FAQs

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.

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 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.

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.

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.

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 cancellations@lancasterinsurance.co.uk to notify us. 

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.

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.

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.

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.

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.

An excess is the contribution you make towards the cost of your claim. For instance, if your claim is £1,000, and your excess is £150, the insurer would pay you £850 in settlement of your claim.