Frequently Asked Questions

Got a question? See if you can find the answer in our most frequently asked questions. If not, you can contact us using the web chat on the bottom right of this screen.

UPDATE FOR OUR CUSTOMERS ABOUT CORONAVIRUS

As the coronavirus outbreak continues to affect us all, we’d like to update you on what we’re doing in response to the situation.

We all have to come together at this difficult time, and we’re working hard to support you as much as we can. We understand that you may be facing health, practical and financial difficulties as a result of the coronavirus and we want to reassure you that we are here to support you.

Helping you, our customers

If you have been affected by the coronavirus and need information about your car insurance, please take a look at our coronavirus-specific FAQs or use our web chat to help you find the right information. You may be able to get the information you need more quickly, and without calling us.

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.

Please get in touch if you are facing financial difficulties because of the coronavirus outbreak, and are therefore struggling to pay for your insurance. You can get in touch by phone, email or web chat. We will do what we can to help you through this difficult time, and we’ll look at your situation individually – we don’t offer a one-size solution as this may not be what’s best for you.

  1. Coronavirus FAQs

    • I’d like to make a change to my policy

      We understand that the way you use your car may have changed significantly in the last few weeks. For example, you may need to add another driver if a family member needs to do your shopping for you. Call us on 03300 240 123 if you would like to add another driver or make other changes to your policy that are not covered below. We’ll be happy to help.

    • I need to use my car to commute to work, instead of public transport

      If you usually use public transport to get to work, but now need to use your car, then there’s no need to let us know about this. Under the current circumstances we will extend cover to include commuting.

    • I’m driving for a voluntary organisation to help people who can’t leave their homes

      If you have volunteered to deliver essential supplies for those affected by the coronavirus or have become an NHS volunteer, this is covered by your insurance. You don’t need to make any changes or let us know.

    • I’m struggling to make a payment

      We understand that many people’s livelihoods have been affected by the coronavirus. If you are struggling to make a payment, we will do our best to help. Please call us on 03300 240 123 and we’ll be ready to discuss your circumstances and options.

      If you are facing financial difficulty and need support or guidance the Money Advice Service offer a free Money Navigator Tool which gives you action plans based on your own situation.

      Additional guidance is also available on the Financial Conduct Authority’s website visit Dealing with financial difficulties during coronavirus: information for consumers for more information.

    • I’d like to pause my policy

      Unfortunately, we can’t pause or freeze a policy. You can cancel a policy and register your vehicle as SORN. If you choose to do this, please see our further advice on this below. Alternatively, you can keep your vehicle insured if you intend to drive it again once travel and movement restrictions have been lifted. Please either call us on 03300 240 123 or email help@providentinsurance.co.uk

    • I want to cancel my policy and register my vehicle for SORN

      If you are thinking about registering for Statutory Off Road Notification (SORN) for your vehicle, please remember that it then cannot be driven, and it will also need to be stored off the road. If you think there is a chance you might want to use the car again in the near future, we advise you to think carefully as to whether SORN is the right option, as your car is illegal to drive while SORN, and will not be insured if it is damaged, stolen or broken into. You can find more details about SORN here. Please either call us on 03300 240 123 or email help@providentinsurance.co.uk

    • I’m abroad in the EU, and cannot return to the UK due to border restrictions or coronavirus before my 90 days of EU insurance runs out

      Don’t worry: we will extend your comprehensive EU insurance until you are able to return home. You can still drive your car with full comprehensive insurance cover.

    • I missed my renewal date because I was ill

      If you missed your renewal date because you’ve been ill due to the coronavirus, we understand. Please call us on 03300 240 123 and we’ll do what we can to help.

    • I missed my deadline for sending you my evidence of no-claim bonus

      If you have been ill due to the coronavirus and missed the deadline for supplying your no-claims bonus evidence please call us on 03300 240 123 to discuss your situation and we’ll try to help.

    • My MOT is going to run out soon. Do I need to inform you or try to arrange a test?

