is an excess?

An excess is the first part of a claim you must pay, regardless of who is to blame. Exact details of any excesses that apply to you can be found on your Policy Schedule.

What type of licences do you accept?

There are four types of licences we accept:

  • UK full (including automatic licences)
  • UK provisional
  • EEC full
  • Non-EEC full for certain countries (please call 0333 220 2086 for details)

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

Your claim

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How do I register a new claim?

You'll find details of how you can make a claim here.

To help us process your claim as quickly as possible, please make sure you have the following to hand:

  • Your policy number or vehicle registration
  • Details of anybody else involved in the incident
  • Any emergency services and/or witness details

How do I get my vehicle recovered after an accident?

Customers with Comprehensive cover can contact our roadside emergency helpline 24 hours a day, 365 days a year, please find out more here.

If you need to be towed after a breakdown, you'll need to pay the recovery charges if you’re not covered by our breakdown service. If you’d like details of how to buy our breakdown service, please contact us.

What if I only need to claim for my windscreen?

If your windscreen or windows have been smashed, damaged or chipped we can organise a repair or replacement.

Windscreen cover's is included with our Comprehensive cover and can be n bought as an optional extra on Third Party Fire and Theft and Third Party Only policies.

Please note:

  • Windscreen claims won't affect your No Claims Bonus
  • Courtesy cars aren’t provided for windscreen claims

To make a claim, please click here.

Who repairs my car after an accident?

If your vehicle can be repaired and the damage is covered by your insurance, your car will be repaired by one of our approved repairers.

Any repairs carried out by our approved repairers are guaranteed while you own the vehicle. Any parts used during the repair will be covered under the manufacturer’s guarantee.

If you have Third Party Fire and Theft cover, please still contact us to see if we can help.

To make a claim, please click here.

Am I entitled to a courtesy vehicle?

If your vehicle can be repaired and the damage is covered by your policy, our approved repairers will give you a courtesy vehicle once the repairs have started.

If your vehicle isn't driveable, our approved repairer will give you a small hatchback courtesy vehicle when your vehicle has been declared repairable and the repairs have started.

Your courtesy vehicle will also:

  • Last for the duration of repairs
  • Be covered under your insurance policy on the same terms and conditions as your vehicle (Comprehensive cover only)
  • Come with five litres of fuel

If your vehicle has been damaged beyond repair, you won't get a courtesy vehicle.

My vehicle's a total loss, what happens next?

If your vehicle is damaged beyond repair, our Claims team will contact you to discuss the next steps of your claim. We'll instruct a salvage agent to collect your car and take it to a salvage yard. Please make sure all your personal belongings are removed.

If your vehicle is a total loss, your policy will be cancelled including the Driving Other Cars extension (if applicable). If you have a MultiCar policy, we'll simply remove the vehicle in question.

After we've reviewed your claim, we’ll make a payment to you, minus any excess and outstanding premium, using industry-recognised guides.

If your vehicle is a total loss, you will not be provided with a courtesy vehicle. This is because the courtesy vehicle is provided by the garage, not Elephant.

If you have Hire Vehicle Cover, you may be entitled to a hire vehicle. Please log into MyAccount to see if you have it. You can also make a claim online.

How long will my claim take to settle?

As every claim is different, it's difficult to give an exact time frame. We'll make sure your claims experience is as quick and stress free as possible.

Once the incident's reported, we’ll be able to give you a better idea of how long the claims process will be.

When will I hear from Admiral about my claim?

After reporting an incident, you don't need to contact us unless we ask you to. We'll keep you updated along the way. If your vehicle's repairable, our approved repairer will contact you to arrange the repairs and a courtesy vehicle.

If your vehicle is beyond repair, we'll contact you about the valuation of your vehicle.

If you do need to contact us, then you can here.

What is an excess?

An excess is the amount you're required to pay when you make a claim.

If your vehicle's repairable, the excess is paid to the garage when the repairs are finished. If your vehicle's damaged beyond repair, the excess will be deducted from the payment we make to you.

Your excess details are recorded on your Policy Schedule which can be found in MyAccount.

I don't think this incident was my fault. Why do I have to pay my excess?

You’re required to pay the excess whenever you make a claim. If the incident wasn't your fault you might be able to reclaim your excess back from the person responsible or their insurance company.

What happens if the accident was my fault?

If you have Comprehensive cover; we'll:

  • Arrange to get your vehicle repaired or start the total loss process
  • Contact anybody else involved and deal with their claim

Please tell anyone else involved in the accident to contact us as we may be able to help with the damage to their vehicle. They can contact our claims team.

