- Experiencing Financial Difficulty?
If you are experiencing financial difficulty because of the current coronavirus situation, please call our customer service team on 03332 205 445 to see what options are available to you.
- What number should I call to make a claim?
To make a claim, please call 0345 5280 197 and one of our claims advisors will help you.
- How do I register for my portal?
You need to ensure that you are using the same email address that you have provided on your policy.
Once you have filled in your information, you will receive an activation email from us to proceed with logging into your account.
You also need to ensure that Postcode, Date of Birth and Web reference coincide with what is stated on your policy.
You will be able to find your Web reference number on the Welcome Email that we sent to you when you purchased your policy.
You can register for your online account using this link Register here.
- I have forgotten my security questions, what should I do?
If you have forgotten your security questions when attempting to reset your account details, please call us on 03332 205445 and we can reset this for you.
- I have forgotten my password, what should I do?
If you have forgotten your password to access your online account, please use the ‘Forgotten your password’ link on the login page of your online portal.
You will need to ensure that you are using the same email address and Postcode as provided on your policy.
You will need to answer your security questions to receive a Password Reset link to your email.
You can reset your password using this link here.
- How do I send my documents?
In order to send your documents to us, please log in to your online portal. Here you will be able to use the ‘Upload Your Documents’ button to upload the requested documents.
Please ensure that you are following the steps displayed on your portal to upload your documents.
- Where do I get my web reference number from?
To find your web reference number, you will need to read the Welcome Email we sent to you when your first purchased your policy. The web reference number is located at the top of this email.
- I have not received a call before my policy was cancelled?
We will always aim to communicate through your chosen method of communication from us, whether this be Email or Post.
- Does my policy cover driving other cars?
In order to see whether you are covered for driving other cars, you will need to check your Schedule and/or Certificate that was sent to you when you purchased the policy.
- Premium Credit – payment/amendment queries
If you are wanting to discuss your payments, please contact Premium Credit Ltd on 0344 736 9836. If you have received any correspondance from Premium Credit Ltd, please look to contact them first to discuss the matter before contacting us.
- Can I use my no claims discount on more than one policy/vehicle?
You are unable to use your No Claims Discount on more than one policy/vehicle, as this can only be used for one active policy at a time.
- Why do we need to know about a gap in cover?
We need to be informed of any gap in cover you may have had to conform with the Continuous Insurance Enforcement Law. You can find out more information here.
- Why would I need to SORN my vehicle if it is on my driveway?
You will need to SORN your vehicle to ensure that you are able to stop taxing and insuring the vehicle.
You must make a SORN in any of the following situations:
– Your vehicle isn’t taxed
– Your vehicle isn’t insured (even for a short time, for example because there’s a delay renewing your policy)
– You want to break a vehicle down for parts before you scrap it
– You buy or receive a vehicle and want to keep it off the road (you can’t transfer a SORN from the previous keeper).
- Can I have a receipt or invoice for what I have paid?
We do not issue receipts or invoices in regards to any payments that have been made to us. There is no VAT charged on an insurance policy.
- Do you offer multi vehicle policies?
We currently do not offer multi vehicle policies, but we do offer a range of mirrored no claims bonus schemes.
- Do I have a cooling off period of 14 days to cancel my policy?
You are entitled to a cooling off period of 14 days, however Terms and Conditions apply. To find out more, click here.
- I am unable to amend my current registration number to a cherished/private plate on the portal?
If you want to change your vehicle registration number on your online account, you will need to ensure that the registration number has been registered with the DVLA.
If you have not yet registered your new registration number, you will need to contact us on 03332 205445 and we will amend this for you.
- Can I put my insurance on hold whilst I am away/not using the vehicle?
You are unable to place your insurance policy on hold with us if you are away or not using your vehicle. The policy that is provided to you is an annual term (12 month term) policy, therefore meaning that we will provide you with the policy for a total amount of 12 months until your policy end date.
You are able to cancel the policy with us if necessary, however this will incur fees that will be charged to you.
- How do I get my proof of no claims bonus?
In order to get your Proof of NCB from us, we can send you an email stating the amount of NCB years that you have or we are able to send you a Proof of NCB letter to your address.
If your policy is due for renewal, you will automatically be sent a copy of your Proof of NCB. We are only able to provide your Proof of NCB when your policy has ended/due for renewal.
- When can I expect to receive a renewal price?
We will look to send you a renewal price 21 days before your policy is due to end. This will be sent to you in a letter to your address and you will receive an email from us advising that your policy is due for renewal.
If you are aware that your policy is coming to an end and you have not received any correspondence from us, please call us on 03332 205 445 and we will arrange this for you.
- Why is my vehicle not appearing as insured on the Motor Insurance Database?
Please allow 72 hours for your vehicle to show on askMID. This allows for the database to be updated to show your vehicle as being insured.
PLEASE NOTE: If the start date of your policy is in the future, your vehicle will not appear on askMID as insured until that date.
- Where can I find my Legal Expenses Cover contact number?
If you are wanting to make a claim with your Legal Expenses cover, please call 0800 1300 442.
- Where can I find my Excess Protection contact number?
If you are wanting to make a claim with your excess protection cover, the contact number is stated within your policy wording.
If your insurance policy start date was before the 02/09/2018, please call 0844 324 8420.
If your insurance policy start date was after the 02/09/2018, please call 0203 503 0500.
You may be asked to provide your scheme code which can be found within your policy wording.
- Where can I find my Replacement Hire Vehicle contact number?
If you are wanting to make a claim with your replacement hire vehicle cover, the contact number is stated within your policy wording.
If your insurance policy start dtae was before the 01/09/2019, please call 0800 073 3091.
If your insurance policy start date was on or after the 01/09/2019, please call 0345 543 9931.
- Where can I find my Key Cover contact number?
If you are wanting to make a claim with your key cover, please call 0203 794 9309.
- Where can I find my Licence Defence contact number?
If you are wanting to make a claim with Licence Defence, the contact number is stated within your policy wording. Please call 0330 024 1727 and quote “Licence Defence”.
- Where can I find my Tools In Transit Cover contact number?
If you are wanting to make a claim under your tools in transit cover, the contact number can be found within your policy wording.
If your insurance policy start date was before the 31/10/2018, please call 0344 893 1022.
If your insurance policy start date was on or after the 01/11/2018, please call 0203 794 9305.
If your insurance policy start date was on or after the 17/06/2019, please call 0203 794 9305.
- Where can I find my Breakdown Cover contact number?
If you find yourself in the unfortunate circumstance of your vehicle breaking down, you can always call the 24 hour Breakdown Control Centre on 01245 408 492 or 0330 123 0724. Please ensure that you have the following information available:
- The document number and the person named as ‘the insured’ in the policy schedule.
- The phone number you are calling from.
- The vehicle details such as registration number, make, model, colour, transmission type etc.
- The location of the broken down vehicle, including road numbers or names and landmarks.
- Any vehicle modifications which may be relevant to the recovery of the vehicle.
The contact number for your Breakdown Cover is also available within your policy wording.