Help Station

Our aim is to get your insurance documents to you as soon as possible. We encourage our customers to receive them electronically which helps to save paper, save trees and helps our environment!

Your documents will be emailed to you by the end of the next working day. Please ensure you have provided us with the correct email address. Also remember to check your spam or junk folder.

However, if you prefer, we can send your documents to you by post. Please allow up to 7 working days for your documentation to arrive. If you have not received your documents, please contact our Customer Services team on 0330 127 4500 and select option 4.

Once you have received your insurance documents, please take the time to read through the information carefully. If anything is missing or incorrect, please let us know immediately as this could result in a claim not being paid.

Don’t assume that you are covered to drive someone else’s car. If you’re found to be driving someone else’s car when your insurance doesn’t cover you, you could face points on your licence.

Check your policy certificate and read this in conjunction with your policy booklet to see if this cover is included. Alternatively, you can call our Customer Service team on 0330 127 4500 and select option 4 for advice. Our opening hours are:

If your insurance policy allows you to drive other cars – Cover is limited to Third Party Only. The policy holder may only drive other private motor cars not owned by themselves or hired to them under a rental, hire purchase or lease agreement.  Restrictions may apply.  Refer to policy documents for full details

When you insure your car, you need to tell your insurer what you will be using it for, so you can make sure you’re correctly covered in the event of a claim. Below are some examples for the different levels for class of use:

Social, domestic and pleasure (SDP)

This covers normal day-to-day driving such as shopping, visiting friends and going on day trips. It doesn’t include cover for commuting to a place of work, or anything to do with employment or business.

Social, domestic, pleasure and commuting (SDP+C)

In addition to providing cover for Social, Domestic and Pleasure purposes, cover is also provided for the policyholder driving to and from one permanent place of work or study.

This also provides cover if you use the vehicle for part of the journey, for example driving to the train station as part of your onward journey to work.  

Business Class 1

Provides cover for driving in connection with their business or that of their employer, to multiple places of work.  This is for the policyholder or spouse named on the policy.

Use in connection with commercial travelling, hire and reward and motor trade are excluded.

Business Class 2

Same as Business Class 1, but also provides cover for the named driver for travelling to different places of work for the business of the policyholder. For example, a small business owned by the policyholder where the vehicle is driven by an employee.

Use in connection with commercial travelling, hire and reward and motor trade are excluded.

Business Class 3

Customers who use the vehicle for commercial purposes such as door to door sales, or for delivering parcels. Unfortunately, our policies do not offer cover for this class of use.

Adding business use could affect the premium as generally you’ll be driving more miles, during in busy periods and potentially on unfamiliar roads.

If you are unsure whether you need to add business use or not, give our Adjustments team a call on 0330 127 4500 and select option 3.

Hire and Reward

This allows the vehicle to be used for carrying other people, or goods in return for payment.

Hire and reward is essential for couriers, hauliers, taxi drivers, furniture removers and anyone who carries people or the property of others in exchange for a fee.

If you wish to cancel your policy, then you will need to contact our Customer Services team on 0330 127 4500 and select option 4. Our opening hours are:

Alternatively, please complete the online Cancellation Request Form.

For more information, see our Terms of Business Agreement.

One option is to pay for your insurance in full by debit or credit card. We don’t charge you any fees for payment by credit or debit card. Please note we do not accept American Express.

Alternatively, you could pay your insurance by Direct Debit through our third-party finance provider. This means you may pay a deposit (if applicable) and pay the rest over monthly instalments.

If you select to pay by instalments, it’s important that you are comfortable you can meet the number and cost of your monthly payments. Paying by instalments will be more expensive compared to paying in full. Other finance options may be available with other providers at a lower cost.

Some learner drivers feel more comfortable practising their driving skills in their own car rather than someone else’s. You can take your driving test in your own car providing it meets certain rules. For more information, see Driving test in your own car.

Once you pass your test, you must contact us straight away so we can update your policy, otherwise you won’t be insured to drive the vehicle home from the test centre.