Want to know more about your policy? This section of our website is dedicated to providing you with information relating to your car insurance. The list below contains some of our most frequently asked questions as well as other information we think might help you in finalising your policy.
If you have any questions which you cannot find the answer to, please don’t hesitate to contact us.
Please choose from the following:
How can I contact you?
From phone and e-mail to post and fax, there are various ways of getting in touch. Please click here to find a full list of ways to contact us.
How can I submit my mileage declaration?
The most efficient way of submitting your mileage declaration to us is to click here and complete the online form. Alternatively, you may complete and return the mileage declaration form we sent to you with your policy documents, either by e-mail or in the post.
How can I submit my proof of No Claims Bonus?
The quickest way to submit your No Claims Bonus proof to us is by clicking here and filling out the online form. Alternatively, you can post or e-mail your proof of No Claims Bonus to the contact details here.
How can I request my proof of No Claims Bonus?
The simplest way to request proof of your No Claims Bonus is to click here and complete the online form. Please note, we are unable to issue your No Claims Bonus proof until your policy has expired or been terminated. Alternatively, you may call our customer services team or send us an e-mail.
How can I change the vehicle I have insured?
We may be able to perform a ‘Change of Vehicle’ amendment to your policy, if you have sold (or are planning to sell) your vehicle.
Please note that many of our policies are specialist policies that will only cover your type of vehicle. For example, many of our Classic policies will only cater for a like-for-like vehicle (such as another type of classic). In these circumstances we may give you the option to cancel your current policy and replace it with one which better suits your needs.
To request a change of vehicle, please contact our customer services department. Please note, an administration charge of £30 applies to all mid-term adjustments, as per our Terms of Business Agreement.
How does your cancellation process work?
As we are a broker, we work with various different insurers who have varying cancellation terms. These can be located within your policy booklet and supporting documents. Please also refer to our Terms of Business Agreement for further details. To cancel your policy, you can either write to us, call us or e-mail email@example.com to notify us.
How do I know if you’ve received my outstanding documents?
If you are a client who receives correspondence via e-mail, you should get a confirmation e-mail on the day we receive your documents into the office. If you receive your correspondence via post, you should receive a confirmation letter in the post within 7 working days after receiving your documents.
What do I do if I haven’t received my documents?
If you haven’t received your documents via e-mail within 48 hours after you purchased your policy, or if you haven’t received your documents in the post within 7 working days after you purchased your policy, you can either click here to request duplicate documents or alternatively you can contact our customer services department.
What do I need to do if I move house?
If you move house during the duration of your policy, you will need to inform us to ensure your policy records are kept up to date. We will also require information surrounding where you will be storing your vehicle overnight as this is a material fact that insurance companies must hold.
I have received details of my new policy, but I haven’t received a Direct Debit Mandate, what do I do?
If you are paying by instalments, your monthly payments are handled by a company called Close Brothers Premium Finance. You should receive a welcome pack no later than 7 days after the start of your policy, either in the post or via e-mail (depending on your preference), which will give detailed instructions of anything they may require to complete your credit agreement. If you haven’t received your welcome pack within this timescale, please contact a member of our customer service department.
Does my policy have 'Driving Other Cars' included?
Policies arranged by Lancaster Insurance vary, depending on the scheme and cover selected. To check whether the 'Driving Other Cars' benefit is included with your policy you will need to check your Certificate of Motor Insurance. If your Certificate does not specify that you are able to drive another car, that would suggest that the benefit is not included. If you are unsure, please contact our customer service team, details of how to contact us can be found by clicking here.
"Lancaster Insurance delivers a friendly no hassle service, I have no hesitation recommending them to anyone. They make insuring and re-insuring your classic cars easy with no frustrating, confusing or complicated procedures."
Roger, Bristol, 04/01/2019
"I have always found Lancaster insurance helpful and always able to give clear answers to any queries"
Lionel, Northampton, 04/01/2019
"Thanks Tom for all your help with the insurance for my MG, will be speaking to you in October to do the same for my MX5. Excellent service!!! "
Andrew, Huddersfield, 04/01/2019
"Fantastic sales agent! Very professional, informative, friendly and I was about to shop around, but due to him I have now become your client."
Carli, Ipswich, 04/01/2019
"The very mention of MG and you just came up with the absolute best price and conditions, so spot on!! "
John, Loughborough, 04/01/2019
"I found the whole experience of obtaining car insurance with your company very easy and was impressed with your speed and attention to detail in processing my application"
Gareth, Kent, 04/01/2019
"The person I spoke to was really nice, very friendly on the phone and very clear with all of the important explanations. She was one of the most pleasant people I've spoken to when setting up insurance for my vehicles."