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Age Co Car Insurance Claims

24-hour Claims Helpline

call 0345 601 6687 or +44 2380 621980 if calling from abroad

How to make a claim

24-hour claims helpline

0345 601 6687 or +44 2380 621980 if calling from abroad

Tips if you have been in an accident:

  • Make sure you're safe.
  • Call the emergency services if anyone is injured or if the road is blocked.
  • Swap details - other drivers/vehicles involved, passengers, and witnesses.
  • Take pictures if safe to do so. Include the location, your damage, other cars damage, and vehicle positions on the road.
  • AND don't forget to call to let the Claims Team know ASAP.

The claims helpline is open 24 hours a day, 365 days a year.

The claims helpline is a service where you can report incidents to the operators who will immediately confirm whether your policy covers you for the incident. Remember to save this number in your mobile phone so that you will have it available if you have an accident. Calls may be recorded for monitoring or training purposes, to improve the quality of service and to prevent and detect fraud.

If the car is involved in an incident or you need to make a claim, please phone as soon as possible. To help deal with your call efficiently, please have your certificate of motor insurance and details of the incident with you when you call. If you are at the scene of the accident when you call the claims helpline and do not have your certificate of motor insurance with you, please give the car registration number.

  • Your claim will be validated and the team will discuss with you how your claim will be progressed.
  • All correspondence will be answered within five working days of receiving it.

Repair service for an incident within the geographical limits (Great Britain, Northern Ireland, the Isle of Man, the Channel Islands)

Message relay

A message can be passed to friends, family or colleagues.

Claiming for damage covered under your policy:

Repairs

If damage to the car is covered and it can be repaired, one of the approved repairers will contact you and arrange to collect the car. Repairs made by approved repairers are guaranteed for three years.

Authorisation

If an approved repairer is used, you do not need to get any estimates, and repairs can begin immediately after they have authorised.

Delivery

When the work is done, the repairer will contact you to arrange a convenient time to deliver the car back to you.

Paying for repairs

The Insurer, Ageas Insurance Limited, will pay the repair bill. All you need to do is pay any policy excess direct to the repairer when they deliver the car back to you.

If the car cannot be repaired

If the car cannot be economically repaired, a settlement amount will be offered to you within one week of the date the engineer’s report is received. Once this amount is agreed, you will be sent the payment within one working day of the insurer receiving satisfactory vehicle documents.

If the car is a total loss (a write-off), you must send in all the original documents that are asked for (for example, the vehicle registration document (V5C) and the current MOT certificate). An appointed salvage agent will arrange to collect the vehicle to dispose of it. Please remove all your personal belongings from the car before it is collected. 

If you have comprehensive cover you have these following extra services:

Get-you-home service within the geographical limits

If the car is not roadworthy following an incident covered by your policy, assistance will be given to get you and your passengers from the scene of the incident to your home or to your planned destination, subject to a maximum payment of £250. If you cannot complete your journey, overnight accommodation will be paid for up to £75 per person for you and your passengers.

Guaranteed courtesy car

To keep you mobile, while using an approved repairer within the geographical limitsyou will be offered a small courtesy car while yours is being repaired.

The repairer may, with your agreement, provide an alternative solution more suitable to your requirements. Once it has been decided that your car can be economically repaired by one of the approved repairers and if it cannot be driven, a courtesy car will be provided on the next working day for as long as the repairs take.

If your car can still be legally driven (in other words, it is roadworthy), the courtesy car will be delivered when your car is collected for repairs. If it is deemed that your car is uneconomical to repair, or if it is stolen and not recovered, you will be provided with a small courtesy car with an engine size no greater than 1200cc for up to 14 days.

While you have the courtesy car you will be liable to pay fines for any parking or driving offences or congestion charges, and any additional costs for non-payment of these charges.

You may be asked to produce an appropriate credit or debit card to the approved repairer to cover these costs.

6 Words written in bold have special meanings.
These meanings are explained in the policy definitions section of the policy booklet on page 8.

Age Co Car Insurance is administered by Ageas Retail Limited, and underwritten by Ageas Insurance Limited.

Summary of cover

In addition to this summary of cover, please refer to the policy booklet for terms, conditions, limitations and exclusions. Age Co Car Insurance also offers Third-Party Fire & Theft  and Third-Party only cover - terms, conditions, limitations and exclusions for these cover types can be found in the policy booklet

Cover

Comprehensive

Significant limitations

Liabilities to third parties Yes £20,000,000 limit for third party property damage.
Use of your car in European Union Yes Maximum 180 days in any one period of insurance.
Driving a car that does not belong to you Yes. In some circumstances. Cover only applies for the policyholder and if shown on the certificate of motor insurance. Cover is Third Party only.
Accidental or malicious damage to your own car Yes Market value. Subject to excesses. Additional excesses for young or inexperienced drivers. 
Damage to own car by fire or theft Yes Market value. Subject to excesses.
Audio, navigation, entertainment and telephone equipment Yes Cover only applies to equipment permanently fitted to the car.
Personal belongings Yes Up to £300.
Damaged windows or windscreen Yes £50 replacement excess. Cover is limited to £250 after the deduction of the excess if the approved glassline is not used. If your windscreen can be repaired, your excess will be waived.
Personal accident and road rage Yes Policyholder, spouse and civil partner: death £5,000; loss of sight or limb £5,000.
Medical expenses Yes Up to £500 each person.

