Your questions answered

If you have any questions about your policy, you should be able to find the answers here.


Buying your policy

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Is immediate cover available?

Yes. Just click on Get a quote for MultiCar Insurance or Single-Car Insurance and once you've completed the process, cover can start immediately.

How can I pay?

You can pay in full by Visa, Mastercard, American Express, Switch/Maestro, Electron, Solo or Delta. And for most policies, you can also pay monthly by Direct Debit.

You'll need to use the same payment method for all of the cars on your MultiCar 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.

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.

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?

Every year you drive without making a claim or having a claim upheld against you, earns you an additional year of No Claims Bonus (NCB). 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). Your No Claims Bonus builds up to a maximum of 15 years.

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.

Do you cover cars with modifications?

It depends on the type of modifications. Please contact us here for further details.

What is an excess?

An excess is the amount you must pay in the event of any claim, regardless of who's to blame for the incident. The excess will vary depending on the car that is covered, the age and experience of the drivers on your policy and if you have opted to take protected or guaranteed No Claims Bonus protection. Details of your policy excess can be found on the reverse of your Policy Schedule.

If you are an online customer you can find your policy excess on your Policy Schedule by signing in or registering to your online account.

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

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

Your Claim

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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 is stolen
  • If the car has been broken into
  • If the car has been maliciously damaged
  • If someone has been injured as a result of the incident
  • If you feel an illegal act has taken place

What happens if my car is stolen?

The first thing you should do is report the theft to the nearest police station and obtain a crime reference number.

Then contact our personal claims advisors who will take the details from you. After this, a number of insurance industry database checks are carried out - these are designed to protect our customers from fraud. A Claims Assessor may also be appointed to discuss the claim with you.

When our enquiries are successfully completed an offer will be made to settle your claim.

Who repairs my car?

One of our Approved Repairers will repair your car. Our Approved Repairers are garages that have been appointed by Admiral to provide the highest customer service and quality of repairs for our customers.

The Approved Repairer will also provide you with a free courtesy car for the duration of repairs.

Each repair is carried out in accordance with recognised industry standards, it is guaranteed for 3 years and all replaced parts are manufacturer-approved.

What happens if I want to use my own repairer?

You can use a repairer of your own choice but doing so means that we can't guarantee the work and you will need to obtain an estimate for us to approve before work can commence. You will also lose your right to a courtesy car.

What is a total loss?

If the cost of repairs exceed the market value of your car then it is likely we will consider it to be beyond economic repair. This is often referred to as a total loss or write-off.

If my vehicle is a total loss (write-off) what will I receive in settlement?

An Admiral engineer (or one appointed by us) will inspect your car and place a value on it. We obtain our valuation by researching market trends and car value guides.

We take into account the condition of the car before the incident took place including the bodywork, mileage, interior and service history. Once the engineer has completed their report we will carry out a series of industry database checks designed to safeguard our policyholders against fraud.

Once these have been successfully completed, payment will be sent to you, subject to the deduction of any excess.

How long will it take to sort out my claim?

We are unable to give you an exact time scale, as every claim is different. All we can do is make sure the claims experience is as stress free and quick as possible. When you initially report the incident to us our claims staff will try to give you a better idea of the time scales involved.

What are the different levels of cover?

Comprehensive - this gives you both of the cover elements below and also covers accidental damage to your car.

Third Party Fire & Theft - covers you for claims made by other people for bodily injury or damage to their property following an accident, plus your car is covered if it is stolen or damaged by fire.

Third Party Only - covers you for claims made by other people for bodily injury or damage to their property following an accident.

What is a Policy Excess?

This is the part of the claim that you agree to pay - we cover you for the remaining amount. When you report the claim we will remind you of the amount of your excess. Details can also be found in your Policy Schedule.

If you are an online customer you can find your policy excess on your Policy Schedule by signing in or registering to your online account.

What happens if the accident was not my fault?

Our first priority is to get your car repaired, or a settlement to you if it is a total loss (write-off).

After this, we will try to recover our outlay from the person responsible for the accident. If we are successful then making the claim will not affect your No Claims Bonus.

What happens if the accident was my fault?

If you have Comprehensive cover we will arrange the repairs to your vehicle (or an inspection if it is likely to be a total loss) and we will also handle the other driver's claim as quickly as possible.

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

What if the other driver disputes the accident circumstances?

We will do our very best to persuade the other driver (or their insurer) that the accident was their fault by presenting them with all the evidence we have gathered and that you have provided us with.

We will always fight your corner, but on occasions if the evidence does not fully support either driver's version of the incident, everybody involved may have to take some responsibility. If this happens we will negotiate the best possible settlement with the other driver.

How does a claim affect my No Claims Bonus?

If the incident is not your fault and we make a full recovery from the responsible person, your no claims discount will be unaffected. However if an incident occurs which is not your fault, and we are unable to recover the cost, your no claims discount will be reduced at the renewal of your policy.

