FAQ

If you have a query on any aspect of your car insurance, you can search our Frequently Asked Questions below.

If you cannot find the answer to your question here, you can call our Customer Service Team in Galway on 1890 33 55 77, Monday – Friday 9am to 6pm.

  1. Contact numbers
  2. Existing customers
  3. Cover
  4. Discounts
  5. Documents
  6. Complaints/Compliments
  7. General claim queries
  8. Repair queries
  9. Write off/Total loss queries
  10. Theft claim queries
  11. Windscreen/Glass claims
  12. Lost or stolen keys
  13. Payment queries
  14. No-claims discount queries (claims related)
  15. Gender Directive Ruling


1. Contact Numbers

Contact us

For a list of useful contact numbers - click here.

2. Existing customers

What should I do if I wish to make a change to my policy?

You can make many changes to your policy using our online service.

These changes include:

  • Renew your existing car policy
  • Add and remove drivers
  • Change your Contact Details
  • View your existing car policy


You will need your unique Client number to register; this is located on the left hand side of your policy document  

Alternatively, you can contact our Customer Services Team by phone to make any changes on 1890 33 55 77 between 9am and 6pm Mon-Fri.

How do I change my payment details?

Please call us on 1890 33 55 77 to change your payment details between 9am and 6pm Mon-Fri.

How can I get proof of my No-claims Discount?

If your policy with us ends at renewal your renewal invitation will contain proof of your No-claims Discount.

If you cancel at any other point in your contract, and have been insured with us for more than a year, we’ll automatically include proof of No-Claims Discount with your cancellation letter.

3. Cover

What is Breakdown rescue cover?

It covers the following types of breakdown: Mechanical breakdown, fire, theft or attempted theft, malicious damage, punctures that need help to fix or to replace a wheel, lost keys, stolen keys and keys broken in the lock or locked in the car.  Cover applies in the 32 counties of Ireland and in England, Scotland and Wales.

Am I covered for a breakdown?

Yes, all Aviva direct private motor policies include breakdown rescue cover as standard Help Line Number: Freephone 1800 44 88 88 accessible 24 hours a day, 365 days a year

Can other people drive my car on my policy?

Anyone that drives your vehicle should be named on the policy. You can add a driver using My Policy. You will need your unique Client number to register; this is located on the left hand side of your policy document. Once logged in follow the steps.

If you have Open Driving then any person aged from 25 to 70 years and who hold a Full E.U. driving license may also drive your car. 

Do I have cover to drive someone else’s car under my policy?

We will automatically provide you with the following cover provided that you hold a current full EU or Irish driving licence.

Driving of other cars

You are covered to drive any other car not owned by you. The cover will be on a Third Party only basis

Please be aware: 

1. This cover only applies to you the policy holder and not any named drivers.

2. Third party only cover means we will cover vehicle, property damage and injury claims made against you but we do not cover damage to the car you are driving.

3.  Certain occupational restrictions apply. 

4.  All other conditions of this cover are shown in your Motorcare policy booklet. 

 

Automatic temporary cover

Your insurance is automatically transferred to any car loaned to you, whle your car is being repaired in any registered garage.

Therefore no need to call & transfer your insurance!

Just make sure:

1. The car loaned to you is not greater than 2000cc

2. It's for no longer than 1 week 

NB: The above does not apply if endorsement (special condition) ‘PC11 Excluding driving of other cars’ is listed. Your list of endorsements can be seen on your policy schedule.

Will my car insurance allow me to drive abroad?

We will automatically extend your existing cover within the EU, for up to 31 days. (See page 3 of our MotorCare Policy Booklet  for more information).

The following cover does not apply when you are using your car abroad.

 

  •          Driving of other cars under Section 2 D (see page 17 of policy booklet for more information)
  •          Section 6 – Breakdown Rescue.

 

 

 

If you need a Green Card, we will give you one free of charge.  Please contact us at least one week before your journey.

What's the difference between a main driver and a named driver?

The main driver is the person who drives the vehicle most often.

Named drivers are additional drivers who are entitled to drive the vehicle under the policy.

4. Discounts

What discounts can I get?

