Car and Home Insurance upgrade FAQs

We’re upgrading our technology to make things faster, safer and easier for you. After the upgrade, you’ll have a better experience when you manage your policy online or get in touch with us.

We’ll be upgrading our Car and Home Insurance systems from 7pm on Friday 7 November to 8am on Monday 10 November.

During the upgrade, you won’t be able to do any of the following for Car and Home Insurance:

Yes. Our claims contact centre will still be open. If you need to tell us about a new claim, please call us on 0345 677 3377.

The claims team won’t be able to help you with any other queries. For anything else, please wait until our services are back to normal at 8am on Monday 10 November.

If your policy’s due to renew on 8 or 9 November, please renew it before the upgrade begins at 7pm on Friday 7 November. You won’t be able to renew your policy online or by phone during the upgrade.

You’ll be able to make changes to your policy after the upgrade, from 8am on Monday 10 November. Just sign into Your Insurance Account. or phone our customer service team.

If you’re collecting a new car on 8 or 9 November, you can update your policy with the details before then. You can do that online in Your Insurance Account or you can call us. But you’ll need to do it before the upgrade begins at 7pm on 7 November.

If you can’t update your policy in advance, and you need cover on the day, please check with the garage or dealership. They might be able to offer you temporary, drive-away insurance. And then you can update your policy on Monday 10 November.

Absolutely. We’re investing in technology that improves both performance and security. Our customers should have a smoother and safer experience as a result.

If you need to talk to us about a new claim, please call our Home or Car Insurance claims team:

0345 677 3377*

Lines are open Monday to Friday 8am-8pm, Saturday and Sunday 9am-2pm.

The claims team won’t be able to help you with any other queries. For anything else, please wait until our services are back to normal at 8am on Monday 10 November.

Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.