Replacement locks

Yes

£100 excess. Up to £500.

Trailer cover Yes Up to £350 if single axle and attached.
Medical emergencies Yes Within 24 hours of emergency occuring.

Significant exclusions

Cover

Significant exclusions and limitations

Loss of or damage to car and personal belongings
  • All loss or damage arising from malicious damage, vandalism, fire, theft or attempted theft when no-one is in the car unless all its doors and windows are closed and locked
  • All loss or damage arising from malicious damage, vandalism, fire, theft or attempted theft when no-one is in the car unless all keys or devices used to lock the car are removed from it
Loss of or damage to the car
  • Extra costs due to parts or replacements not being available in the UK
  • Caused by a person known to you taking the car without your permission
  • Caused by deception
Driving a car that does not belong to you
  • Use outside the UK
  • A car registered outside the UK
  • If your car is disposed of or damaged beyond economical repair
Audio, navigation, entertainment and telephone equipment
  • All loss or damage when no-one is in the car unless all its doors and windows are closed and locked
  • All loss or damage when no-one is in the car unless all keys or devices used to lock the car are removed from it
Personal belongings
  • Money, business goods and telephones
Damaged windscreen and window glass
  • Sun roof and hood mechanisms
  • Windows and windscreens unless made of glass
Personal accident
  • Suicide
  • Failure to wear seat belts
  • If driving with excess drink/drugs
Trailer cover
  • Caravans, trailer tents, horseboxes, vehicle transporters, tipping trailers and food bars
  • No cover if unattached
Medical Emergencies
  • Drivers under 25 and inexperienced drivers

Car Insurance Policy Document
(viewable in pdf, file size 280 KB)

Comprehensive Cover Product Information Document
(viewable in pdf, file size 407 KB)

Third Party, Fire & Theft Cover Product Information Document
(viewable in pdf, file size 407 KB)

Third Party (Only) Cover Product Information Document
(viewable in pdf, file size 405 KB)


 

Policy options and extras

Choose from a range of optional extras to tailor the cover to suit you.

Motor Legal Protection

  • Provides up to £100,000 of legal costs that can be used in the event of an accident that is not your fault and where a third party can be identified to claim for uninsured losses and personal injuries
  • For any claim to be pursued there must be more than a 50% chance of success
  • Any costs incurred before the insurer appoints a solicitor will not be covered.
Key Protection
  • Within the core motor insurance policy replacement keys and locks following loss or theft of car keys are covered up to £500 and an excess of £100 would be payable. This Key Protection cover also includes other keys, such as home and office. No limit on the number of claims subject to a maximum of £1,500 in the policy year including VAT
  • Lost or stolen keys must be reported to the police and a crime reference number obtained
  • Some claims will require you to pay for the replacement of keys/locks and then seek reimbursement.
Excess Protection
  • Excess Protection will reimburse you the excess you pay following a vehicle theft, fire or fault claim
  • Claims for glass are excluded
  • Excess can only be reimbursed if it's not recoverable from a third party
  • You can make up to 2 claims per policy year subject to a limit of £500 per claim.

Age Co Car Insurance is administered by Ageas Retail Limited, and underwritten by Ageas Insurance Limited.

Documents

If you're an existing customer, please call the friendly UK-based team on 0345 603 0512 if you need postal copies of any of your documents. Calls to 03 numbers use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls.

Product Literature

Car Insurance

Car Insurance Policy Document
(viewable in pdf, file size 280 KB)

Comprehensive Cover Product Information Document
(viewable in pdf, file size 407 KB)

Third Party, Fire & Theft Cover Product Information Document
(viewable in pdf, file size 407 KB)

Third Party (Only) Cover Product Information Document
(viewable in pdf, file size 405 KB)

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Motor Breakdown Insurance

Motor Breakdown Policy Document
(viewable in pdf, file size 705 KB)

Motor Breakdown (UK & EU) Cover Product Information Document
(viewable in pdf, file size 360 KB)

Motor Breakdown (UK Only) Cover Product Information Document
(viewable in pdf, file size 359 KB)

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Motor Breakdown - Car Insurance Optional Extra

Excess Protection - Car Insurance Optional Extra

Excess Protection Policy Document
(viewable in pdf, file size 624 KB)

Excess Protection Cover Product Information Document
(viewable in pdf, file size 358 KB)

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Key Protection - Car Insurance Optional Extra

Key Protection Policy Document
(viewable in pdf, file size 613 KB)

Key Protection Cover Product Information Document
(viewable in pdf, file size 359 KB)

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Legal Protection - Car Insurance Optional Extra

Legal Protection Policy Document
(viewable in pdf, file size 622 KB)

Legal Protection Cover Product Information Document
(viewable in pdf, file size 406 KB)

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Brexit Information for Policy Holders

Brexit Information for Policy Holders
(viewable in pdf, file size 1,268 KB)

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Compare insurers

Information sourced on 17 August 2020 for new online policies from Defaqto Matrix.

