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Help and Contact
Making changes

We now offer live chat. Here's how to access our Live Chat if it doesn't appear for you:

  1. Click on the blue shield in the bottom left hand corner of the screen.
  2. Click 'allow all'.
  3. Click 'confirm my choices'.

The chat logo will then appear in the bottom right hand corner of the screen.

If you're an existing customer, simply log into your account and you can chat to us using the blue chat icon in the bottom right of your screen.

Our Live Chat opening hours are:

  • Monday to Friday 8am - 8pm
  • Saturday and bank holidays 9am - 5pm
  • Sunday 10am - 4pm

To add or remove a driver with a UK or EU licence, log in to your allianz account and follow the steps below...

Changing your drivers or editing their details could also change the price you pay. 

To add a driver

  1. Log in to your Allianz account.
  2. Select 'your car, make changes'.
  3. Under 'drivers' select 'add another driver'.
  4. Complete the second driver details as prompted.

If we’re able to provide cover, the price will be shown for adding the additional driver and a summary of all drivers will be shown on the policy.

To remove a driver

  1. Log in to your Allianz account.
  2. Select 'your car, make changes'.
  3. Under 'drivers' select 'edit' under the driver you want to remove.
  4. Complete the details as prompted and this will show the selected driver removed.

The price will be shown for removing this driver and a summary of all drivers will be shown on the policy.

If your vehicle’s annual mileage estimate changes due to a change in circumstances, it’s important to update the estimate you gave us at the start of your car insurance policy. If you don’t, it could affect any claim you make in the future.

To change your mileage estimate please log in to your account and follow these steps:

  1. Select 'your car make changes'.
  2. Select 'edit car and cover'.
  3. Scroll down to see the annual mileage estimate you gave us
  4. Update the figure to reflect your new estimate.
  5. At the bottom of the page, select ‘next’. 
  6. Choose the date the change should start and select ‘next’ again.
  7.  The final page shows you if your new annual mileage affects your price and lets you know the next steps.

If your policy has been cancelled, you'll need to log in to your account and set up a new policy with us. 

If your policy was cancelled due to any outstanding payments, any outstanding balances will need to be paid for before a new policy can be set up. 

Your account will already hold your details, so you won't need to enter all your information again to get your new quote.

When renewing, you should always check your level of cover still meets your needs. We’ll send you an email 30 days before your renewal date, at which point, you can review your renewal cover details and price in your online account.

It’s always worth comparing the different cover levels we offer, to make sure you’re choosing the right cover for you.

If you're making a change to your policy and would also like to review your cover level options, you'll be given the option to upgrade or downgrade your cover when making a change to your policy (if eligible).

Simply select 'Your car, make changes' in your account, make any changes you need to and we'll display the price change (if applicable) to your changes and display your cover level options.

If you SORN your vehicle, you have a few options:

  • Cancel the policy. This will incur a £40 cancellation fee.
  • Keep the policy (in case of fire or theft) but you'd be paying for cover you're not using.
  • Get a new policy elsewhere specifically to cover your car for damage or theft while it's off the road. Please bear in mind this will incur a £40 cancellation fee.

If you've declared your car as being off road / SORN, you can't drive it until the vehicle is re-taxed and declared as being back on the road.

If you've sold your car and don't have a new car to insure, you'll need to cancel your policy via your Allianz account.

If you've replaced your car with a new one and need to insure it, you can transfer your policy over to the new car online via your account (remember, your price may change).

We'll need:

  • The new vehicle registration number.
  • Details of any changes to the manufacturer's standard specification.
  • Any changes in how you use the vehicle (e.g. are you now using it for work?).

Allianz Online Car Insurance is designed so you can make changes to your cover whenever you need to, but there are some things you can’t change.

Once the start date of your policy has been set, you won’t be able to change it. This is because one of the factors affecting your price, is the date you need the policy to start.

We know things can change though, so if your start date no longer works for you, the best thing to do is cancel your policy and take out a new one. You can do this in your Allianz account.

If your cover has already started, you may be subject to a cancellation fee payment.

Remember, if you change your start date, your price may change too.

With Allianz Online, you're in control. Because you make changes to your policy yourself, there are no admin fees! Remember, though, any changes you make can still change your price.

Firstly, you’ll need to make sure that you have confirmation from the DVLA that the registration is officially matched to your car. Once this is done, you can update your registration plate in your Allianz account.

Important notice: if the DVLA hasn’t processed the change, and you change your registration plate on your Allianz Online Car Insurance policy, your cover could be cancelled.

Simply click:

  • Your car.
  • Make changes.
  • Select 'edit car or cover'.
  • Then select 'change your number plate'.

You can cancel your policy in your online account. Here’s how:

  1. Log in to your Allianz account .
  2. Select 'cancel policy’.
  3. Select the date you’d like your policy to end.

If you’re not looking to cancel right now, but you want to know how to stop your policy from renewing automatically, we’ve explained it below.

Remember, if you do cancel your policy and you're not selling your car, you'll need to make sure you have alternative cover in place so you can continue driving legally on the road.

You can cancel your automatic renewal in your online account. Here’s how:

  1. Log in to your Allianz account.
  2. Select ‘Account details.
  3. Click ‘edit renewal preferences’.
  4. Select the option ‘I do not want to renew’.

If the option to renew automatically isn’t selected, then you don’t need to do anything – automatic renewal isn’t set up on your policy.

Remember, if you don’t renew, you'll need alternative cover in place to continue driving legally on the road.

You can change your address in your online account. Here’s how:

  1. Log in to your Allianz account .
  2. Head to ‘your account details’.
  3. Select ‘change address’.

Remember, your address is one of the factors we use to calculate your price (every postcode has a different rate), so changing your address could also change your price.

Remember, changing your car can also change the price you pay. To change your car, log in to your account and follow the steps:

  1. Log in to your Allianz account and select 'Your car, make changes'.
  2. On the your car page, select 'Change this car'.
  3. On the Replace your car page, select the option to get a quote and click ‘Next’.
  4. Enter the registration of the new vehicle, or take a photo of the number plate.
  5. Select ‘find my car’ and enter the details of the correct vehicle, driver, mileage, location and usage.
  6. Click ‘Next’ and select the date you’d like the cover to start. On the date you select you’ll be covered on both your existing and your new car for the full day until 11:59 pm to give you time to change vehicles.
  7. If you have our Allianz Online Bronze cover level, you will be given the option to upgrade to our Allianz Online Silver or Allianz Online Gold cover level. Please check that the cover level selected is right for your needs.
  8. Finally, check the price, the car details and any optional extras. Please also check the excesses that apply to your new vehicle as they may have changed. When you’re ready, click ‘Next’.

If you’re vehicle is newly registered and therefore the vehicle details are not presented when entering the registration of the vehicle (step 4 above), select 'No' and you’ll be asked to enter the vehicle details manually. You can watch our short video to see how:

www.allianz.co.uk/insurance/car-insurance/how-to-videos

With Allianz, you're in control. Because you make changes to your policy yourself, there are no admin fees! Remember, though, any changes you make can still change your price.

If you need to change your name because of a change in your marital status or a change applied through a deed poll, you can do this in your account. Here’s how:

  1. Log in to your Allianz account .
  2. Click 'your car/make changes' button and edit your marital status and/or surname.

We will have sent you a video tutorial when you purchased your policy to help you find your way around your Allianz account. You can make changes anytime by logging in and selecting 'your car, make changes' or any of the other buttons that relate to your change.

With Allianz Online Car Insurance, you can make changes to your cover requirements at any time, but there are some things you can’t change - like your previous driving history.

This is because one of the factors affecting your price, is your claims and conviction history, so changing this would change your quote.

We understand that things change though, so the best thing to do is to cancel your policy and take out a new one with your up to date driving history details.

The good news is it’s nice and easy. Just  log in to your Allianz account and select 'Cancel my policy'.

Auto-renewal and payment

If you've already selected automatic renewal for your policy, then you don't need to do anything. Your policy will renew and your next payment will be debited on the renewal date using the same payment method as last year.

