We may freeze accounts to prevent fraud and make sure all policies are valid.
As a regulated business, we take this seriously, so we can’t always share the exact reason.
Common reasons your account may be frozen
Accounts may be frozen if we spot:
Suspicious activity, like fraud, identity issues, or incorrect details
Undeclared incidents when setting up your account (more on that here)
Use that isn’t covered, like motor trading, courier work, or private hire
Vehicle issues, such as unsupported modifications or incorrect photos
ID verification problems, like unclear licence or selfie photos
Temporary restrictions
Sometimes we’ll temporarily limit parts of your account, like getting a quote.
This helps keep your account secure if something doesn’t look right.
You’ll still be able to:
Access your account
Contact support
What to do next
If your account has been frozen or restricted, get in touch with support and we’ll help you sort it out.
If you have any questions, just search the help centre for a quick answer or reach out to our customer support team. Happy driving!