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Car insurance Support

Car Insurance Customer Support

Your top car insurance questions

Online portal

<p style="margin-bottom:11px"><span style=""><span style=""><span style="">Log in or register for our Online Portal so you can manage your insurance online.</span></span></span></p>

<p style="margin-bottom:11px"><span style=""><span style=""><span style=""><a class="ln-c-button ln-c-button--filled ln-c-button--full ln-u-hard-top ln-u-hard-bottom ln-u-hard-right size-big" href="https://insurance-online.sainsburysbank.co.uk/sainsburysbank/portallogin.launch?PolicyType=PC&brandName=default&qsid=portal" target="_blank"><b>Log in&nbsp;<img alt="Opens in a new window" src="/dam/jcr:9f31347f-07eb-4ec7-9a38-12d64c61ade7/16x16px_New_window-white.png" style="border-width: 0px; border-style: solid; width: 16px; height: 16px;" /></b></a>&nbsp;<a class="ln-c-button ln-c-button--outlined ln-c-button--full ln-u-hard-top ln-u-hard-bottom ln-u-hard-right size-big" href="https://insurance-online.sainsburysbank.co.uk/sainsburysbank/portallogin.launch?PolicyType=PC&tab=register-box&brandName=default&qsid=portal&cid=support_button_5" target="_blank"><b>Register&nbsp;<img alt="Opens in a new window" src="/dam/jcr:8f2cda1a-7c33-41d9-9ac7-5f26472b48a4/16x16px_New_window.png" style="width: 16px; height: 16px;" /></b></a></span></span></span></p>

Make a claim

<h4>We&#39;ll clear the road</h4>

<p>To make our claims process as consistent and easy as we can for you, we work with Auxillis. They&#39;re specialists when it comes to car insurance claims and customer service. So when you call to make a claim on your main policy, their experts will go through how it all works with you, and make sure you don&#39;t hit any bumps along the way.<br />
&nbsp;</p>

<h4>Who to call</h4>

<h5>If you&#39;re claiming on your main car insurance policy</h5>

<p><strong>Call our 24-hour helpline on&nbsp;<a href="tel:0344 600 9021">0344 600 9021</a>.</strong></p>

<p>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.</p>

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<th class="ln-c-table__header-cell row-head" colspan="2" style="text-align: center;">If you&#39;re claiming on your RAC Breakdown Cover</th>
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<td class="ln-c-table__cell row-head" data-label="If you're claiming on your RAC Breakdown Cover">From the UK</td>
<td class="ln-c-table__cell" data-label=""><a href="tel:0330 159 8485">0330 159 8485</a></td>
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<td class="ln-c-table__cell row-head" data-label="If you're claiming on your RAC Breakdown Cover">From France and Monaco</td>
<td class="ln-c-table__cell" data-label="">From a landline (free):&nbsp;<a href="tel:0800 290 112">0800 290 112</a><br />
From a mobile:&nbsp;<a href="tel:00 33 472 43 52 55">00 33 472 43 52 55</a></td>
</tr>
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<td class="ln-c-table__cell row-head" data-label="If you're claiming on your RAC Breakdown Cover">From the rest of Europe</td>
<td class="ln-c-table__cell" data-label="">From a landline:&nbsp;<a href="tel:00 33 472 43 52 55">00 33 472 43 52 55</a><br />
From the Republic of Ireland:&nbsp;<a href="tel:1800 535 005">1800 535 005</a></td>
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<p><br />
You&#39;ll need to replace the 00 at the beginning with 810 if you&#39;re in Belarus or Russia.</p>

<p>If you have hearing difficulties you can use a textphone to call by prefixing the number you need with 18001 for Typetalk. Or you can text 07855 828282.<br />
&nbsp;</p>

<h5>If you&#39;re claiming on your Motor Legal Protection</h5>

<ul>
<li>
<p><a href="tel:0344 600 9022">0344 600 9022</a>&nbsp;for uninsured loss recovery and personal injury</p>
</li>
<li>
<p><a href="tel:0330 159 1205">0330 159 1205</a>&nbsp;for all other claims.<br />
&nbsp;</p>
</li>
</ul>

<h5>If you&#39;re claiming on your Key Protection</h5>

<p>Please call&nbsp;<a href="tel:0344 856 2270">0344 856 2270</a>&nbsp;if you have purchased your policy from August 2024 onwards.</p>

<p>Please call our helpline on&nbsp;<a href="tel:01737 334 254">01737 334 254</a>&nbsp;if you purchased your policy before August 2024.</p>

<p>&nbsp;</p>

<h5>If you&#39;re claiming on your Guaranteed Courtesy Car cover</h5>

<p>Please call our 24-hour helpline on&nbsp;<a href="tel:0344 600 9021">0344 600 9021</a>.<br />
&nbsp;</p>