If you'd like to change the payment method, please log into your account and select the 'Renewal, Make changes’ tile to update your payment preference.

If you haven't selected automatic renewal, you can renew your policy in your Allianz Online Car Insurance account. On your account homepage, select the 'auto-renew' option in the top banner and continue from there - you'll also be able to change your payment method. The payment will not be debited until the renewal date.

If you'd like to change from paying annually to paying monthly (eligibility criteria applies) then please select the 'renewal, make changes' tile and save any changes you make. If you've not set up automatic renewal, you'll then need to proceed to the 'auto-renew' option in the top banner to confirm that you wish to renew the policy.

To check if your policy is set to renew automatically, please  log in to your account and follow the below steps

  1. Select ‘account details’.
  2. Click the ‘edit renewal preferences’ button.
  3. Check which option is selected.

You can change this option at any time up until your renewal date.

You can opt out of auto renew yourself in  your Allianz account and there’s no need to let us know if you don’t want to renew.

If your policy’s set to renew automatically and you want to change this, just log in to your Allianz account:

  1. Select the account details tile.
  2. Click edit renewal preferences.
  3. Select the option I do not want to renew.

If the option to renew automatically isn’t selected then there’s nothing else you need to do.

Just to note, if you don’t renew (and you're not selling your car) you'll need alternative cover in place to continue driving on the road legally.

Renewal price and timing

You'll receive an email 30 days prior to your renewal date, at which point, you can view your renewal price in your Allianz account.

At this stage you'll also be able to make any changes and check that all your details are up to date and correct for the next year.

When it comes to pricing, our experts analyse a number of factors; from changes in your personal circumstances, to industry or legislation changes.

As Allianz Online Car Insurance is an online only product, we always put our best price forward and are unable to reduce a renewal quote or offer any price matching services.

Your documents should be available on your renewal day once your payment has been taken.

To view them, log in to your Allianz account and click the documents icon. This will bring up your policy documents and document of insurance, which you can also download as a PDF.

Here at Allianz, we always give you the best price we can offer at the first time of asking. This keeps things simple. We can’t reduce anyone’s quote and we don’t offer price matching services, so there’s no back-and-forth negotiating prices.

When renewing, we recommend checking your cover levels are still fit for your needs to help you manage the price. You can do this  online in your Allianz account.

If you wish to cancel your renewal please log in and select ‘account details’ to make sure the policy is not set to automatically renew.

About a month before your renewal, we'll email you to let you know your renewal price for the next year. 

Changes and discounts at renewal

You'll find proof of your No Claim Discount in your renewal pack, which you’ll be able to view and download in your Allianz account 30 days before your renewal date.

If you cancel mid-term, your NCD will be shared with you on your cancellation document.

Your proof of NCD will contain: 

  • The vehicle attached to the discount.
  • The number of years the NCD was protected.
  • The policy end/cancellation date.

It depends what you're claiming for and if you opted for Protected NCD (PNCD).

Whether you make just one claim or multiple claims, if you have Protected NCD, you won’t lose your discount.

If you didn’t protect your NCD, your discount will be reduced in line with our 'step back rules' which you’ll find in your car insurance policy document.

There are some other instances where a claim won't have affected your NCD - even if you don't have PNCD. For example:

  • You were involved in an accident that wasn't your fault and we recovered the cost from the at-fault insurer.
  • You have paid an excess for getting a chipped windscreen sorted.

It’s worth remembering that even if you have PNCD and make a claim (whether fault or non-fault), your premium can still increase at renewal.

Yes, you’ll be able to protect your NCD after building it up four years.

Simply log in to your account, select ‘Your renewal, make changes’ and continue from there.

You can make changes online when you log in to your Allianz account.

If you want your changes to take effect from the renewal date, select the 'renewal, make changes' tile and make your changes there. Just remember to save any changes made.

If you want your changes to take effect before you renew, please select the tile for the change you need to make and proceed from there.

Need to make a claim now?

Just claiming for your window or windscreen?

You don't need to contact us if you need to make a window or windscreen claim.

You can get in touch with our recommended windscreen repairers directly.

Windscreen claims don't impact your no claim discount but your excess will apply.

Book an appointment - National Windscreen

Is your car currently broken down?

If you have breakdown cover with your Allianz Online Car Insurance, we're here to help 24/7. Our breakdown cover is provided by Britannia Rescue, so if you've broken down and need our help, please visit Britannia Rescue and we'll take it from there.

Make sure everyone is safe before getting in touch

Did the accident involve just your car, or your car and one other vehicle? If so, you can log your claim quickly and easily online.

You only need to contact the police if:

  • You couldn’t exchange details at the scene.
  • Anyone involved was injured.
  • You suspect a driving offence may have been committed.

So long as nobody's been injured and your vehicle hasn't been stolen, simply log in to your Allianz account and select 'make a claim'.

If the accident involved more than one other vehicle, or if someone was injured, please refer to 'all other car claims' below.

Do you need to make a car insurance claim now?

First things first – make sure you and your passengers are safe. You don’t need to report your claim to us immediately, and you don’t need to contact the police about the accident if:

  • Details were exchanged between all parties.
  • No one was injured in the collision.
  • There are no allegations of a driving offence.

You should contact the police if:

  • You couldn’t exchange details at the scene.
  • Anyone involved was injured.
  • You suspect a driving offence may have been committed.

Once you're safe and able to, please remember to let us know about the incident too.

You can call our claims team any time on 0330 678 5557.

Calls may be recorded. For Text Phone, first dial 18001.

Managing an existing claim

If you’re following up on an existing car insurance claim, please call us on:  0800 030 4897 and select the existing claim option to discuss your ongoing claim or repairs with our claims team.

Lines open:

Monday - Friday: 8am - 6pm

Saturday: 8am - 4pm

Calls may be recorded. For Text Phone, first dial 18001.

If the people involved in the incident disagree on what happened, we'll look at all evidence available, such as witness statements and CCTV footage. 

It's really important you share all details of the incident to support your claim as soon as possible; if you can give us contact details for witnesses, information about any police involvement, photographs, details of where the accident happened and if there were any CCTV cameras or dash cam footage - that would be extremely helpful.

We'll keep you updated throughout the car insurance claims process with next steps.

The estimate can be sent to us via the garage's 'Audatex' system, using the code 'LVRCV' and your claim reference number.

With Allianz Online Car Insurance, you're free to choose who repairs your car, but we're likely to inspect it before we authorise any work. If you choose not to use one of our recommended repairers, you'll need to pay an additional excess and we can't offer a courtesy car or warranty on the repairs. Please refer to your personal details document for further information on the excesses that apply.

Some benefits of using our approved repairers include:

  • Free collection and delivery of your vehicle.
  • Lifetime guarantee on repairs (when using our recommended repairer service, for as long as you own the vehicle. Labour only, excludes parts).
  • Our garages are either British Standard approved or Kitemark approved which ensures technical competence. To achieve these standards our garages are independently audited.
  • All work carried out will be in accordance with the Vehicle Manufacturers or Thatcham Repair Research Centre guidelines.
  • Garages are proactively audited by our engineers.
  • They'll keep you updated throughout the repairs.
When you report your motor claim to us, please tell your claim handler if you have video footage that can help with your claim - they'll send you a link to guide you through how to upload evidence.

Report an incident

Firstly, we're so sorry to hear your car's been stolen. We're here to help.

The first thing to do is report the theft to the police immediately - you can dial ‘101’ and ask to be put through to your local station. They'll ask for details including your registration number, make, model and colour of the car. They’ll also give you a crime reference number which you’ll need to provide when you call us.

When you're ready to make a claim, we'll be by your side to get things sorted.

If you have our Allianz Online Gold cover level or have added a Guaranteed Hire Car to your Allianz Online Silver or Allianz Online Bronze policy, we'll also arrange a hire car for up to 21 days or four days from the date we pay your claim (whichever comes first). Just, give us a call - head over to our car insurance contact page to get in touch.

