Frequently Asked Questions

Have an insurance question?

You're in the right place! We've put together the most frequently asked questions by our customers - start by selecting a topic below.

Car Insurance
Accidents and Claims
Why do I have to pay my excess if an accident is not my fault?

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.

I have protected no claims bonus, so will my policy be affected by a claim that is my fault?
Each Insurer has a "rule" on how many claims are allowed before you lose your protected bonus benefit. A "fault" or "pending" claim on your driving history may increase future premiums, as it represents a higher risk to the Insurers.
Do I get a courtesy car if I have an accident?

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.

I have received third party correspondence, what should I do?

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

Do I have legal cover on my 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.

If I have an accident and I do not wish to make a claim, do I still have to notify my insurer?
Yes, it is always advisable to tell your insurer of any incident the insured vehicle is involved in, so that your file is always fully updated, even if no claim is to be made.
Should I expect my premium to rise if I reported an accident to my Insurance Company in which I was not found at fault?
While an accident is pending, even if it appears not to be your fault, your Insurance Company will initially classify it as a fault incident. This means that your no claims bonus, and in turn your premium, may be affected. A 'fault' incident will in the majority of cases increase your premium even if your No Claims Bonus is unaffected. If the accident is settled in your favour and you are not at fault your Insurer may still increase the premium.
I've just been in an accident. How will the Insurer arrange the payment for repairs to my car?

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.

Can I demand original equipment manufacturer (OEM) parts to repair my vehicle?

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.

Do I have to use my Insurer's body shop for repairs?

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.

What should I do if I've just had a car accident?

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

How much cover does Legal Expenses Cover provide?

Please refer to your Legal Expenses policy wording for cover and any limit which would apply.

When can I use Legal Expenses Cover?

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
Who is covered under Legal Expenses cover?

The Motor Legal Expenses policy will cover you and any named driver to pursue uninsured losses arising from a non-fault accident, where there are reasonable prospects of success. Please refer to your Legal Expenses policy wording for any limits which may apply.

Would I be covered by Legal Expenses Cover if the driver at fault leaves the scene of the accident without swapping details?

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.

Will you pay compensation under my Legal Expenses Policy if I am injured as a result of a road traffic accident and unable to work?

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.

If I need to use Legal Expenses Cover are there any additional costs other than the annual premium?

No, there are no costs at all as the Legal Expenses policy is free of charge. Please refer to your Legal Expenses policy wording for cover and exclusions.

Do I need Legal Expenses cover if I know a solicitor?

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. Please refer to your Legal Expenses policy wording for cover and any limit which would apply. Using your own solicitor can incur costs which may not be able to be recovered.

How do I make a claim?

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.

What is an excess?

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.

Will I be supplied with a courtesy car while my car is being repaired?

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.

After a car accident, I had my car repaired at a body shop my Insurance Company referred me to, but I'm not happy with the work that was done. Is there anything I can do about it?

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.

If I claim for a windscreen will this affect my no claims bonus?
No, windscreen claims will not affect your no claims bonus. However, not all policies cover you for windscreen repair. You can check if you are covered by referring to your policy booklet or schedule of insurance.
Agreed Value
What is an Agreed Value?

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.

Can I have an Agreed Value?

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 about.

How long does my Agreed Value last for?

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.

What paperwork is required in order to have an Agreed Value?

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 motor caravans, 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. 

Why do you need photographs?

Photographs are essential to assess the condition of your vehicle.

How is my vehicle assessed?

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.

Why do you charge £15 for an Agreed Value?

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.

My vehicle has had a complete restoration, what do I list on the form?

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.

I've already sent photographs and forms. Why do I need to send more?

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. 

I would like to supply an independent valuation. Where can I get one of these done?

The Institute of Automotive Engineers have a tool on their website where you can find the closest engineer to you, using your postcode. 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.

Do you accept owner's club valuations? 

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.

The valuation is less than I expected. Why is this?

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.

Cancellations
Do I need to cancel my direct debit agreement if my policy is cancelled?
No, we will cancel your direct debit for you when the policy is cancelled, and calculate if you have under or overpaid.
Why do I owe money even though my policy is cancelled?
If you chose to pay by instalments, it may be that the charges made by your Insurer and us are greater than the amount you have paid so far. Insurers sometimes charge on a short-period basis, meaning that the charge is not directly proportionate to the amount of time covered on the policy.
How can I cancel my policy?
To cancel your policy you need to call us - please find the correct contact number for your policy here.
Do I get a refund if I've had a claim?
If a claim is either pending or has been settled against you in the current period of Insurance, the Insurers will not allow a refund. For clients paying by instalments, this means that the instalments must continue to be paid until the premium is paid in full.
Will I get a refund if my policy is cancelled?

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.

Where can I view my policy booklet?

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.

You've issued me with a seven-day cancellation letter as I haven't sent the required documents. What happens next?

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 £30 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.

Do I have to cancel my policy if my situation changes?

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.

I have found a cheaper quote. Should I just cancel my policy?

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.

Contacting us
What is your address?

Our address is:

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

What is your telephone number?

Please see our contact information.

What is your email address?

Please see our contact information.

What are your opening times?

Please see our contact information.

MyAdrianFlux
How do I register to get access to my policy online?

If you ever logged into our previous system, we’ve moved your account over to the new one; your password will have expired so you’ll just need to reset it to log back in.


Currently, MyAdrianFlux is only available for our motor policies, but we’re working on including our whole range of policies in the future.


If it’s your first time using MyAdrianFlux and you’ve recently renewed or started a new policy with us, we’ll have sent you an email inviting you to register which includes your unique invitation link. If you’ve been with us for a while, don’t worry; until you’ve got an active account, any emails you get will include your invitation link to MyAdrianFlux.

Once you’ve clicked the link, it’ll take you to our registration page, where you’ll be asked to enter your mobile number and hit the ‘Request activation code’ button. Stay on that web page; we’ll send you a text straight away which includes your six-digit activation code. Enter this code in the next box that appears and click ‘Confirm’.

Two more boxes will appear; one will suggest a username for you, which you can keep or change. The other will ask you to enter a password (see below if you need information about our password rules).

Finally, click ‘Create account’ and you’re done! We’ll redirect you to your account so you can have a look around.

How do I log in?

Normally, when you log in you’ll just need to enter your username and password. If you’re registering for the first time or resetting your password, you’ll need to use the mobile you added to your policy so you can access the activation code we’ll text to that number.

How do I get a password?

If you need to register for the first time, there’s instructions above to help. If you’re already signed up but have forgotten your password, it’s easy to reset.


Visit the Password Reset page and enter your username as well as the mobile number on your policy. We’ll send you a text with a six-digit activation code, which you should enter in the box below. You can then choose a new password.

What are the rules for setting a password?

Your password must have:


Minimum length of 10 characters
At least 1 uppercase letter
At least 1 lowercase letter
At least 1 number
At least 1 symbol - relevant symbols are
!"#$%&'()*+,-./:;<=>[email protected][]^_`{|}~€


Depending on the password you choose, you may see a message warning that it appears on a database of passwords previously exposed in data breaches. We would recommend choosing a different password if you see this message, but you can choose to continue by clicking ‘Continue with insecure password’.

What's my username?

You can choose your own username when you first register for access to your online account; many people choose their email address. If you’ve forgotten your username, try old email addresses first, and if not, get in touch with us to ask for a username reminder.

Does MyAdrianFlux work on a mobile device?

Yes! You can sign in on your smartphone or tablet and enjoy all the functionality on MyAdrianFlux on the go.

JavaScript is disabled on my browser. Can I still use MyAdrianFlux?

You’ll need to enable JavaScript to be able to use MyAdrianFlux - check your browser settings allow this if you’re having trouble loading the site.

Why is my account locked?

If you try to enter an incorrect password five times in a row, your account will be locked, and you’ll need to reset your password.


If you try to reset your password unsuccessfully five times in a row (i.e. the password reset isn’t completed or you enter the wrong activation code), your account will be locked fully and you’ll need to contact us to get it unlocked.

Why do I get an ‘Access denied (Error: 1020)’ error when I’m trying to get to a MyAdrianFlux url?

The location software used by our firewall provider Cloudflare recognises where your Internet Protocol address (IP address) is situated, and blocks any outside the region we allow. Seeing this error means it has identified your IP address as being outside that allowed region.


You can access MyAdrianFlux from an Internet Service Provider (ISP) based in: Andorra, Austria, Belgium, Bosnia and Herzegovina, Bulgaria, Christmas Island, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Greenland, Guernsey, Hungary, Iceland, Ireland, Ilse of Man, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Reunion, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine, United Kingdom.


If you’re abroad somewhere not listed above, you’ll need to wait until you return before accessing MyAdrianFlux. If you need to take action on your policy or speak to us before then, please contact us by phone on 0344 381 6502 or by email at [email protected]


Not abroad, but still seeing this error? It could be that you or other members of your household are using a Virtual Private Network (VPN), which often route your internet traffic through servers based all over the world. Switching this off or changing it to specify an IP address based in one of the above places when you want to access MyAdrianFlux should fix the problem.

Where can I read my policy documents?

Log into your MyAdrianFlux account. If there’s something new for you to read, there’ll be a notification waiting for you - you can click on the bell icon at the top right, and then click the notification to link straight to your inbox. Otherwise, you can get to your inbox by clicking on the policy you want documents for, then selecting ‘Inbox’ from the menu options on the left-hand side.

Where is my certificate/schedule/policy booklet?

Once you’ve logged into your MyAdrianFlux account and selected the policy you need documents for, navigate to ‘Inbox’ using the menu options on the left-hand side. Your current or most recent policy certificate and schedule will be pinned at the top, along with your policy booklet.

You emailed me to say I had something to read but I can’t find it

Log into your MyAdrianFlux account. If there’s something new for you to read, there’ll be a notification waiting for you - you can click on the bell icon at the top right, and then click the notification to link straight to your inbox. Otherwise, you can get to your inbox by clicking on the policy you want documents for, then selecting ‘Inbox’ from the menu options on the left-hand side. Anything you haven’t read yet will have a blue dot next to it.

I’m using a Samsung browser - why can’t I download the documents in my inbox?

The Samsung browser blocks ‘automatic downloads’ as a default setting, and you’ll need to switch this off to download your documents. In your browser, go to the browser settings and select ‘Sites and downloads’. Scroll down to the option for ‘Block automatic downloads’, and make sure it’s switched off.


Alternatively, using another browser should allow you to download your documents as well.

Which browsers can I use?

