Motor insurance frequently asked questions

We can provide cover for more than one vehicle, and up to five total, that are registered at the same address on one policy. Visit here for more information and to get a quote.

We will cover up to five vehicles in total so please contact us for a quote.

You must be recorded on the policy either as a main driver or a named driver on all the vehicles you wish to drive.

We can give you a quote for vehicle(s) with different renewal dates which you can then add to your Multi Car policy when your current cover runs out.

Once covered under our Multi Car policy we will align them into a single renewal date.

You do not have to be the registered keeper of all vehicles, but the vehicles need to be (or will be) owned and registered by either: you, your spouse/civil/domestic partner, a close relative residing at the same address, your company or is the subject of a private or personal leasing contract.

To make a temporary change to your cover, contact us.

We do offer temporary car insurance for between 1 and 28 days.

To make a temporary change to your Aviva Car Insurance or Van Insurance policy, contact us.

You'll be told about any excess that applies to your temporary vehicle before you add it to your cover. It will also be shown in the documents confirming the change.

It's quick and easy to add or remove drivers online using MyAviva. If you're adding a driver, we'll need to know the drivers details including information about any claims or motoring convictions before we can give you a quote.

Once logged into MyAviva simply follow the below steps:

• Select 'Details'
• Choose 'Amend my policy'
• Select 'Add a driver' or 'Remove a driver'

Temporary changes and Renewals

If you want to make a temporary change or are approaching renewal you will not be able to amend your policy online so please contact us before you drive the other car.

It's quick and easy to change your vehicle online using MyAviva if you have an Aviva Motor or Van policy.

We'll need to know details about the vehicle including the registration number before we can give you a quote to change your vehicle. There may be a change in what you pay, depending upon the details of the new vehicle.

Once logged into MyAviva simply follow the below steps:

• Select the 'Your policies' tab at the top
• Select 'Details'
• Use 'Amend my policy'
• Select 'Vehicle details'
• Choose 'Replace this vehicle'

If you are trying to change your vehicle on a Multi Car policy, please contact us.

Changing your car during your policy

You don’t need to tell us the time you are changing your vehicle, as your old vehicle will be covered on the day until you start driving your new vehicle. The cover stops on the old vehicle when you start driving your new one.

Changes at renewals

If you are approaching your renewal you will not be able to change your policy online so please contact us.

To change your vehicle registration number, please contact us.

If you're a new customer you can add Foreign Use cover to your comprehensive quote in the "Select cover options" section on the "Your quote" page

If you have an existing comprehensive policy you can add Foreign Use cover in MyAviva. Once logged in follow the below steps:

Click on the policy you want to view > click the "Amend Options" button > choose the "Foreign use" option

If you are a new customer, for exclusions and further information please see our Policy documents. If you're an existing customer, for exclusions and further information please refer to the documents section of MyAviva on the policy you wish to view.

If you have moved already you may be able to change your address by logging into MyAviva if you hold:

• Motor policies only
• Motor, Home, Life and/or Travel insurance

Please note if you are approaching your renewal you will not be able to make an amendment to your policy online so please contact us.

If you're a new customer you can add a courtesy vehicle to your quote in the "Select cover options" section on the "Your quote" page.

If you have an existing policy you can add a courtesy vehicle using MyAviva. Once logged in follow the below steps:

• Select the policy you want to view;
• Select "Amend Options";
• Choose the type of vehicle you want to add.

Some personalised plates, non-UK registrations or brand new cars may not be available online.

We will be able to give you a quote online without the registration number but to complete the transaction please contact us.

The principal policyholder is the person who entered into the contract of insurance on behalf of themselves, each vehicle policyholder and each named driver. They’re the person who took out the policy and they can then choose who is a vehicle policyholder and who is a named driver.

The vehicle policyholder is nominated by the principal policyholder as being the person who drives the vehicle most often and earns the no claim discount. 

Named drivers are additional drivers nominated by the principal policyholder who are entitled to drive the vehicle under the policy.

The main driver (or vehicle policyholder) is the person who drives the vehicle most often and earns no claims discount.

They do not need to be the principle policyholder but they must live at the same address as them.

Anyone that drives your vehicle should be named on the policy.

You can add a driver using MyAviva. Once logged follow the below steps:

 

• Select the policy you want to view;
• Use the "Amend Options" button;
• Then select "Add a driver"

 

If you want to make a temporary change or need further assistance please contact us .

