Frequently Asked Questions

We understand that many people may be facing financial difficulties as the cost of living continues to rise. If you are struggling to make a monthly payment, we will do our best to help. Please call us and we’ll be ready to discuss your circumstances and options.

Our research shows that 1 in 3 customers would classify themselves as financially vulnerable. If you are facing money worries, you can get help from:

• Money Wellness, who provide free financial advice and support.
• The Financial Conduct Authority, which gives guidance on where to get free services and information to help.

You can also get further support from these organisations:

• Citizens Advice Bureau. Gives people the knowledge and confidence they need to find their way forward - whoever they are, and whatever their problem.
Tel England: 03444 111 444 Tel Wales: 03444 77 20 20
www.citizensadvice.org.uk

• National Debtline. An independent charity that gives free debt advice by phone and online to people across the UK.
Tel: 0808 808 4000, Monday to Friday 9am to 9pm, Saturday 9:30am to 1pm
www.nationaldebtline.org

• StepChange Debt Charity. Offers free debt advice that is based on a comprehensive assessment of your situation.
Tel: 0800 138 1111, Monday to Friday 8am to 8pm, Saturday 8am to 4pm
www.stepchange.org

• Money Advice Service. Free and impartial money advice.
Tel: 0800 138 7777 Monday to Friday 8am to 6pm
www.moneyadviceservice.org.uk

If you are thinking about registering for Statutory Off Road Notification (SORN) for your vehicle, please remember that it then cannot be driven, and it will also need to be stored off the road. If you think there is a chance you might want to use the car again in the near future, we advise you to think carefully as to whether SORN is the right option, as your car is illegal to drive while SORN, and will not be insured if it is damaged, stolen or broken into. You can find more details about SORN here.

Unfortunately, we can’t pause or freeze a policy. You can cancel a policy and register your vehicle as SORN. If you choose to do this, please see our further advice about registering for SORN here. Alternatively, you can keep your vehicle insured if you intend to drive it again soon. Please call us to discuss your policy and options, or to cancel your policy.

If you are struggling to make a payment, we will do our best to help. Please get in touch as soon as possible.

We know from our research that 1 in 4 customers are currently suffering from stress or anxiety and 1 in 10 may have a long-lasting mental health condition.

We are proud to work with The Samaritans where you can access confidential and anonymous emotional support on any issue. The Samaritans offer support for anyone who’s struggling to cope, who needs someone to listen without judgement or pressure.

Further help and support can be found here:

• Mind. Provides advice and support to empower anyone experiencing a mental health problem.
Tel: 0300 123 3393 Monday to Friday, 9am to 6pm Text: 86463
www.mind.org.uk

• Brake. Support for anyone who has been bereaved or seriously injured in a crash or their carers, however long ago this happened.
Tel: 0808 8000 401
www.brake.org.uk

This may be because you haven't registered for the My Account area, or that the details you've entered don't match those you provided when you registered.

If you've registered and you're still having trouble, please call us on 03300 240 612 and we'll be happy to help.

Your details need to exactly match the details you provided when you saved your quote or took out your policy.

Check your junk or spam folders in your email. If the reset password email isn't there, call a member of our team on 03300 240 612 and they'll be happy to help.

Your password must be a minimum of 8 characters long and contain at least one of each of the following:

• An upper case letter
• A lower case letter
• A number
• A special character (E.g. !,”,£,$,%,&,*,#)

If you've forgotten or want to change your email address, call us on 03300 240 612 and a member of our team will be happy to help.

You need to enter the email address you provided when you requested a quote/took out a policy, and you also need to ensure that it is correctly formatted.

Once you've logged into the My Account area, go to My Policies and select your active car insurance policy. Your policy documents should be available there.

Your payment information, insurance certificate and documents will be available in My Account shortly. Once you’ve registered please take some time to read and check your documents carefully and if anything is incorrect, please call us as soon as possible.

