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We'll clear the road

To make our claims process as consistent and easy as we can for you, we work with Auxillis. They'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't hit any bumps along the way.

Who to call

If you're claiming on your main car insurance policy

Call our 24-hour helpline on 0344 600 9021.

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.

You'll need to replace the 00 at the beginning with 810 if you're in Belarus or Russia.

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.

If you're claiming on your Motor Legal Protection

• 0344 600 9022 for uninsured loss recovery and personal injury

• 0330 159 1205 for all other claims.

If you're claiming on your Key Protection

Please call 0344 856 2270 if you have purchased your policy from August 2024 onwards.

Please call our helpline on 01737 334 254 if you purchased your policy before August 2024.

If you're claiming on your Guaranteed Courtesy Car cover

Please call our 24-hour helpline on 0344 600 9021.

If you're claiming on your Windscreen Repair/Replace policy

Please call us on 0344 600 9021.

How to claim

• Before you call us, call the police to get a crime reference number if you're claiming for theft or vandalism – or you think dangerous driving, drink driving or an uninsured driver was to blame.

• Call us with your policy number to hand if you want to make a claim, or if something happens that you could claim for – even if you decide not to.

• We'll take all the details of why you're claiming and what happened – 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.

• We'll give you your claim number for next time you want to get in touch about your claim.

• If you're claiming for something that was your fault, we'll deal with it all there and then for you. So if your car needs repairs, we'll arrange them through one of our authorised repairers. And if you need a courtesy car, we'll get that sorted too.

• If you're claiming for something that wasn't your fault, we'll pass you directly to the insurer who manages your policy for you. They'll take over from there.

• We'll let you know about any excess you have to pay towards your claim.

What details to give us

• Your policy number

• Your crime reference number if you have one

• 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

• If you're claiming for something where someone else was involved, let us know if they admitted they were to blame

For RAC breakdown cover

You'll need these details to hand when you call us:

• The driver's name and phone number

• The make and model of the car

• The car's location

• Your credit card number – for Europe or other services

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

• Your Sainsbury's Bank Car Insurance policy booklet [PDF, 383KB] 
• Your Sainsbury's Bank Car Insurance Policy Booklet for our Essentials product [PDF, 426KB] 

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:

• Your Sainsbury's Bank Car Insurance policy booklet [PDF, 369KB] 
• Your Sainsbury's Bank Car Insurance Policy Booklet for our Essentials product [PDF, 426KB] 

My policy has a start date or renewal date before 29/11/2023:

• Your Sainsbury's Bank Car Insurance policy booklet [PDF, 266KB] 
• Your Sainsbury's Bank Car Insurance Policy Booklet for our Essentials product [PDF, 426KB] 
   

My policy started on or after the 22/08/2024 or has a renewal date on or after the 22/08/2024:

• Your Sainsbury’s Bank Car Insurance policy booklet for our optional extras
• Your Sainsbury’s Bank Car Insurance booklet for Excess Cover

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

• Your Sainsbury’s Bank Car Insurance policy booklet for our optional extras [PDF, 746KB] 

• Your Sainsbury’s Bank Car Insurance booklet for Excess Cover [PDF, 193KB] 

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 and the 24/06/2024.

• Your Sainsbury’s Bank Car Insurance policy booklet for our optional extras
• Your Sainsbury’s Bank Car Insurance booklet for Excess Cover

My policy had a start date or a renewal date before 29/11/2023:

• Your Sainsbury’s Bank Car Insurance policy booklet for our optional extras
• Your Sainsbury’s Bank Car Insurance booklet for Excess Cover

Alternatively you can call us on 08085 40 50 60*, select Option 1 (Savings), then Option 1. We’re here between 8am-8pm Mon-Fri and 8am-6pm Sat and Sun.

It’s easy and there are no admin fees (saving you £25) when you make changes to your policy online. With our online portal you can:

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

Once you’ve logged in just select ‘Make a change’, which you’ll find within the ‘Your policies’ section. Select the change you’d like to make and click confirm. You can then give us your new information and get a new quote.

NOTE – if your policy is due to renew in the next 30 days, you won’t be able to make any changes online. Instead please call us on 0345 266 1670**. We're open Monday - Friday 9am to 5.30pm, closed Saturday and Sunday.

**Calls are charged at local rates from landline and mobiles.

Got a question?

We've answered some of the most common car insurance questions in our FAQs.

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