Frequently Asked Questions

This varies depending on the type of policy that you have, how much you have paid so far and whether you have had a claim.

You would not get a refund if you have either a no refund policy, have a pending claim in this policy, have a fault claim on the policy, or have not paid enough so far to cover the charges for the policy.

If the policy does not allow a refund in any circumstance, this would be stated on the paperwork you received when you took the policy out and we would also have informed you over the phone.

If you are unsure of the status of a claim on your policy, please call our claims team on 0344 381 6502 (24 hours a day, all year round) and they can advise you.

If you are unsure if you have paid enough to cover the cost of your policy, please call our customer service team who can give you an indication of any charges or refunds that will apply if you cancel your policy.

If you have a policy that does allow a refund, your policy booklet will show the cancellation charges. Please be aware that it is not standard for an insurance company to charge on a pro-rata (proportionate) basis. This can mean that, if you are paying monthly, you may not have paid enough to cover the charge for the policy.

If a refund is due, it will be issued to the same method of payment that was used to pay for the policy initially.

Our customer service team are happy to help you with any queries regarding cancelling your policy.

If you cancel within 14 days of receiving the policy information you will only be charged our policy issue fee (up to £100.00) and the Insurance Company's minimum charge for the time you have had on cover. These charges vary depending on the Insurer. Call our customer service line for more information.

If you have registered for MyAdrianFlux, you can download a pdf of your policy booklet using your online account.

You can also view the set of policy booklets here. To make sure you view the correct version, please use the link from the welcome pack we sent you.

If you'd rather have a hard copy, please contact us and we will post one to you.

We don't want to cancel your policy, but we are obligated to unless the required documents are sent to us before the end of the seven-day notice period. It is therefore important that you do everything you can to make sure we have your documents within those seven days, in order to avoid cancellation.

If you are having difficulty with the documents required, then you should contact us urgently on 0344 381 6502. We will acknowledge receipt of the documents once we have processed them.

If the policy is cancelled:

The full premium is payable if there have been any claims against your policy. Therefore, if you are paying for your policy by Direct Debit, then the remaining balance of your finance agreement will be payable immediately upon cancellation.

If you are paying by Direct Debit, the instalments that you have paid towards your finance agreement will be used against the total cost of your policy. If there is a shortfall then the outstanding balance is payable immediately upon cancellation. However, if you have paid more than the cost of your cover to date, then we will arrange a refund once the policy has been cancelled. Some policies don't allow a refund at cancellation, so the remaining balance of your finance agreement will be payable immediately upon cancellation.

All cancellations are subject to a £25 administration charge. Refunds are processed net of commission or a percentage fee, depending on the insurer. This could be up to 30%. Where applicable, all refunds will be processed to the same credit or debit card that was used to make a payment on the policy.

You should declare to your new insurers, when asked, that policy cancellation has been enforced.

In any 12-month period, it is likely that something will change. For example, you might need to change your vehicle, add another driver or move home. Most of the time, we can update your existing policy. However, in rare situations a change in circumstances could mean your current insurer cannot continue cover. If this happens, we may be able to find a suitable replacement policy with another of our panel of insurers.

With most insurance products there are charges involved with cancellations. The insurer may have a non-proportionate cancellation refund scale. We also make deductions and charge an administration fee. You should speak to a customer service representative on 0344 381 6502 to discuss your options.

If you already have a password, click here. You can access policies taken out here too. You can log in using your email, date of birth and password. You can request a new password if you have forgotten it.

If you don't yet have a password, call our customer service team who can send one to you by email.

You can simply go to the log in page by clicking here and can request a new password. You will need your customer reference as well as your date of birth and email address. A new password will be emailed to you with a link to log back into your policy.

If you don't have a password, you can request one from our customer service team, whose details you can find on our contact us page. It will be sent to the email address that we have on your policy and takes less than 10 minutes. You can simply click on the link in the email and enter your details and password and will then have the chance to enter a new, more memorable password.

You can view your policy details, such as cover, drivers, your personal details, policy excesses, download your policy booklet, complete your agreed value form, upload photographs, see if any paperwork or forms are outstanding and complete them online, link to your Premium Credit account (for our clients who pay monthly) and update your email address or password.

By managing your policy online and completing or sending any paperwork that we need from you, you can avoid delays caused by the post, and the inconvenience of having to post things to us.

In the future you will be able to download your certificate and schedule and make payments too.

If you are having problems logging in or encountering errors, contact our customer service team who can help you, or report the problem to our webmaster (webmaster@adrianflux.co.uk).

If you have registered for MyAdrianFlux, you can download a pdf of your policy booklet using your online account.

You can also view the set of policy booklets here. To make sure you view the correct version, please use the link from the welcome pack we sent you.

If you'd rather have a hard copy, please contact us and we will post one to you.

It is possible to send documents and photographs using any of the listed file types:

.doc

.docx

.gif

.jpeg

.jpg

.pdf

.png

.tif

.tiff

.xls

.xlsx

The maximum file size is 10MB, and we can accept a maximum of 12 files in total.

MyAdrianFlux requires JavaScript enabled. If you have JavaScript disabled then the easiest way to send your documents or photographs to us is by emailing them to contactus@adrianflux.co.uk. You can still use your online account to view your policy details.

Your paperwork will be processed by our administration team. They will send you confirmation that all of your paperwork has been processed and that your policy is complete. If there is anything else needed from you, they may call you, or send you an email to explain. If you elected to receive your correspondence in writing when you took the policy out, they will write to you with any further requirements if you can't be contacted by phone.

Whether your forms are complete or not, we will always contact you to let you know.

If you would like to change your method of correspondence to email rather than written, you can email us at contact-us@adrianflux.co.uk (make sure you email us from the address we hold on file) and simply state that you would like all future correspondence to go to you via email.

At the moment, you can only download your policy booklet, however, we will be adding this option in the future. Your policy booklet can be found in the 'Overview' section.

Yes, in the 'Overview' section under 'Insured Parties'. This shows the drivers named on your policy.

Yes. Our insurance experts will contact you once we've found the most suitable deal for your needs. Until you receive confirmation from us, your change will not have been processed.

We can provide you with a quote to add a new driver to your insurance policy. Simply input the details of the new driver at MyAdrianFlux and we'll contact you with our best deal.

If you're looking to add a new car to your policy (rather than replace your current car) you will need a new quotation. For convenience, our sales team can call you back - simply click here to request a call. They may be able to arrange a multi car policy. If the offices are closed (after 7pm in the week, after 4pm Saturday and all day Sunday) you can enter your details here and we will send you a quotation. It's best to speak to our sales team in this case though, as you are an existing customer and we can look at any additional discounts or the multi car option.

Yes of course. The MyAdrianFlux account is designed to help you get paperwork or documents to us conveniently, however, our customer service team are also available for any queries you may have or to help you with your forms.

You should be able to use a mobile device to upload and complete your forms. Please let us know if you have any problems doing this.

Please see our contact information.

Our address is:

Adrian Flux Insurance
East Winch Hall
East Winch
King's Lynn
Norfolk
PE32 1HN

Our opening times are as followng:

• Customer Service (Including Changes to your Policy): Monday - Friday 9.00am - 5.30pm
• Renewals: Monday - Friday 9.00am - 5:30pm
• New Quotations and Policy Sales: Monday - Friday 9.00am - 7.00pm
• All departments are open on a Saturday from 9.00am until 4.00pm. 

Please see our contact information.

An Agreed Value is the set amount you will be paid in the event of a total loss, after taking your policy excesses into account. The Agreed Value is set once our in-house experts have evaluated your vehicle, typically after you have supplied us with photographs and an Agreed Value Request Form.

An optional Agreed Value is available as a policy benefit on most of our specialist and classic schemes, typically for vehicles over 20 years old. 

We can still offer peace of mind if you have a newer vehicle, with an additional policy which runs alongside your motor insurance policy. In the event of a total loss, this policy will make up the difference between your settlement from your motor insurer and the specified Agreed Value. There is no additional excess to worry abou.

For our classic and specialist schemes, it depends on your policy, but generally the Agreed Value lasts for one year. You will be notified if you need to provide more photographs or forms. Occasionally, if your policy changes to a new insurance provider through us, you may need to supply the forms again but we would let you know if this is the case.

Once completed, the valuation on our separate Agreed Value Insurance policy runs alongside your motor insurance policy. If your motor insurance policy is cancelled, then cover on your Agreed Value Insurance policy ceases too. The policy will need renewing with your motor insurance policy at expiry.

In most cases, we require seven photographs and an Agreed Value Request Form.

Photographs should be taken after you set the policy up to ensure they are recent.  Your photographs must show each of the following – each side of the vehicle (i.e. one photograph of the driver's side and one of the passenger's side), one photograph of the front of the vehicle, one of the back, one of the engine bay, one of the mileometer and one of the interior.

Please ensure that the vehicle is clean, inside and out before taking the photographs. The photographs should be clear and crisp, with no 'soft-focus' or blurring. There should be no obstructions such as posts, bushes, trees or walls. For some bigger vehicles, such as motorcaravans, it is better to take more than one picture of the interior.

Agreed Value Request Form - This needs to be fully completed in order for the insurers to agree the value you have requested. In the top section, make sure that all of the sections are completed. If they are not relevant, please write 'n/a' in the space provided. In the middle section, you need to specify the condition of various parts of the vehicle, and also detail any modifications and restoration work that the vehicle has had.

Occasionally we will request additional paperwork, such as a purchase receipt, independent valuation or other receipts. These are so our Agreed Value team can further research the value of your vehicle. 

Photographs are essential to assess the condition of your vehicle.

Our in-house team of experts will evaluate your photographs and Agreed Value Request Form. Sometimes it can be tough to place a value on a vehicle based on this alone. In order to help our team come to a decision, we may ask you to provide further paperwork. This could be copies of  receipts and invoices for modifications and restoration work. The more supporting documentation you can supply, the better. Once we have completed our research, we will issue a schedule on behalf of the underwriters with the Agreed Value in place.

The Agreed Value benefit on the vast majority of our specialist and classic schemes is valid for one year, and the £15.00 is only payable if you decide to proceed with the Agreed Value and we issue you a valuation. The fee covers the work the specialist Agreed Value team carry out in assessing your vehicle and changing your policy records. The benefits of having the Agreed Value on your policy outweigh the small fee for the service.

If you have paid for the separate Agreed Value Insurance Policy, the price paid covers the administrative costs and you are not required to pay a further £15.00.

The best thing to do is give us as much detail as possible, including receipts and invoices. You can complete this on extra paper if it can't fit on the form – just make sure you put your reference number on any correspondence to us.

The Agreed Value option on our classic and specialist policies is valid for one year. Each new valuation requires a new Agreed Value Request Form and a new set of photographs in order to reflect the current condition of the vehicle. Occasionally your policy may change to a different insurer who will also want to see new forms and photographs to agree the value. We try to minimise the amount of times you need to provide documents. However, to make sure your valuation is fully valid we must make sure the documents are up to date. 

The Institute of Automotive Engineers have a tool on their website where you can find the closest engineer to you, using your post code. Alternatively, visit www.classiccarvaluations.co.uk, where you will be met with options based on the type of appraisal required. You will have to meet the cost of any valuation yourself. An independent valuation will give you peace of mind that your vehicle has been inspected and assessed 'in the flesh'. Unfortunately we cannot guarantee to honour a valuation from an owners club, or any business that has had prior dealings with your vehicle.

If you have had an owner's club valuation done in the past, by all means send us a copy for our valuation experts to consider. It's always better to have more information about your vehicle's history rather than not enough. However, while we cannot dispute that there is often no one that has a more encyclopedic knowledge of your vehicle than the enthusiasts that run owners clubs, we cannot guarantee to honour an owner's club valuation for an Agreed Value.

Our experts will have worked hard to try and reach your valuation, using a wide variety of research tools, but this is not always possible. If you feel that there is a genuine reason why the valuation should be increased, then please let us know. In order to help us reach your valuation, we will ask you to supply evidence in order to support your claim. We will honour a signed and dated valuation from a member of the Institute of Automotive Engineers or a valuation appraisal from www.classiccarvaluations.co.uk.  Unfortunately we cannot guarantee to honour a valuation from an owners club, or any business that has had prior dealings with your vehicle.

You can now complete your agreed value request online, including uploading photographs, by logging into your MyAdrianFlux account. If you haven't registered for your online account yet, simply call our customer service team who will be able to send you log in details including your password. If you have already registered, click here to log in. The whole process can be completed online, saving you the inconvenience of posting documents to us. If we need anything in addition to the photos and the agreed value form, such as an independent valuation, we will contact you to let you know.

The SmartBox is a new fraud-busting telematics insurance product that turns into an in-car telephone following an accident, providing immediate two-way communication with claims handlers. The SmartBox also tracks motorists' mileage and cuts premiums for those who drive less.

Insurance fraud is reported to add an average of £50 to every motorist's premium, as fake whiplash claims and crash-for-cash scams cost insurers £2.1 billion a year. The ability for claims handlers to communicate directly with those involved at the scene of the accident has many benefits, not only speeding up the claims process, but also providing an immediate record of what happened and how many people are involved, and allowing insurers to speak with the third party at the scene - reducing the opportunity for evidence to be fabricated later.

Our representatives will also be able to speak with witnesses and possibly even members of the emergency services if they have time, all of which will help to stop issues like 'ghost' passengers, where drivers invent extra passengers who all then claim for whiplash injuries.

The SmartBox technology detects an accident and claims handlers automatically call the handset in the car.

The device also records location and speed. If the phone is unanswered following a collision claims handlers can alert emergency services to the location - potentially helping to save lives. This data may be used to determine the circumstances of incidents and claims involving your vehicle.

Unlike other black box telematics systems, the SmartBox neither increases your premium as a result of bad driving nor discounts for good driving, but records the car's annual mileage and is ideally suited to motorists of all ages who drive only a few thousand miles a year. The lower the agreed mileage, the lower the premium, with no curfews or expensive additional premiums for driving on busier A-roads.

Until now, limited mileage policies have typically only been available on classic car insurance, but we feel that those who do fewer miles should pay less. Our SmartBox gives insurers the security of knowing that motorists won't exceed the agreed mileage, leading to cheaper premiums. The fact that drivers are less likely to be the victims of fraudsters also allows them to offer reduced premiums.

Technology is playing an increasingly prominent role in reducing insurance fraud, with in-car cameras also able to give a clear picture of road accidents. If you would like any more information about in-car cameras and they discounts we can provide, please call our quotations team.

The SmartBox is used to record the number of miles the vehicle has travelled during the policy. It is also pre-programmed to make an automated call when the assistance button is pressed or when there has been a large impact detected. This feature should only be used in case of emergency, breakdown or accident as the call will be automatically directed to an emergency call centre who will try to provide advice and assistance appropriate to the circumstances of the call. When the assistance button is pressed the SmartBox will communicate your current location to the operator receiving the call and will allow them to communicate directly with you using the device's in-built microphone and speaker.

You must use this feature immediately to report accidents and incidents that you have been involved in, whether they are your fault or that of another party.

The SmartBox records data which may be used to determine the circumstances of incidents and claims involving your vehicle.

Firstly, you should receive an activation text message. If there are any issues with the SmartBox, you will receive a further text message. You should also see a green flashing light when the vehicle is in motion.

