First directory

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First Directory Policy Terms and Conditions

First Directory Closure Information

Why are you closing my First Directory insurance policy?

First Directory hasn’t been available to new customers since 2020. Following a recent review of what we offer our customers, we’ve made the difficult decision to close First Directory on 31 July 2026. We will extend your cover with some changes at no cost to you until 31 October 2026. This cover will not be available if you stop being eligible or First Directory is closed before 31 July 2026.

Why didn’t you tell me that my policy is ending sooner?

What will be covered?

Your cover will continue as normal up to and including 31 July 2026.

There are some changes to your cover after this date shown in the table below:

What's covered	Whats' not covered
Trips booked up to and including 31 July 2026 and started up to and including 31 October 2026 Mobile phones up to and including 31 October 2026 (if purchased on or before 31 July 2026) Motor breakdown up to and including 31 October 2026	Trips booked after 31 July 2026 Trips starting after 31 October 2026 Mobile phones purchased after 31 July 2026

*subject to current terms & conditions – please refer to the Insurance Product Information Document and policy wording for full details of cover and all applicable exclusions.

When will my last payment for First Directory be taken?

How can I get alternative cover?

We at first direct don’t currently offer any similar insurance cover. However, you can visit MoneyHelper at moneyhelper.org.uk Opens an overlay [Will show a security message first] for free, impartial advice that’s backed by the UK Government.

If you’re looking to find alternative travel insurance, you can get free, impartial advice from the British Insurance Brokers’ Association (BIBA). BIBA can link you to an insurance broker who can do the shopping around for you for many types of insurance. Visit biba.org.uk/find-insurance Opens an overlay [Will show a security message first] or you can call them on 0370 950 1790. Lines are open 9am – 5.30pm Monday to Friday. Alternatively, you can find many types of insurance by searching online or via price comparison websites.

How can I close First Directory?

Will my first direct 1st Account remain open?

Travel insurance closure FAQs

I will turn 70 before 31 October 2026. When will my cover end?

If you hold First Directory by yourself, then we’ll close it when you reach 70.

If this happens after 31 July 2026 and before 31 October 2026, then your extended cover will end on the day you turn 70.

If this happens before 31 July 2026, then First Directory will close at that point and you won’t be eligible for any further cover under it.

If you hold First Directory with another person, then we’ll close it when you’ve both reached 70. Whilst you’re 70 or older, you won’t benefit from the Travel Insurance element of your policy.

If this happens after 31 July 2026 and before 31 October 2026, then your extended cover will end once you both turn 70.

If this happens before 31 July 2026, then First Directory will close at that point and you won’t be eligible for any further cover under it.

What happens if my trip starts before 31 October 2026 but I don't return until after this date?

If you still meet eligibility requirements, you will continue to be covered if you left for your trip before 31 October 2026. This trip will be covered until you return home, subject to the terms & conditions of your policy.

What happens if I turn 70 during a trip?

If you still meet eligibility requirements, you will continue to be covered if you left for your trip before you turned 70. This trip will be covered until you return home, subject to the terms & conditions of your policy.

What happens if I still have an insurance claim being processed?

All claims will continue to be processed as normal in line with your policy terms and conditions.

Can I still make a claim after my policy has ended?

You should make any claims as soon as possible, but you can still raise a claim after your cover ends, provided the event was within the cover period and you do so within a reasonable timeframe.

Worldwide Travel Insurance with Aviva

What's covered?

Emergency medical treatment abroad and repatriation
Unexpected costs such as Travel Disruption, Missed Transport and Emergency Travel Documents
Winter Sports cover up to 31 days in any calendar year
Cancelling a pre booked trip or coming home early for reasons listed in the T&Cs
Personal Belongings for baggage taken on the trip
Business travel for non-manual work such as admin, meetings and conferences

Please check Foreign, Commonwealth & Development Office advice before you book any travel. If there are travel restrictions in place for your destination when you book your trip or open this account (whichever happens later), you won’t be covered for cancelling or coming home early.

How do I make a claim?

24-hour Medical Emergency Assistance helpline

From the UK: 08000 517 464

From abroad: +44 (0)1603 605 128

If your claim does not require urgent medical attention you can contact Aviva and make a claim online or by calling 08000 517 467 from the UK or +44 (0)1603 605125 from abroad.

Important information

Please refer to the Insurance Product Information Document and policy wording for full details of cover and all applicable exclusions.

