Help & Support

Frequently Asked Questions

How do I make a claim?

The most efficient way to make a claim is to log into your online Insurance Account and check the “Make a Claim” section. We have tried to personalise your claims section, so it is relevant to the policy you have bought.

With some policies there is a direct claims number available, which is shown in this section, sometimes it is quicker for you to report a claim by answering a couple of questions online and we will get the right claims team to contact you within 30 minutes. Check out the “Make a claim” section in your online Insurance Account to see what is available for you.

There is also claims contact information relating to the inclusive extras or optional extras that relate to the policy you bought, all of the information relevant to you is stored in the Make a Claim section so it is easy for you to make a claim.

How do I renew my policy?

Most of our policies can now be renewed automatically or online.

Log into your online Insurance Account and review your preferences, this section will allow you to update your preference for automatic renewal. Automatic renewal offers protection to you so that you don’t need to worry about making sure you still have cover.

We will send your renewal invite to your online Insurance Account a couple of weeks prior to the renewal date of your policy. We will then email you to advise you your renewal is ready for you, you can log in and view all your renewal invite documents, see what cover applies to you and see what optional extra’s are available.

You can pay for your renewal in your online Insurance Account, stop the renewal from happening if you choose to go elsewhere and swap your payment method to pay in full or by instalments.

If you have opted into automatic renewal you can still access your renewal invite in the online Insurance Account, the only difference is we stop allowing you to make changes 11 days prior to renewal as we start our automated processes. You can still opt out of renewing altogether if needed or chat to one of our live chat agents to make other changes to your renewal.

Once the renewal has been processed we will send your new document for the next year to your online Insurance Account for your safekeeping.

How do I make changes to my policy?

The easiest way to make a change to your policy is in your online Insurance Account. There is a section in your account “Make Policy Changes”, from here you can click through and update your details to obtain a quotation for the change.

Changes can only be made for the future and cannot be backdated, the details you request to change will be sent in to our experienced customer support team and they will notify you when your quote is available, this usually takes less than an hour during business hours.

If you are opted in for notifications you will receive a notification when the quote is available, and you will get an email advising you to log into your Insurance Account.

If you need immediate cover, the quickest way to contact us is using the Live Chat service during business hours.

How do I change my contact details and preferences?

You can update your contact information, marketing and renewal preferences in your online Insurance Account.

There is a section named “Your profile”, where you can change your telephone numbers, email address and password.

There is a section named “Your preferences”, where you can change your marketing preferences and opt into and out of automatic renewal.

How do I register for the online Insurance Account?

When you purchase a policy through us we will send your documents to your online Insurance Account and send an email to you with a link advising you to register for your account.

You just need to click through the registration link and decide on a password. All passwords need to be at least 10 characters long, have a mixture of numerical and alphabetic characters and upper and lower case.

Once you have registered for your account you can log in to view your policy documents. You can access your account using the log in options on our website.

We would recommend that once you have registered you download our App from either the Appstore or Google Playstore so that you can access your account easily and your device can retain your log in credentials to make it even quicker.

How do I send you my information or documents?

We validate every policy purchased with us, in some cases we might need you to provide extra information or proof to ensure the policy you have purchased is right for you. We only do this if we are unable to establish information another way, we know this can be inconvenient, but it can make the difference between a claim being paid out or not at a later date.

If we have asked you to provide more information then we will notify you by email and SMS. When you log into your online Insurance Account you will see what documents are needed and the easiest way to get them to us, in most cases we ask you to email them to us.

If you don’t provide the documents that we ask for it can result in the cancellation of your policy.

How do I cancel my policy?

The easiest way to cancel your policy is in your online Insurance Account. We would recommend before cancelling you should check your policy wording and our terms and conditions as these documents will outline the charges involved when cancelling.

If you still need to cancel your policy then there is a section in your online Insurance Account called “Request Cancellation”. If you completed the information needed and then click to cancel your policy we will process your request as soon as possible.

Once your policy has been cancelled then you will no longer be able to see the documents in your online Insurance Account, but we will send you confirmation by email outlining the cancellation of your policy and all the charges that have been applied.

How do I reset my password?

If you need to reset the password to your online Insurance Account, just go to the log in page and click “Don’t remember your password?”. You just need to input the email address you used to purchase your policy and register your account originally and click Submit. We will then email you a new secure link which allows you to update your password.