Guide to the SmartBox lights:

GREEN SINGLE FLASH INTERMITTENTLY (approx. once every 10 seconds) - System operating normally

RED ILLUMINATED (FLASHING LIGHT) - Internal Battery requires charging – please attach charging lead

RED ILLUMINATED (SOLID LIGHT) – Battery charging

GREEN ILLUMINATED (SOLID LIGHT) – Battery fully charged

An activation text message is sent to you on the mobile number you provided once the SmartBox has been activated. You must activate it within 72 hours or your policy will first be reduced to third party only cover, and ultimately cancelled.

Your SmartBox could be out of range. The system works on a mobile network so it could be that if it's in a garage, there is no signal to confirm the SmartBox has been charged properly. If this is the case, the vehicle should be taken to an area with a signal, and a text message should then be sent through. If, after 24 hours you have still not received a text message, please contact our customer service team.

You have 72 hours to fit and activate the SmartBox before policy cover changes to third party only. The policy will ultimately be cancelled if the device is not installed properly.

If fitting the SmartBox in this time is causing you problems, call our customer service team on 0844 381 6502.

The SmartBox provider, iTelematiX, send the SmartBox to you using the DPD delivery service. DPD will text you in advance with the expected date and time of delivery. The text message will state the delivery as being a 'iTelematiX SmartBox'. If you will not be at home then you can change the delivery details by replying to the text message.

Failure to take delivery of the SmartBox will lead to additional delivery charges. In order to avoid these charges, please make sure you can take delivery from the DPD delivery service.

We recommend for the SmartBox to be installed in either the bottom right or bottom left of the windscreen, ensuring it does not interfere with your vision. Once the cradle is in place it cannot be removed and may damage the surface of the vehicle if placed anywhere other than the windscreen, so please ensure it is put in the right place.

We do not recommend this. The SmartBox may be an obstruction in the vehicle, and might not be able to get a signal from the mobile networks. We appreciate this may seem out of the way but if the SmartBox is placed correctly on the windscreen it will not be in your way.

Yes, this is very important. We need up to date contact details to be able to text you if there is an issue with the SmartBox, or when it needs charging.

If you decide that you don't want the policy anymore when you receive the SmartBox, you must return it unopened, to Drivenlower, and you will receive a full refund of the cost of the SmartBox (less a £30 administration fee).

If the seal on the packaging is broken, the cost of the SmartBox is non refundable.

Your refund will be based on the amount of mileage you have used during the policy (for example the charge would be 50% if you have used 50% of your mileage allowance), or on a pro-rata basis, whichever is higher. The cost of the SmartBox and data subscription is not refunded. On all refunds we retain our commission and an administration fee.

The cost of the Smartbox and accessories is included in the price you pay for your policy. Once the seal on the packaging is broken, you cannot get a refund and it is therefore your property. If you change your car or replace your windscreen you will need to contact us to buy a new cradle. It is also possible to contact us in order to purchase a new charger.

Unlike most black box telematics systems which need hard-wiring into your vehicle by an engineer, the SmartBox is battery powered. It just needs charging periodically from your cigarette lighter.  A red flashing light will let you know when the device needs charging. If your Smartbox runs out of battery your insurance will be cancelled after 7 days. Charging the Smartbox during this period and calling us can reverse this cancellation notice.

You can buy a mains charger to charge the unit - prices start from around £9.99 and are available from electronic retail outlets. The SmartBox has to be charged while in the cradle is in the car so you may need an extension lead if you do not have a power point near where you park the car.

The SmartBox is pre-programmed to make an automated call when the assistance button is pressed or when there has been a large impact detected. This feature should only be used in case of emergency, breakdown or accident as the call will be automatically directed to an emergency call centre who will try to provide advice and assistance appropriate to the circumstances of the call. When the assistance button is pressed the SmartBox will communicate your current location to the operator receiving the call and will allow them to communicate directly with you using the device's in-built microphone and speaker.

It is possible to lift the SmartBox out of the cradle in order for you, witnesses, or the emergency services to communicate with our representative. You must use this feature immediately to report accidents and incidents that you have been involved in, whether they are your fault or that of another party.

Our SmartBox telematics insurance schemes are perfect if you only drive your car a few thousand miles a year. However, it is important you select the right mileage limit at the start of your policy.

If you exceed the agreed mileage limit you will be required to pay the additional cost for increasing to a more realistic mileage limit. Depending on the terms of your policy, insurance cover could be reduced to third party only and/or cancelled.

The SmartBox records your mileage and can record if your car is involved in an accident. It does not give a discount based on your driving speed.

By creating MyAdrianFlux, we have made it as easy as possible for you to send copies of your documents. We are also happy to receive copies by email, post or fax.

Online:

If you have a private car policy, and have registered for MyAdrianFlux, then the quickest and easiest way to send us your documents is by using your online account.

Email:

Conveniently send your documents as attachments to contact-us@adrianflux.co.uk

FREEPOST:

Send your documents by post, for free, by using our FREEPOST address.

FREEPOST RTGX-KBGU-YLEU

Adrian Flux Insurance Services

East Winch Hall

East Winch

King's Lynn

PE32 1HN

Please send copies of both sides of the photocards. If any have been misplaced, you can send screenshots of the webpage at: www.gov.uk/view-driving-licence: your details, vehicles you can drive and penalties and disqualifications. If the driving licence was issued prior to the introduction of the photocard in 1998, and it is still valid, please send this.

If you are concerned that you will not be able to send us your licence information in the time limit that we have set, please call our customer service department.

If you do send us a licence with the incorrect address on your premium could be increased and we may also ask for additional documentation to certify your address. Your driving licence must show your current address by law. The DVLA will also fine you up to £1,000 if you have the incorrect address on your licence. To apply to change your licence online, click here. If your licence shows the wrong address please apply to correct it immediately, then send us copies of the updated licence when you receive it from the DVLA. The DVLA estimate on their website says that it will take up to three weeks to send you the new licence.

You can only use your no claims bonus on one policy at a time. If you want to apply your no claims discount to your new policy, your previous policy must either be cancelled, or the no claims bonus removed.

Once you have either cancelled your policy, or removed the no claims bonus, you should receive proof from your insurance provider. You can simply forward this to us, or complete the form that we send to you. We will then try to obtain evidence of your no claims bonus over the telephone from your insurance provider.

We offer some policies where a discount is given if your no claims bonus is still active on another policy. As evidence of this, we need a letter from your insurance provider stating your no claims entitlement and that the policy is still active. If you do not have this, you can also complete the form that we send to you.

If you are confused about your no claims bonus our Customer Service Team will be pleased to offer you advice.

The paperwork can only be signed by the policyholder.

You can now complete your agreed value request online, including uploading photographs, by logging into your MyAdrianFlux account. If you haven't registered for your online account yet, simply call our customer service team who will be able to send you log in details including your password. If you have already registered, click here to log in. The whole process can be completed online, saving you the inconvenience of posting documents to us. If we need anything in addition to the photos and the agreed value form, such as an independent valuation, we will contact you to let you know.

We don't want to cancel your policy, but we are obligated to unless the required documents are sent to us before the end of the seven-day notice period. It is therefore important that you do everything you can to make sure we have your documents within those seven days, in order to avoid cancellation.

If you are having difficulty with the documents required, then you should contact us urgently on 0344 381 6502. We will acknowledge receipt of the documents once we have processed them.

If the policy is cancelled:

The full premium is payable if there have been any claims against your policy. Therefore, if you are paying for your policy by Direct Debit, then the remaining balance of your finance agreement will be payable immediately upon cancellation.

If you are paying by Direct Debit, the instalments that you have paid towards your finance agreement will be used against the total cost of your policy. If there is a shortfall then the outstanding balance is payable immediately upon cancellation. However, if you have paid more than the cost of your cover to date, then we will arrange a refund once the policy has been cancelled. Some policies don't allow a refund at cancellation, so the remaining balance of your finance agreement will be payable immediately upon cancellation.

All cancellations are subject to a £25 administration charge. Refunds are processed net of commission or a percentage fee, depending on the insurer. This could be up to 30%. Where applicable, all refunds will be processed to the same credit or debit card that was used to make a payment on the policy.

You should declare to your new insurers, when asked, that policy cancellation has been enforced.

• Acceptable Photographs
  photo_acceptable.pdf, PDF 390KB


• Unacceptable Photographs
  photo_unacceptable.pdf, PDF 390KB

If you are claiming through your own insurance policy your excess will apply under the policy terms outlined in your policy documents. If the accident was not your fault and you have the details of the responsible party your legal cover will be able to assist you in recovering this loss. You will need to supply evidence of the loss, such as the receipt, so that it may be submitted as a claim...

This depends on a number of factors. You must make a claim through your own policy and have comprehensive cover. You would then receive a courtesy car providing you use the approved repairer, subject to availability and only for the duration of the repairs. If your vehicle were written off a courtesy car would not be provided in the above circumstances.

If you have an accident that is not your fault you could be provided with a hire car by your legal cover, irrespective of the cover on your policy.

All of our policies include free legal cover. The legal policy can only help with accidents involving your vehicle. They will help to reclaim any uninsured losses.

Please note if the incident appears to be non-fault and:

• You need a replacement vehicle
• You have suffered an injury
• Your vehicle cannot be driven
• You have incurred uninsured losses
• You are seeking compensation for damage to your belongings

Your legal policy can help you.

We deal with a large number of Insurers and each deals with this differently. We therefore advise that you contact our office on 0344 381 6502 to discuss the procedures of your particular Insurance Company.

This should be forwarded, unanswered, to us. Should we have any questions or requirements we will contact you upon its receipt.

Adrian Flux Claims Department
Motorplus
Kircam House
5 Whiffler Road
Norwich
NR3 2AL

Your Insurer will arrange payment direct with an approved repairer or garage of your own choice. Costs are agreed before work is authorised and you would be expected to pay your policy excess directly to the garage once repairs are complete.

No, you may provide an estimate from a garage of your own choice for approval by your Insurer. You do however forfeit the benefit of a courtesy car should the approved repairer not be used.

Exchange full details with any other party involved, ensuring you note their registration number, then contact us on 0344 381 4420.

In respect of each qualifying accident the sum of £100,000.

When you or your vehicle has been involved in a road traffic accident that has been caused to a greater extent by the fault of another party than by yourself.

"Another party" is defined as:

• The driver, owner or any other person responsible for a vehicle insured against third party risks (other than the driver of your vehicle), or,
• Any other parties so insured

The Motor Legal Expenses policy will cover you and any named driver for up to £100,000 of legal costs to pursue unrecovered losses arising from a non-fault accident, where there are reasonable prospects of success.

Yes, however this only applies if there is a UK handling agent for the third party insurer. Unfortunately if this were not the case your Legal Expenses Cover would not be able to assist you.

It is possible they will be able to assist you if you have been able to obtain the third party's registration number and they are then traced by this means.

Compensation for personal injury is not paid directly by your legal expenses policy, but they can appoint solicitors to represent you in claiming for any injuries and subsequent losses, for example lost earnings, from the negligent party. Again evidence of this would be required but the legal cover can make the necessary arrangements to obtain this proof.

No, there are no costs at all as the Legal Expenses Policy is free of charge and will cover all costs for assistance in claiming from a third party up to a limit of £100,000.

Legal Expenses cover is always a benefit as although you may know a solicitor they may not specialise in Uninsured Loss Recovery. They would also possibly charge you for their assistance.

Should you need to report a new claim please contact our office on 0344 381 4420. The line is open 24/7, 365 days a year.

An excess is an amount payable by you in the event of a claim against your policy for your own damage/loss. Details of specific excesses relating to your policy can be found on your policy schedule.

This depends on a number of factors. You must make a claim through your own policy and have comprehensive cover. You would then receive a courtesy car providing you use the approved repairer, subject to availability and only for the duration of the repairs. If your vehicle were written off a courtesy car would not be provided in the above circumstances.

If you have an accident that is not your fault you could be provided with a hire car by your legal cover, irrespective of the cover on your policy.

Yes, firstly you should contact the repairer in question and tell them of the problems you are experiencing; they should make arrangements for your vehicle to go back to them for the work to be rectified. If you are still not happy, you can contact our office and we will request that your insurers review the matter further.

Most of our motor insurance schemes allow some foreign travel. You should read your policy booklet in conjunction with your certificate and schedule in order to determine the conditions applicable to your own policy.

The policy booklet normally specifies restrictions to the duration and number of trips that you can make during the insurance policy. However, some insurance policies, like some of our bespoke motorhome insurance schemes, allow extended foreign use. This type of exception will be endorsed on your schedule.

Most insurers automatically provide the minimum cover required by law for countries in the European Union (EU) along with Iceland, Liechtenstein, Norway and Switzerland. A Green Card is not required for these countries as your certificate contains the required information. Remember to check the level of cover for any countries that you are planning to drive through in order to reach your destination.

Your insurer will normally extend cover to the same level of cover as shown in your current schedule for countries in the European Economic Area (EEA) so long as your trip is for Social, Domestic and Pleasure purposes, such as a holiday; and that your vehicle is taxed, registered and normally kept in the UK. Your policy booklet will stipulate what you can and cannot use your vehicle for when you are abroad.

There are other countries not in the EEA that are part of the International Green Card system. A full list can be found on the Motor Insurance Bureau (MIB) website. If the policy booklet indicates that these countries are not covered as standard then you should contact us at least 14 days before you travel as we will need to check with your insurer and arrange a Green Card for you. If acceptable, the insurer might make a charge to increase cover to these countries.

If you have a limited mileage policy, you should make sure that foreign travel does not mean that you exceed your annual mileage limit.

When you travel abroad you should take hard copies of your motor insurance certificate and schedule. If you have been issued with a Green Card, for non-EEA travel, then you should take this too.

Unfortunately, you cannot drive abroad on a provisional driving licence or if you have a laid-up policy. If you are in any doubt about what is covered on your policy then you should contact us before travelling.

All of our motor insurance policies include cover for the many unsurfaced public roads and green lanes throughout the UK countryside, known on ordnance survey maps as Byways Open to All Traffic. Your local authority will be able to offer advice on current Byway rights. Be mindful that green lanes are often only passable in a 4x4.

Just like with any other part of the public highway, you should make sure that your insurance certificate includes Third Party cover.

Please follow the Green Lane Association Code of Conduct when you are green laning. For more advice and information, you can read our green laning blog.

We can also cover some off‑road use, defined as driving on private land or private property that has been specifically designed for off‑roading. We cannot include cover for winch events, timed events or racing.

In respect of each qualifying accident the sum of £100,000.

When you or your vehicle has been involved in a road traffic accident that has been caused to a greater extent by the fault of another party than by yourself.

"Another party" is defined as:

• The driver, owner or any other person responsible for a vehicle insured against third party risks (other than the driver of your vehicle), or,
• Any other parties so insured

The Motor Legal Expenses policy will cover you and any named driver for up to £100,000 of legal costs to pursue unrecovered losses arising from a non-fault accident, where there are reasonable prospects of success.

Yes, however this only applies if there is a UK handling agent for the third party insurer. Unfortunately if this were not the case your Legal Expenses Cover would not be able to assist you.

It is possible they will be able to assist you if you have been able to obtain the third party's registration number and they are then traced by this means.

Compensation for personal injury is not paid directly by your legal expenses policy, but they can appoint solicitors to represent you in claiming for any injuries and subsequent losses, for example lost earnings, from the negligent party. Again evidence of this would be required but the legal cover can make the necessary arrangements to obtain this proof.

No, there are no costs at all as the Legal Expenses Policy is free of charge and will cover all costs for assistance in claiming from a third party up to a limit of £100,000.

Legal Expenses cover is always a benefit as although you may know a solicitor they may not specialise in Uninsured Loss Recovery. They would also possibly charge you for their assistance.