You should be able to use MyAdrianFlux on most up to date browsers, but it’s optimised for use with Google Chrome, Mozilla Firefox, Microsoft Edge, and Apple Safari. It’s best to make sure your browser is updated frequently to keep MyAdrianFlux and all your other sites running smoothly. If you’re using the Samsung browser, please see above for information on how to download your documents.

Why can’t you just email me directly?

MyAdrianFlux has been designed by the team at Adrian Flux to be a hub where our customers can see and manage every aspect of their insurance policies. Here you can access all the information you need to manage your policies, from your welcome documents to your downloadable certificate, schedule and policy booklet, from checking information about your named drivers to updating your phone number.


Often when we send you a message there’s an action we’ll need you to take; returning paperwork, paying for a renewal, or getting in touch with us. By sending you correspondence via your inbox, you’re already in the best place to do that. It also means there’s no risk of you losing your documents to an email outage, and our policy summary and notification system help you to see what you need quickly and clearly.


It’s also more secure; MyAdrianFlux is protected by Cloudflare, as well as our own username, password, and activation code requirements for keeping your login private. Using an online inbox is a practice being followed by many institutions governed by the Financial Conduct Authority (FCA), including many banks who offer online services.

I've completed my paperwork online, when will I hear from you?

Our administration team processes all the paperwork our customers return in date order. As soon as yours has been processed, they will notify you, either by sending confirmation that your policy is complete, or by contacting you if anything else is needed. Whether your forms are complete or not, we will always contact you to let you know.

How do I upload more than one item for each document required?

You may have multiple supporting files to submit where we’re asking for one document - for example, you might want to send us two separate scans of a double-sided No Claims Bonus document. You can put multiple files into a zip folder - if you’re using Windows, select each file you want to include, then right-click and select ‘Send to’ and ‘Compressed (zipped) folder’. You can then upload this zipped folder.

What files can you accept?

File types supported are .doc .docx .gif .jpeg .jpg .pdf .png .tif .tiff .xls .xlsx – we accept a maximum file size of 10mb and a maximum of 27 files.

Can I view who can drive my car?

Yes - once you’ve logged in, select the policy you want to check and choose ‘Policy summary’ from the menu options. There will be a drop down box called ‘Drivers’ which shows all the people named as drivers, as well as their individual details and vehicle use.

Can I add a driver/rider, change my vehicle, or add a second vehicle on my online account?

We always make sure that a person has looked at the changes you want to make, rather than just a computer. This helps us make sure you’re getting the cover you need at the best price. You can request changes on MyAdrianFlux - select the policy you want and choose the ‘Request a change’ menu option. A pop-up box will appear - you’ll need to read through the information and tick a box to confirm you’ve read and understood that any changes you request are only a request until you hear back from us with confirmation. After that, you can use the drop down boxes to provide information about changes you’d like to request, including a change of address, changing driver/rider details, changing your vehicle or adding a new one.


Once you’ve submitted your request, it will be sent to us where a member of staff will review it and contact you.

New Policies - Why do we ask for extra information?
I haven't provided any false information -; why are you asking me for extra paperwork?

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.

I don't drive many miles per year - why are you asking me to confirm this?

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.

My car is garaged, why are you querying it?

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.

I've taken out a policy and have forgotten to tell you about an accident, what do I do?

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.

Why have you charged me a £35 fee?

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.

Why do I need to declare that I'm a houseperson?

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.

Why do you need a recent utility bill?

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

If you are not the bill payer in your household, you may provide a copy of a recent mobile phone bill and a bank statement instead.

Why do you need a photograph of my speedometer or odometer?

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.

Why do you need proof of my no claims bonus?

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.

Classic car policies often attract a discount for claim free driving instead of no claims bonus. We can offer policies which recognise your claim free driving on your classic car as no claims bonus and attract the same level of discount. You can request evidence of your claim free driving from your most recent insurance company, which should include all the information listed above.

Why do I need to provide a letter from my employers?

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.

Why are you cancelling my policy when I've only just taken it out?

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.

Why do I need to declare the use of my vehicle?

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.

How long do I have to provide extra forms and information to you?

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.

Do you want the original forms or just copies?

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.

What happens if I can't provide proof of my no claims bonus?

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.

Why do you need proof of the insurance on my other vehicle?

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.

I don't have the certificate of fitment for my security device - what should I do?

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.

Why do you want a copy of my vehicle's registration documents?

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

Why do you need driving licence check codes?
We ask for driving licence check codes on many policies, including all that are purchased via online sources, to check not only any motoring convictions, but also dates of birth, full names, driving restrictions and country issued. This is for all drivers named on the policy. If you live in Northern Ireland, Jersey, Guernsey, or the Isle of Man, the DVLA’s check code service isn’t available to you, and we will instead request a copy of your counterpart driving licence as well as a copy of both sides of your photocard driving licence.
No Claims Bonus
I'm getting a second car, can I use my no claims bonus twice?

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.

I have been a named driver on someone else's policy for a few years, does that mean that I am entitled to a no claims discount?
In order to gain no claims bonus entitlement the insurance policy needs to be in your name. However providing you have been claim free as the named driver, we can normally offer an introductory discount.
Can I use my commercial vehicle NCB on a private car policy?
Not all insurers will allow this. Advise us at the time of quotation that you have commercial vehicle NCB so we can try to accommodate this.
Can I use motorcycle NCB on a private car policy?
Not normally - advise us of this as an introductory discount may be available.
What does NCB stand for?

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 my No Claims Discount has been earned in another country, is it still acceptable?
Some Insurers will accept No Claims Discount from another country. You should ensure that you tell us when you request your quote if your No Claims Discount was earned in another country, so that we can place your policy with an appropriate Insurer.
What exactly am I covered for when I have protected my no claims bonus?
Insurance companies have their own terms regarding this. To check these details refer to your policy booklet initially or contact our customer service department.
If I have a policy that runs for less than 12 months do I still earn a years' No Claims Bonus?
If your policy finishes or is cancelled before the 12 months is completely finished, unfortunately you are not entitled to a years' No Claims Bonus.
Can I use someone else's No Claims Bonus?

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.

When does my No Claims Bonus go out of date?

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.

Can I use No Claims Bonus that I earned outside of the United Kingdom?

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.

I don't know how many years of NCB I have

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.

Why do you ask for No Claims Bonus proof?

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.

I had a classic car policy with claim free driving; can I use this as No Claims Bonus?

We can offer policies which recognise your claim free driving as No Claims Bonus. Talk to us to discuss finding a policy which provides you with the same discount for your claim free driving as you would get for No Claims Bonus. You will also continue to earn No Claims Bonus on your policy with us if you complete your policy term without a claim.

Renewals
I think my policy renewal is due soon. Can I have my renewal price?

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.

I have received a cheaper quotation elsewhere. Why re-insure with you?

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.

My circumstances have changed. Can I still renew my policy?

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.

Why is my policy going to be renewed automatically?

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.

My renewal premium includes a charge. What is this for?

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.

Why are my old motoring convictions still on your records?

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.

I had requested for my cover to be lapsed, could I arrange another policy with you?

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.

If I take a new policy in the future, will I have to provide you with all my details again?

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.

I made a claim last year but I've got protected No Claims Bonus (NCB). Why has my price increased?

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.

My No Claims Bonus (NCB) entitlement has been lost after a claim. Is this correct?

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.

Will my No Claims Bonus (NCB) entitlement remain valid indefinitely? 

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.

My vehicle was being covered on a classic policy. Should the level of No Claims Bonus (NCB) be nil? 

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.

My No Claims Bonus (NCB) entitlement has been reduced after a non-fault accident. Is this correct?

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.

Will I have to pay any increased premiums if my No Claims Bonus (NCB) entitlement is reduced?

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.

Payments and Premium Credit
I need extra time to make a payment, is this possible?
It may be possible, depending on the circumstances. Please contact us as soon as possible so that your policy does not get cancelled.
Why have my instalments increased this year when my renewal quote is less than my previous quote?
When your policy started you may have paid a deposit of around 15%. This would have taken a large amount of your premium away from the outstanding balance that was to be paid over instalments. However, this year so you don't have to pay a deposit we split the instalments up equally.
What payment methods do you accept?
We accept all major credit /debit cards, postal orders, cheques and bankers drafts. We also accept cash payments in person. However, we do not recommend sending this in the post.
Who do I make cheques payable to?

Cheques should be made payable to Adrian Flux Insurance.

Who is Premium Credit?

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.

MyPremiumCredit

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.

How do I change my bank details?

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.

Can I change my payment date?

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.

What happens if I miss a payment?

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.

What are my monthly payments?

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.

Policy Certificate
I've lost my certificate, what can I do?

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.

I need to tax my vehicle?

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.

When will I receive my insurance documents?

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.

I have received my new policy documents but it states a different price to the amount I paid; why is this?

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.

My insurance schedule states some endorsements that I was not aware applied to my policy, what should I do?

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.

How can I send the documents required?

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 [email protected].

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 0344 381 4373. However, try and avoid using fax machines for colour or detailed documents, such as photographs or photocard driving licences as it could cause delays.

My certificate states that I have commuting use. Am I also covered for social, domestic and pleasure use too?

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.

My vehicle is insured on a laid-up policy. Do I still get a certificate?

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.

Policy Terms and Additional Cover
If I have comprehensive cover, does this mean I have the benefit of driving other cars?

No, this is not an automatic inclusion in comprehensive policies. You can check your certificate of Insurance to see if you have this entitlement. If you are in doubt, we would advise that you contact our Customer Service Team.

Can I add another vehicle to my policy?

This may be possible, depending on the policy you have and the vehicle you wish to add. We can only add an additional vehicle for a period of seven days. The Insurer will generally charge an additional fee for covering the extra vehicle. Should you require cover for longer than fourteen days, or if we cannot provide cover, we recommend Sterling Insurance.

Does the policy entitle me to drive anybody else's car?
Most policyholders over the age of 25 are given this cover. If this benefit is added it will show on your certificate of insurance. This cover is Third Party Only and is restricted to vehicles not owned and registered to you.
I need to fit security to my vehicle
Visit GAP Security.
Where can I get an independent valuation for my vehicle?
If we have requested an independent valuation, this should be provided by a independent and unbiased source who is a member of the Institute of Automotive Engineers and Assessors. It should be on headed paper and state clearly who has provided the valuation and their qualifications. Unfortunately, we are unable to accept valuations from owner's clubs, or garages which have worked on the vehicle or originally sold the vehicle.
I think I may exceed my mileage limit?

Call our customer service line, where the advisors should be able to increase your mileage.

Please note in some cases the policy may have to be cancelled and a new policy taken out (charges will be incurred).

I am a named driver on the policy; does the benefit of driving other cars apply to me?
No this benefit only applies to the policyholder, provided that this is stated on the insurance certificate.
Can I take out breakdown or personal accident cover when I have already accepted my quote?