We offer you a variety of discounts on your car insurance. For a full list of policy discounts - click here

Do I need to provide proof of my No-claims Discount?

Yes, this is required when you are taking out your private motor policy with us. Unless we already have your No-claims Discount on file, you will have to provide proof of your No-claims Discount (NCD) with your application.

Your proof of No-Claims Discount can usually be found in your renewal invitation letter from your previous insurer.

How long is No-claims Discount for motor insurance valid for?

Your No-claims Discount (NCD) will be valid for 2 years after the expiration of your last policy, provided it is not being used on another policy.

Have I earned any No-claims Discount if I have been a named driver on another policy?

If you are a named driver on another car insurance policy we may be able to offer you an introductory No-Claims Discount. Please call us on 1890 33 55 77 for a quote.

Can I use my No-claims Discount on more than one vehicle?

You earn the No-Claims Discount on each car separately if you insured more than one car with us or in the Irish Insurance market.

What's the biggest No-claims Discount I can get on my car insurance?

With Aviva if no claim is made or arises in a five year period of insurance the reduction is 50%, which represents the maximum No-Claims Discount Aviva offer.

5. Documents

When will I receive my documents?

All documents are issued by standard post. We ask you to allow 3-4 working days for delivery of your documents, although very often they will arrive sooner. If for any reason you have not received your documents within this time, please call us on 1890 33 55 77.

Am I insured if I haven’t received my documents yet?

If you have just started a new policy, or you have made an amendment to an existing policy, we will need to issue your new documents by post. Your cover will start from the date and time you have selected, so you will be insured to drive whilst waiting on your documents to be delivered.

Please keep your policy reference number with you when you are driving, as if you are stopped this will make it easier for the Gardaí to confirm your cover.

How can I get proof of my No-claims Discount?

If your policy with us ends at renewal your renewal invitation will contain proof of your No-claims Discount.

If you cancel at any other point, and have been insured with us for more than a year, we’ll automatically include proof of NCD with your cancellation letter.

6. Complaints/Compliments

How can I make a formal complaint?

We aim to give excellent service to all our customers; however, we recognise that things may occasionally go wrong. We will do our best to deal with your complaint as effectively and quickly as possible. Please click here for further information on how to make a complaint.

7. General claim queries

What information do I need to provide when calling to make a claim?

  • Once we know that you’re safe, we will ask you some personal details such as your name and policy number/registration, if you have it to hand.
  • We’ll then talk through with you what’s happened and what damage there is to your car.
  • We’ll need details of anyone else who has been involved – witnesses or passengers in any cars involved as well as details of any other cars and their drivers.
  • We’ll then get your claim moving and let you know what will happen next. 

What should I do when I’ve been in an accident?

  • You should notify the Gardai immediately
  • Note the insurance details of the Third Party involved
  • Note the names, addresses and telephone numbers of any independent witnesses
  • If safe to do so take some photos
  • Do not admit liability
  • Contact our 24 hour claim helpline on 1890 666 888

How will I know who’s at fault?

Your Personal Claims Handler will ask you to describe what happened in order to give you an initial view as to who responsibility lies with.

What happens if I need a replacement vehicle?

Our standard policies will provide a small courtesy car such as a Nissan Micra or similar if you use one of our Approved Repairers. We cover up to 7 days if your car is repairable and 10 days if your car is a total loss/write off.

What is an excess?

The first amount of any claim you must pay. We pay the balance.

What excess will I need to pay and when?

Your excess amount is stated on your policy schedule. Some claim types require you to pay an excess and some do not.  Please see the table below for when an excess is payable.

Claim typeExcess payable
Accidential damage to your car Yes
Vandalism damage to your car Yes
Vehicle, property damage and injury claims made against you No
Windscreen damage (expect sunroof) No
Fire damage to you car No
Theft or attempted theft to your car No

Will you waive the excess if the accident is not my fault?

The policy excess will always apply if you claim for damage to your own car with Aviva. When we recover our claims cost from the third party insurer we can mention your excess and they normally reimburse you directly. Please note it is up to you to claim this directly from the third party insurer as Aviva can only reclaim money we have paid out.

