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Support hub

Help with your temporary car insurance journey.

Quote question, payment issue, missing document or policy query? Start with the route that matches what actually happened, so you are not sent around the site unnecessarily.

START WITH THE RIGHT ROUTE

Different problems need different support.

A failed checkout, a pending card transaction and a missing policy document are not the same issue. The quickest route is to identify the stage where the problem occurred and use the matching support option.

Find the right help →Send us a message

Driver checking documents and cover details while parked

SUPPORT ROUTES

Choose what you need help with.

Using the right route means you can include the information that matters for that type of query.

Quote or vehicle issue

Registration lookup, vehicle details, driver information, cover dates or a quote that will not progress.

Restart the vehicle check →

Payment help

Pending amounts, duplicate attempts, a payment that did not complete or uncertainty about whether checkout succeeded.

Open payment help →

Policy documents

Payment appears complete but the certificate, schedule or other policy documents have not arrived or contain an error.

Contact document support →

Existing policy

Use My Portal first if you are trying to locate an existing policy or document linked to a vehicle registration.

Open My Portal →

Claim or incident

For an accident, loss or incident, follow the insurer or claims-handler route shown in the policy documentation.

Claims guidance →

NCB proof

If you need a no-claims bonus document, use the dedicated NCB request journey rather than the general contact form.

NCB request →

Complaint

If you want an issue investigated formally, read what information to include and which organisation may be responsible.

Complaints process →

Security concern

If you think a payment, account or message is suspicious, do not share passwords, one-time codes, CVVs or full card numbers.

Report a concern →

General question

For something that does not fit another category, use the support form and explain what you were trying to do.

Send a support message →

BEFORE YOU CONTACT US

A few details can save a lot of back-and-forth.

Include the information that identifies the journey, but leave out sensitive payment and security information.

Quote

Registration + stage reached

Tell us the registration, which page you reached and the message shown on screen. If the quote was for a particular start date, include it.

Payment

Time + amount + status

Include the approximate time, amount and any transaction or quote reference you can see. Never send a full card number, CVV, PIN, password or one-time security code.

Documents

Email + policy reference

Include the email address used during the journey, registration and policy/reference number if available. Check junk/spam folders first.

Policy

Read the issued documents first

For questions about permitted use, dates, driver details, exclusions or cover limits, the issued certificate, schedule and policy wording take priority over general website information.

Before retrying a payment

If a payment screen closes, times out or appears to fail, check your bank or card app before immediately trying again. A pending card entry does not always mean a policy was issued, and repeated attempts can make the situation harder to understand.

Check whether you received a CoverInMinutes or policy confirmation email.
Check My Portal if you already have a policy reference or believe documents were issued.
If your bank shows a pending amount but you have no confirmation, use payment support before making assumptions about cover.
Do not drive until you can verify valid cover for the correct driver, vehicle and time.

Checking policy documents

When documents arrive, check them before driving. Pay particular attention to the vehicle registration, insured driver, cover start and end time, permitted use and any conditions or exclusions shown in the schedule or wording.

Important: A quote, payment attempt or bank transaction on its own is not proof of insurance. Use the issued policy documents to confirm cover.

What website support can and cannot do

Website support can help identify a quote, payment or document-delivery problem and direct you to the correct route. A live claim, underwriting decision or product-specific coverage decision may need to be handled by the insurer, intermediary or claims handler identified in the policy documents.

Quick answers

Find the next useful step.

Keep your registration, the email used at checkout and any quote or policy reference nearby.

My card shows a pending payment. Should I try again?

Check payment help first. A pending bank entry does not confirm that insurance has been issued, and another attempt may cause confusion.

The vehicle information is wrong. What should I do?

If you have not paid, correct the registration or quote details before continuing. If you already paid, send support the registration and a reference before driving.

Where are my policy documents?

Check the email address used at checkout, your junk folder and My Portal. If documents are missing or do not match your trip, contact support.

I need to report a claim. Where do I start?

Follow the claims instructions in your policy documents. Our claims guidance explains what details to have ready and where to look for the insurer’s contact route.

CONTACT SUPPORT

Tell us what happened.

Send enough information for the query to be matched to the correct journey. You can use the form for quote, payment, document, NCB, claim-guidance, complaint and general support questions.

Quote or registration problemPayment or pending transactionMissing or incorrect documentsNCB, claim or general support

Do not include: full card numbers, CVVs, PINs, passwords, one-time codes or copies of payment-card security information.

Support questions

My documents have not arrived. Can I drive?

Do not assume you are covered. Check the payment status, the email address used for the quote, spam/junk folders and My Portal. If you cannot verify valid cover for the correct driver, vehicle and time, contact support and do not drive until the issue is resolved.

My bank shows a pending payment but I have no policy.

A pending bank entry is not the same as confirmed cover. Avoid repeatedly paying until you have checked for confirmation and used the payment-support route if the status remains unclear.

The registration, name or cover dates are wrong.

Do not drive on documents you know are incorrect. Contact support or follow the correction/cancellation route provided in the policy documentation.

Can support tell me whether a particular use is insured?

The issued certificate, schedule and policy wording determine the cover and permitted use. General website examples cannot override those documents.

What if I have had an accident?

Use the claims contact and instructions shown in the policy documentation as soon as reasonably possible. The website support form does not replace the formal claims notification route.

Can I send screenshots?

If support asks for a screenshot, remove or obscure card details, passwords, security codes and other information that is not needed to understand the problem.

SUPPORT CHECKLIST

Help us identify the issue first time

A concise timeline is usually more useful than a long message without references.

Include the registration, email used and relevant quote/policy reference where available.

Explain what you expected to happen, what actually happened and the exact screen or message you saw.

Never send full payment-card information or account-security credentials through the support form.