You may have received recent communications about a change of underwriter from U K Insurance Limited to Aviva Insurance Limited. You can read more about that here:
In this article:
FAQs
- I’ve received an email about a change of underwriter. Is this genuine?
- Does this change of underwriter have anything to do with the decision for By Miles to stop offering car insurance policies?
- Do I have a right to object?
Your Policy Data:
Claims:
Policy Coverage:
Help and Support:
- Is there someone I can contact to discuss the transfer?
- How do I make a complaint about this change?
- What if I have a general question about my policy, the app or website?
FAQs:
I’ve received an email about a change of underwriter. Is this genuine?
Yes. Those emails are completely genuine. The recent update about a change to an underwriter was sent from an email address you might not recognise. But don’t worry, the communications are legitimate and they refer to a legal process about a change of underwriter, designed to make sure that all policies, claims and complaints can be managed properly and with no disruption. If you have a policy, claim or complaint with us then there is no change to how that is managed or how you contact the team.
Does this change of underwriter have anything to do with the decision for By Miles to stop offering car insurance policies?
No, the part VII transfer is a purely legal process for all policies underwritten by U K Insurance Limited (UKIL). It is unrelated to the decision to stop offering By Miles insurance policies.
This transfer is not expected to affect the day-to-day experience of a policy holder and/or claimant.
Why is there a change in underwriter?
On 1 July 2025, Aviva plc purchased Direct Line Group and all its brands, including By Miles and By Miles’ underwriter, U K Insurance Limited (UKIL).
Policies relating to By Miles that are currently underwritten by U K Insurance Limited (UKIL) will transfer to Aviva Insurance Limited (AIL) in December 2026. This transfer has followed a strict legal process known as a Part VII Transfer, which is designed to protect all customers past and present.
Do I have a right to object?
Yes. You, and anyone else connected to your policy, can ask questions, make a complaint, or object to the transfer if you think you may be negatively affected by it. Representations can be made via the contact details below.
The Transfer Guide has information on how to ask questions, discuss your concerns or object to the transfer.
Your Policy Data:
Will this change what happens to my data? Will you pass my data 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. We’ve updated it to show that UKIL and By Miles are now part of the Aviva group.The privacy notice has no further changes. Please refer to the privacy notice for how, when and why By Miles may share and use your data.
In the future there may be changes to how and where your data is processed, this could be to support legal data retention requirements. It could also be to help you make a claim or complaint as By Miles ends its insurance offering.
If we make any changes, we will tell you well in advance.
Claims
What happens if I need to make a claim now or in the future?
Policies and associated claims relating to By Miles that are currently underwritten by U K Insurance Limited (UKIL) are proposed to transfer to Aviva Insurance Limited (AIL) in December 2026. This transfer will follow a strict legal process known as a Part VII Transfer, which is designed to protect all customers past and present.
The Part VII transfer will not affect your ability to make a claim or complaint should you need to. You can make a claim or complaint as you would have done previously, it will continue to be handled in the same way as it is today, and nothing will change as to how your claim or complaint is assessed or processed.
Policy coverage
What does this mean for my current car insurance policy with By Miles?
If you have a live policy with By Miles, it is still valid and you’re covered until your policy ends. The Part VII Transfer is purely a legal process for all policies underwritten by U K Insurance Limited (UKIL), this includes By Miles policies. The Part VII Transfer is a legal change to the insurer behind the scenes and is not expected to affect your day-to-day experience.Your existing insurance cover is not affected and you will be able to use any existing policy documents should you need to make a claim in the future.
Help and support
Is there someone I can contact to discuss the transfer?
A dedicated support team has been set up, ready to help you. They know this change inside out and can help answer any questions you might have.
Contact Aviva
Please remember to quote your reference (sent to you via email).
Online form:
Submit your query by completing the ‘Contact Us Form’ on the website [LINK].
Email:
Write to: partviiqueries@ukipartnerships.com
Phone:
Call freephone 0800 158 2502 or if calling from overseas 0141 349 0202.
Calls to the 0800 number are free from the UK. If calling from overseas you may be charged. International calls will be charged at the standard local rate, however, charges may vary depending on the network provider.
Lines will be open from 9am-7pm Monday to Friday and 9am-5pm on Bank Holidays. Calls may be monitored and/or recorded.
Post
Write to: UK Insurance Part VII Team, PO Box 882, Surrey Street, Norwich, NR7 7EX.
How do I make a complaint about this change?
You can make a complaint by getting in touch with the dedicated transfer team, their contact details are below:
Contact Aviva
Please remember to quote your reference (sent to you via email).
Online form:
Submit your query by completing the ‘Contact Us Form’ on the website.
What if I have a general question about my policy, the app or website?
By Miles is still here to support you, you can manage your policy, use the app or dashboard and get in touch as normal.
If you need to talk to us, you can reach out via chat using the app or web dashboard or by emailing us at support@bymiles.co.uk.