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.

If you're claiming on your RAC Breakdown Cover
From the UK 0330 159 8485
From France and Monaco From a landline (free): 0800 290 112
From a mobile: 00 33 472 43 52 55
From the rest of Europe From a landline: 00 33 472 43 52 55
From the Republic of Ireland: 1800 535 005

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

No – an excess is what you pay towards repairs to your car, and you only pay it if you make a claim. You don’t need to pay an excess if someone claims against you for repairs to their car.

You can contact us and we'll change them for you.

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.

An excess is what you pay towards your repairs when you make a claim. There are two types – compulsory and voluntary.

Everyone has to pay compulsory excess when they claim. How much depends on different factors, like your age and your car.

You can also choose to pay up to £500 voluntary excess on top of compulsory excess. This means you pay more when you claim, but pay less for your insurance upfront or per month.

Read our guide to car insurance excess

Please call us on 0345 266 1670**. We're open Monday - Friday 9am to 5.30pm, closed Saturday and Sunday.

You can choose to pay your annual premium in a lump sum by debit card or credit card or, if you prefer, the cost may be able to be spread over the year. You will need to pay a deposit using your debit or credit card and interest will be charged at the rate shown in your quotation.

Within the 'Your policies' section of the online portal, click on 'Manage policy/View policy documents'. You can edit level of cover, personal details, drivers and vehicle.

The quickest and easiest way to add another driver to your policy is to log in or register for our Online Portal so you can do this online.
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.

The quickest and easiest way to add an extra driver to your policy is to log in or register for our Online Portal so you can do this online. Within the 'Your policies' section click on 'Manage policy/View policy documents'. You can edit level of cover, personal details, drivers and vehicle.
We’ll need details of 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 to make the change.

Just contact us and we’ll get it changed for you.

If you want to change your level of cover you can do this within the online portal:
• Within the 'Your policies' section click on 'Manage policy/View policy documents'.
• You can edit level of cover, personal details, drivers and vehicle.

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.
Log in

Yes. We’ll check all the details to make sure your new car is covered under your policy. If it’s not, we’ll let you know what needs to change and give you a new price if we need to.

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 or register 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 anymore. So if you make a claim, we may not be able to accept it.

If you need to make some changes to your policy a fee may apply. Please refer to your 'Policy Summary Document' which can be found within the policy documents section of the online portal.

You’ll need to contact us and we’ll get it changed for you. We're open between 9am and 5.30pm, Monday to Friday and closed Saturday and Sunday.

It's a good idea to check what's covered and how you're protected if you'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:

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]
To view the correct policy booklet for Sainsbury’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.

Optional extras include:
• Motor Legal Protection
• Enhanced Key Cover
• Windscreen Cover (Third Party, Fire and Theft)
• Guaranteed Courtesy Car
• RAC Breakdown Cover

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

If you get a private registration number for your car, or if you notice that your registration number is incorrect on your policy documents, you can change it by logging in to our online portal. We’ll charge a fee if you’ve changed the registration number of your car but if it’s a mistake, we’ll make the change for free.

If you haven’t used the portal yet, you can register here . 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.

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 Money 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.

Within the 'Your policies' section of the online portal, click on 'Manage policy/View policy documents'. You can edit level of cover, personal details, drivers and vehicle.

Contact us if you want to make any changes to your breakdown cover. We'll let you know whether the cost of the cover will change.

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 mobiles.

You can change or add drivers to your car insurance anytime with your online portal. Once you've logged on, follow these steps:
• Make a change
• Choose the date you want the change to take place
• Choose the 'additional driver' option
• Finally, enter the details of the driver and get your quote

Yes, you’ll need to let us know about every claim you’ve made in the past, and we’ll ask you for specific details – including who was at fault – during the quote process.

Get a quote  

Yes. We use the latest security measures to keep your money and personal information safe online. This includes:
• firewall protection – this stops third parties getting access and keeps your account information safe
• time-out – this automatically signs you out after 10 minutes of inactivity

When you get a quote from us, we save the information you gave us to get your quote, but not the quote itself. That’s because insurance prices constantly change. So you can retrieve the information you put in, to save you re-entering it, but we’ll give you a new, more up-to-date quote so you get the best available price for that time.