An excess is an amount payable by you in the event of a claim against your policy for your own damage/loss. Details of specific excesses relating to your policy can be found on your policy schedule.

Breakdown cover can be purchased after the policy has been taken out. Click here to purchase breakdown cover. Please note that the cover does not start until 24 hours after purchase and does not cover any existing breakdown.

Personal accident cover can be bought up to 14 days after the policy has been taken out. Please call our customer service team

When you take out the breakdown cover we send you a booklet confirming what you're covered for, however if you have not received this then don't hesitate to contact our customer service department and we will be more than willing to get a duplicate sent.

The cover provided is as follows:

• The insured vehicle is covered for UK and European roadside assistance and recovery, and the cover also includes a home start service
• The European cover is restricted to a maximum of 31 days in a row, and a maximum of 60 days in total
• The driver plus up to 5 passengers can be recovered
• There is no refund in the event of cancellation after the first 14 days, and there is no cover in force for the first 24 hours

When you take out the personal accident benefit we send you a booklet confirming what you're covered for, however if you have not received or have mislaid this, then don't hesitate to contact our customer service department and we will be more than willing to get a duplicate sent.

The cover provided is as follows:

• This gives the policyholder and each of his/her passengers extra personal accident cover (in addition to any that may already be included by the insurer)
• Each occupant is covered for £10,000 for accidental death, or £20,000 for total disablement
• The policy has a maximum total payable of £150,000
• There is no refund in the event of cancellation after 14 days

If you are comprehensively insured, windscreen cover is included under your policy subject to the policy excess, depending if it can be a windscreen repair or needs to be replaced.

If you are only covered third party, fire and theft windscreen cover is not covered under your policy.

A green card is no longer issued by Insurance Companies for when taking your vehicle abroad. All details regarding European cover are now incorporated into the Insurance Certificate.

When adding an additional driver/named driver to your policy we will require the below details:

1. Date of birth
2. Occupation
3. Details of any accidents/claims/convictions in the last 5 years
4. Details of any medical conditions
5. If they have their own car
6. Use they require the vehicle for, i.e. commuting, social domestic and pleasure
7. How long they have held a full UK licence
8. How long they have been a UK resident
9. Marital status

When adding temporary drivers to your policy we will require the above details also, and insurers have a small fee per week they are covered. Please note temporary drivers can only be added for the maximum of four weeks in each Insurance year and whether they can be covered on your policy is dependant on a number of factors.

When adding additional drivers to your policy the maximum number of drivers you can add is three per policy.

Most Insurers have a minimum age applied to a policy. This age can start between 17 - 21 years. It can be dependant on the type of vehicle that is insured or the type of policy the owner holds. As different insurers have varied terms and minimum ages it is always best to contact us or refer to your policy booklet.

If you take your vehicle off road you can either cancel your policy, continue with the insurance or we can offer a laid up policy. A laid up policy covers the vehicle whilst it is kept off the road in a garage at your home address. When the vehicle is ready to go back on the road the cover can then be changed to include road use under the policy on most policies. The laid up policy does depend on the insurer you are currently insured with, therefore if you are with an insurer that does not offer this benefit, you would need to cancel your existing policy and begin a new annual policy with laid up cover.

We do offer limited mileage policies. You can choose to limit your mileage when you first take out your policy, or at the renewal stage. You receive a discount for limiting your mileage to an agreed amount. We simply ask you to let us know the mileage at the beginning and the end of the policy. Should you exceed the mileage that the quotation was based on, the discount will no longer apply and you will be charged an additional premium.

Our Renewals Team will contact you by post or by email two weeks before your renewal is due. We offer an automatic renewal on most of our policies, whether you are paying by a credit/debit card, or by direct debit. Your renewal letter will clearly state if your policy is to be automatically renewed.

For any queries on your renewal, please contact our Renewals Team on 0344 381 6512. They can offer advice on suitable policies if your needs have changed, as well as the many other additional policies that Adrian Flux offer.

If you take out, renew or change your vehicle you will always be sent a new certificate by email or by post, depending on your preference.

Residents of Great Britain and Northern Ireland can tax their vehicle online, by phone or at the Post Office. For more information click here.

Within Great Britain, you will no longer be asked for your insurance certificate at the Post Office. However, residents of Northern Ireland will still be required to produce an insurance certificate or cover note at the Post Office. If you need a hard copy of your insurance certificate, you can request a new copy here.

Residents of Great Britain and Northern Ireland can tax their vehicle online, by phone or at the Post Office. For more information click here.

Within Great Britain, you will no longer be asked for your insurance certificate at the Post Office. However, residents of Northern Ireland will still be required to produce an insurance certificate or cover note at the Post Office. If you need a hard copy of your insurance certificate, you can request a new copy here.

We release your policy documents on the day that your policy commences. They are either sent by post or by email, depending on your preference.

Choosing to have your documents sent to you by email is not only quicker, but also kinder to the environment. You can also keep a copy of your documents handy without having to find space for them in the house.

We offer the Royal Mail Special Delivery service for customers who choose to have their documents issued to them by post, and would like to guarantee delivery. There is a charge for this service.

The insurance company's premium is all that is displayed on their documents, however when you take out or renew a policy with us you will also pay our charge, and possibly for optional extras you have taken out with us.

In some cases not all the endorsements displayed on the schedule apply to your policy. Usually at the top of this section it will confirm which endorsements apply to you, however if you are still unsure then please get in touch.

By creating MyAdrianFlux, we've made it as easy as possible for you to send your documents to us. However, we are more than happy for you to email, post or fax them too.

Online:

If you have registered for MyAdrianFlux, then the quickest and easiest way to send us your documents is by using your online account.

Email:

Conveniently send your documents as attachments to contact-us@adrianflux.co.uk.

Post:

Send copies of your documents by post, for free, by using our FREEPOST address.

FREEPOST RTGX-KBGU-YLEU

Adrian Flux Insurance Services

East Winch Hall

East Winch

King's Lynn

PE32 1HN

We can also accept faxed documents. Please use 0844 888 0101. However, try and avoid using fax machines for colour or detailed documents, such as photographs or photocard driving licences as it could cause delays.

Commuting use is an extension of social, domestic and pleasure. Therefore where your policy wording states commuting, you are covered for social, domestic and pleasure use too.

If your certificate states that you are covered for personal business use, you are also covered for social, domestic and pleasure use too.

As you will not be using your vehicle on the road, and third party or liability cover is not included with your laid-up insurance policy; a policy certificate is not required. Instead, we issue confirmation of laid-up cover, for information purposes only. For full details of your insurance policy, please refer to the policy wording and schedule.

Cheques should be made payable to Adrian Flux Insurance.

Premium Credit provides finance to enable you to spread the cost of your insurance by paying in smaller and more convenient regular instalments via Direct Debit.

By registering with MyPremiumCredit online, you will be able to read, understand and agree to the terms as well as electronically sign your credit agreement. You will also be able to make changes to your bank details and view correspondence and payment details without the need to contact Premium Credit separately. Visit MyPremiumCredit.com to register. If you have registered at MyAdrianFlux, you can also access MyPremiumCredit via your MyAdrianFlux account.

You are able to make any changes to your bank details or your address by using MyPremiumCredit. You will need to be registered to do this.

You can register and log in to MyPremiumCredit where you will be able to view this information. If you have registered at MyAdrianFlux, you can also access MyPremiumCredit via your MyAdrianFlux account.

We can sometimes change a payment date to something more suitable, but there are some restrictions. If we are able to change the payment date for you, we can only do this once during your policy term. Please call us to discuss your options.

If your payment is rejected, Premium Credit will normally reapply between 6-8 working days later along with the default fee. If the second attempt is also rejected, you will need to contact Premium Credit to arrange a card payment for your missed payment. They will write to you to let you know when your payment is required to avoid cancellation of your credit agreement. If Premium Credit cancels your credit agreement, this will result in cancellation of your insurance policy.

If your payment is rejected because of an issue with your Direct Debit mandate, Premium Credit may not reapply for payment. In this instance they will write to you requesting you contact them to make a payment.

Yes, it is a policy requirement to download the FluxScore app. Failing to download the app will lead to your policy being cancelled. 

The link below provides a step by step guide to downloading, registering and using your FluxScore app.

https://youtu.be/AT_ApIiTZ8U

Your data can only be accessed via your app and portal. We will not give any information over the phone in relation to your driving data. 

If requested to do so by a court order or by law, we will provide the data collected by your Smartbox to organisations other than our agents. 

You have 72 hours to fit and activate the Smartbox before policy cover changes to third party only. The policy will ultimately be cancelled if the device is not installed properly.

If fitting the Smartbox in this time is causing you problems, call our customer service team on 0344 381 6502.

We should be notified of all amendments that would affect your policy. If you are in doubt, it is best to notify us anyway, as a claim could be affected if any of your information is incorrect. For example, if you obtain a motoring conviction we should always be advised as soon as possible.

Depending on the type of conviction, fixed penalty notice or endorsement, your policy may be terminated. We would give you seven days' notice. As long as you inform us of any motoring convictions, fixed penalties or endorsements and they do not cause the cover to be terminated; your FluxScore app will include them in your renewal premium. 

You must also inform us if you have an accident, whether it is your fault or otherwise, or if a claim is likely to be made against your policy. The indicative renewal premium shown on your FluxScore app is based on any accidents or claims being settled 100% non-fault before the policy's renewal date. If you would like an indication of your renewal premium including a pending or fault accident or claim, you should contact us. 

Yes, this is very important. We need up to date contact details to be able to text you if there is an issue with the Smartbox, or when it needs charging.

An activation text message is sent to you on the mobile number you provided once the Smartbox has been activated. You must activate it within 72 hours or your policy will first be reduced to third party only cover, and ultimately cancelled.

Your Smartbox could be out of range. The system works on a mobile network so it could be that if it's in a garage, there is no signal to confirm the Smartbox has been charged properly. If this is the case, the vehicle should be taken to an area with a signal, and a text message should then be sent through. If, after 24 hours you have still not received a text message, please contact our customer service team.

Drive safely!

The Smartbox will track driving behaviour for the duration of the policy term regardless of who is driving the vehicle. If anyone else is going to drive your vehicle we recommend telling them that your vehicle has a telematics device that will track and record their driving behaviour, which could affect your renewal premium. 

The Smartbox will record your driving data via your Smartbox to determine your driving behaviour and to provide you with a projected renewal premium. Safe driving will reduce your projected renewal premium. The premium will be displayed on your app as a summary of your journeys. 

When you check your score on the FluxScore app, there are three different figures shown.

The first is what effect yesterday's driving has had on your next renewal. 

The second is what your next renewal would be if your policy renewed today.

The third is what your next renewal premium would be if you achieved the maximum saving every day between now and your renewal date.

There is a maximum saving that you can achieve each day. Your best renewal premium is based on you getting this maximum saving every day for the remainder of your policy. 

For example – if the maximum daily saving is £1.00 and you were to then save 50p, rather than the full £1.00, then your best possible renewal rate would now be 50p higher than it was the previous day. 

Alerts will be issued to you if your Smartbox records that your driving behaviour is below the threshold. The type of alert is dependent on the exact type of driving behaviour at the time. The alerts are as follows;

•Alert 1 – negative score issued.

•Alert 2 – negative score issued, more serious issue, will eventually lead to policy suspension or cancellation.

•Alert 3 – negative score issued, serious issue, policy suspended. 

If Alert 3 is issued, the scoring system is disabled. You should call us immediately as your insurance policy could be in danger of cancellation. 

If your FluxScore account is suspended we will conduct a review into your driving behaviour. After this review either the suspension will be lifted, or your policy would be cancelled. We recommend that you contact us if you notice that your account is suspended and you have not yet heard from us.

It is a condition of this insurance policy that your Smartbox is fitted and charged at all times. If your Smartbox has no power your cover will reduce to Third Party Only and, if you still do not charge the Smartbox, your policy could be cancelled. 

Yes, but unless you receive an email telling you otherwise you will need to call us immediately when the call centre opens. Our Customer Service department are open Monday to Friday 09.00 – 17.30, and Saturday 09.00 – 13.00.

If you are driving a different vehicle to the one that we are insuring then you do not need to use the Smartbox.

That none of your information has changed. Your renewal premium will therefore be based on one additional year's no claims bonus, in addition to all of the information that you have provided to us. 

Yes. Subject to your policy running for the full term, and no accidents or claims being reported, you will earn one year of No Claims Bonus. 

The onus is on you as the user to provide suitable evidence if you believe the basis of your data is incorrect. 

We use reasonable endeavours to ensure the data is accurate and to correct any errors or omissions as soon as possible after being notified of them. However, we do not guarantee that the data will be fault free and we do not accept any liability for any errors or omissions.

The premiums shown on your FluxScore app are accurate, as long as we have your correct information your renewal premium will be correct.

The projected renewal premium is based on you continuing with a FluxScore policy that would continue to monitor your driving. 

Firstly, you should receive an activation text message. If there are any issues with the Smartbox, you may receive a further text message. You should also see a green flashing light when the vehicle is in motion.

Guide to the Smartbox lights:

GREEN SINGLE FLASH INTERMITTENTLY (approx. once every 10 seconds) - System operating with sufficient battery

RED ILLUMINATED (FLASHING LIGHT) - Internal Battery requires charging – please attach charging lead

RED ILLUMINATED (SOLID LIGHT) – Battery charging

GREEN ILLUMINATED (SOLID LIGHT) – Battery fully charged (a green solid light will only be displayed with the charger inserted)

The Smartbox provider, iTelematiX, send the Smartbox to you using the DPD delivery service. The Smartbox is sent using a Fully Tracked Delivery Service (Monday-Friday). DPD will send you a notification e-mail and/or text message with the expected date and time of delivery. The text message will state the delivery as being a 'iTelematiX parcel' If you will not be at home then you can change the delivery details by following the link to the DPD website within the text message/through the DPD email.

On the morning of delivery you will receive another notification e-mail and text message to advise an expected one-hour time slot for your delivery. At this point you can change the delivery date or opt to have the package 1) left with a specified neighbour, 2) Collect from the local depot or 3) delivered to a DPD Pick-Up shop.

Failure to take delivery of the Smartbox will lead to additional delivery charges. In order to avoid these charges, please make sure you can take delivery from the DPD delivery service or follow the link in the text message to arrange delivery to a preferred neighbour/ DPD Pick-Up shop.

We recommend for the Smartbox to be installed in either the bottom right or bottom left of the windscreen, ensuring it does not interfere with your vision. Once the cradle is in place it cannot be removed and may damage the surface of the vehicle if placed anywhere other than the windscreen, so please ensure it is put in the right place.

No. The Smartbox may be an obstruction in the vehicle, and might not be able to get a signal from the satellites and mobile networks. We appreciate this may seem out of the way but if the Smartbox is placed correctly on the windscreen it will not be in your way.

If you decide that you don't want the policy anymore when you receive the Smartbox, you must return it unopened, to iTelematiX, and you will receive a full refund of the cost of the Smartbox (less a £30 administration fee).

If the seal on the packaging is broken, the cost of the Smartbox is non-refundable. You may return it to iTelematiX for disposal in line with Waste Electrical and Electronic Equipment recycling (WEEE) regulations.

The cost of the Smartbox and accessories is included in the price you pay for your policy. Once the seal on the packaging is broken, you cannot get a refund and it is therefore your property. If you change your car or replace your windscreen you will need to contact us to buy a new cradle. It is also possible to contact us in order to purchase a new charger.