For each incident settled against you, you will lose 2 years No Claims Bonus. So if you started your policy with 5 years No Claims Bonus and had an accident that was your fault, you would still have 3 years No Claims Bonus at the start of the next policy term.

If the incident is your fault your no claims discount will be reduced. However, your no claims discount may be protected if you have paid extra.

In the event of a theft claim your no claims discount will be reduced, as it is unlikely we will locate the culprits and recover the costs.

What measures do Admiral take to prevent fraud?

Our main aim is to ensure that our customers are back on the road as soon as possible. However, we know that insurance fraud is a reality and that a very small number of people provide false details in order to make up (or inflate) car insurance claims. We believe that it is important that we identify these people and avoid paying such claims because they affect the cost of motor insurance for everybody.

There are a number of insurance industry databases through which we share information with other companies about claims and known fraudsters. We also share some information about car insurance fraud with other companies within the financial industry, the Police and other bodies where the law allows us to do so.


Your policy

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Are my details safe over the internet?

We use industry standard Secure Socket Layer (SSL) 128 bit encryption technology to keep your personal information as secure as possible.

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 to arrange an appointment. You can find their details here. 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 covers you as 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. The car is also covered while being transported by air, sea or rail between these countries.

Your current Certificate of Motor Insurance allows for a maximum of 30 consecutive days in any one trip, and up to a maximum of 90 days in a year.

International travel is only valid for the above named countries. You don't need to call us if you are taking your car to any of these countries, but you do need to take your Certificate of Motor Insurance.

If you want to drive in any country not in the list above, please call us and we may be able to issue you with a Green Card, which you'll need to take together with your Certificate of Motor Insurance. Please note, the authorities in these countries will not accept photocopies of Green Cards as evidence of minimum insurance.

If you do need a Green Card, please contact us as soon as possible to allow plenty of time for your Green Card to arrive in the post.

If you need to travel to Andorra please contact us.

Am I insured to drive someone else's car?

You must be aged 25 or over to qualify for the driving other cars policy extension, however this criteria alone does not mean you have this cover. 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.

Please check section 5 of your current Certificate of Motor Insurance to see if you have this cover.

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

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

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. Just complete this email form.

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.

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.

Will I be able to drive all the 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.

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

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.


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.

To make renewing as easy as possible we will automatically renew your policy based on the information you have supplied, unless you have opted out of this feature. If all your details are correct, then you don't have to do anything.

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.

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.

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.

Your No Claims Bonus will be reduced by two years (or whatever you have if less than that) for every fault claim you make. Also, you won't get an extra year's No Claims Bonus when your policy is due for renewal.

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?

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 contact us here.

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

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 contact us here

When will I get my No Claims Bonus proof?

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 by signing in or registering to your account.

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


Littlebox

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Is there any eligibility criteria for having a LittleBox?

Yes, they are as follows:

  • Your annual premium needs to be over £650
  • You'll need to drive at least 1,900 miles annually
  • Your car needs to be worth at least £750
  • Your car needs to be manufactured after 2001

Can I drive my car before LittleBox is installed?

Yes, you can drive as soon as your cover starts. The LittleBox will be installed within 30 days of policy purchase.

What information does LittleBox collect?

The LittleBox collects information about when the car is used, how far it travels and its location, as well as information on your driving behaviour including speed, acceleration and braking.

How is this information used?

This information is used to analyse your driving behaviour, determine how safe a driver you are, and to verify your policy information such as address and mileage.

Does LittleBox know where I am?

Yes, LittleBox does send location information, but this is not fed through to us in real-time.

Where is LittleBox located?

It is fitted discreetly under the dashboard.

Will LittleBox damage my car?

No, LittleBox is professionally installed and shouldn't affect the vehicle's warranty.

How much does it cost to have LittleBox installed?

There is no additional charge for the first installation.

Do you share the information with any third parties?

We only share the information with those companies required to provide the services under the policy, such as the telematics LittleBox service provider. Information isn't sold to or shared with anyone else.

Is there a restriction on how many miles I can drive?

During your quote just let us know how many miles you will cover over the year, and your premium will automatically include these. If during the year you need to travel further you will need to inform us, so we can increase your mileage to ensure you remain covered. Minimum mileage restriction applies (1,900 miles).

How does LittleBox get installed, do I have to go somewhere?

Our installation team will contact you by phone and text, you just book an appointment with them at that point - an engineer will then come to install LittleBox at a time and place that is convenient for you. Installation takes around 40 minutes.

Who do I contact if I need to re arrange the installation date?

You will be provided with a number for our installation team and you will be able to re-arrange.

Will I have a curfew with the policy?

No, you can drive at any time of the day or night with no curfew - however frequently driving at risky times, such as after 10pm, may reduce your driving score.

What happens if I change my car?

The LittleBox in your old car will be remotely de-activated and we will arrange installation of a new LittleBox in your new car (charges apply).

Can I remove LittleBox?

No, once you take out a LittleBox policy and LittleBox has been installed, it stays in the car for the duration of the policy.