Compare Age Co Car Insurance with other insurers
Product Features Age Co
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£0 Adjustment Fee 

 




£0 Cancellation Fee






Misfuelling cover is provided as standard


 



Foreign Use Max Free Days
Free Foreign Use available 93 days or more

 


 


 


 

Information sourced on 17 August 2020 for new online policies from Defaqto Matrix.

Customer reviews

Frequently Asked Questions

What should I do if I have an accident?

You should call the accident helpline on 0345 601 6687 or +44 2380 621983 if calling from abroad. It’s open 24 hours a day, 365 days a year.

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What is 'No-Claims Discount'?

This is a discount on your car insurance premium. You can receive this if you have not made any claims against your policy, or if you have made a claim and your insurer has made a full recovery of costs from the Third Party. This discount grows with time based on the number of years you have been claims free.

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Will I have to pay any additional charges or fees once I have paid the premium?

Some providers charge ‘hidden admin fees', which can include adjustment, cancellation fees and duplicate document fees. 

With Age Co Car Insurance there are no admin fees. There are no fees for policy amendments, cancelling your policy or requesting duplicate copies of your policy documents. An additional premium will only be requested if you make any changes that increase your level of risk. An example of this would be adding an additional driver. Where the changes amount to less than £10, a request for additional payment will not be made, nor a refund issued.

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Will I get a courtesy car during repairs?

With comprehensive cover, you will be entitled to a courtesy car in the event of an accident, or once the vehicle has been recovered following a theft, whilst repairs are being carried out by an approved repairer. A courtesy car will also be provided for up to 14 days should your car be stolen or written off. 

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Are the repairs guaranteed?

All repairs are guaranteed for up to three years, provided that they are carried out by an approved repairer.

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What is CIE?

The Continuous Insurance Enforcement (CIE) legislation was introduced in England, Scotland and Wales to help ensure all motor vehicles are either insured or declared as ‘off road’ using a Statutory Off Road Notice (SORN). If you don’t use your car on the roads, for example, if you keep it in a garage during the winter months, then you will not need to insure your vehicle, but you must inform the Driver and Vehicle Licensing Agency (DVLA) and obtain a SORN. Otherwise you may receive a fine, a court prosecution, or your car may be clamped, seized and disposed of.

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Is Motor Legal Protection cover available?

You can take out Motor Legal Protection cover fr an extra cost, which includes a 24/7 legal helpline.. This is designed to protect you against compensation for personal injury when you are not at fault or to defend a motoring prosecution brought against you. You can also obtain legal advice and assistance to pursue your claim for uninsured losses. This might include your policy excess, loss of earnings, car hire changes or additional travel expenses.

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Get in touch

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†The UK based service team have been awarded the Feefo Platinum Trusted Service Award 2021.
***If you have at least 4 years of proven no claims and have made no more than 1 fault claim in the past 3 years.
^In the event of an accident or when recovered damaged following a theft, and if repairs are carried out by an approved repairer. A courtesy car will also be provided for up to 14 days if your vehicle is stolen or written off.
**If you call the 0800 number, you may be dealing with Ageas Retail Limited. 

Age Co Car, Breakdown and Home Insurance are arranged and administered by Ageas Retail Limited. Age Co Insurance Services is the trading name of Age UK Enterprises Limited, a trading subsidiary company of Age UK (registered charity no. 1128267). Age UK Enterprises Limited donates its net profit to Age UK. Both Age UK Enterprises Limited (Financial Services Register no. 311438) and Ageas Retail Limited (Financial Services Register no. 312468) are authorised and regulated by the Financial Conduct Authority. Age UK Enterprises Limited registered office: Tavis House, 1-6 Tavistock Square, London, WC1H 9NA (registered in England and Wales, number 3156159). Ageas Retail Limited registered office: Ageas House, Hampshire Corporate Park, Templars Way, Eastleigh, Hampshire, SO53 3YA (registered in England and Wales, number 1324965).

Age UK Enterprises are always committed to providing good customer service. If you buy a product from Age UK Enterprises, you may be contacted by our partners Feefo on our behalf to find out about your buying experience.

If you need to make a complaint, please refer to the policy documents.

Age Co are unable to offer insurance to residents of the Channel Islands.

M0441V16JAN21

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