How can we help?

Our list of Frequently Asked Questions might have the information you're looking for. 

If you'd like to contact us, here are the details you need:

Call us:

Helpline: 03300 240 612

Phone lines are open:

Monday to Friday: 8.30am – 6pm
Saturday: 9am – 5pm
Sunday: 10am – 4pm

Calls from mobiles and landlines will be charged as part of your inclusive call minutes; if inclusive minutes aren’t available, you’ll be charged the national call rate.

Please note, we are closed on bank holidays.

E-mail us:

customerservice@car.johnlewisfinance.com

Or, use our online Contact Us form.

Write to us:

Your comprehensive Car Insurance policy from John Lewis Finance gives you cover in Europe for up to 90 days. Please read your policy document for full details of your cover.

The Association of British Insurers (ABI) and Motor Insurance Bureau (MIB) advise that drivers should be prepared to have a Green Card with them when driving in the EU after midnight on 31st December 2020.

If you’re planning a trip that will finish before 31st December 2020 then nothing will change. Your current car insurance policy will cover you to drive within the EU. If you’re planning to drive in the EU after 31st December 2020, you’ll need to let us know at least a month before you leave, so we can issue you a Green Card.

We won’t charge you any fee for issuing a Green Card to you.

You can view more detailed guidance and some FAQs for motorists from the ABI here. For more information, please call us on 03300 240 612 or email us at customerservice@car.johnlewisfinance.com.

At John Lewis Finance, we always aim to provide a first class service to our customers, but we do recognise that occasionally things go wrong. Where this is the case, our aim is to always deal with complaints fairly and promptly. We take all complaints seriously and use your feedback to identify improvements to the service which we offer. If you're unhappy with any aspect of our service, please refer to our Internal Complaints Procedure. You can make your complaint in writing, by telephone or by email.

Call us:

Helpline: 03300 240 617

Calls from mobiles and landlines will be charged as part of your inclusive call minutes; if inclusive minutes aren’t available, you’ll be charged the national call rate.

Email us:

customer.relations@car.johnlewisfinance.com

Write to us:

Customer Relations
John Lewis Finance
A&B Mill
Dean Clough Mills
Halifax
HX3 5AX

You can contact the Financial Ombudsman Service at any stage of your complaint for free and impartial advice. Please refer to our Internal Complaints Procedure for more information about the Financial Ombudsman Service and their contact details.

To make a new car insurance claim:

• Call 03300 240 613 for 24/7 assistance

To talk to us about an existing claim:

• Call 03300 240 613

Opening hours for existing claims:

Monday to Friday: 8am - 6pm
Saturday: 9am – 1pm

To make a windscreen claim:

• Click here to make your claim online
• Or call our Glassline on 03300 240 615