Due to the current global situation with Coronavirus, we have taken measures to keep our staff safe during this uncertain time. This means that we have reduced staff available to take your calls, but don’t worry – there are still plenty of other ways that you can get in touch with us.
If you'd like to speak to someone about your monthly direct debits, click here.
Go to your online account
If you need to check something with your policy or make a change to your details, you can access your policy wording, documents and make changes via your online account. Any changes you make on your online account won’t be subject to the £35 policy change fee that applies for changes made over the phone.
Click here to log on.
Send us a Facebook message
You can get in touch with us using Facebook messenger. To do this, you’ll need to be logged into a Facebook account.
We’ll reply to any messages we receive as soon as possible. You don’t need to worry about sitting around for a response – you can go about your day and come back to the conversation whenever you’re ready. To help answer your queries as quickly as we can, we have additional staff ready to help you via messenger.
Click here to send us a message.
Send us an email
If you don’t have a Facebook account to send us a message, you can also get in touch with us by sending an email to firstname.lastname@example.org with any questions that you might have about your policy. We’ll try to respond to you as soon as we can, but please bear with us as we’re receiving a large number of queries at the moment.
You can still contact us by telephone, but you may experience long wait times due to us having reduced call capacity because of the Coronavirus outbreak. We’re here 8am to 6pm Monday to Friday, 9am to 5pm Saturday and we’re closed on Sunday. If you’d like to call, click here to go to our Contact Us page, where you’ll find all of the numbers you’ll need.
Who should I call if I have a claim?
Should you need them, our claims helpline and theft recovery teams are here, 24 hours a day (just in case!). You can call our claims helpline on 0800 008 6709. Please note that any claims you make will be handled by your insurer rather than us, so the majority of your contact after you make a claim will be with them. You can find out who your insurer is by checking your policy documents. However, our helpline is available whenever you need it to offer assistance.
If you have a black box and want your car to be tracked in the event of theft, you can also call our theft recovery team:
- If you purchased your policy on or before 28th June 2016 and haven't since made a change of vehicle, please contact us on 02392 242 385.
- If you purchased your policy or made a change of vehicle on your policy on or after 29th June 2016, please contact us on 0333 202 0001.
Who should I call if I breakdown?
If you have purchased RAC breakdown cover as an optional extra to your policy and breakdown, you can call 0330 159 0251 to arrange rescue or recovery. For more info on RAC breakdown, please click here.
Who should I call for installation of my black box?
Due to the recent outbreak of Coronavirus, all professional box installations are currently suspended. This is to protect our customers, as well as the engineers. Don’t worry, if you haven’t had your box installed yet, you can still drive your vehicle without your black box for now. Your installation company will be in touch about installing your box as soon as it’s safe to do so.
If you have a pro-install box policy, we have a team of engineers who will install this for you. In most cases, one of our approved engineers will call you to organise an appointment for your box to be fitted – however, should you need to contact them to confirm or rearrange an appointment, you will need to check your welcome email to find out which company will be installing your box. If your company is RS Fleet, you can call them on 0121 332 1226 (8am – 8pm Monday to Thursday, 8am to 6pm Friday and Saturday, and 9am to 5pm Sunday). If it’s Diareyes, you can call them on 01767 684 687 (8am – 8pm Monday to Thursday, 8am to 6pm Friday and Saturday, and 9am to 5pm Sunday).
Who should I contact about my direct debit?
If you pay monthly for your insurance, you will have a direct debit agreement set up with our finance provider Close Brothers Premium Finance. If you need to make a payment on a missed direct debit or have any queries about your monthly instalments, please contact them on 0333 321 8566 (open 24 hours a day, seven days a week). You can also click here to log on or register to use the Close Brothers Premium Finance Online Portal.
Who do I contact about debt?
In some cases, we may have to pass debt onto our dedicated credit control department. Should you need to contact credit control regarding your debt, please call 02034370332 (8am – 8pm everyday).
Should the debt remain outstanding, it may be passed onto a debt collection agency. You may receive communications from this agency should your debt be passed on.
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