Contact Us - Existing customer
Online Document Portal
To view your documents and upload any requested documents, please click HERE to visit our Online Document Portal.
Automatic Renewal Opt In/Out
If you would like to opt in or out of your insurance policy automatically renewing, please click here.
Submit your change to your Direct Debit Auto Renewal
If you currently pay by Direct Debit and you wish to opt in or out of having your policy automatically renewed, please email autorenewal@insurancefactory.co.uk with your:
- Name
- Policy Number (02/******)
- Email address
And specify whether you’d like to opt in or out by adding ‘Opt-in’ OR ‘Opt-out’ to the email subject.
24 Hour Claims Line
The unexpected can happen at any time. That’s why our claims line is open 24 hours – to take your call and start processing your claim as quickly as possible.
You can notify us of all accidents or thefts by calling our 24 hour Claims Helpline.
0800 440 2063
Customer Service
For Customer service, please call on one of the numbers below:
Motor Trade Policies: 01384 429 907
All other Policies: 0121 296 3077
About Your Policy
What’s covered?
If you’re not sure exactly what is covered in your insurance policy, it’s easy to find out. Simply refer to your certificate and policy schedule. These were issued to you when you originally took out the cover and all the information you need is in them. If you still have a query, please call:
Motor Trade Policies: 01384 429 907
All other Policies: 0121 296 3077
Policy detail changes
If you want to make changes to your existing policy details i.e. you’ve changed address, got a new vehicle or you want to add someone else to the policy please call us on:
Motor Trade Policies: 01384 429 907
All other Policies: 0121 296 3077
Renewing Your Policy
If your current insurance is coming to an end then you should definitely be thinking about renewing your policy. To discuss your renewal requirements, including any changes you wish to make to your policy then please call us on one of the below:
Private Car Renewals: 01384 429 909
Motor Trade Renewals: 01384 429 906
Commercial Vehicle Renewals: 01384 429 911
Our Terms of Business
For further details please refer to our Terms Of Business Agreement.
What to do if you have a complaint
If you have a complaint, please refer to our customer complaint procedure. This provides an easy to follow step-by-step guide to help you through the process.