Flow monthly car insurance FAQs
The most frequently asked questions about Flow Monthly car insuranceClaims
When you make a claim on your Flow subscription, we use the current status of the claim to calculate your premium.
If the status of the claim changes, we reflect this in your next premium calculation. It may take a month for the changes to show on your account.
When you make a claim you’ll continue to be protected by our maximum premium guarantee* until it expires.
*Unless you've made any changes to your cover.
If you need to make a windscreen claim, we’ll be there for you 24/7
Calls will be recorded. For Text Phone, first dial 18001.
Our phone line is for claims only. Everything else can be done online in your Flow Account.
With Flow’s online self-service, you’re free to make changes to your policy yourself anytime. There’s no hanging about and it means we can prioritise calls from people who need us most.
Our FAQ pages have the answers to most queries but if you do need to get in touch, or want to tell us about a technical difficulty, just email flowinsurance@lv.co.uk and we’ll get back to you.
If you've been involved in a car incident, the most important thing is that you're okay. So, make sure you're safe before getting in touch - your claim doesn't have to be reported immediately if you don’t feel safe or comfortable.
If another person or vehicle was involved:
- Exchange details including names and addresses, phone numbers, registration numbers, makes and model
- If someone's injured, call the emergency services immediately
- Avoid discussing who was to blame, even if you think it's obvious
To help us handle your claim quickly, make a note of:
- Date, time, and location
- What led to the incident
- Names and contact details of any witnesses and/or police
- Any injuries caused to anyone involved
It may help to provide photographs taken at the scene or details of any CCTV cameras covering the area.
When to call the police:
- If the other driver doesn’t have insurance, flees the scene or refuses to provide their details
- If you think they caused the damage on purpose or could be under the influence of alcohol or drugs
If you need to speak to us urgently, we’ll be there for you 24/7.
Calls will be recorded. For Text Phone, first dial 18001.
With Flow, when you make a claim for windscreen damage your windscreen excess will be payable, though your monthly price will not be affected.
If you've been involved in a car incident, the most important thing is that you're okay. So, make sure you're safe before getting in touch - your claim doesn't have to be reported immediately if you don’t feel safe or comfortable.
If another person or vehicle was involved:
- Exchange details including names and addresses, phone numbers, registration numbers, makes and model
- If someone's injured, call the emergency services immediately
- Avoid discussing who was to blame, even if you think it's obvious
To help us handle your claim quickly, make a note of:
- Date, time, and location
- What led to the incident
- Names and contact details of any witnesses and/or police
- Any injuries caused to anyone involved
It may help to provide photographs taken at the scene or details of any CCTV cameras covering the area.
When to call the police:
- If the other driver doesn’t have insurance, flees the scene or refuses to provide their details
- If you think they caused the damage on purpose or could be under the influence of alcohol or drugs
- If you need to speak to us urgently, we’ll be there for you 24/7.
Calls will be recorded. For Text Phone, first dial 18001.
We’ll waive your excess, provided you tell us:
- The registration number and the make, model and colour of the other vehicle
- The driver’s/rider's name and address
You’ll have until your subscription ends to decide whether to transfer your cover to a different vehicle. If you don’t want to transfer your cover, you’ll need to cancel your subscription otherwise the cover and your subscription payments will continue.
If you're in a hire car when your subscription ends, you'll need to give the hire car back.
Cover details
While you're travelling in EU countries and any other country that follows the EU rules, you'll have the minimum level of cover required for the country you are travelling in (usually third party only). Your car needs to be registered and usually kept in Great Britain.
You no longer need to carry a green card if you're driving within EU countries or those that follow EU directives.
We’ll send you a renewal quote via email in advance and your policy will automatically renew unless you log in to your account and cancel the automatic renewal. You can access your account online 24/7.
Before changing your registration over, you’ll need to confirmation from the DVLA that this process has been completed. Once you receive confirmation, you can log in to your account and edit your registration number under the ‘your car’ option.
Please note, your policy will be cancelled if we can’t match the vehicle against the DVLA’s records.
Yes, we'll cover you for personal accident cover up to £10k. For more details, please refer to your terms and conditions.
Temporary cover
You can add a driver for a short period of time up until the end of your subscription month. You can only have one temporary driver on your account per subscription month.
On-going cover
If you add a driver to your subscription this will be on-going cover. You can have up to 6 drivers per car and up to 8 drivers on your account.
We don’t use no claim discount (NCD) in our pricing or underwriting for Flow. We use your claims history and your specific circumstances to provide you with an accurate price.
Because Flow is simplifying insurance, there is no NCD. If you cancel your subscription we’ll give you written confirmation of any claim free years with Flow (if you ask for it.) But we can’t guarantee that another insurer will accept this as proof of NCD.
No, breakdown cover isn't available with your Flow subscription cover.
The only car changes we cover on our Flow subscription are disability modifications.
With Flow you have the option to add a guaranteed hire car (basic) or motor legal expenses (MLE) cover.
You can change your subscription and levels of cover through your online account.
You can find all the details you need in your account.
To do this, the registered keeper would need to be included as a named driver on the insurance.
