Car insurance help

Change your policy anytime, anywhere

Your online account is the fastest way to make changes to your policy 24/7, with no admin fees. For anything else our Virtual Assistant is here to help.

With an online account you can:

  • Change your car
  • Check or update your details
  • Add or remove a driver
  • Change your address
  • View and download your policy documents
  • Renew your policy


Find out more about what you can and can't do in your online account.

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Need help logging in?

If you've forgotten your username or password we'll get you back on track.

Need help quickly?

Our Virtual Assistant is often the quickest way to find help. If we can't support you we can put you through to one of our customer service consultants.

Alternatively you can view our FAQs below.

Need help with a claim?

Find details on how to make and manage your claim here.

Help hub

Renew my policy

Renew my policy
It’s great to hear you are renewing with us. If you have opted for automatic renewal then as long as your payment card or bank details are still correct your policy will automatically renew. Please check that the information we hold about you is correct. Your policy will be renewed up to five days before your renewal date. You can change your auto-renewal preference at any time in your online account.

If you haven’t opted for auto renewal then please speak to a member of our Live Chat team via our Virtual Assistant if you would like to opt in.

To renew your policy online follow the steps below:

  • Log in to your online account
  • Scroll down the home page and click “Retrieve Renewal”
  • Please check your details and click "I Accept", which will take you to the payment options page
  • Follow the on-screen prompts to complete your renewal

If you’re not sure if you have already selected auto renewal then check the “Automatic Renewal” page in your online account. If you can’t find the information then please speak to a member of our Live Chat team via our Virtual Assistant.

Stop my renewal
Sorry to hear you do not wish to continue your policy. In order to cancel your policy from your renewal date you’ll need to speak to a member of our Live Chat team via our Virtual Assistant.

Make a change to your car policy during renewal
If you have received your renewal invitation then you’ll need to contact us to make any changes to your policy. You can speak to a member of our Live Chat team via our Virtual Assistant.

No claims discount

Acceptable proof
The documents we accept for proof of no claims are: renewal invitations, cancellation letters and proof of No Claims Discount (NCD) documents. The full document must be in view from top to bottom and include the following:

  • Company name/logo
  • Policy holder’s full name
  • Expiry date of the policy
  • No Claims Discount years
  • Your vehicle registration.

You can find out how to provide your no claims discount proof here.

Please be aware that we can only accept No Claims proof from within the last 2 years. If your proof is older than this then you can speak to a member of our Live Chat team via our Virtual Assistant.

Add NCD protection
Please be aware you are not able to add no claims discount protection once your policy has already started. This can be added at your renewal if you are eligible. You can check if your no claims discount is protected in your documents.

No claims discount on multiple vehicles
Please be aware you can only use your no claims discount on one vehicle at any time. If you are currently using your no claims discount on another vehicle, you cannot use it on the vehicle you are insuring with us. We would like to speak to you directly about this, you can speak to a member of our Live Chat team via our Virtual Assistant.

Add-ons (e.g. breakdown or key protection)

Breakdown
We offer multiple levels of breakdown cover, from £36 a year.

- Roadside - Our Roadside level of breakdown cover will offer you Local Vehicle Recovery and Roadside Assistance 24 hours a day, 365 days a year from £36. You can find out more here. If you have selected Personal Cover you will also be covered if you are travelling in another car and it breaks down within the UK. You must be with the vehicle at the time assistance arrives and be able to provide your ID. If you would like to add this to your policy or check if you have this cover in place, you can speak to a member of our Live Chat team via our Virtual Assistant.

 - Comprehensive Gold - Our Comprehensive Gold level of breakdown cover will offer you Local Vehicle Recovery, UK Vehicle Recovery, Onward Travel and assistance at home, 24 hours a day, 365 days a day from £74. You can find out more by clicking here. If you have selected Personal Cover you will also be covered if you are travelling in another car and it breaks down within the UK. You must be with the vehicle at the time assistance arrives and be able to provide your ID. If you would like to add this to your policy you can speak to a member of our Live Chat team via our Virtual Assistant.

- Total Protection - Our Total Protection level of breakdown cover will offer you Local Vehicle Recovery, UK Vehicle Recovery, Onward Travel, assistance at home and European motoring assistance for trips up to a total of 90 days, per trip, available 24 hours a day, 365 days a year from £99. You can find out more by clicking here. If you have selected Personal Cover you will also be covered if you are travelling in another car and it breaks down. You must be with the vehicle at the time assistance arrives and be able to provide your ID. If you would like to add this to your policy you can speak to a member of our Live Chat team via our Virtual Assistant.