<h5>If you&#39;re claiming on your Windscreen Repair/Replace policy</h5>

<p>Please call us on&nbsp;<a href="tel:0344 600 9021">0344 600 9021</a>.<br />
&nbsp;</p>

<h4>How to claim</h4>

<ul>
<li>
<p><strong>Before you call us</strong>, call the police to get a crime reference number if you&#39;re claiming for theft or vandalism &ndash; or you think dangerous driving, drink driving or an uninsured driver was to blame.</p>
</li>
<li>
<p><strong>Call us with your policy number&nbsp;</strong>to hand if you want to make a claim, or if something happens that you could claim for &ndash; even if you decide not to.</p>
</li>
<li>
<p><strong>We&#39;ll take all the details</strong>&nbsp;of why you&#39;re claiming and what happened &ndash; there are a few tips below on this for you. We may ask you to fill in a claim form if we need more details.</p>
</li>
<li>
<p><strong>We&#39;ll give you your claim number</strong>&nbsp;for next time you want to get in touch about your claim.</p>
</li>
<li>
<p><strong>If you&#39;re claiming for something that was your fault</strong>, we&#39;ll deal with it all there and then for you. So if your car needs repairs, we&#39;ll arrange them through one of our authorised repairers. And if you need a courtesy car, we&#39;ll get that sorted too.</p>
</li>
<li>
<p><strong>If you&#39;re claiming for something that wasn&#39;t your fault</strong>, we&#39;ll pass you directly to the insurer who manages your policy for you. They&#39;ll take over from there.</p>
</li>
<li>
<p><strong>We&#39;ll let you know about any excess&nbsp;</strong>you have to pay towards your claim.<br />
&nbsp;</p>
</li>
</ul>

<h4>What details to give us</h4>

<ul>
<li>
<p>Your policy number</p>
</li>
<li>
<p>Your crime reference number if you have one</p>
</li>
<li>
<p>If you have an accident, take a look at our guide on what to do if you have an accident for a few tips and what details to jot down</p>
</li>
<li>
<p>If you&#39;re claiming for something where someone else was involved, let us know if they admitted they were to blame<br />
&nbsp;</p>
</li>
</ul>

<h4>For RAC breakdown cover</h4>

<p>You&#39;ll need these details to hand when you call us:</p>

<ul>
<li>
<p>The driver&#39;s name and phone number</p>
</li>
<li>
<p>The make and model of the car</p>
</li>
<li>
<p>The car&#39;s location</p>
</li>
<li>
<p>Your credit card number &ndash; for Europe or other services</p>
</li>
</ul>

Check your policy

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<p class="ln-u-body-1" style="text-align: center;">It&#39;s a good idea to check what&#39;s covered and how you&#39;re protected if you&#39;re not sure. That way, if you have an accident or your car gets damaged, you can see if we can help before you make a claim. Here are your documents:</p>
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<p><br />
<strong>My policy started on or after 03/06/2024 or has a renewal date on or after 25/06/2024:</strong></p>

<ul>
<li>Your&nbsp;<a href="https://www.sainsburysbank.co.uk/dam/jcr:5a9b862c-f3ba-4253-ae92-f52c2458b47d/MAR002784_Car_Insurance_PolicyBooklet_V4%20DIGITAL.pdf">Sainsbury&#39;s Bank Car Insurance policy booklet</a>&nbsp;[PDF, 383KB]&nbsp;<img alt="opens in new window" src="https://www.sainsburysbank.co.uk/dam/jcr:c8c22b81-2c9b-4c07-912a-d59dafc089c9/New%20Window.2023-05-23-11-17-24.svg" /></li>
<li>Your&nbsp;<a href="https://www.sainsburysbank.co.uk/dam/jcr:29a66c62-4834-4b99-9dc3-a94165db9328/MAR002784_Car_Essentials_Insurance_PolicyBooklet_V4%20HR.pdf">Sainsbury&#39;s Bank Car Insurance Policy Booklet for our Essentials product</a>&nbsp;[PDF, 426KB]&nbsp;<img alt="opens in new window" src="https://www.sainsburysbank.co.uk/dam/jcr:c8c22b81-2c9b-4c07-912a-d59dafc089c9/New%20Window.2023-05-23-11-17-24.svg" /></li>
</ul>

<p><strong>My policy has a start date between 29/11/2023 and 02/06/2024, or had a renewal date between 29/11/2023 and 24/06/2024:</strong></p>