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

What does the breakdown service cover me for?

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
What does the personal accident benefit cover?

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
How do I know if I have the benefit or driving other cars third party?
It will state on your insurance certificate if you are covered. It may also state this on your insurance schedule.
Can I add the benefit of driving other vehicles third party?
Once the insurance is in force unfortunately you cannot add this benefit to your policy. However if you display an interest in this at your renewal date we can try to include this in your quote.
I have a limited mileage policy however I will possibly be exceeding this when using the car off the road; does this count as exceeding my limit?
The mileage limit is for the whole annual mileage no matter where the vehicle has been used. So if this is close to being exceeded please contact our customer service department for them to re-quote your policy.
I personally will not exceed the mileage I have agreed to, however my friend/family member also uses my vehicle on their insurance. Is their mileage done included in my limit?

The mileage restriction actually applies to the vehicle and not the insured drivers so if the mileage has been exceeded or is close to your limit please contact our customer service department for them to re-quote your policy.

Do I have windscreen cover?

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.

What do I need when adding a driver?

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 dependent on a number of factors.

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

Can I add a learner driver to my policy?
With some insurers it is possible to add a learner driver. However the insurers may increase the premium depending on the time they have held their provisional licence and age if they are a young driver. It is always best to contact us with the full details to enable us to check the insurers can cover a provisional driver.

What is the minimum age of a driver I can add to my policy?

Most Insurers have a minimum age applied to a policy. This age can start between 17 - 21 years. It can be dependent 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.

What do I need to do if I take my vehicle off the road?

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.

Can I have limited mileage on my policy?

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.

Will you contact me when my renewal is due?

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.

Am I covered for green laning and off-roading?

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.

Quotations and Mid-term adjustments
When do I need to notify you of a change to my details?
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.
Can I add a driver to my policy?
It may be possible to add a driver, however it is all dependent on their details and the type of policy that you have. We will need full driver information including any previous claims and convictions. Contact our Customer Service Team for a quotation.
When do I qualify for protected no claims bonus?
Each Insurer has their own ruling, however you must have at least four years no claims bonus to be able to protect it. There is normally an additional amount on your policy excess, and a minor loading on your premium.
My car has been modified, do you need to know and will it affect the cost of cover?
Yes, we need to know about any modifications to the vehicle, this may affect the insurance premium depending on the level of modifications. Make sure that all alterations to the vehicle are advised to us so that we can make sure that you are fully covered.
Do red vehicles cost more to insure than other vehicles?
The colour of your vehicle is not relevant to the price of the policy. However, should you have the vehicle's paintwork customised, this may increase the price. You should advise us if any paint changes are made.
My teenager just got a driving licence and the insurance rates are through the roof. Is it best to add him to my policy? Do I have any other options?
Unfortunately we cannot add a teenager onto their parent's policy, as it represents a much higher risk to the Insurer. Generally speaking if the teenager is using the vehicle more frequently than any of the other drivers, the policy should be set up in the teenager's name. This will also give the teenager the chance to start earning his or her own no claims bonus. Adrian Flux offer specialist young driver policies, which can even accommodate modified vehicles so we should be able to offer a competitive premium. These policies also allow discounts for the teenager if they have completed a Pass Plus scheme, or similar advanced driving course, so this may be something for your teenager to consider in order to reduce their premium.
I got a speeding ticket. How much will it affect my car insurance premium?
This depends on how many motoring convictions you have on your driving licence, and who your Insurance Company is. Many Insurers that we deal with will allow two fixed penalty speeding convictions to be on your licence without increasing your premium. You should notify us as soon as you receive a conviction.
Your system does not list the make and model of my car - what should I do?
We specialise in a variety of niche motoring markets, including vehicles of all makes and models carrying q-plates. If you are using our online quoting system, there is an option available to manually enter the make and model of your car. Our trained underwriters will then search for the most competitive market for your specialist vehicle.
Can you provide insurance for my vehicle if it's been imported?
We can cover imported vehicles provided we know the point of origin. The vehicle will require a UK registration number for road cover to be provided.
When will I receive my renewal quotation?
You will be in possession of your renewal invitation no less than 10 days prior to your renewal date.
Can I add my son/daughter on my policy if they are under the age of 25?
Statistically the risk of claims on a parent and child policy is very high, so unfortunately we do not cover children on parent's policies until they are over the age of 25.
Will my premium go down if I add my mum or dad to my policy?
Unfortunately not; the general rule is that the insurance premium is rated on the highest risk driver, which would be the youngest driver named on your policy.
Why does my address affect my premium?
The insurance companies keep track on the claim statistics in all areas of the UK so if you move to an area with higher claim amounts than previously it is seen as a higher risk for the insurer to take.
Will my insurance premium go down if I garage my vehicle?
This is not guaranteed however a few of the insurers that we deal with do offer a discount for your vehicle being garaged overnight. If you would like to see if this could apply to your policy please contact our customer service department.
If I want to change my vehicle, how can I arrange this?

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.

Sending Documents and Paperwork
Proposal Form
Your proposal form should show all of the information that was provided to us over the phone. It will resemble an application form. It should be checked thoroughly, and you should amend any errors. If there are any blank boxes, these should be completed. If you are unsure of any areas on the form or wish to expand on a piece of information, you can attach an explanation to the form on a standard piece of paper.

Ensure that the form is signed and dated in every applicable place, as the forms often require more than one signature.

When we receive the form, we will let you know if any amendments affect your policy.
Driving licence check codes – what do I need to send?
The Driver and Vehicle Licensing Agency (DVLA) allows licence holders to share their driving record by generating a check code at www.gov.uk/view-driving-licence. Alternatively, you can call 0300 083 0013. Check codes can only be used once and are only valid for 21 days, so please text it to 07860 020477 along with the last eight characters of your driving licence number as soon as possible. If the check code contains a mixture of upper- and lower-case letters, please make sure you include these. 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.
No Claims Bonus

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.

Classic car policies often attract a discount for claim free driving instead of no claims bonus. We can offer policies which recognise your claim free driving on your classic car as no claims bonus – discuss this with us at quotation and we can look for suitable policies for you. Once we have agreed to accept this, you can contact your previous insurer to request proof of your claim free driving to forward to us, or complete the form we will send you to allow us to obtain evidence of your claim free driving over the phone.

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

Modified Vehicle Report Form
The modified vehicle report form should be completed with all modifications to your vehicle. Ensure that you do tell us ALL modifications, as any non-disclosures could mean that a claim does not get dealt with, or extra premium is added to your policy. In extreme cases the Insurers could null and void your policy.

Ensure that you complete the engine and chassis number, as your Insurers require these. Please also ensure that you sign and date the form on the second page.
Security/Immobiliser Forms
If your policy requires a certain level of security you would have been told this at the time of the quotation. A lot of vehicles have security fitted as standard; so if this is the case, tick the box on the form that states this. All you then need to do is sign and date the form.

If your security is not standard to the vehicle, we would need you to complete the make and model of the security device. If you have a certificate of fitment, you could also send a copy of this in for our records.

A Thatcham approved device may be needed - if you are not sure if your device is, you can contact us and we will be able to tell you. A Thatcham Category 2 device is an immobilising system; a Thatcham Category 1 device is an immobilising system with a linked alarm.
Agreed Value Forms and Photographs

Agreed value forms are not essential to your policy. Without them, the policy will proceed on a 'market value' basis. Therefore it is beneficial for you to provide the forms, but the policy would not be cancelled if you do not send them. If you have been asked for more than one of the following, we require both (or all) of the forms in order to proceed with the agreed value.

Photos - If we have asked for photos of the vehicle, they should be taken square on to the vehicle and make sure it is completely in shot. The Insurers need to be able to see the complete vehicle in order to agree the value you have requested. We also require shots of the engine bay, odometer and the interior. For some bigger vehicles, such as motor caravans, it is better to take more than one picture of the interior. The photos also need to be of good quality with the vehicle clearly visible (for example, no disruption on the photo or no glare). If we have requested a photo of your vehicle in the garage, please ensure that we can see both the registration of the vehicle and the building exterior.

Agreed Value Form - This is to be completed by you, and 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.

Independent Valuation - Very occasionally, we may request an independent valuation of your vehicle. If we do, this should be provided by an independent and unbiased source who is a member of the Institute of Automotive Engineers and Assessors. Or a valuation from www.classiccarvaluations.co.uk. It should be on headed paper and state clearly who has provided the valuation and their qualifications. Unfortunately, we are unable to accept valuations from owner's clubs, or garages which have worked on the vehicle or originally sold the vehicle.

Photograph Examples
Proof of Owners Club Membership
If we have asked you for this, a discount would have been allowed on your policy because you are a member of an owners club.

If you have a membership card, please provide a copy of this. If you don't have a card, you can provide the name of the club, the membership number and the expiry date.

If you are a member of an online club, we would preferably need an email from the administrator of the club to confirm you are a member, which states your full name.
Limited Mileage Declaration
If we have sent you a mileage declaration, your policy has been arranged on a limited mileage basis. You need to provide the mileage of the vehicle from the beginning of the policy, and will be asked to provide the closing mileage when the policy renews or lapses.

Should you change your vehicle during the policy, we would require the closing mileage on your original vehicle, and the starting mileage on the new vehicle. We would then calculate the mileage for both vehicles when the policy renews.
Proof of Company Car No Claims Bonus
You may have had a company car for the last few years and this is your first policy 'on your own'. If this is the case, your no claims bonus would have been earned on the company car. We can allow a discount on our policies for this, but would just need to see proof from your company. This generally is provided in the form of a letter from the Insurers of the vehicle, or a letter from your Company stating the dates that you had the vehicle from and to, and that you had no claims during that time period.
My immobiliser is not a standard fit, how do I find out what is fitted on the car?
We usually suggest you either contact the previous owner or dealer as they may have fitted it, or take the car to a garage to see if they can find the make and model.
Can someone else sign my paperwork for me?

The paperwork can only be signed by the policyholder.

I know my rough mileage, can I state that on the limited mileage form?
The mileage given has to be as accurate as possible so that we can keep a record of the mileage used within an insurance year. If you cannot provide an accurate reading for this then you may be asked to produce copies of your MOT certificates.
Do I need to state both my engine number and chassis on the modified vehicle report form?
The modified vehicle report form will only need both the engine number and chassis number if there are engine modifications. If this is not the case then you can supply just either the engine number or the chassis.
Completing your agreed value request online

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.

How can I send the documents required?

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 [email protected]

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

We can accept faxed documents. Please use 0344 381 4373. However, please avoid using fax machines for colour or detailed documents, such as photographs or photocard driving licences.

