What would you like to know more about?
What information do I need to provide when making a GAP claim?
When you contact our claims administrators you will be asked to complete a claim form.
You will also need to provide the following documentation:
If applicable you will also need to provide a copy of your:
How do I make a claim on my Alloy Wheel Insurance policy?
You will need to provide:
Depending upon the nature of your claim you may also be asked for the following additional information:
To make a claim, please refer to the ‘How To Claim’ section of your Policy Documentation, or contact ALA on 01653 916304 to be transferred to the Claims Administrators.
How do I make a claim on my Scratch and Dent Insurance policy?
You will need to provide:
Repairs will be carried out by the approved repairer only and payment for any authorised claim will be made directly to them.
To make a claim, please refer to the ‘How To Claim’ section of your Policy Documentation, or contact ALA on 01653 916304 to be transferred to the Claims Administrators.
At the latest you must tell us about the minor body damage within 14 days of it happening. Failure to do this will result in the claim being refused.
How do I make a claim on my Tyre Insurance policy?
You will need to provide the following information:
Depending upon the nature of your claim you may also be asked for the following additional information:
If you require emergency assistance out of hours you will be unable to contact the claims administrator to obtain a
claim authority number.
Under these circumstances or where the repairer refuses to wait for payment from us, you will need to
settle their invoice and claim reimbursement from us.
You must retain the damaged tyre(s) for one calendar month to allow inspection by an independent engineer. It is your responsibility to ensure that the damaged tyre(s) is/are available for inspection and failure to do so may invalidate your claim.
To make a claim, please refer to the ‘How To Claim’ section of your Policy Documentation, or contact ALA on 01653 916304 to be transferred to the Claims Administrators.
How do I make a claim on my Excess Insurance policy?
You will be required to provide the following information in support of your claim:
a. Your name and address;
b. Details of the vehicle;
c. The amount settled;
d. The nature of the incident;
e. The excess deducted.
To make a claim, please refer to the ‘How To Claim’ section of your Policy Documentation, or contact ALA on 01653 916304 to be transferred to the Claims Administrators.
How do I claim on my warranty?
Please see our Claims page to see the best process to make a claim.
What is GAP Insurance?
GAP Insurance is designed to protect you against financial loss if your vehicle has been declared a total loss or write off by your insurer.
If your car is involved in an accident, stolen or damage by flood or fire, and deemed a total loss your comprehensive insurer will only pay you market value for your vehicle at the time of the incident.
This may leave you exposed to any remaining finance settlement charges or the substantial loss suffered with the vehicle value depreciation. This can be covered by purchasing GAP insurance.
When can I buy a GAP Insurance policy?
For the ALA Back to Invoice + you have up to 180 days to purchase a policy, or up to 365 days if your car was brand new when you purchased it and you have had new car replacement (new for old) cover from your motor insurer for the first 12 months.
For Contract Hire + GAP Insurance you have up to 365 days after taking delivery of your vehicle to purchase a policy.
For Vehicle Replacement + you have up to 90 days after taking delivery of your car to purchase a policy – the vehicle must be less than 7 years old and have covered less than 80,000 miles at the policy start date.
If you have purchased a car more than 365 days ago or have bought it from a private seller, you can purchase an Agreed Value GAP policy at any time, there is no age restriction or mileage restriction – just so long as the vehicle valuation is obtainable on Glass’s Guide.
How long should a GAP policy last?
GAP insurance cannot be renewed or extended yearly or at the end of the policy. For this reason we suggest that the GAP policy should last for as long as you plan to keep your car.
Our Vehicle Replacement + and Back to Invoice + GAP insurance policies can be purchased for up to a maximum of 4 years.
Our Contract Hire + and Agreed Value GAP policies can be purchased for up to 5 years.
We understand that it can be difficult to know how long you might keep your car. For this reason, if you change your car before the policy expires, we will provide you with a daily pro rata rebate of the original premium which can be used in one of two ways:
Who underwrites your policies?
Dependent on when you bought your GAP policy, you could have a policy underwritten by either Bastion or Financial & Legal. More information on both below:
Bastion Insurance Company Limited (ROC Company ID C 37545) of 4th Floor, Development House, St Anne Street, Floriana, FRN 9010, Malta
Malta is authorised under the Insurance Business Act 1998 to conduct General Business of Insurance by the Malta Financial Services Authority.
This can be checked on the Financial Services Register by visiting the FCA’s website at www.fca.org.uk or by calling them on 0800 1116768.
Or
Financial and Legal Insurance Company Limited
Registered number 03034220, whose head and registered offices are at 1 Lakeside, Cheadle Royal Business Park, Cheadle, Cheshire SK8 3GW
Is my GAP insurance protected?
The insurers of all policies provided by ALA are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and your policy is protected under the Financial Services Compensation Scheme.
Are there any instances where GAP Insurance doesn’t pay out?
If your motor insurer refuses your claim for any reason then the GAP insurance cannot settle.
Also, if you purchase a brand new car which is subsequently a total loss and your insurer offers you a new-for-old replacement vehicle which you refuse, your GAP policy will not pay out.
