We’re working from home and here to help

If you need to speak with us, we’re here. 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

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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. 

  • 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

  • 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. 

     

  • If you’re looking for information regarding the coronavirus and your block halls possessions policy, you may find the answers to your questions here. 

    If you still can't find what you're looking for, other ways to get help and information include visiting our claims centre, logging into your online account or speaking to us on Live Chat.

    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 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.

    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: 01 April 2020

  • 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.

  • If you’re looking for information regarding the coronavirus and car insurance, you may find the answers to your questions here. 

    If you still can't find what you're looking for, other ways to get help and information include visiting the claims centre, logging into your online account or speaking to us on Live Chat.

    My vehicle usage has changed due to coronavirus – do I need to let you know?

    If your vehicle usage has changed due to the coronavirus pandemic - for example, you now drive to work rather than using public transport – you will be automatically covered for commuting and driving to multiple work locations without needing to update your car insurance policy

    If you now require commercial travelling use - for example, to make deliveries for Amazon or take-away food - you will need to contact us to update your policy. We will not charge an amendment fee for this change but there may be an additional premium from your insurer.  This does not apply if you are only making deliveries as a volunteer, in which case you will automatically be covered and do not need to contact us.

    How to update your car insurance policy.

    I am driving as a volunteer helping people who are self-isolating – is my car insurance still valid?

    If you are driving as a volunteer and supporting people who are self-isolating, your car insurance policy will still be valid and no amendment is required.

    I need to amend policy details (for example occupation or mileage) as a result of COVID-19 – what should I do?

    If the amendment is an occupation change directly as a result of the coronavirus pandemic (for example, if you have become unemployed or are now doing a different job) you will automatically be covered under your car insurance policy and do not need to contact us.

    Should the change become permanent after the lock-down period has ended, please contact us so we can update your policy.

    If the change is for something else, please get in touch – we will process the amendment as usual but waive our administration fee – if there is an additional premium from your insurer for the change, we may be able to reduce or remove this but will need to review based on your individual circumstances.

    How to update your car insurance policy.

    I have to self-isolate – can I pause my car insurance?

    Unfortunately we are not able to pause your car insurance policy.

    However, providing no claim has been made, you can cancel your policy if you need to and we will waive our usual cancellation fee, although it may impact this years No Claims Bonus 

    If your driving situation has changed due to COVID-19, please call us on 0333 234 1552 to discuss your cover options and find out if there will be a more long-term, cost-effective solution than cancelling your policy.

     Please remember that if you are temporarily taking your car off the road as a result of the coronavirus pandemic, you still need to register the vehicle as SORN with DVLA.

    My car’s MOT has expired, or is about to expire, and I am unable to arrange a test due to COVID-19.  Can I still use my car and will I be covered under my insurance policy?

    Annual MOT tests for cars, motorcycles and vans have been suspended for up to six months from 30 March 2020 so you do not have to do anything, and your MOT renewal date will automatically be extended. Therefore, you can continue to use your car as normal and your insurance will not be affected.

    My vehicle is now at a different address due to self-isolation or other COVID-19 related circumstances – do I need to do anything?

    If you are temporarily staying at a different address as a result of coronavirus pandemic, for example due to self-isolation, you will automatically be covered under your car insurance policy. 

    In addition, if you are unable to recover your vehicle, for example from an airport car park, once again you will be automatically covered and do not need to contact us.

     However, if your change of address needs to continue after the lock-down period has ended, please contact us so we can update your policy.

    Endsleigh are offering additional support to key workers and volunteers during the lockdown period by paying their excess in the event they have an accident – when does this apply?

    If you have an accident during the government-recognised coronavirus lock-down period, and you are driving for either of the following two reasons, Endsleigh will pay the policy excess on your behalf:

    • Driving to a work in a critical role (as recognised by the government)
    • Driving in relation to volunteer work as a result of the COVID-19 crisis – for example, obtaining food or medicine for someone unable to leave their home.

    If you have an accident whilst driving for either of these reasons and need to make a claim under your Endsleigh policy, please contact us as soon as you can and we will make arrangements with your insurer to pay the excess.

    I need to self-isolate – can someone else drive my car, such as to pick up or drop off supplies?

    If the person who needs to use your car has their own insurance policy, they may have ‘driving other cars’ (DOC) cover already in place.

    We have included some brief information about DOC below but we would strongly recommend the person looking to use your car checks with their own insurer first to make sure they have the cover.  We would also remind you that this cover is usually on a third party only basis so there would be no cover for any damage they did to your own car.

    If the person does not have DOC or you would like them to be insured comprehensively on your car, you will need to arrange for them to be added as a named driver to your car insurance policy.

    During the coronavirus lock-down period, we will add the additional driver to the policy without charging our usual amendment fee but there may be an additional premium charged by your insurer.

    Please note we will only be able to add the additional driver if they are acceptable to your insurer (for example, if they are aged under 25, several of our insurers will not allow them to be added to your policy).

    What is ‘driving other cars’ cover?

    Driving other cars (DOC) is a cover provided by some insurers on a comprehensive car insurance policy to enable drivers to use someone else’s car temporarily.

    However, if it is included there are usually specific terms and conditions that the policy holder must comply with, for example:

    • Usually DOC cover will only apply in an emergency, rather than just day-to-day use of someone else’s car
    • There is sometimes an age limit, meaning that cover won’t apply to drivers under the age of 25
    • If the driver is allowed to drive other cars under their insurance policy, this will usually be on a third party only basis

    My car is due for repairs following an insurance claim, but I’m in self-isolation – what do I do?