DVLA Check Code - How to obtain one
Smartbox - FluxScore
Do I have to download the FluxScore app?

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

Who can access my data?

By accepting this policy, data collected will be shared between us, your insurer, iTelematiX Limited and our nominated claims management company. We will also share your data with certain authorities, for example the police, if we are instructed to. You should make sure named drivers also agree to the use of their data.

What happens if I don't fit the Smartbox?

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 4593.

Do I need to notify of any claims or convictions that happen during the policy?

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 result in terminations. We would give you seven days' notice.

As long as the motoring convictions, fixed penalties or endorsements do not result in termination, you can request your FluxScore app to be updated to reflect this amendment in your projective renewal premium by contacting us on 0344 381 4593.

You must also inform us if you have an accident, regardless of the blame, or if a claim is likely to be made against your policy. The indication of your renewal premium shown on your FluxScore app is based on any accidents or claims that are deemed 100% non fault before the renewal date. You can request for your FluxScore app to be updated to reflect any fault or partial fault incidents or claims by contacting us on 0344 381 4593.

Do I need to tell you if I change my mobile number?

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.

How can I tell if the Smartbox is activated?

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.

Why have I not received an activation text message?

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.

How do I get a good score?

Drive safely!

What happens if somebody else drives my car?

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.

How is my score calculated?

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 I check my score, what do the numbers mean?

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.

Why is my best renewal premium higher than it was yesterday when I have saved money?

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.

What are the alert limits?

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.

    What happens if I get suspended?

    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.

    My App says I'm suspended but the call centre is closed, am I still insured?

    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 Saturdays 09:00 – 13:00. The number to call us 0344 3814593.

    What happens if I am driving another vehicle?

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

    What assumptions does my projected renewal premium make?

    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.

    Does this policy earn No Claims Bonus?

    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.

    I don't agree with my score, what can I do about this?

    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.

    Is my renewal premium accurate?

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

    Is my driving still monitored after my renewal date?

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

    How do I know if the Smartbox is working?

    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).

    How long does it take to send the Smartbox out to me?

    The Smartbox provider, iTelematiX, will send the Smartbox to you using a courier service. The Smartbox is sent using a Fully Tracked Delivery Service Monday-Saturday. The courier will send you a notification emails and/or text message with the expected delivery date and time. The text message will state the delivery from ‘Smartbox’. If you are not at the home address, or the specified address given, you can change the delivery details by following the link in the text message. Please note should the Smartbox not be fitted within 72 hours of the cover start date, the cover will be reduced to Third Party Only and will ultimately cancel within a set time frame.

    What will happen if I cannot take delivery?

    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.

    How do I install the Smartbox?
    Click here to watch the video showing you how to install the Smartbox.

    Step 1 – Where to Locate on your Windscreen

    The unit needs to be securely attached and mounted upright to the inside of the front windscreen of your vehicle. It must be working for the whole of your insurance policy.

    Decide where you want to put your Smartbox. Do not peel off the glue strips on the reverse of the Smartbox at this point.

    If your vehicle has enough space then it is ideal to mount your Smartbox on the driver’s side of the windscreen so that it can be easily reached once installed.

    The unit must not be mounted within the area of the windscreen which is cleaned by the wipers. Make sure that where you have chosen to place your Smartbox does not obstruct your view of the road.

    Step 2 – Cleansing your Windscreen

    Your Windscreen must be clean and warm for the Smartbox to secure.

    Warm your windscreen - you can do this by letting the car run for a few minutes.

    Then use the special wipe provided to prepare the glass for your Smartbox.

    Once it’s cleaned, you MUST let the solution evaporate to leave the windscreen dry - otherwise your Smartbox will not secure properly.

    The glue is very strong, so you will only get one go at applying the Smartbox.

    Carefully expose the glue pad and press firmly against the windscreen for at least 10 seconds.

    Step 3 – Connecting Power

    Once your Smartbox is attached to the windscreen the charger can be attached for the first time.

    Apply power using the enclosed USB charging lead. If your car does not have a USB power output, use the enclosed adaptor.
    You may need to start your engine to achieve this.

    What happens if I have an accident?

    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-buil 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.

    What do I do if I've decided I don't want the Smartbox?

    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 £40 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.

    Who owns the Smartbox and accessories?

    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.

    How is the Smartbox powered?
    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 USB power output or 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 seven days. Charging the Smartbox during this period and calling us can reverse this cancellation notice
    I don't have a USB Power Output in my car, what can I do?

    If your car does not have a USB power output you can use the enclosed adaptor.

    Where should I keep the Smartbox?

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

    What happens if I do not charge my Smartbox?

    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.

    How do I use the FluxScore app?

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

    Step by step guide
    What will I get charged if I cancel the policy?

    Your refund will be calculated on a pro-rata basis. The cost of the Smartbox and data is non-refunded. On all refunds we retain our commission and an administration fee.

    Smartbox - FluxScore - Refer a Friend
    When do I get my reward?
    You become eligible for your reward after your friend has been on cover for 14 days.
    Why do I have to wait 14 days?
    This is to allow for all the policy checks to be completed and to ensure your friend has fitted and activated their device and has recorded their first journey.
    My friend has become a policyholder but you haven’t paid me yet?
    Your friend’s policy has not been active for 14 days.
    My friend has cancelled/been cancelled within the first 14 days, will I still get the reward?
    No – only policies where the friend has been on cover for 14 days are eligible to qualify for the reward.
    My mum/dad pays for my policy can I get the money myself?
    Yes –We can arrange an eVoucher to be sent.
    You say you’ve sent me my e-Voucher but it hasn’t arrived?
    We send an email confirmation of the e-Voucher to the email address you have registered against your Fluxscore policy. The email will be from VoucherExpress.co.uk. Please check your spam/Junk folder.
    You’ve suspended/cancelled me will I still get the reward?
    No – Cancelled policies are not eligible for the Refer-a-Friend scheme.
    My policy is due to lapse and I’m not staying with Fluxscore, will you still pay me if my friend becomes a Fluxscore policyholder?
    No – Cancelled policies are not eligible for the Refer-a-Friend scheme.
    What is the e-Voucher?
    Your e-Voucher would be sent direct to your registered email address from Voucher Express. The voucher is redeemable with over 30 retailers including; Amazon, Curry’s PC World, John Lewis, Tesco, Ikea and Costa Coffee, etc. The list of places where the voucher can be used may change from time to time. To see the current list please google: www.voucherexpress.co.uk. https://www.voucherexpress.co.uk/full-range.aspx If you do choose the voucher it may take up to 3 working days for you to receive the voucher, usually it is much quicker.
    If I refer more than one friend can I choose to take my reward differently each time?
    Yes each time you qualify for another reward you may choose to receive your reward in a different way
    My premium credit payment is in arrears – can I get paid as an e-Voucher?
    No – if their premium credit account is in arrears the payment must be used as a payment towards any arrears. Any subsequent rewards after the arrears have been cleared may be taken as a e-Voucher.
    Smartbox - Mileage
    What is the Smartbox and how can it help?

    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.

    What information is recorded?

    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.

    How can I tell if the Smartbox is activated?

    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.

    How do I know if the Smartbox is working?

    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.

    Why have I not received an activation text message?

    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.

    What happens if I don't fit the Smartbox?

    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 4593.

    How long does it take to send the Smartbox out to me?

    The Smartbox provider, iTelematiX, will send the Smartbox to you using a courier service. The Smartbox is sent using a Fully Tracked Delivery Service Monday-Saturday. The courier will send you a notification emails and/or text message with the expected delivery date and time. The text message will state the delivery from ‘Smartbox’. If you are not at the home address, or the specified address given, you can change the delivery details by following the link in the text message. Please note should the Smartbox not be fitted within 72 hours of the cover start date, the cover will be reduced to Third Party Only and will ultimately cancel within a set time frame.

    What will happen if I cannot take delivery?

    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.

    Do I need to tell you if I change my mobile number?

    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.

    What do I do if I've decided I don't want the Smartbox?

    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 £40 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.

    What will I get charged if I cancel the policy?

    Your refund will be calculated on a pro-rata basis. The cost of the Smartbox and data is non-refunded. On all refunds we retain our commission and an administration fee.

    Who owns the Smartbox and accessories?

    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.

    How is the Smartbox powered?
    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 USB power output or 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 seven days. Charging the Smartbox during this period and calling us can reverse this cancellation notice
    Do I get a refund if I drive slowly?

    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.

    What will happen if I go over the agreed mileage limit?

    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.

    Where should I keep the Smartbox?

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

    How do I install the Smartbox?
    Click here to watch the video showing you how to install the Smartbox.

    Step 1 – Where to Locate on your Windscreen

    The unit needs to be securely attached and mounted upright to the inside of the front windscreen of your vehicle. It must be working for the whole of your insurance policy.

    Decide where you want to put your Smartbox. Do not peel off the glue strips on the reverse of the Smartbox at this point.

    If your vehicle has enough space then it is ideal to mount your Smartbox on the driver’s side of the windscreen so that it can be easily reached once installed.

    The unit must not be mounted within the area of the windscreen which is cleaned by the wipers. Make sure that where you have chosen to place your Smartbox does not obstruct your view of the road.

    Step 2 – Cleansing your Windscreen

    Your Windscreen must be clean and warm for the Smartbox to secure.

    Warm your windscreen - you can do this by letting the car run for a few minutes.

    Then use the special wipe provided to prepare the glass for your Smartbox.

    Once it’s cleaned, you MUST let the solution evaporate to leave the windscreen dry - otherwise your Smartbox will not secure properly.

    The glue is very strong, so you will only get one go at applying the Smartbox.

    Carefully expose the glue pad and press firmly against the windscreen for at least 10 seconds.

    Step 3 – Connecting Power

    Once your Smartbox is attached to the windscreen the charger can be attached for the first time.

    Apply power using the enclosed USB charging lead. If your car does not have a USB power output, use the enclosed adaptor.
    You may need to start your engine to achieve this.

    I don't have a USB Power Output in my car, what can I do?

    If your car does not have a USB power output you can use the enclosed adaptor.

    What happens if I am driving another vehicle?

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

    What happens if I do not charge my Smartbox?

    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.

    What happens if I have an accident?

    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-buil 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.

    Who can access my data?

    By accepting this policy, data collected will be shared between us, your insurer, iTelematiX Limited and our nominated claims management company. We will also share your data with certain authorities, for example the police, if we are instructed to. You should make sure named drivers also agree to the use of their data.

    Green Cards - Travelling Abroad
    Will I need extra motor insurance policy cover in order to travel to the EU or EEA from 1 January 2021?