I own the vehicle but I’m not the main user on the insurance policy, in whose name do I apply for GAP?
The applicant for the GAP policy should be the owner, registered keeper of the vehicle or the person responsible for the finance.
The motor vehicle must have a motor insurance policy at all times throughout the cover period, in your name as the GAP policyholder or in the name of a nominated authorised driver.
Are any vehicles excluded from the cover?
We cannot cover any vehicle:
If you are uncertain about your vehicle eligibility please contact us on 01653 916304 and one of our team would be happy to help.
Who is covered by my GAP policy?
Any person driving your vehicle is covered by your ALA GAP policy as long as they are a named driver on your comprehensive motor insurance policy.
Anyone driving your vehicle under their own motor insurance or on a temporary/short term motor insurance policy will not be covered by an ALA GAP policy.
I own the vehicle and have it insured in my name, but my husband is a named driver, is he covered?
We don’t take named driver details but our GAP insurance policies automatically cover all named drivers on your motor insurance policy.
Is there a minimum age for buying GAP Insurance?
For some of our policies you must be eighteen years of age with a provisional or full driving licence and covered by a fully comprehensive insurance policy.
If you are under 18 years old please contact us on 01653 916304 and we will be able to provide you with a quotation.
Will my GAP Insurance pay out, if I am hit by an uninsured driver?
Not all comprehensive insurers will cover you if you are hit by an uninsured driver, so it is best to check with them.
A requirement of the GAP insurance policy is that your motor insurer must make a market value settlement in the event they write your vehicle off. Provided they do so, and you can provide us with the few pieces of documentation we need for the GAP claim procedure, then we will also make a settlement.
If for any reason your motor insurer does not settle then the GAP policy cannot settle in these circumstances.
My Comprehensive Insurer is offering me a ‘new for old’ replacement for the first year, why do I still need GAP Insurance for the first year?
If your insurer is providing you with new-for-old cover, you can purchase ALA Back to Invoice + GAP insurance up to 365 days after taking possession of the vehicle.
However, you can choose to purchase the GAP policy from us to have it run alongside the cover from your insurer.
Whilst this may seem like you are duplicating cover, if your vehicle is written off in the first year we will transfer the balance of your original policy on to your replacement vehicle.
Please consider the possibility that there may be instances where your insurer reduces your settlement to market value only. This can be for various reasons including exceeding the annual mileage limit pro rata, the condition of the vehicle, if the vehicle has been stolen rather than being involved in an accident or if a replacement vehicle cannot be sourced with a certain number of weeks of the incident. if you have not purchased GAP insurance you could be left with a shortfall.
Some competitors of ALA will defer the start of the GAP policy for the first year, to coincide with my comprehensive insurers offer of a ‘new for old’ replacement for the first year – why doesn’t ALA?
If your GAP policy is deferred for 12 months and you have a total loss claim, your motor insurer may refuse to replace new for old due to one or more of the terms and conditions of the policy not being met. It is then very unlikely that the deferred GAP Insurance policy will activate either – leaving you with no GAP cover whatsoever!
However, you can still purchase Back to Invoice + GAP insurance from ALA for up to 365 days after taking delivery of your vehicle.
Deferring the GAP policy with other providers will mean you have to pay for it upfront, despite not having the cover for up to another 12 months.
Am I covered for theft if my vehicle is stolen with the keys?
We rely on your motor insurer to provide cover and as long as they do, so do we. For example your insurer may not settle or may significantly reduce your settlement if your vehicle is stolen with the keys as a result of your negligence i.e. the keys are left in the vehicle whilst de-icing or paying for fuel. If this is the case your GAP insurance cannot settle.
If your keys are stolen from your house or bag your insurer would be likely to make a settlement. In this scenario your GAP policy will still pay the difference between their settlement and either the invoice price, replacement vehicle cost or outstanding finance, depending upon the type of policy you have.
Do you impose a maximum limit for factory or dealer fit accessories?
All factory fitted extras are covered by our GAP policies.
With regards to dealer fitted accessories, ALA use two underwriters: With Bastion Insurance Company these are unlimited and with London General Insurance Limited there is a limit of £1,500 including VAT.
Please note that we cannot cover the cost of any conversions or after-market modifications.
Will my comprehensive insurance company pay off the finance if my vehicle is written off?
Your primary insurer will normally pay you the current market value of the vehicle and that is all. This may or may not be enough to cover the finance settlement figure at the time.
If you have GAP insurance this will cover any shortfall (up to the maximum claim limit) up to the invoice price, replacement cost or outstanding finance on your vehicle in the event of a total loss, depending upon the type of cover you have with us.
Is my vehicle covered for GAP Insurance if I take the vehicle abroad?
Yes, provided your motor insurer extends fully comprehensive cover to Europe (rather than the minimum insurance requirement for that country which, can sometimes be third party only) and you comply with any restrictions your Fully Comprehensive Policy enforces for a UK registered and domiciled vehicle, then the GAP Insurance will be valid.
Please note that GAP Insurance only pays out if the primary insurer accept the insured loss under a fully comprehensive policy.