Log in Retrieve saved details 

We've put together a Young and new drivers car insurance guide with some tips on lowering the cost of your insurance.

Read our Young and new driver’s car insurance guide. 

Get a quote  

We use a carefully selected panel of underwriters who use real-time pricing, this means that the cost of your policy could change at any time prior to purchase.

We offer a guaranteed discount for Nectar customers. Remember to input your Nectar number when taking a quote with Sainsbury's Car insurance to ensure that you benefit from this.

Sainsbury's customers will receive a discounted rate based on information related to transactions made in Sainsbury's Supermarkets using your Nectar card.

Usually yes, but it depends on the insurer.

If you call us for a quote or get a quote online, we’ll check with our panel of insurers and give you our best price.

Age is one of the most significant factors insurers take into account when you get a quote. Younger drivers have less experience behind the wheel, and are statistically more likely to have an accident. So they generally pay more for their cover. Older drivers usually pay the least for their cover, as the costs of their claims are generally quite low.

Get a quote  

As a responsible lender we are committed to ensuring that our customers can afford the products that we offer. To do this we complete an affordability assessment, which includes a credit search that will leave a record on your credit file.

When we provide a quote, we do a 'soft search' of your credit report. This gives us a snapshot of your key information without affecting your credit score or leaving a credit footprint for other lenders to see.

If you decide to purchase your insurance, and apply for credit through paying by our insurance premium finance instalment facilities, we will give details of your account and how you conduct it to our credit reference agency. This will leave a record on your credit file converting the ‘soft search’ in to what is known as a ‘hard search’, meaning it will be visible to other lenders and could affect you if you apply for credit in future.

If you borrow and do not repay in full and on time, we may cancel your insurance and your insurance finance. We will inform our credit reference agency who will record the cancellation of the credit agreement.

Get a quote

There are a few things that can help you bring the cost of your car insurance down. Here are some tips.

It starts with the car
The type, value and engine size all make a difference. Generally, you’ll pay less on insurance for a smaller car. It also depends which car insurance group your car is in. There’s more on this under What are car insurance groups?

Pay more excess
If you add voluntary excess to your policy, you can bring down the cost of your insurance. But you will pay more if you make a claim, so make sure you can afford the extra cost if that happens.

Have a look at our guide to car insurance excess for more information.

Only pay for what you need
We offer comprehensive as well as third party, fire and theft insurance. Make sure you compare the two and work out what you need. And don’t forget our optional extras.

But beware of false economy. Third party might be cheaper upfront, but it only covers someone else’s car if you have an accident. If you can’t afford to fix or replace your own car if it’s damaged, comprehensive might be the best option.

Make sure your car is safe
Park your car off the road – or better still, in a garage. Alarms, trackers and immobilisers can also bring the cost down. If your car is more secure, there’s less risk, so your cover may be cheaper.

Get a quote

Have a look at our advice for younger drivers in our Young and new driver’s car insurance guide. You'll find lots of tips for bringing the cost down.

Get a quote  

Yes – the more secure your car is, the lower your insurance will be. So things like alarms, immobilisers and trackers all help as well.

Get a quote  

Yes. You can never to be too careful when it comes to keeping your children safe. So if your car is in an accident, damaged by fire or theft, or stolen, we’ll cover the cost of replacing the child seat with one of a similar standard – even if doesn’t look damaged.

You can find out about Guaranteed Courtesy Car here.

Third party is the minimum cover you must have by law. It means if you’re in an accident, where you were at fault, it will protect other people, and their cars and property.

It also covers your passengers if they get injured in your car, or if something they do when travelling with you causes an accident. But it doesn’t cover any injuries to you or damage to your car.

Third party, fire and theft car insurance is the same as third party, but also covers you if your car is stolen, or damaged by fire.