Remember, our phone line is for claims only. Our claims team won’t be able to help with any policy queries.

Firstly, if you have an accident causing damage or injury, you need to report the incident to the police within 24 hours (if you haven't already given them your details at the time of the accident).

You must also report the accident to your insurance company, even if you’re not planning to make a claim. 

You’ll need to call the police if: 

  • The other driver(s) left the scene without providing their details.
  • You suspect the other driver(s) may have caused intentional damage.
  • You think the other driver(s) could be uninsured.
  • You have reason to believe the other driver(s) is under the influence of drugs or alcohol.

Then give our claims team a call on: 0330 678 5557.

Opening hours: 24/7 Monday - Sunday.

Calls may be recorded. For Text Phone, first dial 18001.

Remember, our phone line is for claims only. Our claims team won’t be able to help with any policy queries.

Outcomes and repairs

With our Allianz Online Silver and Allianz Online Gold cover levels, new car replacement is included as standard.

We'll look to replace your car with a new one if it's written off following a claim, as long as the car is less than a year old and you or your partner are the first and only registered keeper.

The replacement vehicle will be of the same or similar specification. You'll find all the details in your Document of Insurance in your Allianz account.

If you have our Allianz Online Bronze cover level, new car replacement is not included.

Yes. If your car needs to go into a garage for MOT/service/repairs and the garage have offered you a courtesy car for the duration, you're insured to drive this under your policy.

Yes, Allianz Online Car Insurance covers all glass in your car under windscreen cover. You can find your windscreen excess in your policy documents. If you don't use one of our recommended repairers, you'll need to pay an additional excess if your glass needs to be replaced.

If you've been unable to remove any personal items or delete personal data from media units before your vehicle is collected, please let our claims department know as soon as possible and we'll ask our salvage agents, IAA, to send the items to you or arrange for you to collect them. Just give our claims team a call on: 0330 678 5557. 

For new claims, our lines are open 24/7. 

For existing claims, our lines are open 8am - 6pm Monday to Friday, 8am - 4pm Saturday. 

Calls may be recorded. For Text Phone, first dial 18001.

Remember, our phone line is for claims only. Our claims team won’t be able to help with any policy queries.

You'll have 60 days from the date the write-off is confirmed, to decide whether to transfer your cover to a different car.

If you don't want to transfer your cover, you'll need to cancel your policy otherwise the cover and any payments will continue.

If you're in a hire car when your policy ends, you'll need to give the hire car back.

We'll arrange our salvage agents, IAA, to collect your car. If it's at home, they'll contact you to arrange this.

Please remove any personal items before it's collected, including any paperwork, personal information, and personal data on any media units.

If your car isn't at your home address or one of our recommended repair centres please let our claims department know as soon as possible.

Just call us on: 0800 030 4897.

Lines are open:
Monday - Friday: 8am - 6pm
Saturday: 8am - 4pm

Calls may be recorded. For Text Phone, first dial 18001.

Remember, our phone line is for claims only. Our claims team won’t be able to help with any policy queries.

Costs and policy impacts

It depends what you're claiming for and if you opted for Protected NCD (PNCD).

Whether you make just one claim or multiple claims, if you have Protected NCD, you won’t lose your discount.

If you didn’t protect your NCD, your discount will be reduced in line with our 'step back rules' which you’ll find in your car insurance policy document.

There are some other instances where a claim won't have affected your NCD - even if you don't have PNCD. For example:

  • You were involved in an accident that wasn't your fault and we recovered the cost from the at-fault insurer.
  • You have paid an excess for getting a chipped windscreen sorted. 

It’s worth remembering that even if you have PNCD and make a claim (whether fault or non-fault), your premium can still increase at renewal.

We'll pay you the excess back as soon as the third party's insurer has accepted responsibility. 

This might not always be possible or could take time. For example, the other driver could deny causing the accident or their insurer might not reply to us straight away.

Whatever happens, we'll keep you updated at every stage.

It depends what you're claiming for on your car insurance and if you've opted for protected NCD.

Protecting your NCD means you keep your discount even if you’ve made claims. But it’s worth remembering that any claim (fault or non-fault) can still see your premium increase at renewal.

If you don’t have protected NCD, your discount will be reduced following a claim (see our ‘step back’ rules in your car insurance policy document).

There are some cases where a claim won't affect your NCD. For example, if you're involved in an accident that wasn't your fault and we're able to recover the cost from the at fault insurer.

Similarly, if you get a chip in your windscreen and it needs to be repaired or replaced, you'll have to pay an excess - but you won't lose your NCD.

A car insurance excess is the amount you have to pay out yourself if you make a claim. There are two types of excess:

Compulsory excess - this is a fixed excess, set by us, which you'll have to pay if you make a claim. The amount varies depending on your circumstances.

Voluntary excess - this is the amount that you agree to pay, in addition to your compulsory excess, if you make a claim. People agree to a voluntary excess in return for a lower premium. 

For example, if we've set a compulsory excess of £250 and you choose a voluntary excess of £100, the total excess you’ll need to pay in the event of a claim would be £350.

Please check your insurance documents to see what your excess is.

Documents and disclosures

Yes. We'll need information regarding a driver’s complete claims history, although this will not be taken into consideration until you renew your policy.

If you don’t keep your claims information up to date, this could result in your policy being cancelled.

To get your settlement letter please get in touch with our claims department on: 0330 678 5000 who’ll be more than happy to help.

Lines are open: 

Monday - Friday: 8am - 6pm

Saturday: 8am - 4pm

Calls may be recorded. For Text Phone, first dial 18001.

Remember, our phone line is for claims only. Our claims team won’t be able to help with any policy queries.

Unfortunately, you won’t be able to change your driving history once it’s been disclosed to us. Your previous claims and conviction history is one of the factors used to calculate your price, so changing it would change your quote.

We understand it’s easy to make mistakes, though. The best thing to do is cancel your policy and take out a new one. Just log in to your Allianz account and select cancel my policy.

If your policy hasn’t started, you’ll be issued a full refund in 3-5 working days and there’s no cancellation fee.

If your policy has started already and you choose to cancel, you’ll receive a pro-rata refund minus a £40 cancellation fee. However, if you take out a new policy with us within 60 days using your existing Allianz account, the cancellation fee will be reimbursed to you.

Total Loss

If your car's a total loss (or “write-off”) it means one of two things:

  1. It can't be safely or legally repaired.
  2. The cost to repair it is higher than the car's market value.

Our engineers will assess your car and consider things like:

  • The cost of repairs.
  • Structural damage and safety concerns.
  • Age and mileage.
  • Hidden damage caused by the accident.
  • The current market value of your car.

They'll review all the damage and recommend the safest and most appropriate outcome.

You’ll usually receive your cash settlement within 3-5 working days once everything's been confirmed.

If your policy includes hire car cover for a total loss, you’ll be provided with a replacement vehicle by Enterprise Rent-A-Car for a set period (as shown in your policy documents).

Already have a hire car?

  • If you’ve signed a Credit Hire Agreement with Enterprise, please get in touch with them to arrange the return. This is usually within 4-7 days.
  • If we’ve arranged the hire car for you, the hire provider will be in touch to let you know when it needs to be returned – usually up to 21 days or 4 days after you receive your settlement, whichever is sooner.

No – your insurance doesn’t automatically carry over. If your car’s a total loss (or “written off”) you'll need to add your new car to your Allianz Online policy before you can drive it.

Just log in to your Allianz account to make the change within 60 days of the write-off. If you don’t, your cover will be cancelled, no refund will be due, and the full annual premium may still need to be paid. For full details, check your policy documents.

Garages and recovery agents charge us for each day they have your vehicle. IAA will store it for us for free. If you're not happy for us to move the vehicle, we may not be able to pay any future storage costs.

If your vehicle is at a repair centre you can go and collect your belongings. If this isn’t possible or the vehicle has been collected for salvage, please let our claims department know as soon as possible and we'll ask our salvage agents, IAA, to send the items to you or arrange for you to collect them.

