General Accident is a brand of one of the largest car insurance companies in the UK, Aviva. While you might get a cheap quote from General Accident, be aware that they're an online brand so you can't get customer support over the phone once your policy is up and running—read below to find out how this affects the most common customer complaints. To compare a General Accident quote to other brands in the car insurance market, click the blue "Get Quotes" button below to see how much you can save.
In This Review
- General Accident Car Insurance: Overall Review
- Customer Reviews and Ratings
- Cost Comparison and Discounts
- Cancellation fees, phone numbers and policy documents
Cheap Car Insurance in Your Area
Quickly compare over 100 UK insurance providers.
General Accident Car Insurance Overall Review
General Accident car insurance might suit those looking for cheap car insurance, but beware that it's an online insurance brand so you won't be able to call and speak to anyone in customer service over the phone after your policy is up and running. Existing customers do have one opportunity to speak with customer service—during their renewal window from when they receive their renewal invite until the renewal date, when a contact number is displayed within their online account.
After reading through customer reviews, it seems that the best way to reach General Accident is by messaging through the General Accident Facebook page. There is a 24-hour helpline for claims, glass repair and accident recovery, however.
3 Things to Know About General Accident Insurance
- A good way to reach General Accident is by messaging through the General Accident Facebook page
- General Accident is a part of Aviva, one of the biggest UK car insurance companies
- According to multiple customer reports from drivers with telematics plans, General Accident may cancel your policy if you're caught speeding excessively (e.g., 45 mph in a 30 mph zone)—if you needed another reason to stay within the speed limit!
General Accident Telematics
General Accident offers a telematics plan for those who want to save more on their car insurance and are safe drivers. Besides receiving an initial upfront discount, your driving behaviour throughout the year will be taken into account at renewal. There's an app to go along with the black box policy, for which you'll need to have a smartphone with iOS7 or Android 4, or higher.
Depending on your car model, you'll either get a small plugin device that you install yourself or, if that's not an option, they'll send out an engineer to professionally install a more suitable device in your car.
Drivers taking out a General Accident telematics policy should be aware that extreme or consistently bad driving behaviour may result in cancellation of your policy—this can include, for instance, being caught speeding.
General Accident Features
Here is a high-level summary of General Accident comprehensive cover features for policies bought direct from the General Accident website—remember, these are always subject to conditions and exclusions, which you can read about in the policy documents.
|How Good is General Accident Car Insurance?||A Good Policy Includes||Does General Accident Deliver?||General Accident Comprehensive Coverage|
|"Must Have" Features|
|Windscreen||Full repair or replacement||Up to the market value of your car if you use an Approved Repairer|
|Belongings||£200+||Up to £150|
|Keys||£300+||Up to £1,000 cover per fob, per annum|
|Protected NCD||2 times in 3 years (standard or optional extra)||If you buy the add on|
|Car recovery after accident||Included||Included|
|Courtesy car (repairs)||Minimum 14 days||Included (in GB, Ireland, Channel Islands and Isle of Man)|
|Repairs guaranteed||12-month guarantee||3 years|
|"Should Have" Features|
|New car replacement||Theft or damage at least 60% of list price; cars up to 12 months old||Included, if repairing damage is more than 60% of the car’s UK list price & vehicle is within 12 months of purchase|
|Stereo and satellite nav||Market value for manufacturer fitted||Up to the market value of your car|
|Alternative transport & Hotel after accident||£250+||If you've been in an insured accident, they'll recover your car and get you home or to your destination (in covered area)|
|24-hour emergency helpline||Standard||Included|
|Courtesy car (total loss or theft)||Standard or add-on extra||If you buy the add on (5 to 21 days)|
|Motor legal expenses||Standard or add-on extra||Included|
|Breakdown cover||Standard or add-on extra||If you buy the add on|
|"Could Have" Features|
|Same cover in EU||Standard or add-on extra||Up to 90 days in any one trip|
|Child car seat replacement after accident, theft, fire||Ideally replaced even if no visible damage||Not included|
|Larger/premium courtesy car||Standard or add-on extra||Not available|
|No fault NCD protection||Standard||Not included|
|Uninsured driver NCD protection||Standard||Included|
General Accident Car Insurance Customer Service Reviews, Complaints and Ratings
General Accident generally have poor customer reviews. As an online insurer, customers can only communicate with the company online or through email—a contact number is only available between a renewal invite and the renewal date.
|General Accident Ratings & Customer Reviews|
|Trustpilot customer service rating||3.2 out of 5|
|Reviews.co.uk||3.08 out of 5|
|S&P (financial strength rating for Aviva Insurance Ltd)||AA-|
|Moody's (financial strength rating for Aviva Insurance Ltd)||Aa3|
|Fitch (financial strength rating for Aviva Insurance Ltd)||AA-|
When understanding the financial health of an insurer, it is useful to look at independent financial credit ratings. In this case, since General Accident is part of Aviva, we looked at ratings for Aviva Insurance Ltd and found that all gave a 'stable' rating.