Worldwide Travel Insurance policy wording (PDF)

Worldwide Travel Insurance Product Information Document (PDF)

Latest travel information

Motor Breakdown Assistance with the RAC

What's covered?

you as a driver or passenger in an eligible vehicle
breakdowns at home or on the road in the UK and Europe
emergency roadside repairs or recovery to a single destination of your choice within the UK
onward travel in the UK if your vehicle cannot be repaired on the same day

What's not covered?

the cost of labour and/or parts at any garage where the vehicle is taken
if your vehicle is being used for commercial or business purposes
motorcycles
breakdowns which occur after the first 90 days of a trip to Europe

How do I make a claim?

If you need to use this cover you can report online Opens an overlay [Will show a security message first], via the myRAC app Opens an overlay [Will show a security message first] or call 0800 046 8311 if in the UK or +44 1603 606 385 in Europe.

Important information

Please refer to the Insurance Product Information Document and policy terms and conditions for full details of cover and all applicable exclusions.

Motor Breakdown Assistance policy booklet (PDF)

Motor Breakdown Assistance Insurance Product Information Document (PDF)

In some circumstances, you may need to pay for a service that is covered under your policy yourself, such as paying for a taxi, and claim this back from the RAC, as stated in your policy terms and conditions.

You can use this form to request reimbursement from the RAC - please note this must be requested within 90 days of your breakdown:

RAC reimbursement form (PDF)

First Directory Motor Breakdown Assistance is provided by RAC Motoring Services and RAC Insurance Limited and administered by Aviva Insurance Limited.

Mobile Phone Insurance with Aviva

What's covered?

Worldwide cover for your mobile phone against loss, theft, breakdown (outside of warranty) or accidental damage.
no upper claim value limit
excess payable of £50 for repair, £75 for replacement.
Up to 2 claims per First Directory holder per policy year.
Claims are settled by repairing or replacing the phone. Replacement phones are refurbished models.

What's not covered?

loss or theft claims where your phone was knowingly put at risk
phones owned by an employer or business
cosmetic damage
any information stored on your phone, such as music or photos.

How do I register my mobile phone or make a claim?

You can register your mobile phones and make a claim to replace a mobile phone that has been lost, stolen, damaged or broken down (outside of warranty), online using the links below:

Make a claim

Alternatively you can call Likewize on the following numbers:

From the UK: 0800 046 8310

From abroad: +44 1603 606 382

Important information

Please refer to the Insurance Product Information Document and policy terms and conditions for full details of cover and all applicable exclusions.

Mobile Phone Insurance policy booklet (PDF)

Mobile Phone Insurance Product Information Document (PDF)

First Directory Mobile Phone Insurance is underwritten by Aviva Insurance Limited and administered by Likewize.

Travel Insurance Support - Middle East

Who should I contact first if stranded or travel is disrupted?

Should I register my presence abroad with the government?

What if my airline, travel provider, or tour operator or provider can’t help?

Does insurance cover extra accommodation or food while waiting for a rescheduled flight?

If costs are not recoverable from your airline contact Aviva ensuring you keep all receipts and evidence of denied refunds. We are working with Aviva to ensure we offer as much help and support as possible. Please contact the Aviva claims team directly (see contact numbers below) for any additional support and guidance you require.

How do I make a claim?

My flight has been cancelled, and I no longer wish to travel. What are my options?

Is medical assistance covered?

Yes, if you did not travel against FCDO or medical advice. Seek local emergency help first, then call the medical helpline (see below contact number table).

What if my flight is delayed?

What if I can’t return when I originally planned?

What if the FCDO advises against travel after I’ve booked?

Is there cover if I travel against FCDO advice?

What if I’m travelling/transiting through the Middle East?

If my flight is rerouted, am I covered for extra expenses?

How do I arrange a replacement flight?

I’m stuck in the middle east and looking to get home to the UK

You should first take reasonable steps to resolve the issue with your airline or tour operator. If you can’t resolve the issue this way, then you should contact Aviva.

If you can’t contact your travel provider, you’ll need to provide Aviva with relevant evidence such as a brief timeline of events and copies of emails, social media messages, or other correspondence showing you’ve made reasonable efforts to resolve the matter directly.
If you’re looking at alternative options, including booking your own flights, contact Aviva to discuss your circumstances prior to booking any travel.

Does the war exclusion apply?

Travel insurance policies underwritten by Aviva contain an exclusion for war, which still applies.

However, we wish to support customers who are stranded abroad or who have pre-booked trips which cannot take place or be rearranged whose costs cannot be recovered elsewhere.

Aviva will consider claims on a case-by-case basis if you are unable to recover costs from your airline, travel operator or other recovery scheme.

Claims & Assistance Contact Numbers

24/7 Medical Emergency

Travel Claims

First Directory

08000 517464 from the UK

(0044) 1603 605128 from abroad

08000 517467 from the UK

(0044) 1603 605125 from abroad

24/7 Medical Emergency