My vehicle is going to have a private plate, when should I buy the GAP insurance?
You can still purchase the GAP insurance immediately. Simply fill in the order form using the original plate on your vehicle.
Once your private plate is fitted to the vehicle please contact us on 01653 916304 or send an email to info@ala.co.uk and we will update your details free of charge.
My vehicle is covered by a motor trade insurance policy – can I still have a GAP Insurance policy?
Unfortunately we cannot offer cover on any vehicle which is covered by a motor trade policy.
Is the figure quoted a one off payment or annual premium?
The figure quoted the full premium for the term of cover selected, and represents the total cost for the policy.
If you choose to spread the cost of the policy and pay by Direct Debit, the premium is subject to a credit charge of 12.95%.
Does the GAP policy cover by road tax, in the event of a total loss?
A GAP policy settlement won’t include any amount paid towards road fund licence. There is no need for it to do so as it would be refundable pro-rata by the DVLA if your vehicle is written off.
If your vehicle is declared a total loss by your insurer you need to send section 9 of the vehicle log book to the DVLA. You will then receive an automatic refund in the form of a cheque within 4 weeks.
Is it free to transfer my policy should I change my vehicle within the length of my policy cover?
Yes it is. We calculate the unused premium in your original policy on a daily pro rata basis and deduct it from the price of a brand new policy. There are no administration fees to do this, however there may be a balance to pay for the new policy.
This is subject to ALA’s Fair Usage Terms, which means that we cannot complete a transfer in conjunction with any other offer or additional discount.
Transfers can currently only be completed by a member of staff over the phone. Please call us on 01653 916304 for assistance .
Do you offer normal comprehensive car insurance?
No, this isn’t something we can offer at the present time.
What are ALA’s Fair Usage Terms?
These include, but are not restricted to the following:
– A policy may not be transferred more than twice in a 12 month period
– A discount, price match or other promotion may not be used in conjunction with a transfer credit
– Multiple discount codes may not be used including cash back offers and discount codes.
– Discount codes that are not directly associated with a cash back site may not be used in conjunction for an ALA purchase.
– Our price guarantee does not extend to discounted/sale prices. In certain circumstances we may be unable to complete a price match, for example where terms are not comparable.
I bought my vehicle through the Mobility Scheme, can I buy GAP Insurance?
It is our understanding that you may not require GAP Insurance as your vehicle is fully protected with the insurance provided under the Motability scheme. Please check with the provider for confirmation
Do you cover refrigerated vans?
No, we cannot cover any vehicle which is used for the purposes of hire and reward. This includes any form of delivery, including couriers and even if it is the delivery of your own goods.
What do I do if my car breaks down or develops a fault?
If your car breaks down, or a warning light is illuminated, do not continue to drive your vehicle.
Contact the Claims Administrator depending on who your underwriter is. You can find that information on our claims page and report your claim.
Please do not proceed with repairs until they have been authorised by the claims administrator.
Please ensure the repairer calls the claims administrator before any work is started.
Where is the repair carried out?
To keep things flexible for you we do not specify where you have to take your car in the event of a claim.
When giving authorisation for repairs we will assess repair times in line with Autodata (or equivalent) recommended repair or service times and hourly labour rates at a maximum of £60 inc VAT per hour OR £100 inc VAT per hour depending on your preference when purchasing the policy.
Who pays the bills?
Your warranty underwriter will settle any authorised and eligible repair costs directly with the repairer.
On completion of the work, please arrange for us to be sent the repairer’s invoice quoting the policy number. All invoices must be made out to your policy underwriter.
When do I service my vehicle? Who pays for it?
You should always have your vehicle serviced according to the service interval recommended by the manufacturer.
This should be done at a VAT registered garage and would be paid for at your own expense. Failure to do so may invalidate your warranty or restrict your ability to make a claim.
Can I cancel my warranty and get a refund?
If you cancel your warranty within 30 days of the start date of the policy, and you have not made a claim, you will receive a full refund of the premium paid.
If you cancel the policy after the 30 day cooling off period, you will receive a pro-rata refund based on the number of full unexpired months of cover remaining, unless a claim has been made where no refund will be due.
Is my warranty renewable?
When your cover is due to expire, we will contact you regarding the possible renewal of your warranty with us. Provided the vehicle still meets the requirements of the cover we can provide a new quote an provide you with a returning customer discount.
What happens if I sell the Vehicle, covered by the Warranty?
There are a few options if you do decide to sell the vehicle you have covered with us.
If the ownership of the vehicle has been transferred (and subject to eligibility criteria at the time) we will transfer the policy to the new owner. Please contact us on 01653 916637 within 14 days of the change of ownership.
“A transfer can only be made in the event the vehicle has been sold to another private individual (not a motor trader or retailer.) There may be a fee payable by the original policy holder please check your policy for further details.”
Does my vehicle need to be inspected before I can buy cover?
Definitely not – we are one of the only independent warranty providers NOT to insist on an inspection of your vehicle.
Does my vehicle have to have a full service history?