Unlike most black box telematics systems which need hard-wiring into your vehicle by an engineer, the Smartbox is battery powered. It just needs charging periodically from your cigarette lighter.  A red flashing light will let you know when the Smartbox needs charging. If your Smartbox runs out of battery your insurance will be cancelled after 7 days. Charging the Smartbox during this period and calling us can reverse this cancellation notice.

You can buy a mains charger to charge the Smartbox - prices start from around £9.99 and are available from electronic retail outlets. The Smartbox has to be charged while seated in the cradle in the car so you may need an extension lead if you do not have a power point near where you park the car.

The Smartbox is pre-programmed to make an automated call when the assistance button is pressed or when there has been a large impact detected. This feature should only be used in case of emergency, breakdown or accident as the call will be automatically directed to an emergency call centre who will try to provide advice and assistance appropriate to the circumstances of the call. When the assistance button is pressed the Smartbox will communicate your current location to the operator receiving the call and will allow them to communicate directly with you using the device's in-built microphone and speaker.

It is possible to lift the Smartbox out of the cradle in order for you, witnesses, or the emergency services to communicate with our representative. You must use this feature immediately to report accidents and incidents that you have been involved in, whether they are your fault or that of another party.

The box will need to remain in the insured vehicle at all times. The only times the box should be removed from the vehicle is if the vehicle has been changed, or the policy has cancelled or lapsed. 

NCB can allow quite a large discount as it shows a good driving history. This must be proven to allow the discount. Unfortunately, insurance fraud is on the increase and we want to protect our clients from price rises caused by it by verifying documents such as NCB, driving licences and other important information.

This stands for "No Claims Bonus". You earn a year of NCB for every full year of a policy in which no claims are made either by you or a third party. Some policies, such as classic car policies, are not based on NCB and so at the end of such a policy you would not have gained any NCB. Only the main policyholder earns NCB. NCB is also sometimes referred to as NCD - No Claims Discount.

If you are unsure of how many years of NCB you have, you need to speak to your most recent insurance company and ask for details. If you have more than one vehicle insured at a time, you can't add the two lots of NCB together to make additional years - they remain as two separate amounts of NCB.

In the majority of cases, the NCB that you use to gain a discount on your policy with us must have been earned on a policy in your name. If the policy was in someone else's name, but you were the named driver, you would not have earned your own NCB. You may qualify for an introductory discount instead, so please let us know if this is the case when you are getting your quotation.

Very occasionally NCB can be transferred to another person, however, you would need to discuss this with the quotations clerk who is dealing with your quotation prior to you accepting the policy. This is not common practice though and would only be available if the underwriters of the policy agree.

We advise discussing your NCB options in detail before accepting your quotation, so we can find the most appropriate policy for you depending on your driving experience.

You can only use your no claims bonus on one policy at a time. We do, however, offer policies that allow a discount if you have no claims bonus on another policy. This is called an "Introductory Discount" and is usually only given if you are claim free.

If your NCB expired over 2 years before the start date of your policy, you generally cannot use it. Please ensure that you discuss this with us when getting your quotation, as an additional premium would need to be paid if your NCB cannot be used if your quotation was based on it being in date.

There are some policies where NCB is not earned, but they will allow you to keep it up to date. If you are unsure about this, speak to the provider of the policy you had and ask. Of course, it is best to discuss your NCB options in detail before accepting your quotation, so we can find the most appropriate policy for you depending on your driving experience.

We need to know what country your NCB was earned in as it can affect your quotation. The majority of underwriters will accept NCB only from the United Kingdom. We do have some schemes where we can accept NCB from other selected countries, so it is important that we are informed of the origins of your NCB before you accept the quotation. We can then make sure you have the right policy for your driving experience.

The best thing to do is give our specialist Change of Vehicle team a call to discuss your options. The process is quicker if you have the new registration number to hand. However if this is not possible, please try and have as much information about the new vehicle as possible as this will help us get you a more accurate quote and avoid delays.

Our insurance experts will be able to scour our range of specialist insurance schemes to help you find the best deal possible. For example; if you are currently taking advantage of the benefits of a classic car policy, but you are buying a van, then it is likely you will need to take up a new policy on a more appropriate scheme. However, if your new vehicle is similar to your old one then it is likely you can continue with the same policy.

You can arrange with our insurance experts for the change to take place at a time that suits you, even if we are not open when the change is to happen. We will arrange the change in cover and send your new certificate which will be effective from your chosen date and time. Just give our team a call on 0344 381 6502 to arrange cover for a new vehicle.

No. We are a specialist insurance broker and it would not sit right with us to charge for this. We can arrange for your new registration number to be updated from your chosen date and time. We will email or post your new documents to you as soon as possible.

We will send your renewal invitation, by post or email, around two weeks before the renewal is due. However, we can offer a price for your renewal up to thirty days in advance of the renewal date. This is to make sure that the price we give you will not change.

Your existing insurer may well be willing to reduce your premium if we can demonstrate that their rates are no longer competitive. We also have access to a wide range of alternative insurance schemes which give us the opportunity to beat the price of cheaper quotes on most occasions. Please call us with full details and our insurance experts will do their best to fulfil your insurance requirements for another year.

With your details already on our records we are aware of your insurance needs and are in a good position to provide you with the service that you require. It is likely that you will have to spend less time arranging another policy with us and have to provide less documentation.

With over 40 years experience in arranging insurance for every kind of vehicle imaginable – and some you probably couldn't imagine - we have insurance schemes to suit most situations. Even if your current insurance policy is not suitable for your new circumstances, we can use our expertise to help you find a competitive premium and the most suitable alternative insurance scheme available.

For example; if you have made a Statutory Off Road Notification (SORN) on your vehicle you can still benefit from the peace of mind that our specialist laid-up schemes offer. Even when unused and parked in a garage, vehicles can be damaged by accident or by fire and can even be targeted by criminals.

For many people it's convenient to relax knowing that they don't have to worry about calling us to renew their policy. 

It also makes it harder for our customers to inadvertently become an uninsured driver, with the consequent legal and financial implications that a conviction for driving without insurance will attract. Since Continuous Insurance Enforcement (CIE) was introduced in 2011, it is illegal to own a vehicle without it being insured, unless it is subject to a Statutory Off Road Notification (SORN). This initiative was introduced to combat the high numbers of uninsured drivers. We wouldn't want you to fall foul of the law for the sake of an honest mistake so our automatic renewal option helps to make sure there is no break in cover for you. 

We will arrange the payment in accordance with our renewal invitation, which we send around two weeks prior to the renewal date by email or post. In the unusual event of there being a problem with your renewal, we will let you know in plenty of time.

If your vehicle is declared SORN, why not enquire about one of our specialist laid-up policies. Even when unused and parked in a garage, vehicles can be damaged by accident or by fire and can even be targeted by criminals. Laid-up policies can be considerably cheaper than 'road risk' policies.

Not all policies can be renewed automatically. Please check your renewal invitation for more information on your own renewal.

In addition to premiums charged by insurers, we make charges to cover the administration of your policies. For new policies and renewals, we charge up to £100.

Our fees and charges reflect the costs of administering your policy and are reasonable when compared with other brokers and intermediaries. We have access to a wide range of insurance schemes which give us the opportunity to beat the price of cheaper quotes on most occasions. Our insurance experts may ask for full details of your quote in order to re-quote your renewal.

Even if your motoring convictions have been removed from your driving licence, there are some insurers on our panel who may use convictions up to five years old to calculate a premium.

It is similar with your claims history. While some insurers are only interested in claims from within the last three years, others may use claims up to five years old, regardless of whether the claim was made against you or another driver.

By collecting full details of your claims and convictions over a five year period we can be sure that we are able to find you the best quote available from amongst the full range of providers on our panel.

Yes. It may still be possible for the proposed policy to be arranged. Even if it is not possible to reverse the cancellation, we can usually arrange an alternative competitive policy, suited to your circumstances. Call us on 0344 381 6512 for one of our dedicated specialists to do everything that they can to help you find the a suitable quotation.

As long as you can confirm that none of the previously supplied information has changed, we can simply use the existing details held on our records. It may also be possible to use some of the documentation that you have provided in the past, which will minimise any inconvenience to you. It is unlikely that you will have to experience all of the time consuming tasks associated with arranging a new policy.

We think it is very wise to have protected NCB if it is available. While it protects your NCB in the event of a claim, the insurer could still increase the premium, due to your recent driving history or other factors.

Your NCB will be lost if a claim has occurred, for which your insurance company has made payments to or on behalf of you. It may, in some circumstances, be possible for the NCB entitlement to be reinstated if you agree to pay any costs and withdraw the claim.

Under normal circumstances your NCB entitlement will become invalid if it remains unused for a set period of time. Where this is the case, you will not be entitled to any NCB thereafter. Each insurance company has a different time scale in which your NCB can be issued and will expire, but the majority will allow two years.

Under normal circumstances a classic policy will not earn NCB entitlement. A classic policy is typically identified as covering an older vehicle with restricted annual mileage.

Possibly. Your NCB entitlement will be reduced if an accident has occurred, for which your insurance company has made payments to or on behalf of you. The entitlement will remain on the reduced level until they receive full reimbursement for the costs, typically from a third party's insurance company. It may be possible for the NCB entitlement to be reinstated in the event of a fault accident if you agree to pay any costs.

Yes. However, you will receive the appropriate refund if the NCB entitlement is reinstated. It may be possible, if a policy is arranged with us and we are certain that the entitlement will be reinstated, to make arrangements for an instalment plan so that you only pay the premium calculated on the reinstated entitlement.

While information provided may not be false, we will often investigate further in certain situations. For example, an address check could show a different address for you on the electoral roll. Of course, you may have just moved or failed to update your address, but we would need to check. We may also not be able to find your garage on a street-view website, but it could be that it is not easily visible. Sometimes, people don't realise they have to disclose an accident if there was no claim made, however, these can appear on the CUE database. Of course, we realise that some non-disclosures are not deliberate and do happen from time to time, however, we raise these queries in order to protect both our honest clients and our insurance companies, therefore hoping to keep insurance premiums as low as possible.

Applying a limited mileage restriction to a policy will often reduce your premium. As a result, we may query the mileage requested if it seems low – especially in comparison to the use required, the type of vehicle and the age or occupation of the policyholder. For example, a policy with 1500 miles per annum and commuting to work use, where the policyholder only has one vehicle, would seem like an unusually low mileage compared with an average person. This could be correct, an error on your part or even a deliberate misrepresentation to achieve a lower quotation, but by raising this as a query we can ensure that the mileage requested is accurate and sufficient for your needs.

We ask for driving licences on all policies purchased via online sources and this is to check not only motoring convictions, but also your date of birth, full names, driving restrictions and country issued. The address on your driving licence must also match the address which you have disclosed to us as your home address. If it doesn't, please update this before sending the driving licence to us and as quickly as possible. You can do this on the DVLA's website.

Information about updating driving licences in Northern Ireland can be found here.

Information about updating Jersey driving licences can be found here

Information about updating Guernsey driving licences can be found here

You can also read our blog about why we ask for driving licences here.

As well as affecting your insurance premium or cover, you could be fined up to £1000 if your driving licence doesn't show your current address. You must send your check code to us along with a copy of both sides of your photocard. This is for all drivers named on the policy.

We often check street-view websites to see if properties have garages or driveways – especially for those clients who live in large cities or flats. Occasionally, we cannot see the parking arrangements as the policyholder has described and if this could have an impact on the premium payable we will query this to ensure that your premium and cover are correct. If your vehicle is garaged at a different postcode to your home address, it is important that you inform us of this scenario before you purchase a policy with us.

We check all drivers/riders details on the Claims and Underwriting Exchange (CUE) database.  Any accidents and claims, even if nothing was paid for by your insurance company, will show on this database.  You may have already received a letter if we have found a match on the CUE, however, if your policy has just started you can contact us to let us know the details. You will need to provide us with the following information:

• The date of the incident
  
• The type of incident (e.g. fire, theft, accident)
  
• Brief circumstances for the incident
  
• How much was claimed for your own costs
  
• How much was claimed by any third parties for their costs.
  

If you don't know this information, you will need to contact the insurance company that insured you at the time of the incident.  Previous accidents or claims can often affect the insurance premium, but we will inform you if there are any charges payable or changes to your insurance premium.

We charge a £35 fee for processing any mid-term amendments to your policy which we have had to make because the information you gave us, or facts which you omitted to mention when asked, directly resulted in the risk being misrepresented to the insurer and therefore required significant additional administration to correct. This amount is also in addition to any amount charged by your insurance company for making changes.

Your employment status is likely to have an effect on your insurance premium. Our Houseperson Declaration asks a few questions about whether you are claiming any benefits and so allows us to assess whether you need to disclose your occupation as unemployed as opposed to a househusband or housewife.

This is so that we can confirm that you live at the address disclosed as your home address. We will only ask for this if our checks gives us reason to doubt that you live at the address stated. For example, you have had quotes at more than one address or you have no credit history at the address stated. If there is a reason why your address differs, please contact our customer service department.  Please note that even if there is a reasonable explanation provided you may still need to provide a recent utility bill. One of the following items must be provided to us:

• Council Tax Bill (showing the client's details)
  
• Tenancy Agreement or Mortgage Statement
  
• Utility Bill (Gas, Electric, Water, TV licence etc)
  
• A bank or building society statement
  
• A typed tenancy agreement
  
• Any letter from the government (HMRC)
  
• Any letter from the NHS
  
• Your most recent pay slip
  

We request a photograph of the odometer to confirm the mileage of the vehicle at the beginning of the policy. This is normally due to the policy being on a low or restricted mileage basis.

Having no claims bonus can significantly reduce the cost of a policy. We therefore need evidence of this from your most recent insurance company in order to allow this discount. Proof of no claims bonus should show your name, address, the expiry date of the policy, the amount of no claims bonus earned (in years), any accidents or claims, the registration number, and the insurance company's (not just the broker's) details. If the no claims bonus is different to the information provided when applying for the quotation, your premium may be affected. Please note, the expiry date shown on your no claims bonus must not overlap with your new policy.  This is because it cannot be used on two policies at once - even for a short period of time. However, we may also request proof of any no claims bonus earned on your other vehicle – this will be to allow an introductory discount and does not mean that the no claims bonus must be removed from your other policy.

We require a letter from your employers so that we can confirm your employment status and occupation. The letter should be on official paper with contact details for your employer, so that we may contact them if we need to. We may request this if there is a discrepancy in the occupation that you have provided on your new policy when compared to an occupation previously entered on an alternative quotation. We may also have found information during our checks which could indicate that your occupation is disclosed incorrectly.

The reason for cancellation should be shown on your cancellation letter. Please contact our customer service team to discuss the cancellation of your policy further. It may be that the information that we have found during our searches is no longer acceptable to your insurers. We will be able to discuss this further, and recommend that you get in touch as soon as possible.

How you use your vehicle has an effect on your insurance premium. Our Usage Declaration gives you examples of the types of use that are available on a motor insurance policy. You need to name the driver next to the type of use they require. If you are unsure, you can call us to discuss the use of the vehicle.

Any letter requesting documents should state the amount of time that you have to return them to us. You should try to get them to us as soon as possible to avoid cancellation.

Unless we have specified that you need to send the original, copies are fine. Please make sure that the copy is not obscured in any way and is readable in all parts.