There are three ways to register for the My Account area - you'll be given the opportunity after you've bought your policy, through the confirmation email and via the My Account page. 

You'll need to enter some of your details and create a password in order to register for the My Account area. You must use the email address that you provided when you took out your policy. Your password must be a minimum of 8 characters long and contain at least one of each of the following:

• An upper case letter
• A lower case letter
• A number
• A special character (E.g. !,”,£,$,%,&,*,#)

Your password should exactly match the new password you created when you changed your old password.

Your password must be a minimum of 8 characters long and contain at least one of each of the following:

• An upper case letter
• A lower case letter
• A number
• A special character (E.g. !,”,£,$,%,&,*,#)

Once you've received your quote, you'll be given the option to save it by entering your email address and creating a password.

You can retrieve your quote by clicking Retrieve a quote and following the instructions, or by clicking the "Retrieve a quote" link in your quote confirmation e-mail

Yes, but you won't be able to purchase a policy without a valid car registration.

To get your quote you can enter your car's details manually, but please note that the price of your quote may change when you confirm the car's registration number.

An excess is the amount that you must pay towards any claim that you make. Your total excess is made up of a compulsory excess (the non-negotiable part of your excess applied by your insurer), and a voluntary excess amount (which you set yourself when you apply for cover).

Please note additional excesses may apply in some circumstances.

A modification is any permanent alteration or upgrade which changes a car from the manufacturer's original specification.

Drivers between the ages of 17 and 85 can purchase car insurance from John Lewis Finance, subject to them meeting the acceptance criteria.

Some medical conditions will have an effect on your car insurance, and you need to tell the DVLA about any medical conditions that may affect your ability to drive safely. Your doctor should be able to tell you if you need to report your medical condition to the DVLA.

For more information, please click here.

There are a number of factors which can impact the price of your quote, with convictions being one of them. You should always honestly declare all information requested during the quote process, as if you withhold information it can affect your future claims, change the price of your policy or even invalidate your insurance.

Yes, but only on vehicles that their licence permits them to drive.

Yes, you can get insurance on your car whilst holding a Provisional UK Licence. However, to be able to drive your car you must have a named driver in the passenger seat who's been driving for more than 3 years and is over the age of 21.

Young driver excesses:

If your windscreen or windows are repairable, the excess applicable is £25.

If your windscreen or windows need replacing, the excess applicable is £100.

Please note if you don't use your insurer's approved windscreen and window repairer, the most they will pay is £150 after deducting any excesses.

No, you can't change the amount you pay as your deposit.

Anyone can pay your deposit, so long as you have their full consent and permission to use their card. Your monthly direct debit payments must be taken from an account that's held in your name.

If you choose to buy with a single payment, then anyone can pay for your car insurance policy so long as you have the cardholder's consent and permission.

If you choose to buy your policy with a monthly payment plan, your deposit can be paid by anyone so long as you have their full consent and permission to use their card. However, your monthly instalments must be taken from an account held in the policyholder's name.

We only offer comprehensive car insurance.

Yes! You'll have the minimum level of cover required by law for damage or injury caused to other people and their property while your car is used in:

Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Iceland, Norway, Switzerland, Liechtenstein, Andorra, Gibraltar, Monaco and San Marino.

Your policy also provides 180 days comprehensive cover while you're using your car in the countries listed above, meaning you'll receive the same cover as if you were driving in the UK. You'll receive this cover for up to 180 days within your policy period.

Please call us on 03300 240 612 if you are taking your car abroad or email us on customerservice@car.johnlewisfinance.com so we can check if a Green Card is needed. 

RAC offer 4 levels of breakdown cover, these are Roadside; Roadside and Recovery; Roadside, Recovery and At Home; and Roadside, Recovery, At Home and European Motoring Assistance.

Anyone who drives your car must either be a named driver on your policy or they must have their own insurance policy for that car.  If you'd like to add an additional driver to your policy after your policy has started, please contact a member of our team on 03300 240 612.