We wouldn’t ask for a full service history in the event of a claim, but to qualify the vehicle must have ideally had its last service carried out if this hasn’t been done you can still purchase a policy but your claims may be rejected. You must also follow the vehicle’s manufacturer guidelines such as checking your vehicle’s oil level on a weekly basis.
Does ALA provide a warranty for any vehicle?
Our Warranty can cover cars, vans and pickups only and you vehicle must:
– be built to and not modified outside of UK Manufacturer’s specifications
– not be a vehicle used in public service capacity e.g. policy force, military service or fire service
– not be used for hire or reward, professional instruction, competition or off road use, motor rally, track days, speed or duration tests or any practice for these events whether they are timed or untimed
– not be beneficially owned by a company or person involved in the business of vehicle repair servicing, dealership or by an employee of either type of company
– not be a vehicle with a gross weight of more than 3.5 tonnes
Will I always be able to speak to a Customer Services Representative in the UK?
Yes. We pride ourselves on being a UK company. We are based in Malton, North Yorkshire and if you need to discuss any aspect of your cover you will always be speaking to one of our UK customer support team.
Are there any ongoing mileage restrictions?
Whilst mileage will be confirmed when obtain a quote to ensure you are eligible for cover, our warranty does not limit your annual mileage. There are also no maximum limits on your total mileage throughout the course of the warranty.(Wear and tear is only covered on vehicles up to 8years and up to 80,000 miles on the clock)
Does the warranty pay for recovery?
Dependent on your underwriter and subject to prior authorisation and in the event of a valid claim, your policy includes as standard a contribution of up to £50 for vehicle recovery.
What if I need a hire car?
If the recommended repair time is over 8 hours (according to Autodata or equivalent) and the matter cannot be resolved in any other way, we will contribute up to £50 per day for alternative transport for up to a maximum of 7 days.
This would need to be authorised by the claims administrators first, arranged by you and then you will be reimbursed on receipt of a car rental agreement from a VAT registered car rental company.
What if I breakdown outside of the UK?
If your vehicle suffers a mechanical or electrical breakdown whilst you are in the European Union you are covered by your ALA Warranty for 60 days in a 12 month period.
How can I pay for my ALA Warranty?
We accept payment using all major credit and debit cards. Cover can be purchased for a one-off payment and we also accept payment by 0% monthly instalments.
Get a quote and use the quote calculator to see how much monthly instalments or a one-off cost would be.
What do I do if I need to make a complaint?
ALA prides itself on the excellent customer care our team and our suppliers provide and the strength of the products that you purchase from us. We therefore take any feedback or complaints very seriously.
If you do have a complaint, please follow the procedures below:
For complaints regarding the sale of the policy, please contact ALA directly
By telephone: 01653 916304
By email: info@ala.co.uk
By post: ALAIB Limited T/A ALA Insurance Brokers
Unit 3, Park Farm Courtyard
Easthorpe
Malton
YO17 6QX
For complaints relating to the sale, administration
or claims handling of this policy please contact the underwriter of your policy.
If your complaint addressed to the above party is not resolved to your satisfaction you may within 6 months of a final decision please contact the Financial Ombudsman Service free of charge at:
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Telephone: 0800 023 4567 or 0300 123 9 123.
Website: www.financial-ombudsman.org.uk
Do I have to use a specific garage to fix my vehicle under my warranty policy?
The customer is free to use a garage of their choice, the level of cover that they choose will dictate the labour rate the cover can assist with on a valid claim.
Please be aware if a claim is authorised, it would be the garage’s decision if they would accept payment from the underwriter, so we advise checking that with the garage before works begin.
The claims administrator can advise on a garage near you to carry out the works.
If a suitable nominated repairer cannot be located the administrator will agree a suitable local alternative with you. You should then take your vehicle to the repairer and give them your permission to investigate the fault.
The repairer should then contact the administrator to discuss their findings and obtain our permission to carry out the repair.
No repairs can be carried out without the administrator’s permission as evidenced by an authorisation number.
When the administrator authorises a claim it will do so by issuing a unique claim authorisation number to your repairer. Repairs must not be started until the administrator has given this number to you or your garage.
When can I claim?
We have a 28 day waiting period after you have bought the warranty before you can make a claim.
What does cycle insurance cover?
Here at ALA our cycle insurance can be tailored to suit the needs of you and your family.
Theft and / or damage to cycle:
Worldwide cover:
Public liability
Personal accident:
Cycle accessories:
Replacement hire:
Legal expenses:
What restrictions apply to cycle insurance?
To be eligible for one of our cycle insurance policies, you must:
As standard, our cycle insurance policies cover the UK, Isle of Man and the Channel Islands but as noted above you can extended to worldwide cover as an optional extra.
Where can I find my bicycle frame number?
Most bicycles have a frame number stamped into the metal under the bottom bracket.
If it’s a carbon frame, the number will be etched into the surface or displayed on a sticker.
Occasionally, the frame number will be on the inside of the chain stay or on the down tube or top tube.
What bike locks are required?
We would recommend doing your research and getting a mandatory, approved Gold, Silver or Bronze lock for your cycle depending on the value.
A bike lock is required in order for your cycle insurance policy to be valid.
