Frequently Asked Questions

Can I get immediate cover? 

Yes - Call recording means we are now able to trade by means of Statement of Fact on all Personal Lines insurance products. The process eliminates the need for proposal forms and other paperwork so we can arrange speedier, same-day cover for clients who, in turn, have the added convenience of being able to make payment by credit or debit card instead of by cheque.

Can I drive other cars when I am abroad? 

Where provided the driving other car extension applies only in the United Kingdom.

Does my policy cover me to drive my vehicle abroad? 

All personal motor policies automatically include full policy cover for you to drive in the European Union, Norway and Switzerland (including Liechtenstein) for trips of up to 35 days in length. There is no limit to the number of trips in any one period of insurance.

If European cover is included it will say so on the back of your certificate.

We can also arrange to extend your policy (subject to an additional premium) to cover you:

  • If your trip is for more than 35 days; or
  • You have a commercial policy; or
  • You want to visit other agreed countries.

If you do not extend your policy you will only have the minimum cover required under the Road Traffic Acts of the country you are visiting, if it is an approved country. This gives no cover for your vehicle and may not be sufficient to meet all claims made against you.

What do I do if I have lost my documents? 

Insurance Certificate or Policy
Contact us for duplicates.

Vehicle Registration Document/V5/Logbook
The DVLA will issue you with a duplicate. This can take between 2 and 6 weeks. You can obtain the form you need from the Post Office or by visiting

MOT Certificate
You can get a copy from the MOT test centre that issued the original for a small fee. If you cannot produce this document, or a copy, it may affect the vehicle value for claim settlement.

Driving Licence
You can get a copy from the DVLA. Their telephone number is 0870 240 0009.

How old does a vehicle have to be to qualify for classic insurance? 

Normally 20 years, however this can reduce for certain marques or subject to certain club membership.


What does 'agreed value' mean? 

Agreed value means if your vehicle is lost or totally destroyed, and the value of your vehicle has been agreed, you have the certainty that you will be paid out the amount shown on your policy schedule.

You should be aware that the maximum amount payable by insurers will be the amount shown under ‘Value’ on the Vehicle Details section of your Renewal Schedule, regardless of the market value at the time of the loss.

What does 'market value' mean? 

Market value means if your vehicle is lost or totally destroyed, you will be paid out the value of the vehicle at the time of the claim in line with current market trends. This could be more or less than the amount shown under ‘Value’ as shown on the Vehicle Details section of your Renewal Schedule.

What should I do and not do if I have an accident? 

You must...

  • Obtain the name and address of any persons involved in the accident and any witnesses. This should include details of any passengers in any other vehicle involved.
  • Report any claim, accident, theft or loss as soon as possible by contacting the telephone helplines shown in your insurance documents. The sooner we know about an incident the sooner we can start helping you.
  • Send any writ, summons or letters received in connection with any claim, accident or loss to us as soon as you receive them.
  • Tell us at once if you receive any notice of prosecution, inquest or fatal accident inquiry connected to the incident.
  • Report any theft, or your vehicle being taken without your consent immediately to the police and obtain a crime reference number

You must never....

  • Admit that the accident was your fault
  • Attempt to negotiate the settlement of a claim from another person.

We Will......

  • Defend or settle any claim made against you on your behalf

How do I make a claim? 

If you or your vehicle are involved in an incident (such as an accident, theft or fire) covered by your policy please contact us immediately or call the telephone help line number shown in your documents.

What is an excess? 

The first amount of a claim that your insurers will not pay.

This can consist of up to three amounts:

  • A voluntary excess for which you receive a premium reduction;
  • A compulsory excess that the insurer imposes; and
  • A young or inexperienced driver excess.

An excess is usually deducted from the payment for repairs to, or loss of, your vehicle. Regardless of blame you are responsible for the excess.

If an accident is not your fault and there is an identified responsible person, you can usually recover your excess and other uninsured losses from that person.

Legal protection insurance that covers the cost of recovering your excess and other uninsured losses from the responsible person, or their insurers, is available with every policy.

What is a total loss? 

A vehicle is considered to be a total loss following an incident (accident, fire or theft damage) if:

  • It is impossible to repair;
  • It isn't safe to repair;
  • It is beyond economical repair. That is, if the cost of repair exceeds the pre-accident value of your vehicle.
  • If the vehicle is a total loss and you are purchasing it on finance, we will settle the finance first and pay the balance to you.

What do I do if I disagree with the total loss valuation of my vehicle? 

If you are unhappy with an offer for the total loss of your vehicle you need to send us evidence that your vehicle was worth more.

This can include:

  • An independent engineers report; or
  • Evidence of the car's condition with a full or part service history; or
  • Advertisements for similar vehicles.


Is my claim fault or non-fault? 

The terms 'fault' and 'non-fault' can be confusing.

A non-fault claim is one where the insurers are able to recover all their costs from someone else.

A fault claim is one where the insurers are not able to recover all their costs. This may be because you are partially or totally responsible for the collision or the other person is not traceable e.g. a hit and run accident when your vehicle is parked.

Fire and theft claims are also counted as 'fault' for the purposes of no claims bonus.

What do I do if my vehicle breaks down? 

If you have selected breakdown cover your insurance documents will include the helpline numbers. You can call them 24 hours a day, 7 days a week for emergency assistance. Please ensure you have a copy of your insurance documents to hand when calling.

Footman James are in the process of changing breakdown provider from AXA Assistance to the RAC. Please ensure you check your documents to confirm your provider before you call.

If you have broken down in the UK, please call the following numbers:

•If your breakdown cover is with AXA Assistance:0333 207 6582

•If your breakdown cover is with RAC:0333 207 6310

If you have broken down within Europe, then please call the following numbers:

•If your breakdown cover is with AXA Assistance:+0044 1737 815350

•If your breakdown cover is with RAC:00 33 472 43 52 55

What do I do if I have a broken windscreen? 

If you have windscreen cover you will be issued with a helpline number with your insurance documents which you can call for assistance. An excess will apply for replacement windscreens. Please ensure you call the number provided as cover may be affected if you do not use the approved repairer.

Do you insure vehicles for use off road? 

We cover vehicles whilst being used for 'Green Laning' as this is on land to which the public have access and falls under the Road Traffic Act.

We do not cover vehicles for 'off roading' as this is on private land and does not fall under the Road Traffic Act.

Do you insure quad bikes? 

We are unable to offer cover for this type of vehicle.