Direct Car Excess Terms and Conditions

Terms and Conditions


By using the Direct Car Excess website, you acknowledge your assent to the following conditions of use, as well as any additional terms contained within this website, without limitation or qualification (collectively, the “Terms & Conditions”). Please read these Terms & Conditions carefully before using this website. You may only use this website in accordance with these Terms & Conditions.


You will receive an acknowledgement email, followed by a confirmation email with your policy schedule and policy documents attached. The content of the email will state your policy number, the main insured/principal insured person, policy commencement date, period of insurance and the territories covered as well as the total price you paid for the policy.

Customer Support and Service

We can be contacted Monday to Friday, 9am-5pm (except Christmas Day, Boxing Day and New Years Day). You can find our contact details on our Contact Us page.

Additional Information

You may cancel this policy at any time; however you will only be entitled to a full or partial refund under certain circumstances. You must call us on 0845 605 2700 or email us at to confirm you wish to cancel.

If you cancel your policy within 14 days of receipt of your policy documentation, where your policy has been paid in full and providing that you have not travelled, no valid claim has been made or is intended to be made and no incident likely to give rise to a claim has occurred we will refund the premium paid.

If you are outside the first 14 days, have travelled, are making a claim or something has happened that will lead to you making a claim, we can still cancel your policy and we may be able to offer a partial refund in line with the terms set out in your insurance policy wording. We may charge an admin fee and/or an amount for the cover you have used. Please call us on 0845 605 2700 or email us at for further information.

All of our advertising meets the criteria set out by the British Codes of Advertising and Sales Promotions. We comply with the Financial Conduct Authority ICOBS rules.

It is our intention to provide you with a high level of customer service at all times. If there are occasions when we do not meet your standards please contact the Sales and Service Manager. We will write to you within 5 working days advising who is dealing with your concerns. We hope to have concluded our investigations at this time, but if we need to take longer, we will either give you a full response within 20 working days or explain our position and provide you with a time scale for our full response. Direct Car Excess Insurance is a trading name of American International Group UK Limited, which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (FRN 781109) and should you fail to be satisfied with our final response you will have access to the Financial Ombudsman Service. They can be contacted at South Quay Plaza, 183 Marsh Wall, London, E14 9SR, telephone number 0800 023 4567 or e-mail

All claims complaints should be made in writing to:

The Claims Manager Direct Car Excess Claims The AIG Building 2-8 Altyre Road Croydon Surrey CR9 2LG

Or e-mail If we have given you our final response and you are still dissatisfied you may refer your case to the Financial Ombudsman Service (FOS) at their address above. Referral to the FOS will not affect your right to take legal action against us.

Direct Car Excess Insurance is a trading name of American International Group UK Limited, a company registered in England with company number 10737370. Registered address: The AIG Building, 58 Fenchurch Street, London, EC3M 4AB.

Your Direct Car Excess Insurance policy is a contract between you and our insurer. By purchasing a Direct Car Excess Insurance policy you are agreeing to abide by the terms set out in the contract. The policy wordings for each of the policies we offer are available to any person visiting our web site and can be examined in their entirety at any time. Please note that a complete wording of your chosen policy will be sent to you by email once you have purchased insurance from us. These terms do not affect your statutory rights.