Just give our claims team a call on: 0330 678 5557. 

For new claims, our lines are open 24/7. 

For existing claims, our lines are open 8am - 6pm Monday to Friday, 8am - 4pm Saturday. 

Calls may be recorded. For Text Phone, first dial 18001.

Remember, our phone line is for claims only. Our claims team won’t be able to help with any policy queries.

The DVLA will automatically process a refund of the vehicle tax for any full remaining months when you complete and return Section 9 of your V5 to them, or after you complete the transfer of ownership online at www.gov.uk/sold-bought-vehicle.

If you’re not at fault for the incident and we’ve obtained full admission of liability from the responsible party's insurers, then you won’t have to pay your policy excess.

If we obtain this after we’ve sent you your settlement, we’ll send you a payment for your excess.

Following a total loss claim, we'll record your insurance as a total loss on the Motor Insurers Anti Fraud and Theft Register (MIAFTR). We'll also update the Motor Insurers Database (MID) to show your original car’s no longer insured.

If you want your insurance to continue on another car please log in to your Allianz account to make the change within 60 days of the settlement. If you don't, your policy will be cancelled and we won't refund any premium.

We'll arrange for our salvage partner, IAA, to collect your car.

Before collection, please:

  • Remove all personal belongings.
  • Take out any documents showing personal details.
  • Wipe personal data from media systems (e.g. sat nav, audio, or apps).

If you weren’t able to do this in time, please let us know as soon as possible and we'll ask IAA to return your items or arrange for collection.

  • If your car's at home, IAA will contact you to arrange collection.
  • If it’s not at your home address or one of our recommended repair centres, please call us as soon as possible to let us know where it is.

0330 678 5111

Phone lines open

Monday to Friday: 8am - 8pm
Saturday & bank holidays: 9am - 5pm
Sunday: 10am - 4pm

Calls may be recorded. For Text Phone: dial 18001 first.

To avoid parking tickets, speeding fines or road tax queries, you need to let the DVLA know you no longer own the car. Your registration document (V5) has a section titled 'Notification of Sale/Transfer to the Motor Trade/Insurer/Dismantler'. In the newer V5s, it’s section nine.

Fill in that section of your V5 using IAA's address:

IAA UK Auctions Ltd 
Road Three 
Winsford Industrial Estate
Winsford
CW7 3PD

Enter 'N/A' in the space for the VAT number and 'Not present' where it asks for the signature of the motor trader. Then sign and date it, the DVLA are happy to accept this.

Detach the slip from the rest of the V5 and send only the slip to the DVLA:

DVLA
Swansea
SA99 1BD

If your car’s written off as a Category S (structural damage) or Category N (non-structural damage), you may be able to keep it.

Give our claims team a call if you'd like to discuss keeping the vehicle – we’ll let you know if it's possible and explain what happens next.

If your car's been written off and you don't want to keep it, you'll need to send us:

  • The remaining sections of your V5 (registration document/logbook).
  • Your current MOT certificate (if your car requires one).
  • Any spare keys.

If you have a personalised registration number and you want to keep it, you'll need to send the documents to the DVLA first, then on to us when you get them back.

If we know your car has a personalised registration number, we'll send you a separate letter and include a V317 form. If you're keeping the number you'll need to send the letter, completed form and documents to the DVLA.

If our letter hasn't arrived within 7 working days, let us know and we'll send it again.

After 40 days, your car will be sold or scrapped. You'll lose the registration number if it's still recorded against the car. If you intend to keep it, please make sure you contact the DVLA before it's too late.

If you don't want to keep the registration number, and have time to let us know, please call us. If we don't hear from you within 40 days, we'll assume you don't want to keep your personalised plate.

Please call: 0330 678 5577

Phone lines open

  • Monday to Friday: 8am - 8pm
  • Saturday and bank holidays: 9am - 5pm
  • Sunday: 10am - 4pm

Calls may be recorded. For Text Phone: dial 18001 first.

 

Account Access

We'll ask you for the email address and password you set up when creating your Allianz account, then you'll be able to view or edit your policy details.

Don’t worry, we’ve all forgotten a password at one time or another! Just log in to your Allianz account, enter your email address and click ‘Forgotten Password.’

We’ll send a message to the email address you’ve registered with us and provide you with a link that will reset your password. To keep your data secure, the link will only be valid for 10 minutes.

We need to make sure we fully understand the issue, or whether there's a system outage.

Please email digitalhelp@allianz.co.uk with as much detail about your issue as possible and we'll get back to you.

Policy Information

To keep things simple, we mostly use your email address as your policy reference but you can find your policy number by selecting 'Policy Summary’ in your Allianz account. You’ll see it at the top of that page as well as on your online documents, or any we send you.

You’ll find everything you need in your Allianz account. Simply  log in and click the documents icon. This will bring up your policy documents and document of insurance, which you can also download as a PDF.

Policy Changes

Simply log in to your Allianz account and follow these steps:

  1. Click the payment tile.
  2. On the ‘payment details’ page, click change card.
  3. Agree/select the consent and click change card.
  4. On the ‘change your payment card’ page, update your card details and click confirm.
  5. Your new card details will be updated and shown on the payment details page.

Watch our handy video if you’d like to see how to change your payment card.

Yes, you can easily get a quote for another car if you already have a policy with us. Simply log in to your Allianz account and select the 'our products' tile.

We'll use your existing details to speed up the process, so the policyholder must be the same for both policies, using the same email and home address.

If you want a quote for a different policyholder, they’ll need to have their own account.

Yes, you can manage multiple policies for your cars and home under the same account.

If you already have a policy with us, log in to your Allianz account and select the 'our products' tile to see what we offer and start a new quote.

Your policies will be conveniently managed in one place.

Customer Support

We now offer live chat. Here's how to access our Live Chat if it doesn't appear for you:

  • Click on the blue shield in the bottom left hand corner of the screen.
  • Click 'allow all'.
  • Click 'confirm my choices'.

The chat logo will then appear in the bottom right hand corner of the screen.

If you're an existing customer, simply log into your account and you can chat to us using the blue chat icon in the bottom right of your screen.

Our Live Chat opening hours are:

  • Monday to Friday 8am - 8pm
  • Saturday and bank holidays 9am - 5pm
  • Sunday 10am - 4pm

If you have any accessibility or usability specifications you'd like support with, please email us at digitalhelp@allianz.co.uk and we'll take it from there.

We're extremely sorry for your loss and understand what a difficult time this is. 

Please email us at digitalhelp@allianz.co.uk and we'll get back to you with information, support and next steps. 

The most likely reason is your renewal or monthly payment hasn’t been processed.

To view your documents or amend your cover, you’ll need to log in to your account and make any outstanding payments.

If this doesn’t fix the problem, please email digitalhelp@allianz.co.uk and we’ll be happy to look into it for you.

Simply log in to your account and select 'cancel my policy'. We’ll then ask you to select a date to cancel your cover.

If you’re not looking to cancel right away but want to know how to stop your policy from renewing automatically, check out our renewal FAQs .

Just to note, if you do cancel your policy and you're not selling your car, you'll need to make sure you have alternative cover in place so you can continue driving on the road legally.

Cover and usage

Yes.

With our Allianz Online Gold cover level you'll have Comprehensive cover while driving your car in Europe for up to 180 days of the policy year.

Our Allianz Online Silver cover level will provide Comprehensive cover while driving your car in Europe for up to 90 days of the policy year.

Our Allianz Online Bronze cover level, you'll have the minimum compulsory cover needed by law to drive a car in Europe for up to 180 days of the policy year.

Policyholders that have our Allianz Online Gold or Allianz Online Silver cover level may have third party only cover for driving other cars, subject to certain restrictions. We recommend checking your certificate of motor insurance in your account to confirm if you have this cover.

If applicable, this cover is for the policyholder only, not named drivers and is restricted to third party only cover in the UK, Isle of Man and the Channel Islands. The loss or damage to the vehicle you're driving isn't covered. Refer to your Document of Insurance for further information.