Why do you need cycle insurance?
Even the best rider can hit a bit of bad luck – from a simple pothole on the way to work, to wiping out going off-terrain, which is why we think even weekend riders should take out an insurance policy that covers all eventualities.
Just like car insurance provides drivers with peace of mind, bike insurance allows you to enjoy the open road free from worry. You’ll know that should something happen while you’re out and about, you’ll be back in the saddle in no time.
Why choose ALA?
We’re renowned for providing top quality financial products within the motor industry, which makes us perfectly positioned to help provide cover for some of the most vulnerable road users too. And thanks to our flexible cycle insurance policy, you can create cover that’s totally unique to you.
Want to know what our customers think of us and our policies? Check out our ‘Excellent’ Trustpilot reviews, from people just like you!
How to get a cycle insurance quote?
We’ve made the process of getting a cycle insurance quote as simple as possible. All you have to do is head to our online quote form and fill in your details. Choose any optional extras – and away you go.
Of course, if you have any questions about your cycle insurance quote, you can get in touch with us. We’re available to contact via email at info@ala.co.uk or on the phone. Just dial 01653 916642 and we’ll be happy to talk things through.
Who is the insurer?
The underwriter for this policy is Astrenska. Astrenska is a trading name of Astrenska Insurance Ltd Reg. No. 01708613
Registered in England & Wales Registered Office Cutlers Exchange, 123 Houndsditch, London EC3A 7BU.
Astrenska Insurance Ltd is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority – registration number 202846.
How do I make a claim?
If you’ve been unfortunate enough to have to make a claim you can do so by contacting Davies Group and they will help you process your claim.
Can I cancel the policy if I change my mind?
You can of course cancel your policy within 14 days of purchase. Please give one of our customer support team a call, who will take you through the process. Our number is 01653 916642.
What does the policy cover?
In the event of a claim with your comprehensive motor insurer you will usually have to pay a compulsory excess and, possibly, an additional voluntary excess. ALA Car Excess Insurance covers both the voluntary and compulsory excess charged by your comprehensive insurer for any claim made, not just for a total loss (excluding glass claims).
Is my policy protected?
We are fully authorised and regulated by the Financial Conduct Authority (FCA) and your policy is covered by the Financial Services Compensation Scheme.
Does the policy cover both voluntary and compulsory excess?
Yes, the policy covers both of these elements charged by your comprehensive insurer for a claim under your motor insurance policy.
How long does the policy cover me for?
The excess policy lasts for 12 months. You can renew your policy upon expiry or after making a claim, whichever comes soonest.
Is there a claim limit on the policy?
Yes, the claim limit options are from £250 to £2,000. The claim limit is set at the time of purchase and is the maximum that can be settled under the policy during the term of the policy.
Does the policy supplement the £250 I would receive towards my excess If I claim on my GAP policy for a total loss?
No. The excess policy does not work in conjunction with the GAP policy. If you wish to cover your full excess you would need to take out the Car Excess Insurance policy for the full amount of voluntary and compulsory excess.
How many claims can I make under the Car Excess Insurance policy?
You can claim as many times as you need to as long as the value of the claims don’t exceed the maximum claim limit on the policy.
Can I renew my Car Excess Insurance policy when it expires?
As long as the insurer still underwrites this product and you meet the eligibility criteria of the cover, then we would be able to supply you with a new policy.
If you make a claim and there is no remaining benefit in the policy you can purchase a replacement policy.
How long do I have to make a claim?
Claims must be made as soon as possible and no more than 180 days after the incident for which you are claiming.
What is the claims process?
Policies bought after on or after April 29th 2024
Please contact the Claims Handler as soon as You become aware of a potential claim: –
Return all required information to the Claims Handler: –
Please note that information the Claims Handler may reasonably require must be received within ninety (90) days. If it isn’t, the Claims Handler will attempt to assess Your claim however it may be difficult for them to investigate and settle your claim adequately.
Policies bought before April 29th 2024
You can make a claim online 24/7 on our portal by visiting: https://www.excessclaim.co.uk/
Alternatively, if you prefer, or need further support, you may email us on excess@axa-assistance.co.uk or call the claims line on 01737 334064.
Our agents will advise you of what documents we will need you to send us in support of your claim, we are open Monday to Friday 0900 am to 1700 pm.
Please note that this process can take longer than submitting your claim online. Please note that claims under this policy can only be made by you as the policyholder.
Can I transfer my policy to my replacement vehicle?
Provided no claims have been made or are pending on the original policy and the replacement vehicle qualifies for cover, then we can amend the details on your original policy.
Is there an excess to pay?
No, we do not charge an excess for any claim on this policy.
Is the policy available for any vehicle?
The policy can be purchased to cover comprehensive motor insurance policies for cars and light commercial vehicle not exceeding a gross Vehicle Weight of 3.5 tonnes.
The policy is unable to cover vehicles used for hire and reward, emergency vehicles, courier vehicles, buses, coaches, trailers, heavy goods vehicles, daily rental vehicles, breakdown and recovery vehicles; and vehicles used for road racing, track days (timed or untimed), rallying, pace-making, speed testing or any other competitive event any purpose in connection with the motor trade.
