Frequently Asked Questions

You can reset your password at any time by clicking on the forgotten password link on the log in page. The username to your online account is usually your email address. If you can't remember your username contact us on the Webchat facility and we can remind you of this.

It's important to protect your personal information, especially when stored online. Most websites ask you to do this by choosing a password. Unfortunately, if your password is 'weak' it can be guessed by other people or computers and your account may not be protected. 

Take a look at our helpful tips on creating a strong password. 

If you’re no longer interested in hearing about our products, services and competitions, simply follow the unsubscribe link at the bottom of our emails.

This will remove you from all our mailing lists until you opt-in again.

When setting your password for Endsleigh’s online account, you must include at least one number, one capital letter and one alphanumeric symbol. Your password must also be at least 8 digits long. You will see an error message if your password doesn’t meet the security requirements.

Why do I need to set a strong password?

It's important to protect your personal information, especially when stored online. Unfortunately if your password is 'weak' it can be guessed by other people or computers and your account may not be protected.

Take a look at our tips for creating a strong password.

Can I reset my password?

You can reset your password at any time by clicking on the forgotten password link on the log in page. The username to your online account is usually your email address. 

We know it can be annoying trying to think of a new, secure password so here are some tips:

Don't pick anything obvious
Names or words that are easily associated with you, things like favourite football clubs, makes of car, your own first name or surname, or celebrity names are typically weak passwords. Using dates and numbers that are special to you also makes it easier for people who know you to guess your password. We don't allow common words like 'Endsleigh' or 'Password' to be used.

Use a mix of capital letters, numbers and symbols
When you set up a new password, follow the password criteria on the screen but beware, a password like Password1 isn't strong even though it includes a mix of characters and an upper case letter, so we don't recommend this style of password. Using common patterns like replacing letters with similar shaped numbers is also a well-known trick that no longer delivers strong passwords. Consider putting upper case letters and random numbers in the middle of a word.

Try something new - a phrase
It can be surprisingly easy to pick a strong, memorable password. Try joining random words together in a phrase; 'summerfun_carrybike' is a much stronger password than 'm0nkeY!' Perhaps make a memorable sentence or story from the words or think about a line from a song, speech or movie you like, and don't be afraid to include spaces.

Don't re-use passwords
Even if you have a strong password, if you use it on more than one website there's a chance it can be exposed by less secure websites and used to hack into other accounts that you own.

Remembering multiple passwords
It can seem like a secure password is also one that is impossible to remember. If you feel like you just have too many passwords, we recommend using a password management tool - there are lots of apps available now.  Be sure to spend a few minutes checking out reviews before choosing the one that is right for you.

All of your policy documents are stored in your online account and are available to save and print whenever you need them. Click here to log in.

Once you are logged in you will be able to see your policy listed on your dashboard, click on this and it will bring up all of your documents relating to your policy.

When you set up your new policy, the default monthly payment date will be the same as your start date.

You have the option to specify a preferred payment date with Premium Credit Limited (via your online account or their contact centre), providing not more than 30 days lapses between one payment and the next. 

Premium Credit will confirm payment dates to you directly in writing.

If you wish to update your payment details or payment date, please contact Premium Credit Ltd directly on 0344 736 9814 or visit your online account.

If you have been asked to provide documents, such as your No Claims Bonus you have 10 days to provide this. If we do not receive it your policy could be cancelled. 

By email: This is the quickest and easiest way to send your documents to us. You can either send a copy of the document as an attachment or take a photo of it on your smartphone and attach it to an email together with your full name and policy number.

