Car insurance existing customers

Can't find your documents?

If you chose to have your documents emailed, they would've come from the email address [email protected]

Still can't find them? We've got you covered...

Log in or register for our online account

Great news! You can now view your documents all in one place 24/7. Simply log in or register for your account by visiting our page. 

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

You can get any of our documents in Braille, large print or audio by contacting us.

• Our terms and conditions (PDF, 389KB)
• Cover and limits (PDF, 269KB)
• Car insurance product information document (PDF, 93KB)
• Motor legal expenses (PDF, 112KB)
• LV= Breakdown policy document (PDF, 265KB)
• How we use your personal information

Change your car

Good news! If you want to change your car, you can now do this online.

Any other changes?

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

• If you bought your car insurance before 22/11/2022 then please call: 0330 678 5222
• If you bought your car insurance on or after 22/11/2022 then please 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 will 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 and renewal date. 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 or talk to us about your policy, just give us a call:

• If you bought your car insurance before 22/11/2022 then please call: 0330 678 5222
• If you bought your car insurance on or after 22/11/2022 then please 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 will 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

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.

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 and renewal date. 

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.

If you’d like to register or log into your account, simply visit our page

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

From abroad: +44 1689 898603

Available 24 hours a day, 7 days a week

Calls will 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

Safety guide to vehicle repairs and breakdowns during COVID-19

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