Help & support

Help & support

Whether you need to find out how to change your details, make a claim or simply just ask a question, you’re in the right place.

View all FAQs

Popular Topics

Policy changes

Documentation

Payments and fees

No Claims Discount

Renewals

Frequently Asked Questions about your Car Insurance

How do I make changes to my car insurance policy?
Your Account is the place to go to make updates to your policy and if you make a change through Your Account, you'll benefit from paying a reduced admin fee.

You can log in to Your Account here.
How do I make a car insurance claim?

If you need to make a new claim or notify us of an incident, you can register your claim online via Your Account, or if you’d rather speak to us, just give us a call on 0333 043 2011. The team are here to help 24/7, 365 days a year.

Try to call us from the scene of the incident if it you are safe to do so. If not, try to call us within 24 hours to avoid delays. This will create a more straightforward claim for you.

If you have been involved in an incident but you’re not sure you want to claim, you will still need to let us know. We will be able to talk you through your options and keep you up to date with any claim we may receive if there was someone else involved.

How do I cancel my car insurance policy?
If you'd like to discuss cancelling your policy, please call us on 0333 043 2085.

Our opening hours are:

Mon - Fri: 8am to 8pm
Sat: 9am to 5pm
Sun: 10am to 2pm
Bank holidays: 10am to 4pm

Cancelling your direct debit instruction won't automatically cancel your policy and you may incur additional charges.

Details of our fees are here.

What should I do when my car insurance becomes due for renewal?

We'll email your renewal quote to you approximately 2 weeks before your renewal is due.

This will let you know if your policy will automatically renew or if you need to tell us that you'd like to continue your insurance with us for another year.

You can accept and pay for the quote online in Your Account, or if you prefer, you can call our Renewals team before the renewal date.

How do I get in contact with you about my car insurance?

Remember, you can manage your car insurance online. Simply log in to Your Account to review and update your details with ease - anytime, anywhere and for a reduced admin fee.

If you have a 1st Central Online policy, everything is done through Your Account. So, you'll need to log in to manage, make changes, cancel or renew your policy.

Click here to find out our Festive opening hours.

Customer Services, Sales, Renewals and Instalment enquires

To make a change, discuss your monthly instalments or an outstanding debt, enquire about a quote or renew your policy:

Webchat
0333 043 2085

Mon - Fri: 8am to 8pm
Sat: 9am - 5pm
Sun: 10am to 2pm
Bank Holidays: 10am to 4pm

New Claims

Report a new claim:
0333 043 2011
24 Hours a day, 7 days a week

Make a windscreen claim:
0333 043 2012

Existing Claims
Discuss an ongoing claim:
Webchat 
0333 043 2022
claims@1stcentral.co.uk

Mon - Fri: 9am to 6pm
Bank holidays: 10am to 4pm

1st Central Connect customers
If you're looking to get a new quote, retrieve an existing quote or need support with a telematics query, you can call us on 0333 043 1220 or chat to us via webchat.

Mon - Fri: 8am to 8pm
Sat: 9am to 5pm
Sun: 10am to 2pm
Bank Holidays: 10am to 4pm

For all other contact numbers click here.

Example heading

Easily manage your car insurance with Your Account

  • Change your personal and vehicle details
  • Change your payment details and method
  • Add and edit drivers 
  • Add optional extras or change your cover level
  • Make and view your claims
  • Renew your policy
  • View important documents


Log in to Your Account

You can also use Your Account to check out all your documents and to make a claim on your home insurance.

woman and children have screentime together

Frequently Asked Questions about your Home Insurance

How do I make changes to my home insurance policy?
If you’d like to make a change to your home insurance policy – like update your personal details, add or remove a joint policyholder or add extra items to your cover – just give our friendly Customer Service team a call on 0333 043 2001 and they’ll take care of this for you.
How do I get in contact with you about my home insurance?

If you'd like to contact our Home Customer Services and Sales team, you can reach them on 0333 043 2001.

Mon-Friday: 8am to 8pm

Sat: 9am to 5pm

Sun: 10am to 2pm

Bank Holidays: 10am to 4pm

If you're looking to make a new home insurance claim, you can call the Home Claims team on 0333 043 2034. We're available 24/7, 365 days a year.

To discuss an existing home insurance claim, you can call our Existing Home Claims team on 0333 043 2034 from Monday to Friday between 8am to 5.30pm.

What are your fees and charges for my home insurance?
Our fees and charges for making a change or for cancelling your policy are in the table below: 
 
Cancellation fees  
Cancelling your policy before it starts, or within 14 days of its start date   £0  
After 14 days of the policy start date   £35 
If we have to cancel your policy – see ‘Cancelling this policy’ for more information    £35 
Fees for making a change    
If we have to make a change because you gave us incorrect information    £25 
If you make a change on the phone   £25 

We don’t charge an arrangement fee at new business or renewal.  

If you cancel your policy within 14 days of purchase, a full refund of the premium will be provided, provided that no claim has been made. If you choose to cancel within the first 14 days and pay by installments, we won't refund any credit finance charges. 

If you cancel your policy 14 days or more after purchase, you'll have to pay for the time you were covered and any cancellations fees. This will only be applicable from the time you contact us or later. We may not refund any premium if you have made a claim, if the instalment payments are not up to date, or if fraud has been comitted.

How do I make a home insurance claim?

We want to take the stress out of making a claim on your home insurance. That's why we've made it possible for you to register your claim online via Your Account. 

If you'd rather speak to us about a new claim, just give our team a call 24/7 on 0333 043 2034. Call us as soon as possible after the incident to tell us what's happened, even if you're not sure you want to make a claim.

How do I cancel my home insurance policy?

You have the right to cancel your home insurance policy at any time, by calling us on 0333 043 2001

  • If you cancel your policy within 14 days of purchase, a full refund of the premium will be provided, provided that no claim has been made. If you choose to cancel within the first 14 days and pay by instalments, we won’t refund any credit finance charges. 

  • If you cancel your policy 14 days or more after purchase, you'll have to pay for the time you were covered and any cancellation fees. This will only be applicable from the time you contact us or later. We may not refund any premium if you have made a claim, if the instalment payments are not up to date, or if fraud has been committed. 

If you cancel you may also be subject to fees.

If you cancel your policy before it starts, you won’t need to pay any fees, and if your payment has already been collected, we can arrange a full refund for you.  

Still need help?

Chat with us

The fastest way to contact us is via web chat, where our team will be happy to help. Look out for the blue chat widget in the bottom right-hand corner to start a chat.

Our opening hours

Your Account is the fastest way to manage car insurance - anytime, anywhere and for a reduced admin fee. If you're getting in touch with us, we have a range of opening hours.

Give us a call

If you can't find what you're looking for online, our contact number is 0333 043 2085.

Message us on WhatsApp

If you'd rather message us, drop us a message via WhatsApp.