For further information about the Horizon IT Scandal, please visit our corporate website

Common car and van insurance questions

General questions

Paying for your policy

  • You can pay annually or in monthly instalments. To pay by monthly instalments you will need to enter into a credit agreement (subject to status). You can pay by credit or debit card, or by direct debit. Your first payment must always be made using a credit or debit card.

  • If you choose to pay by monthly instalments, you are in essence entering a credit agreement. This means you’ll be charged an APR%, just like with other kinds of credit. This makes the total cost for a year’s insurance higher than if you pay for the year up-front.

No claims discounts

  • We're afraid not.

  • Post Office will only reward the actual policy holder with no claims discount. However, if you have been claim-free, we may be able to give some type of introductory discount. To find out more, please contact our team on 0345 073 1002. Opening hours are listed below.

Accessing your information

  • Go to our car insurance application where you can retrieve your quote. Enter your quote reference in the "retrieve an existing quote" section and follow the instructions given.

  • You can download your document policy pack at the time of purchase or alternatively they can be posted out to you. Your certificate of insurance should arrive in the post within 7 working days of purchase. You can also access your documents online via the self-service centre.

Make a claim, renew or cancel

Policy renewals

  • We'll send a renewal notice 28 days before your renewal date, which will give you instructions about any actions you may wish to take.

  • It means that your policy will renew automatically when it comes up for renewal next year. It is a convenient, stress-free way of staying insured. We’ll send a reminder 28 days before your renewal date so you can check the details and make sure you are still happy to go ahead.  

    If you change your mind and want to opt out of an automatic renewal, it’s easy to do. Either log into your account or call the contact centre to make the change.

Making a claim

  • Please call the claims helpline on 0345 073 1005. Lines are open 24/7 for claims.

  • If this is something you want to do, you’ll need to speak to our customer support team who will be able to help. You can reach them on 0345 073 1005. The opening hours are listed below in the “Contact us by phone” section.

To cancel or get help if you’re having difficulty paying

  • This is something you’ll need to do by phone. You can reach our customer service team on 0345 073 1002. Check the “Contact us by phone” section below for further details.

  • Yes, we’re here to help. We’re aware that there may be an impact on people’s livelihoods due to rising costs of living. If you think you may be unable to maintain your regular policy payments, please contact us as soon as possible on 0345 073 1002. Opening hours are available below.

    We have specialists on hand who can discuss your individual circumstances and agree how we can help with your financial situation. There are several ways we may be able to help, including moving your payment dates, agreeing partial payments or payment holidays in the short term and removing any fees applied to your policy.

    Don’t wait until you miss a payment, as we can help you in advance. We ask that you don’t cancel your payments or direct debits as this can result in your policy being cancelled and we don’t want you to be left uninsured. So please get in touch with us at the earliest opportunity.

Van Insurance

  • If you are not sure you can check on the MID data base. It is free to check your own vehicle registration number, however please be aware that it can take up to 7 days for a vehicle to appear on this database after you have taken out insurance.

  • As the insurance for your car is based on its registration number then unless the certificate of insurance permits you to drive a van on it as well then unfortunately no you cannot drive your van on your car insurance. Our Driving Other Cars (DOC) cover does not extend to vans.

Driving abroad

Driving to aid Ukraine

  • No, you do not need to inform us and will continue to be covered.

  • No, our motor insurance policy will provide, at minimum, third party liability coverage for the duration of the insurance policy. However, we encourage you to check your policy documents carefully for limits of coverage and policy exclusions. In addition, we encourage you to familiarise yourself with regulations around the cross-border transport of goods and abide by any travel advice issued by the Foreign, Commonwealth & Development Office.

  • Previous ABI advice was that commercial van customers with UK comprehensive insurance would also have comprehensive cover for any cross-border journeys taken to provide humanitarian aid within Green Card Free Circulations Area (GCFCA) countries. However these guidelines are under discussion by the ABI and expected to change from 5th August 2022. So to be sure, please call us to discuss your travel plans and we will be able to advise whether you require additional cover should you plan to leave GFCA countries.

