Car Insurance FAQs

Any refund will be returned to the card or bank account you've used to pay for this policy term. Refunds will take a minimum of three working days to process and may take up to 10 days to appear on your bank statement. Refunds from MultiCar policy cancellations can take longer if we've had to wait for authorisation from all policyholders. 

If you have been waiting for your refund for more than 10 working days:

Contact your bank directly for information about a Direct Debit refund. For Visa and Mastercard Credit / Debit card refunds you should contact us and we can give you a reference number for your card issuer to trace the refund for you.

American Express customers should contact the card provider directly for refund updates.

Your documents will be available to view and print in MyAccount within 24 hours of your policy being set up or making a change.

Please allow three to five working days if you’ve chosen to get your documents through the post. This could take longer over bank holidays. 
 

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.
 

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

You can add an unlimited number of vehicles to your MultiCar and MultiCover policy (Although, you can only add a maximum of 7 in MyAccount). Simply select 'Add to Policy' in MyAccount to get a quote and add a car to your policy.

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 in the Make a Change section of MyAccount. 

If you pay by direct debit but would like to pay off the remainder of your instalments then please contact us.

Telematics customers can access and view their driving dashboard by selecting the ‘Telematics Dashboard’ button next to ‘Your Cover Details’ on the homepage of MyAccount. You may need to first select the relevant policy or vehicle to view 'Your Cover Details'.

You can only view your telematics dashboard once your policy has started and access will cease when the policy expires or is cancelled. Please note that only the Policyholder of the telematics policy is able to view the dashboard.

If you have multiple private cars including camper vans or a classic car (not company or commercial), then it could save you money. Read our guide to find out more about MultiCar.

You need to be at least 21 years old and hold a full driving licence for at least 3 years for the same type of vehicle, as well as the correct insurance to do this. Please check the DVLA website for further information.

We do not provide cover for cars to be used for delivery purposes, unless it is on a voluntary basis (e.g. NHS volunteers). You can check what is covered on your Certificate of Motor Insurance which is available in MyAccount. If you’ve changed the way you’re using your vehicle due to the impact of COVID, then please contact us to update your details.

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)
• Andorra
• Bosnia & Herzegovina
• Serbia
• Switzerland

Admiral does not supply Green Cards for any other country. Essential tier customers will need extra cover to drive abroad.

If you have purchased European Breakdown Cover, your Breakdown cover applies within our European territorial limits. Check our policy booklet for more details. You can see what level of cover you have purchased on your insurance certificate, which can be found in the documents section of MyAccount.

Windscreen cover is included as standard with comprehensive policies (excluding Essential tier). You may have included this as an optional extra on other levels of cover.
Please see your ‘Policy Schedule – Motor policy’ within the Documents section of MyAccount to check your cover and  the applicable excess.

Further information on windscreen cover can be found in your policy booklet.

If you have a fully comprehensive policy (excluding Essential tier) or have added this as an optional extra, you can contact our glass supplier to arrange an appointment. You can find their details here.

Please see your ‘Policy Schedule – Motor policy’ within the Documents section of MyAccount for the applicable excess.

You only need to tell us of any medical conditions where you've notified the DVLA and they have added restrictions on your licence. If no restrictions have been put on your licence then you don't need to notify us.

It's not possible to suspend car insurance  but we can cancel your insurance if it's no longer required. Although you may be using your vehicle less at the moment, depending on your level of cover, your insurance still covers you if your vehicle is stolen or if your vehicle suffers accidental damage. From the date of cancellation you’ll have 90 days or up to 33 days before your original renewal date to reactivate your policy. You’ll have the cancellation fee refunded and you’ll keep your No Claims Bonus for the year, providing no claim has been made. 

As it’s a legal requirement, if you cancel your insurance with us please make sure you either look for an alternative policy that better suits your needs at this time, or declare your vehicle off road (SORN). You won’t need insurance if your vehicle is SORN.
 

Yes, however the towed item is only covered for damage to third parties (other vehicles). Any damage to the item being towed, or its contents, aren’t covered. Cover also only applies while the item's attached to the vehicle and as long as you hold the correct driving licence entitlement which allows you to tow.

We may be able to insure a car for you temporarily. Simply select 'Make a Change' in MyAccount and select Vehicle, Add Temporary Vehicle.

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

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, Croatia, Andorra and Lichtenstein

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.

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)
• Andorra
• Bosnia & Herzegovina
• Serbia
• Switzerland

Admiral does not supply Green Cards for any other country. Essential tier customers will need extra cover to drive abroad.

The car is also covered while being transported by air, sea or rail between these countries. Your policy automatically includes a International Motor Insurance Certificate (on your current Certificate of Motor Insurance) for a maximum of 30 consecutive days in any one trip, and up to a maximum of 90 days in a year.

