Call us on: 0330 303 2239

Find answers to common Car Insurance questions.

What age range do you provide cover for?

We accept customers from the age of 17 up to the age of 99. We don’t accept payment in instalments from policyholders under the age of 18 years.

Can I insure someone who only has a provisional licence?

Yes. If you want to include a provisional licence holder as an additional driver, just tell us when you call for your quote. Please advise us when the provisional driver passes their driving test; there may be a change to your premium.

How do I add another driver?

Call us on: 0845 610 0355

You'll need to give us details including:

  • their full name
  • date of birth
  • information on any claims they have had in the last 5 years
  • information on any convictions that are unspent or pending.

The cost of adding an additional driver will depend on this (and other) information. We charge £15 to make alterations part way through your policy.

You can also make this change online on our full site, simply log into My Account. There is no charge for making this amend online, however it may affect your premium.

Can I drive any other car?

It depends on your policy. Check your quote summary before you buy, or if you’ve already purchased, your policy schedule or Certificate of Insurance.

Can you cover a car that’s been imported from outside Europe?

Yes, we can provide cover for most imported vehicles.

Call us on: 0800 916 6815

Do you cover classic cars?

No, we cannot provide you with a quote at this time.

Can you cover my caravan?

No, but if your car is covered by us, we’ll provide Third Party Only Cover when you’re towing your caravan.

Can you cover modified cars?

In some cases, yes. However we can’t provide cover for cars with certain modifications, including cars that have been modified to increase the top speed or performance. To find out more.

Call us on: 0800 916 6815

I’ve had access to a company car. Can I get a discount for this?

If you no longer have access to a company vehicle and you haven’t made any claims, we may be able to offer a discount. You’ll need to provide proof of your claim-free driving history from your company.

I’ve been named on another policy. Am I entitled to any NCD?

We only reward the actual policy holder with a No Claims Discount. We may be able to give you an introductory discount when you come to us if your driving has been claim free.

Do I need to provide proof of my NCD?

Yes. This could be a renewal notice from your previous insurance company, or a letter on headed paper from that company.

Can I use my NCD on a second vehicle?

No, you can’t use your No Claims Discount more than once.

What if my NCD was earned in another country?

We may be able to accept it. Please call us to find out more.

Post your proof to us including:

  • A short letter containing your name, John Lewis Car Insurance reference number and a brief reason for writing.
  • Your original proof of No Claims Discount entitlement, on company letter headed paper, written in English.
  • Proof of your No Claims Discount entitlement which states the number of years (not percentage) that you’ve earned.

Send your proof to:

John Lewis Car Insurance
Prospect House
Gordon Banks Drive
Trentham Lakes North
Stoke on Trent
ST4 4TW

Can I protect my NCD?

If you have at least 4 years’ No Claims Discount, you may be able to protect it for an additional amount.

You can only protect your No Claims Discount before your policy starts.

No Claims Discount protection means that you can make up to 2 fault claims in 3 continuous years of insurance and your No Claims Discount won't be affected.

How do I make a claim?

Call us on: 0845 610 0360

Do you offer a Courtesy Car if I have an accident?

Yes, if you have Comprehensive Cover. When you use an approved repairer, we’ll provide you with a Courtesy Car for the full duration of repairs to your car. We'll also provide a Replacement Car for up to 21 days if your car is written-off or stolen. Terms, conditions, exclusions and limitations apply.

What happens when my policy is due for renewal?

We'll send you details for your renewal including your premium well in advance of your renewal date.

If you're happy with the renewal premium and you pay for your insurance in full by credit/debit card, you can renew your policy by phone.

If you pay for your insurance in monthly instalments by Direct Debit, you don’t need to do anything – we’ll automatically renew your policy and continue collecting the monthly payments.

How do I cancel my policy?

Call us on: 0845 610 0355

We charge a fee of £40 for cancelling part way through your insurance. No refunds will be payable if there are any fault or pending claims on your policy

How do I complain?

You can: Email us

Or call us:

For service complaints: Call us on: 0845 610 0355

For claims complaints: Call us on: 0845 610 0360

How do I request duplicate documents?

Call us on: 0845 610 0355

There is no charge for reissuing new documents.

You can access your documents online at any time in My Account on our full site. You can also call us to request duplicate documents.

You can print the Policy Wordings at no charge.

Can I see my Policy Booklets online?

Yes.

When can’t you provide Insurance?