    No, your policy includes third party cover for travel to the EU/EEA and will continue to do so after the Brexit transition period ends.

    Third party cover means that you meet the minimum insurance cover as required by law, but should you be involved in an accident, you will only be able to claim for the damage caused to the third party. Please check your policy booklet for details of the cover provided on your policy specifically.

    Do I need a Green Card when driving abroad?

    Although the UK intends to remain part of the Green Card-free circulation area and meets all the requirements to do so, a decision confirming that has not yet been made by the European Commission.

    Therefore, UK motorists should prepare to carry Green Cards as proof of insurance cover when driving in the EU, EEA, Switzerland, Serbia and Andorra from 1st January 2021.

    I live in Northern Ireland; will I need a Green Card now to drive in the Republic of Ireland?

    Yes, you should prepare to carry a Green Card to drive in the Republic of Ireland from 1 January 2021.

    How can I get a Green Card?

    Contact us in good time before you intend to travel – preferably a few weeks before – with your dates of travel and a list of the countries you intend to drive in and through, and we will issue you a Green Card for those dates and countries. If you are travelling within the EU or EEA, your Green Card document no longer needs to be printed on green paper, so you will now be able to print this yourself at home, similarly to printing a boarding pass before travelling by air.

    Policy holders can print them on white paper using black ink only. If you are unable to access a printer, please let us know as soon as possible and we will send one in the post instead.

    Will Green Cards be accepted electronically or is a physical copy required?

    You must carry a physical copy of your Green Card when driving abroad – Green Cards will not be accepted in an electronic format (e.g. shown on a smartphone screen, etc). Please print out your Green Card or contact us to request a physical copy before travelling.

    Do I have to pay for a Green Card?

    There may be an administration fee for issuing a Green Card.

    Will Green Cards be checked at borders when driving in the EU?

    You may need to show your Green Card at the border when entering the EU/EEA or moving between EU/EEA Member States, but this will depend on the border authorities of the relevant country. Motorists may also face police checks while driving abroad and will need to present a Green Card if they are involved in an accident. You will need a physical copy – electronic copies (e.g. shown on a smartphone) will not be accepted.

    What other documentation will I need to carry?

    Alongside your Green Card(s), when travelling abroad you should carry your driving licence, your Certificate of Motor Insurance for each vehicle, a GB sticker on your vehicle, and possibly an international driving permit (IDP).

    Do I need a Green Card for each vehicle on my multi-car policy?

    Yes, a Green Card is required to cover each vehicle insured under a policy, so you’ll need a Green Card for each individual vehicle included in a multi-car policy that you intend to drive abroad.

    What if a policy is due for renewal when driving abroad?

    If your policy is due for renewal during the period of travel, you need a Green Card for each policy. When you contact us with your travel dates, we’ll let you know if this applies and discuss renewing your policy to make sure you have the cover you need.

    What if I drive abroad without a Green Card?

    It will be illegal to drive abroad without a Green Card from 1 January 2021. You could be prosecuted, face penalties or fines, or have their vehicle seized. Should you find yourself abroad without a Green Card, or any other relevant insurance documents, contact us urgently and we’ll do our best to help get these to you.

    I’m from the EU/EEA – do I need a Green Card to drive in the UK?

    You should prepare to carry a Green Card or other valid proof of insurance when driving in the UK from 1 January 2021 – contact us to arrange this.

    Do I need a separate Green Card for my trailer or caravan?

    Yes, you’ll need one for the towing vehicle and one for the trailer / caravan. You might need separate trailer insurance in some countries as well – get in touch with us for a quote.

    Home Insurance
    Buildings Cover
    What does buildings insurance cover?

    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.

    What does buildings insurance protect against?

    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.

    Will my shed or garage be covered?

    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.

    Do I have to insure my home?

    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.

    Why is my home buildings insurance so expensive?

    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.

    My building policy's rebuild costs seem very high. Is that right?

    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.

    Do I need building insurance if I rent a property?

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

    Will I be able to get insurance for a house that's suffered subsidence and been underpinned?

    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.

    Why don't insurance companies like thatched properties?

    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.

    Cancellations
    Do I get a refund if I cancel my Home insurance?

    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.

    Changing your Policy
    How do I change my contact telephone number or email address?

    You can call us on 0344 381 6505 or email us at [email protected]. Please email us from the email address registered to your policy.

    How do I change my address?

    You can call us on 0344 381 6505 or email us at [email protected]. Please note we may contact you for additional information on the new property.

    How do I change my correspondence address?

    You can call us on 0344 381 6505 or email us at [email protected]. Please email us from the email address registered to your policy.

    How do I amend my Home insurance policy?

    You can call us on 0344 381 6505 or email us at [email protected]. Please email us from the email address registered to your policy.

    How do I amend the sums insured on my policy?

    You can call us on 0344 381 6505 or email us at [email protected]. Please email us from the email address registered to your policy.

    How do I add contents to my policy?

    You can call us on 0344 381 6505 or email us at [email protected]. Please email us from the email address registered to your policy.

    How do I add buildings to my policy?

    You can call us on 0344 381 6505 or email us at [email protected]. Please email us from the email address registered to your policy.

    Can I amend my policy to allow me to let it out to tenants?

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

    Can I amend my policy so that I can leave it unoccupied?

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

    Can I amend my policy so I can use it as a second home?

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

    Can I amend my policy so that I can let it out for holiday use?

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

    How do I remove contents from my policy?

    You can call us on 0344 381 6505, email us at [email protected] or amend your policy via our website.

    How do I remove buildings from my policy?

    You can call us on 0344 381 6505, email us at [email protected] or amend via our website.

    Claims and Excesses
    I have an adverse claims history. Can you insure me?

    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.

    How can I get an update on my claim?

    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.

    Can I protect my no claims bonus?

    No. This is not available on our policies.

    If I make a claim, how will this affect my no claims bonus?

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

    Do I have Legal cover on my policy?

    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.

    Do I have cover for Home Emergency?

    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.

    How do I make a claim?

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

    Will my policy include any excesses?

    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.

    Can I choose the excess that I pay towards the cost of a claim?

    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.

    Are falling trees covered by Home insurance?

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

    What is the definition of a burst pipe?

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

    How do I find out if my home is at risk of flooding?

    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 0345 988 1188 or check the Environment Agencies website.

    Contacting us
    What is your address?

    Our address is:

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

    What is your telephone number?

    Please see our contact information.

    What is your email address?

    Please see our contact information.

    What are your opening times?

    Please see our contact information.

    Contents Insurance
    Do you offer a 'New for Old' policy?

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

    Do I need to specify all of my valuables?

    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.

    Are bicycles covered?

    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.

    Are cycles included under personal possessions 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.

    Am I covered for money or credit cards?

    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.

    Do I need to provide proof of ownership for all of my personal possessions?

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

    Is my computer covered?

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

    Am I covered for my golf clubs?

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

    Do you provide cover for guns?

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

    Is the food in my fridge covered?

    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.

    How do I find out an accurate figure for the rebuild cost and/or contents of my property?

    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.

    How do I make a claim?

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

    Are the contents of my outbuildings covered?

    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.

    Is a TV classed as a personal possession?

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

    Do you provide kitchen appliance cover?

    No, we do not provide this cover.

    Is a bicycle theft covered by my contents insurance?

    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.

    Is my business equipment/stock covered?

    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.

    What items are covered by home contents insurance?

    Typically, contents insurance will cover your possessions 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.

    What does contents insurance protect me from?

    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.

    What's the point of new for old contents cover?

    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 desktop computer, although beware as some no frill policies have come on to the market recently that don't offer this protection.

    What is accidental damage cover?

    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.

    Do I have to insure building and contents under the same policy?

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

    Are contents automatically protected away from the home?

    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.

    General Queries
    Can I get a Home insurance quotation via email?

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

    Can I pay my insurance premium using someone else's credit card?

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

    Why is it necessary to provide all of my personal details in order to get a Home insurance quote?

    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.

    Do you supply Home insurance in Northern or Southern Ireland?

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

    Do you supply Home insurance in Jersey or Guernsey?

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

    If I have a mortgage, will you note the lenders interest on my policy?

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

    Is my policy index linked every year?

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

    Will you insure my new house while I sell my current one?

    Yes, we can offer this cover.

    What type of Home Insurance do you 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.

    If I am adding an extension to my home, will I be covered for damage to the new building?

    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.

    Why has my renewal increased this year?

    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.

    If I need to contact you, what is your telephone number?

    You can contact our Household Department on 0344 381 6505.

    Do you need to know about trees near my property?

    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.

    Is my outbuilding structure covered?

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

    Can you insure me if I work from home?

    Yes, either for clerical or full business use. If you will be working from home please contact our office on0344 381 6505 to confirm whether the type of work will be acceptable to your insurance company.

    Does my Home insurance cover me for accidents?

    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.

    How long can I leave my property unoccupied for when I go on holiday?

    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.

    Holiday and Second Homes
    Can I insure my property with you if it is used as a holiday/second home?

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

    Can I insure my property with you if it is a let out holiday home?

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

    Can I insure my property with you if it is unoccupied?

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

    Can I insure my holiday home abroad?

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

    What type of Home Insurance do you 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.

    Non Standard Properties or Policies
    Can I insure my property with you if it is used as a holiday/second home?

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

    Can I insure my property with you if it is a let out holiday home?

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

    Can I insure my property with you if it is Unoccupied?

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

    Can I insure my property with you if it's made of non-standard construction?

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

    Can I insure my property if it has a thatch roof?

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

    Can I insure my property it has previously suffered subsidence?

    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.

    Can I insure my property if it has been underpinned?

    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.

    Can I insure my property if it has previously been flooded?

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

    I have a criminal conviction, can I take out a policy with you?

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

    I have an adverse claims history. Can you insure me?

    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.

    Can you insure a property that is at risk of flooding?

    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.

    Can you insure me if I work from home?

    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.

    Renewals
    I think my policy renewal is due soon. Can I have my renewal price?

    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.

    My renewal premium includes a charge. What is this for?

    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.

    If I take a new policy in the future, will I have to provide you with all my details again?

    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.

    I had requested for my cover to be lapsed, could I arrange another policy with you?

    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.

    I have received a cheaper quotation elsewhere. Why re-insure with you?

    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.

    Why is my policy going to be automatically renewed?

    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.

    Why have the rebuild or contents values increased?

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

    The people living in my property have changed since last year. Can I still renew the policy?

    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.

    Why does my renewal show zero No Claims Bonus (NCB)?

    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.

    I have recently purchased some valuable items. Do I need to tell you?

    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.

    I am planning on building an extension in the next year. Do I need to tell you?

    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.