To help us process the claim as quickly as possible, please ask them to have your policy number and vehicle registration.

If you receive any correspondence from the other driver or their insurer, please forward it to us and we'll respond on your behalf.

What if the other driver disagrees with the accident circumstances?

We'll do our best to defend your position using all the evidence we have.

If there isn’t enough evidence to support your position, we might have to accept some responsibility. If this happens, we'll negotiate the best possible settlement.

Who'll reimburse my policy excess?

If the other person accepts responsibility for the incident, then their insurance company will reimburse your excess. If there's a disagreement over who was at fault and we have to accept some responsibility, you may only be able to recover part of your excess.

If I don't make a claim, do I have to pay the excess?

No. You only pay an excess if you make a claim.

What happens to my No Claims Bonus if I make a claim?

If you make a claim, or a claim's made against you, your No Claims Bonus will be reduced at renewal.

How does my No Claims Bonus protection work?

  • If this is your first claim, you will receive one strike against your No Claims Bonus protection.
  • If you make two claims within three consecutive insurance terms, we will remove the protection.
  • If you make three claims within three consecutive insurance terms, you will lose your protection and your No Claims Bonus will be reduced.

If you have Guaranteed No Claims Bonus, you can make unlimited fault claims with no affect to your bonus.

What happens if I've incurred additional losses not covered by my policy?

If the accident was your fault and you've suffered losses that aren't covered by your insurance, you can’t claim for them unless they’re covered by alternative insurance.

If the accident was somebody else's fault you can claim your losses back directly from their insurer yourself.

If you've bought Motor Legal Protection, our solicitors will contact you to assess what losses can be recovered and help you recover them.

If you don't have Motor Legal Protection, you may still be able to use their services at an additional cost. We can put you in touch with them to discuss further.

Will my insurance cost go up after an incident?

In most cases, making a claim or recording an incident will lead to a price increase at renewal. Your renewal price will be sent to you two to three weeks before your renewal date.

Do I need to contact the police after an incident involving my car?

You need to report the incident to the police in the following circumstances:

  • If the car's stolen
  • If the car's been broken into
  • If the car's been maliciously damaged
  • If the car's been involved in an arson attack
  • If someone's injured as a result of the incident
  • If you feel an illegal act has taken place

If a crime's taken place, you need to get a Crime Reference Number from the police.

What should I do if my car's stolen?

You should report the theft to the police and get a Crime Reference Number immediately. Then, contact us and we'll start the claims process.

Once our enquiries are finished, we'll settle your claim.

What measures do Admiral take to prevent fraud?

Our main aim is to make sure our customers are back on the road as soon as possible. However, we know insurance fraud is a reality and that a very small number of people gjve false details to fabricate (or exaggerate) car insurance claims.

We believe it's important to identify these people and avoid paying such claims as they affect the cost of motor insurance for everybody.

We use a number of insurance industry databases to share information with other companies about claims and known fraudsters. We also share some information about car insurance fraud with other financial companies, the police and other bodies where the law allows us to do so.

You can read our full Privacy Statement to understand how we collect, use and protect your personal data.

Your policy

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How do I change my email address?

You can update this online anytime 24/7 in MyAccount.

Alternatively, you can speak to our friendly staff via Webchat, or 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.

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 can book a repair with Autoglass online.

Alternatively, you can call 0333 220 2027 to arrange an appointment. Please take your Certificate of Motor Insurance with you, which can be found in MyAccount. 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 £95. If you don't use our approved repairer the maximum we will pay out is £50.

Am I insured to drive abroad?

You’re covered to drive in

  • Great Britain, Northern Ireland, the Isle of Man and Channel Islands
  • Any other country in the European Union
  • Andorra, Iceland, Liechtenstein, Norway, Serbia and Switzerland.

Your vehicle is also covered while being transported by air, sea or rail between these countries.

You’re covered as shown on your Certificate of Motor Insurance for a maximum of 90 days per policy term. Make sure you take your Certificate of Motor Insurance when you travel.

If there’s a no-deal Brexit, you’ll need a Green Card as well as your Certificate of Motor Insurance to drive your vehicle in the countries listed above. The Green Card is proof that you have the minimum level of insurance needed in the country you’re driving in. You must take the original Green Card as photocopies aren’t accepted.

If you’re concerned you may be abroad in one of the countries listed above in the coming months when there’s a chance we could leave the EU, you can request a Green Card using our online form.

