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.
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.
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’ve 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 Premium Credit Limited. You should receive a welcome pack in the post no later than 14 days after the start of your policy 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.
"Excellent service! I had my first ever accident, Lancaster Insurance dealt with the claim in a professional and helpful way, no fuss. They made the whole process uncomplicated and stress free. I would continue to use them just for the service I received - first class."
Susan Davis, 24/07/2014
"I am a new classic car owner and have never before had to obtain this type of insurance. Amy was not only helpful and friendly, she was very knowledgeable on the subject and answered all of my questions. By asking the right questions, she managed to offer me a very competitive quotation, which I gladly accepted."
Lynn, Essex, 24/07/2014
"After putting the phone down, I think it was the first time in my life that I had a smile on my face after sorting out an insurance policy. Everything was explained to me in lay man terms and every question I asked was not a problem to be answered. Thanks Emma."
Paul, Nottingham, 24/07/2014
"I now have seven cars insured through Lancaster because they consistently provide the most competitive cover with good insurance providers."