Is there any initial exclusion period?
We will not reimburse you for any claim you make under this motor excess protection policy within the first 30 days immediately following the start date of cover unless one of the following applies:
Do you cover for overseas travel?
The policy will cover you whilst driving abroad, as long as the incident is covered by your motor insurer.
Is the premium quoted a one off amount?
The premium quoted is a total amount for the full duration of the policy and includes Insurance Premium Tax. If you choose to pay by debit card, credit card or PayPal there will be no surcharges involved for the transaction.
Alternatively if purchasing with a GAP insurance policy you can choose to pay by Direct Debit over 10 months, however this will incur an interest charge.
Does the policy cover pre-existing incidents?
Unfortunately, we cannot cover an incident or damage which has occurred prior to the policy being purchased.
Do I need to pay the £10.00 finder reward?
No, this will be paid by Keycare who will send the reward directly to the finder of your keys. The money can be paid to charity at their request.
How will I get my keys back?
Keycare will arrange for your keys to be returned to you – there are a number of options and we’ll look at the best one to suit you.
What is the policy excess?
There is no excess to pay if you need to make a claim.
What does the policy cover?
This policy covers the cost of a SMART repair of minor body damage to your car including paint chips, scuffs, scratches and dents.
Is my policy protected?
Our underwriters are Novus Underwriting Limited on behalf of Helvetia Schweizerische Versicherungsgesellschaft in Liechtenstein AG. We are fully authorised and regulated by the Financial Conduct Authority (FCA) and your policy is covered by the Financial Services Compensation Scheme.
How long does the policy cover me for?
We offer 1, 2 or 3 year Scratch & Dent policies – so depending on which one you have chosen; the cover will last until the end of the policy. Or after you have made the maximum number of claims, whichever comes first.
Is there a claim limit on the policy?
The policy covers up to £1500 per claim, and you can make up to 9 claims during a 3 year policy.
How many claims can I make under the Scratch and Dent policy?
You can make a total of 3 claims during a 12 month policy, 6 claims during a 24 month policy and 9 claims during a 36 month policy.
How long do I have to make a claim?
Claims must be reported within 14 days of the damage occurring.
Where do I get my car repaired under this policy?
If you need to make a claim please contact the claims team who will arrange for a ChipsAway technician to repair your vehicle.
What type of repair is carried out?
The policy provides a SMART repair to a single panel of your vehicle with repairs carried out by the UK’s leading minor body damage repair company, ChipsAway.
What is the claims process?
All claims must be authorised by the claims team – for policies purchased on or after 1st July 2021 please complete the online claims form here
If your policy was purchased before 1st July 2021 please go to our claims page
The claims team will ask for electronic images of the damage to pass on to the repairers, as well as details of how and when the damage occurred, and a convenient date for the repair to be carried out.
What if the damage occurs when the office is closed?
You would contact the claims administrator as soon as they re-open to follow the claims process above.
If I change my vehicle can I amend my policy?
Provided no claims have been made or are pending on the original policy and the replacement vehicle qualifies for cover, then we can complete a policy transfer.
Is there an Excess to pay?
Unless you have purchased the Excess Protection when buying your policy, there is a £15.00 excess payable before any repair is carried out.
Is the policy available for any vehicle?
Unfortunately, there are some vehicles we cannot cover, including:
Taxis, self-drive hire, driving schools, service vehicles e.g. police, ambulance etc.
Commercial vehicles or vans with a carrying capacity exceeding 1750kg.
A Vehicle used in any sort of competitions, rallies, pace making or off-road use.
Any Vehicle owned temporarily or otherwise.
Any Vehicle which is not listed in Glass’s Guide.
Is there any initial exclusion period?
Yes, there is an initial 14 day waiting period during which any claim under this policy shall be excluded.
Does this policy cover me overseas?
This policy can only cover damage that happened in the United Kingdom, the Channel Islands and the Isle of Man.
Is the premium quoted an annual amount?
You can select a 1, 2 or 3 year term of cover and the premium quoted is for that entire term. Please bear in mind that if the maximum number of claims permitted are made before the end of the cover, the policy will end and a new policy will need to be purchased.
The premium includes Insurance Premium Tax. If you choose to pay by debit card, credit card, Apple Pay or PayPal there will be no surcharges involved for the transaction.
Alternatively, when purchased with a GAP policy, you can choose to pay by Direct Debit over 10 months, however this will incur an interest charge (details available when you get a quote with us online, or over the phone.)
Does the policy cover pre-existing damage?
Unfortunately we cannot cover an incident or damage which has occurred prior to the policy being purchased.
What is Tyre and Alloy Wheel Insurance?
This policy covers your Alloy Wheels for accidental scuffs and scrapes and any accidental or malicious damage to your tyres which causes them to deflate (so long as you have a crime reference number)
What are the qualifications to get Tyre and Alloy Wheel Insurance?
This policy is for vehicles that are a maximum of 7 years old and must have completed less than 70,000 miles at the start date of this policy. Your vehicle must also be registered in the United Kingdom, the Channel Islands or the Isle of Man. We recommend reading all the Ts and Cs before purchasing any kind of insurance – so make sure you have a read of these.
