If you would like to discuss your existing Premium Credit account including amendments, changes to Direct Debits or changes to collection dates, please call us on 01279 456500, option 4.
Our opening hours are Monday-Friday 9:00am -5:00pm.
Alternatively, you can complete the contact form below.
Please be aware that we are only able to change your payment date to 5 days either side of your current payment date.
If there has been an additional charge collected alongside your monthly repayment, these charges should be explained on your Credit Agreement, which was issued to you by Premium Credit.
If you would like further information, please visit: help.premiumcredit.com/faq-personal-customers.
In order to update your payment date, you can either call us on 01279 456 500 option 4, we are open Monday - Friday 9am - 5pm.
We will be able to look into getting these details updated over the phone.
Or you can use the contact us form below to request the change.
Please note we are only able to move the payment date 5 days either side of the current payment date, which is free of charge.
In order to update your account details, please call us on 01279 456 500 option 4, we are open Monday - Friday 9am - 5pm.
We will be able to look into getting these details updated over the phone.
Premium Credit are the number one Premium Finance Company in the UK and Ireland.
Premium Credit provide the finance to pay your premium in full upfront and you repay them by monthly Direct Debit.
Premium Credit will contact you and request you to sign a Credit Agreement.
We aim to process your cancellation request within 2 working days.
If you sent us your bank details with your request, your refund will be paid directly into your bank account.
Please note this can take up to 5 working days.
To make a claim, please visit www.apapp.co.uk within 30 days of the total loss (via smartphone, tablet or pc).
You will be asked to confirm a few personal details before you can submit a claim request. It will take no more than a minute or two.
Following confirmation of this information, you will be sent an email containing a link to a secure website that allows you to upload the information and documents we require to complete your claim.
You will be asked to provide PDFs or images of the following:
The sooner we get your information, the sooner we will process your claim.
Following submission of your documents as requested, you should allow five working days for all information to be reviewed and the vehicle to be valued.
The completed claims pack is sent to our underwriters for approval and once approved, the settlement figure will be sent in writing to you.
Once we have received your acceptance of the settlement amount, payment will be with you within 10 working days.
**It is important that you do not accept any loss settlement figure from your Insurer before speaking to us. Please refer to your terms and conditions for details.
If you have a question on query in regards to AutoProcess, please call our IT Support team on +44 (0) 1279 456 555 or email business-support@autoprotect.net
To cancel your GAP/RTI policy, please call us on 01279 456 500.
You have the right to cancel the GAP/RTI policy at any time.
IMPORTANT TO NOTE:
Cancellation WITHIN 30 days of policy start date.
If the policy is cancelled within the first 30 days, you will be entitled to a full refund providing no claims have been submitted. Cancellation requests within the first 30 days of start date should be referred to the company from which you purchased the policy.
Cancellation 30 days AFTER policy start date.
If you wish to cancel your policy after 30 days and you do not wish to transfer the policy to a replacement vehicle you will be entitled to a pro-rata refund on the remainder of your policy, which will be calculated monthly and is paid for each full month left to run. A fee of £35 will be payable if you decide to cancel your policy which reflects the administrative cost of cancellation.
If the policy is not paid in full, you will only be refunded an equivalent amount and not the full cost of the policy, which will be pro-rata and will be calculated monthly and is paid for each full month left to run.
If you have submitted any claims against your policy you will not be able to request a refund. If you have transferred your policy to a replacement vehicle, you will only be entitled to a refund of the original cost which does not include any administration fee paid for the transfer.
Please note that it can take up to seven working days to process your cancellation request.
CLICK HERE to view our ‘What do I do if I break down out of hours?’ video.
Occasionally you may require emergency assistance out of hours and will be unable to contact the Claims Office to provide a Claim Authority Number. In this circumstance, you will need to settle your invoice and call the claims department within working hours to discuss your repair and provide details of the repairing garage. Please make sure you get VAT receipts and ask the repairing garage to save the old parts for 7 days. Upon validating the claim, within the terms and conditions of your agreement, we will pay reasonable costs towards your repair.
The Claims Office will require the following information:
PLEASE NOTE: No repairs should be carried out before obtaining an authorisation number from us.
We prefer that you use our nationwide nominated repairer network, Halfords Autocentres (click here to find a local garage).
We have inspected these garages and approve of the standard of workmanship and quality that they provide, which is continuously monitored to ensure that they are offering the best customer service.
However, if you want to use a different garage there’s no problem but they must first telephone AutoProtect Administration (APA) to obtain approval for the work and to agree the costs for which the dealer will be responsible. Please note that should you choose to use your local repairer they will only be paid up to the equivalent APA national labour rate
If you cannot find the answer to your question on our website, please call us on 01279 456 500 and select the relevant option when prompted. A member of our team will be able to help you.
If you cannot find the answer to your question above, please call our agreement holder line on 01279 456 500 and select the relevant option when prompted.