    The Green Card Free Circulation Area (GCFCA) comprises all 30 European Economic Area (EEA) countries as well as UK, Andorra, Bosnia & Herzegovina, Montenegro, Serbia and Switzerland.

  • No, cover does not include driving in the Ukraine. You should also be aware that damage or injury caused by war, conflicts or similar events are common exclusions in motor insurance policies.

Driving abroad after Brexit

  • On 30 June 2021, the EU Commission announced their decision to waive the need to travel with a green card for vehicles and towed caravans and trailers when driving in the EU and EEA from 2 August 2021 onwards.

    This means you DO NOT need a green card for driving your vehicle and towing a caravan or trailer in the following countries:

    • Andorra
    • Austria
    • Belgium
    • Bosnia and Herzegovina
    • Bulgaria
    • Croatia
    • Republic of Cyprus
    • Czech Republic
    • Denmark
    • Estonia
    • Finland
    • France
    • Germany
    • Greece
    • Hungary
    • Iceland
    • Ireland
    • Italy
    • Latvia
    • Liechtenstein
    • Lithuania
    • Luxembourg
    • Malta
    • Netherlands
    • Norway
    • Poland
    • Portugal
    • Romania
    • Serbia
    • Slovakia
    • Slovenia
    • Spain
    • Sweden
    • Switzerland

    You may need a green card to drive your vehicle and tow a caravan or trailer in the following countries:

    • Albania
    • Azerbaijan
    • Belarus
    • Iran
    • Israel
    • Moldova
    • Morocco
    • Russia
    • Tunisia
    • Turkey
    • Ukraine

    (Please note, insurance cover in these countries is subject to agreement from your insurer and an additional premium may apply in accordance with the terms of your policy).

    If you are travelling to the countries shown above where a green card may be required for your vehicle and caravan/trailer, please contact us 21 days before you are travelling and we will arrange for one to be sent to you if your insurer agrees to the cover and you have paid any additional premium if required.  

    You will need to take a copy of your Certificate of Insurance, your driving licence and V5C log book with you and display a UK sticker on your vehicle. You may also need an International Driving Permit to drive in some EU/EEA countries.  

    If you intend to tow a trailer with your vehicle, depending on the type of trailer you have, you may also need to register your trailer before you travel.  

    Please note, if you took out a new policy or renewed a policy with us after May 2021, ‘Section 9 Driving Abroad’ in your terms and conditions will still contain information concerning the previous EU ruling which advised that green cards were required in all circumstances. We will not be reissuing policy documents in the short term, however if you choose to renew your policy with us at your next renewal, this section will be updated.  
    For more information on driving abroad and any required documentation, please review the following websites before you travel.  

    Driving abroad

    https://www.gov.uk/driving-abroad

    https://www.gov.uk/vehicle-insurance/driving-abroad

    https://www.gov.uk/guidance/trailer-registration

    International Driving Permits

    International Driving Permit | Post Office

    https://www.gov.uk/driving-abroad/international-driving-permit

    Motor Insurance Bureau

    https://www.mib.org.uk/driving-abroad-eu-exit/green-card-information-for-the-public

Manage your account online

Log in online

Use your online account to view your policy, policy documents and make any adjustments you need to

Making a claim

If you need to make a claim on your policy.

Call our claims line:

We’re ready to help: 0345 073 1005

Available 24 hours a day, 7 days a week

Renewing your policy

To renew your cover or ask us a question about your renewal, here’s the team to call.

Policy renewal

Call us on: 0330 018 4082

Monday to Friday: 8am – 8pm
Saturday: 9am – 5pm
Sunday and bank holidays: 10am – 4pm

Contact us with other enquiries

Here’s how to reach us about anything other than making a claim or your policy renewal.

Call our customer service team

We’re ready to help: 0345 073 1002

Monday to Friday: 8am – 8pm
Saturday: 9am – 5pm
Sunday and bank holidays: 10am – 4pm

Call charges: calls to 03 numbers will cost no more than calling a standard geographic number starting with 01 or 02 from your fixed line or mobile and may be included in your call package dependent on your service provider. Calls may be monitored or recorded for training and compliance purposes.