Finance

Register Activate account
Log in to Online Banking

Frequently asked questions

Frequently asked questions

Car Insurance FAQ

 

 

Will you insure me?

There will be some situations where we will be unable to provide a quotation for car insurance online:

  • If any driver is not aged between 21 (19 if female) and 80.
  • If you do not have at least 1 years no claim discount.
  • If you live in Northern Ireland or the Channel Islands.
  • If for all drivers there is more than 1 suspension of any driving licence in total within the last 5 years.
  • If any driver including yourself have a prosecution(s) pending. Our Contact Centre may be able to offer a quote, please see below for contact details.
  • If you are not the main driver, owner and registered keeper of the car. Our Contact Centre may be able to offer a quote - please see below for contact details.
  • If any driver including you has not informed the DVLA about any medical conditions that are required to be reported. See DVLA medical rules for licences.
  • If any driver including yourself has not been resident in the UK for the last 3 years
  • If you require Third Party Fire and Theft (TPFT) or Third Party Only cover
  • If any driver including yourself has not held a Full UK driving licence for the last 3 years
  • If any driver, including yourself, has any of the following occupations: taxi or minicab driver, proprietor or controller; performer or presenter in films, TV, radio, music or other performing arts; professional sportsperson, manager or coach; non UK armed forces or diplomatic staff; or an occupation connected with gaming, nightclubs, circuses, fairgrounds, amusements, street trading, scrap waste or second hand dealing and fast food delivery. Our Contact Centre may be able to offer a quote, please see below for contact details.
  • If your car is valued at more than £50,000. Our Contact Centre may be able to offer a quote - please see below for contact details.
  • If your car is not kept at the policyholder's address. Our Contact Centre may be able to offer a quote - please see below ffor contact details.
  • If your car is over 20 years old.
  • If your car does not have a United Kingdom registration number, or has a registration number starting with 'Q'.
  • If your car has been modified from the normal manufacturer's specifications. Our Contact Centre may be able to offer a quote - please see below for contact details.
  • If you wish to insure more than 2 additional drivers. Our Contact Centre may be able to offer a quote, please see below for contact details.


There may be other situations where we are unable to provide a quote. The telephone number for our Contact Centre is 0800 032 0315, and its opening hours are Monday to Friday 8am-8pm, Saturday 9am-5pm and Sunday 10am-2pm.

Can I cover a personally imported car?

Yes, but only if the car is, or has been, available as a standard production model in the United Kingdom, and has a United Kingdom registration number. We do not cover Japanese imports.

Can I get a quote if I do not have a registration number?f

Yes, we are aware that there may be circumstances where you will not have the registration number, for example, if you are thinking of changing cars and would like an indication of premium.

You can select from our list of cars to get a quotation, but should you decide that you want to buy a policy, then the registration number will be required.

What can I use my car for?

Your online cover allows use of your car for social, domestic and pleasure purposes, commuting to and from a permanent place of work and personal business use for you and your spouse / partner, if named on the policy.

You are not covered to use your car for commercial travelling, any purpose in connection with the motor trade, carriage of goods or passengers for hire or reward, racing, pacemaking, speed testing, rallies, trials or competitions.

If you want any other people to use your car for business purposes, please call us on 0800 032 0315 (Opening hours are Monday to Friday 8am-8pm, Saturday 9am-5pm and Sunday 10am-2pm).

Does your policy cover me to drive other cars?f

There are certain occupations where driving other cars cover is not provided and also some age limitations. We will tell you during the quote if this cover is not available.

Comprehensive cover is the only level of cover which will provide Third Party Only cover for you driving other cars. This does not include a vehicle owned or rented by the policyholder.

Do I need to provide evidence of my no claim discount?f

Yes, if you decide to take out a policy with us you will need to provide evidence of your no claim discount. Please send us proof of your no claim discount within 10 days in the pre-paid envelope we will provide. Failure to do so within 30 days will result in your policy being cancelled.

Your proof of no claim discount is usually one off the documents in your renewal invitation from your most recent insurer. It shows the number of years no claim discount you have earned. We only accept original proof from UK insurers, relating to a no claim discount which has been earned on a private car insurance policy. We cannot return your evidence of no claim discount once it has been used for your Sainsburys Car Insurance policy.

