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.
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.
Postal paperwork usually takes between 7 to 10 working days, depending on the Royal Mail.
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.
How to get in touch
To talk to us about the options that might be available to you, you can view our phone numbers and opening hours or join a live chat with one of our team by visiting our contact us page.
Please don’t cancel your payments without speaking to us first as we may be able to help.
If you’d like some free, independent advice
There are a number of places that offer free independent advice. For example, the National Debtline offers free and impartial debt advice for people living in England, Wales or Scotland. 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.
By default, every new policy is set to automatically renew if you pay by monthly direct debit, or if you’re an annual payer who has specifically given us permission to hold your card details and take next year’s renewal payment. You can see if your policy is set up to automatically renew by looking at your insurance documents. Also, your renewal letter will tell you whether you need to do anything.
We’ll generate your new premium a few weeks before your renewal date and the cost of your cover will depend on a few things at that time.
- Your renewal price will be affected by the information we hold about you, so it’s important to let us know if anything’s changed or if you need a different level of cover
- You can check and edit your personal details by logging into your online account.
Prices can also be affected by several other factors, such as:
- Regulatory changes that affect pricing across the whole insurance industry
- Changes to government taxes, such as an increase in Insurance Premium Tax
- General market conditions, like the increasing cost of repairs or replacing damaged items.
Don’t worry, your renewal letter will explain all your options.
If your policy is due to automatically renew, you won’t have to do anything but confirm you’re happy with the cover and price.
If you’ve asked us not to automatically renew your policy, you can pay for your renewal online or over the phone.
You can see if your policy is set up to automatically renew by looking at your insurance documents.
If someone else paid for your policy, please make sure that the cardholder is happy for us to take the renewal payment from their card.
If you have a query about a payment or your payment details, please contact us.
Not necessarily. Your renewal price will depend on whether any of your personal details have changed or if you need a different level of cover.
You can check and edit your details by logging into your online account.
Prices can also be affected by several factors, such as:
- Regulatory changes that affect pricing across the whole insurance industry
- Changes to government taxes, such as an increase in Insurance Premium Tax
- General market conditions, like the increasing cost of repairs or replacing damaged items.
Prices can increase for several reasons, even if you haven’t made a claim. It could be down to:
- Changes to your personal details
- Changes to your level of cover
- Regulatory changes that affect pricing across the whole insurance industry
- Changes to government taxes, such as an increase in Insurance Premium Tax
- General market conditions, like the increasing cost of repairs or replacing damaged items.
Prices can change for several reasons, even if you haven’t made a claim. It could be down to:
- Changes to your personal details
- Changes to your level of cover
- Regulatory changes that affect pricing across the whole insurance industry
- Changes to government taxes, such as an increase in Insurance Premium Tax
- General market conditions, like the increasing cost of repairs or replacing damaged items.
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.
If your insurance is set up to automatically renew, then your policy will renew each year without you having to do anything.
You can decide whether you want your policy to automatically renew or not. Choosing auto-renewal saves time and hassle, plus it keeps your car insured.
It’s really simple. When your policy is about to end, we’ll write to you before taking payment so that you can check you’re happy with the cover and renewal price.
If you are, you don’t have to do anything - the renewal payment is simply debited from your bank account or card after the renewal date and your cover will continue.
No problem. Just contact us and we can either amend or cancel your policy.
New regulations mean customers can opt-out of auto-renewal at any time.
If you don’t want your policy to automatically renew, we’ll still get in touch with your renewal details before your cover expires. You’ll need to tell us if you want to renew your policy, otherwise your cover will stop and you’ll no longer be insured.
This is a personal choice. Many people prefer the convenience and peace of mind that comes with automatically staying covered, especially as we send you a renewal letter outlining your level of cover and the renewal price before taking any payment.
You can opt out of auto-renewal in your account space. If you decide not to renew automatically, you’ll need to contact us at renewal to stay insured.
If you’re not happy with your cover, please contact us and we can either amend or cancel your policy.