Drivers aged 17-20 would pay an additional £300 on top of their standard excess in the event of an accidental damage claim. Any drivers aged 21-24 would pay an extra £200.

Young driver excesses do not apply for fire or theft claims.

You can get a car or van insurance quote for drivers 17 to 84 years old.

We can't offer new policies to drivers aged 85 and over.

We don't accept all imported vehicles but can insure a range of parallel and grey imports if they meet our acceptance criteria. 

Visit our Aviva Car Insurance page or Van Insurance page to find out more.

Or, if you've got a question, contact us.

You're automatically covered against third-party liability while a trailer is attached to your car. We won’t charge an extra premium and you don’t need to tell us that you’re towing a trailer. The term ‘trailer’ means any trailer, caravan, or car being towed behind the vehicle policyholder’s car. From 16 December 2021, towing limits for trailers may have changed for people with driving licenses that were issued after 1 January 1997. If you tow trailers or will do in the future, and are unsure if any changes apply to you, you can find out more at Driving licence categories - GOV.UK. Third-party liability cover means we'll cover any compensation you have to pay if you're in an accident where you injure someone or damage their property. However, it won't provide cover for loss or damage to the trailer itself. Contains public sector information licensed under the Open Government Licence v3.0.

Caravans are normally covered as part of a specialist stand-alone policy or added to a home insurance policy as an optional add-on. Visit our motorhome and caravan insurance page for more information.

Yes. Please see below for more information.

If we know that your vehicle is still being paid for under a hire purchase or leasing agreement, we will pay any claim to the owner described in that agreement.

If you or your spouse/domestic partner have a vehicle on personal lease, please record the owner described in the lease agreement as the owner and registered keeper of the vehicle (as documented on the V5 form).

If you or your spouse/domestic partner have a vehicle which is leased to a firm or company, please insure your vehicle in the name of the firm/company concerned. Visit our business vehicle and van insurance page to find out more and get a quote.

If your vehicle's alloy wheels were fitted by the manufacturer, they'll be covered and you don't need to tell us about them on your insurance policy.

If the alloy wheels were not fitted by the manufacturer, but were fitted later, you must tell us about them on your insurance quote. They'll be covered if they meet our acceptance criteria.

We class a modification as a change to the original manufacturer specification, as described in the manufacturer brochure/catalogue, after purchase from new.

Please contact us to discuss if you are unsure if your vehicle has been modified, or read our article on how car modifications can affect insurance to learn more.

With our comprehensive insurance, the vehicle policyholder is covered with third party only insurance if they need to drive someone else's car – the minimum level to drive legally in the UK. We'd pay compensation to anyone they injure or for damage they cause to other people’s vehicles or property in an accident – but wouldn't cover them for loss of, or damage to, the vehicle they were driving.

This cover is for the vehicle policyholder only, not named drivers. If you’re the principal policyholder but aren’t the vehicle policyholder you also won’t be covered. Normally the principal policyholder and the vehicle policyholder are the same person, but sometimes a principal policyholder takes out insurance for someone else, who becomes the vehicle policyholder. In that instance the principal policyholder wouldn’t get Driving Other Cars cover, only the vehicle policyholder. Driving Other Cars cover is also not available on policies in the name of a business.

The driver must be 25 or older when your motor policy with us started or renewed. You don't need to tell us that you'll be driving the other car, but you must have the car owner's consent and comprehensive cover.

If you have any questions, please contact us before you drive the other car.

For cover limits, exclusions and further information please refer to the documents section for the policy you wish to view in MyAviva . Your certificate of motor insurance will also confirm if you have this cover.

We understand that sometimes things happen which make it difficult to keep on top of payments. Please contact us to understand what options we may have available to support you. In addition, should you need them, please find some links to money guidance charities here.

Finding out more will not impact your credit record, and we might be able to offer you support with payments to help you stay insured.

With a comprehensive policy we will pay for loss of or damage to personal belongings caused by fire, theft or accidental means while the personal belongings are in or on your vehicle.

For cover limits, exclusions and further information please refer to the documents section of MyAviva on the policy you wish to view.

There is no personal belongings cover provided under a Third Party, Fire & Theft policy.

The 'social, domestic and pleasure including commuting' option covers driving to one permanent place of work and back.

Most of our policies automatically qualify for personal business use as standard at no extra cost. This applies for the main driver of that vehicle and their spouse/domestic partner.