Motor Legal Protection cover is separate and optional product that gives you access to legal experts who'll help you recover any uninsured costs that you've had to pay due to an accident that wasn't your fault.

For full terms and conditions, please see your Motor Legal Protection Policy document.

An amount of £10,000 will be paid if you or your husband, wife or civil partner is accidentally killed or suffers an injury described below while travelling in, or getting into or out of, your car or any private motor car:

• Total and permanent loss of sight in one or both eyes
• Total and permanent loss of use of one or both hands or one or both feet

For full terms and conditions please see your Car Insurance Policy document.

With Car Insurance from John Lewis Finance, a replacement car is provided for a maximum of 30 days if your car is stolen and not recovered or is written off.

If your car is being repaired following an insured incident, you'll receive a courtesy car if an approved repairer is used for the duration of the repairs. This may be any car the approved repairer has available.

For full terms and conditions please see your Car Insurance Policy document.

Yes - we'll pay up to £1,000 to replace the door and boot locks of your car if we're satisfied that a person who may have your keys, lock transmitter or entry card knows where your car is kept.

You can't add a temporary driver to your car insurance policy, but if you'd like to add a driver to your policy permanently, contact a member of our team on 03300 240 612.

If your car is being repaired following an insured incident, you'll receive a courtesy car if an approved repairer is used for the duration of the repairs.  This may be any car the approved repairer has available.

If your car is being repaired by an approved repairer and you haven't been provided with a courtesy car please contact us on 03300 240 613.

Cover up to £250 for your personal belongings is provided, but there are terms and conditions that apply. For full terms and conditions please see your Car Insurance Policy document.

Yes, but only if your sat nav is permanently fitted to your car. For full terms and conditions please see your Car Insurance Policy document.

The EU has confirmed that the UK will remain in the Green Card Free Circulation Zone. This means that from 2 August 2021 Green Cards are no longer required to drive in the EU and any countries that adhere to the EU directives on motor insurance.

Customers should continue to carry their Certificate of Motor Insurance, as this is evidence that their motor policy covers them to do so. It is fine to refer to a digital copy.

For your information, the countries included in the decision above, are: Andorra,  Austria, Belgium, Bosnia and Herzegovina,  Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden and Switzerland.

It should be noted however, that the rules in relation to driving licences and International Driving Permits have changed.

For more information click here.

Your comprehensive Car Insurance policy from John Lewis Finance gives you cover in Europe for up to 180 days. Please read your policy document for full details of your cover.

Yes, you have the right to repay all or some of your credit early. If you choose to do this, you'll be charged interest as stated in the terms and conditions of the Running Account Credit Agreement.

To check and update your payment details please contact a member of staff on 03300 240 612.

Yes, if you pay your premium in one single payment and you have opted into automatic renewal, payment can be made on a continuous basis, as long as you are the cardholder.

A Running Account Credit Agreement is a regulated credit agreement which you enter into with your insurer (the lender) that allows you to spread the payment of your insurance premium and related products over the term of your insurance policy.

Insurance Premium Tax (IPT) is a tax on all general insurance premiums, which will automatically be added to your premium at the prevailing rate when you receive a quote from us.

Yes, as long as you have the cardholder's permission you can pay the deposit or the annual premium in full via someone else's credit/debit card. If you choose to pay your premium via monthly instalments, the direct debits must be taken from a bank account in your name.

You can either pay for your policy in full with one single payment, or by monthly instalments (if offered).  If you pay annually you must pay the full amount by credit or debit card; if you pay monthly, you must pay an initial deposit by credit or debit card, then make regular monthly payments as per the terms of your Running Account Credit Agreement.

There is no charge for using a credit card.

You can cancel your direct debit instruction at your bank at any time.  However, please be aware that this could start the cancellation process if we don't receive a payment via an alternative method from you. Please contact us on 03300 240 612 if you would like to discuss your payment options.