Will I have to pay anything if I do not renew my policy at the end of the first year?

No. If you do not renew your policy there will be no additional charges. You will only have to pay the cancellation fee if the policy is cancelled before renewal.

How do you know who was driving?

We do not ask you to tell us who is driving the insured vehicle at any particular time. Your driving score will be calculated on overall use of the car, so you will need to make all named drivers aware that they can influence your driving score.

What is my 'Driving Dashboard'?

Your dashboard is your personal driving webpage, this is where you can access feedback on your driving and check your driving performance to date.

When I try to log in to the driving dashboard, it's advising me to check back next week. What's happening?

We are currently collecting and processing the information - the system needs to compile driving information before it can calculate your score - check back in a few days!

What happens if I forget my password to my personal dashboard?

Just click on the 'reset password' link and follow the instructions.

Why is my score from last week showing as this week's score on my Driving Dashboard?

The trip information from this week hasn't updated yet so check back in a few days.

Why is my driver score showing as 'null' on my Driving Dashboard?

If the car is not being used then a score of 'null' will show.

When will my driving statistics appear on my Driving Dashboard?

Your statistics will show up after 1-2 months, this is so that we can collect enough information to build your driving score.


Home Insurance

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What are the main differences between the different levels of cover?

We offer three levels of cover - Admiral Home, Admiral Gold and Admiral Platinum - as you'd expect, the Gold cover offers slightly more than the Home, while Platinum covers more than the Gold.

All three levels offer unlimited buildings cover (subject to eligibility) and access to a 24 hour emergency helpline.

For more information on what's included with each level of cover just visit our main Home Insurance webpage.

What high risk items do I need to let you know about?

Our definition of high risk items can be found in your policy booklet so please check that carefully, but it includes things such as jewellery, watches, precious metals, works of art, sporting equipment, collectables, furs and musical instruments.

If you have any high risk items over £1,000 you will need to let us know about each of these items individually so we can add them to your policy. You can then choose to cover each item away from the home.

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

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

Do I get personal possessions cover as standard?

You get personal possessions cover up to £2,000 as standard with Admiral Platinum cover but you can choose a higher amount than that if needed. You can add personal possessions cover to our Admiral Home and Admiral Gold.

It covers items which belong to you or your family, which are portable and normally worn, used or carried outside the home in everyday life such as handbags, headphones and tablets and also includes sports, musical and camping equipment. Your items will be covered up to the amount you require, subject to maximum limits.

If you have any pedal cycles that are worth under £350 and would like them covered whilst away from the home, be sure to include them in your personal possessions total.

If you have specified any high risk items over £1,000, they will be covered separately up to the amount you require per item. Our definition of high risk items can be found in your policy booklet.

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

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

What if my circumstances change?

If your circumstances change, please let us know straightaway. Changes we don't know about could invalidate your insurance. If you're not sure whether you need to tell us about a change. Please contact us here.

How do I send in proof of purchase or a valuation for an item?

In some cases, a proof of valuation or purchase receipt - dated within the last 3 years - is required within 30 days of the start of your policy. Photocopies or good-quality photographs are acceptable as long as they can be clearly read. They can be sent to us via post at:

  • Admiral Home Insurance, FREEPOST EUI LIMITED

Please ensure that your policy number, beginning AD APT, is noted on any document you send:

How do I make a claim?

Visit our make a claim page for more information on making a claim.

What is an excess and how do I know what excess I have on my policy?

An excess is the amount you must pay in the event of any claim. Just check your policy schedule for details of the excess that applies for the incident you are claiming for. More than one excess may apply and total excess may vary depending on the cause of the loss or damage.

Your excess will either be deducted from settlement of your claim, or alternatively, our appointed supplier will collect this amount from you.

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

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

How will I know if a claim is covered by my policy?

You can find details of your policy cover in your Policy Booklet along with your Home Policy Schedule. You may find this helpful before ringing us to report a claim.

However, if you would prefer to call us, one of our dedicated Claim Handlers will be happy to help and advise you further on your policy cover.

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

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

How long will it take to settle my claim?

It all depends on the circumstances - some claims are more straightforward than others. When you call to register a claim, our claim handlers will try to give you an idea of the timescales involved.

Do I need to keep damaged goods for my claim?

Yes, please keep any damaged items in a safe place. They may need to be inspected or used as evidence of proof of ownership - this may help us settle your claim faster.

Will pedal cycles be covered under my policy?

Pedal cycles worth under £350 are covered whilst they are in the home if you have taken contents cover with us. If you have any pedal cycles that are worth under £350 and would like them covered whilst away from the home, make sure you include them in your personal possessions total.

If you have a pedal cycle worth more than £350 you will need to let us know so we can add this to your policy. You must then opt to have this cycle covered away from home if required.

Are mobile phones covered under my policy?

Mobile phones are covered up to the amount shown on your policy schedule. We will cover the handset but not mobile phone charges, loss of airtime or any damage caused by liquids.

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

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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