The document must show:

  • the number of years no claim discount youve earned;
  • the expiry date of your last insurance policy; and
  • any claims you have made

 

If there has been a gap since your previous motor insurance expired, we will require a short covering letter giving the reasons for the break in cover.

We are unable to accept the following documents as proof of no claim discount:

  • If the proof of no claim discount is over two years old.
  • Photocopies or faxes
  • Certificates of insurance
  • Insurance quotations
  • Proof of no claim discount already used on another policy.
  • Broker or intermediary letters (however, there are some that we do except, including the AA and RAC. If in doubt please call our Contact Centre)

 

If you already have a policy with us and are buying a second car on which you have not earned any no claim discount then please phone our contact centre on 0845 608 6034 as we may be able to give you an introductory discount.

If you have any difficulty in obtaining this proof, please call us on 0845 608 6034.

I've been driving a company car for the last few years. Will you give me a no claim discount?,

If you are a company car user who is moving to your own insurance then we will require a letter from your employer confirming:

  • that you were the sole user of the company vehicle;
  • the dates you were covered under the company car scheme,
  • details of any claims which occurred during this period and whether these were settled on a fault or non fault basis; and
  • that you no longer have a company car.

 

What is protected no claim discount for life?

Protected no claim discount for life guarantees that you will not lose your no claim discount for the life of your policy, regardless of the number of claims you may have providing your policy remains in force and you continue to be eligible for this benefit. You may be able to add it for an additional annual premium at the start of your period of cover, if you have four or more years no claim discount.

No claim discount protection for life can only be added to your policy at the start of the period of cover, and is a benefit that relates to your no claim discount only. It does not protect you against any other changes in your premium.

Am I covered when I drive abroad?

Your policy will provide the cover required for Great Britain, Northern Ireland, the Isle of Man and the Channel Islands, and during sea journeys between these places. It also provides the MINIMUM cover you need by law to use your car in:

  • Any country which is a member of the European Union; and
  • Any other country for which the Commission of the European Community is satisfied that arrangements have been made to meet the requirements of EC Directives on insurance.


This will provide less cover than you have at home.

We can provide an international motor insurance certificate (Green Card) on request.

In return for any extra premium we may charge, we will extend the cover provided by your policy, except for the motoring legal protection and breakdown assistance cover, to named countries in Europe and certain other countries outside Europe for up to a maximum of 90 days in one policy year.  We will also give you an international motor insurance certificate (Green Card). Your car will also be covered while being carried by a recognised carrier between those countries for the period shown on the Green Card.

How do I get my Certificate of Motor Insurance?

Your Certificate of Motor Insurance is held on our system and will be posted to your contact address by first class mail.

How can I pay for my Sainsbury's Car Insurance policy?

We offer our customers a choice of easy payment methods. You can choose to pay your premium in a lump sum by debit card or credit card. Or, if you prefer, for an additional charge, the cost can be spread over the year. Paying online is via our secure server, which uses advanced encryption technology to ensure your details are safe during transmission.

We accept the following credit and debit cards: Visa, Mastercard, Delta and Maestro.

What discounts can I get when I buy Sainsbury's Car Insurance online?

When you buy a new policy online, new customers automatically get a 10% discount. This is built into the premium quoted on our website.

The 10% online discount may not be used in conjunction with any other discount unless otherwise advertised.

Can I get an introductory discount for insuring a second vehicle with Sainsbury's Car Insurance?

We may be able to offer an introductory discount if you currently hold a motor policy with Sainsbury's Car Insurance and you meet the following criteria:

  • If you have at least 3 years no claim discount on your existing policy;
  • There are no drivers aged under 25;
  • There is no more than 1 non fault claim for all drivers in the last 3 years;
  • There is no more than 1 minor conviction for all drivers in the last 5 years. (i.e. any conviction with the following codes: CU, MS (excluding MS50-56 and 90-96), MW, PC, PL, SP and TS);
  • You do not have a no claim discount for the second vehicle you wish to insure with us.


We cannot provide this discount via the website so please call us on 0800 032 0315 (Opening hours Monday to Friday 8am-8pm, Saturday 9am-5pm and Sunday 10am-2pm).

Can you explain the claims process to me?

If you would like some more information about making a claim on your car insurance, click to go to our car insurance Claims FAQs page.

What should I do if my circumstances change during the period of insurance?

