FAQS

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.

The quickest way to submit your No Claims bonus proof or request that we verbally confirm this with your previous insurer is by clicking here and filling out the online form.

If you have recently cancelled your policy or received a renewal notice, your entitlement will be displayed on either the renewal invitation or on a letter attached to your cancellation letter.  Alternatively, you can click here and complete the online form. We will be unable to issue any Proof of Bonus until your existing policy has expired.

If you are a client who receives correspondence via e-mail or through the document portal, you should receive an email when all outstanding documents have been processed & are deemed acceptable. If you have opted to receive your documents via post, we will send a letter by this method as soon as all documents outstanding have been received which should arrive within 7 working days.

We may be able to perform various amendments to your policy, for example changing the vehicle on cover, updating your address, or adding additional drivers. Please note that many of our policies are specialist policies that will only cover similar risks to that which you have insured.

For example, many of our Classic policies will only cater for a like-for-like vehicle, such as another type of classic. If we are unable to amend your existing policy, we will look at all other options available to you, including the option to cancel and replace with a new insurer, who will accommodate your needs.

Your Insurer will view each risk on a case-by-case basis and this will be reflected in any additional/return premiums offered. All mid-term changes will incur an Administration fee of up to £40.00. Some Insurers may charge an additional administration fee (in addition to our own fee) for making a change to your policy. Please check your policy details for more information.

Sometimes an insurer may need to take extra steps to validate the data you have given us. These steps are taken to help combat fraudulent activity within the insurance industry. Click here to view what is acceptable & upload your documents.

If your vehicle is not being kept at the address you declared, we need to ensure your insurer is fully aware of its parking arrangements. We will need the following details: Full address including postcode. How far is it from your home address? How often will the vehicle be checked? Will it ever go to the home address? if yes, where will it be parked?  Who has access to the vehicle & what security is on the premises?

Please note that if your vehicle is being kept in a professional storage facility we will need to know if there is any insurance cover in place for your vehicle provided by them & how many other vehicles are kept there. Please contact our Customer Service Team, details of how to contact us can be found by clicking here.

Policies arranged by Lancaster Insurance Services 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.

This benefit cannot be added to your policy, it is either included or it is not. If you already have the benefit on another insurance policy, you may not need it on this one. Please review your other policy for details on the cover provided.

If unsure, please contact our Customer Service Team, details of how to contact us can be found by clicking here.

Insurers vary in what charges they apply when cancelling a policy: We have those that offer 'short-period' where a percentage of the premium is retained based on the number of months cover you have had, and policies calculated on a 'pro-rata' (daily) basis. The cancellation terms offered can be viewed in your policy booklet or Insurance Product Information Document (IPID), which is part of your document pack.

Please note that any insurer charges will be in addition to our policy Arrangement & Cancellation fees that we apply (details of which can be found in your Terms of Business Agreement) and any non-refundable items purchased.

You can email us at cancellations@lancasterinsurance.co.uk, or click here for how to contact us.

All cancellations are subject to a cancellation fee of up to £55.00, regardless of how/why/by whom the policy is cancelled. You will not pay more than the original policy cost, however.

If your policy is still active, please contact our customer service team on 01480 484806 or email us customerservice@lancasterinsurance.co.uk. If your policy has been cancelled, please contact our Credit Control team on 01384 429897. If you are experiencing financial difficulties, we will endeavour to assist you as much as we can.

We will endeavour to ensure that the Motor Insurance Database is updated within 14 days of your policy being incepted. You can check this by going online to CheckMID.com. Please ensure that the Registration Number is correct when you receive your documents as this can delay the process if it needs to be amended.

Your documents will be on our online portal, unless your requested the by post or email. Please visit our document portal to get your documents.

If you have requested to receive your documents via email, then you should receive them within 48hrs. If you have requested to receive your documents in the post, then you should receive them within 7 days. You can click here to request duplicates be issued.

If you have had a cheaper price elsewhere or are thinking of leaving us, please call our Renewals Team on 01480 484856, or email us renewaladmin@lancasterinsurance.co.uk. Alternatively, you may wish to arrange for us to call you back, to do so, please click here. If you are paying by Direct Debit, you will need to let us know prior to the renewal date of your policy if you wish to lapse the policy. If we do not hear from you, the policy will renew automatically if you have opted in for this service.

If you purchased your policy by Direct Debit you will have entered into a credit agreement with one of our providers.

If your policy started before 1st July 2026 your finance provider is Close Brothers Premium Finance.

If you purchased your policy on or after 1st July 2026 your finance provider is PremFina Ltd.

Your credit agreement will be sent out by your credit provider along with any instruction on what to do next if you need to.

Interest rates can change over time, please refer to your finance agreement for exact details.

Policies taken out before 1st July 2026:

If you have a policy that you took out before 1st July 2026, your finance provider will be Close Brothers Premium Finance.

Close Brothers will re-attempt to collect the payment from your bank, usually within ten working days, along with their standard £25 default fee. Details of this second collection request will be contained in their notification to you. If this payment is successful you won’t need to take any further action.

Should the second collection attempt be unsuccessful, you will be required to make a card payment within a time frame that Close Brothers will provide.

If the payment is missed for any reason other than Insufficient Funds, Close will notify you by post, and (BRAND) will text if you have provided a valid mobile number. You’ll need to make a card payment for the missed collection and the £25 default fee within the time frame provided by Close Brothers.

You can make this payment by logging into their online portal at https://www.closebrothersbanking.com/web/close-brothers/home
or calling their 24 hour payment line on 0333 321 8566. Please ensure you have your account reference number to hand. This reference can be found on any correspondence Close Brothers have sent to you.

Policies taken out on or after 1st July 2026

If you purchased your policy on or after 1st July 2026 your finance provider is PremFina Ltd.

If you miss a payment, or if your Direct Debit is unsuccessful, you will receive a notification from PremFina Ltd by SMS text and they will also send you a Statutory Default Notice both via email and post.

This will let you know what the next steps are. There is a £27.50 default fee as per the credit agreement with PremFina Ltd, and they usually attempt to collect the payment again within 7-10 days if they have valid bank details, and will send an additional arrears reminder if this attempt is unsuccessful.

They will also supply a ‘Last Chance Date’ that will be a deadline to make payment before the finance agreement is terminated if the second payment attempt detailed above fails.

If you would like to make payment, you can do so via the PremFina Ltd payment portal at https://payment.premfina.com/

You will need your agreement number, which is listed at the top of any correspondence you have received from PremFina Ltd.

An Agreed Valuation is a specialist benefit for classic/treasured vehicles which allows you to guarantee the value of the vehicle so, in the unfortunate event of a claim, you will get back a guaranteed price as opposed to market value minus your policy excess. This is only available on certain schemes and the cost is £18.00. If purchased & completed, you will receive a Certificate to confirm the value for your records. If you wish to add this, please call us on 01480 484806.

If you are receiving error messages when completing the online portal application, or your session has timed out, you will need a new Agreed Valuation Portal link. Please click here to complete a short form and we will provide you with a new link.

We offer a range of additional benefits; Legal Cover, Breakdown Cover, Salvage Retention and the Agreed Valued Service are all available. Please speak to one of our advisers for more details.

From phone to email to post, there are numerous ways to get in touch. Please click here for a full list of ways to contact us.

No, Lancaster Insurance Services is an insurance intermediary - a trading name of Insurance Factory Ltd.  What this means is that we act like a broker for a panel of insurers, but we have delegated authority to issue documents & act on their behalf to administer and adjust policies. Please refer to our Terms of Business Agreement for more details.