    Payments and Premium Credit
    I need extra time to make a payment, is this possible?
    It may be possible, depending on the circumstances. Please contact us as soon as possible so that your policy does not get cancelled.
    Why have my instalments increased this year when my renewal quote is less than my previous quote?
    When your policy started you may have paid a deposit of around 15%. This would have taken a large amount of your premium away from the outstanding balance that was to be paid over instalments. However, this year so you don't have to pay a deposit we split the instalments up equally.
    What payment methods do you accept?
    We accept all major credit /debit cards, postal orders, cheques and bankers drafts. We also accept cash payments in person. However, we do not recommend sending this in the post.
    Who do I make cheques payable to?

    Cheques should be made payable to Adrian Flux Insurance.

    Who is Premium Credit?

    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.

    MyPremiumCredit

    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.

    How do I change my bank details?

    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.

    Can I change my payment date?

    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.

    What happens if I miss a payment?

    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.

    What are my monthly payments?

    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.

    Personal Possessions
    Are my belongings covered outside of the home, or when I go abroad?

    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.

    Is a bicycle theft covered by my contents insurance?

    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.

    Are cycles included under personal possessions 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.

    Do I need to provide proof of ownership for all of my personal possessions?

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

    Do I need to specify all of my valuables?

    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.

    Am I covered for money or credit cards?

    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.

    Is a TV classed as a personal possession?

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

    Do you provide kitchen appliance cover?

    No, we do not provide this cover.

    Rented or Let Properties
    I live in a rented flat, can I insure my contents with you?

    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.

    Can you insure contents in a fully furnished rented accommodation?

    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.

    Can I insure my property with you if it is let to tenants?

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

    I own a block of flat, all of which are occupied differently. Can I arrange cover for the whole building?

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

    Can I insure my property with you if it is a let out holiday home?

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

    Can I amend my policy to allow me to let it out to tenants?

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

    Can I amend my policy so that I can let it out for holiday use?

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

    I am the Freeholder of a house converted into several flats. Can I arrange cover for the whole building?

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

    Security and Flooding
    Do you provide cover to find the source of a water leak?

    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.

    Will having approved locks and/or an alarm reduce my premium?

    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.

    Can I insure my property if it has previously been flooded?

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

    Can you insure a property that is at risk of flooding?

    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.

    What is the definition of a burst pipe?

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

    If I am adding an extension to my home, will I be covered for damage to the new building?

    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.

    Do I have to have Key operated window locks on all windows?

    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.

    There has been surface flooding near my property but no flooding to my property, do I have to tell my insurers?

    You must advise us of any flooding within 400m of your property that was within the last 25 years. 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.

    If a burst pipe floods my property is this a Flood claim?

    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.

    Our Guide to Keeping Your Home Safe
    How can I minimise the damage of a burst pipe?
    • 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.
    How can I help prepare my home for flooding?
    • 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.
    What do I do if my house is damaged during a storm or high winds?
    • 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.
    How do I prepare my home for winter weather?

    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 15°C 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.
    How do I make sure my pipes don't freeze?

    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 5°C (41°F) especially if you are away for more than a day or two during the winter months.
    Van Insurance
    Accidents and Claims
    Why do I have to pay my excess if an accident is not my fault?

    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.

    I have protected no claims bonus, so will my policy be affected by a claim that is my fault?
    Each Insurer has a "rule" on how many claims are allowed before you lose your protected bonus benefit. A "fault" or "pending" claim on your driving history may increase future premiums, as it represents a higher risk to the Insurers.
    Do I get a courtesy car if I have an accident?

    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.

    I have received third party correspondence, what should I do?

    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

    Do I have legal cover on my 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.

    If I have an accident and I do not wish to make a claim, do I still have to notify my insurer?
    Yes, it is always advisable to tell your insurer of any incident the insured vehicle is involved in, so that your file is always fully updated, even if no claim is to be made.
    Should I expect my premium to rise if I reported an accident to my Insurance Company in which I was not found at fault?
    While an accident is pending, even if it appears not to be your fault, your Insurance Company will initially classify it as a fault incident. This means that your no claims bonus, and in turn your premium, may be affected. A 'fault' incident will in the majority of cases increase your premium even if your No Claims Bonus is unaffected. If the accident is settled in your favour and you are not at fault your Insurer may still increase the premium.
    I've just been in an accident. How will the Insurer arrange the payment for repairs to my car?

    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.

    Can I demand original equipment manufacturer (OEM) parts to repair my vehicle?

    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.

    Do I have to use my Insurer's body shop for repairs?

    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.

    What should I do if I've just had a car accident?

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

    How much cover does Legal Expenses Cover provide?

    Please refer to your Legal Expenses policy wording for cover and any limit which would apply.

    When can I use Legal Expenses Cover?

    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
    Who is covered under Legal Expenses cover?

    The Motor Legal Expenses policy will cover you and any named driver to pursue uninsured losses arising from a non-fault accident, where there are reasonable prospects of success. Please refer to your Legal Expenses policy wording for any limits which may apply.

    Would I be covered by Legal Expenses Cover if the driver at fault leaves the scene of the accident without swapping details?

    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.

    Will you pay compensation under my Legal Expenses Policy if I am injured as a result of a road traffic accident and unable to work?

    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.

    If I need to use Legal Expenses Cover are there any additional costs other than the annual premium?

    No, there are no costs at all as the Legal Expenses policy is free of charge. Please refer to your Legal Expenses policy wording for cover and exclusions.

    Do I need Legal Expenses cover if I know a solicitor?

    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. Please refer to your Legal Expenses policy wording for cover and any limit which would apply. Using your own solicitor can incur costs which may not be able to be recovered.

    How do I make a claim?

    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.

    What is an excess?

    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.

    Will I be supplied with a courtesy car while my car is being repaired?

    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.

    After a car accident, I had my car repaired at a body shop my Insurance Company referred me to, but I'm not happy with the work that was done. Is there anything I can do about it?

    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.

    If I claim for a windscreen will this affect my no claims bonus?
    No, windscreen claims will not affect your no claims bonus. However, not all policies cover you for windscreen repair. You can check if you are covered by referring to your policy booklet or schedule of insurance.
    Cancellations
    Do I need to cancel my direct debit agreement if my policy is cancelled?
    No, we will cancel your direct debit for you when the policy is cancelled, and calculate if you have under or overpaid.
    Why do I owe money even though my policy is cancelled?
    If you chose to pay by instalments, it may be that the charges made by your Insurer and us are greater than the amount you have paid so far. Insurers sometimes charge on a short-period basis, meaning that the charge is not directly proportionate to the amount of time covered on the policy.
    How can I cancel my policy?
    To cancel your policy you need to call us - please find the correct contact number for your policy here.
    Do I get a refund if I've had a claim?
    If a claim is either pending or has been settled against you in the current period of Insurance, the Insurers will not allow a refund. For clients paying by instalments, this means that the instalments must continue to be paid until the premium is paid in full.
    Will I get a refund if my policy is cancelled?

    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.

    Where can I view my policy booklet?

    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.

    You've issued me with a seven-day cancellation letter as I haven't sent the required documents. What happens next?

    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 £30 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.

    Do I have to cancel my policy if my situation changes?

    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.

    I have found a cheaper quote. Should I just cancel my policy?

    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.

    Contacting us
    What is your address?

    Our address is:

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

    What is your telephone number?

    Please see our contact information.

    What is your email address?

    Please see our contact information.

    What are your opening times?

    Please see our contact information.

    New Policies - Why do we ask for extra information?
    I haven't provided any false information - why are you asking me for extra paperwork?

    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.

    I don't drive many miles per year - why are you asking me to confirm this?

    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.

    Why do you need driving licence check codes?
    We ask for driving licence check codes on many policies, including all that are purchased via online sources, to check not only any motoring convictions, but also dates of birth, full names, driving restrictions and country issued. This is for all drivers named on the policy. If you live in Northern Ireland, Jersey, Guernsey, or the Isle of Man, the DVLA’s check code service isn’t available to you, and we will instead request a copy of your counterpart driving licence as well as a copy of both sides of your photocard driving licence.
    My car is garaged, why are you querying it?

    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.

    I've taken out a policy and have forgotten to tell you about an accident, what do I do?

    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.

    Why have you charged me a £35 fee?

    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.

    Why do you need a recent utility bill?

    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

    If you are not the bill payer in your household, you may provide a copy of a recent mobile phone bill and a bank statement instead.

    Why do you need a photograph of my speedometer or odometer?

    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.

    Why do you need proof of my no claims bonus?

    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.

    Classic car policies often attract a discount for claim free driving instead of no claims bonus. We can offer policies which recognise your claim free driving on your classic car as no claims bonus and attract the same level of discount. You can request evidence of your claim free driving from your most recent insurance company, which should include all the information listed above.

    Why do I need to provide a letter from my employers?

    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.

    Why are you cancelling my policy when I've only just taken it out?

    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 long do I have to provide extra forms and information to you?

    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.

    Do you want the original forms or just copies?

    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.

    What happens if I can't provide proof of my no claims bonus?

    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.

    Why do you need proof of the insurance on my other vehicle?

    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.

    No Claims Bonus
    Does my no claims bonus expire after a certain period of time?
    Most Insurers will accept no claims bonus which has expired up to two years before you use it again. We may be able to use no claims bonus which is over two years old, however you must advise us of this at the time of the quotation.
    I'm getting a second car, can I use my no claims bonus twice?

    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.

    I have been a named driver on someone else's policy for a few years, does that mean that I am entitled to a no claims discount?
    In order to gain no claims bonus entitlement the insurance policy needs to be in your name. However providing you have been claim free as the named driver, we can normally offer an introductory discount.
    Can I use my commercial vehicle NCB on a private car policy?
    Not all insurers will allow this. Advise us at the time of quotation that you have commercial vehicle NCB so we can try to accommodate this.
    Can I use motorcycle NCB on a private car policy?
    Not normally - advise us of this as an introductory discount may be available.
    What does NCB stand for?

    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 my No Claims Discount has been earned in another country, is it still acceptable?
    Some Insurers will accept No Claims Discount from another country. You should ensure that you tell us when you request your quote if your No Claims Discount was earned in another country, so that we can place your policy with an appropriate Insurer.
    What exactly am I covered for when I have protected my no claims bonus?
    Insurance companies have their own terms regarding this. To check these details refer to your policy booklet initially or contact our customer service department.
    If I have a policy that runs for less than 12 months do I still earn a years' No Claims Bonus?
    If your policy finishes or is cancelled before the 12 months is completely finished, unfortunately you are not entitled to a years' No Claims Bonus.
    Can I use someone else's No Claims Bonus?

    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.

    When does my No Claims Bonus go out of date?

    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.

