Car insurance FAQs
Let us answer all your questions about car insurance
You can get a copy of your Certificate of Motor Insurance in your online account area. From there you can view, save, and print your documents including your no claim bonus details, and other correspondence from MORE THAN. You can also request copies of your documents by getting in touch with us.
If you haven’t done so already, register or log into your online account area. It’s also worth checking your email inbox, including your spam or junk folder to ensure you haven’t missed important messages from MORE THAN.
If your policy has been cancelled, you can still get proof of your NCB years by accessing your cancellation letter. You can find this in your online account area under the Previous Policies section.
You may need to check your document preference in your online account area. Your preference may be set to receive digital documents only, so you may need to change this. This can be found at the top of the Policy Documents section.
You can also request copies of your documents by getting in touch with us.
If you haven’t done so already, register or log into your online account area. It’s also worth checking your email inbox, including your spam or junk folder to ensure you haven’t missed important messages from MORE THAN.
If you’ve bought a new car or personalised registration, it’s easy to update:
- Please fill out this form
- If you've bought an additional car you'll need to get a new car quote. Enjoy 15% off with our multi-car discount*, when you or anyone in your household insures any additional cars with us. An admin fee may apply for changes made over the phone.
* Excludes More Than Smart Wheels and Low Miler. Standard conditions and minimum premiums apply. Discount applies to new policies only. We may withdraw or replace offers at any time. Discount may be revoked if the first policy is cancelled.
Once you’ve cancelled your car insurance policy, you’ll receive confirmation of cancellation and proof of your No Claim Bonus entitlement.
You will receive confirmation by e-mail, unless you choose to have a copy sent to you. Please allow 7 to 10 working days for this to arrive in the post.
Postal paperwork usually takes between 7 to 10 working days, depending on the Royal Mail.
The credit or debit card payment is taken between 24 to 48 hours later and will appear as RSA on your bank statement.
Depending on your situation and what you need from your insurance, there may be ways we can help you manage your payments to make sure you don’t end up uninsured.
It’s important that you consider your options very carefully. For example, you may be able to reduce your level of cover.
This means your policy won’t provide the same level of cover as before, but your premiums may be more affordable on an ongoing basis. Our customers tend to consider this option when their circumstances make them unsure of their future financial situation. It also depends on what your cover needs are.
To talk to us about the options that might be available to you please call us on 0330 100 0593. For our opening hours please visit our contact us page. Please don’t cancel your payments without speaking to us first as we may be able to help.
Further guidance and support
If you have been financially affected by coronavirus please visit our coronavirus FAQs for more information.
There are also a number of organisations that offer free independent advice. For example, The Money Advice Service and National Debtline. These independent organisations offer tools and resources to support you if you are in financial difficulty. These include online budget planners, affordability calculators and information on support such as the Breathing Space scheme, which gives a 60 day period where debt cannot be pursued. This scheme can be used once in a 12 month period.
Some insurers will accept your policy schedule as proof of No Claim Bonus (also known as No Claim Discount, NCB or NCD).
You can download and print your policy schedule which will contain proof of your NCB from your online account.
To request a copy of your No Claim Bonus, you can contact us. If your policy has been cancelled you can’t access your documents in the account area any more. Your No Claim Bonus will be included in your cancellation email, or request one by e-mail.
There are two ways to prove your No Claim Bonus (NCB).
- By providing a proof of bonus letter from your previous insurer
- By providing a copy of the renewal notice from your previous insurer showing bonus entitlement, if the policy is being transferred at renewal date.
We don't accept No Claim Bonus (NCB) for:
- Commercial vehicles (except vans that are insured with us)
- A caravan or caravanette policy
- Named drivers on another person's policy
- Taxis
- Company fleets or pool cars where the driver can drive any of these cars
- Motorcycle insurance for a private car policy
- Classic cars
- A policy that expired more than 24 months ago
When you completed your quote we may have asked you to send us your proof of No Claim Bonus (NCB). Please scan and email the document to car@morethan.com ensuring you include your name, policy number and contact details.
Alternatively you can post it to:
MORE THAN Customer Services
PO Box 273
Wymondham
NR18 8EJ
No, you're not able to use your No Claim Bonus for more than one car. We may however be able to duplicate your No Claim Bonus on another car if you meet the following criteria:
- There are no drivers under 25 years on any car
- All drivers have had a full UK or EU licence for at least one year
- Both cars are insured with MORE THAN
- The second policy is in your or your partner's name
- In addition to the above you must also meet risk eligibility requirements
Only the policyholder earns a bonus on the policy. However, if a spouse or partner would like to insure a second car with us, we may be able to duplicate the bonus.
We may be able to duplicate your No Claim Bonus on another car if you meet the following criteria:
- There are no drivers under 25 years on any car
- All drivers have had a full UK or EU licence for at least one year
- Both cars are insured with MORE THAN
- The second policy is in your or your partner's name
- In addition to the above you must also meet risk eligibility requirements.
A few weeks before your renewal date, we'll send you a renewal reminder and your new premium. Your renewal price is based on the information we hold about you so it's important to let us know if anything changes.
You'll be able to view or amend your details by logging into your online account.
Please check your renewal invitation for details of how to renew. Your renewal invitation will include details of your cover including your renewal price.