Legal protection
We offer Legal Expenses Cover for only £22.75 a year. This provides you with up to £100,000 cover for you, your passengers, and your car if you’re in an accident, which was the fault of another insured and identifiable person. If you would like to find out more, please click here. If you would like to add this to your policy you can speak to a member of our Live Chat team via our Virtual Assistant.

Excess Protection
If you have an accident in your car which is deemed your fault, we want to make sure you don’t have to pay out unnecessarily. That’s why we’ve introduced optional Excess Protection to our car insurance. It’s designed to cover you if the cost of your excess, up to £300, isn’t covered by a third party, for up to two claims a year. The cost for adding this is £24, and you can find out more by clicking here. If you would like to add this to your policy you can speak to a member of our Live Chat team via our Virtual Assistant.

Key Cover
Our standard insurance Key Cover includes cover for replacement locks and keys, up to £500 for lost or stolen car keys, subject to £100 excess. This cover is for the vehicle you have insured on your policy. Our optional extra Key Protection covers home, car, office, garage, gate, outbuilding keys or security safe keys for you and your household. If they are accidentally damaged, lost, stolen, or broken in the lock, key protection gives you up to £1,500 of cover for only £19.99 a year, and there’s no excess to pay. This optional extra provides you with 24 hour assistance, 365 days a year. You can find out more by clicking here. If you would like to add this to your policy you can speak to a member of our Live Chat team via our Virtual Assistant.

Replacement Car Cover
Replacement Car Cover can be added to your policy for £22.50 a year. This optional extra gives you a hire car for up to 21 days if your vehicle was written off, stolen and unrecovered, so if the worst happens you can get back on the road and carry on as normal. If you would like to learn more about this cover, please click here. If you would like to add this to your policy you can speak to a member of our Live Chat team via our Virtual Assistant.

Claims

New claim
If you need to make a claim you can report your claim here. Alternatively, if you need to call us, please contact us on 0345 125 6850.

Existing claim
When you first reported your claim we gave you details of your dedicated claims handler. Please contact them in the first instance or email us. Please include your claim reference number in the subject line of your email, this will be in the format 1234567A. If your email is regarding any of the below, please include these codes in the subject line as well:

  • Photos - PH
  • Repair Estimate - ES
  • Court Summons - SU (If you need to call us, please contact us on 0345 125).

Windscreen claim
You are covered for windscreen on your RIAS Car Insurance policy. To make a windscreen claim you can contact our Claims Team on 0345 125 6862.

Payments

Missed monthly payments
If this is the first time this payment was missed, we will attempt to collect the payment again automatically within 7-10 days of your payment date. As soon as your bank has notified us of the missed payment, we will let you know when we will try to collect payment again via your preferred delivery method. If we were unable to collect this payment for the second time, you can pay your outstanding balance by following the steps below:

  • Log in to your online account
  • On your home page, you will have a notification of an outstanding balance if one is owed.
  • To pay this balance, click ‘Pay now’
  • Enter your card details and select ‘Next’ to proceed with your payment.

Missed annual payments
You can pay your outstanding balance quickly and easily by logging into your online account and following the steps below:

  • Log in to your online account
  • On your home page, you will have a notification of an outstanding balance if one is owed.
  • To pay this balance, click ‘Pay now’
  • Enter your card details and select ‘Next’ to proceed with your payment.

Problem with payment
You can speak to a member of our Live Chat team via our Virtual Assistant.

Haven’t got a payment code for Strong Customer Authentication (SCA)
You should contact your card provider who will be able to provide you with further assistance.

Online account issues

Online account video
There are a number of things you can easily do in your online account such as viewing your documents, renewing your policy and making changes without admin fees. Here’s a short video below to help you.

Online account showing old policy / online account for multiple policies
We are sorry you are having issues with your online account. You can speak to a member of our Live Chat team via our Virtual Assistant.

I don’t have an online account
You are able to register for an online account by clicking here. If you are still having issues then you can speak to a member of our Live Chat team via our Virtual Assistant.

Bereavement

If you are facing a difficult time, we want to do our best to help and would like to speak to you directly. You can speak to a member of our Call Centre team on 0345 165 5789 or our Live Chat team via our Virtual Assistant.

Cancellations

How do I cancel my insurance policy mid-term?
To cancel your policy please follow these steps:

  • Click on 'My car'
  • Select 'Thinking of leaving us' at the bottom of the page
  • Select reason for cancellation
  • Select when you would like your policy to end
  • Follow the steps to complete your cancellation.

