FAQS

General Information

How do I contact Abbey Insurance?

Click the contact us section of our website for more information. You can get in touch with us via telephone, email, text or online. Alternatively, you can visit one of our local branches

Where is my nearest branch?

Wherever you are, we’re never too far away.

Click find my nearest branch for more information

How do I make a complaint?

Should you wish to make a complaint about our company or service, please contact us as we would like the opportunity to try and resolve the issue with you. If you remain dissatisfied, you would be entitled to refer your complaint to the Financial Ombudsman Service at:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Tel: 020 7964 1000
Website: www.financial-ombudsman.org.uk

How do I make a change to my policy?

You can make a change to your policy by contacting us by telephone on 08000 66 55 44 with full details of the change. Eg driver details or vehicle details

How do I make a temporary change to my policy?

You can make a temporary change to your policy by contacting us by telephone on 08000 66 55 44 with full details of the temporary change.

If I am buying a new car, can I transfer my insurance over to my new vehicle?

In the majority of cases yes, you can do a straightforward change of vehicle under your current policy. However, in some cases there may be a reason why your existing insurer can’t continue to cover that vehicle. But we will be able to place you with another insurer with the same level of cover. If you need to inform us of a change of vehicle please contact us on 08000 66 55 44.

How do I add a driver to my policy?

If you wish to add a driver either permanently or temporary please contact us on 08000 66 55 44 with full details of the driver and we will make this change for you.

Can I get proof of my No Claims Discount?

Yes. If you haven’t renewed policy and want to leave us you can request your proof of NCD by calling us on 08000 66 55 44 and we will post or email this out to you.

Can I get a copy of my Insurance Certificate?

If you have lost your current certificate please contact us on 08000 66 55 44 and we will be able to re-issue you with your certificate by post or email. Please note there is an administration fee of £20 for re-issuing your certificate.

What is the difference between comprehensive and third party fire and theft insurance?

Third Party Fire and Theft cover will provide cover for damage that you may do to another person or property. It will only pay out for your own car if it is damaged by fire, attempted theft or if the car is stolen. Unfortunately if you damage your own car in the event of an accident the repairs or replacement of the car will be your own responsibility.

Comprehensive will give the same level of cover as above, however in addition to this it will provide cover for damage to your own car if it is caused by an accident or damage that you accidently do yourself or cover if the vehicle is vandalised. In addition comprehensive normally includes cover for windscreens, personal possessions/effects and personal accident cover.

Does my policy cover me to drive abroad?

Not every policy will automatically cover this so please check your certificate carefully to see you if you can or can’t drive outside the UK. If you are still unsure please contact us on 08000 66 55 44 and we can help you further.

Does my policy cover me to drive other cars?

Not every policy will automatically cover this so please check your certificate carefully to see if you can drive other cars. If you are still unsure please contact us on 08000 66 55 44 and we can help you further.

Claims

How do I report a claim?

To make a claim on your Insurance simply call

  • Our 24hr car and home claims helpline  08000 28 28 70
  • Emergency Travel Claims line + 44 (0) 2920 474 145
  • Non-emergency Travel Claims line +44 (0) 8458 505 193

Car accident guidelines

  • Contact the police if anyone is injured.
  • Record details of the other car: make, model and registration number.
  • Take photographs of all vehicles involved in their positions and any debris on the road, if you can and it is safe to do so, even using your mobile phone.
  • Don’t admit liability.
  • Get names and contact details of any witnesses before they leave the scene.
  • Obtain full name, address and phone number of the driver. Ask to see identification if available, photographic or name on bank/credit cards.
  • Don’t leave the scene until all particulars are exchanged.

Home accident guidelines

  • Take all reasonable steps to reduce any further damage or loss and to secure your property.
  • If the incident involves theft or criminal damage, or if any property has been lost outside of the home, inform the police immediately and take a note of the police incident number.
  • Take photographs and notes of any damage caused.

Speak to an Abbey claims handler before making any arrangements for replacement or repair. We will ask you what happened, when it happened and what action you’ve taken so far. Then we’ll ask you what it is you’re claiming for and the approximate cost(s). If necessary, we will arrange for a loss adjuster to visit you.

It is helpful if you keep receipts, guarantees, instruction manuals, valuations or photographs for your most valuable items in a safe place as these may help to support your claim.
OR
If you like you can email us – simply click on Report a Claim in the existing customers section, complete the information require and upload any pictures you have taken and one of our expert claims handlers will call you back to process your claim further

Am I covered for windscreen damage?

Not every policy will automatically cover this so please check your schedule to see if you’re covered. If you are still unsure please contact us on 08000 66 55 44 and we can help you further.

What is the excess on my policy?

Your policy excess will be shown on your demands and needs document under the ‘Your Cover’ section. You would have received this when you went on cover. Please read this document as policy excesses will vary from one policy to another. If you can’t find this document or require further clarification please contact us on 08000 66 55 44

How do I track my claim?

If you’ve had to make a claim on your policy our expert claims handlers will keep you involved every step of the way. However please don’t hesitate to call our claims helpline on 08000 28 28 70 anytime you want to find out more about your claim.

Payments

How do I pay for my insurance with Abbey?

If you need to make a payment to Abbey you can choose one of the following flexible payment options

Phone: Call us on 08000 66 55 44 to pay in full by credit or debit card or to set up monthly payments

Branch: Visit your local branch to pay in full or to set up monthly instalments

Post: Post a cheque to Customer Service,
8 Governors Place,
Carrickfergus
Co Antrim, BT38 7BN
Please write your full name and reference on the reverse of the cheque

Make a Payment Online*: Click on the make a payment option within the existing customer section to pay your policy balance. Your payment will be processed to your account within 48 hrs

*If you have received a renewal notice from us please contact us on 08000 66 55 44 or call to your local branch to renew your policy as we currently cannot renew policies online.

Is it safe to pay for my insurance on Abbey’s website?

Yes, our online payment facility and its payment gateway used for the processing & storage of card information are audited and validated by Qualified Security Assessors to the highest possible standard available under the PCI:DSS scheme.

Does Abbey have flexible payment options?

Yes. You can choose to pay your insurance through one of the following options

  • In Full
  • Over 2 instalments at no extra charge
  • Or over 3, 6,10 or 12 months by direct debit

Contact us on 08000 66 55 44 and we can find the most suitable option for you.