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. You can view your policy documents anytime 24/7 by registering or logging in to MyAccount.

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.

You can make changes to your policy anytime 24/7 in MyAccount.

Money saving tip!

Save £15 in admin fees by making policy changes online (excludes cancellations).

Alternatively, you can speak to our friendly staff via Webchat, or 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.

How do I make changes to my policy?

You can make changes to your policy anytime 24/7 in MyAccount.

Money saving tip!

Save £15 in admin fees by making policy changes online (excludes cancellations).

Alternatively you can speak to our friendly staff via Webchat, or 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. You can update this online anytime 24/7 in MyAccount.

Money saving tip!

Save £15 in admin fees by making policy changes online (excludes cancellations).

Alternatively you can speak to our friendly staff via Webchat, or 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.

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?

You can view and print your documents online anytime 24/7 in MyAccount.

Alternatively, we can post your Certificate of Motor Insurance to you for a small charge. Just request this by completing this email form, or speak to our friendly staff via Webchat, or 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 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. You can view and print your documents online anytime 24/7 in MyAccount.

You can easily add another driver to your policy permanently or temporarily online, or over the phone.

You can make changes to your policy anytime 24/7 in MyAccount.

Money saving tip!

Save £15 in admin fees by making policy changes online (excludes cancellations).

Alternatively, you can speak to our friendly staff via Webchat, or 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.

Your renewal

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How do I pay for my policy at renewal?

You can pay for your renewal by debit/credit card or direct debit. If you'd like to change the way you pay for your policy, or change the card you would like to pay with, please call us on 0333 222 6719.

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

If you paid for your last year's policy using your own debit/credit card, we will automatically renew your policy and debit the premium from your card on your renewal date, unless you tell us otherwise.

If you paid for your policy using someone else's card, please ensure the cardholder is happy for us to debit your renewal from their card again this year. Alternatively, if you would like to update your payment details, please call us on 0333 222 6719. Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.

If you pay by direct debit, we will automatically renew your policy unless you tell us otherwise.

Will my premium change at renewal?

We'll do our best to keep your renewal premium as low as possible. If you have four years or less No Claims Bonus and have not made a claim during your time with us, you'll get a further year's No Claims Bonus. This will reduce your premium, but rate increases during the year may mean your premium is still higher than last year.

Why is the policy cheaper online than my renewal?

An introductory discount is normally applied to first year quotations and can work out cheaper than the renewal premium. It is important to check all the details you have entered for the new quotation, as any changes to your circumstances compared to last year could also affect your premium.

Why has my premium increased at renewal?

It is important to check all the details you have entered for the new quotation, as any changes to your circumstances compared to last year could affect your premium. An introductory discount is normally applied to first year quotations and can work out cheaper than the renewal premium.

I've had a claim. How will it affect my renewal premium?

If we already know about the claim before we post your renewal pack, your No Claims Bonus entitlement will have already been amended and your renewal premium revised to take the claim into account.

If you make a claim and we've already posted your renewal pack, we will have to amend your No Claims Bonus entitlement and revise your premium. We will let you know what your new premium is as soon as you notify us about the claim.

Will my No Claims Bonus be affected if I've made a claim this year?

We will reduce your No Claims Bonus for every claim you make where we don't recover all of our costs.

For each incident settled against you, you will lose 2 years NCB. So, if you started the policy with 5 or more years NCB without bonus protection and had an accident that was your fault, your NCB would be reduced to 3 years at the start of the next policy term.

What if my No Claims Bonus is protected or guaranteed?

You can make up to two fault claims in three years before we will remove the protection.

If you make three fault claims in three years, we will remove the protection and reduce your No Claims Bonus by two years.

Can I protect my No Claims Bonus at renewal?

You will be able to protect your No Claims Bonus so long as:

  • You have four or more years No Claims Bonus
  • All drivers on the policy have a full UK or EEC licence

How do I make a change to my policy from renewal?

Just call us on 0333 222 6719.

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

What should I do if I've had a motoring conviction during the past year?

If you have had any of the following:

  • A motoring conviction
  • Penalty points
  • A disqualification
  • A ban
  • A driver awareness course

Please call us on 0333 222 6719.

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

What should I do if I've modified my car?

Please call us on 0333 222 6719 if you have modified your car, as we don't cover all modifications. It's important to note that a standard parts replacement clause applies to all modified cars.

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

What should I do if I don't want to renew my policy?

We hope that won't be the case, but if you don't want to renew your policy, please give us a call on 0333 222 6719.

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