Car Insurance

Frequently Asked Questions

Got a question? See if you can find the answer in our most frequently asked questions. If not, you can contact us instead using our online Contact Us form or call us on 03300 240 612.

  1. I'm having trouble with My Account

    • The My Account area is telling me that I've got to have a policy?

      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.

    • My Account doesn't recognise my login details?

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

    • I've not yet recieved an email about resetting my password

      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.

    • It says my password isn't complicated enough?

      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. !,”,£,$,%,&,*,#)

    • I can't remember or want to change my email address

      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.

    • It's telling me that my email address is invalid?

      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.

    • Where can I find my documents in My Account?

      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.

    • There aren't any documents in My Account?

      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.

    • How do I register for My Account?

      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. !,”,£,$,%,&,*,#)

    • I've tried to change my password for My Account but I still can't login?

      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. !,”,£,$,%,&,*,#)

  2. Getting a Quote

    • How do I save my quote?

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

    • How do I retrieve my quote?

      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

    • I don't know the car's registration number - can I still get a quote?

      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.

    • What is an excess?

      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.

    • What's a modification?

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

    • What age do I need to be to buy car insurance from John Lewis Finance?

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

    • Will a medical condition affect me getting car insurance?

      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.

    • If I have a conviction will it affect my quote?

      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.

    • Do you insure drivers with disabilities?

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

    • Can I get insurance if I haven't passed my test yet?

      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.

    • What are the young driver excesses that might apply to my policy?

      Young driver excesses:

      Driver aged under 21 £350
      Driver aged 21-24 years of age £250
      Driver aged 25 or over who is not an experienced driver    
      (i.e. someone who has not held a full licence for at least 12 months)
      £150

       

    • How much is my Windscreen excess?

      If your windscreen or windows are repairable you do not need to pay an excess.

      If your windscreen or windows need replacing, the excess applicable is £60.

      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.

    • Can I change the amount I pay as my deposit?

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

    • Who can pay my 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.

    • Who can pay for my car insurance?

      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.

  3. Cover and Additional Products

    • What type of car insurance is available from John Lewis Finance?

      We only offer comprehensive car insurance.

    • Does my cover allow me to drive my car abroad?

      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 90 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 90 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. 

    • What Breakdown cover options are available?

      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.

    • Can other people drive my car on my policy?

      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.

    • What does the Motor Legal Protection Cover include?

      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.

    • What does Personal Accident cover include?

      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.

    • What’s the difference between Replacement Car cover and a Courtesy Car?

      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.

    • Are my keys covered if I lose them or have them stolen?

      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.

    • Can I temporarily add another driver to my policy?

      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.

    • When will I get a courtesy car?

      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.

    • Am I covered if my handbag is stolen from my car?

      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.

    • Is my sat nav covered under my car insurance policy?

      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.

    • What is a Green Card and why is it needed?

      A Green Card is an international certificate of insurance which guarantees that UK motorists have the necessary third-party insurance cover to drive in the EU. You need to present a physical copy of the Green Card on green paper to be allowed to drive in EU countries, as digital copies are not currently accepted. 

    • Will I need a Green Card to drive in the EU?

      If you’re planning a trip that will finish before 31st October 2019 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 October 2019, you’ll need to let us know at least a month before you leave, so we can issue you a Green Card. 

    • How will we issue Green Cards?

      At this time we can’t confirm the full process of issuing Green Cards while negotiations are ongoing, though it will be implemented by us. If you do plan to drive within the EU after the 31st October 2019, please contact us at least a month before you travel so we can issue you with a Green Card. 

    • Will there be a fee for Green Cards?

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

    • Will I still be insured to drive in EU after Brexit?

      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.

      With negotiations ongoing over the UK’s exit of the European Union (EU), we want to update you on the potential impact for customers if the UK leaves without a deal.

      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 the 31st October 2019. 

  4. Payments and Direct Debit

    • Can I repay my balance early?

      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.

    • How do I review and update my payment details I use on my policy?

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

    • Can I pay by credit or debit card on a continuous basis?

      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.

    • What's a Running Account Credit Agreement?

      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.

    • What is Insurance Premium Tax?

      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.

    • Can I pay for my insurance policy using someone else’s credit/debit card?

      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.

    • How can I pay for my insurance?

      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.

    • How much is the charge for using a credit card?

      There is no charge for using a credit card.

    • Can I cancel my direct debit instruction at any time?

      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 I miss a Direct Debit payment, how long do I have to make a payment?

      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.

  5. Renewing and Cancelling

    • How do I renew my car insurance?

      We’ll send you a renewal invite 25 days before the renewal date. Please check your documents and if your details are up to date you can renew online in the My Account area of our website. To make changes to your policy please call 03300 240 612.

      If you’ve chosen to automatically renew please check your details are up to date online. We’ll renew your policy unless you tell us not to before the renewal date.

    • How can I change my policy details before I renew?

      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.

    • Can I renew my car insurance online?

      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.

    • How can I check if I've opted in to automatic renewal?

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

    • How do I get my proof of no claims bonus?