<ul>
<li>Your&nbsp;<a href="https://www.sainsburysbank.co.uk/dam/jcr:94feb7db-7c2a-4638-a424-033d3cbb221a/SB6436_MAR002536_Car_PolicyBooklet_SB07020_002_WEB.pdf">Sainsbury&#39;s Bank Car Insurance policy booklet</a>&nbsp;[PDF, 369KB]&nbsp;<img alt="opens in new window" src="https://www.sainsburysbank.co.uk/dam/jcr:c8c22b81-2c9b-4c07-912a-d59dafc089c9/New%20Window.2023-05-23-11-17-24.svg" /></li>
<li>Your&nbsp;<a href="https://www.sainsburysbank.co.uk/dam/jcr:29a66c62-4834-4b99-9dc3-a94165db9328/MAR002784_Car_Essentials_Insurance_PolicyBooklet_V4%20HR.pdf">Sainsbury&#39;s Bank Car Insurance Policy Booklet for our Essentials product</a>&nbsp;[PDF, 426KB]&nbsp;<img alt="opens in new window" src="https://www.sainsburysbank.co.uk/dam/jcr:c8c22b81-2c9b-4c07-912a-d59dafc089c9/New%20Window.2023-05-23-11-17-24.svg" /></li>
</ul>

<p><strong>My policy has a&nbsp;start date or renewal date before 29/11/2023:</strong></p>

<ul>
<li>Your&nbsp;<a href="https://www.sainsburysbank.co.uk/dam/jcr:014bd322-d985-4041-87bf-530542b7d276/carpolicy.pdf">Sainsbury&#39;s Bank Car Insurance policy booklet</a>&nbsp;[PDF, 266KB]&nbsp;<img alt="opens in new window" src="https://www.sainsburysbank.co.uk/dam/jcr:c8c22b81-2c9b-4c07-912a-d59dafc089c9/New%20Window.2023-05-23-11-17-24.svg" /></li>
<li>Your&nbsp;<a href="https://www.sainsburysbank.co.uk/dam/jcr:b70a3c29-5307-40f9-b042-9f40744886bf/SB6436_MAR002296_Car_Essentials_Insurance_PolicyBooklet_SB0720-007_03.23_WEB_AW.pdf">Sainsbury&#39;s Bank Car Insurance Policy Booklet for our Essentials product</a>&nbsp;[PDF, 426KB]&nbsp;<img alt="opens in new window" src="https://www.sainsburysbank.co.uk/dam/jcr:c8c22b81-2c9b-4c07-912a-d59dafc089c9/New%20Window.2023-05-23-11-17-24.svg" /><br />
&nbsp;</li>
</ul>

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<p class="ln-u-body-1" style="text-align: center;">To view the correct policy booklet for Sainsbury&rsquo;s Bank Essentials, Standard or Plus Car Insurance optional extras please select the relevant link below. For specific details of your own cover, please refer to your policy documentation.&nbsp;</p>
</td>
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<p>&nbsp;</p>

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<p><strong>Optional extras include:&nbsp;</strong></p>

<ul>
<li>Motor Legal Protection</li>
<li>Enhanced Key Cover</li>
<li>Windscreen Cover (Third Party, Fire and Theft)</li>
<li>Guaranteed Courtesy Car</li>
<li>RAC Breakdown Cover</li>
</ul>
</td>
</tr>
</thead>
<tbody class="ln-c-table__body">
</tbody>
</table>

<p><br />
<strong>My policy started on or after the 22/08/2024 or has a renewal date on or after the 22/08/2024:</strong></p>

<ul>
<li>Your&nbsp;<a href="https://www.sainsburysbank.co.uk/dam/jcr:df8c52ca-6935-44cf-af59-ff6bcb007b90/MAR002888%20Car%20Ins%20Optional%20Extras%20Booklet_A5_72pp_V6_AW.pdf">Sainsbury&rsquo;s Bank Car Insurance policy booklet for our optional extras</a></li>
<li>Your&nbsp;<a href="http://www.sainsburysbank.co.uk/dam/jcr:d628a811-6319-4a23-85cb-999c8ab22d3b/q21534_car_excess_policy_booklet_perfect_bound_inner_v5.pdf">Sainsbury&rsquo;s Bank Car Insurance booklet for Excess Cover</a></li>
</ul>

<p><strong>My policy started on or after 03/06/2024 or has a renewal date on or after 25/06/2024:</strong></p>

<ul>
<li>Your&nbsp;<a href="https://www.sainsburysbank.co.uk/dam/jcr:7ab98720-9a1b-4f39-8ad5-1dcb60e46a53/MAR002826%20Car%20Ins%20Optional%20Extras%20Booklet_A5_76pp_V7AW%20DIGITAL.pdf">Sainsbury&rsquo;s Bank Car Insurance policy booklet for our optional extras</a>&nbsp;[PDF, 746KB]&nbsp;<img alt="opens in new window" src="https://www.sainsburysbank.co.uk/dam/jcr:c8c22b81-2c9b-4c07-912a-d59dafc089c9/New%20Window.2023-05-23-11-17-24.svg" /></li>
<li>
<p>Your&nbsp;<a href="https://www.sainsburysbank.co.uk/dam/jcr:d628a811-6319-4a23-85cb-999c8ab22d3b/q21534_car_excess_policy_booklet_perfect_bound_inner_v5.pdf">Sainsbury&rsquo;s Bank Car Insurance booklet for Excess Cover</a>&nbsp;[PDF, 193KB]&nbsp;<img alt="opens in new window" src="https://www.sainsburysbank.co.uk/dam/jcr:c8c22b81-2c9b-4c07-912a-d59dafc089c9/New%20Window.2023-05-23-11-17-24.svg" /></p>
</li>
</ul>