    Can I use No Claims Bonus that I earned outside of the United Kingdom?

    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.

    I don't know how many years of NCB I have

    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.

    Can I use motorcycle or commercial No Claims Bonus on a car policy, or vice versa?

    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.

    Why do you ask for No Claims Bonus proof?

    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.

    I had a classic car policy with claim free driving; can I use this as No Claims Bonus?

    We can offer policies which recognise your claim free driving as No Claims Bonus. Talk to us to discuss finding a policy which provides you with the same discount for your claim free driving as you would get for No Claims Bonus. You will also continue to earn No Claims Bonus on your policy with us if you complete your policy term without a claim.

    Renewals
    I think my policy renewal is due soon. Can I have my renewal price?

    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.

    I have received a cheaper quotation elsewhere. Why re-insure with you?

    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.

    My circumstances have changed. Can I still renew my policy?

    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.

    Why is my policy going to be renewed automatically?

    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.

    My renewal premium includes a charge. What is this for?

    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.

    Why are my old motoring convictions still on your records?

    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.

    I had requested for my cover to be lapsed, could I arrange another policy with you?

    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.

    If I take a new policy in the future, will I have to provide you with all my details again?

    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.

    I made a claim last year but I've got protected No Claims Bonus (NCB). Why has my price increased?

    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.

    My No Claims Bonus (NCB) entitlement has been lost after a claim. Is this correct?

    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.

    Will my No Claims Bonus (NCB) entitlement remain valid indefinitely? 

    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.

    My No Claims Bonus (NCB) entitlement has been reduced after a non-fault accident. Is this correct

    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.

    Will I have to pay any increased premiums if my No Claims Bonus (NCB) entitlement is reduced?

    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.

    Payments and Premium Credit
    I need extra time to make a payment, is this possible?
    It may be possible, depending on the circumstances. Please contact us as soon as possible so that your policy does not get cancelled.
    Why have my instalments increased this year when my renewal quote is less than my previous quote?
    When your policy started you may have paid a deposit of around 15%. This would have taken a large amount of your premium away from the outstanding balance that was to be paid over instalments. However, this year so you don't have to pay a deposit we split the instalments up equally.
    What payment methods do you accept?
    We accept all major credit /debit cards, postal orders, cheques and bankers drafts. We also accept cash payments in person. However, we do not recommend sending this in the post.
    Who do I make cheques payable to?

    Cheques should be made payable to Adrian Flux Insurance.

    Who is Premium Credit?

    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.

    MyPremiumCredit

    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.

    How do I change my bank details?

    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.

    Can I change my payment date?

    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.

    What happens if I miss a payment?

    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.

    What are my monthly payments?

    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.

    Policy Certificate
    I've lost my certificate, what can I do?

    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.

    My immobiliser is fitted as standard, how do I fill in the immobiliser form?
    There is a section on the form to tick to state that your immobiliser is fitted as standard. Our administration team will check the form to see if the immobiliser matches the policy requirements, and will contact you with any problems.
    I need to tax my vehicle?

    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.

    When will I receive my insurance documents?

    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.

    I have received my new policy documents but it states a different price to the amount I paid; why is this?

    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.

    My insurance schedule states some endorsements that I was not aware applied to my policy, what should I do?

    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.

    Completing your agreed value request online

    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.

    My certificate states that I have commuting use. Am I also covered for social, domestic and pleasure use too?

    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.

    Policy Terms and Additional Cover
    If I have comprehensive cover, does this mean I have the benefit of driving other cars?
    No, this is not an automatic inclusion in comprehensive policies. You can check your certificate of Insurance to see if you have this entitlement. If you are in doubt, we would advise that you contact our Customer Service Team.
    Can I add another vehicle to my policy?
    This may be possible, depending on the policy you have and the vehicle you wish to add. We can only add an additional vehicle for a period of seven days. The Insurer will generally charge an additional fee for covering the extra vehicle. Should you require cover for longer than fourteen days, or if we cannot provide cover, we recommend Sterling Insurance.
    Does the policy entitle me to drive anybody else's car?
    Most policyholders over the age of 25 are given this cover. If this benefit is added it will show on your certificate of insurance. This cover is Third Party Only and is restricted to vehicles not owned and registered to you.
    I need to fit security to my vehicle
    Visit GAP Security.
    Where can I get an independent valuation for my vehicle?
    If we have requested an independent valuation, this should be provided by a independent and unbiased source who is a member of the Institute of Automotive Engineers and Assessors. It should be on headed paper and state clearly who has provided the valuation and their qualifications. Unfortunately, we are unable to accept valuations from owner's clubs, or garages which have worked on the vehicle or originally sold the vehicle.
    I think I may exceed my mileage limit?
    Call our customer service line, where the advisors should be able to increase your mileage. Please note in some cases the policy may have to be cancelled and a new policy taken out (charges will be incurred).
    I am a named driver on the policy; does the benefit of driving other cars apply to me?
    No this benefit only applies to the policyholder, provided that this is stated on the insurance certificate.
    Can I take out breakdown or personal accident cover when I have already accepted my quote?

    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

    What does the breakdown service cover me for?

    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
    What does the personal accident benefit cover?

    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
    How do I know if I have the benefit or driving other cars third party?
    It will state on your insurance certificate if you are covered. It may also state this on your insurance schedule.
    Can I add the benefit of driving other vehicles third party?
    Once the insurance is in force unfortunately you cannot add this benefit to your policy. However if you display an interest in this at your renewal date we can try to include this in your quote.
    I have a limited mileage policy however I will possibly be exceeding this when using the car off the road; does this count as exceeding my limit?
    The mileage limit is for the whole annual mileage no matter where the vehicle has been used. So if this is close to being exceeded please contact our customer service department for them to re-quote your policy.
    I personally will not exceed the mileage I have agreed to, however my friend/family member also uses my vehicle on their insurance. Is their mileage done included in my limit?
    The mileage restriction actually applies to the vehicle and not the insured drivers so if the mileage has been exceeded or is close to your limit please contact our customer service department for them to re-quote your policy.
    Do I have windscreen cover?

    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.

    What do I need when adding a driver?

    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 dependent on a number of factors.

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

    Can I add a learner driver to my policy?
    With some insurers it is possible to add a learner driver. However the insurers may increase the premium depending on the time they have held their provisional licence and age if they are a young driver. It is always best to contact us with the full details to enable us to check the insurers can cover a provisional driver.

    What is the minimum age of a driver I can add to my policy?

    Most Insurers have a minimum age applied to a policy. This age can start between 17 - 21 years. It can be dependent 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.

    What do I need to do if I take my vehicle off the road?

    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.

    Can I have limited mileage on my policy?

    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.

    Will you contact me when my renewal is due?

    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.

    Quotations and Mid-term adjustments
    When do I need to notify you of a change to my details?
    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.
    Can I add a driver to my policy?
    It may be possible to add a driver, however it is all dependent on their details and the type of policy that you have. We will need full driver information including any previous claims and convictions. Contact our Customer Service Team for a quotation.
    When do I qualify for protected no claims bonus?
    Each Insurer has their own ruling, however you must have at least four years no claims bonus to be able to protect it. There is normally an additional amount on your policy excess, and a minor loading on your premium.
    My car has been modified, do you need to know and will it affect the cost of cover?
    Yes, we need to know about any modifications to the vehicle, this may affect the insurance premium depending on the level of modifications. Make sure that all alterations to the vehicle are advised to us so that we can make sure that you are fully covered.
    Do red vehicles cost more to insure than other vehicles?
    The colour of your vehicle is not relevant to the price of the policy. However, should you have the vehicle's paintwork customised, this may increase the price. You should advise us if any paint changes are made.
    My teenager just got a driving licence and the insurance rates are through the roof. Is it best to add him to my policy? Do I have any other options?
    Unfortunately we cannot add a teenager onto their parent's policy, as it represents a much higher risk to the Insurer. Generally speaking if the teenager is using the vehicle more frequently than any of the other drivers, the policy should be set up in the teenager's name. This will also give the teenager the chance to start earning his or her own no claims bonus. Adrian Flux offer specialist young driver policies, which can even accommodate modified vehicles so we should be able to offer a competitive premium. These policies also allow discounts for the teenager if they have completed a Pass Plus scheme, or similar advanced driving course, so this may be something for your teenager to consider in order to reduce their premium.
    I got a speeding ticket. How much will it affect my car insurance premium?
    This depends on how many motoring convictions you have on your driving licence, and who your Insurance Company is. Many Insurers that we deal with will allow two fixed penalty speeding convictions to be on your licence without increasing your premium. You should notify us as soon as you receive a conviction.
    Your system does not list the make and model of my car - what should I do?
    We specialise in a variety of niche motoring markets, including vehicles of all makes and models carrying q-plates. If you are using our online quoting system, there is an option available to manually enter the make and model of your car. Our trained underwriters will then search for the most competitive market for your specialist vehicle.
    Can you provide insurance for my vehicle if it's been imported?
    We can cover imported vehicles provided we know the point of origin. The vehicle will require a UK registration number for road cover to be provided.
    When will I receive my renewal quotation?
    You will be in possession of your renewal invitation no less than 10 days prior to your renewal date.
    Can I add my son/daughter on my policy if they are under the age of 25?
    Statistically the risk of claims on a parent and child policy is very high, so unfortunately we do not cover children on parent's policies until they are over the age of 25.
    Will my premium go down if I add my mum or dad to my policy?
    Unfortunately not; the general rule is that the insurance premium is rated on the highest risk driver, which would be the youngest driver named on your policy.
    Why does my address affect my premium?
    The insurance companies keep track on the claim statistics in all areas of the UK so if you move to an area with higher claim amounts than previously it is seen as a higher risk for the insurer to take.
    Will my insurance premium go down if I garage my vehicle?
    This is not guaranteed however a few of the insurers that we deal with do offer a discount for your vehicle being garaged overnight. If you would like to see if this could apply to your policy please contact our customer service department.
    Sending Documents and Paperwork
    Proposal Form
    Your proposal form should show all of the information that was provided to us over the phone. It will resemble an application form. It should be checked thoroughly, and you should amend any errors. If there are any blank boxes, these should be completed. If you are unsure of any areas on the form or wish to expand on a piece of information, you can attach an explanation to the form on a standard piece of paper.

    Ensure that the form is signed and dated in every applicable place, as the forms often require more than one signature.

    When we receive the form, we will let you know if any amendments affect your policy.
    Driving licence check codes – what do I need to send?
    The Driver and Vehicle Licensing Agency (DVLA) allows licence holders to share their driving record by generating a check code at www.gov.uk/view-driving-licence. Alternatively, you can call 0300 083 0013. Check codes can only be used once and are only valid for 21 days, so please text it to 07860 020477 along with the last eight characters of your driving licence number as soon as possible. If the check code contains a mixture of upper- and lower-case letters, please make sure you include these. 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.
    No Claims Bonus

    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.