Email us at validations@endsleigh.co.uk

By post:  If you're unable to send your proof by email, you can send it to us in the post. However, please allow plenty of time for your document to reach us. Please send this to:

FREEPOST ENDSLEIGH

(please note that this is the full address and no stamp is needed)

You can also send any cheques to FREEPOST ENDSLEIGH. No stamp is required

If you have any other queries relating to your no claims bonus proof, call us on 0333 234 1552. Our lines are open Mon-Fri: 9am to 5pm, Sat: Closed; Sun: Closed

Our system is designed to automatically link your policies to your online account. If this hasn't happened there is a way in which you can manually add it yourself. Once you have logged in, click "Can’t see your policy? Find a missing policy online". This will then prompt you to enter your Policy Number and your Post Code, the system will then find your policy and add it to your online account.

We apply for the first payment on the renewal date and not before, this leaves time for you to let us know if you would like to make changes to your policy or do not require the cover for the coming 12 months. 

It can take between 5-10 working days after the renewal date to leave your account. Subsequent monthly instalments will revert to the usual date.

You can log in to your online account here.  To enable you to log onto your online account you will need your personal information and details of the insured product such as car registration and post code. 

Can I reset my password online?

You can reset your password at any time by clicking on the forgotten password link on the log in page. The username to your online account is usually your email address. 

It's important to protect your personal information, especially when stored online. Most websites ask you to do this by choosing a password. Unfortunately, if your password is 'weak' it can be guessed by other people or computers and your account may not be protected. 

If you need to change your cover details, you may be able to do this quickly and easily via your online account. It could even reduce your administration fee to make the change online.

You can access your online account here.

If you are unable to carry out your required change online, please call us on 0333 234 1552.

If you do not want your insurance policy to automatically renew, you'll need to contact us before your policy renewal date. Please contact us on 0333 234 1552 to discuss your renewal.

We offer our customers a convenient way to pay for their policy. Using our preferred provider, Premium Credit Limited (PCL), you have the option of setting up a Direct Debit facility. This means that you pay a deposit (if applicable) and pay the balance of your premium over equal monthly instalments.

About Premium Credit Limited (PCL)

We solely use PCL to provide finance to Endsleigh customers. We may receive a commission for introducing customers to them. Please note, any information we provide you with does not constitute advice or a personal recommendation. Your personal information and the bank details you provide to us will be passed to them and they will contact you via mail, email or text. Credit is subject to status and they may use a credit reference agency that leaves a record of the search, or other information about you, to carry out credit and anti-money laundering checks. PCL may also make credit assessments based upon any previous payment history you may have had with them.

1. Who is PCL?

PCL is Endsleigh’s chosen provider for its monthly payment facility. With more than 2 million customers, processing more than 25 million direct debits and £3.7 billion in advances through 4,000 intermediaries, PCL has been recognised as the number 1 Insurance Premium Finance Company in the UK and Ireland*. (*Source PCL website – December 2014)

2. Why do we have to deal with PCL – why not just Endsleigh?

Endsleigh’s expertise is in arranging insurance policies; we are not a premium financing company and therefore, we do not have “lending” permissions from the Financial Conduct Authority. This means that we cannot provide the financing to facilitate a Direct Debit payment plan, therefore we introduce our customers to PCL. For clarity of description PCL is “The Lender” whilst Endsleigh acts as a “Credit Broker”.

3. Can anyone make use of the monthly payment plan facility?

 Credit is subject to status. To be eligible, customers must: - be 18 years old or over. - hold a UK bank account (capable of accepting Direct Debit instructions). - not have been declared bankrupt in the last 12 months. - not have entered into an Individual Voluntary Arrangement (IVA). - not had 2 or more unsatisfied County Court Judgments (CCJs)* against them in the last 12 months. - not had more than 3 unsatisfied County Court Judgments (CCJs)* in the last 2 years. * or any other judgment(s) in relation to debt

4. Why do I need to sign the PCL credit agreement?

It is important the loan agreement is signed. A fee of £10 may be charged where the agreement is not signed and returned to PCL within the specified period of time. Full details of the agreement will be supplied by PCL as part of the setting up of the credit agreement.