If you can't provide proof of your no claims bonus you will need to pay the additional premium due, as your policy was quoted based on a discount for the amount of years no claims bonus that you had. Some policies will not accept zero no claims bonus so we may have to cancel your current policy and look for an alternative insurance company from our panel. As it depends on the type of policy you have, we would recommend you call us to discuss your options.

If you don't have any no claims bonus, you may still get a discount if you have no claims bonus on another vehicle. We would therefore need proof of this in the same way that we request proof of no claims bonus. Failure to provide it would mean paying an increased premium or your policy being cancelled, depending on the type of policy that you have.

If it is a requirement to have security fitted to your vehicle you will need to prove this to your insurance company. We would advise that you firstly contact us to see if you need security, or a specified level of security (like Thatcham Category 1 immobiliser) before going any further. If you do need to prove the security, you may need to get an expert to assess your vehicle and provide documentation to prove what is fitted and that it is working.

Most insurance policies need the vehicle to be owned and registered to the policyholder. The vehicle registration documents will confirm this to us.

We will send your renewal invitation, by post or email, around two weeks before the renewal is due. However, we can offer a price for your renewal up to thirty days in advance of the renewal date. This is to make sure that the price we give you will not change.

Your existing insurer may be willing to reduce your premium if we can demonstrate their price is not competitive. We have access to a wide range of insurance schemes which give us the opportunity to beat the price of cheaper quotes on most occasions.

With your details already on our records we are aware of your insurance needs and are in a good position to provide you with the service that you require. It is likely that you will have to spend less time arranging another policy with us and have to provide fewer documents.

For many people it's convenient to relax knowing that they don't have to worry about calling us to renew their policy.

We will arrange the payment in accordance with our renewal invitation, which we send around two weeks prior to the renewal date by email or post. In the unusual event of there being a problem with your renewal, we will let you know in plenty of time.

Not all policies can be renewed automatically. Please check your renewal invitation for more information on your own renewal.

In addition to premiums charged by insurers, we make charges to cover the administration of your policies. For new policies and renewals, we charge up to £100.

Our fees and charges reflect the costs of administering your policy and are reasonable when compared with other brokers and intermediaries. We have access to a wide range of insurance schemes which give us the opportunity to beat the price of cheaper quotes on most occasions. Our insurance experts may ask for full details of your quote in order to re-quote your renewal.

Yes. It may still be possible for the proposed policy to be arranged. Even if it is not possible to reverse the cancellation, we will usually be able to arrange an alternative competitive policy suited to your circumstances. Call 0344 381 6515 and one of our dedicated specialists will be pleased to help you find a suitable quotation.

This would depend on the type of item and the value as they may need to be specified on the policy to be covered. Please call us on 0344 381 6515 with full details.

There is often a small annual increase to allow for general inflation.

Yes. We offer many different types of cover for your home or contents. Click here for more information.

Please call us on 0344 381 6515 with full details and our insurance experts will do their best to fulfil your insurance requirements for another year.

Yes. It is very important you let us know before any building or renovation work starts so we can make sure your property is fully covered. Not all policies provide cover during building or renovation work, but some insurers will apply additional charges or terms. Please call us on 0344 381 6515 with full details so we can discuss your insurance requirements.

Unlike motor insurance, where the NCB discount is normally reduced in the event of a claim; NCB is usually removed completely when a claim is made on your home insurance.

As long as you can confirm that none of the previously supplied information has changed, we can simply use the existing details held on our records. It may also be possible to use some of the documentation that you have provided in the past, which will minimise any inconvenience to you. It is unlikely that you will have to experience all of the time consuming tasks associated with arranging a new policy.

As the name implies, buildings insurance is intended to protect your home's structure, including permanent fittings, such as kitchen units, bathrooms, wiring, plumbing, doors and windows from damage or loss. Wear and tear is not covered, as you are responsible for maintenance of your property. Your furniture and other items are not covered - for this you will need a contents insurance policy.

Typically, buildings insurance offers cover for a range of risks including damage from fire, storm, flood, earthquake, lightning, explosions, landslips, subsidence and heave, theft, falling trees, objects falling from aircraft, impact from vehicles or aircraft, riots, vandalism, water leakage, oil leakage, etc. You may also be covered for your liability in the event of damage to other people or their property, accidental damage to utilities and glass replacement, but, as ever, policies vary from provider to provider, so you should check your policy documents for full details, or speak to an adviser.

This depends on the policy. In many cases sheds, garages, boundary walls and other ancillary structures are covered, but this is not so for all policies, or may attract an extra cost. It is best to confirm your cover with an adviser if in doubt.

Legally, not necessarily - if you have a mortgage, your mortgage provider will probably insist on it, although you are not obliged to use their recommended insurer and you will probably save money if you shop around. As your home is probably your biggest investment, you should protect it.

There are many factors that affect the price of insurance cover, but if you are using the insurer recommended by your mortgage provider you can probably save money by shopping around. As a broker, Adrian Flux, has access to dozens of home insurance providers and can find you the most appropriate cover for your situation at a competitive price. If the cost seems high, don't be afraid to ask about ways to cut the price of the premium.

Some insurers include 'blanket cover' for the rebuild insurance on the house. What this means is that the cover will be a blanket figure of up to, say, £500,000. If your rebuild costs are likely to be much lower, ask for a quote for insurance based on that specific figure - it may save you money. If you switch insurers, be sure to give an accurate rebuild cost estimate - if you supply a higher (blanket) figure you'll be paying extra for nothing. Always be sure not to skimp on rebuild cover though, as the true costs only become apparent in the event of a claim - the Royal Institute of Chartered Surveyors have a rebuilding cost calculator.

No. As a renter, though, you should consider tenants contents cover, but your landlord should pay for landlords building insurance.

Because of the perceived extra risk of fire and high replacement costs. In reality owners tend to be aware of the extra risk and often take extra precautions. Some providers are happy to insure thatched properties, though there will be a premium to cover the risk.

Basically, yes - provided there's an engineer's report to confirm that any problem has been sorted permanently. Using a specialist broker is the best way to find cover for properties affected by subsidence. Properties that have been underpinned due to building regulations, as a result of an extension rather than structural movement, are a lot easier to insure and a full report may not be necessary. However, some sort of documented proof will usually be requested.

No, Insurers can and will charge you for the time that you have had on cover with them. We will also retain the arrangement fee you paid for setting up the policy. Cancelling within the 14 days just means you are not liable to pay further cancellation charges or commission charges.

Yes, as long as there have been no claims made your current period of insurance. Please be aware some insurers may only allow a percentage refund as opposed to a pro-rata (proportionate) refund. They may also have a minimum charge for the time you have been on cover. If your cover exceeds 8 months some insurers may not allow any refund. Please refer to your policy booklet for full information and contact us if you would like any further help with the charges outlined.

Cheques should be made payable to Adrian Flux Insurance.

Premium Credit provides finance to enable you to spread the cost of your insurance by paying in smaller and more convenient regular instalments via Direct Debit.

By registering with MyPremiumCredit online, you will be able to read, understand and agree to the terms as well as electronically sign your credit agreement. You will also be able to make changes to your bank details and view correspondence and payment details without the need to contact Premium Credit separately. Visit MyPremiumCredit.com to register. If you have registered at MyAdrianFlux, you can also access MyPremiumCredit via your MyAdrianFlux account.

You are able to make any changes to your bank details or your address by using MyPremiumCredit. You will need to be registered to do this.

You can register and log in to MyPremiumCredit where you will be able to view this information. If you have registered at MyAdrianFlux, you can also access MyPremiumCredit via your MyAdrianFlux account.

We can sometimes change a payment date to something more suitable, but there are some restrictions. If we are able to change the payment date for you, we can only do this once during your policy term. Please call us to discuss your options.

If your payment is rejected, Premium Credit will normally reapply between 6-8 working days later along with the default fee. If the second attempt is also rejected, you will need to contact Premium Credit to arrange a card payment for your missed payment. They will write to you to let you know when your payment is required to avoid cancellation of your credit agreement. If Premium Credit cancels your credit agreement, this will result in cancellation of your insurance policy.

If your payment is rejected because of an issue with your Direct Debit mandate, Premium Credit may not reapply for payment. In this instance they will write to you requesting you contact them to make a payment.

Our address is:

Adrian Flux Insurance
East Winch Hall
East Winch
King's Lynn
Norfolk
PE32 1HN

Please see our contact information.

Please see our contact information.

Our opening times are as followng:

• Customer Service (Including Changes to your Policy): Monday - Friday 9.00am - 5.30pm
• Renewals: Monday - Friday 9.00am - 5:30pm
• New Quotations and Policy Sales: Monday - Friday 9.00am - 7.00pm
• All departments are open on a Saturday from 9.00am until 4.00pm. 

This cover is called Trace and Access. Please refer to your policy wording to see if this is included or call us on 0344 381 6505.

In some cases insurers will offer a discount for having certain levels of security. However, some insurers require a certain level of security due to the postcode area or your claims experience and in these cases no discount would be given. We will tell you at the time of the quotation if a certain level of security is a requirement on your policy.

Yes, we can offer a policy on this basis. Please contact us on 0808 077 2266 if you would like a quotation.

Yes, we would ask for some information when taking your details and provide a quotation accordingly. Please contact us on 0808 077 2266 if you would like a quotation.

In very cold weather, the water that flows through pipes can become frozen. This causes it to expand and potentially burst the pipe open.

No, the builder should cover this for you. You will need to advise us before building works start should you have any building works planned at your property.

Usually an insurance company states these must be on all accessible windows. This will include all windows on the ground floor and on the upper floors which adjoin flat roofs or down piping.

You must advise us of any flooding within 400m of your property that was within the last 25years. If the flooding in your area ticks these two boxes your insurers must be told. They will need to know what caused the flooding and what preventative measures have been put in place since the flood.

This is usually claimed under the peril of Escape of Water on your policy. Flooding is caused by watercourses, blocked drains and rises in the water tables.

Your policy wording should state if you have home emergency cover included in your policy. However, we also sell this as an additional benefit, which would not be mentioned in your policy booklet. If you purchased home emergency cover as an additional benefit we would have sent you a separate policy for this. If you are unsure, please call us on 0344 381 6505 and we can advise you if the benefit is either included, or has been purchased as an additional extra.

You would need to contact our office on 0344 381 6505. If we are closed, please click here to access our home insurannce claims page. This contains telephone numbers for our home insurance providers.

• Firstly, remove as much excess water as possible. You can either do this with towels on an aqua vac, but you must not use a normal household vacuum cleaner.
• Open your windows and doors if possible to ventilate the property as much as possible.
• Remove any furniture possible from the water logged area. To stop water being absorbed into the bottom of furniture legs, use a saucer or tin foil.
• If you have a coloured rug on top of a carpet, remove it quickly and place somewhere where there is no risk of the colour running and staining.
• If the floor under carpets is polished wood or parquet, carpets should be taken up. Be careful of gripper rods when removing the carpets, especially where young children are present, as they can be very sharp. Keep the carpets for inspection in the event of a claim.

• Arrange somewhere that you and the members of your household, including pets, can stay if you need to leave your home. Ensure that there is a way that you can contact your emergency accommodation if you need them.
• Make a flood emergency kit with all of the essentials that you would need, as well as important documents. We would suggest ensuring that you have a torch and radio (remember to have working batteries in both), warm, protective clothing, blankets, a first aid kit, disinfectant and detergent and thick refuse sacks. Make sure that any essential medication and accessories needed are always at hand. You will also need to ensure you have access to fresh water, food and a can opener so make sure that these are packed. If you have young children, also ensure that you have any of their essentials such as nappies and feeding items.
• You may want to consider moving your car to either higher ground or somewhere not at risk of flood.
• Prepare a few sandbags or use plywood to block doorways and air-bricks to help prevent water getting inside. In an emergency you can make sandbags using old pillowcases or plastic carrier bags filled with sand or earth.
• Put your curtains over the curtain rail to avoid flood damage at the bottom.
• If you cannot move furniture that is at risk, empty it of its contents and move them higher, for example upstairs or into a loft.
• Reduce the potential for damage to both electrical and sentimental, irreplaceable items by moving them to high areas.
• If you have time, roll up carpets and rugs and put them in a safe place.

• If emergency repairs are needed because your home is currently not safe, arrange the repairs as soon as possible. Be sure to ask the person undertaking the work for an itemised invoice as this would be needed for any claim.
• If the damage is extensive, try and take a photograph(s) before it is repaired. This will help the insurers with any claim.
• Keep a note of all emergency numbers for your essential services, including your insurer for claims purposes. If you have a mobile phone, also ensure that you store emergency numbers on it.
• If your utility supplies are affected, contact your supplier immediately for assistance. Their number is usually at the top of your bills or on their website.
• Make sure that you call your insurer as soon as possible to make a claim.

Even though your home insurance covers you for damage, it can't replace the time you have lost in your home or the effort that you have made to deal with the aftermath of a problem. It is worthwhile to take some small steps to prepare your home to minimise any losses and therefore stresses following an incident.

In freezing weather the following steps should be taken to protect your home;

• Set your heating to 15degrees so that your pipes are never cold enough to freeze.
• If you are going away in a cold spell, ask your neighbours or family to check on your home.
• Ensure that your boiler is serviced so that it doesn't fail while you are away, causing your heating to fail
• Make sure that your pipes are lagged, particularly in the loft, near your boiler and in the garage. If there is anywhere else where pipes could potentially get very cold you should also lag them.
• Make sure that your home is well insulated, as maintaining heat will help to prevent pipes bursting, as well as reducing your energy bills.
• Repair dripping taps, as these can be a major cause of burst pipes. The water builds up in the tap when dripping, and in very cold weather, could freeze and subsequently burst the tap.
• Open the loft hatch so that warm air can reach your loft.

Even though your home insurance covers you for damage, it can't replace the time you have lost in your home or the effort that you have made to deal with the aftermath of a problem. It is worthwhile to take some small steps to prepare your home to minimise any losses and therefore stresses following an incident.

To help prevent your pipes from freezing you should take the following steps;

• Make sure all pipes and tanks in the loft space are fully lagged.
• Find your main stopcock and ensure that you can turn it off and on. If you have a water meter, the 'off' switch is normally on the meter. The meter is usually just outside your house, but your water provider should be able to tell you if you are unsure.
• Repair dripping taps, as these can be a major cause of burst pipes. The water builds up in the tap when dripping, and in very cold weather, could freeze and subsequently burst the tap.
• Check your loft insulation is thick enough and in good condition. If you maintain the temperature in your home you will have less chance for your pipes to freeze.
• Open the loft trap door to allow warm air to reach the loft.
• Leave your heating on to maintain an air temperature of at least 5c (40F) especially if you are away for more than a day or two during the winter months.

You can call us on 0344 381 6505 or email us at household@adrianflux.co.uk. Please email us from the email address registered to your policy.

You can call us on 0344 381 6505 or email us at household@adrianflux.co.uk. Please note we may contact you for additional information on the new property.

You can call us on 0344 381 6505 or email us at household@adrianflux.co.uk. Please email us from the email address registered to your policy.

You can call us on 0344 381 6505 or email us at household@adrianflux.co.uk. Please email us from the email address registered to your policy.

You can call us on 0344 381 6505 or email us at household@adrianflux.co.uk. Please email us from the email address registered to your policy.

You can call us on 0344 381 6505 or email us at household@adrianflux.co.uk. Please email us from the email address registered to your policy.

You can call us on 0344 381 6505 or email us at household@adrianflux.co.uk. Please email us from the email address registered to your policy.

Yes, you would need to contact us on 0344 381 6505 to make this amendment.

Yes, you would need to contact us on 0344 381 6505 to make this amendment.