Policyholders that have our Allianz Online Bronze cover level do not have cover for driving other cars.

Unfortunately, we're not able to insure you if you have a provisional licence.

With our Allianz Online Gold and Allianz Online Silver cover levels, you're covered for putting the wrong fuel in your vehicle. We'll pay to fix the engine damage and drain & flush the fuel tank.*

Misfuelling cover is not provided on our Allianz Online Bronze cover level.

 

* You will need to pay your accidental damage excess, this amount is shown in your documents.

This includes trips like the school run, popping to the shops, and driving to social events.

If you use your car for work, or commute to multiple places of work, you’ll need to add business use cover to your car insurance policy.

Optional extras added and approved by the manufacturer, in the manufacturer’s factory, are unlikely to affect your insurance.

Any modifications made to your car once it’s left the manufacturer could impact your insurance.

So, before you customise your car, make sure the changes are road legal and don’t invalidate your car insurance.

A car insurance excess is the amount you have to pay yourself if you make a claim. 

There are two types of excess:

Compulsory excess - this is a fixed excess, set by us, which you'll have to pay if you make a claim. The amount varies depending on your circumstances.

Voluntary excess - this is the amount you agree to pay, in addition to your compulsory excess, if you make a claim. 

For example, if we've set a compulsory excess of £250 and you choose a voluntary excess of £100, the total excess you'd pay in the event of a claim would be £350.

Please check your insurance documents for confirmation of your payable excess in your account.

Modifcations

A modification is defined as any change made to a car that alters it from the standard manufacturer or factory specifications. These changes range from cosmetic changes (alloy wheels) to practical enhancements (parking sensors).

It’s important to know the difference between an optional extra added to the car on ‘the factory floor’ and modifications which are made after the car leaves the factory.

Optional Extras added by the manufacturer are not considered modifications, but changes made afterwards are, so they may affect your insurance.

We’ll cover:

  • Disability related modifications, such as hand controls or wheelchair access.
  • Alterations made to air conditioning systems, fog lights, parking sensors and tow bars.

We won’t cover any other types of modifications, including (but not limited to):

  • Bodywork changes, such as spoilers, body kits, or side skirts.
  • Suspension or brake adjustments.
  • Cosmetic alterations, including alloy wheels, vinyl wraps or tinted windows.
  • Performance enhancements, such as engine or exhaust modifications.

So, before you customise your car, make sure any changes won’t stop your vehicle from being road legal, and won’t invalidate your insurance.

Yes. Before making any changes to your car, you’ll need to let your insurer know your plans.

This is because some modifications make your car more powerful, which could increase the risk of having an accident, while others will increase the cost of your insurance due to the cost of repairing or replacing them.

You’re also at risk of faulty parts or unreliable fitting, as it’s been done outside of the manufacturer, so always let your insurer know so they can assess whether your insurance will be affected. 

Optional extras added and approved by the manufacturer, in the manufacturer’s factory, are unlikely to affect your insurance.

Any modifications made to your car once it’s left the manufacturer could impact your insurance.

So, before you customise your car, make sure the changes are road legal and don’t invalidate your car insurance.

Yes, side skirts are considered a modification as they’re added after the car has left the factory floor, and alter the original design and aerodynamic characteristics of the vehicle. 

Yes, decals are generally considered a cosmetic modification to a vehicle. Unlike mechanical or performance modifications, they mainly alter the appearance of the vehicle for personalisation or branding purposes.

Decals are usually made from thicker, more durable vinyl which means they’re larger and more complex to attach and align, which could pose a potential danger.

Yes, so if you add a tint, it must remain within the legal limits. If your tinted windows are too dark, and they could be considered illegal. The law states that the front side windows must let at least 70% of light through, while the windscreen must let at least 75% of light through. Cars first used before 1 April 1985 need to let 70% of light through both the windscreen and front side windows.

Yes, a PPF is a transparent, durable film applied to the exterior surfaces of a vehicle to protect the paint from damage and is considered a modification because it can heavily impact repair costs to a damaged car. 

We take things like dashcams, locking devices, immobilisers and parking sensors into account when calculating your car insurance price, so make sure you let us know.

Generally, safety and security features (like locking devices, immobilisers and dashcams) reduce the risk of accident or theft, so, they could make your premium cheaper.

Remember, if your insurer doesn’t know about a car modification you’ve made (or intend to make), they may not be able to help when you need to make a claim.

Claims outcomes and disclosures

Yes. We need to know a driver’s complete claims history.

If you don’t keep your claims information up to date, this could result in your policy being cancelled, or your cover being void when you need it.

With our Allianz Online Gold and Allianz Online Silver cover levels, new car replacement is included.

We'll look to replace your car with a new one if it's written off following a claim, as long as the car is less than a year old and you or your partner are the first and only registered keeper.

The replacement vehicle will be of the same or similar specification. You'll find all the details in your documents of insurance in your Allianz account.

If you have our Allianz Online Bronze cover level, new car replacement is not included.

Eligibility, and driver/keeper status

Yes. Please make sure the correct legal owner (who has a financial interest in the vehicle) is named on your policy e.g: lease company/company car/policyholder.

The registered keeper is the person legally responsible for the vehicle, meaning it’s up to them to make sure it's taxed, insured and has a valid MOT.

It’s a little different if you’re leasing the car, though, which is a bit like renting it long term. The lease company is usually the registered keeper, so they would keep it taxed and MOT’d but the responsibility for insurance would still normally fall to you (the lease holder).

The legal owner is the person or company who paid for the vehicle or took out the finance. As the legal owner of a car, you’ll hold the proof of ownership and its DVLA logbook. For cars on a lease, the lease company is typically the legal owner.

Unfortunately, this isn't possible at the moment but we're doing our best to cover these areas in the future.

If your licence is revoked, you'll need to log into your account and edit your details. 

You'll no longer be able to drive the insured car. 

You'll also need to be removed from the policy, or if you're the policyholder, the policy will need to be cancelled. 

If your licence has expired and you're insured with us, you're still covered but you'll need to visit gov.uk/view-driving-licence to renew your licence immediately.

No, you don’t have to be the car’s registered keeper to be the main driver on your car insurance. But the registered keeper does need to be a named driver on the policy.

The main driver is the person who uses the car most often and it’s important your policy accurately reflect this.

Falsely naming a more experienced driver as the main driver on your insurance to get a lower premium is called fronting, which is a type of insurance fraud. In other words, it’s illegal and could invalidate your insurance leaving you to foot the bill in the event of a claim.

The consequences of fronting don’t end there, though. You could also be taken to court, charged, and end up with a criminal record.

Documents and regulatory databases

We have seven days to update the MID with your policy details. This includes new policies sold and policies cancelled.

However, we usually have the records updated within 1-2 days (subject to the date/time of the change).

If you've insured your vehicle, and have received your certificate of insurance and personal details confirmation, then you're insured until the record can be updated.

You’ll find your certificate of motor insurance in your Allianz account. Once you’ve logged in, select ‘Documents’ and you’ll see it in your Welcome Pack.

When you renew, you'll have the option to pay by monthly Direct Debit.

Many customers prefer Direct Debit as it uses your bank details, not your card details (which can expire or need replacing).

This means less admin for you and the added bonus of the Direct Debit Guarantee, which ensures you get a refund if an error’s made in the payment.

The inception date of the policy will be outlined in the policy documents.

To view your documents head to your Allianz account and select 'documents', where all the policy documents issued throughout the policy term will be available to view.

Both methods allow for regular payments, but with monthly payments, the charge is made to your card, and with Direct Debit, it comes directly from your bank account.

Monthly payments are automatic payments, normally taken at the same time each month, set up using your card details. You authorise a company to charge your card each month for the agreed amount.

Direct Debit is where you authorise a company to take recurring payments from your bank account. You set up Direct Debits using your bank account number and sort code.

These FAQs apply if you first bought your policy before 16 January 2025.

