ALA Insurance rates: Excellent 9.4 for claims based on 109 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

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Verified Claim Review
Published 17 March 2017

Great Service

But a claim in after my car was a total write off, Customer services were a great help which made the claim very easy.
would highly recommend.

Suzi Davison

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Verified Claim Review
Published 4 February 2017

Great and easy to claim

Very good service and easy to claim. Only reason it's not a 5 star review is because initially they tried to make me do the negotiating with my insurance company on their behalf.

Donna Binns

Back to Invoice Plus GAP

Verified Claim Review
Published 1 February 2017

Quick efficient service

My claim was dealt with quickly and easily

Katherine Jackson

Vehicle Replacement Plus GAP

Verified Claim Review
Published 31 January 2017

Exceptional professional service

From the start to finish they handled the claim in a brilliant manner. Brilliant communication throughout and speedy settlement

Tim Nisbet

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Verified Claim Review
Published 31 January 2017

Excellent service

First time I have had to use Gap Insurance and I can't praise ALA highly enough during a very difficult time. Communication and payment was quick and understanding.


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Verified Claim Review
Published 31 January 2017

Lack of communication

I had to make a claim but they sure made it hard work. From first contact till the end of the proses.
Every form of communication came from my end. I would probably still be waiting for my money if I hadn't bombarded them with calls and emails.
They didnt inform me at the beginning of the proses all the information and documents they required so when my insurance company paid up they then needed a copy of the letter that came with my cheque. I had already disposed of this letter. Fortunately I had taken a photo of the cheque before I banked it and that was enough proof.
When they informed me I was going to receive a payout I was really pleased but even that took almost 2 weeks to get to me and then I had to wait for the cheque to clear.
I I can sit at a computer and pay for my cover straight out my bank, why can't they pay out in the same way. When I contacted them to ask where my cheque was I was informed they only print cheques on Tuesdays and my claim was to late in the day for my cheque to be printed so I had to wait for another week.
By the time the money was cleared in my bank I had had to borrow money from my family as I needed to replace my car and as my insurance company had paid out so quickly (admiral) I was no longer able to have a hire car.
I have taken out gap insurance again on my new car but I have chosen a different company.

Anthony Harrop

Published 1 February 2017

Reply from ALA Insurance

Dear Mr Harrop

Thank you for your honest feedback in relation to your GAP Insurance claim. Whilst I understand that this will not change your experience, I have worked with the Claims Administrators to address your situation and put in place improved procedures to ensure that this does not happen in the future.

Whilst your claim was paid out in full by cheque, one of the changes instigated has been in the settlement method; going forward the payment will now be made via BACS rather than cheque.

Customer service is paramount to ALA as a broker, and we expect this to be extended through all aspects of a customer’s experience with us and our partners. Therefore, ongoing training and development is being undertaken by our Claims Administrators to ensure the best support is given to customers at all times.

If we can assist further now, or in the future, please do not hesitate to get back in touch.

Kind regards


Vehicle Replacement Plus GAP

Verified Claim Review
Published 26 January 2017

Very straightforward company

They have paid out for their tyre insurance several times with no fuss. Luckily I haven't tested the gap insurance yet...


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Verified Claim Review
Published 29 December 2016

Excellent product and service

Dear Sirs,
I felt compelled to write to you in order to express my gratitude for the way my recent claim was handled. Having been the unfortunate victim of a house break in resulting in my car keys and car being stolen (just before Christmas), to be frank I was dreading what I expected to be a long drawn out and complicated claims process. This being (thankfully) my first such experience in over 30 years of driving I was also wary of the "small print".
The process was straightforward, your staff being easy to contact (thanks to Paul Scott), swift in their responses and sympathetic to the situation in which I found myself. From the break in to your settlement was less than a week and a big weight of my mind especially at this time of year.
So pleased that I rejected the dealers inflated GAP insurance in favour of yours. I can honestly say that this was the best £163 that I have ever spent. You fully deserve your 5 star defaqto rating.
Yours thankfully

Mark Gregory

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Verified Claim Review
Published 23 November 2016

Worthwhile protection

I have taken out GAP cover with ALA several times over the years. When my car was written off this summer, the process of making a claim was efficiently handled and the payout made all the difference in obtaining a replacement vehicle. I would recommend ALA to any driver.


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Verified Claim Review
Published 22 November 2016

Good quality GAP insurance, no reservations

Once all paperwork was complete the payment process and customer service was quick and efficient through MB&G.

Some help was required from my fianance company to complete the paperwork but all questions were fair and justified.


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