Car Insurance

Frequently Asked Questions

As the coronavirus and the rise in the cost of living continues to affect us all, we appreciate you might have questions about your Car Insurance policy. Rest assured, we’re here to help you with all the support and information you might need.

You’ll find answers to many of your questions here. If not, you can use our Contact us form or call us on 03300 240 612.

  1. Cost of Living Support

    • I am struggling to afford my monthly insurance payments

    • I want to cancel my policy and register my vehicle for SORN

    • I'd like to pause my policy

    • I am going through a difficult time

  2. I'm having trouble with My Account

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

    • My Account doesn't recognise my login details?

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

    • It says my password isn't complicated enough?

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

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

    • Where can I find my documents in My Account?

    • There aren't any documents in My Account?

    • How do I register for My Account?

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

  3. Getting a Quote

    • How do I save my quote?

    • How do I retrieve my quote?

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

    • What is an excess?

    • What's a modification?

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

    • Will a medical condition affect me getting car insurance?

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

    • Do you insure drivers with disabilities?

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

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

    • How much is my Windscreen excess?

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

    • Who can pay my deposit?

    • Who can pay for my car insurance?

  4. Cover and Additional Products

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

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

    • What Breakdown cover options are available?

    • Can other people drive my car on my policy?

    • What does the Motor Legal Protection Cover include?

    • What does Personal Accident cover include?

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

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

    • Can I temporarily add another driver to my policy?

    • When will I get a courtesy car?

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

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

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

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

  5. Payments and Direct Debit

    • Can I repay my balance early?

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

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

    • What's a Running Account Credit Agreement?

    • What is Insurance Premium Tax?

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

    • How can I pay for my insurance?

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

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

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

  6. Renewing and Cancelling

    • How do I renew my car insurance?

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

    • Can I renew my car insurance online?

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

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

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

    • Can I update my payment details online?

    • Is there a charge for cancelling my policy?

    • How can I cancel my car insurance policy?

  7. No Claims Bonus

    • What is no claims bonus?

    • What is no claims bonus protection?

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

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

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

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

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

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

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

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

    • What do you accept as proof of no claims bonus?

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

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

  8. My Account and Documents

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

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

    • How can I view my documents?

    • One or more of my policy documents are missing.

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

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

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

    • What can I use my online account for?

    • How do I log into My Account?

    • What happens if I forget my password?

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

  9. Claims and Excess

    • How can I make a claim?

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

    • Can I notify you of a claim online?

    • What's a fault claim?

    • What's a non-fault claim?

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

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

    • What happens if my car is a total loss?

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

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

    • What's a total loss?

    • What excesses will I have to pay?

    • How much is the young driver excess?

    • How do I contact you about my claim?

  10. Making Changes

    • How do I update my details?

    • How do I change the password for my account?

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

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

    • Can I insure another driver to drive my car?

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

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

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

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

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

  11. Additional Questions

    • What is an MOT?

    • How long will my policy last?

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

    • Do you offer second car discount?

    • Who are Thatcham Research?

    • What’s a Thatcham Research Category rating?

  12. Contact Us

    • I have a complaint, who should I contact?

    • How do I contact you?

    • Who can speak for me on the phone?

    • How do I contact you about my claim?

    • When are you open?

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