FAQS

COVID-19

What is ‘Essential Travel’?

The Government has issued guidelines on what is considered to be essential travel, and we strongly recommend that you do not make any unnecessary journeys and adhere to the Government advice, which you can view here.

Do I need to make changes to my car insurance policy due to COVID-19?

If you have made any changes to how you use your vehicle due to COVID-19, such as using your vehicle for voluntary purposes to transport medicines or groceries to support others who are impacted by COVID-19, your cover will not be affected. You do not need to contact us to update your documents or extend your cover. This applies to all categories of NHS Volunteer Responders, including transporting patients, equipment, or other essential supplies.

These commitments apply to private cars insured on private car insurance policies only. This does not cover use for hire or reward purposes.

If you have made any other changes to your policy that are not related to COVID-19, such as a change of vehicle or updated your address, you will still need to contact us to update your policy.

I am a key worker and I now need to travel to different places of work, am I covered?

We appreciate all the effort that key workers are doing at this time. If your working circumstances have changed as a result of COVID-19, you do not need to contact us to update your documents or extend your cover. If your work* is critical to the national response to COVID-19 and you need to use your car to drive to different locations for work purposes because of the impact of COVID-19 your cover will not be affected.

*Key workers applies to everyone who works in one of the critical sectors which you can view here

These commitments apply to private cars insured on private car insurance policies only. This does not cover use for hire or reward purposes.

I can’t get through to you on the phone, what do I do?

We are ensuring that all efforts are made to protect our customers, our staff and the wider community and we have been working behind the scenes to adapt our business operations. As a result, you may experience a longer wait time than normal but please bear with us and we will answer your call as soon as possible.

Alternatively, let us know if you would like us to call you back instead, you can request a callback here.

I am an AbbeyGO customer - what do I do if I am not driving my car?

We are ensuring that all efforts are made to protect our customers, our staff and the wider community and we have been working behind the scenes to adapt our business operations. As a result, you may experience a longer wait time than normal but please bear with us and we will answer your call as soon as possible.

We understand that you may not be driving as frequently right now, and your journeys may be shorter distances.

Will my car insurance premium be affected if I am not driving as much?

Your car insurance premium will not be affected. We ask that you are mindful when you are reviewing your annual mileage at your next renewal not to underestimate what mileage you will need to complete next year, as due to Government guidelines issued for COVID-19 your mileage this year may be lower than average. The good news is that you will continue to earn your no claims bonus entitlement during this time.

I am not using my car as I am self-isolating / social distancing, can someone else use it?

If someone else needs to drive your car, they need to be insured to do so. To find out who is currently insured to drive your vehicle under your policy, review the details on your Certificate of Motor Insurance.

If the person you need to drive your vehicle is not currently insured on your car you can contact us to update your policy and add them (there may be an additional charge to do this depending on their personal details).

It is important that your friends and family are also adhering to Government advice, so if their trip is not an essential journey they should not be travelling.

Can someone else drive my car if they have their own policy?

If someone else has their own policy and it is confirmed on their Certificate of Motor Insurance that they can drive another vehicle, then they will be legally allowed to drive your vehicle. It is important to remember that this will most likely only be insured for Third Party cover, which means that if they have an incident when driving your vehicle that there will be no cover to fix any accidental damage and there will be no Theft cover if your vehicle is stolen and they were the last person to drive it.

Remember to disinfect the surfaces with the appropriate cleaning products if you are sharing your vehicle.

Can I drive someone else’s car if they are in self-isolating/social distancing and not using it?

If you have got Fully Comprehensive insurance, you may have heard that this means you can drive any other car; this is not always the case. Insurers generally do not provide cover under your policy for you to drive someone else’s vehicle if you are under the age of 25, and even if you are aged 25 and above, each insurer has their own set of criteria when it comes to defining who does and does not have cover to drive another car.

This level of cover is generally referred to as a Third-Party Extension as your cover will most likely drop down to Third Party Only cover when driving someone else’s car. Therefore, it is important that you do not drive another car unless this level of cover is confirmed on your Certificate of Motor Insurance. If it is not confirmed on your certificate, then you will be breaking the law by driving someone else’s vehicle uninsured.