    Classic car policies often attract a discount for claim free driving instead of no claims bonus. We can offer policies which recognise your claim free driving on your classic car as no claims bonus – discuss this with us at quotation and we can look for suitable policies for you. Once we have agreed to accept this, you can contact your previous insurer to request proof of your claim free driving to forward to us, or complete the form we will send you to allow us to obtain evidence of your claim free driving over the phone.

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

    Modified Vehicle Report Form
    The modified vehicle report form should be completed with all modifications to your vehicle. Ensure that you do tell us ALL modifications, as any non-disclosures could mean that a claim does not get dealt with, or extra premium is added to your policy. In extreme cases the Insurers could null and void your policy.

    Ensure that you complete the engine and chassis number, as your Insurers require these. Please also ensure that you sign and date the form on the second page.
    Security/Immobiliser Forms
    If your policy requires a certain level of security you would have been told this at the time of the quotation. A lot of vehicles have security fitted as standard; so if this is the case, tick the box on the form that states this. All you then need to do is sign and date the form.

    If your security is not standard to the vehicle, we would need you to complete the make and model of the security device. If you have a certificate of fitment, you could also send a copy of this in for our records.

    A Thatcham approved device may be needed - if you are not sure if your device is, you can contact us and we will be able to tell you. A Thatcham Category 2 device is an immobilising system; a Thatcham Category 1 device is an immobilising system with a linked alarm.
    Proof of Owners Club Membership
    If we have asked you for this, a discount would have been allowed on your policy because you are a member of an owners club.

    If you have a membership card, please provide a copy of this. If you don't have a card, you can provide the name of the club, the membership number and the expiry date.

    If you are a member of an online club, we would preferably need an email from the administrator of the club to confirm you are a member, which states your full name.
    Limited Mileage Declaration
    If we have sent you a mileage declaration, your policy has been arranged on a limited mileage basis. You need to provide the mileage of the vehicle from the beginning of the policy, and will be asked to provide the closing mileage when the policy renews or lapses.

    Should you change your vehicle during the policy, we would require the closing mileage on your original vehicle, and the starting mileage on the new vehicle. We would then calculate the mileage for both vehicles when the policy renews.
    Proof of Company Car No Claims Bonus
    You may have had a company car for the last few years and this is your first policy 'on your own'. If this is the case, your no claims bonus would have been earned on the company car. We can allow a discount on our policies for this, but would just need to see proof from your company. This generally is provided in the form of a letter from the Insurers of the vehicle, or a letter from your Company stating the dates that you had the vehicle from and to, and that you had no claims during that time period.
    My immobiliser is not a standard fit, how do I find out what is fitted on the car?
    We usually suggest you either contact the previous owner or dealer as they may have fitted it, or take the car to a garage to see if they can find the make and model.
    Can someone else sign my paperwork for me?

    The paperwork can only be signed by the policyholder.

    I know my rough mileage, can I state that on the limited mileage form?
    The mileage given has to be as accurate as possible so that we can keep a record of the mileage used within an insurance year. If you cannot provide an accurate reading for this then you may be asked to produce copies of your MOT certificates.
    Do I need to state both my engine number and chassis on the modified vehicle report form?
    The modified vehicle report form will only need both the engine number and chassis number if there are engine modifications. If this is not the case then you can supply just either the engine number or the chassis.
    DVLA Check Code - How to obtain one
    Green Cards - Travelling Abroad
    Will I need extra motor insurance policy cover in order to travel to the EU or EEA from 1 January 2021?

    No, your policy includes third party cover for travel to the EU/EEA and will continue to do so after the Brexit transition period ends.

    Third party cover means that you meet the minimum insurance cover as required by law, but should you be involved in an accident, you will only be able to claim for the damage caused to the third party. Please check your policy booklet for details of the cover provided on your policy specifically.

    Do I need a Green Card when driving abroad?

    Although the UK intends to remain part of the Green Card-free circulation area and meets all the requirements to do so, a decision confirming that has not yet been made by the European Commission.

    Therefore, UK motorists should prepare to carry Green Cards as proof of insurance cover when driving in the EU, EEA, Switzerland, Serbia and Andorra from 1st January 2021.

    I live in Northern Ireland; will I need a Green Card now to drive in the Republic of Ireland?

    Yes, you should prepare to carry a Green Card to drive in the Republic of Ireland from 1 January 2021.

    How can I get a Green Card?

    Contact us in good time before you intend to travel – preferably a few weeks before – with your dates of travel and a list of the countries you intend to drive in and through, and we will issue you a Green Card for those dates and countries. If you are travelling within the EU or EEA, your Green Card document no longer needs to be printed on green paper, so you will now be able to print this yourself at home, similarly to printing a boarding pass before travelling by air.

    Policy holders can print them on white paper using black ink only. If you are unable to access a printer, please let us know as soon as possible and we will send one in the post instead.

    Will Green Cards be accepted electronically or is a physical copy required?

    You must carry a physical copy of your Green Card when driving abroad – Green Cards will not be accepted in an electronic format (e.g. shown on a smartphone screen, etc). Please print out your Green Card or contact us to request a physical copy before travelling.

    Do I have to pay for a Green Card?

    There may be an administration fee for issuing a Green Card.

    Will Green Cards be checked at borders when driving in the EU?

    You may need to show your Green Card at the border when entering the EU/EEA or moving between EU/EEA Member States, but this will depend on the border authorities of the relevant country. Motorists may also face police checks while driving abroad and will need to present a Green Card if they are involved in an accident. You will need a physical copy – electronic copies (e.g. shown on a smartphone) will not be accepted.

    What other documentation will I need to carry?

    Alongside your Green Card(s), when travelling abroad you should carry your driving licence, your Certificate of Motor Insurance for each vehicle, a GB sticker on your vehicle, and possibly an international driving permit (IDP).

    Do I need a Green Card for each vehicle on my multi-car policy?

    Yes, a Green Card is required to cover each vehicle insured under a policy, so you’ll need a Green Card for each individual vehicle included in a multi-car policy that you intend to drive abroad.

    What if a policy is due for renewal when driving abroad?

    If your policy is due for renewal during the period of travel, you need a Green Card for each policy. When you contact us with your travel dates, we’ll let you know if this applies and discuss renewing your policy to make sure you have the cover you need.

    What if I drive abroad without a Green Card?

    It will be illegal to drive abroad without a Green Card from 1 January 2021. You could be prosecuted, face penalties or fines, or have their vehicle seized. Should you find yourself abroad without a Green Card, or any other relevant insurance documents, contact us urgently and we’ll do our best to help get these to you.

    I’m from the EU/EEA – do I need a Green Card to drive in the UK?

    You should prepare to carry a Green Card or other valid proof of insurance when driving in the UK from 1 January 2021 – contact us to arrange this.

    Do I need a separate Green Card for my trailer or caravan?

    Yes, you’ll need one for the towing vehicle and one for the trailer / caravan. You might need separate trailer insurance in some countries as well – get in touch with us for a quote.

    Coronavirus (COVID-19)
    Motor Policy Questions
    If I need someone to drive my car to collect groceries or medicine, will they be insured?

    If the new driver has car insurance that includes driving other cars (this will show on their insurance certificate) and they have your permission, they can drive your car, but they will only have third party only cover.

    We recommend contacting us to add them to your policy as a named driver. If your policy is fully comprehensive, this ensures that any damage to your vehicle is covered when they use it.

    If I choose to drive to work now, will my insurance still be valid?

    If your policy does not already include cover for commuting, and you’re using your own vehicle to travel to work, you will need to contact us to add it to your policy.

    If I can’t use my vehicle, can I pause my insurance?

    It is a legal requirement to have valid cover for your vehicle unless you register it off the road and apply for a SORN. If you want to keep your vehicle but won’t drive it for a while, contact us to discuss the available options.

    Will my current insurance be valid if I drive for a voluntary organisation to help those who can't leave their homes?

    Most insurers signed up to the industry’s volunteer driving commitments. This means using your own vehicle for volunteering purposes should be covered at no extra cost. However, as some insurers may wish to be informed of this use, please contact us so that we can check for you.

    Home Policy Questions
    Will my home insurance policy be affected if I have to work from home?

    If your work is clerical in nature and you normally work in an office environment, standard home insurance policies should cover working from home during the current lockdown.

    However, your insurer may need to be advised if you need to have visitors in the course of your work, you make, sell or store goods at your home, you’re offering additional services such as beauty treatments or you have adapted your property.

    Please contact us if you are not sure whether the policy covers your working arrangement.

    Will my insurer help me find alternative accommodation if I am self-isolating and my property becomes uninhabitable after suffering damage?

    Insurers’ priority is the safety of their customers and the wider community. They will continue to provide the cover promised in the policy - including any cover for the cost of alternative accommodation - whilst acting in accordance with any Government advice at that time.

    Do I need to continue to make regular visits to my unoccupied home?

    Changes to government advice means you should be able to travel to your second or unoccupied home to undertake necessary checks. As restrictions may differ between regions, you should check you are adhering to the law and guidance of the relevant administration.

    If you are unable to visit your unoccupied home, due to government advice, insurers have waived the requirement for individuals to check on a property regularly, as long as the property is suitably secure.

    Am I covered if something happens to my work equipment at home?

    Any equipment your employer has provided you with will usually be covered by their business insurance. If it is your own equipment, you may be covered under your home insurance or any separate gadget policies you may have, but it is best to check your policy documents or contact us to ask.

    If my tenants can’t pay the rent because of the impact of coronavirus, can I claim through my Landlord Legal Rent Guarantee?

    The terms of the Rent Guarantee are that you must be in the process of evicting your tenant in order to make a claim. The government introduced temporary measures designed to protect renters and prevent evictions. Please contact us if you wish to discuss a possible claim.

    Payment Questions
    What should I do if I’m worried about meeting my insurance instalments?

    We understand that this is a difficult time for a lot of people, and we will do what we can to help you with your insurance payments if you have been affected by Coronavirus. Please let us know if you are having difficulties with payment and we will see what solutions we can offer. Options available can include reviewing your policy to see if the premium could be reduced, or possibly granting a payment holiday.

    What are the financial implications on my insurance if I lose my job due to Coronavirus?

    This situation is unprecedented in our time and unfortunately, we know it will cause some of our customers to lose their employment.

    We are not applying any additional premiums when a customer has become unemployed as a result of Coronavirus. We are doing what we can to accommodate this. Please get in touch to let us know your circumstances.