    Please contact the relevant claims team to let us know that you will be unable to bring your cars to the garage for repairs. We will then contact you to re-arrange repairs once your self-isolation period has ended.

    Visit the claim centre.

    My car is awaiting repairs following a claim – will this take longer because of the lockdown?

    Our insurers have informed us that their Claims Departments are open as normal. However, under the current circumstances, the majority of their teams will be are working from home and possibly with reduced numbers depending on whether people have been affected by Coronavirus.

    This means that call wait times and claim settlement times may be slightly longer than normal.

    Please be assured that we and our insurers will still do everything we can to help.

    If your call is non-essential, it would be helpful if you could review our FAQs before calling to keep wait times to a minimum. 

    If I break down, will my car still be recovered under my emergency breakdown policy with RAC?

    RAC are currently still rescuing customers who break down at the road side.

    You can find the most recent information from RAC as the situation develops here.

     

    Last updated: 24 April 2020


  • 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.

      

     

     

  • You can cancel your cover at any time. However, we will not refund your premium if there has been a claim on your policy.

    If you have not made a claim, you will be entitled to a full or partial refund.

    If you cancel your motor insurance policy within the 14 day cooling off period and your policy has not started, you will receive a full refund of premium but we will charge an administration fee.

    If you cancel your motor insurance policy within the 14 day cooling off period and your policy has started, a charge will be made based on the number of days you have had cover. We will also charge an administration fee.

    If you cancel more than 14 days after purchasing your policy, a charge will be made based on the number of days you have had cover. We will also charge a cancellation fee.

    There will be no refund for any additional optional cover you have selected.

    You can find out more about our fees and other charges .

    If you want to cancel your policy, please contact our Customer Service team on 0333 234 1558.

     



    For any other enquiries, you can speak to an agent on the phone by choosing from the numbers listed on our contact us page  

  • How do I get my proof of No Claims Bonus?

    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 selecting option 2, then option 2 again for ‘anything else’, then option 1 and we can arrange for your proof of No Claims Bonus to be sent to you.

    You will be asked to leave your name, policy number, registration and email address.  Please allow 2 working days for us to send to the contact information we hold on record.

    Please note we are only able to provide No Claims Bonus on a policy that has been cancelled or expired.


    What is a No Claims Bonus?

    No Claims Bonus (also known as a No Claims Discount) refers to the number of years you have had a policy in your own name without making a claim. The confirmation of your entitlement will usually appear in your renewal invitation, or you can ask your insurance provider to send it to you.

    Your Endsleigh No Claims Bonus (NCB) will be included in your renewal invitation which will be in your online account around 21 days before your renewal date.

    No Claims Bonus is earned on each vehicle you own. Whilst it can be transferred to an alternative car, it cannot be used for multiple vehicles at the same time. We are also unable to accept NCB earned on a motorcycle policy.


    Can you provide No Claims Bonus for named drivers?

    With our policies it is only the policyholder who earns a No Claims Bonus - we do not provide No Claims Bonus proof for any named drivers.


    How is my No Claims Bonus affected after an accident?

    If your policy is due for renewal and you have made a claim on your car insurance policy where you were at fault or your insurer was unable to recover all costs from another party, your No Claims Bonus will be reduced and your premium may increase. However, you can opt to protect your NCB to save yourself money at renewal.


    How do I protect my No Claims Bonus?

    If you have accumulated 4 years or more No Claims Bonus, you can choose to protect it. Protecting your No Claims Bonus means that in the event of a claim your No Claims will be retained at the same level at renewal, even if you are at fault. There may be a limit to the number of claims you're able to make while protecting your No Claims Bonus, and each insurer will have their own terms and conditions. Read your policy documents to find out what’s covered.

    Remember, No Claims Bonus protection cannot be added as a mid-year adjustment - it must be included when the policy begins (or renews), or within the first two weeks of the policy start date.

    All insurers will also have eligibility rules, which means that not every insurer will offer the protection to all drivers. For example, some insurers won't offer protected No Claims Bonus if there have been previous claims on a policy.


    Will a windscreen claim affect my No Claims Bonus?

    If you have windscreen cover with Endsleigh and you make a claim for glass only and there is no other damage (except scratches made by the glass), your No Claims Bonus will not be affected.

    Log in to your online account here to see if you have windscreen cover on your policy. If you have comprehensive car insurance your policy will automatically include windscreen cover.


    Why does No Claims Bonus have to be earned in the last two years?

    If your No Claims Bonus hasn’t been in use on a policy in your own name within the last two years, it may become invalid. This means that if you have not had a policy in your name within the last two years, you will need to enter ‘0 years’ no claims when you get a quote.

    Please note that our maximum No Claims Bonus level is 9 years, so it will automatically be displayed as such on your renewal notice. This is the same for many insurance companies, and they commonly cap discount between 5 - 9 years.

    If you would like to talk to us about sending evidence of more than 9 years No Claims Bonus, please call us on 0333 234 1558.


    What proof do I need to send for my No Claims Bonus when I take out a policy with Endsleigh?

    In order to obtain your No Claims Bonus, we may ask you for proof. This needs to be a copy of a renewal invitation, cancellation notice, or letter from your previous insurer which shows your No Claims Bonus entitlement.

    Your no claims bonus proof must also meet the following criteria:

    • Must be earned in the UK or Republic Of Ireland or
    • Earned outside the UK with correct country of origin approved before policy purchase, subject to our underwriters terms and conditions
    • In the name of the policyholder
    • Not more than 24 Months old
    • Not used on any other vehicle
    • On a private car motor policy

     To find out how to send your documents to us, including our address, please visit our contact page

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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