You must tell us as soon as possible if any of the following occur:

  • You make changes to your car which improves its value, performance or attractiveness to thieves.
  • You change your car.
  • You want to use your car for a purpose not included in your schedule.
  • You become aware of any medical or physical condition of any driver named on the policy which may affect their ability to drive.
  • You or any other driver named on the policy are convicted of a motoring offence other than fixed-penalty parking offences.
  • You or any other named in the policy are convicted of any offence relating to fraud, arson or dishonesty. 
  • You change the address at which you normally keep your car.
  • You or any other driver named in the policy, change their occupation.
  • You change your annual mileage.

 

We may then re-assess your cover and premium. If you do not tell us about any relevant changes, we may reject or reduce any claim or treat you as being uninsured.

We may charge an administration fee of £26.00 for any changes you make to your policy details during the period of cover. This is shown in your policy schedule.

Who provides Sainsbury's Car Insurance?

Your policy will be underwritten by esure Insurance Limited, authorised and regulated by the Financial Services Authority.

What should I do if my insurance policy is no longer suitable for my needs?

If your insurance policy does not meet your needs or if you are dissatisfied with the cover provided by your policy, please call our contact centre on 0845 608 6034 to discuss your options.

Your cancellation rights are provided in your policy booklet. A cancellation fee of up to £55.00 may be applicable. This is shown in your policy schedule.

What if I am not satisfied with Sainsbury's Car Insurance?

We are committed to providing you with a first class service but we recognise that there may be an occasion when you feel we may not have done this and you wish to make a complaint. We will always try to resolve any complaint speedily and at the earliest possible stage.

In the first instance, please call us.

If it is about our customer service,
Call 0845 608 6034
If it is about your claim,
Call 0845 608 6027

We will try to resolve your complaint immediately but if this is not possible then we will send you a written acknowledgement no later than four working days after we receive your complaint. This will tell you the name of the person handling your complaint and enclose our complaints procedure leaflet.

We will write to you to confirm our resolution of your complaint. If we have not resolved it within 4 weeks, we will write to you again to explain why and tell you when we expect to give you our decision.

In the unlikely event that the problem has not been resolved to your satisfaction, you may contact our Customer Relations Manager who will review your complaint and send you our final decision in writing. Our Customer Relations Manager acts with the full authority of our Chief Executive. The address of our Customer Relations Manager is:

The Customer Relations Manager
Sainsbury's Car Insurance
The Observatory
Reigate
Surrey
RH2 0SG

If we have not resolved your complaint within 8 weeks or if your complaint is still not resolved to your satisfaction, you have the right to refer your complaint to the Financial Ombudsman Service. The contact details for the Financial Ombudsman Service are:

Financial Ombudsman Service
South Quay Plaza 2
183 Marsh Wall
London
E14 9SR
Telephone: 0845 080 1800
www.financial-ombudsman.org.uk

The Financial Ombudsman Service will handle most complaints you might have but there are some instances that fall outside its authority. The Ombudsman's decision is binding upon us but you are free to reject it without affecting your legal rights.

How secure is this site?

We believe that security is of the utmost importance to our customers, and we therefore have what we believe are the most secure systems on the market.
We use the latest encryption technology, SSL or Secure Socket Layer, which protects your payment details and all your personal information. We are also registered with Verisign, a leading Internet security company.

If you pay for your policy by credit card, then you will also have the additional protection of the Consumer Credit Act. Your maximum liability on your credit card is £50 in the event that it is lost or stolen or used fraudulently and your liability stops as soon as you notify the credit card company that the card has been lost or stolen or used fraudulently.

What are the known browser problems with the Security Certificate and how do I resolve them?

View browser and third-party application problems that have been recognized by VeriSign.

Test your browser is capable of the recommended level of security.

What should I do if I don't want you to send me any marketing material?

Sainsbury's Bank will share your details (other than financial information) with Sainsbury's Supermarkets Limited and use it to contact you by mail, telephone, e-mail, SMS or otherwise about other products and services that may be of interest to you and for market research purposes. If you do not want us to contact you click here for details on how to opt out  of this service.


Submit

Sainsbury's Supermarkets Limited is an appointed representative of Sainsbury's Bank plc.

Sainsbury's Bank plc, Registered Office 33 Holborn, London EC1N 2HT (registered in England no. 3279730) is authorised and regulated by the Financial Services Authority (FSA). Registered number 184514.