      From 30th March 2020, MOT due dates for cars, motorcycles and light vans will be extended by six months. This is being done to help prevent the spread of coronavirus. There’s no need to call us as your policy will continue to remain valid while the MOT’ing of your car remains in line with these government guidelines.

    • I haven’t received my printed insurance documents or other correspondence in the post. When will this arrive?

      As most of our team is now working from home, we have had to reduce the amount of post we are sending out significantly. Therefore, please check your email account for important notifications, including printed insurance documents. You can also log into your account, here, to view, download and print your documents.

    • I have been furloughed or asked to not attend work during the coronavirus lockdown. However I am still able to make my insurance payments. Do I need to inform you?

      No, you do not need to let us know. However, if you start to struggle financially and are worried about making payments, please contact us as soon as possible and we will do our best to help. Please call us on 03300 240 123 to discuss your circumstances and options.

    • Please can I have more information about your courtesy car offer for NHS and key workers

      If you’re an NHS or key worker, we’d like to say thank you and make sure you can keep moving. You can get a free rental car if you’re an NHS or key worker and your car is stolen or written off. You can find out more information using our web chat, at the bottom right of the screen.

  2. I'm having trouble with My Account

    • The My Account area is telling me that I've got to have a policy?

      You can create an account if you have either a quote from Provident Insurance or if you have a policy.

      You will need to register using the email address you entered for your quote or policy.

      If you can’t create an account and are using the correct email address, our web chat team may be able to help – just click on the orange web chat button on the bottom right of the page.

    • My Account doesn't recognise my login details?

      Please make sure you are logging in or registering using the same email address that you used when you got your quote or purchased your policy. This is how we recognise that it’s you, and can then give you the correct information.

      If your password is not recognised, you can reset it here

      If the email address and password you are using are still not accepted, our web chat team may be able to help – just click on the orange web chat button on the bottom right of the page.

    • I've tried to change my password for My Account but I still can't login?

      If the email to reset the password has not arrived, please check your junk or spam folders, in case it has been redirected there.

      If you have not received your email, our web chat team may be able to help – just click on the orange web chat button on the bottom right of the page.

    • It says my password isn't complicated enough?

      Your password must be a minimum of 8 characters long and contain at least one of each of the following:

      • An uppercase letter
      • A lowercase letter
      • A number
      • A special character (E.g. !,”,£,$,%,&,*,#)

    • I can't remember or want to change my email address

      You can change your email account through our web chat team. Just click on the orange web chat button on the bottom right of the page.

    • It's telling me that my email address is invalid?

      You need to make sure that it's the email address you provided during your quote, and that it's correctly formatted.

    • Where can I find my documents in My Account?

      Once you've logged into the My Account area, go to My Policies and select your active car insurance policy. Your policy documents should be available there.

    • There aren't any documents in My Account?

      It can take up to 48 hours for your documents to appear in your account after you’ve purchased your policy. Please check back after two days.

      If it’s been longer than 48 hours, you can ask our web chat team to check on your account. Just click on the orange web chat button on the bottom right of the page.

      Alternatively, you can email us at help@providentinsurance.co.uk and we’ll reply within three working days.

    • How do I register for My Account?

      You can register here for your account.

      Just complete the information and press continue. Make sure you use the same email that you used to get your quote or purchase your policy.

  3. Getting a Quote

    • How do I save my quote?

      Once you've received your quote, you'll be given the option to save it by entering your email address and creating a password.

    • How do I retrieve my quote?

      You can retrieve your quote by clicking "Retrieve a quote" on the Provident Insurance website and following the instructions, or by clicking the "Retrieve a quote" link in your quote confirmation email.

    • I don't know the car's registration number - can I still get a quote?

      Yes, but you won't be able to purchase a policy without a valid car registration.

      To get your quote you can enter your car's details manually, but please note that the price of your quote may change when you confirm the car's registration number.

    • What do you mean by excess?

      An excess is the amount that you must pay toward any claim that you make. Your total excess is made up of a Compulsory excess (the non-negotiable part of your excess decided by us, your insurer) and a Voluntary excess amount (which you set yourself when you apply for cover).