General Accident Trustpilot
Trustpilot reviews for General Accident are okay. General Accident insurance has been rated with only 3.2 out of 5 stars on Trustpilot by close to 800existing customers. This is up from the terrible 1.4 in 2020, one of the lowest Trustpilot ratings we've seen for an insurer. Even so, 70% of customers gave General Accident a 1-star "bad" review. What are the most common complaints? Most complaints seem to relate to difficulty resolving problems or individual situations due to lack of a customer service call centre.
Here are a few negative customer reviews of General Accident car insurance from Trustpilot to give you an idea of challenges faced by existing policyholders:
"Horrific service. Had a black-box insurance service which worked well for all of 9 months. On the 9th month, my policy was cancelled due to "multiple occasions of speeding" on a road which had recently had its speed limit increased from 30 to 40. Their out-of-date database containing speed limits has resulted in me losing my 2nd year of no claims bonus... their support on the matter has been minimal..."
"Awful service. You do not receive any telephone support after 28 days and the email communication is poor at best. Their App / technology is also very poor so you'll struggle to get anything resolved."
"Poor and slow communication, poor at defending the drivers it insures."
"They are only contactable by email, and do not adhere to their 24 hour SLA with responses taking almost 3-5 days at the very minimum, this raises it's own challenges when urgent attention is required. Also, their online service portal is extremely limited, which may as well be redundant. I'd quite happily pay that bit extra for customer services contactable via phone and a quality online service portal."
"You buy a policy with telematics and then they deduct points for driving to and from work even though you told them what you do for a living! And if you go below 50 points, they cancel your insurance, something I cannot afford to happen. Cancelled policy half way through the year as cannot risk staying with a company that does not respond to emails after 14 days and there is no telephone contact number."
On the other hand, some customers report an 'excellent' service (only 22%, however). Here are a few samples from Truspilot of positive customer reviews for General Accident (corrected for spelling):
"After a taxi drove into the back of me and reading the reviews I was dreading the whole process but the service I received was brilliant. I had to log the accident online, but the claim staff were so helpful and my car was booked in really quickly. There is a useful link so you can track your repair.
"As mine was a 'non fault' claim my excess was waived and I also qualified for a car upgrade. Hopefully I won't need them again but I was impressed with General Accident and will renew next year."
"Made a slight mistake on my policy called as soon as possible and it was handled professional and stress free would recommend."
"GA have always been great on price and I knew that service provision was essentially online only as a result. The app and web interfaces are very efficient."
General Accident Reviews.co.uk
On Reviews.co.uk, General Accident gets 3.08 out of 5 stars by over 500 customers. Again, most negative reviews relate to the lack of customer service, which can be an issue when you need a change, the app doesn't work or a problem arises. Some customers complain of policies being canceled suddenly with little warning.
General Accident Defaqto
Finally, General Accident car insurance has earned 4 out of 5 stars from Defaqto for features.
Aviva is the underwriter of General Accident policies, so it's important to consider the financial strength of Aviva. Aviva has been rated solid A by S&P, A2 by Moody's and A+ by Fitch.
General Accident Car Insurance Quote Comparison
General Accident offers cheaper car insurance for those on a budget. Our recent check of 50 postcodes for a sample 30-year-old driver of a 2017 Ford Fiesta showed General Accident prices were some of the cheapest available and were roughly in line with brands like Quotemehappy.co.uk (another Aviva brand).
|Average premium over 50 sample post codes for a 30-year-old driver of a Ford Fiesta|
Quotes will vary drastically for different driver profiles and cars, and on different days, so you may need to pay more or less than these sample rates. Use this information as an indication of how an insurance provider might compare in terms of price, although this can also change.
General Accident Car Insurance Discounts
As a budget car insurance brand, General Accident already offers lower-than-average prices. In addition there are a few other ways to save on a car insurance policy, such as savings for good driving records, no claims discounts and paying in full at the start of each policy year.
|No Claims Discount||Each year you don't make a claim should increase your No CLaim Discount up to 9 years—General Accident doesn't go higher than 9 years.|
|Pay upfront||Pay your full premium at the start of the policy to save money (variable APR)|
|Buy your policy early||Buying your policy a few weeks in advance of the start date can save you money|
Admin and Cancellation Fees
|General Accident Administration Fees|
|Cancel your policy within first 14 days||£25 + Insurance Premium Tax (£100 + tax if telematics device has been installed)|
|Cancel your policy after 14 days||£50 + Insurance Premium Tax (£125 + tax for telematics policies)|
|Change car on telematics policies||£70 + Insurance Premium Tax|
|Changes made online (e.g., change address)||No charge (up to 5 per month), then £30 + tax for each change|
Important General Accident Car Insurance Phone Numbers
General Accident is an online company so does not have a regular customer service call centre. You can get in touch with customer service via the link below.
|General Accident Car Insurance Contact Numbers|
|Customer Services||Contact form for help|
|24 Hour Helplines|
|Claims||0345 030 7956|
|Accident Recovery||0345 030 7956|
|Glass Repair Helpline||0345 030 7956|
Policy Documents & Claims
To find out more about the conditions and exclusions, read the policy document or find information for add ons here. Existing customers can accessing a claim form online by calling the claims number listed above.
Other Car Insurance Reviews
If you'd like to compare General Accident to other car insurance companies, see our other car insurance reviews below: