What if I don’t receive an App verification code? +
The code may take a few minutes to arrive, try switching from WiFi to mobile data. Please be patient, if you request an additional code the first one will become invalid.
Welcome to Customer Help and Advice
Our help section is designed to answer your questions or put you in touch with the right team.
The sections below have been broken down into categories so that you can start looking for answers to your questions as quickly as possible.
This section offers answers to agreement holders frequently asked questions. If you are a dealer or repairer support can be found by clicking here.
Are you looking for our Privacy Policy? You can find it HERE
Categories
General - Warranty
Claims - Warranty
Claims - SMART
Claims - GAP
Claims - Wheel Insurance
Amendments
Cancellations
Payments
Additional Support
Complaints
Contact Us
Why is the App telling me to contact customer support? +
If you are using a VPN, the AutoProtect App will not work as expected, please try the App on a UK network to view your agreement term and amend personal details.
How do I let you know I need extra support? +
If you think you might need additional support due to your personal or financial circumstances, you can tell us:
- During a claim or policy phone call
- Through our online contact options
- By asking someone you trust to contact us on your behalf
There’s no formal process — simply let us know what would help
We have the ability to flag on systems, to ensure all call handlers are aware during all interactions.
What happens if I make a claim while I’m vulnerable? +
We’ll take reasonable steps to make sure:
- The claims process is explained clearly
- You understand what information is needed and why
- Decisions are made fairly and without unnecessary pressure
You can ask us to slow things down or explain anything again at any point.
What if I don’t feel able to give consent right now? +
If we believe you may be vulnerable and are concerned about your ability to engage or make informed decisions, we may pause certain actions and seek internal guidance to make sure we act appropriately and in your best interests. This is only done when necessary and in line with our regulatory responsibilities.
How will you use the information I share? +
We only use information about your support requirements to tailor your support if required and make reasonable adjustments where needed.
I’m finding things difficult right now. Can you help? +
Yes. We understand that life events or personal circumstances can make dealing with insurance harder. If you’re finding it difficult to manage a claim, cancellation, or policy change, we’ll take reasonable steps to support you.
Will you check in with me again? +
Where appropriate, we may check that the support we’ve put in place is still suitable. You can ask us to change or stop this at any time.