If you miss a direct debit, a period of 14 days will be allowed for you to make the missed payment before further action is taken. If you've missed a direct debit payment for any reason, or believe that you might miss a payment in the future, you should contact us as soon as possible on 03300 240 612.

You can change the following in the Renewal section of the My Account area of our website:

• Voluntary excess
• Additional products
• Payment method

For anything else call 03300 240 612.

You can renew your policy online if your details are up to date. To do this, log into the My Account area of our website and click 'View renewal' to check your policy documents and renew online.

• Voluntary excess
• Additional products
• Payment method

For anything else call 03300 240 612.

We'll let you know if your policy will automatically renew or not when we send you your renewal invitation.

Your renewal invitation letter can be used as proof of your no claims bonus.

You need to let us know before your renewal date. Either, log into the My Account area of our website and click 'I don't want to renew' in the Renewal section or call us on 03300 240 612.

Remember if you're on automatic renewal, we'll renew your policy unless you tell us not to before the renewal date.

Unfortunately, you're unable to do this online. Please call 03300 240 612 to update your payment details.

Yes, there will be an administration charge of £40 applied if your policy is cancelled at any time after the first 14 days of buying it or receiving your documents (whichever happens later).

For more information please see your Car Insurance Policy document.

You can cancel your policy at any time by:

• calling us on 03300 240 612
• emailing us at customerservice@car.johnlewisfinance.com
• writing to us at John Lewis Finance, PO Box 887, HALIFAX, HX1 9UE

For more information, please see Your Car Insurance Policy document.

For every year that you're claim free under your car insurance policy, you'll earn one year's no claims bonus. The number of years no claims bonus you have can have an effect on your car insurance premium.

For an additional premium, you can protect your no claims bonus provided that you have a minimum of four years no claims bonus.

No claims bonus protection allows you to make 2 fault claims in a 3 year period without your bonus being affected.

If you choose not to protect your no claims bonus and you make a claim, you would lose at least 2 years of your bonus. If you make more than 1 claim within your policy period, your bonus would reduce to zero.

No claims bonus protection does not protect the overall price of your insurance policy.  The price of your insurance policy may increase following an accident even if you were not at fault.

For more information please see your Car Insurance Policy document.

If we ask to see your proof of no claims bonus (NCB) you can send it to us in a number of ways. 

You can upload your proof of NCB online through the My Account area of our website. Simply log into the My Account area and click on the Upload button in your alerts inbox, then follow the onscreen instructions. 

You can also email it to us directly at proof@car.johnlewisfinance.com

If you'd prefer to send us your proof of NCB by post, please send it to:

John Lewis Finance,
PO Box 887,
HALIFAX,
HX1 9UE

We may not be able to return your proof of NCB, so it's a good idea to make a copy before posting it to us.

You only need to send us your proof of no claims bonus (NCB) if we ask for it, and you'll have up to 28 days from your policy start date to provide it.
If we don't receive your proof of NCB within 28 days of your policy start date, it could result in your premium being increased or your policy being cancelled.

Each set of no claims bonus can only be applied to one active policy. For example, if you've got two car insurance policies and only one set of no claims bonus, you can only use the no claims bonus on one policy.

No, we don't accept no claims bonus earned outside of the UK. If we ask to see your proof of no claims bonus, it needs to show:
• That it was earned in the UK in the last 2 years
• Your previous insurer's letterhead
• The number of years no claims bonus you've earned

If you've uploaded your proof of no claims bonus through your online account, you'll receive a confirmation message on screen to tell you that we've received it.

If you've posted your documents we won't contact you unless there's a problem.

No, we only accept no claims bonus earned on a private car.

No, only the policyholder can earn no claims bonus.

Your proof of no claims bonus can be any letter or document from your previous insurer, so long as it shows:
• That it was earned in the UK in the last 2 years
• Your previous insurer's letterhead
• The number of years no claims bonus you've earned

Some insurers cap the number of years no claims bonus to 9 when you leave them, as this is the maximum number of years that they will consider when calculating your car insurance premium.