You can log in to your online account here

How do I cancel my renewal?
To cancel your renewal please follow these steps:

  • Log in to your online account
  • Click on ‘my car’
  • Underneath 'manage renewals' click on 'cancel my renewal'
  • Click on the reason you would like to cancel your insurance
  • Finally click 'cancel my renewal' and you are done
  • You will then receive your documents by your preferred delivery method shortly.

You can log in to your online account here: 

What do I need to do once my policy has been cancelled?
Please be aware that there is a legal requirement to keep your car insured if it is on a public road.

What is the cooling off period?
You have 14 days from either the purchase date of the policy, or the date you receive the policy documentation (whichever is later) to cancel your cover. This is called the cooling off period. During the cooling off period there is no administration fee for cancellation; after the cooling off period the cancellation fee is £50 for car and £35 for home. Please note, if your cover has already started, you will be charged for the time of cover in addition to any applicable fees.

If you have purchased additional cover, you will be entitled to a full refund during the cooling off period provided no claims have been made. After the cooling off period no refund will be provided.

What are the cancellation charges?
You have 14 days from either the purchase date of the policy, or the date you receive the policy documentation (whichever is later) to cancel your cover. This is called the cooling off period. During the cooling off period there is no administration fee for cancellation; after the cooling off period the cancellation fee is £50. Please note, if your cover has already started, you will be charged for the time of cover in addition to any applicable fees.

To cancel your policy, please follow the steps below:

  • Click on 'My car'
  • Select 'Thinking of leaving us' at the bottom of the page
  • Select reason for cancellation
  • Select when you would like your policy to end
  • Follow the steps to complete your cancellation.

You can log in to your online account here

If you have purchased additional cover, you will be entitled to a full refund during the cooling off period provided no claims have been made. After the cooling off period no refund will be provided.

What to do if the policy holder has passed away?
If you are facing a difficult time, we want to do our best to help and would like to speak to you directly. Please give us a call.

Why has my policy been cancelled?
Please speak to a member of our Live Chat team via our Virtual Assistant or call us. Lines are open 8.30am - 6.00pm Monday to Friday and 8.30am - 4.00pm on Saturdays.

Documents

View policy details
You can access your policy 24/7 by logging into your online account.

To view your documents, please follow the steps below:

  • Log into your online account.
  • Click the "Manage Policy’ button.
  • Click ‘View’ next to the document you would like to see.

Alternatively, you may be able to find your documents in your inbox or junk folder from when you took out your policy with us.

Large print / Braille documents
If you need your documents in a different format, such as large print or braille, you can speak to a member of our Live Chat team via our Virtual Assistant and they’ll be happy to help you.

Unable to open your documents
Please speak to a member of our Live Chat team via our Virtual Assistant.

Temporary changes

Temporary cover request
We offer temporary cover for drivers or vehicles at Rias. Please speak to a member of our Live Chat team via our Virtual Assistant.

General changes

Change car
You can get a quote to change the car you currently have insured by:

  • Logging in to your online account and pressing the "Manage Policy" button.
  • Under Car Details click "Replace Current Car".
  • Enter the start date of the change and click "Confirm & Continue".
  • Update the relevant boxes with your change.
  • Click "Show Price".
  • Click "Buy" to activate the change or "Back to your Policy" to not activate the change.

Change number plate
You can change your registration number by:

  • Logging into your online account and pressing the “Manage Policy” button.
  • Under Car Details click “Change Car Details”.
  • Enter the start date of the change and click “Confirm & Continue”.
  • Update the registration number but DO NOT click "Find my Car".
  • Click “Show Price”.
  • Click “Buy” to activate the change or “Back to your Policy” to not activate the change.
  • If you have already clicked “Find my Car”, please cancel the change and start again.

Change address
You can get a quote to change your address by:

  • Logging into your online account and pressing the "Manage Policy" button.
  • Under Your Details click "Amend Your Details".
  • Enter the start date of the change and click "Confirm & Continue".
  • Click "Amend Your Contact Details". This will expand your details.
  • Update the relevant boxes with your change.
  • Click "Show Price".
  • Click "Buy" to complete the change or "Back to your Policy" to undo the change.

Add driver
You can get a quote to add or remove a driver by:

  • Logging in to your online account and pressing the "Manage Policy" button.
  • Under Drivers click "Amend Drivers".
  • Enter the start date of the change and click "Confirm & Continue".
  • Update the relevant boxes with your change.
  • Click "Show Price".
  • Click "Buy" to activate the change or "Back to your Policy" to not activate the change.

Make a complaint

We want to know if you're not happy with our service. Please get in touch and we will try to put things right for you as quickly as possible.