Unfortunately, we cannot cover business use for chauffeurs, taxi drivers, driving instructors or parcel/takeaway/fast food delivery drivers if they are using the insured vehicle in connection with their occupation.

Please see below a list of the different options and what each of these covers:

• Social, Domestic & Pleasure Only (SD&P)
  This excludes any travel to and from work or other business use

• Social, Domestic & Pleasure plus commuting
  This covers all named drivers to drive to and from the same place of work every day. This can also be selected if you travel to different places of work but only to one place of work per day

• Personal Business Use
  This covers all the above plus extends cover to the main driver and their spouse/domestic partner to drive to different locations of work in the same day

• Employer's Business use
  This covers all the above plus extends cover to any named drivers to drive in connection with the personal business of the main driver and any business of their spouse/domestic partner

If you need to add Employer’s business use, or check what is covered please contact us.

Yes. If you have motor insurance with us, and your vehicle is normally kept in Great Britain, Northern Ireland, the Channel Islands or Isle of Man, you’re covered to drive in:

EU Countries: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden

EEA countries not in the EU: Iceland, Liechtenstein, and Norway

Other countries:  Andorra, Serbia, Switzerland, Bosnia & Herzegovina

British Overseas Territory: Gibraltar

Your insurance policy will give you the minimum cover you need to drive your insured vehicle in most European countries, which is third party only cover. This covers your legal liability to others – for example, if you injure someone in a motor accident or damage their property. However, it won’t cover you for loss of, or damage to, your own vehicle. For this kind of cover, you need to have our Foreign Use optional add-on cover.

Foreign Use is included as standard with an Aviva Online, Aviva Premium, or AvivaPlus Premium policy. Or if you have Comprehensive cover with one of our other Motor Insurance products, you can add Foreign Use for an additional price. Foreign Use gives you a similar level of cover to what you have in the UK, when driving in the countries listed in your policy booklet. Cover is valid for up to 90 days for one trip and up to 180 days during the year.

To add Foreign Use onto your policy:

 

1. Log in to MyAviva
2. Select your Motor policy, then choose 'Details'.
3. Choose 'Amend my policy'
4. Under Excesses and additional covers choose ‘Yes’ to the Foreign Use option.

 

Or if you’re a new customer, simply add Foreign Use to your policy when you get a quote. 

Foreign Use isn’t available with an AvivaPlus Basic policy.

Please note: Driving Other Cars (DOC) cover, courtesy vehicles, UK breakdown cover (Rescue Cover) and Motor Legal Services only operate within Great Britain, Northern Ireland, the Channel Islands and the Isle of Man. Adding Foreign Use will not extend these covers outside the UK.

For exclusions and further information, see the documents section in MyAviva for the policy you want to view.

If you plan to travel with your own car to a country not listed in your policy booklet, please contact us first.

Motor Legal provides cover following a motor accident or incident where you are not to blame.

It provides up to £100,000 to pay lawyers’ costs to help you to claim financial losses (such as your excess and travel expenses) or compensation for personal injury from the person who is responsible.

The lawyer will discuss your claim with you and must believe that it’s more likely than not that you’ll succeed in a claim for those losses.

The cover also provides up to £10,000 to pay lawyers’ costs to help defend your legal rights if you’re accused or have committed an offence under the road traffic laws (eg speeding).

There’s also a 24 hour legal advice helpline providing confidential legal advice on any legal matter relating to the use of your vehicle, eg a private vehicle sale.

If you're a new customer you can add Motor Legal to your quote in the "Your quote" page.

If you have an existing policy you can add Motor Legal using MyAviva. Once logged in click on the policy you want to view, click "Amend Options" and then tick the box next to Motor Legal.

If your ignition keys are lost or stolen (and you have comprehensive cover) we will pay the cost of replacing:

 

• Affected locks
• Lock transmitter and central locking interface
• Affected parts of the alarm and/or immobiliser

If you're a new customer, for cover limits, exclusions and further information please see our policy documents.

 

If you're an existing customer, for cover limits, exclusions and further information please refer to the documents section of MyAviva on the policy you wish to view,

Aviva Car Insurance and Van Insurance

Comprehensive cover protects your vehicle against accidental damage claims while Third Party Fire and Theft doesn't.

If you're a new customer, find out more about what our Aviva Car Insurance covers or what our Van Insurance covers.

If you're already with us, you can find all the documents relating to your cover in the documents section of MyAviva.

