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.
Where can I find out information about making a claim?
Please visit our FAQS.
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.
Will my policy automatically renew?
All of our policies are set to automatically renew unless you tell us otherwise. You can opt out of automatic renewal at any time during the policy term, free of charge.
Our Customer Service department will be able to help you any time after your policy inception, but if you have received your renewal invitation and are looking to cancel your renewal, please speak to our Renewals Department. Click here to see the various ways of contacting us.
If you wish to check your documents and your renewal preference, you can find these in MyAccount
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.
How will I receive my documents for a Driveaway policy?
Ford Insure Live
Connected car and telematics
What is a connected car?
A connected car has a built-in system that connects to other services or devices via a network allowing you to use wireless features, usually from a smartphone app. For your Ford vehicle, this is the FordPass app.
How is a connected car used for telematics?
Your connected car collects driving data that, with your agreement, is used to build a personalised driving score to potentially decrease your insurance premium.
How much does it cost to set up a vehicle for telematics?
Eligible vehicles have the capability built in, so it won't cost you anything as you don't need any third-party software or hardware installed.
What happens if I select “No” on the dashboard request screen?
If you reject the data request, we can't view or analyse your driving data and you'll lose your Ford Insure Live discount.
If you accidentally select “No”, please call 03337 777384 and we'll reset the request for you.
How my data is used
How do I share my data?
Once you've agreed, download the FordPass App and a notification on your dashboard will ask for confirmation to turn data sharing on.
What data is going to be collected?
We'll collect data including your location and how you drive, for example mileage travelled, speed, acceleration.
We collect other driving and vehicle use data; more information is in your Policy Book.
Will you collect data when other drivers are using the vehicle?
Your driving score is calculated on overall use of the vehicle. We don't know who's driving, meaning we can't exclude data when other people drive the vehicle.
Will my named drivers get a score?
Your named drivers impact the overall score and aren't scored individually.
How is this data used?
We analyse the data to generate a driving score based on how safe you drive which is then used to help calculate your renewal price.
Will you use my data for a claim if I have an accident?
Data will be collected and may be used to help investigate a claim.
Do you share the data with third-party companies?
We only share information with companies who need the data to provide the services under the policy.
Do you share my data with the police?
We only share data with the police if we're requested by law, linked to a criminal case.
What smartphones are compatible with the FordPass app?
- Apple iPhone 5s or newer with Apple iOS 12.2 or newer.
- Android smartphone with Android OS 8.0 or newer.
Cancellation and Renewal
I would like to cancel my policy
If you wish to cancel your policy you should contact us to notify us.
Once you have done this, you should revoke permission for us to receive the data at the time your cover ceases. If you forget to do this, the data collection will automatically be cut within 10 days, but data may still be recorded during this 10-day period.
You will be charged the following fees:
- For cancellation within 14 days of the policy start date - £25
- After 14 days of the policy start date - £55
What happens if I cancel my policy mid-term or at renewal?
When your policy is cancelled, we'll stop data collection within ten days.
You can also turn data sharing off manually within your vehicle. If you do this, we'll remove the Ford Insure Live discount from your policy.
Please check your agreement document for any cancellation charges.
Can I drive my car before accepting to share my data?
You'll be covered under your connected car policy, from the policy start date, but you will need to consent to sharing data with us, within 15 days of the start date.
Is there a restriction on how many miles I can drive?
There are no mileage restrictions. You'll still be asked for an accurate annual mileage as with any motor insurance policy.
Is there a curfew?
There is no curfew, but regular night-time driving will affect overall score.