Unfortunately, if this is the case, we'll be unable to provide you with any more years no claims bonus than you're able to provide proof for.

Yes, if a named driver makes a claim on your policy it will affect your no claims bonus in some circumstances.

If you need to speak to a member of our team, call us on 03300 240 612 during our opening hours and a member of our team will be happy to help.

Your Schedule will tell you your policy excess. You can find your Schedule in the My Account area of our website, under "My Policies".

Your documents will be available to view and download in your My Account in PDF format. If you chose to receive your documents through the post, please allow up to 10 working days for delivery.

Your payment information, insurance certificate and documents will be available in My Account shortly. Once you’ve registered please take some time to read and check your documents carefully and if anything is incorrect, please call us as soon as possible.

Yes - all of your documents will be available to view, download and print through the My Account area of our website.

Once you're in the My Account area, click "My Policies" to view your documents.

We'll only send you your documents by post if you asked for paper documents when you bought your policy. If you asked for paper documents and after 10 working days they haven't arrived, please contact a member of our team on 03300 240 612 or fill in our Contact Us form and we'll be happy to help.

Your payment information, insurance certificate and documents will be available in My Account shortly. Once you’ve registered please check your documents carefully and if anything is incorrect, please call us as soon as possible.

If you'd like to speak to a member of our team, please contact us on 03300 240 612. Alternatively you can use our online Contact Us form to submit your question.

You can view, download and print all of your policy documents through My Account. You can also upload your proof of no claims bonus if we ask to see it.

You just need to click "Forgotten Password" on the login page and an email will be sent to your registered email address with a link to reset your password.

If you want to update your email address, just contact a member of our team on 03300 240 612. 

Call our 24/7 claims helpline on 03300 240 613 and a member of our team will help you.

You should make sure everyone involved is unhurt first - if anyone has been injured, you should contact the emergency services on 999 for immediate assistance.

If you’re involved in an accident, even if it's not your fault, you should get details of the other driver(s) and any passenger(s) and record any injuries they may have, the make and registration number(s) of the other vehicle(s) involved and details of any property that's been damaged.

If possible, draw a quick sketch or take photographs of the direction and final position of each vehicle and the extent of the damage.

You should also give your details to anyone who has a good reason for needing them, but don't admit any fault.

Remember, you must tell us about any accidents you're involved in, even if you don't want to make a claim. Call our claims helpline on 03300 240 613 for 24/7 support.

For more information please see Your Car Insurance Policy document.

No. Please call our 24/7 claims helpline on 03300 240 613 and a member of our team will help you.

A fault claim isn't necessarily a claim where you were at fault - it's any claim where your insurance company has paid for any loss, damage or injury to yourself or a third party, when costs can't be recovered or are still being recovered. E.g. if your car was stolen and never recovered, it would be classed as a fault claim.

If you have a claim that hasn't been resolved at the start of your policy with us, it will be classed as a fault claim until you are able to provide proof that the claim has been settled as a non-fault claim.

For more information please see Your Car Insurance Policy document.

For more information please see Your Car Insurance Policy booklet.

Once you've let us know about your claim, we'll arrange for your car to be fixed by an approved repairer somewhere local to you. If you'd prefer not to use an approved repairer, please call us on 03300 240 613 before you get an estimate.

Please note that if you choose not to use an approved repairer, you won't receive a courtesy car as standard under your insurance policy whilst your car is being repaired.

For more information, please see your Car Insurance Policy document.

If someone has been injured in an accident please call 999 immediately.

You should let us know if anyone has been injured in the accident when you report it to us, or if injuries develop after the incident call us on 03300 240 613.

For more information please see Your Car Insurance Policy document.

If your car has been damaged to the extent that it's a total loss or write-off, your insurer will  offer you the current market value of the car, taking its age, mileage and condition into consideration.

Initially you may have to pay your excess but providing the third party accepts liability you should be able to recover any excess paid.