If you need to drive someone else’s car, they can contact their own insurance provider and request that you are added as an additional driver to their policy. If you choose to do this, it is important that you do not drive their car until they have confirmed to you that you are stated as an additional driver on their Certificate of Motor Insurance.

It is important that you are adhering to Government advice, so if it is not essential for you to drive someone else’s vehicle then you should not do so.

Remember to disinfect the surfaces with the appropriate cleaning products if you are sharing a vehicle.

Can I use my car to deliver shopping to elderly or vulnerable people?

Our key priority is to support our customers, our staff and the wider community so we really understand how important it is for you if you need to help the elderly or the vulnerable at this time.

If you need to deliver shopping or provide support to someone else, then you are insured to do so on the basis that this is voluntary and you are not receiving payment.

We do advise that you adhere to the Government guidelines on what is classed as an essential journey which can be found here

Can I drive my car to go somewhere for exercise during social distancing?

It is important that we are all doing what we can to adhere to the Government advice on Social Distancing, which you can find here

Whilst you will be insured to drive your vehicle to somewhere for your once daily exercise, we strongly advise that you do not make journeys that are non-essential. Think of other ways to exercise in your home, or in your garden, or by leaving your house on foot.

Remember, you always need to stay more than two metres away from other people when exercising unless they live in your household.

Will my breakdown cover still be valid?

If your car suffers a breakdown, or a puncture, and you purchased breakdown recovery with your car policy, your cover is not impacted by COVID-19. Your vehicle will still be repaired by the roadside if possible, and the mechanic will follow social distancing guidelines to protect both themselves and you. For Recovery, additional and alternative measures are being introduced to facilitate safe transportation while maintaining social distancing and this will vary according to the circumstances. All operatives will carry and use gloves and wipes as required.

Am I allowed to have passengers in my car?

By adhering to the Government advice on Social Distancing, you must always maintain a safe distance of two metres or more from another individual unless they are a member of your household. Therefore, solo journeys are recommended unless you need to make an essential journey with a member of your household.

Do I need to let you know if I am using my car for deliveries as part of my job?

Wondering why your insurer needs to know if you are a delivery driver? Insurers take a range of factors into consideration when calculating the cost of your insurance policy for the year. One of these factors is your occupation.

If you are a delivery driver, you need to let us know if you will be using your vehicle for deliveries. This is because you will most likely be on the road for longer periods of time and cover more miles; you may also need a different level of cover to make sure you are insured correctly so that you are not left liable for any damage or injury caused in the event of a claim.

My MOT test was due, am I insured to drive?

The Government has confirmed that a Temporary Exemption Certificate (TEC) will be issued to all vehicle owners by the DVLA if the vehicle is due an MOT test is on or after 26 March 2020 and further information can be found here.

During this time, you must ensure that your vehicle is well maintained and kept in a roadworthy condition. Further information on how to check if your vehicle is roadworthy can be found here and here.

If you know that your vehicle’s likely to fail, do not drive and call a mechanic to book in a MOT service when next available.

Do I need to tax my car if I am not driving it due to COVID-19?

The rules around taxing your vehicle have not changed. However, if you wish to stop the payments on your car tax, you must notify the DVLA that you are taking your vehicle off public roads.

Do I need to cancel my car insurance if I won’t be using my car during self-isolation or social distancing?
No, you do not need to cancel your policy if you are not driving your car. Whilst you may not be driving your vehicle on the road, you are still covered for other important levels of cover including fire and theft cover.

If you do choose to cancel your car insurance, you should declare your vehicle SORN which you can do here.

I have a query or concern about my monthly payment, who do I speak to?

If you need to speak to our finance partner regarding to your insurance payments, you can speak with them confidentially by contacting them directly on following number:
Close Brothers Premium Finance, please call 03333 218566.

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?

We are committed to providing all our customers with the highest levels of service at all times, however, if you have cause to complain we would ask that you either speak to a member of our staff or write to us at Abbey Insurance Brokers Limited, 10 Governors Place, Carrickfergus, Co. Antrim BT38 7BN. We will aim to resolve your complaint as quickly and informally as possible in accordance with our complaint handling process. Full written details of our internal complaint handling process are available upon request.

If you are not satisfied with our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service, without prejudice to your right to take legal proceedings, at South Quay Plaza, 183 Marsh Wall, London, E14 9SR. Tel: 0300 1239 123. 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

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.

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