If you’re reinstating cover on a previously insured vehicle:
Log in to your account and follow these steps:
- Navigate to your account details by clicking on “account details” on the dashboard
- Click the “reactivate subscription” button
- Review the details displayed on “reactivate subscription - your cover details” page
- Click on “confirm and proceed to payment”
- Make your payment to restart your cover
If you're insuring a new vehicle:
If no cars are currently insured go to our Flow page and follow these steps:
- Start a quote for your new vehicle
- Select ‘Skip this step – I’ll register later’
- Complete the quote process
- Log in to your account
- Review your cover summary details and purchase
If you already have a car insured and want an additional car:
Log in to your account and follow these steps:
- Click on ‘your car’ on the dashboard
- Click the “add car” button in the “add another car” section
- Enter vehicle and driver details
- Review your cover details on the summary page and buy
Yes. If you'd like to add business use to your policy then you can do this in your Flow account.
Payments and your account
You can cancel your insurance subscription cover at any time, just log in to your account and select cancel. We'll refund any money due to you less a charge for the time you've been on cover.
If your insurance requirements change and we're no longer able to insure you, you'll need to arrange cover elsewhere and review your insurance subscription with us.
We’ll confirm your maximum monthly price via email and in your account immediately after any amendment or subscription renewal has been processed.
We’ll also email you your next month’s exact price seven days before the expiry of the subscription.Your first payment will be taken on the day you buy your subscription. After that, your monthly payments will be taken on the day of the month your subscription started.
For example, if you buy your subscription on the 1st for it to start on the 5th, we will take the initial payment on the 1st but for the following months, your payment will be taken on the 5th.
If your cover starts on a day that doesn't fall in every month, don't worry – we'll just take the payment on the last day of the month.
You can view your payment history and current price in your account at any time.
If your payment fails, we'll attempt to take the payment again in three days. If the second payment attempt fails we will cancel your subscription the next day. We'll email you to let you know you about your payment failing and confirm the above.
Once the cover is cancelled you'll need to get a new quote.
We'll try to collect your subscription on your renewal date. If this fails, we’ll schedule a second attempt three days later. If your second payment fails, and you don’t make arrangements to pay, your policy will be cancelled from 23:59 the following day. If your policy is cancelled and you still need it, you can reinstate your cover.
Select the account and follow these steps:
1) Click on the “reactivate my subscription” link on the dashboard
2) Choose the date you want your cover to start on the “reactivate subscription - start date” page
3) Review the details on the “reactivate subscription - your cover details” page
4) Click on “confirm and proceed to payment”
5) Make your payment to reinstate your cover
Log in to your account and click ‘pay now’. Once you’ve paid, your account will be unlocked.
If your policy has been cancelled, you’ll need to select the account and follow these steps:
- Click on the “reactivate my subscription” link on the dashboard
- Select the date you want your cover to start on the “reactivate subscription - start date” page
- Review the details on the “reactivate subscription - your cover details” page
- Click on “confirm and proceed to payment”
- Make payment to reinstate your cover
To stop your insurance being cancelled, we need replacement card details to be updated in your account before your renewal date. You can do this by logging in to your account and following these steps:
1. Log in to your account, and click payment details on the account dashboard
2. On the payment details page, click on ‘change card’
3. Agree/select the consent and click on ‘change card’
4. Update your card details on the change your payment card page and click the pay button
5. Your new card details will be updated and shown on the payment details page
If your new card won’t be updated in your account by your renewal date, you can find out what you need to do if you miss a renewal payment in our renewal payment FAQ above.
1. Log in to your account, and click payment details on the account dashboard
2. On the payment details page, click on ‘change card’
3. Agree/select the consent and click on ‘change card’
4. Update your card details on the change your payment card page and click the pay button
5. Your new card details will be updated and shown on the payment details page.
1. Log in to your account, and click payment details on the account dashboard
2. On the payment details page, click on ‘change card’
3. Agree/select the consent and click on ‘change card’
4. Update your card details on the change your payment card page and click the pay button
5. Your new card details will be updated and shown on the payment details page
Yes. You can change your payment date once every six months. You can do this by logging in to your account and following these steps:
1. Log in to your account, and click payment details on the account dashboard
2. On the payment details page, click on ‘change day’
3. Choose a day from the dropdown on the change your payment date page, then click the 'check cost' button
4. The confirm your payment day page will show – you’ll be able to see your excess amount you’ll need to pay to be covered up until your chosen day
5. Make your payment by choosing:
Option 1: Click on the ‘confirm and pay with your existing card button and make your payment
Option 2: Click on the ‘confirm and pay with new card’ button and enter the card details to pay on a new card
If you’re having trouble logging in it could be because:
Your email ID and password might be incorrect – try entering it again.
Your account might have been locked. This can happen if you’ve tried to login five times with the wrong details. Your account will lock for 30 minutes, then will automatically unlock.
You’re using old details, for example an email or password you’ve recently updated.
You can change your email address in your Flow account by following these steps:
1. Log in to your account
2. On the account dashboard, click on 'account details'
3. In the 'account holder details' section, click on 'edit details'
4. Go to the email address field and update or change your email address
5. Once your email has updated, click on save changes
6. Your new email ID will be updated in the 'account holder details' section