Yes, you would need to contact us on 0344 381 6505.

Yes, you would need to contact us on 0344 381 6505.

You can call us on 0344 381 6505, email us at household@adrianflux.co.uk or amend your policy via our website.

You can call us on 0344 381 6505, email us at household@adrianflux.co.uk or amend your policy via our website.

You can call us on 0344 381 6505, email us at household@adrianflux.co.uk or amend via our website.

Yes, we offer policies for this cover. Please contact us on 0808 077 2266 if you would like a quotation.

Yes, we offer policies for this cover. Please contact us on 0808 077 2266 if you would like a quotation.

Yes, we offer cover for unoccupied properties. Please contact us on 0808 077 2266 if you would like a quotation.

No, I'm afraid we cannot offer this type of cover.

We cover a variety of policy types - Owner Occupied, Landlords, Second Homes, Holiday Homes, Unoccupied properties, Bed & Breakfast and Tenants contents. Please contact us on 0808 077 2266 (freephone) if you would like a quotation.

Yes, we can offer a policy on this basis, provided that you own the contents of the flat and that it is not a rented fully furnished property. Please contact us on 0808 077 2266 if you would like a quotation.

Yes, we can offer this cover if you are a Landlord renting out your furnished property. We can also offer this cover if you are the tenant, however, we can only provide cover for your contents (not the Landlords) and some cover for 'Tenants liability'. Please contact us on 0808 077 2266 if you would like a quotation.

Yes, we offer this cover. Please contact us on 0808 077 2266 if you would like a quotation.

Yes, we can offer this cover. Please contact us on 0808 077 2266 if you would like a quotation.

Yes, we offer policies for this cover. Please contact us on 0808 077 2266 if you would like a quotation.

Yes, you would need to contact us on 0344 381 6505 to make this amendment

Yes, you would need to contact us on 0344 381 6505 

Yes, we can offer this cover. Please contact us on 0808 077 2266 if you would like a quotation.

Yes, all our policies will cover contents on a 'new for old' basis.

No, we ask you to specify items over £1000 in value or any collections of a high value. Please refer to your policy wording for what percentage limit you have on your policy for valuables within the home.

Some insurers give cover for bicycles within the home as standard with contents cover. However, there would be limits as to how much you can claim. If you need cover away from the home you would need to specify this. Please refer to your schedule and policy wording in order to see whether you have this cover.

You would need to specify that you need cover for bicycles with most insurers so this would not be covered within the personal possessions section unless specified. Please refer to your schedule and policy wording for details of your cover or call us on 0344 381 6505 if you would like us to check this for you.

Each policy differs, so please refer to your policy wording and schedule or call us on 0344 381 6505 if you would like us to check this for you.

Please refer to your policy wording or call us on 0344 381 6505 if you would like us to check this for you.

Most insurers cover computers within the home under the contents section. Please refer to your policy wording or call us on 0344 381 6505.

Each policy differs, so please refer to your policy wording to check your cover or call us on 0344 381 6505.

Yes. You must advise us of them though to ensure that they are covered and we will advise you of any terms applied.

Some insurers give this cover as standard with contents cover. Please refer to your policy wording to check if you have this cover or call us on 0344 381 6505 if you are unsure.

For the rebuild cost of the property either a mortgage valuation or a survey will provide this. For the contents it would be down to you to provide an accurate figure.

You would need to contact our office on 0344 381 6505. If we are closed, please click here *hyperlink* to access our home insurance claims page. This contains telephone numbers for our home insurance providers.

Yes, as long as you have contents cover selected and your contents sum insured is sufficient enough to include them. Every policy has a different level of cover, so check your policy wording under the contents section to see how much cover you have. Alternatively you can call us on 0344 381 6505 to check the cover you have.

Televisions fall under the definition of contents. You should therefore make sure that your contents sum insured is sufficient to include them.

No, we do not provide this cover.

Most policies include cover for your bicycle if the bicycle is stolen from your home (including its garages or outbuildings) and this would be covered under the Contents section. Each Insurer gives different limits for this cover, so please check your policy wording. If the bicycle is stolen while away from your home, it will only be covered if Pedal Cycle cover has been selected under the 'All risks' or 'Personal possessions' section - this cover is an optional extra.

You may be able to get some level of cover under your policy but will need to speak to us. Please contact our office on 0344 381 6505 to confirm the level of cover.

Typically, contents insurance will cover your posessions within your home, including most furniture and non-permanent fixtures, as well as carpets. Optionally certain items may also be covered away from the home.

Contents insurance will reimburse you for your losses if your belongings are damaged by fire, storm, flood, earthquake, lightning, explosions, vandalism, water leakage, oil leakage, etc. or if they are stolen in a break in.There is usually the option to add cover for accidental damage.

With contents cover "New for Old" is actually the basic policy and "Accidental Damage" would be the most usual upgrade. With contents insurance insurers will always replace damaged goods with new, where possible and in fact the upgrade is only making reference to the perils covers as opposed to the way a policy is paid out. The term "standard" is used in conjunction with buildings insurance and is essentially exactly the same as ?new for old? on contents. Even a "New for Old" policy will normally have Accidental Damage cover for your TV, stereo and desk top computer, although beware as some no frill policies have come on to the market recently that don't offer this protection.

A standard contents cover will pay out in the event of damage due to a range of causes, as above. Some policies also include cover for items damaged by you or others in your household accidentally. Whilst this is standard on some policies, on others it is an option, and the extra cover offered can obviously have an impact on price. Check on the policy wording, though, because many new for old contents policies will include accidental damage to certain items anyway. TVs, stereos and desktop computers are often covered for accidental damage already, without having to pay anything extra.

No, you can take out separate policies. However, it's nearly always cheaper to insure building and contents together as a package.

You'll need to check your policy. Assuming it does offer protection, make sure it's enough to cover the items you commonly take away, the amount of cover can often be increased if you require it.

You would need to have 'all risks' or 'personal possessions' cover in order to be covered for this. Please refer to your policy wording for your limits of cover and whether your insurer gives worldwide or EU cover.

Most policies include cover for your bicycle if the bicycle is stolen from your home (including its garages or outbuildings) and this would be covered under the Contents section. Each Insurer gives different limits for this cover, so please check your policy wording. If the bicycle is stolen while away from your home, it will only be covered if Pedal Cycle cover has been selected under the 'All risks' or 'Personal possessions' section - this cover is an optional extra.

You would need to specify that you need cover for bicycles with most insurers so this would not be covered within the personal possessions section unless specified. Please refer to your schedule and policy wording for details of your cover or call us on 0344 381 6505 if you would like us to check this for you.

Please refer to your policy wording or call us on 0344 381 6505 if you would like us to check this for you 

No, we ask you to specify items over £1000 in value or any collections of a high value. Please refer to your policy wording for what percentage limit you have on your policy for valuables within the home.

Each policy differs, so please refer to your policy wording and schedule or call us on 0344 381 6505 if you would like us to check this for you 

Televisions fall under the definition of contents. You should therefore make sure that your contents sum insured is sufficient to include them.

No, we do not provide this cover.

Yes, we will ask questions relating to your previous claims history at the time of your quotation. We will then take these into account when calculating your quotation. Please contact us on 0808 077 2266 if you would like a quotation.

You would need to contact your insurance company for a claims update. Refer to your policy wording for their claims number or click here for a list of numbers. You can also call us on 0344 381 6505 and we can point you in the right direction.

No. This is not available on our policies.

When a claim is made the no claims discount is lost completely from the section or sections affected only.

Your policy wording should state if you have legal cover included in your policy. However, we also sell this as an additional benefit, which would not be mentioned in your policy booklet. If you purchased legal cover as an additional benefit we would have sent you a separate policy for this. If you are unsure, please call us on 0344 381 6505 and we can advise you if the benefit is either included, or has been purchased as an additional extra.

Your policy wording should state if you have home emergency cover included in your policy. However, we also sell this as an additional benefit, which would not be mentioned in your policy booklet. If you purchased home emergency cover as an additional benefit we would have sent you a separate policy for this. If you are unsure, please call us on 0344 381 6505 and we can advise you if the benefit is either included, or has been purchased as an additional extra.

You would need to contact our office on 0344 381 6505. If we are closed, please click here to access our home insurannce claims page. This contains telephone numbers for our home insurance providers.

Yes, there will be a standard excess on each policy. This will show on your schedule or in the policy wording. If you would like to discuss your excess please give us a call on 0344 381 6505 and we will be happy to go through it with you.

Each policy will always have a standard excess. You can choose whether you would like a voluntary excess applied in order to receive a discounted premium. This would generally need to be agreed at the start of the policy or at the renewal.

This is normally covered as standard with buildings cover, however please refer to your policy wording.

In very cold weather, the water that flows through pipes can become frozen. This causes it to expand and potentially burst the pipe open.

During periods of heavy prolonged rain, listen to local radio or television or even check applications on your mobile phone for flood warnings. You can also call the Environment Agency's Floodline on 0845 988 1188 or check the Environment Agencies website.

Yes, we offer policies for this cover. Please contact us on 0808 077 2266 if you would like a quotation.

Yes, we offer policies for this cover. Please contact us on 0808 077 2266 if you would like a quotation.

Yes, we offer cover for unoccupied properties. Please contact us on 0808 077 2266 if you would like a quotation.

Yes, we can offer policies for properties with non-standard construction. Please contact us on 0808 077 2266 if you would like a quotation.

Yes, we can offer a policy on a thatched property. Please contact us on 0808 077 2266 if you would like a quotation.

Yes. Depending on how long ago the subsidence happened, we may require a full structural engineers report to enable us to offer cover including subsidence. Please contact us on 0808 077 2266 if you would like a quotation.

Yes. Depending on how long ago the underpinning took place and the reason for this, we may require a full structural engineers report to enable us to offer cover including subsidence. Please contact us on 0808 077 2266 if you would like a quotation.

Yes, we can offer a policy on this basis. Please contact us on 0808 077 2266 if you would like a quotation.

Yes. Please contact us on 0808 077 2266 if you would like a quotation.

Yes, we will ask questions relating to your previous claims history at the time of your quotation. We will then take these into account when calculating your quotation. Please contact us on 0808 077 2266 if you would like a quotation.

Yes, we would ask for some information when taking your details and provide a quotation accordingly. Please contact us on 0808 077 2266 if you would like a quotation.

Yes, either for clerical or full business use. If you will be working from home please contact our office on 0344 381 6505 to confirm whether the type of work will be acceptable to your insurance company

Yes, however you will need to call us for a quotation first on 0808 077 2266.

Yes, as long as you have the cardholder's permission.

Insurance is not just rated on the property details but on your personal details as well, as discounts can be given for age, claims history and many more factors.

We can offer policies in Northern Ireland. I'm afraid we can't cover Southern Ireland.

Yes, we can offer cover in both. Please contact us on 0808 077 2266 if you would like a quotation.

Yes. You will need to specify if you would like your mortgage company noted.

Most insurers index link their buildings and contents, however please call us on 0344 381 6505 so we can double-check this for you.

Yes, we can offer this cover.

We cover a variety of policy types - Owner Occupied, Landlords, Second Homes, Holiday Homes, Unoccupied properties, Bed & Breakfast and Tenants contents. Please contact us on 0808 077 2266 (freephone) if you would like a quotation.

No, the builder should cover this for you. You will need to advise us before building works start should you have any building works planned at your property.

This could be due to personal circumstances, such as a claim in the current policy year or if you have made any changes to your policy. There have also been rate increases across the market in recent times.

You can contact our Household Department on 0344 381 6505.

Most insurers give 30 days cover as standard, or more days but with terms or restricted cover. Please refer to your policy wording or contact us on 0344 381 6505.

We need to know about any trees within 10 metres of your property (including outbuildings and garages). We need to know about these even if they are not on your land. We need to know the types of trees, the height of the trees and how far away they are from your property.

Garages, sheds and outbuildings used for domestic purposes, that are on your land are covered under your buildings policy.

Yes, either for clerical or full business use. If you will be working from home please contact our office on 0344 381 6505 to confirm whether the type of work will be acceptable to your insurance company.

Most of our policies do not include Accidental Damage cover as standard. If you do not have this cover, this can be purchased as an optional extra depending on the type of policy you have.

Most insurers give 30 days cover as standard, or more days but with terms or restricted cover. Please refer to your policy wording or contact us on 0344 381 6505

Most of our motor insurance schemes allow some foreign travel. You should read your policy booklet in conjunction with your certificate and schedule in order to determine the conditions applicable to your own policy.

The policy booklet normally specifies restrictions to the duration and number of trips that you can make during the insurance policy. However, some insurance policies, like some of our bespoke motorhome insurance schemes, allow extended foreign use. This type of exception will be endorsed on your schedule.

Most insurers automatically provide the minimum cover required by law for countries in the European Union (EU) along with Iceland, Liechtenstein, Norway and Switzerland. A Green Card is not required for these countries as your certificate contains the required information. Remember to check the level of cover for any countries that you are planning to drive through in order to reach your destination.

Your insurer will normally extend cover to the same level of cover as shown in your current schedule for countries in the European Economic Area (EEA) so long as your trip is for Social, Domestic and Pleasure purposes, such as a holiday; and that your vehicle is taxed, registered and normally kept in the UK. Your policy booklet will stipulate what you can and cannot use your vehicle for when you are abroad.

There are other countries not in the EEA that are part of the International Green Card system. A full list can be found on the Motor Insurance Bureau (MIB) website. If the policy booklet indicates that these countries are not covered as standard then you should contact us at least 14 days before you travel as we will need to check with your insurer and arrange a Green Card for you. If acceptable, the insurer might make a charge to increase cover to these countries.

If you have a limited mileage policy, you should make sure that foreign travel does not mean that you exceed your annual mileage limit.

When you travel abroad you should take hard copies of your motor insurance certificate and schedule. If you have been issued with a Green Card, for non-EEA travel, then you should take this too.

Unfortunately, you cannot drive abroad on a provisional driving licence or if you have a laid-up policy. If you are in any doubt about what is covered on your policy then you should contact us before travelling.

In respect of each qualifying accident the sum of £100,000.

When you or your vehicle has been involved in a road traffic accident that has been caused to a greater extent by the fault of another party than by yourself.

"Another party" is defined as:

• The driver, owner or any other person responsible for a vehicle insured against third party risks (other than the driver of your vehicle), or,
• Any other parties so insured

The Motor Legal Expenses policy will cover you and any named driver for up to £100,000 of legal costs to pursue unrecovered losses arising from a non-fault accident, where there are reasonable prospects of success.

Yes, however this only applies if there is a UK handling agent for the third party insurer. Unfortunately if this were not the case your Legal Expenses Cover would not be able to assist you.

It is possible they will be able to assist you if you have been able to obtain the third party's registration number and they are then traced by this means.

Compensation for personal injury is not paid directly by your legal expenses policy, but they can appoint solicitors to represent you in claiming for any injuries and subsequent losses, for example lost earnings, from the negligent party. Again evidence of this would be required but the legal cover can make the necessary arrangements to obtain this proof.

No, there are no costs at all as the Legal Expenses Policy is free of charge and will cover all costs for assistance in claiming from a third party up to a limit of £100,000.

Legal Expenses cover is always a benefit as although you may know a solicitor they may not specialise in Uninsured Loss Recovery. They would also possibly charge you for their assistance.

An excess is an amount payable by you in the event of a claim against your policy for your own damage/loss. Details of specific excesses relating to your policy can be found on your policy schedule.