Can I claim under my policy if I am injured in an accident?

If you are seriously injured while driving and you lose a limb or the use of a limb, your hearing or eye sight, your policy has a Personal Accident Section that provides limited cover depending on the cover you bought when you took the policy out. If the worst happens and you or your partner dies, your estate can claim the same amount.

Can I claim for my injuries under the other driver’s policy?

Yes, if the other driver was at fault and you have purchased Legal Expenses cover, we can put you in touch with a Specialist who can claim compensation from the other party on your behalf.

If you did not purchase Legal Expenses cover you have 3 options:

  1. Contact the other Insurer directly and claim directly from them
  2. Appoint a Solicitor at your own expense and they can represent you
  3. Contact the Injuries Board directly and submit your claim with them

Is Wear & tear or Mechanical damage covered?

No these are not covered under your insurance policy, they may however be covered under your warranty if you have one with a garage. 

8. Repair Queries

What happens if my car needs repairing?

We will discuss garage options with you. If you qualify to use our Approved Repairers then you can get all the benefits such as:

  • A complimentary (1 litre) courtesy car for 7 days (10 days if your car is written off)
  • Claims payment made directly to the repairer by Aviva
  • Fast, efficient, quality repairs throughout the country
  • Lifetime guarantee on all repair work (whilst vehicle remains owned by you)
  • Free car cleaning

You can choose to use your own repairer however you are not entitled to the benefits listed above.

For information on how the claims process works when you use our Approved Repairers  .

For information on how the claims process works when you use your own repairer .

Is there a list of Aviva Approved Repairers available?

Yes, just click here to see a map of our Approved Repairers.

What should I do if I am not happy about the repairs to my car?

All of our Approved Repairers are qualified to carry out repairs to the highest standards. However if you are unhappy with the repairs, talk to the Approved Repairer and ask them to put it right. If you remain unhappy contact your claim handler and we will intervene.

Will the repairs affect my warranty?

You will need to check this with your car manufacturer but remember our Approved Repairers will offer a Lifetime guarantee on all repair work (whilst the vehicle remains owned by you) 

9. Write Off/Total Loss queries

What is the process when my car is deemed a Write Off/Total Loss?

Just click here for a detailed explanation.

What does the New Car replacement benefit on my policy mean?

In some cases where your car is less than 1 year old we will offer to replace your vehicle with a new vehicle of the same make, model and specification, if one is available. If you do not want to accept the replacement car or one is not available, you will be offered the Pre Accident Value of your car. We will take ownership of your car and arrange for it to be sold.

What is my car worth?

If your car is a total loss we will look at other cars currently for sale of a similar make and model to establish what the market value of the car is. We also have access to valuation guides. We will talk to you about your mileage and the condition of the vehicle as well as asking for information about any extras that you had fitted to the car to make sure we get as close as we can to the correct value of your vehicle.

Can I reclaim the tax?

Only if your car is deemed an End of Life Vehicle (ELV). If deemed Beyond Economic Repair (BER) the engineer will include this in his valuation.

What happens if I disagree with the valuation?

We like to think that we get our valuations right first time; however we recognise that our valuation won’t always meet our customer’s expectations. We would always recommend that you look first at something like Autotrader/Carzone to see what cars of a similar make and model are selling for. You will either find that we are offering a fair amount or you will find you have the evidence to send us to challenge our calculations.

Can I keep my car if it is a write off/total loss?

You can keep the car if you want to. However that will reduce the amount of the settlement by an amount equivalent to what the salvage/damaged car is worth.

Beyond Economical Repair (BER) vehicles can be put back on the road but require a certificate of roadworthiness as explained below. End of Life Vehicles (ELV) have to be disposed of. As last owner of this vehicle you are obliged under EU Directive 2000/53/EC to have the vehicle scrapped at a registered Authorised Treatment Facility (ATF). Aviva will supply details of a registered ATF so that you can easily arrange to have your vehicle scrapped.

