ALA Insurance rates: Excellent 4.8 out of 5 for claims based on 179 reviews

At ALA we pride ourselves on our award-winning customer service. This is especially important to our customers, and to us, should they need to make a claim.

We have many regular customers who return to us over the years, some who have made a claim, and a lot of our custom comes from recommendations to friends and family members. As a trusted provider of GAP insurance, and other motor related insurance products, customer feedback is very important to us, as it helps us to continuously monitor and improve our services and procedures.

All of the reviews provided below are submitted through Trustpilot, an independent online review service where every review is verified.

How to make a claim

For frequently asked questions regarding the claims process please click here

Rest assured that when making a claim, you are in safe hands...

  • In 2016, we paid 100% of all claims submitted by our customers
  • Our highest claim paid to date was for £37,867.52
  • Total value of claims paid out by ALA Insurance in 2017 alone was £2,202,041.41

Verified Customer Claims Reviews

Back to Invoice Plus GAP

Verified Claim Review
Published 7 June 2019

Excellent service

Excellent service! Thank you


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Verified Claim Review
Published 4 June 2019

Quick and simple to claim

Quick and simple to claim, phone answered quickly by staff who were efficient and knowledgeable.


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Verified Claim Review
Published 4 June 2019

Explained the process well

Explained the process well, extremely relieved I had their support both in accepting in insurance offer and in getting back on the road with a replacement car. The only improvement I could suggest would be making an online application. By paper based processing over the timeline was very tight to use the gap insurance for the replacement car.


Contract Hire Plus GAP

Verified Claim Review
Published 4 June 2019

Reasonably straightforward claim and…

Reasonably straightforward claim and paid out in good time. Would recommend this company!

Ash S

Back to Invoice Plus GAP

Verified Claim Review
Published 4 June 2019

Dealing with insurance is never easy…

Dealing with insurance is never easy but I couldn't fault ALA at all. The whole process was as easy as it could be and the staff were friendly and helpful. Would 100% reccomend and have done to friends and family.

James Shiels

Contract Hire Plus GAP

Verified Claim Review
Published 10 May 2019

Fantastic service at a good price

The price was good and they were there to help when the worst happened. Couldn't fault the service.

Andrew Domone

Back to Invoice Plus GAP

Verified Claim Review
Published 6 May 2019

Excellent value for money

Excellent value for money - very professional and helpful staff. I have previous experience of dealings with ALA many years ago when my RAV4 was written off and they made a very difficult time easer to get through.

Pat Middleton

Back to Invoice Plus GAP

Verified Claim Review
Published 5 May 2019

Couldn't fault ALA when I had to make…

Couldn't fault ALA when I had to make an RTI claim. They very quickly agreed the figures and made the payment as soon as my insurance company gave them the information they needed. I was so impressed I took out another policy with them for my new vehicle without hesitation.

Mrs Rolfe

Vehicle Replacement Plus GAP

Verified Claim Review
Published 3 May 2019

Great GAP insurance company to deal…

Great GAP insurance company to deal with. Unfortunately my car was written off and ALA paid out on a replacement vehicle of the same spec as per the policy. Did take quite a bit of back and forth with documents but we got there in the end.


Back to Invoice Plus GAP

Verified Claim Review
Published 3 May 2019

The worst communication from an…

The worst communication from an insurance company I have ever experienced.
It took me from January until the middle of April to get a pay-out from them - which they did eventually pay out in accordance with how they should've so no complaints there.
ALA themselves are fine and great to speak to and are helpful but the underwriters and claim handlers - MB&G are shockingly bad. It takes a whole week to get a email reply from the person dealing with your claim, this wasn't a one off email experience rather at least 4/5 different emails I sent. Emails are sent to a generic email server rather than the individual person who's assigned to you.
I had to phone up on numerous occasions just to speak to someone and chase them up which was incredibly frustrating.

I personally will not be using ALA again because of this.


Published 9 May 2019

Reply from ALA Insurance

Dear IT

Thank you taking the time to leave feedback about your experience when making a claim.

We have tried to contact you to discuss this further but to no avail. We are sorry to hear that your claim was delayed. During busy times it may take longer to respond to emails, which was unfortunately the case when you initially started your claim. I am pleased to hear that you were paid out in full.
We have passed your feedback to the Claim Administrators, to review and improve their services.

If we can be of any further assistance, or if you would like to discuss this further, please do not hesitate to contact me or the ALA team on 01653 916304.

Kind regards,


ALA GAP Insurance is recommended and awarded by

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