Do I have to pay any excess on Tyre & Alloy Wheel insurance?
No excess to pay.
Are there any claims restrictions on this Tyre & Alloy Wheel insurance?
You can make up to 5 claims over the policy term for both alloy wheels and tyres.
What is SMART repair for Alloy Wheels?
SMART stands for “small to medium area repair technique and it repairs minor cosmetic damage and defects. If a cosmetic repair is not possible, we will give you £150 towards a replacement Alloy Wheel.
It is worth noting that SMART repair would not be able to repair structural damage including cracked, buckled or distorted wheels.
Do you cover diamond cut Alloy Wheels?
Yes we do! Other insurance companies don’t cover these; but we are happy to say that under this policy; your diamond cut alloys are covered.
Can I buy Tyre and Alloy Wheel insurance on it’s own?
Yes you can! You can purchase this insurance as a standalone product or alongside one of our other policies. We think it’s a good accompaniment to one of our GAP insurance policies.
You can buy a 1, 2 or 3 year Tyre and Alloy Wheel insurance policy too, so depending on how long you think you’ll have your car for – you are sorted.
What do you mean by level of cover?
The level of cover is set on your GAP policy at the time of purchase and is the maximum amount we will pay in the event of a claim.
How much cover do I need?
Based on average figures you could assume that a 2 year old vehicle would be worth about 65% of its original value, a 3 year old vehicle 45% – 50% and for 4 years you could assume 35%-45%.
When getting a quote our system suggests a “GAP Claim Limit” on this basis.
If the vehicle is on a lease or contract hire agreement, it is worth checking with the leasing company their policy on charges if the contract is terminated due to a total loss. Many leasing companies charge 50%-60% of outstanding rentals whilst some will charge you 100% of outstanding rentals.
Should I cover the full value of my vehicle?
In the event of a total loss your comprehensive insurer will pay a settlement of market value, and the GAP insurance is simply there to “top-up” their settlement.
The level of cover on your GAP policy will depend on the underwriter – some underwriters we use offer a full vehicle value claim limit as standard, whereas others will suggest an amount based on the expected depreciation on your vehicle over the term of insurance you choose.
Where the claim limit is ‘Suggested’, you can choose to increase or decrease that amount as you see fit.
How do I calculate the ‘suggested’ level of cover?
For Back to Invoice+ and Vehicle Replacement+, this is based on the likely depreciation in the value of your vehicle over the term of your policy.
We base this on average depreciation rates and it is intended to give you an idea of the amount of cover which is suitable for you but it can be (depending on underwriter) changed to suit your specific vehicle.
For the Contract Hire+ policy, we are covering your outstanding rentals and any shortfall in the market value settlement from the insurer – it is based on potential contractual liability of up to 100% but this might be lower in your actual contract.
Which policy should I buy if my vehicle is on finance?
If the vehicle has been bought on a purchased-based finance arrangement (Hire Purchase or Personal Contract Purchase) Back to Invoice+ or Vehicle Replacement + would be suitable for you.
Back to Invoice+ will cover the difference between your motor insurer’s settlement and either your invoice price or outstanding finance – whichever is greater at the time of a write off.
The Vehicle Replacement + policy would pay the difference between your motor insurer’s settlement and either the replacement cost of a vehicle of the same make, model, age and specification as the original or the outstanding finance, again whichever is greater at the time of a write off.
I own my vehicle outright, which GAP Insurance so I apply for?
If your vehicle is less than 7 years old, with fewer than 80,000 miles on the clock and has been purchased in the last 90 days, we can offer you Vehicle Replacement + GAP Insurance.
The Vehicle Replacement Plus policy covers the difference between your motor insurer’s settlement and the replacement cost of a brand new vehicle, if your vehicle was new at the time of purchase. Alternatively, if your vehicle was not brand new, it covers the difference up to the cost of a vehicle which matches the age of the vehicle that you originally insured.
If you’ve had the car for more than 90 days, or it exceeds the above age or mileage limits, we can instead offer you a Back to Invoice + policy.
The Back to Invoice Plus policy pays the difference between your motor insurer’s market value settlement and your original invoice price.
I bought my vehicle from a private individual, can I still have GAP Insurance?
If you have bought your vehicle from a private seller and do not have a VAT invoice, you may be eligible for our Agreed Value GAP policy.
Please contact the ALA team on 01653 916304 to discuss a quotation.
What is the difference between Back to Invoice Plus, and Vehicle Replacement Plus?
Back to Invoice Plus will cover the difference between your motor insurer’s settlement and either your invoice price or outstanding finance – whichever is greater at the time of a write off.
The Vehicle Replacement Plus policy would pay the difference between your motor insurer’s settlement and either the replacement cost of a vehicle of the same make, model, age and specification as the original vehicle or the outstanding finance, again whichever is greater at the time of a write off.
I’m looking at a Back to Invoice Plus Quote. What does ‘Invoice price including deposit’ mean? What should I include in this?
