Existing car customers

Can't find your documents?

If you receive your documents by email, they will have come from [email protected]

While we update our systems for the next few months, you may notice some documents aren’t showing in your account. If that happens, please use the documents received by email or post instead - sorry for any inconvenience. If you need to request your documents again, please visit our car live chat page.

Didn't find what you were looking for? These documents might help...

You can get these and other documents from us in braille, large print or audio by sending us an email.

• Our terms and conditions (PDF, 302KB)
• Cover and limits (PDF, 278KB)
• Car insurance product information document (PDF, 304KB)
• Motor legal expenses (PDF, 129KB)
• Breakdown policy document (PDF, 328KB)
• How we use your personal information

More and more customers are making changes themselves quickly and easily online.

You can even change your vehicle and add or remove a driver – without the usual £15 admin fee.

If you’re new to all this, let’s help set up your account.

Already registered your online account? Log in to LV=.

What changes can I make myself online?

1. Change the vehicle on your policy
2. Add or remove a driver
3. Change your registration number
4. Make a missed payment
5. Update your Direct Debit payment details
6. Update your cover / mileage / usage
7. Change your excess
8. Change the main driver
9. Change the legal owner or registered keeper
10. Update previous claims and convictions

Any other changes?

If you need a hand making any other changes to your policy or personal details, just ask.

• Call us on 0330 678 5111

Mon to Fri 8am - 8pm
Sat and bank holidays 9am - 5pm
Sun 10am  - 4pm
For Text Phone first dial 18001
Calls may be recorded

Want to cancel your renewal?

If you'd like to cancel your renewal, you can use our online services to do this up to 4 working days before your cover is due to end.

You’ll be taken to our renewals page where you can access your policy using the policy number. Don't worry if you see reference to ‘payment’, this is just the first step of the process - you won’t pay anything to cancel your renewal. 

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Renew online if you don't need to make any changes to your policy

• Our online process is quick, easy and secure
• All you need are your renewal documents and payment details to hand

Renew online

If you'd like to make changes just give us a call:

0330 678 5111

Mon to Fri 8am - 8pm
Sat and bank holidays 9am - 5pm
Sun 10am  - 4pm
For Text Phone first dial 18001
Calls may be recorded

If you've chosen to automatically renew

The renewal process 

Roughly three weeks before the renewal date of your car insurance policy, we'll send you a handy pack with all the details on how to renew your policy.

The pack will include a schedule summarising:

• The cover and price of your policy
• Details of the car(s) insured
• Who can drive the car(s)
• Details of any optional extras you've chosen
• Schedule with details of your and any named drivers' driving history

Check this carefully as we'll base your renewal offer on this information.

More information about renewing

Our promise

We’ll make sure your renewal price is the same or cheaper than if you were a new customer with like-for-like cover from us. 

If your renewal premium is higher than last year, visit our renewal explained page for more information.

Looking to cancel your automatic renewal?

My renewal date is in 30 days or less

You can use our online tool to cancel up until four working days before your renewal date. 

You’ll be taken to our renewals page where you can access your policy using the policy number. 

Don't worry if you see reference to ‘payment’, this is just the first step of the process - you won’t pay anything to cancel your renewal. 

My renewal date is more than 30 days away

• You can cancel your renewal by speaking to one of our live chat team. If we're available to chat, you'll see a green 'chat now' button in the bottom right of the screen. Give it a click and we'll get started.

• If we're not available then simply fill out our online automatic renewal cancellation form and we’ll do the rest!

Loyalty matters

We’ll make sure your renewal price is the same or cheaper than if you were a new customer with like-for-like cover from us. Find out how our renewal pricing works.

Once you’ve registered your account, you can log in to view policy information and even make some changes yourself!

For example, you’ll be able change your vehicle and add or remove a driver – without the usual £15 admin fee.

If you’re new to all this, let’s help set up your account.

Already registered your online account? Log in to LV=.

What changes can I make myself online?

1. Change the vehicle on your policy
2. Add or remove a driver
3. Change your registration number
4. Make a missed payment
5. Update your Direct Debit payment details
6. Update your cover / mileage / usage
7. Change your excess
8. Change the main driver
9. Change the legal owner or registered keeper
10. Update previous claims and convictions

To cancel your car insurance policy, give us a call: 0330 678 5111

If you have a multi car policy, we can remove the car without having to cancel the whole policy.

Before the start date

• You can cancel any time before your start date without charge.

In the first 14 days of your cover (cooling-off period):

• You have 14 days from the start of your insurance to decide if you’re happy with the policy.
• If you cancel within these 14 days, we’ll refund any money you’ve paid, minus a charge for the time you’ve been covered, even if you’ve made a claim.

After 14 days of cover:

• You can still cancel your insurance but there’s a £40 cancellation fee.
• If you haven’t claimed, you’ll get a refund minus the cost for the time you’ve been covered.
• If you’ve made a claim, you won’t get a refund and if you pay monthly, you’ll need to pay the full balance of your annual premium.

Lines are open:

Mon to Fri 8am - 8pm
Sat and bank holidays 9am - 5pm
Sun 10am - 4pm

For Text Phone first dial 18001
Calls may be recorded.

Windscreen or glass claim:

There's no need to contact us - you can get in touch with our recommended windscreen provider directly. And you don't even need your policy number to book!

Windscreen claims don't affect your no claim discount. For example, if you get a chip in your windscreen and it needs to be repaired or replaced, you'll have to pay an excess - but you won't lose any of your NCD. You can find your windscreen excess in your policy documents.

Book an appointment

Or call: 0330 678 5590

For any other car claim:

• If you've been involved in a car accident, make sure you're safe before getting in touch. Your claim doesn't have to be reported immediately if you don't feel safe or comfortable.
• Have your registration number or policy number and any documents to hand
• If your car is stolen report it to the police first and get a crime reference number (you'll need this when you call to claim)
• Give us as much information as you can, including if any other vehicles, people or property were involved

To make a claim, please call:

 0330 678 5550 

Available 24 hours a day, 7 days a week

Calls may be recorded. For Text Phone, first dial 18001.

Any questions about car claims? We've got you covered...

Read our guide to what you can and can’t claim for

How the claims process works

What to expect if your car is a total loss

What to expect if your car is repairable

What to expect if you have a hire car

Get updates on an existing claim

Clarify the difference between a non-fault and fault claim

Have you broken down?