Some things to bear in mind if we're unable to take the funds:

  • Does your card allow recurring card payments / subscriptions / have continuous payment authority? 
  • Is the card registered to the home address that we have on your account?
  • We accept all debit cards except Diners card, American Express, and prepaid cards, but we don't accept Business or Commercial cards.

To change your card, we have a handy 'how to' guide.

Please don't email us with your full card number, if we ever need to check something relating to your payment card, we'll only ever ask for the last 4 digits.

We accept all debit cards except Diners card, American Express, and prepaid cards, but we don't accept Business or Commercial cards.

If you’ve missed a monthly payment, please log in to your account and click the ‘pay now’ button.

If your card details have changed, you’ll need to update them by selecting ‘payment’ from your account homepage then ‘change card’.

If you don’t manage to make the payment manually, we’ll try processing it again 7 days after your monthly payment was due. If this payment fails, you’ll be issued with a notice of cancellation.

Just so you know, your credit rating could be affected if you default on your credit agreement and your policy is cancelled.

Yes. Simply log in to your account and select 'payment' where you'll find options including: pay off balance.

Sometimes a payment can be declined by your bank or payment provider but still appear as a pending transaction (known as a ring-fenced payment). It could be that your payment details don’t match, or the payment failed to pass your bank’s validation checks. 

The most common reasons are:

  • The address registered to the card doesn’t match the address on the policy.
  • The wrong type of card was used – e.g. a credit card (for monthly payments) or a prepaid card.

The payment will most likely remain as pending if you haven’t received either:

  • A welcome email confirming your policy.
  • A notification that the purchase was successful.

Payments that remain as pending are usually returned to you by your bank automatically in a few days. You won’t need to do anything but it’s important you don’t try to make another payment using the same card/payment method.

We'll send any refunds immediately. 

Remember, they can take three to five working days to appear in your account depending on your bank or building society.

We understand financial circumstances change, so please email us with as much detail as possible and we'll get back to you with some next steps.

It could be that you were deemed to be at fault, or partially at fault, following a car insurance claim. Until liability has been determined, you'll need to continue to pay for your insurance.

If the claims costs can be recovered, or the claim is found in your favour, any payments you made after you cancelled your policy will be refunded.

When you get your new card, you’ll need to update your card details for us. Simply  log in to your account and follow these steps: 

  1. Select the payment tile.
  2. On the payment details page, click change card.
  3. Agree/select the consent and click change card.
  4. On the change your payment card page, update your card details and click confirm.
  5. Your new card details will be updated and shown on the payment details page.

So we can process your monthly payment, don’t forget to let us know about any card changes before your next payment is due.

Watch our handy video if you’d like to see how to change your payment card.

To change the day of the month we take payment for your policy,  log in and follow these steps:

  1. Select the payment tile.
  2. On the ‘payment details’ page, select change day.
  3. Select the day of the month we should take your payment.

E.g. if your payments are taken on the 20th each month but you’d like them to come out on the 28th instead, this will become your new payment date.

Don’t forget to check your updated payment schedule when you change your payment date.

Watch our handy video if you’d like to see how to change your payment day.

Here are some things to check if we couldn’t take your payment:

Does your card allow recurring card payments / subscriptions / have continuous payment authority?

Is the card registered to the home address that we have on your account?

We accept all debit cards apart from Diners card, American Express and prepaid cards. We don’t accept Business or Commercial cards.

If you have one of the cards above, it will need to be changed or you’ll have the same issue every month. Watch our handy video if you’d like to see  how to change your card.

Remember, if emailing, don’t include confidential information like bank or credit card details. If we ever need to check your card number, we’ll only ask for the last 4 digits.

To update your card details, follow these steps:

  1. Log in to your account and select payment.
  2. On the ‘payment details’ page, select change card.
  3. Fill in your new payment card details.

Please note: if you’ve missed a payment, although you’ll be able to update your payment card here, you’ll still need to make a manual payment afterwards by clicking the ‘pay now’ banner.

Watch our handy videos to see how to change your card.

We accept all major credit and debit cards but can't accept credit cards for monthly payments. Just so you know, we don't take Diners Club, American Express, prepaid or corporate cards either.

Sorry to hear your card's been lost or stolen, we know how that feels. The first thing to do is let your bank or building society know and order a replacement card.

Once you have your new card, you'll need to update your card details in your account before your next payment date to make sure your insurance isn't cancelled. To do this, log in to your account and follow these steps:

  1. Select the payment tile.
  2. On the ‘payment details’ page, click change card.
  3. Agree/select the consent and click change card.
  4. On the ‘change your payment card’ page, update your card details and click confirm.
  5. Your new card details will be updated and shown on the payment details page.

If you know your payment is going to fail, it's best to let us know by emailing digitalhelp@allianz.co.uk - we'll get in touch and explain what to do.

 

These FAQs apply if you first bought your policy on or after 16 January 2025.

You can pay for your  car insurance in monthly instalments by setting up a Direct Debit. It’s not complicated and we’ll explain how to do it when you purchase your policy.

Yes, it’s easy to change the bank details or card you use to make your payments. You can do this yourself online in your Allianz account.

To update your credit/debit card, or the bank details you use to pay for your monthly Direct Debits, just follow the steps below:

  1. Log in to your Allianz account.
  2. Select payment.
  3. Select Direct Debit details for monthly Direct Debit.
  4. Select card details for card payments.
  5. Enter the new details and confirm your changes.

You can change your Direct Debit payment date yourself in your Allianz account.

To update your Direct Debit payment date, just follow these steps:

  1. Log in to your Allianz account.
  2. Select payment.
  3. Select change day.
  4. Select the new payment date in the payment day section.

Once you’ve selected your new monthly payment day, it will take effect from the 2nd or 3rd instalment in your payment plan. You’ll be able to see your updated plan in the payment section of your Allianz account.

When you change your payment day, it can mean one monthly instalment is closer than it would have been to the next one. We have to make sure all payments remain inside your policy term.

Yes, you can pay off your remaining policy premium yourself online in your Allianz account.

To pay off your remaining premium, just follow the steps below:

  1. Log in to your Allianz account.
  2. Select payment.
  3. Scroll down to your account balance.
  4. Click the button that says pay off my balance.

You can see your payment history in your Allianz account, just follow these steps:
 

  1. Log in to your Allianz account.
  2. Select payment.
  3. Scroll down to your payment history.
If your payment fails due to lack of funds, we’ll email you to let you know and try to take payment again six days later. If we’re still unable to collect it, we’ll send another email to let you know how to pay for the missed payment.
If your Direct Debit is cancelled and payment fails, we’ll send you an email with details of how you can pay for the missed payment.

If you have any more questions about Direct Debit in relation to Allianz Online Car Insurance, please email us and one of us will be in touch to answer your query. 

If you cancel your policy and you have an upcoming payment that’s already been requested, we’ll process your refund 7-10 working days after this payment’s been collected to make sure we return the full amount owed.

If you cancel your policy before your next payment has been requested, we won’t collect future payments and we’ll refund any money owed 7-10 working days after your cancellation date.

Allianz Online Gold

  • With our Allianz Online Gold level, Guaranteed Hire Car is included as standard which will cover repairs, theft and write off. You'll receive a small 3-door hatchback while your car is being repaired.

Allianz Online Silver

  • With our Allianz Online Silver cover level, Guaranteed Hire Car is included as standard for when your car is being repaired. You'll receive a small 3-door hatchback.
  • With this cover level you can also add Guaranteed Hire Car for theft and write off as an optional extra.

Allianz Online Bronze

  • Our Allianz Online Bronze cover level does not include Guaranteed Hire Car. However, you can add Guaranteed Hire Car as an optional extra which will cover repairs, theft and write off.
  • You'll receive a small 3-door hatchback for the duration of repairs or if your vehicle is written off or stolen and not recovered. You'll receive one for 21 days or four days from the date of the claim payout is made (whichever is sooner).