Find out more

If you have our standard courtesy car cover (there's more on our optional extra – Guaranteed Courtesy Car – below), here's how it works.
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.

You can find out all about Legal Protection cover here.

Yes. When you claim, we'll give you a small hatchback to use while your car is repaired. That's as long as the repairs are done by one of your insurer's nominated repairers.

The courtesy car will be automatically insured under your policy.

If you need something bigger than a small hatchback, you can add our Guaranteed Courtesy Car Cover. Then you'll get a car a similar size as yours for 14 or 21 days depending on the cover you choose.

No. When you take out our breakdown cover, we cover the car rather than you. So you’re not covered as a passenger in other cars.

If you took your breakdown cover out on or after 1 February 2017, it’s underwritten by RAC Motoring Services and RAC Insurance Ltd of RAC House, Brockhurst Crescent, Walsall WS5 4AW.

No – you need to have car insurance with us to buy our breakdown cover from RAC.

If you have our Standard or Plus comprehensive cover, yes – you're covered for repairs or replacements for the windscreen, sunroof and windows. Our Essentials comprehensive policies do not provide any windscreen cover.

You'll need to pay an excess if you make a claim – how much depends on who does the work.

If an approved windscreen repairer does it, you'll pay £10 for a repair and £75 for a replacement.

If an unapproved windscreen repairer does it, you'll pay £25 for a repair and £100 for a replacement. We'll then pay the next £150 of the bill – if that doesn't cover it, you'll need to pay the rest.

If you do claim for your windscreen, it won't affect your no claims discount

Yes. If you have Comprehensive Cover and you make a claim, we'll give you a small hatchback to use if your car needs to be repaired. That's as long as the repairs are done by one of your insurer's nominated repairers. And you'll have it for as long as your car's being repaired.

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.

Motor Legal Protection is car legal cover you can add to your car insurance policy, for an additional cost. It can help you cover your costs if you need to go to court for an accident that wasn't your fault or it can also help you defend yourself if someone takes you to court.

It depends where you want to go. With our comprehensive insurance, you have your usual cover for up to 90 days in any EU country, as well as Iceland, Norway and Switzerland.

With our third party, fire and theft, you have cover for up to 35 days.

There are some terms and conditions, and exclusions, so please check your policy documents to make sure you’re covered.

You don’t need a Green Card (an international certificate of insurance) to travel in the EU and the countries listed above under this policy.

Also called fully comprehensive car insurance, it’s the highest level of cover we offer. You’re covered for everything you would be under third party, fire and theft, but you’re also covered against accidental damage and the cost of repairing your own car following an accident – whether or not it was your fault.
Our comprehensive cover includes a courtesy car – plus some extra options you can add on.

Find out what we cover
Add our optional extras

You can choose from comprehensive or third party, fire and theft when you buy our car insurance. The cover you get depends which one you go for. You can find out more about what's covered as standard and what you can add for an additional cost on our choose your cover page.

We work out the priority based on each driver’s situation and how vulnerable they and any passengers are. For example, if a driver is travelling with young children or on the hard shoulder of the motorway, we would consider them high priority.

If you or your passengers are vulnerable when your car breaks down, you need to tell us when you call. There isn’t anything on your file that would tell us this.

Yes – you can add European Motoring Assistance to your RAC Breakdown Cover. Just contact us and we’ll arrange it all for you – and let you know how much it will cost.

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 mobiles.

You can tell us what you want to use your car for when you take out your policy. If you would like to confirm your existing cover, you can check your policy schedule to see exactly what you're insured for.

Yes – you can add it whenever you like. Just contact us. How much it costs will depend on what cover you need and when you want to add it.

Find out more

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 mobiles.

If you're not sure if your car is already insured, you can check the Motor Insurance Database – the central record of all insured vehicles in the UK – for a £10 admin fee. If you have an accident, you can also use it to check if the other drivers involved are insured.

If you need the insurance company details, you can send a request form for the information. You may need to send some ID, and you'll also need to pay a fee.

You can find out all about breakdown cover here.

