What to do if you have an accident

Take a few minutes to read through this handy checklist. If you're ever involved in an accident, this list will help you when you come to make your claim.

Don't drive away

• You must stop if any other person or animal has been hurt or if there is any other damage.

Ask for contact details

• Get names, addresses and phone numbers of any drivers, passengers or pedestrians involved, and any witnesses.

Ask for insurance details

• Ask the other drivers involved for their insurance company and policy numbers. They are obliged to supply these under the Road Traffic Act.

Check other people invloved

• Check how many people are in the other vehicles involved and are there any injuries.

Call the police

• Call the police if anyone is hurt or the other driver leaves without giving their details.

Make a diagram of the accident scene

• Note the position of the vehicles involved before and after the accident.
• Note speeds, distances, road layout, road signs and any obstructions to drivers' views.
• Note where witnesses were standing.

Have your Certificate of Motor Insurance ready

• The police may ask for this if there is any damage.

Never admit blame or liability

• Never offer to make a payment for any damage.
• Tell us if other people involved accept liability.

Report the accident

• Call our insurance claims hotline on 0845 608 6038, as soon as possible, even if you do not intend to claim damages. Our team are available 8am-8pm, Monday to Friday and 9am-5pm on a Saturday. There is also an out of hours service, on this number, to secure or remove vehicles in an emergency.

For claims correspondence contact:

Sainsbury's Car Insurance
The Equinox
19 Cadogen Street
Glasgow
G2 6QQ

 

More information

For more information about making a claim, please download our Claims FAQs document.

Download PDF (PDF 154kb)

 

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Automatic renewal for Direct Debit customers

If you pay your premium by Direct Debit, we may automatically renew your policy. We'll let you know that this will happen before your policy expires and give you details of the renewal terms. If you do not wish to renew your policy, please get in touch before the renewal date. If you do not contact us and we renew your policy or any other policies on expiry, we will continue to make deduction(s) from your bank account for the new renewal premium(s).

Insuring a second vehicle with Sainsbury's Car Insurance

Thinking of adding another car to your insurance? Then you may be eligible for an introductory discount. For more information, please call 0800 032 0315. We are available: Monday to Friday 8am-8pm, Saturday 9am-5pm, Sunday 10am-2pm

If your circumstances change

Please let us know as soon as possible if:

• You make changes to your car that improve 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 reassess 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.

If you'd like to cancel your insurance policy

If your insurance policy no longer meets your needs or if you're unhappy with the cover provided by your policy, please call us on 0845 608 6034 to discuss your options.

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

Customer Care

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. This section sets out our procedure.

In the first instance, please call our Customer Service Department on 0845 608 6034. If you are calling about your claim, please call our Claims Department on 0845 608 6027.

We will try to resolve your complaint on receipt but if this is not possible then we will send you a written acknowledgment 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 four 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 solved 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 eight 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
183 Marsh Wall
London
E14 9SR

Telephone: 0845 080 1800
Financial Ombudsman Service website

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.

Contact Details

Payment queries	0845 608 6038
Claims:	0845 608 6038
Renewal hotline:	0845 608 6028
Customer Service:	0845 608 6034
24-hr accident recovery:	0800 519 5195
24-hr windscreen repair helpline:	0800 587 6803
Motoring legal protection:	0845 608 6038
24-hr breakdown assistance:	0800 028 8273

 

 

If you have a hearing or speech impairment, you can also contact us by Typetalk, or specialised text phone. To contact us by specialised textphone, simply call 0845 850 3217 for Customer Service and 0845 850 3218 for claims.
If you have a visual impairment, we can provide documents in large print, audio or braille.

To use the additional services (if you've bought them), see your schedule.