Car insurance FAQs

From 1 September 2023, MORE THAN no longer offers car insurance to new or renewing customers.

If you're a current customer, there is no need to worry. Your car will continue to be insured and your cover will carry on as normal for your full policy year. You can get in touch with us to make a claim and make any other changes in all the usual ways. 

We will contact you in plenty of time before your renewal is due, with details about your options and what the next steps will be.

MORE THAN continues to remain a strong brand in the marketplace for home and pet insurance. A business decision has been made to concentrate on these products and withdraw from providing MORE THAN car insurance in 2023.

We will get in touch with you in plenty of time before your renewal is due, where you'll be asked to switch your current policy to Swinton Insurance.

If you'd prefer to make your own insurance arrangements and not be contacted by Swinton, you'll be given the option to opt-out.

No, your current MORE THAN car, SMART WHEELS or LOW MILER policy, will continue unaffected; you will be able to make changes, claim and contact us as normal.

If you are an existing MORE THAN customer with a home or pet policy, there is no impact to your insurance.

We will send you a letter a minimum of 30 days before you need to take any action, with details about your options and what the next steps will be.

We are able to provide communications in alternative formats if required and you can contact us in the usual way to request this.

No, your ongoing car insurance claim will continue to be dealt with by MORE THAN until the claim has been closed.

If the incident you are reporting occurs prior to the end date of your existing policy, you should report your car insurance claim to MORE THAN in the normal way. If the incident you want to report occurs after your car insurance cover has moved to another provider, you should report it to your new car insurance provider.

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 the change car registration form.

The credit or debit card payment is taken between 24 to 48 hours later and will appear as RSA on your bank statement.

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.

Copies of policy documents usually take between 7 to 10 working days to arrive by post, depending on the Royal Mail.

If you’re suffering a health issue that prevents you from managing it yourself then you can nominate someone to manage your policy on your behalf. If a friend, family member or carer has your consent, they can pay your premium and make some changes to your policy.

For support with this, visit our contact us page where you can get in touch by phone or email.

If you need specialist help for a loved one, please see below a list of organisations that can offer further support: 

Age UK: 

• In Scotland, visit the Age Scotland website
• In Northern Ireland, visit the Age NI website
• In Wales, visit the Age Cymru website
• In England, visit the Age UK website
• Advice for carers
• Coronavirus information and advice

Alzheimer's UK: Alzheimer’s Society

Please don’t cancel your payments without speaking to us first, as we may be able to help.

Depending on your situation, and what you need from your insurance, there may be ways we can help you manage your payments. The important thing is to make sure you don’t end up uninsured.

You can talk to us about your concerns and we'll be able to explain the options that may be available to you.

How to get in touch

You'll find our opening hours and the different ways you can get in touch by visiting our contact us page.

We also have further information which may help if you have money worries. This includes details of organisations that provide free, independent advice.

Are you worried about paying your premiums?

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).

1. By providing a proof of bonus letter from your previous insurer
2. 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

To duplicate your No Claims Bonus, please contact us.

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.

To duplicate your No Claim Bonus, please contact us.

If you choose to pay for your insurance monthly and an APR charge applies, we are required under FCA regulations to make sure that you can afford the payments. 

This is perfectly normal and all insurance providers will be doing this, either by asking questions directly during a quote or by using your data to make an assessment.

If our assessment indicates that you can’t afford the monthly payments, we can still offer you the annual option (where you can make a one-off payment to purchase your cover).

If you need to make a change to your policy and our assessment then indicates that you can’t afford the outstanding monthly payments, you’ll still get the chance to make a one-off payment for the outstanding amount.

No. If you need to make a mid-term adjustment (a change, like your address) to your policy and our assessment indicates that you can’t afford the outstanding monthly payments, you’ll get the chance to make a one-off payment for the outstanding amount. 

If you’re unable to make a single payment, you can cancel your policy free of charge.

If you need to make a mid-term adjustment (change) to your policy and our assessment indicates that you can’t afford the outstanding monthly payments – and you’re unable to make a single payment - your policy may be cancelled. If that happens, your no claims bonus will not be recognised for that year.

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 
• files, photos, videos or CCTV footage relating to the incident, if available

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.

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:

1. We’ll let you know what it’s worth, using industry guidelines, and agree a settlement figure
2. You’ll need to remove all your personal belongings
3. We’ll let you know how to send us the keys and DVLA documents
4. We’ll pay the agreed amount for the car
5. Our salvage partner will collect it.

Update the DVLA online.

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:

1. Follow the instructions in Section 4 of your V5C document
2. Use the same Copart UK details to complete the trader information
3. Leave the trader signature and VAT boxes blank
4. 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.

*Excludes MORE THAN Essentials

You can purchase a Foreign Use Extension, which can be added to your existing car insurance policy; however, we urge you to check the advice issued by the Foreign, Commonwealth & Development Office (FCDO).

If you would like to purchase a Foreign Use Extension, please contact us.

Your UK car insurance covers you to drive in the EU, Norway, Iceland, Switzerland, Serbia, Andorra, and Liechtenstein. UK drivers don’t need to apply for a Green Card when travelling in or between the UK and EU and in the countries listed above. This includes driving in Northern Ireland and across the border to the Republic of Ireland. UK Motorists driving in these countries have access to the Green Card Free Circulation Area to enable driving across these European borders without producing a Green Card.

There are some countries that still require a Green Card to be produced when driving there, please visit Driving abroad - GOV.UK for the latest information. You will need to call us at least three weeks before your departure date to request a Green Card to ensure it arrives in time.

Please note, the car insurance we provide as standard is the minimum cover you need by law of the country that you were driving in when the accident or incident occurred. This may be different from your UK cover.

If you want to extend your cover to what you get in the UK, please contact us before you travel to add the Foreign Use Extension.

Yes, your breakdown cover will still work as usual across the EU if you have purchased the European breakdown option.

You can read the Government’s most up-to-date guidance on international driving permits, including checking which Post Offices offer this service and the Government’s guide to visiting Europe.

Contact us for further information. Our team is here to help.