5. How do I sign the PCL credit agreement?

The easiest way to sign the credit agreement is online. By following the link www.uk.mypremiumcredit.com/ Account/Login, you will be able to register your account and sign the agreement. Once your account has been set up, you will be able to track and manage your payments, as well as update your personal details. Should you not sign the agreement online, a copy will be sent out to you in the post for you to sign and return.

Want to know more about paying by monthly direct debit with Endsleigh? We've answered your FAQs below:

What payment options are there for my insurance?

One option is to pay for your insurance in full by debit or credit card. There is no fee for payment by credit or debit card, however we do not accept American Express.

Alternatively, you have the option of setting up a Direct Debit* through our third party finance provider Premium Credit Limited (PCL). This means that you pay a deposit (if applicable) and pay the balance of your premium over equal monthly instalments. 

*Credit is subject to status. 

Who is Premium Credit Ltd?

Who do I need to get in touch with - Premium Credit Ltd or Endsleigh?

• For any policy related enquiries (including cancelling/amendments), please contact Endsleigh. For certain products, some changes can be made quickly and easily via your online account, or you can find the right contact details for your policy in our contact centre.
• For any queries relating to your payment plan (including direct debit amendments), please contact PCL directly. You can contact PCL online for no charge at www.support.mypremiumcredit.com, or call them on 0344 736 9814. You may also be able to visit your online account to make changes to your payment details.

I already have my direct debit set up - how do I update my payment details?

In order to amend the bank details used to pay the Direct Debit instalments, or to change your Direct Debit payment date, please contact Premium Credit Ltd online for no charge at www.support.mypremiumcredit.com, or call them on 0344 736 9814. You may also be able to visit your online account to make changes to your payment details. 

If you need to make a change to your insurance policy, you can find the right contact details for your policy in our contact centre, or find out how to make changes to your policy via your online account. 

What if I can't afford my next payment?

If you want to defer your payment by less than 5 days, please speak to Premium Credit on 0344 736 9814.

If you are experiencing difficulty and feel it needs to be deferred for a longer period, please contact our finance department who will be happy to discuss options with you on 0333 234 1654.

Can I cancel my direct debit?

You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify Premium Credit Limited before cancelling your direct debit to ensure you don't incur any late payment fees. You can contact PCL directly on 0344 736 9814. 

You will also need to contact Endsleigh if you wish to cancel your insurance policy. To get in touch, please visit our contact centre.

How do I know when my next payment is due?

When you set up your new policy, the default monthly payment date will be the same as your start date.

You have the option to specify a preferred payment date with Premium Credit Limited (via your online account or their contact centre), providing not more than 30 days lapses between one payment and the next. 

Premium Credit will confirm payment dates to you directly in writing.

If you wish to update your payment details or payment date, please contact Premium Credit Ltd directly on 0344 736 9814 or visit your online account.

Will my paid monthly policy automatically renew?

Each year we’ll write to you and offer to renew your policy for a further 12 months. If your policy is paid monthly, we have assumed that your permanent home address has not changed and you'd like the same items insured as you did last year.

Unless you call us to make changes, your policy will automatically continue from your renewal date, so you will continue to be protected and benefit from all our policy features.
If for any reason we are unable to automatically renew your policy, we will write to you to tell you what you need to do to make sure you continue your cover.

Need to get in touch about a renewal? Visit our renewals centre.

Are there any fees or charges for paying by direct debit?

A £10 fee is applied by Premium Credit if they do not receive your signed credit agreement by the date stated on your welcome letters and emails (typically a 28 day period from receipt of the agreement). Please refer to these in order to verify your deadline. The £10 fee is a reflection of Premium Credit's costs in reminding you to return the credit agreement. 

Premium Credit also charge a £20 fee for any late payment.

If you’d like to go back and get a quote we recently provided you with, click here and head to our Retrieve Quote Centre .

• Please visit your online account with Premium Credit: https://digital.premiumcredit.com/ where you can sign your Credit Agreements, make payments, view letters and statements as well as and make changes to your personal and bank details. 