For the purposes of a quote please use the invoice price of the car including manufacturer fitted extras. Please also include dealer fitted extras; depending upon the policy underwriter, these are either unlimited or covered up to a maximum of £1,500 including VAT (this will be confirmed in the policy documents on the quote page and following purchase).
Deduct any dealer or manufacturer discount (including deposit allowances, concessions, cashback, incentives or contributions).
Please also don’t include: Interest charges, manufacturer delivery charges, paint/upholstery protection, fuel, road fund licence, warranty costs, administration fees, insurance, service plan costs, arrears and negative equity. These costs are not covered by the policy
Is there anything which shouldn’t be included in the invoice price for the Back to Invoice + GAP insurance policy?
There are some things that the policy does not cover which includes, but is not limited to: delivery cost, first registration fee, extended warranty charges, insurance products, service plans, arrears negative equity, administration fees, fuel, road fund licence and paint/upholstery protection.
If you would like further advice about whether to include something in the vehicle price, then please call us on 01653 916304
Is there anything which shouldn’t be included in the invoice price for the Vehicle Replacement + GAP insurance policy?
We use two underwriters for the Vehicle Replacement + GAP policy. If your policy is provided by Assurant please include the following costs, up to a maximum £650: manufacturer delivery charges, road fund licence, number plates and the first registration fee.
If your policy is provided by AMS please exclude manufacturer delivery charges, paint/upholstery protection, fuel, road fund licence, warranty costs, administration fees, insurance, service plan costs, arrears and negative equity.
If you would like further advice about whether to include something in the vehicle price, then please call us on 01653 916304
Is Agreed Value GAP the same as comprehensive insurance?
No, Agreed Value GAP (AVG) is not motor insurance for the purposes of the Road Traffic Act.
You can purchase an Agreed Value GAP policy at any time, there is no age restriction or mileage restriction – just so long as the vehicle valuation is obtainable on Glass’s Guide.
The policy will cover the difference between your comprehensive insurer’s settlement and the Glass’s Guide value of your vehicle at the time you purchase the policy, in the event of a total loss.
I bought my van privately, can I still have GAP insurance?
Yes, you can purchase an Agreed Value GAP policy at any time, as long as the van is less than 10 years old and has covered less than 100,000 miles.
Which GAP insurance should I buy if my van is on finance?
If your van is on Hire Purchase or PCP finance, where you can choose to own it at the end of the term, or you do so automatically when the last instalment has been paid, then Commercial Back to Invoice + or Commercial Vehicle Replacement + would be suitable for you.
Alternatively, if the van is on a lease or contract hire agreement, where there is no option to purchase at the end of the term, you would need to select Commercial Contract Hire +.
Is Finance GAP the same as Contract Hire GAP?
This depends on the supplier but you really need to double check the small print. Our Contract Hire+ GAP specifically covers up to 100% of outstanding rentals and any potential shortfall in residual value.
I have a contract hire vehicle and would like a quote. What figures should I use for the Contract Hire Plus policy?
For “Cost of vehicle” you should enter the estimated list price of the vehicle and select the term of cover you wish to take.
The system will automatically suggest a claim limit but this can be tailored further to suit your needs, based on the total amount you will be paying over the term of the contract.
If you would like any assistance with a quote please contact our team on 01653 916304.
Are maintenance charges covered by the Contract Hire GAP policy?
No, the GAP policy is covering your liability for the vehicle rentals only.
Depending upon the terms of your Contract Hire agreement, maintenance charges may be included in your settlement figure from the finance company at the time of a total loss but these would not be covered by the GAP insurance. We would always recommend that you check your lease agreement for specific details.
Other costs which are not covered include:
Some of my initial payment on my lease agreement was for the maintenance contract – is this covered by the Initial Rental Cover?
If you choose to add Initial Rental Cover as part of the Contract Hire + GAP policy, this will cover any initial rental paid for the vehicle itself.. However it will not cover any amount paid towards the maintenance contract.
Do you cover negative equity?
Negative equity in this context specifically means a finance balance for a previous car which has then been added to a new finance agreement for a new car.
Our policies do not cover negative equity, we can only provide cover for the finance relating to the current car, not finance carried over from a previous agreement.
If you have any questions about this please contact one of our team on 01653 916304
What happens if my direct debit fails?
If the direct debit fails due to lack of funds we will attempt to get in touch with you via email. The direct debit will be resubmitted at a later date to try and collect the payment, plus a £10 late fee.
If the resubmission fails again we will try and contact you by email, phone and text message to understand why the payments have not gone through.
If we don’t hear from you your policy will be void and the failed direct debit will have a negative effect on your credit score.
It’s best to get in touch with us as soon as possible if you are struggling to keep up with your payments.
Please be aware that if payments are not brought up to date your ALA policy will be cancelled within 22 days of the payment default date. If you are struggling to make a payment or experiencing financial hardship, please do not hesitate to contact our customer support team on 01653 916304.
Car Excess Insurance
Short Term Motor Insurance
Scratch and Dent Insurance
Tyre & Alloy Wheel Insurance
Cycle Insurance
Breakdown Cover