      Please note additional excesses may apply in some circumstances.

    • What's a modification?

      A modification is any permanent alteration or upgrade which changes a car from the manufacturer's original specification.

    • What age do I need to be to get car insurance from Provident Insurance?

      We insure people between the ages of 17 and 85, so long as they meet our acceptance criteria.

    • Will a medical condition affect me getting car insurance?

      Some medical conditions will have an effect on your car insurance, and you need to tell the DVLA about any medical conditions that may affect your ability to drive safely. Your doctor should be able to tell you if you need to report your medical condition to the DVLA.

      For more information, please click here.

    • If I have a conviction will it affect my quote?

      There are a number of factors which can impact the price of your quote, with convictions being one of them. You should always honestly declare all information requested during the quote process, as if you withhold information it can affect your future claims, change the price of your policy or even invalidate your insurance.

    • Do you insure drivers with disabilities?

      Yes, but only on vehicles that their licence permits them to drive.

    • Can I get insurance if I haven't passed my test yet?

      Yes, you can get insurance on your car whilst holding a Provisional UK Licence. However, to be able to drive your car you must have a named driver in the passenger seat who's been driving for more than 3 years and is over the age of 21.

    • What are the young driver excesses that might apply to my policy?

      Young driver excesses:

      Driver aged under 21 £350
      Driver aged 21-24 years of age £250
      Driver aged 25 or over who is not an experienced driver    
      (i.e. someone who has not held a full licence for at least 12 months)
      £150

       

    • How much is my Windscreen excess?

      If the work is carried out by our approved windscreen and window repairer:

      Glass replacement excess £75
      Glass repair excess £15

      If you don't use our approved windscreen and window repairer:

      Glass replacement excess £100
      Glass repair excess £25

      Please note that if you don't use our approved windscreen and window repairer, the most we will pay is £100 after deducting any excesses.

    • Can I change the amount I pay as my deposit?

      No, you can't change the amount you pay as your deposit.

    • Who can pay my deposit?

      Anyone can pay your deposit, so long as you have their full consent and permission to use their card. Your monthly direct debit payments must be taken from an account that's held in your name.

    • Who can pay for my car insurance?

      If you choose to buy with a single payment, then anyone can pay for your car insurance policy so long as you have the cardholder's consent and permission.

      If you choose to buy your policy with a monthly payment plan, your deposit can be paid by anyone so long as you have their full consent and permission to use their card. However, your monthly instalments must be taken from an account held in the policyholder's name.

  4. Cover and Additional Products

    • What type of insurance does Provident Insurance offer?

      We only offer comprehensive insurance.

    • Does my cover allow me to drive my car abroad?

      Yes! You'll have the minimum level of cover required by law for damage or injury caused to other people and their property while your car is used in:

      Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Iceland, Norway, Switzerland, Liechtenstein, Andorra, Gibraltar, Monaco and San Marino.

      Your policy also provides 90 days comprehensive cover while you're using your car in the countries listed above, meaning you'll receive the same cover as if you were driving in the UK. You'll receive this cover for up to 90 days within your policy period. 

      Please call us on 03300 240 123 if you are taking your car abroad or email us at help@providentinsurance.co.uk, so we can check if a Green Card is needed. 

    • What does RAC Breakdown cover include?

      RAC Breakdown Cover is a separate optional product which has four options, these are Roadside; Roadside and Recovery; Roadside, Recovery & At Home; or Roadside, Recovery, At Home & European Motoring Assistance.

      Our Breakdown Cover page has more information about the levels of cover and what they provide.

    • Can other people drive my car on my policy?

      Anyone who drives your car must either be a named driver on your policy or they must have their own insurance policy for that car.  If you'd like to add an additional driver to your policy after your policy has started, please contact a member of our team on 03300 240 123.

    • What does the Motor Legal Protection Cover include?

      Our Motor Legal Protection Cover is a seperate and optional product that gives you access to legal experts who'll help you recover any uninsured costs that you've had to pay due to an accident that wasn’t your fault.

      For more information about Motor Legal Protection Cover please click here.