You can find out all about key cover here.

When you buy car insurance from us, you can add any of these at an extra cost for even more protection:
• RAC Breakdown Cover
• Motor Legal Protection
• Key cover
• Guaranteed Courtesy Car

Car insurance groups are the groups cars are put into to help insurers decide whether or not to insure them, and for how much.
The Association of British Insurers – and others in the Group Rating Panel – decide on the groups with monthly information from the Motor Insurance Repair Research Centre in Thatcham. That information includes:
• damage and part costs
• repair costs and times
• new car values
• car performance
• safety and security
• bumper compatibility
There are 50 groups. Cars in group 1 have the lowest price rating and cars in group 50 have the highest price rating. It's not the only thing insurers take into account, but it's worth knowing what group your car – or potential new car – is in before you insure it.
You can find out what group your car is in at thatcham.org.
Read our guide to car insurance groups.

When you decide to accept your quote and buy the policy, you can choose when you want your insurance to start. But it does need to be within 30 days of the date you accept your quote.

You'll find your start date in your policy schedule.

Unfortunately, at this time we don't offer a multi car product.

If you're not sure who you're insured with, go to the Motor Insurance Database – the central record of all insured vehicles in the UK. From there, you can send a request form for the information. You may need to send some ID, and you'll also need to pay a fee.

Car insurance comes in all shapes and sizes. We offer comprehensive and third party, fire and theft, and some optional extras for even more protection. Depending on what you choose, your insurance can cover your car and any damage you cause to other cars and property, as well as other things like medical expenses, personal belongings and legal expenses if you have to go to court.

When you've worked out what cover you need, you can either pay for it upfront or monthly. Then, if your car is damaged or stolen for example – and you've got the right cover – your insurer will pay for you to fix or replace the car or arrange the repair or replacement for you. It's always worth checking the terms and conditions of your policy so you know exactly what's covered.

Find out more about your car insurance

You can choose from comprehensive or third party, fire and theft when you buy our car insurance.
Depending on which one you go for, you can choose to add extra cover, at an additional cost, for even more protection:
• RAC Breakdown Cover
• Motor legal protection
• Key cover
• Guaranteed courtesy car

By law, you need third party insurance as a minimum if you drive a car or other vehicle. That also applies if you own one and leave it parked on the street, on your drive or in your garage.
If you don’t have car insurance and the police check your details on the spot, they can seize your car there and then – even if you arrange cover at the roadside. You’ll need to show a Certificate of Insurance and pay to get your car back. If you don’t, the police can dispose of your car 14 days later.
If your car looks like it doesn’t have insurance, you’ll get a letter from the Motor Insurers' Bureau. They’ll ask you to insure it or make sure your insurance company has entered your details on the database correctly.
You should get in touch with them as soon as you can to tell them if you’re insured. If you’re not insured and you don’t get cover straightaway, you’ll get a Fixed Penalty Notice to pay. If you still don’t insure your car, it could be seized, clamped or destroyed. You might even be taken to court.
There are some situations when it's legal for your car to be uninsured. You don't need car insurance if:
• you have a valid Statutory Off Road Notification (SORN)
• you’ve kept your car off a public road since before 1 February 1998
• your car has been scrapped, stolen or exported – and you’ve told the DVLA about it (if you haven’t, you could be fined £1,000)
• your car is between registered dealers or with an authorised dealer.

We’re authorised by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority (FCA). You can find out more about the FCA at fca.org.uk.

Sainsbury's Money 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.

No – we don’t offer car insurance to customers in those areas.

We're working with a carefully selected panel of insurers to provide you with the best possible deal on your car insurance. We will tell you the name of your car insurer when you get a quote and it will be shown on your policy schedule when you buy your policy. It will be one of the following insurers:
• Ageas Insurance Ltd
• AXA Insurance UK plc
• Covea Insurance plc
• ERS
• Highway Insurance Company Limited
• Liverpool Victoria Insurance Company Limited
• West Bay Insurance plc
• Premier Underwriting Limited
• Sabre Insurance Company Limited
• Somerset Bridge Limited
• Zurich Insurance plc

Yes, usually, but it may be more difficult and a bit more expensive. Just call us for a quote or get a quote online, and we’ll check with our panel of insurers and give you our best price.