Aviva Car Insurance and Van Insurance

We can offer third party fire and theft cover if the vehicle meets certain conditions and additional drivers are aged 25 or over. If you don’t see the option for third party fire and theft, only comprehensive cover is available for your vehicle.

Yes, visit our car insurance page to find out more information and get a quote.

For further information about our motor policy please see our policy documents.

Aviva Online and Aviva Premium is an online only insurance policy. You can only manage these policies through MyAviva.

It’s an agreed upon amount of money you’ll pay us before making a claim and it goes towards the overall cost of your insurance claim. There are two kinds of excesses:   compulsory – this is set by an insurer and can’t be changed by the policy holder. To come up with the amount, insurers could consider your age, years of driving, and the type of claim you’re making.    voluntary – this is paid on top of the compulsory amount, but the voluntary amount is chosen by the policyholder. You choose the excess amount when you renew or buy car insurance and a higher voluntary excess could mean a lower car insurance premium. Find out more about excess.

Aviva has a network of approved repairers who guarantee any work done on your vehicle for three years, or as long as you insure your vehicle with us, whichever is greater.

We will provide a lifetime guarantee on repair quality carried out on your vehicle by our approved repairer for as long as you own your vehicle. Repair quality means bodywork repairs, paint repairs and workmanship which is the work carried out by skilled technicians. All parts fitted to your vehicle by our approved repairer will be covered for the duration of the guarantee provided by the part manufacturer/supplier.

If you decide to use a repairer that is not approved by Aviva an additional excess of £200 will apply in addition to any other excesses under your policy.

Aviva will need to visit the repairer to inspect and authorise the repair. No courtesy car will be provided by Aviva and the quality of repair can not be guaranteed.

The term "at fault claim" means any claim where the costs (including any excess you paid) could not be recovered in full from another driver or person involved in the incident.

Any theft, malicious damage or fire claims are always treated as "at fault" for this reason, even though you may not be personally to blame for the incident.

If you have comprehensive cover you can get chips fixed by paying just a £10 excess.

To arrange getting your windscreen fixed please call us on 0345 030 6925*.

*For our joint protection, telephone calls may be recorded and/or monitored. The cost of calls to 03 prefixed numbers are charged at national call rates (charges may vary dependent on your network provider) and are usually included in inclusive minute plans from landlines and mobiles.

We use a range of suppliers for windscreen claims.

To book a repair or replacement for your windscreen with our approved windscreen repairers, visit here.

Alternatively, you can call our claim specialists on 0345 030 6925*. Lines are open 24 hours, 7 days a week.

If you have our Aviva Motor Insurance, including Van

You will not be covered if you have our Third Party, Fire and Theft cover. If you have Comprehensive cover, windscreen replacements are subject to a £115 excess, repairs to chips are subject to a £10 excess.

When using a non-approved glass repairer, there is a limit of £185.

*For our joint protection, telephone calls may be recorded and/or monitored. The cost of calls to 03 prefixed numbers are charged at national call rates (charges may vary dependent on your network provider) and are usually included in inclusive minute plans from landlines and mobiles.

First, if you’re in a road incident, make sure everyone involved is safe. Second, to claim online or tell us of an incident, check out our motor claims page. You’ll need to tell us: what happened the damage to your vehicle number plates of any other cars involved You’ll get confirmation right away along with your claim reference number. If you need to talk to us urgently, our emergency number is 0345 030 6925* (lines open 24 hours). Find out more about the claims process. *For our joint protection, telephone calls may be recorded and/or monitored. The cost of calls to 03 prefixed numbers are charged at national call rates (charges may vary dependent on your network provider) and are usually included in inclusive minute plans from landlines and mobiles.

We cannot cover any driver that has had their licence suspended or revoked by the DVLA due to a medical condition.

If the illness is one the DVLA needs to be made aware of and you have done this, if a licence has been granted, you should be able to get a quote online.

If you have a medical condition which you have advised the DVLA of, we will most likely be able to cover you. If you’d like to discuss it with us, please contact us.

As long as the doctor has given you the all clear and you feel OK to drive, then it's absolutely fine. You don't need to provide proof and we don't need to note anything on your policy, unless it's a medical condition that you've notified the DVLA about.

As long as the doctor has given you the all clear and you feel OK to drive, then it's absolutely fine. You don't need to provide proof and we don't need to note anything on your policy (including caesarean). You only need to notify us of any medical condition that you've notified the DVLA about.