    • What is Replacement Car Cover and when would I need to use it?

      Replacement Car Cover is a separate and optional product underwritten by Covea Insurance plc and provided by Enterprise Rent A Car. A replacement car, such as a 3 door 1.0 litre hatchback, will be supplied if your car is deemed to be a total loss, or if it's stolen and not recovered.

      For more information about Replacement Car Cover please click here.

    • What does Personal Accident cover include?

      Personal accident provides cover up to £5,000 should you, your husband, wife or civil partner be accidentally killed, suffer the loss of sight, hands or feet while travelling in your car, or getting into or out of any private motor car. For full terms and conditions, please see Your Car Insurance Policy document.

    • What’s the difference between Replacement Car cover and a Courtesy Car?

      We'll provide you with a courtesy car while your car is being repaired by one of our approved repairers.

      Replacement Car Cover is a separate and optional product which will provide you with a car for up to 21 days when your car has been written off or stolen and not recovered.

    • Are my keys covered if I lose them or have them stolen?

      Yes - we'll pay up to £1,000 to replace the door and boot locks of your car if we're satisfied that a person who may have your keys, lock transmitter or entry card knows where your car is kept.

    • Can I temporarily add another driver to my policy?

      You can't add a temporary driver to your car insurance policy, but if you'd like to add a driver to your policy permanently, contact a member of our team on 03300 240 123.

    • When will I get a courtesy car?

      You'll get a courtesy car when your car has been in an accident and it can be repaired, and those repairs are being carried out by one of our approved repairers.

      If your car is being repaired by one of our approved repairers and you haven't been provided with a courtesy car, contact us on 03300 240 242.

    • Am I covered if my handbag is stolen from my car?

      We'll provide cover up to £250 for your personal belongings, but there are terms and conditions which apply to the cover. For more information, please see Your Car Insurance Policy booklet.

    • Is my SatNav covered under my car insurance policy?

      Yes, but only if your SatNav is permanently fitted to your car. For full terms and conditions, please see Your Car Insurance Policy booklet.

    • What are uninsured losses?

      Uninsured losses are any costs or expenses you will pay that aren't covered under your car insurance policy E.g. your excesses, unpaid leave if you take time off work following an accident, or paying for a hire car.

      To insure yourself against these losses, you can add Motor Legal Protection Cover to your policy by calling 03300 240 123.

    • Will I still be insured to drive in EU after Brexit?

      With negotiations ongoing over the UK’s exit of the European Union (EU), we want to update you on the potential impact for customers if the UK leaves without a deal. 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. 

    • What is a Green Card and why is it needed?

      A Green Card is an international certificate of insurance which guarantees that a UK motorist has the required third party insurance to drive within the EU. You will need a physical copy of your Green Card on green paper in order to be allowed to drive in EU countries. Digital copies are not currently accepted. 

    • Will I need a Green Card to drive in the EU?

      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 at least a month before you travel so we can issue you with a Green Card. 

    • How will we issue Green Cards?

      At this time we can’t confirm the full process of issuing Green Cards while negotiations are ongoing, though it will be implemented by us. If you do plan to drive within the EU after the 31st October 2019, please contact us at least a month before you travel so we can issue you with a Green Card. 

    • Will there be a fee for Green Cards?

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

  5. Payments and Direct Debit

    • Can I repay my balance early?

      Yes, you have the right to repay all or some of your credit early. If you choose to do this, you'll be charged interest as stated in the terms and conditions of the Running Account Credit Agreement.

    • How do I review and update my payment details I use on my policy?

      To check and update your payment details please contact a member of staff on 03300 240 123.

    • Can I pay by credit or debit card on a continuous basis?

      Yes, so long as you've opted into automatic renewal and the card details you've used to pay for your car insurance policy are in your name.

    • What's a Running Account Credit Agreement?

      In short, if you purchase a policy on direct debit you're being given credit, which is repaid via the direct debit payments over the following year.