Should you decide to repair the BER vehicle (at your own additional expense) and put it back on the road, you will require a certificate of roadworthiness. This certificate must be obtained from an independent engineer at your own expense. If this certificate is not obtained, we will not be in a position to put this vehicle back on cover. Any further queries in relation to this please refer to our Customer Services Team on 1890 33 55 77 or your Broker if you have one.

Will you cancel my policy if my car is a Total Loss?

No, we won’t do anything with your policy until you tell us to. Most customers simply call us on 1890 33 55 77 when they buy a new car and substitute the new car for the old car on their existing policy. All cars are rated differently, sometimes there may be an additional premium but there may also be a refund.

If you do not intend replacing the car, call our Customer Services Team on 1890 33 55 77 and they can talk to you about what is involved in cancelling the policy.

10. Theft claim queries

What happens if my car is stolen?

Just click here and it will give you an overview of what the process is.

Am I covered for personal belongings?

We will pay up to €150 for any one event for any loss of or damage to personal belongings in the car caused by fire, accident or theft. We may, if you ask, pay the owner of the property directly. If we make a payment under this section, it will not affect your No-Claims Discount.

11. Windscreen/Glass Claims

How do I claim for damage to my Windscreen/side windows?

Unlimited Glass cover for your windscreen or any other car window (except sunroofs) is standard on all Comprehensive car insurance policies when you use our partners Mr. Windscreen or Autoglass. It’s an optional extra on Third Party Fire & Theft policies (check your policy schedule for cover). You can call them directly on the numbers below. If you want to use your own repairer please contact our claims team on 1890 66 68 88 before you do.

Happy to use our Approved Windscreen Repairers?

Then call either Mr. Windscreen (1850 51 23 45) or Autoglass (1850 36 36 22).

Do I have to use the Aviva Windscreen Partners?

No you do not have to use our Approved Repairers. However, you need to be aware that there are restrictions in the amount that we will pay if you choose to use someone other than our Approved Repairers.

Will I lose my No-claims Discount (NCD) if I claim for my replacement windscreen?

No, any claim that is only for windscreens or windows (or scratches to paintwork from a broken glass) will not affect your NCD

What will happen if more than one window is broken in one incident?

Your policy does not limit the number of panes of glass you can claim for if more than one is damaged in one incident. However if the costs exceeds the value of the car we may choose to treat the car as a total loss.

12. Lost or stolen keys

What if my car keys are lost or stolen?

If the vehicle keys or lock transmitter of your vehicle is lost or stolen, we will pay for the cost of replacing:

  1. the door locks and boot lock;
  2. the ignition steering lock; and
  3. the lock transmitter and central-locking interface.

However, you must prove to us that any person who may have your keys or transmitter is likely to know where you keep your car.

We will not take off the excess and your No-Claims Discount will not be affected if you claim under this section.

13. Payment Queries

How quickly will I get paid?

All claims are different and vary in their complexity making it difficult to say how long a claim will take to settle. However we do promise not to delay your claim without reason and that once a settlement has been agreed, we will issue payment as quickly as possible.

14. No-claims Discount Queries (claims related)

How will a claim affect my No-Claims Discount?

Please see our brochure 'How will a claim affect my No Claims Discount' for more information.

Why is my claim impacting my No-claims Discount/Renewal price when the accident was not my fault?

If Aviva have paid for the damage to your car, your No-claims Discount will be impacted until we actually get the money we paid under your claim, back from the other insurer. Once the recovery is made, your No-claims Discount will be reset and your premium adjusted.

Will a small claims count as a claim on my No-claims Discount?

Accidental or vandalism claims, regardless of the amount will count as a claim against your No-Claims Discount.

Can I repay Aviva if I want to reinstate my No-Claims Discount?

Yes, you can repay us at a later stage if you wish and we will re instate your No-Claims Discount.

15. Gender Directive Ruling

What does the Gender Directive Ruling mean?

A ruling made in the European Court of Justice stated that a derogation from the general rule of unisex premiums and benefits found within the EU Gender Directive 2004/113/EC was invalid with effect from 21 December 2012.

The ruling ensures the equal treatment of men and women in relation to the supply of goods and services. It means that Insurers cannot consider an individual’s gender when calculating rates or benefits.

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