If you need to speak to us, we’re here to help

We’re working hard to provide the best service we can, but we’re still receiving a high volume of calls. It would really help our staff if you could use your online account (for car & home customers), our Live Chat or the below FAQs to find what you need. If your query is more urgent, give us a call – but please only do so if it’s absolutely necessary. For more information around making claims, accessing your policy documents and how to get in touch, click here.

If your insurance premium is paid by direct debit, it is likely to be arranged through Premium Credit Limited.  We are very happy to review your current insurance requirements to see how your policy may be adjusted to help with your monthly payments. Where we adjust your policy in these circumstances, we will waive our adjustment fee.

Opening hours

Our contact centre opening hours are as follows:

Monday: 08:00 to 18:00

Tuesday: 08:00 to 18:00

Wednesday: 08:00 to 18:00

Thursday: 08:00 to 18:00

Friday: 0800 to 18:00

Saturday and Sunday: Closed

What type of insurance do you need help with?

Black Box

Car

Gadget

Home

Landlord

Travel

Most Popular Answers

  • 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. 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 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.  You can also speak to us on Live Chat via our website. 

  • The DVLA check code is the online counterpart of your photo card driving licence, replacing the paper part which is no longer issued. The check code allows you to view or share your driving licence information, such as your driving record, the vehicles you can drive or any penalty points or disqualifications.

    What is a driving licence check code and how do I obtain one?

    If you’re unsure of what a DVLA driving licence check is, you can obtain one by visiting www.gov.uk/view-driving-licence. You will be asked for your full driving licence number, National Insurance number and your postcode, so make sure you have them handy.

    You will then need to:

    • Click on the tab to share your licence information
    • Then click the green button which says "create a code" 
    • Underneath your code there will be a link to say "view, print or save your licence information" which you will again need to click
    • A PDF pop up will then appear. Simply select save and, this will then give you the option to save it to your documents.
    • Once copies of all licences have been saved, you will need to email copies to underwriting@endsleigh.co.uk with the additional documents requested in this letter

    Please note licence holders must use the 'Share your licence information' functionality when providing their licence information to third parties. Screen prints of the 'Your Details', 'Vehicles you can drive' and 'Penalties and disqualifications' pages, are not intended for sharing with third parties and cannot be accepted.

    Find out more about car insurance from the UK’s No. 1 student insurance provider.

  • 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.

    6. What name will I see collecting payment on my bank statement?

    Your

  • Our maximum No Claims Bonus (also known as No Claims Discount) level is 9 years, so it will automatically be displayed as such on your renewal notice. This is the same for many insurance companies (they commonly cap discount between 5 - 9 years), however if you come to leave Endsleigh and have quoted more than 9 years No Claims Bonus to your new insurer, then we may be able to send proof that you have this. If you would like discuss the possibility of sending evidence of more than 9 years please contact our Customer Service team on 0333 234 1558.

  • How do I renew my gadget and possessions policy if I pay monthly?

    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 your possessions continue to be protected and you'll continue to benefit from all of our policy features. Plus, our low cost cover will automatically include any no claims discount you may have earned.

    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.


    What if I pay annually for my gadget and possessions policy?

    If you paid annually for your policy and it is not set to automatically renew, you can stay protected by calling us on 0333 234 1552.

    If your policy is set to auto-renew, we will use the card you originally provided us with to automatically renew your cover, unless you tell us to use an alternative card or payment method, not to renew, or if your card has expired and been replaced during the policy year. 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.


    What if I need to update the details on my gadget and possessions renewal quote?

    If you need to make changes to your gadget and possessions renewal quote, please call us on 0333 234 1552.


    Find out more about gadget insurance here  or get a quote.       

  • Yes, if your policy is claim free you can cancel your cover at any time during the policy year.

    If you need to cancel your possessions policy, we will need to speak to you - please speak to us on Live Chat or call us on 0333 234 1552.

    Opening hours are Mon-Fri: 8am to 6pm, Sat-Sun: Closed. 

    Will I get a refund?

    If you request to cancel within the first 14 days once the policy starts (the “cooling off” period) you will be entitled to a full premium refund, minus the time on cover.

    Please note that some policies do not allow a refund if they are cancelled within the last four months.

    Check your IPID or policy wording for details.

    Is there a cancellation fee?

    If you cancel your policy within the first 14 days once the policy starts, there is no cancellation fee.

    If you cancel your policy after the initial 14 days, you will incur a £15 cancellation fee.

    Find out more about our fees and charges.

    I pay monthly for my policy – do I need to cancel my direct debit?

    You can cancel a Direct Debit at any time by simply contacting your bank or building society, although 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.

  • Your No Claims Bonus (also known as No Claims Discount) proof is included on the renewal document that we upload into your online account 21 days before your renewal date. To find this in your online account you can log in here.

    If you have cancelled your policy mid-term then the No Claims Bonus proof will be included in the confirmation of cancellation.

    Alternatively, call us on 0333 234 1552 and we can arrange for it to be sent to you.

      

     

     

  • In light of the Covid-19 pandemic, we continue to work with your accommodation provider to make some flexible changes to your insurance cover so you can still make a claim if you need to.

    Below is a summary of the changes we have made:


    Have you left your possessions inside your room?

    We know you might have left your accommodation at short notice and returned home, and you might not have taken all of your possessions with you. Normally, we won’t pay a claim if you leave your belongings in a place nobody is living in for more than 60 consecutive days, but we’ve removed this condition for the rest of your policy year. This means if you’ve left some of your belongings behind at university you’ll still be able to make a claim, even if nobody is living at you student address.  


    Are your possessions covered when you are travelling home?

    When you are travelling home, you may be carrying important items. We’ve increased your cover for theft whilst you’re travelling home up to £500 per bag of possessions. Cover only applies within the UK.


    Have your possessions been put into storage at your accommodation?

    Your accommodation provider may have put your possessions into secure storage for you. Please be reassured that cover for these items will still apply in storage and this includes all items up to the limits on your policy certificate. Please see the link below to view your policy certificate.


    Are you living in temporary accommodation?

    If you have been moved into temporary accommodation elsewhere, the block possessions policy will still cover you and you can still make a claim if you need to. This is to make sure you receive the same protection you had when you were in your designated student accommodation.  


    Communal area protection

    We understand you may be spending more time inside your designated accommodation areas than ever before, possibly using common room spaces or communal areas. Laptops & Tablets will be insured for theft outside of the room and inside your designated accommodation communal areas. Cover applies in common rooms, shared living rooms, kitchen or bathroom within the designated student residence. Cover limits are listed on your policy certificate.


    If you do need to make a claim;

    Our specialist claims team are still running at full capacity. We wanted to provide a reminder on how you can make a claim under this policy:

    • Claims can be registered 24 hours a day, 365 days a year by reporting them online via www.endsleigh.co.uk/claim-centre/
    • Endsleigh’s Claims Service is open five days a week, Monday to Friday 9:00am-5:30pm; Phone number - 0800 923 4042. This number will be directed to an out of hours support service outside of these times.

    To access your policy information please click here.


    Last updated: 09 October 2020


Haven’t found what you’re looking for? Please call us on 0333 234 1552 to speak to one of our consultants. Alternatively, visit our contact centre and we’ll get you through to the right place.

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