      A fuller explanation is that in a Running Account Credit Agreement, you enter into a regulated credit agreement with ourselves which covers items such as the amount you're borrowing, the length of the agreement, interest rates, any charges, the amount and frequency of payments and your cancellation rights.  A Running Account Credit Agreement allows you to finance other transactions under the Credit Agreement subject to your credit limit and credit assessment.

    • If I choose to pay for my policy in monthly instalments, why do you carry out a credit search to provide me with a quote?

      If you choose to pay for your Insurance Premium with a monthly direct debit then you're effectively taking out credit for this purchase, as you're not paying for the policy upfront. Therefore, we need to check that your credit history is acceptable.

    • What is Insurance Premium Tax?

      Insurance Premium Tax (IPT) is a tax on all general insurance premiums, which will automatically be added to your premium at the prevailing rate when you receive a quote from us.

    • Can I pay for my insurance policy using someone else’s credit/debit card?

      Yes, so long as you have the card owner's consent and their permission, you can pay the deposit for your car insurance policy or in full using their credit or debit card, but any monthly instalments must be taken from an account held in the policyholder's name.

    • How can I pay for my insurance?

      You can either pay for your policy in full with one single payment, or by monthly instalments (if offered).  If you pay annually you must pay the full amount by credit or debit card; if you pay monthly, you must pay an initial deposit by credit or debit card, then make regular monthly payments as per the terms of your Running Account Credit Agreement.

    • How much is the charge for using a credit card?

      There is no charge for using a credit card.

    • Can I cancel my direct debit instruction at any time?

      You can cancel your direct debit instruction at your bank at any time. However, please be aware that this could start the cancellation process for your policy if we don't receive alternative payment from you. Please contact us on 03300 240 123 if you would like to discuss your payment options.

    • If I miss a Direct Debit payment, how long do I have to make a payment?

      We allow up to 14 days for you to make this payment before we'll take further action.

      If you've missed a Direct Debit payment for any reason, or believe that you might miss a payment in the future, you should contact us as soon as possible on 03300 240 123.

  6. Renewing and Cancelling

    • How do I renew my car insurance?

      We’ll send you a renewal invite 25 days before the renewal date. Please check your documents and if your details are up to date you can renew online in the My Account area of our website. To make changes to your policy please call 03300 240 123.

      If you’ve chosen to automatically renew please check your details are up to date online. We’ll renew your policy unless you tell us not to before the renewal date.

    • How can I change my policy details before I renew?

      You can change the following in the Renewal section of the My Account area of our website:

      • Voluntary excess
      • Additional products
      • Payment method

      For anything else call 03300 240 123.

    • Can I renew my car insurance online?

      You can renew your policy online if your details are up to date. To do this, log into the My Account area of our website and click 'View renewal' to check your policy documents and renew online.

      • Voluntary excess
      • Additional products
      • Payment method

      For anything else call 03300 240 123.

    • How can I view if I'm on automatic renewal?

      We’ll let you know if your policy is opted into automatic renewal in the renewal invite.

      Alternatively, check online by logging into the My Account area of our website and go to "My Policy".

    • How do I get my proof of no claims bonus?

      Your renewal invite will act as your proof of no claims bonus. 

      To access a certificate log into the My Account area of our website from your renewal date and go to the "My Policy" section.

    • What should I do if I don't want to renew my car insurance with you?

      You need to let us know before your renewal date. Either, log into the My Account area of our website and click 'I don't want to renew' in the Renewal section or call us on 03300 240 123.

      Remember if you're on automatic renewal, we'll renew your policy unless you tell us not to before the renewal date. 

      Your renewal invite will act as your proof of no claims bonus or a certificate can be accessed in the My Account area of our website from your renewal date.

    • Can I freeze or suspend my car insurance policy if my vehicle is going to be off the road?

      We can't freeze, suspend or pause your car insurance so if your vehicle is going to be off the road, you should cancel your policy.

    • How will a claim impact my renewal?

      A claim may change the price of your renewal. If we're notified of a claim after we've sent the renewal invite, we'll send you a revised version to reflect the changes.

    • Can I update my payment details online?

      Unfortunately, you're unable to do this online. Please call 03300 240 123 to update your payment details.