Breakdown cover can be purchased after the policy has been taken out. Click here to purchase breakdown cover. Please note that the cover does not start until 24 hours after purchase and does not cover any existing breakdown.

Personal accident cover can be bought up to 14 days after the policy has been taken out. Please call our customer service team

When you take out the breakdown cover we send you a booklet confirming what you're covered for, however if you have not received this then don't hesitate to contact our customer service department and we will be more than willing to get a duplicate sent.

The cover provided is as follows:

• The insured vehicle is covered for UK and European roadside assistance and recovery, and the cover also includes a home start service
• The European cover is restricted to a maximum of 31 days in a row, and a maximum of 60 days in total
• The driver plus up to 5 passengers can be recovered
• There is no refund in the event of cancellation after the first 14 days, and there is no cover in force for the first 24 hours

When you take out the personal accident benefit we send you a booklet confirming what you're covered for, however if you have not received or have mislaid this, then don't hesitate to contact our customer service department and we will be more than willing to get a duplicate sent.

The cover provided is as follows:

• This gives the policyholder and each of his/her passengers extra personal accident cover (in addition to any that may already be included by the insurer)
• Each occupant is covered for £10,000 for accidental death, or £20,000 for total disablement
• The policy has a maximum total payable of £150,000
• There is no refund in the event of cancellation after 14 days

If you are comprehensively insured, windscreen cover is included under your policy subject to the policy excess, depending if it can be a windscreen repair or needs to be replaced.

If you are only covered third party, fire and theft windscreen cover is not covered under your policy.

A green card is no longer issued by Insurance Companies for when taking your vehicle abroad. All details regarding European cover are now incorporated into the Insurance Certificate.

When adding an additional driver/named driver to your policy we will require the below details:

1. Date of birth
2. Occupation
3. Details of any accidents/claims/convictions in the last 5 years
4. Details of any medical conditions
5. If they have their own car
6. Use they require the vehicle for, i.e. commuting, social domestic and pleasure
7. How long they have held a full UK licence
8. How long they have been a UK resident
9. Marital status

When adding temporary drivers to your policy we will require the above details also, and insurers have a small fee per week they are covered. Please note temporary drivers can only be added for the maximum of four weeks in each Insurance year and whether they can be covered on your policy is dependant on a number of factors.

When adding additional drivers to your policy the maximum number of drivers you can add is three per policy.

Most Insurers have a minimum age applied to a policy. This age can start between 17 - 21 years. It can be dependant on the type of vehicle that is insured or the type of policy the owner holds. As different insurers have varied terms and minimum ages it is always best to contact us or refer to your policy booklet.

If you take your vehicle off road you can either cancel your policy, continue with the insurance or we can offer a laid up policy. A laid up policy covers the vehicle whilst it is kept off the road in a garage at your home address. When the vehicle is ready to go back on the road the cover can then be changed to include road use under the policy on most policies. The laid up policy does depend on the insurer you are currently insured with, therefore if you are with an insurer that does not offer this benefit, you would need to cancel your existing policy and begin a new annual policy with laid up cover.

We do offer limited mileage policies. You can choose to limit your mileage when you first take out your policy, or at the renewal stage. You receive a discount for limiting your mileage to an agreed amount. We simply ask you to let us know the mileage at the beginning and the end of the policy. Should you exceed the mileage that the quotation was based on, the discount will no longer apply and you will be charged an additional premium.

Our Renewals Team will contact you by post or by email two weeks before your renewal is due. We offer an automatic renewal on most of our policies, whether you are paying by a credit/debit card, or by direct debit. Your renewal letter will clearly state if your policy is to be automatically renewed.

For any queries on your renewal, please contact our Renewals Team on 0344 381 6512. They can offer advice on suitable policies if your needs have changed, as well as the many other additional policies that Adrian Flux offer.

We will send your renewal invitation, by post or email, around two weeks before the renewal is due. However, we can offer a price for your renewal up to thirty days in advance of the renewal date. This is to make sure that the price we give you will not change.

Your existing insurer may well be willing to reduce your premium if we can demonstrate that their rates are no longer competitive. We also have access to a wide range of alternative insurance schemes which give us the opportunity to beat the price of cheaper quotes on most occasions. Please call us with full details and our insurance experts will do their best to fulfil your insurance requirements for another year.

With your details already on our records we are aware of your insurance needs and are in a good position to provide you with the service that you require. It is likely that you will have to spend less time arranging another policy with us and have to provide less documentation.

With over 40 years experience in arranging insurance for every kind of vehicle imaginable – and some you probably couldn't imagine - we have insurance schemes to suit most situations. Even if your current insurance policy is not suitable for your new circumstances, we can use our expertise to help you find a competitive premium and the most suitable alternative insurance scheme available.

For example; if you have made a Statutory Off Road Notification (SORN) on your vehicle you can still benefit from the peace of mind that our specialist laid-up schemes offer. Even when unused and parked in a garage, vehicles can be damaged by accident or by fire and can even be targeted by criminals.

For many people it's convenient to relax knowing that they don't have to worry about calling us to renew their policy. 

It also makes it harder for our customers to inadvertently become an uninsured driver, with the consequent legal and financial implications that a conviction for driving without insurance will attract. Since Continuous Insurance Enforcement (CIE) was introduced in 2011, it is illegal to own a vehicle without it being insured, unless it is subject to a Statutory Off Road Notification (SORN). This initiative was introduced to combat the high numbers of uninsured drivers. We wouldn't want you to fall foul of the law for the sake of an honest mistake so our automatic renewal option helps to make sure there is no break in cover for you. 

We will arrange the payment in accordance with our renewal invitation, which we send around two weeks prior to the renewal date by email or post. In the unusual event of there being a problem with your renewal, we will let you know in plenty of time.

If your vehicle is declared SORN, why not enquire about one of our specialist laid-up policies. Even when unused and parked in a garage, vehicles can be damaged by accident or by fire and can even be targeted by criminals. Laid-up policies can be considerably cheaper than 'road risk' policies.

Not all policies can be renewed automatically. Please check your renewal invitation for more information on your own renewal.

In addition to premiums charged by insurers, we make charges to cover the administration of your policies. For new policies and renewals, we charge up to £100.

Our fees and charges reflect the costs of administering your policy and are reasonable when compared with other brokers and intermediaries. We have access to a wide range of insurance schemes which give us the opportunity to beat the price of cheaper quotes on most occasions. Our insurance experts may ask for full details of your quote in order to re-quote your renewal.

Even if your motoring convictions have been removed from your driving licence, there are some insurers on our panel who may use convictions up to five years old to calculate a premium.

It is similar with your claims history. While some insurers are only interested in claims from within the last three years, others may use claims up to five years old, regardless of whether the claim was made against you or another driver.

By collecting full details of your claims and convictions over a five year period we can be sure that we are able to find you the best quote available from amongst the full range of providers on our panel.

Yes. It may still be possible for the proposed policy to be arranged. Even if it is not possible to reverse the cancellation, we are usually able to arrange an alternative competitive policy, suited to your circumstances. Call us on 0344 381 6512 for one of our dedicated specialists to do everything that they can to help you find the best possible quotation for your situation.

As long as you can confirm that none of the previously supplied information has changed, we can simply use the existing details held on our records. It may also be possible to use some of the documentation that you have provided in the past, which will minimise any inconvenience to you. It is unlikely that you will have to experience all of the time consuming tasks associated with arranging a new policy.

We think it is very wise to have protected NCB if it is available. While it protects your NCB in the event of a claim, the insurer could still increase the premium, due to your recent driving history or other factors.

Your NCB will be lost if a claim has occurred, for which your insurance company has made payments to or on behalf of you. It may, in some circumstances, be possible for the NCB entitlement to be reinstated if you agree to pay any costs and withdraw the claim.

Under normal circumstances your NCB entitlement will become invalid if it remains unused for a set period of time. Where this is the case, you will not be entitled to any NCB thereafter. Each insurance company has a different time scale in which your NCB can be issued and will expire, but the majority will allow two years.

Possibly. Your NCB entitlement will be reduced if an accident has occurred, for which your insurance company has made payments to or on behalf of you. The entitlement will remain on the reduced level until they receive full reimbursement for the costs, typically from a third party's insurance company. It may be possible for the NCB entitlement to be reinstated in the event of a fault accident if you agree to pay any costs.

Yes. However, you will receive the appropriate refund if the NCB entitlement is reinstated. It may be possible, if a policy is arranged with us and we are certain that the entitlement will be reinstated, to make arrangements for an instalment plan so that you only pay the premium calculated on the reinstated entitlement.

Our opening times are as followng:

• Customer Service (Including Changes to your Policy): Monday - Friday 9.00am - 5.30pm
• Renewals: Monday - Friday 9.00am - 5:30pm
• New Quotations and Policy Sales: Monday - Friday 9.00am - 7.00pm
• All departments are open on a Saturday from 9.00am until 4.00pm. 

Our address is:

Adrian Flux Insurance
East Winch Hall
East Winch
King's Lynn
Norfolk
PE32 1HN

Please see our contact information.

Please see our contact information.

Cheques should be made payable to Adrian Flux Insurance.

Premium Credit provides finance to enable you to spread the cost of your insurance by paying in smaller and more convenient regular instalments via Direct Debit.

By registering with MyPremiumCredit online, you will be able to read, understand and agree to the terms as well as electronically sign your credit agreement. You will also be able to make changes to your bank details and view correspondence and payment details without the need to contact Premium Credit separately. Visit MyPremiumCredit.com to register. If you have registered at MyAdrianFlux, you can also access MyPremiumCredit via your MyAdrianFlux account.

You are able to make any changes to your bank details or your address by using MyPremiumCredit. You will need to be registered to do this.

You can register and log in to MyPremiumCredit where you will be able to view this information. If you have registered at MyAdrianFlux, you can also access MyPremiumCredit via your MyAdrianFlux account.

We can sometimes change a payment date to something more suitable, but there are some restrictions. If we are able to change the payment date for you, we can only do this once during your policy term. Please call us to discuss your options.

If your payment is rejected, Premium Credit will normally reapply between 6-8 working days later along with the default fee. If the second attempt is also rejected, you will need to contact Premium Credit to arrange a card payment for your missed payment. They will write to you to let you know when your payment is required to avoid cancellation of your credit agreement. If Premium Credit cancels your credit agreement, this will result in cancellation of your insurance policy.

If your payment is rejected because of an issue with your Direct Debit mandate, Premium Credit may not reapply for payment. In this instance they will write to you requesting you contact them to make a payment.

This varies depending on the type of policy that you have, how much you have paid so far and whether you have had a claim.

You would not get a refund if you have either a no refund policy, have a pending claim in this policy, have a fault claim on the policy, or have not paid enough so far to cover the charges for the policy.

If the policy does not allow a refund in any circumstance, this would be stated on the paperwork you received when you took the policy out and we would also have informed you over the phone.

If you are unsure of the status of a claim on your policy, please call our claims team on 0344 381 6502 (24 hours a day, all year round) and they can advise you.

If you are unsure if you have paid enough to cover the cost of your policy, please call our customer service team who can give you an indication of any charges or refunds that will apply if you cancel your policy.

If you have a policy that does allow a refund, your policy booklet will show the cancellation charges. Please be aware that it is not standard for an insurance company to charge on a pro-rata (proportionate) basis. This can mean that, if you are paying monthly, you may not have paid enough to cover the charge for the policy.

If a refund is due, it will be issued to the same method of payment that was used to pay for the policy initially.

Our customer service team are happy to help you with any queries regarding cancelling your policy.

If you have registered for MyAdrianFlux, you can download a pdf of your policy booklet using your online account.

You can also view the set of policy booklets here. To make sure you view the correct version, please use the link from the welcome pack we sent you.

If you'd rather have a hard copy, please contact us and we will post one to you.

If you cancel within 14 days of receiving the policy information you will only be charged our policy issue fee (up to £100.00) and the Insurance Company's minimum charge for the time you have had on cover. These charges vary depending on the Insurer. Call our customer service line for more information.

We don't want to cancel your policy, but we are obligated to unless the required documents are sent to us before the end of the seven-day notice period. It is therefore important that you do everything you can to make sure we have your documents within those seven days, in order to avoid cancellation.

If you are having difficulty with the documents required, then you should contact us urgently on 0344 381 6502. We will acknowledge receipt of the documents once we have processed them.

If the policy is cancelled:

The full premium is payable if there have been any claims against your policy. Therefore, if you are paying for your policy by Direct Debit, then the remaining balance of your finance agreement will be payable immediately upon cancellation.

If you are paying by Direct Debit, the instalments that you have paid towards your finance agreement will be used against the total cost of your policy. If there is a shortfall then the outstanding balance is payable immediately upon cancellation. However, if you have paid more than the cost of your cover to date, then we will arrange a refund once the policy has been cancelled. Some policies don't allow a refund at cancellation, so the remaining balance of your finance agreement will be payable immediately upon cancellation.

All cancellations are subject to a £25 administration charge. Refunds are processed net of commission or a percentage fee, depending on the insurer. This could be up to 30%. Where applicable, all refunds will be processed to the same credit or debit card that was used to make a payment on the policy.

You should declare to your new insurers, when asked, that policy cancellation has been enforced.

In any 12-month period, it is likely that something will change. For example, you might need to change your vehicle, add another driver or move home. Most of the time, we can update your existing policy. However, in rare situations a change in circumstances could mean your current insurer cannot continue cover. If this happens, we may be able to find a suitable replacement policy with another of our panel of insurers.

With most insurance products there are charges involved with cancellations. The insurer may have a non-proportionate cancellation refund scale. We also make deductions and charge an administration fee. You should speak to a customer service representative on 0344 381 6502 to discuss your options.

Please send copies of both sides of the photocards. If any have been misplaced, you can send screenshots of the webpage at: www.gov.uk/view-driving-licence: your details, vehicles you can drive and penalties and disqualifications. If the driving licence was issued prior to the introduction of the photocard in 1998, and it is still valid, please send this.

If you are concerned that you will not be able to send us your licence information in the time limit that we have set, please call our customer service department.

If you do send us a licence with the incorrect address on your premium could be increased and we may also ask for additional documentation to certify your address. Your driving licence must show your current address by law. The DVLA will also fine you up to £1,000 if you have the incorrect address on your licence. To apply to change your licence online, click here. If your licence shows the wrong address please apply to correct it immediately, then send us copies of the updated licence when you receive it from the DVLA. The DVLA estimate on their website says that it will take up to three weeks to send you the new licence.

You can only use your no claims bonus on one policy at a time. If you want to apply your no claims discount to your new policy, your previous policy must either be cancelled, or the no claims bonus removed.

Once you have either cancelled your policy, or removed the no claims bonus, you should receive proof from your insurance provider. You can simply forward this to us, or complete the form that we send to you. We will then try to obtain evidence of your no claims bonus over the telephone from your insurance provider.

We offer some policies where a discount is given if your no claims bonus is still active on another policy. As evidence of this, we need a letter from your insurance provider stating your no claims entitlement and that the policy is still active. If you do not have this, you can also complete the form that we send to you.

If you are confused about your no claims bonus our Customer Service Team will be pleased to offer you advice.

The paperwork can only be signed by the policyholder.

We don't want to cancel your policy, but we are obligated to unless the required documents are sent to us before the end of the seven-day notice period. It is therefore important that you do everything you can to make sure we have your documents within those seven days, in order to avoid cancellation.

If you are having difficulty with the documents required, then you should contact us urgently on 0344 381 6502. We will acknowledge receipt of the documents once we have processed them.