Motor legal expenses (MLE) gives you up to £100,000 towards legal expenses if you need to pursue another party for any uninsured losses. This includes things like loss of earnings or personal injury claims which are a direct result of an accident that wasn't your fault.

MLE cover is included on our Allianz Online Gold cover level, and can be added to our Allianz Online Silver and Allianz Online Bronze policies as an optional extra. If you would like to add this cover to your Allianz Online Silver or Allianz Online Bronze policy, log in to your Allianz account.

Why add MLE?

  • You’ll keep 100% of your personal injury claim compensation (without MLE, a solicitor may take their fee from the amount you receive).
  • You’ll be able to recover any lost earnings if you're unable to work due to the accident.
  • You’ll have free access to a 24/7 legal advice helpline for any private legal matter.

It’s important to remember you won't be covered for claims that don’t have a reasonable (more than 51%) chance of success.

We offer a range of optional extras to enhance your car insurance policy, whether you have our Allianz Online Gold, Allianz Online Silver or Allianz Online Bronze cover level.

Allianz Online Gold

  • Protected NCD: to protect your no claim discount for the life of your policy.
  • Breakdown cover from Britannia Rescue: choose from three levels of cover.

Allianz Online Silver

  • Protected NCD: to protect your no claim discount for the life of your policy.
  • Breakdown cover from Britannia Rescue: choose from three levels of cover.
  • Motor Legal Expenses: MLE gives you up to £100,000 to pursue another party for any uninsured losses (like loss of earnings) you've sustained as a result of an accident that wasn't your fault.
  • Guaranteed hire car: If your car is written off or stolen and not recovered, you'll receive a courtesy car for 21 days, or four days from the date the claim payout is made (whichever is sooner). With Allianz Online Silver cover level, you do have Guaranteed Courtesy Car cover if your vehicle is being repaired.

Allianz Online Bronze

  • Protected NCD: to protect your no claim discount for the life of your policy.
  • Breakdown cover from Britannia Rescue: choose from three levels of cover.
  • Motor Legal Expenses: MLE gives you up to £100,000 to pursue another party for any uninsured losses (like loss of earnings) you've sustained as a result of an accident that wasn't your fault.
  • Guaranteed hire car: You'll receive a small three-door hatchback while your car is being repaired. If your car is written off or stolen and not recovered, you'll receive a courtesy car for 21 days, or four days from the date the claim payout is made (whichever is sooner).

Protected No Claim Discount (PNCD) is an optional extra you can add to your car insurance policy. 

It means that any No Claim Discount (NCD) you've built up is protected - no matter how many claims you make.

To qualify for this optional extra, you need to have earned four or more years NCD. If you wish to add protected NCD cover to an existing policy, you can do this in your Allianz account but you cannot add it if you've had a claim that would impact your NCD.

Your premium may still be affected if you make a claim.

If you have a serious injury when you're travelling in your car, or getting in or out of it, personal accident cover is there to protect you.

Allianz Online Gold cover level includes £10,000 personal accident cover.

Allianz Online Silver includes £5,000 personal accident cover. 

Allianz Online Bronze includes £1,000 personal accident cover.*

This covers you, your partner or a named driver on the policy if the injury results in:

  • death.
  • permanent loss of any limb above the wrist or ankle.
  • permanent and total loss of use of any limb above the wrist or ankle.
  • permanent and total loss of hearing in one or both ears.
  • permanent and total loss of sight in one or both eyes.
  • permanent total disablement, resulting in an inability to do any sort of work for the remainder of their life. 

We'll pay the injured person or their legal representative. Please see our Allianz Online Car Insurance document of insurance to find out more about what you can and can't claim for on personal accident cover.

*If you bought Allianz Online Bronze before 16 January 2025, you won’t see personal accident cover included in your documents, but rest assured we’ve got you covered.

You can add breakdown cover to your Allianz Online Car Insurance policy in your Allianz account.

  1. Log in and select 'your car, make changes'.
  2. Select 'edit car and cover'.
  3. Click 'breakdown cover' and under 'do you want to add breakdown cover?' select 'yes, please'.
  4. Click 'next' and enter your start date for the changes to take place.
  5. Your new price including breakdown cover will be shown before you confirm the change.

Breakdown cover doesn't cover a vehicle that’s already broken down. 

Breakdown FAQs

If you have breakdown cover with your Allianz Online Car Insurance, we're here to help 24/7. Our breakdown cover is provided by Britannia Rescue, so if you've broken down and need our help, please visit Britannia Rescue and we'll take it from there.

Yes, if you have breakdown cover with your Allianz Online Car Insurance policy and you have a flat tyre, we'll come and fix it at the roadside if possible. If we can’t make fix the problem on the spot, we'll recover you to the nearest repairer.

If you've chosen 'Local' breakdown cover then this only applies if the car is at least 1/4 of a mile away from your home address.

You can call us out as many times as you need – as long as it’s not a recurring problem.

The car must be serviced and maintained in line with any manufacturer guidelines. It must also be kept in a roadworthy condition at all times, and have a valid tax and MOT to be covered.

Your breakdown cover must not be used as a way of avoiding repair costs, and we won't be able to come out for the same issue if an identified problem hasn't been repaired after your first breakdown.

Yes, you can get European breakdown cover with your Allianz Online Car Insurance policy. Simply log in to your Allianz account
 to upgrade your existing cover or add European breakdown cover to a new quote.

Please note, this cover can't be removed during the policy year.

If you have breakdown cover with your Allianz Online Car Insurance policy, and you use the wrong type of fuel, we'll come out and recover you*. 

We can't cover the cost of draining the fuel or any repairs required, but we'll send out AFF and City Fuels who can drain the fuel and complete repairs to get you back on the road. You can pay them directly.

If you've chosen 'Local' as your level of breakdown cover, this only applies if the car is at least 1/4 of a mile away from your home address.

* Unless specialist equipment is needed to move your car.

Yes, with Allianz Online Car Insurance you can increase your breakdown cover level at any time - as long as:

  • You're not at the point of a potential claim.
  • You're not already driving abroad and want to add European breakdown cover.
  • Your vehicle is not already broken down or unroadworthy.

Please note, if you upgrade your breakdown cover during your policy year, you won't be able to downgrade or remove it until your renewal.

Please make sure you don't have cover with another breakdown provider.

You can reduce your breakdown cover level when it's time to renew your policy.

You reduce your level of breakdown cover during the policy year (except within 14 days of receiving your documents).

You can remove or downgrade your breakdown cover at renewal or at the point of changing over your vehicle.

If you no longer require breakdown cover, you can log in to your Allianz account and follow these steps:

  1. In your account, select 'Your car, Make changes'.
  2. Select 'edit car and cover'.
  3. Select 'breakdown cover' and select 'remove'.
  4. Click 'next' and enter your start date for the changes to take place.
  5. The new price for your Allianz policy will be shown.

Electric vehicle batteries, including batteries leased on a separate basis from the car, are covered under the terms of the policy for Accidental Damage, Fire or Theft.

Is car insurance more expensive or cheaper for electric cars? The short answer is… it depends.

Whether it's a hybrid, plug-in hybrid or fully electric vehicle, where you’ll find your cheapest car insurance quote can depend on a lot of things.

Just like petrol and diesel cars, the amount you pay to insure your electric car can go up or down depending on your job, where you live, your age, and so on.

Then there’s the question of when and how far you’re likely to drive, etc. These things all affect your insurance premium, regardless of the type of car.

The car’s value is important, too, as this determines how much it could cost to fix. Generally speaking, a more expensive car costs more to insure than a cheaper car. For example, the insurance on a small city EV would generally be less than a large petrol SUV. Just as a reliable, pre-owned 3-door diesel is probably cheaper to insure than a brand-new, high-end Tesla. It’s the same principle, whether it’s a petrol, diesel or electric car.

Interested in car insurance pricing? Find out how your car insurance premium is calculated.

Fully electric: These cars, like the name suggests, are fully electric and powered entirely by their battery. So, they don’t use fossil fuels. With no need for gears or any kind of engine, fully electric cars are known for their clean, smooth ride and instant acceleration.