Get a quote  

If we can’t sort the problem out when you call, we’ll pass it to a member of the Complaints team to look in to for you. You’ll hear from us within four working days with their details and a leaflet with details of our complaints procedure.

Once they have everything they need, they’ll write to you with details of what they’ve found out or done to put things right. If they haven’t been able to get to the bottom of your complaint within four weeks, they’ll write to let you know why, and when you can expect a full response or decision.

We’re sorry if you’re unhappy – please get in touch with us as soon as you can so we can put this right for you. You can either contact us, email or write to:

Freepost Sainsbury’s Bank Insurance
PO Box 4996
Worthing
BN11 9AT

When using our email address, please remember to include your full name, address, date of birth and policy number so we can manage your complaint without any delay.

Please do not include any other personal information.

This email address should be used for car insurance complaints only. To keep your information safe, please don’t send us any other personal information. When using our email address please note this is just for car insurance complaints, so please refer to our FAQs if you have other queries. To help us deal with your complaint quickly, please provide us with a clear explanation of what has happened and what we can do to help you.

If we haven’t handled your complaint within eight weeks or given you an answer you’re happy with, you can refer your complaint to the Financial Ombudsman Service at:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: 0845 080 1800

The Financial Ombudsman Service can handle most complaints but there are some they won’t be able to deal with.

The Ombudsman's decision is final for us, but you can reject it without affecting your legal rights.

If you’re still unhappy after you have an answer from our Complaints team, you can get in touch with our Customer Relations Manager at the address below. They’ll review your complaint and send you our final decision in writing.

Freepost Sainsbury’s Bank Insurance
PO Box 4996
Worthing
BN11 9AT

Yes, just contact us and we'll stop your breakdown cover for you – and give you any refund we owe you.

If you cancel in the first 14 days of your cover, we'll give you a full refund as long as you haven't made a claim.

We might charge you an administration fee if you do cancel your breakdown cover, but we'll let you know when you call.

Have a look at your policy document for more details.

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 mobiles.

If you pay by Direct Debit, you don’t need to do anything. Your policy will automatically renew on the credit or debit card you used last year.

If you pay your premium annually, you will be sent a renewal letter before your renewal date detailing the premium and how to pay. We will try to collect your premium 5 days before your renewal date.

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.

If you've forgotten your log in details for the portal, you can reset your details on the portal log in page.

Log in or register for our Online Portal so you can manage your insurance online.

Log in Register 

Yes, you can use our online portal to view your policy documentation, upload proof of your no claims discount, change your cover, change your address and change the vehicle and drivers.

Got a question?
We’ve answered some of the most common car insurance questions in our FAQs.

All things cars and driving
We’ve also put together some guides on everything from your no claims discount and driving in winter to car maintenance tips and breakdown basics.

Help managing your finances
Car and Home Customer Support

From the UK: 0330 159 8485

From France and Monaco:
From a landline (free) 0800 290 112
From a mobile 00 33 472 43 52 55

From the rest of Europe:
From a landline 00 33 472 43 52 55
From the Republic of Ireland 1800 535 005

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.

You can contact us and we’re on hand to help:
• 9am to 5.30pm, Monday to Friday
• Closed on Saturdays and Sundays

You can download and print your policy documents from the Our car insurance policies page on our website.

You can view our current general car insurance policy documents and optional extras before you apply for a policy.

If you still have a policy with us, you can check this on your policy schedule through the online portal. If you have cancelled your policy, you can call us to get your proof of no claims.

You can use our online portal to view your policy documentation, upload proof of your no claims discount, change your cover, change your address and change the vehicle and drivers.

Once we’ve set up your insurance for you, you can register for an account on our portal and download your Certificate of Insurance and your policy documents there and then.

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.