    • Is there a charge for cancelling my policy?

      Yes, there will be an administration charge for cancelling your policy. This will be:

      • £25 if you cancel within the first 14 days of your policy start date
      • £55 if you cancel after the first 14 days of your policy start date
      • £25 if you cancel at any time after your policy has renewed

      For more information, please see Your Car Insurance Policy document.

    • How can I cancel my car insurance policy?

      You can cancel your policy at any time by:

      • calling us on 03300 240 123
      • emailing us at help@providentinsurance.co.uk
      • writing to us at Provident Insurance, PO Box 847, Dean Clough, Halifax, HX1 9RE

      If you paid in full

      So long as you haven’t made a claim and aren’t expecting to make a claim in the current period of insurance, we’ll refund the number of days left on your policy minus an administration charge.

      If you paid in monthly instalments

      So long as you haven’t made a claim and aren’t expecting to make a claim in the current period of insurance, we’ll refund any overpayment on your policy minus an administration charge. 

      For more information, please see Your Car Insurance Policy document.

  7. No Claims Bonus

    • What is no claims bonus?

      For every year that you're claim free under your car insurance policy, you'll earn one year's no claims bonus. The number of years no claims bonus you have can have an effect on your car insurance premium.

    • What is no claims bonus protection?

      For an additional premium, you can protect your no claims bonus provided that you have a minimum of four years no claims bonus.

    • How can I send you my proof of no claims bonus?

      If we ask to see your proof of no claims bonus (NCB) you can send it to us in a number of ways. 

      You can upload your proof of NCB online through the My Account area of our website. Simply log into the My Account area and click on the Upload button in your alerts inbox, then follow the onscreen instructions. 

      You can also email it to us directly at proof@providentinsurance.co.uk

      If you'd prefer to send us your proof of NCB by post, please send it to:
      Provident Insurance
      PO Box 847
      Dean Clough
      Halifax
      HX1 9RE

      We may not be able to return your proof of NCB, so it's a good idea to make a copy before posting it to us.

    • How much of my no claims bonus will I lose if I have an accident?

      If you make a claim that affects your no claims bonus, we apply a step-back policy at renewal that reduces your no claims bonus for each claim made, depending on the number of claims made and whether you have no claims bonus protection. This is true even if you weren't responsible for the accident, for example if your car was stolen or damaged by vandals.

      If you make a claim, we may also apply a higher premium or an excess when you renew your policy. You'll find full details of the step-back policy in  Your Car Insurance Policy document.

    • What will happen if I don’t send proof of my no claims bonus?

      You only need to send us your proof of no claims bonus (NCB) if we ask for it, and you'll have up to 28 days from your policy start date to provide it.
      If we don't receive your proof of NCB within 28 days of your policy start date, it could result in your premium being increased or your policy being cancelled.

    • I’m using my no claims bonus on another motor policy. Can I use it on this policy at the same time?

      Each set of no claims bonus can only be applied to one active policy. For example, if you've got two car insurance policies and only one set of no claims bonus, you can only use the no claims bonus on one policy.

    • Do you accept no claims bonus earned from outside the UK?

      No, we don't accept no claims bonus earned outside of the UK. If we ask to see your proof of no claims bonus, it needs to show:
      • That it was earned in the UK in the last 2 years
      • Your previous insurer's letterhead
      • The number of years no claims bonus you've earned

    • How do I know you've received my proof of no claims bonus?

      If you've uploaded your proof of no claims bonus through your online account, you'll receive a confirmation message on screen to tell you that we've received it.

      If you've posted your documents we won't contact you unless there's a problem.

    • Can I use my Motorbike no claims bonus on my car policy?

      No, we only accept no claims bonus earned on a private car.

    • If I'm a named driver will I build my own no claims bonus?

      No, only the policy holder can earn no claims bonus.

    • What do you accept as proof of no claims bonus?

      Your proof of no claims bonus can be any letter or document from your previous insurer, so long as it shows:
      • That it was earned in the UK in the last 2 years
      • Your previous insurer's letterhead
      • The number of years no claims bonus you've earned

    • What does my proof of no claims bonus need to show?