Hybrid: Hybrid is a fancy word for crossing one thing with another, in other words a mix of things or a fusion. With a hybrid electric vehicle (HEV) it means the car has both an electric battery and a petrol or diesel engine. In terms of the difference between hybrid and electric cars, the main thing is that hybrids are ‘self- charging’ meaning the engine charges the battery as it goes. So, they still rely on fuel for their electric power and you can’t plug them in.

Plug-in hybrid: While a plug-in hybrid (PHEV) still has an electric battery as well as a petrol or diesel engine, there’s one key difference that sets it apart from other hybrids. You plug it in! PHEVs can still recharge themselves when you’re driving but you also get to top up the battery overnight, for example, by plugging in. How the car’s powered depends on the model, but they typically use up their electric power then switch to the engine when the battery runs low.

Eligibility and transferability

You'll find proof of your No Claim Discount in your renewal pack, which you’ll be able to view and download in your Allianz account 30 days before your renewal date.

If you cancel mid-term, your NCD will be shared with you on your cancellation document.

Your proof of NCD will contain: 

  • The vehicle attached to the discount.
  • The number of years the NCD was protected.
  • The policy end/cancellation date.

What is no claim discount (NCD)?
Also known as a no claim bonus, it's a discount on your car insurance premium that your insurer may offer as a reward for not having made a claim against your policy. 

How do you get NCD?
Typically, you'll earn one year of NCD for every year you don't make a claim on your car insurance. In order to benefit from any NCD, you need to build up a claim-free driving history in your name.

What might stop me getting NCD?
New drivers who haven't held a policy before won't have NCD because they've not had the opportunity to earn it yet.
If you're a named driver on someone's car insurance policy, and you're not the specified NCD holder, you won't be able to build up your own NCD either.

No, named drivers can't build up their own no claim discount (NCD). You can only earn NCD if you're the policyholder.
No, you can't transfer NCD over to another person.
No, we don't accept company car NCD.

We're unable to honour any no claim discount (NCD) from other countries. With Allianz Online Car Insurance, your NCD must:

  • Be issued by a previous UK insurer.
  • Be less than 24 months old.
  • Be in the name of the policyholder.
  • Be written in English.
  • Not currently be in use on any other policy.
No, we only accept NCD earned by a policyholder.
No, you can't transfer NCD over to your partner or spouse. It can only be accepted where the policyholder has earned the NCD themselves.

Proof and corrections

Unfortunately, we can’t change the number of years of no claim discount that was disclosed to us when you got your quote. We understand things like this happen, though, and the best thing to do is cancel your policy and take out a new one with the correct number of NCD years.

It’s important to have the right NCD on your policy so we can give you the right discount and provide proof of your NCD in the future. However, as long as you haven’t disclosed a higher number of NCD years than you’ve actually achieved, you may choose to keep your existing policy as it is.

An exception to this is if you’ve built up 9 years of no claims. Since you’ve already reached the maximum price discount, we can keep your existing policy in force with the incorrect number. Any additional NCD years after this can be disclosed, but it won't make a difference to your price.

Cancelling and starting a new quote could result in your price going up (especially if your policy has already started or your original quote was a little while ago). Generally, the sooner a policy is needed, the more expensive it is.

To cancel, just log in to your Allianz account, select cancel my policy and follow the steps.

If your policy hasn’t started, you’ll be issued a full refund in 3-5 working days and there’s no cancellation fee.

If your policy has started already and you choose to cancel, you’ll receive a pro-rata refund minus a £40 cancellation fee. However, if you take out a new policy with us within 60 days using your existing Allianz account, the cancellation fee will be reimbursed to you.

We can normally use central databases to check your NCD ourselves, but we sometimes need to ask for proof of your NCD.

Impact, protection, and policy changes

If your Allianz Online Car Insurance policy has been active for over 60 days before you cancel, details of your NCD will be provided in your cancellation email or your renewal pack. These details include the vehicle attached to the discount, the number of years NCD, if it was protected, and the end date or cancellation date of the policy.

Remember, if you cancel part way through your policy term, you won't have earned your NCD for that year.

You can protect your NCD on your Allianz Online Car Insurance policy once you have earned four years' NCD driving a privately-owned vehicle in the UK. You can earn this NCD with any insurer.

No, with Allianz Online Car Insurance, windscreen claims don't affect your No Claim Discount. 

If you get a chip in your windscreen and it needs to be repaired, you'll have to pay an excess, but you won't lose any of your NCD. You can find your windscreen excess in your policy documents in  your account. 

Just so you know, your premium can still be affected.

With our Allianz Online Gold and Allianz Online Silver cover levels, our vandalism promise is included as standard. This means your no claim discount (NCD) won't be affected if you're a victim of vandalism. You'll still need to pay your excess.

Our Allianz Online Bronze cover level does not include the vandalism promise, so if you make a claim you'll need to pay your excess and your NCD may be affected.

It depends what you're claiming for on your car insurance and if you've opted for protected NCD.

Protecting your NCD means you keep your discount even if you’ve made claims. But it’s worth remembering that any claim (fault or non-fault) can still see your premium increase at renewal.

If you don’t have protected NCD, your discount will be reduced following a claim (see our ‘step back’ rules in your car insurance policy document).

There are some cases where a claim won't affect your NCD. For example, if you're involved in an accident that wasn't your fault and we're able to recover the cost from the at fault insurer.

Similarly, if you get a chip in your windscreen and it needs to be repaired or replaced, you'll have to pay an excess - but you won't lose your NCD.

 

Documents

The UK is now part of the ‘Green Card Free Circulation’ area, so you don’t need to carry a Green Card when driving within EU countries or those that follow EU Directives.

So, Green Cards won’t be issued as part of this policy.

With Allianz Online Car Insurance, you don’t need to send us proof of your No Claim Discount. We use some clever databases and systems to check the number of years your No Claim Discount has been active for. Simple, right?

Claims

If you need to make a windscreen claim, we’re here 24/7. The work will be carried out by our partners; Autoglass or National Windscreens.

You can head to our claims page to make the claim in the quickest way.

If you’d prefer to call, please contact us and we’ll take it from there. Calls may be recorded. For Text Phone, first dial 18001.

If you’re not using a mobile phone, simply  log in to your account, select ‘make a claim’ and we’ll show you the right contact information.

Please remember, our phone line is for claims only. You can do everything else in your Allianz account.

Admin

You can change your email address at any time in our online account. Here’s how:

  1. Log in to your Allianz account.
  2. From your account page, go to 'account details'.
  3. Scroll to 'contact details'.
  4. Select 'edit contact'.
  5. You'll then be able to enter your new email address.

Don't forget, this will become the email address you'll need to log into your account with.

Your promotional offer is provided by the comparison website you used to get your quote with Allianz Online Car Insurance. To choose your offer please head to the comparison website you used by clicking their link below:

Allianz Online Car Insurance is designed so you can make changes to your cover whenever you need to, but there are some things you can’t change.

Once the start date of your policy has been set, you won’t be able to change it. This is because one of the factors affecting your price, is the date you need the policy to start.

We know things can change though, so if your start date no longer works for you, the best thing to do is cancel your policy and take out a new one. You can do this in your Allianz account.

If your cover has already started, you may be subject to a cancellation fee payment.

Remember, if you change your start date, your price may change too.

With Allianz, you're in control. Because you make changes to your policy yourself, there are no admin fees! Remember, though, any changes you make can still change your price.

If you need to change your name because of a change in your marital status or a change applied through a deed poll, you can do this in your account. Here’s how:

  1. Log in to your Allianz account.
  2. Click 'your car/make changes' button and edit your marital status and/or surname.

You can make any changes online by logging in to your Allianz account.

We're sorry if something's gone wrong. Please let us know what's happened as soon as possible so we can put it right. Here's how you can get in touch.

If you're emailing, it may help to include pictures or screenshots – just take care not to include private information like bank or card details by mistake.

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