FAQs

Please click on the links below to reveal the answers.

What is gap insurance?

If your vehicle is written off as a result of an accident or theft, your motor insurer will settle your claim based on the market value of your vehicle. This could be substantially less than you paid for it leaving you to find the money to get you back in a new vehicle. Additionally where your vehicle has been financed this can leave you paying for a vehicle that you can no longer use. Our gap insurance can cover the difference between the settlement provided by your motor insurers and the amount you originally paid for your vehicle, the amount still owing to your finance company, or a combination of both.

How can I buy gap insurance?

Our gap insurance is available from the Retailer that sold you your vehicle. Please visit them to discuss your requirements.

When can I buy gap insurance

Our gap insurance can be purchased at any time before you collect your car or up to 60 days after.

How much does gap insurance cost?

The cost of our gap insurance depends on the value of your vehicle. The Retailer that sold you your vehicle can provide you with a quotation, and discuss the features and benefits of the different covers available.

Can I pay the premium by instalments?

Yes, premiums can be paid in one upfront sum or interest free over 12 monthly instalments.

Does my existing motor insurance policy provide any gap insurance?

No. Whilst some motor insurers provide a replacement vehicle if yours is written off within the first 12 months of first registration this is not gap insurance nor a substitute for it.

Can I transfer my gap insurance policy to another vehicle?

Where your vehicle has been written off within the first year of registration and a new replacement vehicle provided by your motor insurers cover can be transferred to that new vehicle. Additionally in the unlikely event that there is a problem with your vehicle and this is replaced by Volkswagen due to merchantable quality issues cover can be transferred to the replacement vehicle. A small administration fee will apply to transfers, please see your policy or contact us for details.

How do I make a claim?

To make a claim you can call us on 0844 875 1623 or write to us at:

Volkswagen Insurance
Gap insurance claims department
PO Box 520
Bristol
BS34 9BW

Please ensure you contact us before accepting any offer from your motor insurer.

How do I change my details?

Please contact 0844 875 1623 and select the appropriate option from the automated message service.

Who do I contact if I want to make a complaint?

If you wish to make a complaint about our product or service you can call us on 0844 875 1623, fill in our online contact form, or write to us at:

Customer Satisfaction Manager
Volkswagen Insurance
PO Box 520
Bristol
BS34 9BW

Where can I get replacement documents?

Please contact the Retailer from which you purchased your gap insurance policy or contact the Volkswagen helpline on 0844 875 1623 to request copy documentation.

Can I cancel my policy?

You can cancel your policy within the first 14 days and obtain a full refund of premium at no cost to you. After this cooling off period you can cancel your policy at any time, and provided no claims have been made you will be entitled to a pro rata refund of premium.

For cancellations made outside of the initial cooling off period a small administration fee will apply.

To cancel a policy, please phone 0844 875 1623 or write to:

Customer Satisfaction Manager
Volkswagen Insurance
PO Box 520
Bristol
BS34 9BW

Where can I get a copy of the policy document or policy summary?

You can download a copy of our gap insurance policy documents online. Select the document that relates to when you purchased your policy.

Volkswagen Insurance is a trading name of Volkswagen Financial Services (UK) Limited, registered in England number: 2835230 (registered office: Brunswick Court, Yeomans Drive, Blakelands, Milton Keynes MK14 5LR). Volkswagen Insurance gap insurance is underwritten by MAPFRE Asistencia Compañia International de Seguros y Reaseguros Sociedad Anonima, registered in England number: FC021974 (registered office: Alpha House, 5th Floor, 24A Lime Street, London EC3M 7HS). Volkswagen Insurance gap insurance is administered by Abraxas Insurance Administration Service Limited, registered in England number: 02928787 (registered office: One Glass Wharf, Bristol BS2 0ZX). Volkswagen Financial Services (UK) Limited, MAPFRE Asistencia Compañia International de Seguros y Reaseguros Sociedad Anonima and Abraxas Insurance Administration Service Limited are authorised and regulated by the Financial Services Authority (FSA). Authorisation details can be checked on the FSA's register at fsa.gov.uk/register or call 0845 606 1234. Volkswagen Financial Services (UK) Limited is not part of the same corporate group as MAPFRE Asistencia Compañia International de Seguros y Reaseguros Sociedad Anonima and Abraxas Insurance Administration Service Limited.