      It needs to show: 

      • That it was earned in the UK in the last 2 years
      • Your previous insurer's letterhead
      • The number of years no claims bonus you've earned
      This information is usually found on your renewal invitation from your previous insurer.

    • Why's my previous insurer only given me 9 years no claims bonus when I should have more?

      Some insurers cap the number of years no claims bonus to 9 when you leave them, as this is the maximum number of years that they will consider when calculating your car insurance premium.

      Unfortunately, if this is the case, we'll be unable to provide you with any more years no claims bonus than you're able to provide proof for.

    • If a named driver makes a claim, can it affect my no claims bonus?

      Yes, if a named driver makes a claim on your policy it will affect your no claims bonus in some circumstances.

  8. My Account and Documents

    • If I need help, can I talk to someone on the phone?

      If you need to speak to a member of our team, call us on 03300 240 123 during our opening hours and a member of our team will be happy to help.

    • Where can I find the amount of excess I have to pay?

      Your Schedule will tell you your policy excess. You can find your Schedule in the My Account area of our website, under "My Policies".

    • How can I view my documents?

      Your documents will be available to view and download in your My Account in PDF format. If you chose to receive your documents through the post, please allow up to 10 working days for delivery.

    • One or more of my policy documents are missing

      It can take up to 48 hours for your documents to be available in your online account. If one or more of your documents still isn't available after 48 hours, please contact us on web chat. Just click on the orange icon on the bottom right of the screen to start a chat.

    • Will I be able to see all of my documents online?

      Yes - all of your documents will be available to view, download and print through the My Account area of our website.

      Once you're in the My Account area, click "My Policies" to view your documents.

    • Why haven’t I received my policy documents through the post?

      For now, we are not sending out printed documents, as most of our team is now working from home due to the coronavirus outbreak. Therefore, we have had to reduce the amount of post we are sending out significantly. Therefore, please check your email account for important notifications from us. You can also log into your account, here, to view, download and print your documents.

    • I don't understand something in my policy documents - who can help me?

      You can get answers about your policy documents on web chat. Just click on the orange icon on the bottom right of the screen to start a chat.

    • What can I use my online account for?

      You can view, download and print all of your policy documents through My Account. You can also upload your proof of no claims bonus if we ask to see it.

    • How do I log into My Account?

      Provided that you've already registered, you can click here and enter both your email address and the password you created when you registered.

      If you've not registered for the My Account area, please click Register.

    • What happens if I forget my password?

      You just need to click "Forgotten Password" on the login page and an email will be sent to your registered email address with a link to reset your password.

    • What happens if I've changed my email address?

      If you want to update your email address, contact a member of our team on web chat. Just click on the orange icon on the bottom right of the screen to start a chat.

  9. Claims and Excess

    • How can I make a claim?

      Click here to report your claim online, or call our 24/7 claims helpline on 03300 240 242 and a member of our team will help you. 

    • What should I do if I'm involved in an accident?

      You should make sure everyone involved is unhurt first - if anyone has been injured, you should contact the emergency services on 999 for immediate assistance.

      If you’re involved in an accident, even if it's not your fault, you should get details of the other driver(s) and any passenger(s) and record any injuries they may have, the make and registration number(s) of the other vehicle(s) involved and details of any property that's been damaged.

      If possible, draw a quick sketch or take photographs of the direction and final position of each vehicle and the extent of the damage.

      You should also give your details to anyone who has a good reason for needing them, but don't admit any fault.

      Remember, you must tell us about any accidents you're involved in, even if you don't want to make a claim. Click here to report a claim online, or call our claims helpline on 03300 240 242 for 24/7 support.

      For more information please see Your Car Insurance Policy document.

    • Can I notify you of a claim online?

      Yes - click here to tell us about your claim.

    • What's a fault claim?

      A fault claim isn't necessarily a claim where you were at fault - it's any claim where your insurance company has paid for any loss, damage or injury to yourself or a third party, when costs can't be recovered or are still being recovered. E.g. if your car was stolen and never recovered, it would be classed as a fault claim.