If you need to travel to Andorra please contact us.

You must be a Policyholder of the chosen vehicle or policy Administrator to view the details and documents of a policy; named drivers do not have access to MyAccount.
 

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.

If we have requested this information from you please make sure you have included the following pages:

Your details
Vehicles you can drive
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.

If you have had any of the following: 

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

Please contact us.

Looking to make a change or receive a quote? Simply select 'Make a Change' in MyAccount and select Vehicle, Add Modification. Available 24/7.

Any quotes can be retrieved within 30 days if you're not ready to make the change yet.

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 recognise 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.

Go to the Documents section in MyAccount and select which vehicle or property you’d like to view.

You’ll see a list of your most recent documents. You can view any document by clicking the download symbol (this can be found under the date column next to each document). Your documents will open as a PDF.

You can find your policy books, including policy upgrades by clicking here, please select your product and then policy books.

If you see pending, then the document relates to a change being made for a future date.

You may see one of three document options:

Active – Documents relating to cover that’s in place now.

Pending – Documents relating to cover for a future date.

Expired – Documents relating to cover that's ended.

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
 

Most changes can be made within MyAccount, please select Make a Change within MyAccount to see the available options.

Documents take upto 24 hours to appear in the Documents section of MyAccount.  

Please note, if you make a change for a future date, you’ll need to then check pending documents. 

You can see your chosen payment date in the payments section of MyAccount. In here you can also see your bank account information and payment schedule.
 

If you’ve recently set up your policy using Direct Debit or changed your Direct Debit details, it can take up to 10 days to be fully set up. Once your mandate is valid, we’ll apply for any money due. Your payment will be taken on or after your agreed date so please leave funds available. You can see more information about your payment date and amounts within MyAccount.

You only need to let us know if your sort code and account number have changed. 

Please contact us to change the date your Direct Debit payment is taken.

If you’re struggling to make your monthly Direct Debit payments, please let us know as soon as possible. Choose one of the options on the contact us page (phone, Messaging or email).

There are different ways we might be able to help, like:

• changing the payment due date
• postponing the payment due date
• removing optional extras or policy upgrades you no longer need
• changing your policy details to reflect any new circumstances (e.g. reduced mileage or fewer named drivers)
• cancelling your policy (if appropriate)

We can also speak to somebody else on your behalf if you prefer. We’ll need your permission.

Protected No Claim Bonus (NCB) is an optional extra you can add to your car insurance. It means that any NCB you've built up is protected –this allows you to make up to two fault claims before your NCB entitlement is reduced.

Protected or guaranteed NCB doesn’t protect the overall price of your insurance and the price may increase after an accident, even if you weren’t at fault. More information can be found in your policy booklet.

To qualify for this optional extra, you need to have earned four or more years’ NCB and be over 21 years of age.

To add protection to your NCB then please contact us.

Payments made for windscreen damage will not affect your No Claims Bonus, it may however affect your renewal price.

No Claims Bonus (NCB) or No Claims Discount applies to a single car so can't be applied to another car on your multi car policy; each car on the policy earns its own NCB. If you sell a car, you can transfer its NCB over to a new vehicle (if applicable).

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 in MyAccount.

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

We hope that won't be the case, but if you don't want to renew your policy, please contact us before your Renewal date.

These are important changes from the industry regulator, the Financial Conduct Authority (FCA), which will affect companies from January 2022.

The new rules mean that the renewal premium firms offer existing customers will be no higher than the equivalent price that they would offer to a new customer.

The changes have been introduced to help ensure that existing customers who renew their insurance policies are treated the same as new customers.

They’ll affect all motor insurance and home insurance policies as well optional extras, like legal expenses, and will apply to both new customers applying for cover and existing customers considering renewing their insurance.

These changes will apply to all home and motor renewal premiums generated on or after 1st January 2022.

At the time of your motor insurance renewal, we’ll ensure we offer you a price which will be no higher than the price we would offer a new Admiral customer buying the policy through the same sales channel, using the same details.

For example, if you bought your policy over the phone then your renewal price will be charged the same or cheaper than if you were a new customer buying over the phone.

Not necessarily. Insurance prices can go up or down for a variety of reasons. Factors such as if you have made a claim in the last year, if your risk has changed (e.g. if you have added another driver to your motor policy), or external factors such as increases in the costs of vehicle repairs can all impact the price of your insurance at renewal.

For more information on how your price is calculated, please click here.

Our aim is to always offer you an accurate renewal price. However, if you have received a cheaper price from another firm, please contact our renewals team. Whilst we do not price match, we can look over your renewal offer and check to see if your details have changed from the previous year or if there is anything we can do to provide a more competitive quote.