If the policy is cancelled:

The full premium is payable if there have been any claims against your policy. Therefore, if you are paying for your policy by Direct Debit, then the remaining balance of your finance agreement will be payable immediately upon cancellation.

If you are paying by Direct Debit, the instalments that you have paid towards your finance agreement will be used against the total cost of your policy. If there is a shortfall then the outstanding balance is payable immediately upon cancellation. However, if you have paid more than the cost of your cover to date, then we will arrange a refund once the policy has been cancelled. Some policies don't allow a refund at cancellation, so the remaining balance of your finance agreement will be payable immediately upon cancellation.

All cancellations are subject to a £25 administration charge. Refunds are processed net of commission or a percentage fee, depending on the insurer. This could be up to 30%. Where applicable, all refunds will be processed to the same credit or debit card that was used to make a payment on the policy.

You should declare to your new insurers, when asked, that policy cancellation has been enforced.

If you take out, renew or change your vehicle you will always be sent a new certificate by email or by post, depending on your preference.

Residents of Great Britain and Northern Ireland can tax their vehicle online, by phone or at the Post Office. For more information click here.

Within Great Britain, you will no longer be asked for your insurance certificate at the Post Office. However, residents of Northern Ireland will still be required to produce an insurance certificate or cover note at the Post Office. If you need a hard copy of your insurance certificate, you can request a new copy here.

Residents of Great Britain and Northern Ireland can tax their vehicle online, by phone or at the Post Office. For more information click here.

Within Great Britain, you will no longer be asked for your insurance certificate at the Post Office. However, residents of Northern Ireland will still be required to produce an insurance certificate or cover note at the Post Office. If you need a hard copy of your insurance certificate, you can request a new copy here.

We release your policy documents on the day that your policy commences. They are either sent by post or by email, depending on your preference.

Choosing to have your documents sent to you by email is not only quicker, but also kinder to the environment. You can also keep a copy of your documents handy without having to find space for them in the house.

We offer the Royal Mail Special Delivery service for customers who choose to have their documents issued to them by post, and would like to guarantee delivery. There is a charge for this service.

The insurance company's premium is all that is displayed on their documents, however when you take out or renew a policy with us you will also pay our charge, and possibly for optional extras you have taken out with us.

In some cases not all the endorsements displayed on the schedule apply to your policy. Usually at the top of this section it will confirm which endorsements apply to you, however if you are still unsure then please get in touch.

You can now complete your agreed value request online, including uploading photographs, by logging into your MyAdrianFlux account. If you haven't registered for your online account yet, simply call our customer service team who will be able to send you log in details including your password. If you have already registered, click here to log in. The whole process can be completed online, saving you the inconvenience of posting documents to us. If we need anything in addition to the photos and the agreed value form, such as an independent valuation, we will contact you to let you know.

Commuting use is an extension of social, domestic and pleasure. Therefore where your policy wording states commuting, you are covered for social, domestic and pleasure use too.

If your certificate states that you are covered for personal business use, you are also covered for social, domestic and pleasure use too.

While information provided may not be false, we will often investigate further in certain situations. For example, an address check could show a different address for you on the electoral roll. Of course, you may have just moved or failed to update your address, but we would need to check. We may also not be able to find your garage on a street-view website, but it could be that it is not easily visible. Sometimes, people don't realise they have to disclose an accident if there was no claim made, however, these can appear on the CUE database. Of course, we realise that some non-disclosures are not deliberate and do happen from time to time, however, we raise these queries in order to protect both our honest clients and our insurance companies, therefore hoping to keep insurance premiums as low as possible.

Applying a limited mileage restriction to a policy will often reduce your premium. As a result, we may query the mileage requested if it seems low – especially in comparison to the use required, the type of vehicle and the age or occupation of the policyholder. For example, a policy with 1500 miles per annum and commuting to work use, where the policyholder only has one vehicle, would seem like an unusually low mileage compared with an average person. This could be correct, an error on your part or even a deliberate misrepresentation to achieve a lower quotation, but by raising this as a query we can ensure that the mileage requested is accurate and sufficient for your needs.

We ask for driving licences on all policies purchased via online sources and this is to check not only motoring convictions, but also your date of birth, full names, driving restrictions and country issued. The address on your driving licence must also match the address which you have disclosed to us as your home address. If it doesn't, please update this before sending the driving licence to us and as quickly as possible. You can do this on the DVLA's website.

Information about updating driving licences in Northern Ireland can be found here.

Information about updating Jersey driving licences can be found here

Information about updating Guernsey driving licences can be found here

You can also read our blog about why we ask for driving licences here.

As well as affecting your insurance premium or cover, you could be fined up to £1000 if your driving licence doesn't show your current address. You must send your check code to us along with a copy of both sides of your photocard. This is for all drivers named on the policy.

We often check street-view websites to see if properties have garages or driveways – especially for those clients who live in large cities or flats. Occasionally, we cannot see the parking arrangements as the policyholder has described and if this could have an impact on the premium payable we will query this to ensure that your premium and cover are correct. If your vehicle is garaged at a different postcode to your home address, it is important that you inform us of this scenario before you purchase a policy with us.

We check all drivers/riders details on the Claims and Underwriting Exchange (CUE) database.  Any accidents and claims, even if nothing was paid for by your insurance company, will show on this database.  You may have already received a letter if we have found a match on the CUE, however, if your policy has just started you can contact us to let us know the details. You will need to provide us with the following information:

• The date of the incident
  
• The type of incident (e.g. fire, theft, accident)
  
• Brief circumstances for the incident
  
• How much was claimed for your own costs
  
• How much was claimed by any third parties for their costs.
  

If you don't know this information, you will need to contact the insurance company that insured you at the time of the incident.  Previous accidents or claims can often affect the insurance premium, but we will inform you if there are any charges payable or changes to your insurance premium.

We charge a £35 fee for processing any mid-term amendments to your policy which we have had to make because the information you gave us, or facts which you omitted to mention when asked, directly resulted in the risk being misrepresented to the insurer and therefore required significant additional administration to correct. This amount is also in addition to any amount charged by your insurance company for making changes.

This is so that we can confirm that you live at the address disclosed as your home address. We will only ask for this if our checks gives us reason to doubt that you live at the address stated. For example, you have had quotes at more than one address or you have no credit history at the address stated. If there is a reason why your address differs, please contact our customer service department.  Please note that even if there is a reasonable explanation provided you may still need to provide a recent utility bill. One of the following items must be provided to us:

• Council Tax Bill (showing the client's details)
  
• Tenancy Agreement or Mortgage Statement
  
• Utility Bill (Gas, Electric, Water, TV licence etc)
  
• A bank or building society statement
  
• A typed tenancy agreement
  
• Any letter from the government (HMRC)
  
• Any letter from the NHS
  
• Your most recent pay slip
  

We request a photograph of the odometer to confirm the mileage of the vehicle at the beginning of the policy. This is normally due to the policy being on a low or restricted mileage basis.

Having no claims bonus can significantly reduce the cost of a policy. We therefore need evidence of this from your most recent insurance company in order to allow this discount. Proof of no claims bonus should show your name, address, the expiry date of the policy, the amount of no claims bonus earned (in years), any accidents or claims, the registration number, and the insurance company's (not just the broker's) details. If the no claims bonus is different to the information provided when applying for the quotation, your premium may be affected. Please note, the expiry date shown on your no claims bonus must not overlap with your new policy.  This is because it cannot be used on two policies at once - even for a short period of time. However, we may also request proof of any no claims bonus earned on your other vehicle – this will be to allow an introductory discount and does not mean that the no claims bonus must be removed from your other policy.

We require a letter from your employers so that we can confirm your employment status and occupation. The letter should be on official paper with contact details for your employer, so that we may contact them if we need to. We may request this if there is a discrepancy in the occupation that you have provided on your new policy when compared to an occupation previously entered on an alternative quotation. We may also have found information during our checks which could indicate that your occupation is disclosed incorrectly.

The reason for cancellation should be shown on your cancellation letter. Please contact our customer service team to discuss the cancellation of your policy further. It may be that the information that we have found during our searches is no longer acceptable to your insurers. We will be able to discuss this further, and recommend that you get in touch as soon as possible.

Any letter requesting documents should state the amount of time that you have to return them to us. You should try to get them to us as soon as possible to avoid cancellation.

Unless we have specified that you need to send the original, copies are fine. Please make sure that the copy is not obscured in any way and is readable in all parts.

If you can't provide proof of your no claims bonus you will need to pay the additional premium due, as your policy was quoted based on a discount for the amount of years no claims bonus that you had. Some policies will not accept zero no claims bonus so we may have to cancel your current policy and look for an alternative insurance company from our panel. As it depends on the type of policy you have, we would recommend you call us to discuss your options.

If you don't have any no claims bonus, you may still get a discount if you have no claims bonus on another vehicle. We would therefore need proof of this in the same way that we request proof of no claims bonus. Failure to provide it would mean paying an increased premium or your policy being cancelled, depending on the type of policy that you have.

If you are claiming through your own insurance policy your excess will apply under the policy terms outlined in your policy documents. If the accident was not your fault and you have the details of the responsible party your legal cover will be able to assist you in recovering this loss. You will need to supply evidence of the loss, such as the receipt, so that it may be submitted as a claim...

This depends on a number of factors. You must make a claim through your own policy and have comprehensive cover. You would then receive a courtesy car providing you use the approved repairer, subject to availability and only for the duration of the repairs. If your vehicle were written off a courtesy car would not be provided in the above circumstances.

If you have an accident that is not your fault you could be provided with a hire car by your legal cover, irrespective of the cover on your policy.

This should be forwarded, unanswered, to us. Should we have any questions or requirements we will contact you upon its receipt.

Adrian Flux Claims Department
Motorplus
Kircam House
5 Whiffler Road
Norwich
NR3 2AL

All of our policies include free legal cover. The legal policy can only help with accidents involving your vehicle. They will help to reclaim any uninsured losses.

Please note if the incident appears to be non-fault and:

• You need a replacement vehicle
• You have suffered an injury
• Your vehicle cannot be driven
• You have incurred uninsured losses
• You are seeking compensation for damage to your belongings

Your legal policy can help you.

Your Insurer will arrange payment direct with an approved repairer or garage of your own choice. Costs are agreed before work is authorised and you would be expected to pay your policy excess directly to the garage once repairs are complete.

We deal with a large number of Insurers and each deals with this differently. We therefore advise that you contact our office on 0344 381 6502 to discuss the procedures of your particular Insurance Company.

No, you may provide an estimate from a garage of your own choice for approval by your Insurer. You do however forfeit the benefit of a courtesy car should the approved repairer not be used.

Exchange full details with any other party involved, ensuring you note their registration number, then contact us on 0344 381 4420.

In respect of each qualifying accident the sum of £100,000.

When you or your vehicle has been involved in a road traffic accident that has been caused to a greater extent by the fault of another party than by yourself.

"Another party" is defined as:

• The driver, owner or any other person responsible for a vehicle insured against third party risks (other than the driver of your vehicle), or,
• Any other parties so insured

The Motor Legal Expenses policy will cover you and any named driver for up to £100,000 of legal costs to pursue unrecovered losses arising from a non-fault accident, where there are reasonable prospects of success.

Yes, however this only applies if there is a UK handling agent for the third party insurer. Unfortunately if this were not the case your Legal Expenses Cover would not be able to assist you.

It is possible they will be able to assist you if you have been able to obtain the third party's registration number and they are then traced by this means.

Compensation for personal injury is not paid directly by your legal expenses policy, but they can appoint solicitors to represent you in claiming for any injuries and subsequent losses, for example lost earnings, from the negligent party. Again evidence of this would be required but the legal cover can make the necessary arrangements to obtain this proof.

No, there are no costs at all as the Legal Expenses Policy is free of charge and will cover all costs for assistance in claiming from a third party up to a limit of £100,000.

Legal Expenses cover is always a benefit as although you may know a solicitor they may not specialise in Uninsured Loss Recovery. They would also possibly charge you for their assistance.

Should you need to report a new claim please contact our office on 0344 381 4420. The line is open 24/7, 365 days a year.

An excess is an amount payable by you in the event of a claim against your policy for your own damage/loss. Details of specific excesses relating to your policy can be found on your policy schedule.

This depends on a number of factors. You must make a claim through your own policy and have comprehensive cover. You would then receive a courtesy car providing you use the approved repairer, subject to availability and only for the duration of the repairs. If your vehicle were written off a courtesy car would not be provided in the above circumstances.

If you have an accident that is not your fault you could be provided with a hire car by your legal cover, irrespective of the cover on your policy.

Yes, firstly you should contact the repairer in question and tell them of the problems you are experiencing; they should make arrangements for your vehicle to go back to them for the work to be rectified. If you are still not happy, you can contact our office and we will request that your insurers review the matter further.

You can only use your no claims bonus on one policy at a time. We do, however, offer policies that allow a discount if you have no claims bonus on another policy. This is called an "Introductory Discount" and is usually only given if you are claim free.

This stands for "No Claims Bonus". You earn a year of NCB for every full year of a policy in which no claims are made either by you or a third party. Some policies, such as classic car policies, are not based on NCB and so at the end of such a policy you would not have gained any NCB. Only the main policyholder earns NCB. NCB is also sometimes referred to as NCD - No Claims Discount.

In the majority of cases, the NCB that you use to gain a discount on your policy with us must have been earned on a policy in your name. If the policy was in someone else's name, but you were the named driver, you would not have earned your own NCB. You may qualify for an introductory discount instead, so please let us know if this is the case when you are getting your quotation.

Very occasionally NCB can be transferred to another person, however, you would need to discuss this with the quotations clerk who is dealing with your quotation prior to you accepting the policy. This is not common practice though and would only be available if the underwriters of the policy agree.

We advise discussing your NCB options in detail before accepting your quotation, so we can find the most appropriate policy for you depending on your driving experience.

If your NCB expired over 2 years before the start date of your policy, you generally cannot use it. Please ensure that you discuss this with us when getting your quotation, as an additional premium would need to be paid if your NCB cannot be used if your quotation was based on it being in date.

There are some policies where NCB is not earned, but they will allow you to keep it up to date. If you are unsure about this, speak to the provider of the policy you had and ask. Of course, it is best to discuss your NCB options in detail before accepting your quotation, so we can find the most appropriate policy for you depending on your driving experience.

We need to know what country your NCB was earned in as it can affect your quotation. The majority of underwriters will accept NCB only from the United Kingdom. We do have some schemes where we can accept NCB from other selected countries, so it is important that we are informed of the origins of your NCB before you accept the quotation. We can then make sure you have the right policy for your driving experience.

If you are unsure of how many years of NCB you have, you need to speak to your most recent insurance company and ask for details. If you have more than one vehicle insured at a time, you can't add the two lots of NCB together to make additional years - they remain as two separate amounts of NCB.

As a general rule, the type of No Claims Bonus that you use on a policy must be the same as the type of vehicle that you are insuring. So, motorcycle NCB would not be acceptable on a private car policy, or commercial NCB would not be acceptable for a motorcycle policy.

The underwriters like to ensure that you have experience on the type of vehicle that you are insuring.

If you only have a type of NCB that is different to the type of vehicle you want to insure, please discuss this with us when getting your quotation. We may be able to find a suitable policy for your needs and driving experience.

NCB can allow quite a large discount as it shows a good driving history. This must be proven to allow the discount. Unfortunately, insurance fraud is on the increase and we want to protect our clients from price rises caused by it by verifying documents such as NCB, driving licences and other important information.