How can we help?

Our list of Frequently Asked Questions might have the information you're looking for. 

If you have a question about the coronavirus and your car insurance, we’re here to help. Please take a look at our Coronavirus FAQs, which may have the answer you are looking for, or will let you know your next steps. Alternatively, you can use the web chat – at the bottom right of the screen – to find out more information.

If you are struggling to make your insurance payments because you’ve been affected by the coronavirus outbreak, please get in touch. We’ll talk through your situation and help find the best option for you.

Manage your account online

To view details about your policy, you can log in to your account. Here you can:

• View existing quotes and renewal details
• Download your insurance policy documents
• Change your vehicle

Make a claim online

You can make a claim quickly and easily online, at a time that’s best for you. Your online claim will be instantly logged with our team, who will then be in touch to let you know how it’s progressing. Or you can call our Claims Helpline and raise your claim over the phone.

Web chat

Simply click the orange chat button below and ask your question on web chat. You can make changes to your policy over web chat including adding and removing a driver, and changing your address.

Email

You can email our customer service team on help@providentinsurance.co.uk. We will reply as soon as possible, however, please be patient as we’re receiving more emails than usual at the moment.

If you need to talk to someone

If you’d prefer to call us, please be patient as we’re taking more calls than usual and you may have to wait longer than normal. We are doing everything to answer calls as quickly as possible.

Call 03300 240 123 to speak to one of our team.

Our opening times are:

Monday – Friday 8.30am – 6pm
Saturday 9am – 1pm

We are closed on bank holidays. If you call from a mobile or landline, it will be included in the call minutes on your phone plan. If you haven’t got any plan minutes, you’ll be charged the national call rate.

By post

You can write to us on the address below. Please note, to help protect our team during the coronavirus outbreak, we have reduced the team in our post room. Therefore, post correspondence may be delayed in being read and actioned.

Your comprehensive private car insurance policy gives you cover to drive abroad for up to 90 days within the EU. Please read your policy document for full details of your cover.

The Association of British Insurers (ABI) and Motor Insurance Bureau (MIB) advise that drivers should be prepared to have a Green Card with them when driving in the EU after midnight on the 31st October 2019.  Provided you carry a physical copy of your Green Card with you, you will be allowed to drive in EU countries.

If you are planning to drive within the EU and your trip will be finished before the 31st October 2019, then nothing will change and you don’t have to do anything.

If you plan to drive within the EU after the 31st October 2019, please contact us on 03300 240 123 at least a month before you travel so we can issue you with a Green Card.

We will not charge a fee to issue you with a Green Card.

You can find detailed guidance and FAQs from the ABI here.  For further information, please call us on 03300 240 123 or email us at help@providentinsurance.co.uk.

At Provident Insurance, we always aim to provide a first class service to our customers, but we do recognise that occasionally things go wrong. Where this is the case, our aim is to always deal with complaints fairly and promptly. We take all complaints seriously and use your feedback to identify improvements to the service which we offer. If you're unhappy with any aspect of our service, please refer to our Internal Complaints Procedure. You can make your complaint in writing, by telephone or by email.

Call us:

Helpline: 03300 240 640

Calls from mobiles and landlines will be charged as part of your inclusive call minutes; if inclusive minutes aren’t available, you’ll be charged the national call rate.

Email us:

customer.relations@providentinsurance.co.uk

Write to us:

Customer Relations Team
PO Box 847
Dean Clough
Halifax
HX1 9RE

You can contact the Financial Ombudsman Service at any stage of your complaint for free and impartial advice. Please refer to our Internal Complaints Procedure for more information about the Financial Ombudsman Service and their contact details.

You can also register a complaint with the European Union’s Online Dispute Resolution platform (or ODR). Their website is http://ec.europa.eu/consumers/odr/. The ODR will simply pass your complaint to the Financial Ombudsman Service.

To make a new car insurance claim:

• Click here to report your claim online
• Or call 03300 240 242 for 24/7 assistance

To talk to us about an existing claim:

• Call 03300 240 242 

Opening hours for existing claims:

Monday – Friday: 08:30 – 17:00

To make a windscreen claim:

• Click here to make your claim online
• Or call our Glassline on 03300 240 244