Full details of your excesses can be found in your Schedule.

If your car is being repaired following an accident, you'll receive a courtesy car if an approved repairer is used for the duration of the repairs.  This may be any car the approved repairer has available.

For full terms and conditions please see your Car Insurance Policy document.

A total loss is where the cost of repairs are more than 55% than the car's current market value, when you take into account its age, condition and mileage.

Full details of your excesses can be found in your Schedule.  

Additional excesses apply to all young and inexperienced drivers as shown below. These excesses apply to all accident, fire, theft, attempted theft and malicious damage claims, if the driver or last person in charge of the vehicle for the purpose of driving was a young or inexperienced driver.

You can call our 24/7 claims helpline on 03300240 613 to report a new claim or to ask about an existing claim.

You can update your details by contacting a member of our team on 03300 240 612.

You can change your password by logging into the My Account area of our website, clicking "My Account" and then "Change password".

You can check your details by logging into the My Account area of our website and clicking on "My Policies". You'll be able to see all of your documents there. If you want to make a change to any of these details, please contact a member of our team on 03300 240 612.

You can update your details by contacting a member of our team on 03300 240 612.

Yes, so long as they meet the acceptance criteria. If you'd like to add an additional driver to your policy please contact a member of our team on 03300 240 612.

Yes, you need to advise us of any changes that you've made to your car, whether you made the changes before or after your policy started. To let us know, please contact a member of our team on 03300 240 612.

No, we don't offer temporary additions to your policy. Please call 03300 240 612 if you'd like to permanently add someone to your policy.

There's an administration fee of £15 when you make any changes, and you must let us know as soon as possible if there's any change in circumstances as this could affect your insurance cover. If you don't tell us about a change of circumstances (e.g. moving house, getting a new job or changing your car) this could change your policy price or even invalidate your car insurance policy. Let us know by calling a member of our team on 03300 240 612.

If your details aren't correct on your policy documents, you should let us know as soon as possible by calling us on 03300 240 612.

Not telling us about a change in circumstances (e.g. moving house, getting a new job or changing your car) can affect your policy price or even invalidate your car insurance policy. Let us know about any changes by calling a member of our team on 03300 240 612.

It's an annual test that any car over 3 years old must pass, to make sure that it follows the minimum road safety and environmental standards required in the UK.

All our policies provide cover for 12 months, unless either party decides to cancel the contract.

Yes, if you'd like to make a claim or an update on the status of your claim, call our 24/7 claims helpline on
03300 240 613

We don’t currently offer second car discounts. 

Thatcham Research is the motor insurance industry’s automotive research centre, and are experts in motor security and safety testing. 

Thatcham Research provide ratings for car alarms and immobilisers, which helps customers tell their insurers what security measures their car has. 

For your car to be Thatcham Category 1, it will have an in-built alarm and immobiliser which feature perimeter, ignition and movement detection, tilt or lean detection and an alarm with its own dedicated power supply. The immobiliser must disable at least two essential operating systems which the car requires to operate, and must be passively set (you don't have to set it yourself or is armed after a set period of time).

Your car is Thatcham Category 2 if it only has an immobiliser that meets the standards set out in Category 1, but isn’t fitted with an alarm.

Please visit the Thatcham Research website for more information about their category ratings system and the work that they do. 

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.

You can call us on 03300 240 612.

or email us at: customerservice@car.johnlewisfinance.com

or you can write to us at:

John Lewis Finance
PO Box 887
HALIFAX
HX1 9UE

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.

Under certain circumstances, it may be possible for us to speak to someone the policyholder trusts to speak on their behalf. This is at our discretion, and only applies with the policyholder's express permission following successful Data Protection checks.

You can call our 24/7 claims helpline on 03300 240 613 to report a new claim or to ask about an existing claim.

We're open:
Monday to Friday: 8.30am – 6pm
Saturday: 9am – 5pm
Sunday: 10am – 4pm

Please note, we are closed on bank holidays.