  Can I cancel my direct debit?

  You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify Premium Credit Limited before cancelling your direct debit to ensure you don't incur any late payment fees. You can contact PCL directly on 0344 736 9814. 

  You will also need to contact Endsleigh if you wish to cancel your insurance policy. To get in touch, please visit our contact centre.

• As a Landlord, what claims information do you need from me?

  
  

If you are a landlord then we need to know about any claims you have made on properties you are letting out, this includes any properties that you have lived in at any one time but are now letting out. We also need to know about any subsidence, heave, landslip or flood regarding both the property and it's immediate surrounding area. As with all our insurance policies, we would also need claim dates, claimed amounts and a short explanation of what the claim was for.

When you set up a policy with us, you must pay the deposit (or full premium) on the day you take out the insurance, even if the start date is in the future. The insurance will not start without payment.

Unfortunately the acceptance criteria required for our residential let product does not allow for those scenarios where the landlord is also residing at the property.

However we may be able to offer you a quotation for a Home insurance policy. You can complete a quote online or call us on 0333 234 1556.

What is a company let agreement? 

A ‘company let agreement’ (or ‘company let tenancy agreement’) is where a company or organisation has signed a residential tenancy agreement with a landlord, rather than an individual tenant. For example, a common scenario for a ‘company let’ would be where a company rents a property for one of their employees because they’ve had to relocate for their job.

Can Endsleigh cover a company let agreement?

Endsleigh is able to provide landlord buildings and contents insurance for company let tenancy agreements, however there must be an agreement in place between the company and the tenant, as well as a formal tenancy agreement between the company and the landlord.

If you want to take out rent guarantee insurance for your company let property, depending on your insurer you will likely be required to run a credit check against the company renting the property as a minimum, as this will ensure they are solvent and can afford the rental amount.

What about commercial tenants?

Endsleigh is also able to offer commercial landlord insurance for properties that are let to commercial tenants, for example, a property that is occupied as a shop downstairs and a residential flat upstairs.

Commercial risks can be complicated, and therefore landlords require slightly different cover for these properties. Commercial property insurance can include:

• Commercial buildings and contents insurance, including the option to add cover for shop front glass
• Property owners’ liability insurance
• Commercial legal expenses
• Loss of rent cover

Find out more about commercial property insurance.

A freeholder owns the land a property sits on. They may or may not own the building as well, in most cases the individual flats are leased to others.

If you are a landlord then we need to know about any claims you have made on properties you are letting out, this includes any properties that you have lived in at any one time but are now letting out. We also need to know about any subsidence, heave, landslip or flood regarding both the property and it's immediate surrounding area. As with all our insurance policies, we would also need claim dates, claimed amounts and a short explanation of what the claim was for.

The rebuild value of the property is the potential cost of reinstating the property to its former standard following a total loss. The value should include costs associated with any necessary demolition and clearance of debris, along with rebuilding the main structure and any outbuildings.

   
It is your responsibility to ensure that your property is adequately insured up to its full rebuild value. This is best established through hiring a chartered surveyor, but there are also some useful online calculators that can be used for free guidance such as the Association of British Insurers.  

'Over insuring' a property means that the policy holder will be paying more than they need to for the policy. The rebuild cost affects the premium of the policy, so the higher the rebuild cost, the higher the premium will be.

What happens if I'm under-insured?

It’s important that the property is insured for its full value to avoid claims being reduced due to under-insurance. When a property is under-insured, any claims made will be subject to an average. This means that any valid claim pay-out will be proportionally reduced by the amount that the property is under-insured.

What happens if I'm over insured?

As well as the declared value, there’ll also normally be a ‘sum insured’ amount on the schedule of insurance. This figure includes a percentage increase designed to cover inflation during the insurance year. The sum insured is a benefit to the property owner as its purpose is to prevent under-insurance in the event of inflation, for example, if the price of bricks and building materials were to increase.