<p><strong>My policy had a start date between the 29/11/2023 and the 02/06/2024, or had a renewal date between the 29/11/2023&nbsp;and the 24/06/2024.</strong></p>

<ul>
<li>Your&nbsp;<a href="http://www.sainsburysbank.co.uk/dam/jcr:05c4be4d-05eb-415b-9093-6069728cc313/Car%20Optional%20Extras%20Policy%20Booklet.pdf">Sainsbury&rsquo;s Bank Car Insurance policy booklet for our optional extras</a></li>
<li>Your&nbsp;<a href="http://www.sainsburysbank.co.uk/dam/jcr:d628a811-6319-4a23-85cb-999c8ab22d3b/q21534_car_excess_policy_booklet_perfect_bound_inner_v5.pdf">Sainsbury&rsquo;s Bank Car Insurance booklet for Excess Cover</a></li>
</ul>

<p><strong>My policy had a start date or a renewal date before 29/11/2023:</strong></p>

<ul>
</ul>

<ul>
<li>Your&nbsp;<a href="http://www.sainsburysbank.co.uk/dam/jcr:c50da739-b7af-49ef-9548-dcecd25a8435/carpolicybooklet_optionalextras2021.pdf">Sainsbury&rsquo;s Bank Car Insurance policy booklet for our optional extras</a></li>
<li>Your&nbsp;<a href="http://www.sainsburysbank.co.uk/dam/jcr:d628a811-6319-4a23-85cb-999c8ab22d3b/q21534_car_excess_policy_booklet_perfect_bound_inner_v5.pdf">Sainsbury&rsquo;s Bank Car Insurance booklet for Excess Cover</a></li>
</ul>

Making changes to your policy

<p>It&rsquo;s easy and there are no admin fees (saving you &pound;25) when you make changes to your policy online. With our online portal you can:</p>

<ul>
<li>Update your personal details</li>
<li>Change your vehicle details if you buy a new one</li>
<li>Change details of how you use your vehicle</li>
<li>Add or remove additional drivers</li>
<li>Cancel your policy - cancellation fee(s) may apply</li>
</ul>

<p>Once you&rsquo;ve logged in just select &lsquo;Make a change&rsquo;, which you&rsquo;ll find within the &lsquo;Your policies&rsquo; section. Select the change you&rsquo;d like to make and click confirm. You can then give us your new information and get a new quote.</p>

<p><span style=""><span style=""><span style=""><a class="ln-c-button ln-c-button--filled ln-c-button--full ln-u-hard-top ln-u-hard-bottom ln-u-hard-right size-big" href="https://insurance-online.sainsburysbank.co.uk/sainsburysbank/portallogin.launch?PolicyType=PC&brandName=default&qsid=portal" target="_blank"><b>Log in&nbsp;<img alt="Opens in a new window" src="/dam/jcr:9f31347f-07eb-4ec7-9a38-12d64c61ade7/16x16px_New_window-white.png" style="border-width: 0px; border-style: solid; width: 16px; height: 16px;" /></b></a>&nbsp;</span></span></span></p>

<p>NOTE &ndash; if your policy is due to renew in the next 30 days, you won&rsquo;t be able to make any changes online. Instead please call us on&nbsp;<a href="tel:0345 266 1670">0345 266 1670</a>**. We&#39;re open Monday - Friday 9am to 5.30pm, closed Saturday and Sunday.</p>

<p><small class="ln-u-small-fixed">**Calls are charged at local rates from landline and mobiles.</small></p>

Get more information

<h4>Got a question?</h4>

<p>We&rsquo;ve answered some of the most common car insurance questions in our&nbsp;<a href="https://www.sainsburysbank.co.uk/car-insurance/support/faq" tabindex="0">FAQs</a>.</p>

<h4>All things cars and driving</h4>

<p>We&rsquo;ve also put together some&nbsp;<a href="https://www.sainsburysbank.co.uk/car-insurance/index#guides" tabindex="0">guides</a>&nbsp;on everything from your no claims discount and driving in winter to car maintenance tips and breakdown basics.</p>

<h4>Help managing your finances</h4>

<p><a class="ln-c-link" href="https://www.sainsburysbank.co.uk/insuring/support/support_carandhome_debt_mgt">Car and Home Customer Support</a></p>

<p>&nbsp;</p>