How can we help?
To help put you in touch with the right person, please select an option below.
Manage your policy
Accident recovery helpline
Please call our 24 hour helpline if your vehicle needs to be recovered in the event of an accident.
Make a complaint about a policy
Frequently asked questions
How do I cancel my insurance?
We're sorry you want to leave us, but if you'd like to cancel your policy please contact us.
If you're cancelling a motor policy because you've bought a new vehicle and would like to insure it with us, you can simply change your vehicle by contacting us.
How much is it to cancel my insurance?
If you decide to cancel your policy in the first 14 days of cover there will be an administration charge to cover the costs of setting up your policy. After 14 days you will be charged on a daily pro rata basis for the time you have had on cover, plus an administration charge, as long as you haven't made a claim. We will then refund any remaining premium.
Information about our administration charges can be found in ‘Your Agreement with EUI Ltd' which is available in the Documents tab of MyAccount.
Who can cancel a motor policy?
Single Car – Only the policyholder can cancel the policy.
MultiCar – The policyholder of each vehicle can remove their own vehicle from the policy, or cancel the entire policy. The administrator can remove their own vehicle and cancel the policy.
How do I make a windscreen damage claim?
You can contact our glass supplier to arrange an appointment. You can find their details here.
Please see your ‘Policy Schedule' within the Documents section of MyAccount for any applicable excess.
Do I need a Green Card to drive in the EU?
The UK government has confirmed that Green Cards are no longer required to drive in:
- Countries in the European Union (EU)
- Countries in the European Economic Area (EEA)
- Bosnia & Herzegovina
We don’t supply Green Cards for any other country.
Can I drive other cars?
Your Certificate of Motor Insurance says whether you can drive other cars under your policy with Third Party Cover. Please check your policy booklet to see when this cover can't be used. You can find this and your Certificate of Insurance in the Documents section of MyAccount.
I'm changing my vehicle, am I covered to drive to pick up the new one?
Provided you've let us know about the new vehicle, then you don't need to tell us what time the change will take place. On the day of the changeover, you're covered in your old vehicle until you step into your new vehicle and start the engine - this can be anytime on the date you have made us aware you are changing the car.
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 (at any time after you have bought your insurance) to validate some of your details, 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 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?
We may check your details against databases available to the insurance industry, online quotations and any past or present policies you have had 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 an administration fee. In certain cases we may be unable to continue the policy, as had we known the correct information, would not have been able to accept 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.
Can I change how I receive my documents?
You can change the way you receive your documents at any time by clicking on Settings within MyAccount - Document Delivery Preference: Online -select Edit and switch to Print Documents.
No Claims Bonus
Where is my proof of No Claims Bonus?
Your No Claims Bonus proof can be found in your renewal pack, you'll find it on the page titled 'Motor Renewal Confirmation (Proof of No Claims Bonus)'.
If you are an online customer you can view this document within MyAccount.
If you receive your documents in the post then this document would have been sent when taking out, changing or renewing your policy.
Does my policy have an auto renewal?
Your renewal invite will clearly state whether your policy is due to automatically renew. You'll get this a few weeks before your renewal date.
Please check your renewal documents carefully. You can find these in MyAccount. If the policy is set to automatically renew and you're happy with everything, you don't need to contact us. Your policy will renew on the date shown on your invite.
When will I get my renewal quote?
We aim to get your renewal quote to you at least 17 days before your renewal date through your contact preference.
E-mail customers will be sent a reminder e-mail, and the documents will be available to view online in MyAccount.
When does my policy renew?
The renewal date for your policy can be found on your documents, or in the cover details available on the summary page in MyAccount, just select the policy to see the information.
How long does a Driveaway policy last?
A Driveaway policy lasts for 3 days, your Certificate of Motor Insurance will show the exact start and expiry times. You can find this in the My Documents section of MyAccount
What is a Dealership code?
This is a code that an eligible Dealership will provide you when you are purchasing a vehicle. The code can be found on the Ford Insure flyer that the dealer will provide to you.
Why can't I input my Dealership code to get a Driveaway policy?
What is my Excess on a Driveaway policy?
Excess on Driveaway policies can differ, your Policy Schedule will provide a full breakdown for all drivers named on the policy. You can find this in the My Documents section of MyAccount.
If I claim on a Driveaway policy will it affect my No Claims Bonus?
No, a claim on a Driveaway policy will not affect your No Claims Bonus.
Why do I get an Annual quote when generating a Driveaway Policy?
We will provide you with an Annual quote to help you compare prices and cover for your ongoing motor insurance on your new vehicle.
How do I activate a Driveaway policy?
This will be done by your Dealership when you pick up your vehicle.
You will receive an email once this has been done. If you have not received an email, then please ask your Dealer to print you a 'Confirmation of Cover', or call us to ensure that your Policy has started before you drive your vehicle.