Since our launch in 2017 we’ve loved offering a fairer, smarter kind of car insurance for lower mileage drivers. We’ve covered almost a billion miles, and been proud to win awards for our app, cover, customer service and our clear approach.
Sadly, we’ve had to make the difficult decision to stop offering quotes to new customers from the 26th November 2025, and to stop offering renewal quotes to existing customers from the 6th January 2026.
The most important thing to say is that this won’t impact your existing insurance policy. You’re still covered just as you were before - and you won’t see any difference in the support you receive, or how your app works. We’re not going anywhere just yet, so for now, continue enjoying all the things you love about being a member of By Miles.
We’ve put together answers to some questions that might be on your mind. If there’s something you’re unsure of, or something you would like to discuss, you can reach us on support@bymiles.co.uk or via chat.
In this article:
Renewing/New Purchase
- Why have By Miles made the decision to stop offering new or renewal quotes to members?
- Why can’t I renew my By Miles policy? / Why can’t I buy a new policy?
- What happens if I’ve already renewed with By Miles?
Policy validity and coverage
- When does my cover officially end? Will I still be covered until the end of my policy?
- What happens if I need to make a change to my policy before it comes to an end?
- What happens if I would like to make a complaint?
End of policy
- What happens to my premium payments at the end of my policy?
- Will By Miles not renewing my policy affect my no claims discount (NCD)?
- What should I do with my Miles Tracker at the end of the policy?
- Will By Miles not renewing my policy affect my ability to get a new policy somewhere else?
- How long do I have to get new cover?
- Does this mean I will have to tell my new insurer i’ve been turned down for cover?
Claims
- What happens if I need to make a claim before my policy ends?
- Will By Miles still be able to pay out if you need to make a claim now or in the future?
- What happens if I have an open or pending claim with By Miles?
- What happens if I have an open or pending claim being managed by Auxillis?
- Who will handle any claims that occur after my policy ends, but for an incident that occurred whilst I was covered?
Policy Data
Renewing and new purchases
Why have By Miles made the decision to stop offering new or renewal quotes to members?
By Miles is part of the Direct Line Group, which has recently gone through a change of ownership and is now part of Aviva. A change in strategy means they’re focusing investment on other brands - such as Aviva, Direct Line and Churchill.
Why can’t I renew my By Miles policy? / Why can’t I buy a new policy?
Unfortunately, By Miles have made the decision to stop offering car insurance quotes for new customers from the 26th November 2025, and for renewing customers from the 6th January 2026.
If you’ve already received a valid quote, you’re welcome to go ahead and use it to enjoy another year of cover. If you do, you can expect the same level of cover and service as usual.
What happens if I’ve already renewed with By Miles?
Don’t worry, you’re still covered with us and you will be until the end of your policy. It’s just that once your policy ends, you won’t be able to renew with us. We'll be in touch again well before the end of your policy to remind you about finding new cover.
Policy validity and coverage
When does my cover officially end? Will I still be covered until the end of my policy?
Yes, you’ll be covered as usual until the end of your policy.
You can find your policy end date on your policy documents, as well as in the By Miles app.
What happens if I need to make a change to my policy before it comes to an end?
We’ll continue to support any changes to existing policies, such as a change in vehicle or address, in line with existing rules and processes.
If your required change didn’t meet our existing rules and processes, we would unfortunately need to cancel your policy and refund you any premium due, as we usually would.
What happens if I would like to make a complaint?
We will always aim to provide a high level of service and we want to know if we don't deliver. If you're not happy about something, the first step is to get in touch with our team using the live chat in your app or email us at hello@bymiles.co.uk. If you'd still like to make a formal complaint, you can email complaints@bymiles.co.uk. Please quote the policy reference shown on your Certificate of Insurance or Policy Schedule.
End of Policy
What happens to my premium payments at the end of my policy?
If you choose to pay monthly or yearly, you can continue to do so for all trips you make until the end of your policy. If you pay for your miles upfront, any unused miles will be refunded back to the card you bought your policy with at the end of your time with us.
Will By Miles not renewing my policy affect my no claims discount (NCD)?
No, it won’t affect your NCD.
At the end of your policy we will supply you with all necessary documents for you to provide to any future insurer.
What should I do with my Miles Tracker at the end of the policy?
Once your policy has ended we'll send you a pre-paid envelope so you can send it back to us. You'll need to return it within 28 days.
We'll automatically send it to the shipping address on your policy. If you need it to be sent to a different address, please let us know as soon as possible by emailing support@bymiles.co.uk.
Will By Miles not renewing my policy affect my ability to get a new policy somewhere else?
No, this won’t affect your ability to get a new policy with other providers. We’ll provide you with all relevant information and documentation you need for future coverage at the end of your policy.
How long do I have to get new cover?
You can purchase new car insurance up to 30 days before you need that cover to start, so 30 days before your policy end date.
Does this mean that I will have to tell my new insurer I’ve been turned down for cover?
No, not at all. As we are no longer offering new quotes, and will no longer be offering renewals. Basically, it’s not you, it’s us. So this isn’t something you need to declare to a new insurer.
Claims
What happens if I need to make a claim before my policy ends?
The process for claiming hasn’t changed. You’d start by calling our claims line on 0330 088 3838. It’s managed by Auxillis, our claims handlers, and is open 24/7 all year round.
Please provide as much information as you can. It’s important that you call us as soon as possible, ideally within the first 24 hours after the incident.
Will By Miles still be able to pay out if you need to make a claim now or in the future?
Yes. By Miles is part of a wider group and underwritten by U K Insurance Limited. It is a requirement of the Financial Conduct Authority that there is sufficient funding in place for them to cover any ongoing or future claims
What happens if I have an open or pending claim with By Miles?
By Miles is underwritten by U K Insurance Limited. That means any open or existing claim will continue to be managed by them until it is closed.
What happens if I have an open or pending claim being managed by Auxillis?
You may have opted into using Auxillis for claims management. If that’s the case, any open or existing claim will continue to be managed by them until it’s closed. If, for any reason, your claim needs to be referred back to your insurer, then the insurer will take over the claim without interruption and manage the settlement.
Who will handle any claims that occur after my policy ends, but for an incident that occurred whilst I was covered?
As By Miles are currently and will continue to be underwritten by U K Insurance Limited, any future claim for an incident that occurred whilst you were covered will also be covered and managed by the same claims team as today.
Policy Data
What will happen to my data? Will you pass this on to any other companies?
Your data will remain secure and continue to be managed under the terms of our privacy notice. Handling your data is a big responsibility, and one we continue to take very seriously. The privacy notice shows how we use your personal information, and what we do to keep it safe. Along with our ISO 27001 certification (Information Security Management) that ensures we’re implementing the right things to keep your data secure, we’re also registered with the ICO, who have very strict rules about how we manage your data, under the UK General Data Protection Regulations (GDPR). You can view our Information Security Management Policy and our Privacy Notice here.