In order to process your payment, we need to have received your invoice. If you have not yet submitted it, please send it directly to invoices@autoprotect.net and quote your agreement number and vehicle registration.
If our claims team have approved your claim and we have your invoice the payment can take up to five working days to be processed and reach your account (BACs transfer).
If you have been waiting longer than five working days, please call us on 01279 456555 (Option 2) and we’ll determine what may be holding up your payment and advise on what to do next.
If you used iProcess to submit a repair and it has subsequently been approved, you must also create your invoice in iProcess. Click here to log in and locate the repair in question to upload the invoice. iProcess will flag the status of the repair as awaiting invoice if we are waiting on a copy from you.
The quickest and fastest way to submit a repair is through iProcess. Click here to access iProcess. If you haven't submitted a repair to us before, you can create a new account to do so.
iProcess is a web-based repair platform which will allow you to submit everything you need to in order to support the customer's claim. We'll communicate with you via this platform, and you'll be able to track the progress of the repair end-to-end.
If you need help with the platform or encounter any problems, please call us on 01279 456 555.
Please note that your GAP/RTI policy is not transferable to any other person or business.
If you wish to transfer the policy to a replacement vehicle you must contact the administrator within 7 days of the replacement vehicle purchase with the following information:
Please note that any transfer is invalid unless the replacement vehicle is purchased from a motor dealer.
An administration fee of £35 may be applicable which should be made payable to AutoProtect (MBI) Ltd. Please check your terms and conditions to confirm if this is the case.
If you have submitted any claims against your policy you will not be able to request a transfer.
Please send the required information to:
AutoProtect GAP Transfers
Warwick House
Roydon Road
Harlow
Essex
CM19 5DY
For an update on your ongoing claim, please contact us on +44 (0) 1279 456 500.
The following applies:
Warranty Claim
Please call: +44 (0)1279 456500
SMART/Alloy/Tyre/GAP
Please download our simple and easy-to-use App. Visit your app store and search 'AutoProtect Claims'.
It's the quickest way to submit your claim and for us to deal with your request.
Other products:
Please call: +44 (0)1279 456500
The claims engineer will take all the details from you and explain what will happen next.
You may be asked for the following information so please have this to hand:
The quickest and most effective way to register your claim is by using the simple and easy-to-use AutoProtect App.
Click HERE to download our APP.
Alternatively, you can use our App in your browser here: www.autoprotect-app.co.uk on any device within 90 days of the total loss.
For a full guide to our GAP claims process, view our claims guide.
You will be asked to confirm a few personal details before you can submit your claim. Following confirmation of this information, we'll send you a secure link by email which you can use to upload the required documentation.
You will be asked to provide PDFs or images of the following:
The sooner we get your correct information, the sooner we will process your claim.
Once we have your documentation, you should allow five working days for all information to be reviewed and the vehicle to be valued.
The completed claims pack is sent to our underwriters for approval and once approved, the settlement figure will be sent in writing to you.
Once we have received your acceptance of the settlement amount, payment will be made to you or your finance company within 10 working days.
*Texts are charged at your standard message rate.
**It is important that you do not accept any loss settlement figure from your Insurer before speaking to us. Please refer to your terms and conditions for details.
We realise that things can go wrong and there may be occasions when you feel that we have not provided the service you expected. When this happens we want to hear about it so that we can try to put things right. If you have cause for complaint it is important you know we are committed to providing you with an exceptional level of service and customer care.
Please complete the form below.
AutoProtect will contact you within five days of receiving your complaint to inform you of the action being taken.
A resolution to the problem and an answer will be provided within four weeks. If it is likely to take longer than four weeks, you will be advised as to when you can expect an answer.
Click here for our full Complaints Procedure.
We constantly strive to provide the best possible service to our clients and their satisfaction is our reward. Frankly, the more satisfied clients we have, the more our business will thrive. So testimonials like yours are extremely important to us.
Your comments also provide our existing, new and potential clients with assurances that they are working with an organisation that cares about customer service.
We would very much like to use your testimonial in our marketing materials, particularly online and would therefore be grateful if you could please provide us with your authority within the form below along with your testimonial.
This is information is for our records only and will not be passed to any third party.
UNDER NO CIRCUMSTANCES WILL WE USE ANY DETAILS THAT REVEAL PRIVATE INFORMATION, INCLUDING YOUR FULL NAME.
Thank you for your interest in AutoProtect.
To contact our Dealer Development team, please complete this form and we will get back to you.
Please complete this form with the agreement number and vehicle registration number or call us on 01279 456 500
Please complete this form with the amendments required along with your agreement number and vehicle registration number or call us on 01279 456 500
Please complete this form with the agreement number and vehicle registration number or call us on 01279 456 500
Please complete this form with the agreement number and vehicle registration number or call us on 01279 456 500
If you used iProcess to submit the customer's claim and it has subsequently been approved you must also create your invoice in iProcess. Click here to login.