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

    • What should I do if I don't want to renew my car insurance with you?

      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.

    • Can I update my payment details online?

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

    • Is there a charge for cancelling my policy?

      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.

    • How can I cancel my car insurance policy?

      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.

  6. No Claims Bonus

    • What is no claims bonus?

      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.

    • What is no claims bonus protection?

      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.

    • How can I send you my proof of no claims bonus?

      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.

    • How much of my no claims bonus will I lose if I have an accident?

      If you make a claim that affects your no claims bonus, we apply a step-back policy at renewal that reduces your no claims bonus for each claim made, depending on the number of claims made and whether you have no claims bonus protection. This is true even if you weren't responsible for the accident, for example if your car was stolen or damaged by vandals.

      If you make a claim, we may also apply a higher premium or excess when you renew your policy. You'll find full details of the step-back policy in Your Car Insurance Policy document.

    • What will happen if I don’t send proof of my no claims bonus?

      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.

    • I’m using my no claims bonus on another motor policy. Can I use it on this policy at the same time?

      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.

    • Do you accept no claims bonus earned from outside the UK?

      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

    • How do I know you've received my proof of no claims bonus?

      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.

    • Can I use my Motorbike no claims bonus on my car policy?

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

    • If I'm a named driver will I build my own no claims bonus?

      No, only the policyholder can earn no claims bonus.

    • What do you accept as proof of 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

    • Why's my previous insurer only given me 9 years no claims bonus when I should have more?

      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.

    • If a named driver makes a claim, can it affect my no claims bonus?

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

  7. My Account and Documents

    • If I need help, can I talk to someone on the phone?

      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.

    • Where can I find the amount of excess I have to pay?

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

    • How can I view my documents?

      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.

    • One or more of my policy documents are missing.

      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.

    • Will I be able to see all of my documents online?

      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.

    • Why haven’t I received my policy documents through the post?

      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.

    • I don't understand something in my policy documents - who can help me?

      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.

    • What can I use my online account for?

      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.

    • How do I log into My Account?

      Provided that you've already registered, you can click here and enter both your email address and the password you created when you registered.

      If you've not registered for the My Account area, please click Register.

    • What happens if I forget my password?

      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.

    • What happens if I've changed my email address?

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

  8. Claims and Excess

    • How can I make a claim?

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

    • What should I do if I'm involved in an accident?

      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.

    • Can I notify you of a claim online?

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

    • What's a fault claim?

      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.

    • What's a non-fault claim?

      A non-fault claim is where your insurance company haven't paid any costs following an accident, or they've been able to fully recover any costs paid for the damage to your car.

      For more information please see Your Car Insurance Policy booklet.

    • How do I get my car fixed after an accident?

      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.

    • What should I do if someone in my car has been hurt during an accident?

      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.

    • What happens if my car is a total loss?

      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.

    • Do I need to pay my excess even if the claim wasn't my fault?

      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.

    • Will I be provided with a courtesy car if I am involved in an accident?

      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.

    • What's a total loss?

      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.

    • What excesses will I have to pay?

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

    • How much is the young driver excess?

      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.

      Driver aged under 21 £350
      Driver aged 21-24 years of age £250
      Driver aged 25 or over who is not an experienced driver    
      (i.e. someone who has not held a full licence for at least 12 months)
      £150
    • How do I contact you about my claim?

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

  9. Making Changes

    • How do I update my details?

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

    • How do I change the password for my account?

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

    • Where can I check my details to make sure they are up to date?

      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.

    • How do I make a change to my policy (such as my address, my payment details or my car)?

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

    • Can I insure another driver to drive my car?

      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.

    • Do I need to let you know that I have made modifications to my car since taking out the insurance policy?

      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.

    • Can I temporarily add a named driver to my insurance?

      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.

    • Will I be charged an administration fee if I change anything on my 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.

    • There's something wrong on my policy documents - what should I do?

      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.

    • What happens if I don't tell you about a change to my policy?

      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.

  10. Additional Questions

    • What is an MOT?

      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.

    • How long will my policy last?

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

    • Is there someone to talk to about my insurance claim?

      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

    • Do you offer second car discount?

      We don’t currently offer second car discounts. 

    • Who are Thatcham Research?

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

    • What’s a Thatcham Research Category rating?

      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. 

  11. Contact Us

    • I have a complaint, who should I contact?

      If you have a complaint, you can notify us online using the Contact Us form or you can call us on 03300 240 617.

      or email us at: customer.relations@car.johnlewisfinance.com

      or write to us at:

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

      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.

    • How do I contact you?

      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.

    • Who can speak for me on the phone?

      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.

    • How do I contact you about my claim?

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

    • When are you open?

      We're open:
      Monday to Friday: 8.30am – 8pm
      Saturday: 9am – 5pm
      Sunday and Bank Holidays: 10am – 4pm

Great Cover

Expert Rated

Our cover is rated 5 Star which means you get an excellent product with a comprehensive range of features and benefits.

Safe and Secure

Safe and Secure


We have a number of checks to ensure we're only offering cover to honest customers, so we can maintain low premiums