The changes in regulations, that came into force from 1 January 2022, affect insurance providers. In short, they mean that:

• if you're already a motor or home insurance customer, your renewal price will be the same as or lower than an equivalent price for a new customer
• for most general insurance policies, you'll have the ability to opt out of auto-renewal at any point during your cover term
• insurers must make it clear where the cost of your insurance will be higher if you pay monthly than if you pay annually.

It's possible, as the guidelines mean the price to renew your cover will be the same as or lower than the equivalent price for a new customer. As a result of the new guidelines, we expect overall prices for new customers to rise across the whole industry, and renewal prices to come down overall. That doesn't guarantee you'll see a drop in your price, partly because we'd already taken steps to limit price differences between new customers and those who are renewing their policy.

Also, we create our prices individually for each customer based on a whole range of factors. This is where our size and experience as an insurer really shines through, as we can use the information we've built up to match each customer's price to their specific circumstances. So we're confident that we price each quote accurately, both for our new customers and those who are renewing with us.

There could be a whole number of different reasons, including, but not limited to, the new regulations which affect all insurance providers.

As one of the UK's largest insurers, we insure millions of vehicles and homes for our customers, all over the country. This gives us a huge amount of knowledge and data, painting a detailed picture of what the risks are and how these change from year to year, and from area to area. We have confidence that our customers' premiums are both accurate and up-to-date, and this may mean you see differences in your price as these risks change.

Find out more about your car insurance price

Find out more about your home insurance price

Prices don’t always change because of something you’ve done. For example, more overall claims in your postcode during the last year could have made your price go up. There are also external factors – such as a changing claims market, more expensive repairs, severe weather and changes in law – that might mean your insurance costs more.

Being one of the UK's largest insurers, we're confident that we price our customers' premiums accurately. This is down to the huge amount of information we have, which is constantly updated.

Find out more about your car insurance price

Find out more about your home insurance price

The new regulations mean that insurers, including us, have had to change how prices are calculated. As a result, we expect overall prices for new customers to rise across the whole industry, and renewal prices to come down overall. The biggest difference is likely to be in the first renewal after the change of regulations. This doesn't necessarily mean that your renewal price will be lower, as there are other factors at work – such as a changing claims market, more expensive repairs, severe weather and changes in law – even if you haven't made changes to your policy.

No. Your renewal price will be the same as or lower than an equivalent price for a new customer, in line with the latest guidelines. A loyalty penalty would mean that your renewal price would be higher than an equivalent price for a new customer.

We welcome these changes to the regulations, as it should mean better outcomes for our customers who choose to renew their policy with us.

No. Price walking would be where your premium goes up at renewal rather than in line with changes to your risk. The regulations mean that your renewal price will be the same as or lower than the equivalent price for a new customer, which helps prevent price walking.

If there's a sizeable difference between your renewal price and the new customer quote price you received from us online, it's worth checking that your new quote includes all the same cover as your current policy. You must make sure any quote meets your needs. If you're already insured with us, you can review and make changes to your existing cover at any time.

There are other factors that could result in different prices. For example, on the day we calculate your renewal price, usually 30 days before your policy ends, we check it against the equivalent price for a new customer. If you get a new customer price at a later date, prices may have changed since the original calculation date.

It’s likely that the policy you’ve seen is not the same as yours. The insurance product we offer directly is different to the product we offer through price comparison websites.

Whichever product you have, we’ll make sure it’s priced in line with the latest regulations.

Find out more about your car insurance price

Find out more about your home insurance price

You can always get a quote from other insurers. Just make sure you check that any quote meets your needs. If you're already insured with us, you can review and make changes to your existing cover at any time.

Find out more about your car insurance price

Find out more about your home insurance price

No. Your rights haven't been affected by this decision. If your complaint is still ongoing, there shouldn't be any difference to how it's handled. If it's already been closed, there's more about this in the letter we sent to you after we closed your complaint.

If you have an Aviva and Aviva plus or an online policy, you can get in touch with us using a qualified BSL interpreter for free as part of our partnership with online video interpreting service SignLive.

You can contact us using this service if you need to talk about setting up a new policy, making a claim or have a customer service query.

If this service does not meet your needs, there are further ways to contact us, including using one of our online forms or LiveChat. You can also deal with your query your self by logging in to MyAviva. For all the ways to get in touch with use, see our contact us page.