If your policy is due to renew automatically, payment will be collected on your renewal date from the card supplied at purchase.
If you’ve asked us to not automatically renew your policy then you can pay online or by phone.
If you’ve paid for your policy using someone else’s card, please make sure that the cardholder is happy for us to debit your renewal premium from their card.
If you have a query about a payment or your payment dates, please complete this online form.
Your renewal price is re-calculated each year based on the information we hold about you and your car. Read our car insurance costs explained guide for more details.
Details of your policy will be sent to you in a pack a few weeks before your renewal date. This pack will have all of the details of your policy, including your renewal price.
Prices can increase for a number of reasons. For example if you have made a claim on your policy and there are other reasons why prices go up at renewal. Read our car insurance costs explained guide for further information.
Last year’s price reflects any changes you have made in the last 12 months and is the total amount you would have paid if these changes had been included for the full year of your policy.
We show your previous year’s price on your renewal invite, along with your renewal price. This will help you to compare your renewal against what you paid last year, based on the same cover.
We’re showing your total price as we want you to be able to make an easy comparison. We show an annualised cost because your monthly instalments might have changed if you made a change to your policy during the year.
On your renewal invite we’ve told you:
- how much your annual price is if you choose to make a one-off payment,
- your monthly Direct Debit amount including the interest charge, if it applies, and
- the total amount this will be across the whole year including the interest charge, if it applies.
We’re working with the rest of the insurance industry to make the process of renewing easier for customers, including making sure you have the right cover at the right price.
We value our loyal customers and would love you to stay with us, but it’s really important to make sure you have the cover you need.
Insurance policies can vary between providers - especially what’s included as standard and what you can add to your policy.
If you’re thinking of shopping around it’s really important that you compare like for like to ensure you don’t lose cover that’s important to you.
Your policy schedule will tell you more about what’s included in your MORE THAN policy.
Visit the claims page to get started.
We'll guide you through all the information you need to give us. You’ll also have a chance to tell us what happened in your own words.
We may ask for information such as:
- your contact details
- the car registration, make and model
- details of any damage
- info on anyone else involved
- any witness or police details
- any photos, dashcam footage or other evidence you have.
It can take up to 12 weeks to settle an insurance claim, depending on what's happened and who's involved.
For example, a claim involving you and another driver may take longer to resolve than one with just your car.
Similarly, a theft claim is likely to take longer than a claim for windscreen repair.
Your no claim bonus may be affected depending on the type of claim and whether you have no claim bonus protection.
To learn more, read our no claim bonus guide or see Section 5 of your policy booklet.
Insurance prices can go up or down at renewal for many reasons, including a previous claim.
To learn more, read our guide to car insurance costs.
If you want to discuss your renewal price, please contact us.
Our comprehensive car insurance offers a guaranteed hire car as standard while your car is being fixed by one of our recommended repairers.
If you’re a SMART WHEELS customer under 18, and we're unable to arrange a hire car, we’ll pay towards other travel options instead. For the full terms, see ‘Alternative travel in the event of a claim’ in your policy schedule.
What to expect
You’ll get a small 3-door hatchback as standard.
If you have a disability where your needs cannot be met by a hire car, we’ll pay towards the cost of other travel arrangements. Check your policy schedule for the exact amount.
Upgrade your hire car cover
If you’re a MORE THAN or SMART WHEELS customer, you can upgrade your cover to include a hire car if yours is:
- stolen
- written off
- repaired privately
Contact us to upgrade your cover or find out more.
A car can be a total loss if the cost of repairing it is uneconomical, based on its current market value. This is also known as a write-off.
In a total loss claim, we’ll pay the owner what the car is worth rather than repair it.
If your car is a total loss:
- We’ll let you know what it’s worth, using industry guidelines, and agree a settlement figure
- You’ll need to remove all your personal belongings
- We’ll let you know how to send us the keys and DVLA documents
- We’ll pay the agreed amount for the car
- Our salvage partner will collect it.
When you're asked for the trader details, use our salvage partner's:
Trader name
Copart UK
Postcode
MK43 9EJ
The full address is:
Copart UK, Acrey Fields, Woburn Road, Wooton MK43 9EJ
To update the DVLA by post:
- Follow the instructions in Section 4 of your V5C document
- Use the same Copart UK details to complete the trader information
- Leave the trader signature and VAT boxes blank
- Send it to DVLA, Swansea SA99 1BD.
Updating the DVLA will also start the vehicle tax refund process.
Apply to the DVLA to remove your personalised registration. Make sure you do this before you tell them the car is a total loss.
Need help? Call our salvage partner, Copart UK, on 01234 673 676. Lines are open from 8am to 5:30pm, Monday to Friday, excluding bank holidays.
Most claims are settled by the insurers, but some may go to court if an agreement can't be reached.
If you receive notice of court proceedings, contact us and forward the documents to:
MORE THAN Claims
Rapid Motor Claims
PO Box 256
Wymondham NR18 9DQ
Or, email a copy of the documents to claims@uk.rsagroup.com. Make sure you include your claims reference number in the subject line.
Yes, if you have a comprehensive policy or breakdown cover, call 0330 102 3621 as soon as possible. Lines are open 24/7.
We can drain and flush your fuel tank on site or at the nearest suitable repairer.
This cover only applies to your car. See Section 9 of your policy booklet for the full terms.