We’ll send you a renewal letter before your policy ends and it will outline your cover and renewal price. It’ll also remind you that you need to contact us if you want to renew your policy.
If we don’t hear from you by your renewal date, we’ll cancel your policy and confirm this in writing. This means your cover will stop and you’ll no longer be insured.
No, it’s completely free.
You can see if your policy is set up to automatically renew by looking at your insurance documents. Also, your renewal letter will tell you whether you need to do anything.
Yes, you can enable auto-renewal at any time. Just give us a call and we’ll switch it back on.
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
- 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.
*Excludes MORE THAN Essentials
We are supporting our customers who are most in need by prioritising their calls. Please only call us:
- Where contacting us by telephone is your only option
- To submit a claim
- To renew your policy
- If you have been unable to contact us to pay your renewal due to illness and are worried you may now be uninsured.
Please note that you may have to wait longer than normal, but our team will aim to answer your call as soon as they can.
Or, you may be able to ask a family member, friend, or carer to help complete our online form.
If you are:
- Impacted by coronavirus
- In self-isolation or caring for someone who is
- 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.
To find out more, they can contact us using our online form and we will do our best to support them. Please ask them to specify on the online form that they have your permission to talk to us on your behalf.
If you need specialist help for a loved one, please see below a list of organisations that can offer further support:
- Age UK:
- NHS Responders: for those in need of support from an NHS volunteer
- Alzheimer's UK: Alzheimer’s Society coronavirus advice
We will do what we can to help. If you are worried that your policy has been cancelled and you are now uninsured, or to see our opening hours, please visit our contact us page.
You can purchase a Foreign Use Extension, however, we urge you to check the advice issued by the Foreign & Commonwealth Office (FCO).
Call: +44 (0)20 7008 1500 or visit the FCO website. The FCO provides daily up-to-date advice on every country.
If you would like to purchase a Foreign Use Extension, please contact us via our online form.
Even if you are not using your car, by law, you must insure your car if it is on a public road.
If you wish to review your cover, you may want to look at your additional covers such as breakdown. You can review your policy in our online customer portal. However, please note that if you are using your car, even just occasionally, you will need cover in place.
We are unable to suspend car insurance policies. Please note that even if you are not using your car, by law you must insure your car unless the car is declared off the road (Statutory Off Road Notification - SORN) with the DVLA.
If you are temporarily staying away from home due to coronavirus, there is no need to tell us, your car will still be covered. However, please ensure that if you receive your documents by post that you have a way to collect them. If you change your address permanently, you must let us know to ensure that your car is fully covered. Please log into your account online to update your address.
Yes, they will be insured with third-party cover only under the following circumstances:
- They have their own car insurance that includes a 'Driving Other Cars' section
- They use your car with your permission.
If you have comprehensive insurance and want to ensure that damage to your own car is covered when someone else uses it, you should add the other driver as a named driver to your own policy.
Please log into your account online to update your policy.
If you are using your car for voluntary purposes to transport medicines or groceries to support others who are impacted by the coronavirus, your cover will not be affected and you don't need to tell us.
This includes if you are volunteering for the NHS during this period.
If you are planning to make deliveries as part of your business, please check your policy terms, as you may not be covered.
We would like to take this opportunity to thank you for helping others in your community during this difficult time.
No, if you work for the NHS or you are a key worker and need to use your own car to drive to different places of work because of the impact of coronavirus, your cover will not be affected and you do not need to contact us.
Thank you for the great work that you and your colleagues are doing in these challenging times, we all appreciate it.
You are able to renew your policy, make a claim and update your details online, please visit our existing customer page.
Your UK car insurance covers you to drive in the EU, Norway, Iceland, Switzerland, Serbia, Andorra, and Liechtenstein.
From 2 August 2021, UK drivers did not 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. 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.
A Green Card is issued by your motor insurance company and has information about your vehicle such as its licence plate number and demonstrates that you have the necessary minimum motor insurance cover in place to be on the roads. If required in the country you are travelling to, or through, drivers must physically carry the green card with them whilst driving.
No, 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.