Otherwise, please email your invoice to invoices@autoprotect.net with the agreement number and vehicle registration number.
Please complete this form and we'll get back to you.
If you can’t find what you are looking for in this section, please complete this form and we'll get back to you.
For an update on an ongoing claim, please contact the claims team on +44 (0) 1279 456 555.
The quickest and fastest way to make a claim is through iProcess.
Click here to access iProcess.
If you haven't submitted a repair to us before, you can create a new account to do so.
iProcess is a web-based repair platform which will allow you to submit everything you need to in order to support the customer's claim. We'll communicate with you via this platform, and you'll be able to track the progress of the repair end-to-end.
If you need help with the platform or encounter any problems, please call us on 01279 456 555.
Please complete the form below along with details of the cancellation/amendment in the description.
If you need to update the details on a customer agreement, please complete this form with the CURRENT details and the amendments required in the description.
Please refer back to your selling dealer to obtain the correct information regarding your agreement.
We realise that things can go wrong and there may be occasions when you feel that we have not provided the service you expected. When this happens we want to hear about it so that we can try to put things right. If you have cause for complaint it is important you know we are committed to providing you with an exceptional level of service and customer care.
Please complete the form below.
AutoProtect will contact you within five days of receiving your complaint to inform you of the action being taken.
A resolution to the problem and an answer will be provided within four weeks. If it is likely to take longer than four weeks, you will be advised as to when you can expect an answer.
Click here for our full Complaints Procedure.
We constantly strive to provide the best possible service to our customers and your satisfaction is our reward. Frankly, the more satisfied customers we have, the more our business will thrive. So testimonials like yours are extremely important to us.
Your comments also provide our existing, new and potential customers with assurances that they are working with an organisation that cares about customer service.
We would very much like to use your testimonial in our marketing materials, particularly online and would therefore be grateful if you could please provide us with your authority within the form below along with your testimonial.
This is information is for our records only and will not be passed to any third party.
UNDER NO CIRCUMSTANCES WILL WE USE ANY DETAILS THAT REVEAL PRIVATE INFORMATION, INCLUDING YOUR FULL NAME.
If your claim has been authorised and you have completed the repair, please email your invoice to:
Email: invoices@autoprotect.net
with your claims authorisation number, agreement number and vehicle registration number.
The quickest and most effective way to register your claim is by using our simple and straightforward claims app.
Click HERE to download our APP.
Or you can claim online here: www.autoprotect-app.co.uk on any device.
For a full guide to our SMART claims process, view our claims guide.
Take a look at our video HERE
*Texts are charged at your standard message rate - usually inclusive on most tariffs.
For full guidance on our warranty claims process, view our guidance document.
To make a new warranty claim, please contact us:
Phone: +44 (0) 1279 456 500
The claims engineer will take all the details from you and explain what will happen next.
You may be asked for the following information so please have this to hand:
PLEASE NOTE: No repairs should be carried out before obtaining an authorisation number from us.
In order to process your payment, we need to have received your invoice. If you have not yet submitted it, please send it directly to finance@autoprotect.net and quote your agreement number and vehicle registration.
If our claims team has approved your claim and we have your invoice the payment can take up to five working days to be processed and reach your account (BACs transfer).
If you have been waiting longer than five working days, please call us on 01279 456500 (Option 2) and we’ll determine what may be holding up your payment and advise on what to do next.
If you can’t find what you are looking for in this section, please complete this form and we'll get back to you.
Depending on the type of cover you have, you may be able to cancel your agreement.
GAP policy cancellations:
The simplest most straightforward way to request cancellation and submit the appropriate admin fee is via our smartphone APP.
1) Visit your APP store and search 'AutoProtect claim'
2) Or click HERE to go to the download page
All other policy types:
Please complete the form, below if applicable, we will be able to cancel your agreement and arrange a refund.
Additional details on whether it is possible to cancel your agreement can be found within your terms and conditions.
Please note that it can take up to seven working days to process your cancellation request.
Depending on the type of cover you have, you may be able to transfer your agreement to the new owner.
Please check your terms and conditions to confirm if this is the case.
If your agreement is transferable upon resale of the vehicle, it will only be to a private individual and the following criteria apply:
Your agreement may not be transferred if the vehicle is sold to a motor dealer or trader and will be cancelled automatically with such a sale.
Please note that it can take up to seven working days to process your transfer request.
If you have changed your name and need to update the details on your agreement, please complete this form with your CURRENT details and the amendments required in the description.
If you have moved and need to update the details on your agreement, please complete this form with your CURRENT details and the new address in the description.
If you have put a personalised license plate on your vehicle, you will need to let us know. To be able to update our records, we will require the following information:
Please email these details, ensuring you attach a copy of your V5 document to customersupport@autoprotect.net
Thank you.
Please refer back to your selling dealer to obtain the correct information regarding your agreement.