Help Category: Making changes

Can I change the policyholder?

We don’t provide the option to change the policyholder on your cover. You will need to cancel your policy and start a new one to be covered under a new policyholder.

If you need to do this, please email us on service@insurethebox.com or call us on 0333 103 0030. We’re unable to process new quotes via Live Chat.

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What can I do if I sell my car but I’m not sure when I’ll get a new one?

We don’t provide temporary cover or the ability to freeze your policy payments. You can:

  • keep your cover running until you’ve bought a new car and then change your details, or
  • cancel your policy and get a new one when you’ve bought a car.

Please note the following administration fees apply when cancelling your policy:

  • £30 if a black box has not been fitted to your car
  • £80 if a black box has already been fitted to your car, or had been fitted to a car you previously insured with us.

Insurance Premium Tax will be charged at the appropriate rate.

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Can I change my payment details?

Please register with https://digital.premiumcredit.com/ to view and make amendments to your agreement and make payments.

  • You can change your bank details.
  • You can change your payment date (certain conditions apply).
  • You can change from monthly payments to annual, if you pay off the entire remaining balance on your credit agreement.

A fee is charged by Premium Credit Limited when changing the payment date or for late payments. Please refer to your credit agreement or contact Premium Credit Ltd for information.

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How do I change my portal password?

If you’re logging in to Your Portal for the first time, your password will be the one you provided when you bought your policy. You can always reset your password (at least 8 characters long with one number) and change it any time in Your Portal. If you’re still having trouble, please speak to one of our agents on Live Chat.

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How do I update my contact details?

You can update your email address and mobile number in Your Portal, or by contacting us on service@insurethebox.com (for data protection purposes, you need to email us from the email address registered on the policy in the first instance prior to any changes being made).

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How do I add a new driver?

You can add a named driver to your policy in Your Portal, or by contacting us on Live Chat.

Please note: this may result in an increase or decrease in premium. The following fees apply for adding or removing a driver to/from your policy:

  • £25 via our Service Centre or £5 via Your Portal

If you make more than one change at once, you will only have to pay one fee (whichever is the highest). Insurance Premium Tax will be charged or refunded at the appropriate rate.

If you have a credit agreement, these fees will be added to your monthly instalments if there are any left to pay. Please note that Premium Credit Ltd will also charge a transaction fee. The cost can be spread across your remaining payments, unless you’ve made the changes within 8 days from your direct debit payment. If you’re 8 days or fewer away from your last direct debit payment, we will take a manual card payment.

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How do I change my personal details?

You need to tell us about any changes, like moving house or changing your car, which may affect your policy. To change details please log in to Your Portal, or speak to one of our agents on Live Chat.

Please note: this may result in an increase or decrease in premium. The following fees apply for policy changes:

  • £90 via our Service Centre or £85 via Your Portal, if you change your car and a black box has already been fitted to your car, or had been fitted to a car you previously insured with us.
  • £25 via our Service Centre, if you change your overnight parking address
  • £25 via our Service Centre or £5 via Your Portal if you add/remove a driver to/from your policy

If you make more than one change at once, you will only have to pay one fee (whichever is the highest). Insurance Premium Tax will be charged or refunded at the appropriate rate.

If you have a credit agreement, these fees will be added to your monthly instalments if there are any left to pay. Please note that Premium Credit Ltd will also charge a transaction fee. The cost can be spread across your remaining payments, unless you’ve made the changes within 8 days from your direct debit payment. If you’re 8 days or fewer away from your last direct debit payment, we will take a manual card payment.

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How much excess will I pay if I make a claim?

You can find details of applicable excesses in your Policy Schedule that you will need to pay in the event of a claim for damage to your car.

If you are not at fault and you report the incident to us quickly, you may not have to pay any excess.

We won’t apply your policy excess to a claim for medical expenses, personal belongings, nor when your car is being used by the motor trade or in the custody or control of valet parking.

If you need to make a claim, or require any further assistance, please call our Claims team on 0333 103 0030.

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What should I do if my windscreen gets damaged?

Call our approved windscreen repairer, Auto Windscreens, on 0330 022 9449. They will arrange to either repair or replace the windscreen at your convenience.

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What happens if my car is stolen?

  1. If your car has been stolen, dial 101 and ask to be put through to your local police.
  2. Make sure you know your car’s registration number, make, model and colour.
  3. The police will provide you with a crime reference number, and let the DVLA know that your car has been stolen.
  4. Contact our Claims team on 0333 103 0030.
  5. We’ll confirm your details, record the crime reference number and begin to monitor the location of your car, liaising with the police as appropriate.

Hopefully, your car will be recovered undamaged. If your car is recovered but damaged, or not recovered at all, please call our Claims team on 0333 103 0030 and we’ll help you with your claim.

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