Our planned upgrades, explained
These upgrades are intended to improve the functionality of our systems to provide better service for our customers. We're sorry for any inconvenience this causes, and we understand if you have questions. Please refer to the Frequently Asked Questions below.
Between 6pm on 7th October and 6pm on 8th October
Phone lines, webchat and MyAccount services will be unavailable.
Between 6pm on 7th October and 6pm on 10th October
We won't be processing refunds, payments or documents. Existing customers will not experience any changes to or lapse in their insurance policies.
Out-of-hours contacts will still be available if you have a major issue, like a breakdown or a home emergency.
When can I access MyAccount?
MyAccount is unavailable to existing customers from 6pm on 7th October, until 6pm on 8th October. After this initial 24 hour period, MyAccount services should resume as usual. You can access it outside of this time frame if you’re already registered.
Where can I register for MyAccount?
You can't register for MyAccount from 6pm on 7th October until 6pm on 10th October. You can register outside of this time frame.
When can I buy a new policy?
You can't buy a new policy from 6pm on 7th October until 6pm on 8th October. You can buy a policy outside of this time frame.
What if I need to claim during this time?
You will not be able to register a new claim or make changes to an existing claim between 6pm Saturday 7th October and 6pm Sunday 8th October. However, if you're covered, you can call our out of hours support for major issues like breakdowns, boiler or home emergencies and if you need side of the road recovery due to an accident, please call 0800 600 840.
When can I retrieve a new quote?
You can't retrieve a quote from 6pm on 7th October until 6pm on 10th October. You can retrieve a quote outside of this time frame.
I’m due for renewal during this time - will I still be insured?
Yes, your cover will remain in place. However, there’ll be a delay in processing your renewal payment. Everything will be back to normal by 6pm on 10th October.
You haven't taken my payment - why?
We aren't taking payments from 6pm on 7th October until 6pm on 10th October. We'll take any payments automatically after this date. You don't need to contact us.
I haven’t got my refund - why?
We aren't processing refunds from 6pm on 7th October until 6pm on 10th October. We'll automatically process any refunds due after this date. You don't need to contact us to arrange it.
When will I get my documents?
We won't send any documents from 6pm on 7th October until 6pm on 10th October. New documents won’t show in MyAccount during this period either. We’ll carry on sending them after this time.
Why can't I see my documents in MyAccount?
New documents won’t show in MyAccount from 6pm on 7th October until 6pm on 10th October. After this date, pending documents will automatically upload.