We can’t provide Car Insurance if, for example:

  • your car has more than 7 seats or is a commercial vehicle
  • your vehicle is a van or pickup
  • your car is used for private hire, driving instruction, any form of selling, soliciting for orders or collecting money
  • you use your car in competitions, rallies or for any purpose connected with the motor trade
  • all drivers (yourself included) don’t have one of the following:
    • a full UK driving licence
    • a provisional UK drivers licence
    • an automatic UK drivers licence
    • an EU drivers licence or other European drivers licence
  • you or any drivers have been disqualified under the 'totting up' procedure (TT99 or XX99) within the last five years
  • you’re not a permanent UK resident (excluding Northern Ireland).

We can’t provide you with Insurance if you don’t take responsibility for, and check all questions and default answers in the application. It’s your responsibility to amend answers if they are incorrect.

How many motoring convictions do you accept?

We need to know about any unspent or pending convictions, for you or any named drivers.

The number of convictions we accept depends on the age of drivers, make and model of car, and the date of the convictions.

How do I change my address details?

If you’re changing address, let us know as soon as possible.

Call us on: 0845 610 0355

Depending on where the new address is and if there is any change to where the car is kept overnight, your premium may change.

There’s a £15 administration fee for making changes part way through your policy over the phone.

You can also make these changes in My Account on our full site. There is no charge for making these changes online, however the changes may affect your premium.

How do I transfer my policy to a new car?

We'll need to have all the details about your new car before you buy it. So we can transfer your policy to the new car please:

Call us on: 0845 610 0355

Depending on the make, model and age of the new car, your premium may change.

We charge £15 for making this change over the phone and issuing new documentation to you.

You can also make these changes online in My Account on our full site. There is no charge for making these changes online, however these changes may affect your premium.

Do I get a refund if I sell my car?

You can get a refund if you sell your car after paying your Insurance premium, providing there have been no faults or pending claims under your policy.

  • If you sell your car within 14 days of paying your Insurance premium: you'll receive a full refund, less a pro-rata amount for the number of days’ cover you received.
  • If you sell your car after 14 days: you'll receive a pro-rata refund based on the cover you’ve had.

We charge £40 for cancellation part way through your policy. We won’t make any refunds if there are any fault or pending claims on your policy.

Can you provide cover for driving in Europe?

We cover you for a maximum of 90 days per year in Europe as standard. If you’re planning a long trip, you can take these 90 days consecutively.

You can add our European Rescue breakdown cover for just £80 per year.

Call us on: 0845 610 0355

Can I change my payment dates?

Yes – we can bring your payment date forward, but we can’t delay it.

To change your payment date call our Customer Services Team. Please give our Accounts Team 15 days notice to set up or alter your Direct Debit instruction.

Call us on: 0845 610 0355

What happens if I’m due a refund?

If a refund is due on your account, we’ll contact you to let you know.

If you've made changes in My Account on our full site, we'll be able to tell you if you are due a refund immediately.

If your policy has been cancelled or you’ve paid for it in full, we’ll refund any money to the card you originally paid with if possible. If you haven’t received your refund within 15 days.

Call us on: 0845 610 0355

If you pay for your policy by instalments and have made changes that reduce your premium, we’ll spread any refund across your instalment plan and reduce your monthly payments. We’ll contact you with your revised instalment amounts.

If we don’t have valid card details for the card you originally paid with, we’ll process your refund by cheque or refund to a card that you have subsequently paid with.

If your policy started or renewed before 01/01/2015
John Lewis Insurance is a trading name of John Lewis plc. Registered in England No. 00233462. Registered office: 171 Victoria Street, London, SW1E 5NN. John Lewis plc is an appointed representative of UKAIS Limited (No. 02613429). Registered in England and Wales at Prospect House, Gordon Banks Drive, Trentham Lakes North, Stoke on Trent ST4 4TW. Authorised and regulated by the Financial Conduct Authority (financial services register 307223).

If your policy started or renewed on or after 01/01/2015
John Lewis Insurance is a trading name of John Lewis plc. Registered in England No. 00233462. Registered office: 171 Victoria Street , London, SW1E 5NN. John Lewis plc is an appointed representative of Ageas Retail Limited. Registered office: Ageas House, Hampshire Corporate Park, Templars Way, Eastleigh, Hampshire, SO53 3YA. Registered in England and Wales 1324965. Ageas Retail Limited is authorised and regulated by the Financial Conduct Authority. FCA registered number: 312468. Ageas Retail Limited is a member of the DMA and a sister company of Ageas Insurance Limited.