Skip to content

Sainsbury's Bank

Car Insurance Customer Support

Managing my policy – frequently asked questions

How do I add another driver to my policy?

We'll need the extra driver's:

  • full name

  • date of birth

  • job

  • type of licence

  • convictions and claims

  • medical conditions that the DVLA needs to know about.

Please make sure you have the consent of the extra driver to share this information with us. Depending on their circumstances, you might have to pay a bit extra to insure them, and we may charge an administration fee.

How do I cancel my car insurance policy?

The quickest and easiest way to do this is to log in or register for our Online Portal so you can do this online. If you’re within 30 days of your renewal date, you’ll need to call us.

Cancellation fee(s) may apply. Information on fees are shown in the About our Insurance Services document.

If you prefer to phone us, just give us a call on 0345 266 1602, we're open Monday – Friday 9am to 5.30pm, closed Saturdays and Sundays.

Can I change my car and keep the same policy?

If you’re thinking of changing your car, please let us know before you do. That way we can make sure you’re covered as soon as you get your new car. The quickest and easiest way to do this is to log in opens in new window or register opens in new window for our online portal so you can do this online. We'll need some details on the new car – including registration number, make and model.

You may also have to pay an administration fee for the change, but we’ll confirm that when you call. You can find our fees and charges in your policy documents as well.

If you don’t let us know when you change your car, you may not be covered any more. So if you make a claim, we may not be able to accept it.

Can I get a copy of my documents?

How will I get my car insurance documents?

If you don’t want to sign up to the portal, let us know and we’ll post your certificate and policy documents instead. They’ll be with you in five working days.

How do I change my name on the car insurance policy?

How do I change the bank details for my car insurance payments?

It takes 10 days for your new bank details to update. So if you want to change them for your next payment, make sure you leave enough time. If you call us to change them, when you call us we'll let you know if they'll be ready in time for your next payment or the one after.

We may record or monitor your call for security reasons, and to help us improve our customer service. Calls are charged at local rates from landlines and mobile.

How do I change my registration number on my policy?

If you haven’t used the portal yet, you can register here opens in new window. Once you’re logged in, you can change the details there and then by clicking on the Make Changes menu and picking the option you want.

In case you need it, there’s plenty of information about changing the registration number on your car at gov.uk opens in new window.

If you’ve changed your car, rather than just your registration number, please contact us, so we can make sure you’re still covered.

We may record or monitor your call for security reasons, and to help us improve our customer service. Calls are charged at local rates from landlines and mobile.

Sainsbury's Bank accepts no responsibility for the content of external websites. Links to external websites may include tips and information, it does not constitute advice and should not be used as a basis for any financial decisions.

Where can I change my email address?

What are your telephone opening hours?

  • 8am to 8pm, Monday to Friday

  • 9am to 5pm on Saturdays

  • Closed on Sundays

Who regulates car insurance companies?

Sainsbury's Bank accepts no responsibility for the content of external websites. Links to external websites may include tips and information, it does not constitute advice and should not be used as a basis for any financial decisions.

Do I get a courtesy car after an accident?

The courtesy car will be automatically insured under your policy and you're responsible for any damage to the car while you have it. There's more information about our courtesy cars in your policy document.

If you have Third Party, Fire and Theft Cover or if a small hatchback isn't suitable for you, you can add our optional extra Guaranteed Courtesy Car to your policy for an additional cost. Then you'll get a car a similar size as yours if it's available for 14 or 21 days depending on the kind of cover you purchase.

I've been in a car accident and have courtesy car cover, what can I expect?

If you claim after an accident, we'll give you a small hatchback to use for as long as your car is being repaired. That's as long as the repairs are done by one of our nominated repairers.

The courtesy car will be automatically insured under your policy and you're responsible for any damage to the car while you have it. There's more information about our courtesy cars in your policy document.

You won't get a courtesy car if:

  • you claim for damage to your windscreen or windows

  • your car is stolen

  • your car is written off

With our Guaranteed Courtesy Car cover, if you claim for damage caused by an accident, fire, theft or vandalism – or if your car is stolen – we'll give you a courtesy car which is a similar size to your own car, if there's one available.

We'll deliver the car to you, and you can use it for either 14 or 21 days depending on the kind of cover you've purchased. You'll need to return the car to the hire company and you'll be responsible for any damage it gets while you have it.

You'll automatically have the basic legal level of car insurance – including a collision damage waiver. If you'd like more cover, you'll need to arrange it yourself. You will still need to pay the compulsory excess with the waiver – how much depends on your age and driving history. We'll let you know what it is when we deliver the car to you.

Do you replace child seats after an accident?