      If you have a claim that hasn't been resolved at the start of your policy with us, it will be classed as a fault claim until you are able to provide proof that the claim has been settled as a non-fault claim.

      For more information please see Your Car Insurance Policy document.

    • What's a non fault claim?

      A non-fault claim is where your insurance company haven't paid any costs following an accident, or they've been able to fully recover any costs paid for the damage to your car.

      For more information please see Your Car Insurance Policy booklet.

    • How do I get my car fixed after an accident?

      Once you've let us know about your claim, we'll use our network of approved repairers to arrange for your car to be fixed somewhere local to you. If you'd prefer not to use our network of approved repairers, please call us on 03300 240 123 before you get an estimate.

      Please note that if you choose not to use one of our approved repairers, you won't receive a courtesy car from us while your car is being repaired.

      For more information, please see Your Car Insurance Policy booklet.

    • What should I do if someone in my car has been hurt during an accident?

      If someone has been injured in an accident please call 999 immediately.

      You should let us know if anyone has been injured in the accident when you report it to us, or if injuries develop after the incident call us on 03300 240 123.

      For more information please see Your Car Insurance Policy document.

    • What are uninsured losses?

      Uninsured losses are any costs or expenses you will pay that aren't covered under your car insurance policy E.g. your excesses, unpaid leave if you take time off work following an accident, or paying for a hire car.

      To insure yourself against these losses, you can add Motor Legal Protection Cover to your policy by calling 03300 240 123.

    • What happens if my car is a total loss?

      If your car has been damaged to the extent that it's a total loss or write-off, we'll offer you the current market value of the car, taking its age, mileage and condition into consideration.

    • Do I need to pay my excess even if the claim wasn't my fault?

      Initially you may have to pay your excess but providing the third party accept liability you'll be able to recover this excess. If you have Motor Legal Protection they'll attempt to recover this cost and any other uninsured losses for you.

      Full details of your excesses can be found in your Schedule.

    • Will I get a courtesy car if I am involved in an accident?

      Yes, but only if your car can be repaired and is being repaired by one of our approved repairers.

    • What's a total loss?

      A total loss is where the cost of repairs are more than 55% than the car's current market value, when you take into account its age, condition and mileage.

    • What excesses will I have to pay?

      Full details of your excesses can be found in your Schedule.  

    • How much is the young driver excess?

      We charge additional excesses for all young and inexperienced drivers, which apply to all claims made against the policy while the vehicle was in the care of the young or inexperienced driver.

      Driver aged under 21 £350
      Driver aged 21-24 years of age £250
      Driver aged 25 or over who's not an experienced driver    
      (i.e. someone who has not held a full licence for at least 12 months)
      £150
    • How do I contact you about my claim?

      Click here to report a new claim online.

      You can also call our 24/7 claims helpline on 03300 240 242 to report a new claim or to ask about an existing claim.

  10. Making Changes

    • How do I update my details?

      You can update your personal or contact details over web chat. Just click on the orange icon on the bottom right of the screen to chat.

    • How do I change the password for my account?

      You can change your password here.

    • Where can I check my details to make sure they are up to date?

      You can check your details by logging into your online account here. Your documents and all your details are in "My Policies". You'll be able to see all of your documents there.

      If you want to make a change to any of these details, please contact us over web chat. Just click on the orange icon on the bottom right of the screen to start a chat.

    • How do I make a change to my policy (such as my address or my payment details)?

      You can make a change using web chat. Just click the orange icon on the bottom right of the screen to make your change.

    • Can I add another driver to my policy?

      You can add a driver using web chat. Just click the orange icon on the bottom right of the screen to start a chat.

    • Do I need to let you know that I have made modifications to my car since taking out the insurance policy?

      Yes, you need to tell us about any modifications that you've made to your car, whether you made the changes before or after your policy started. You can let us know over web chat. Just click the orange icon on the bottom right of the screen to start a chat.

    • Can I temporarily add a named driver to my insurance?

      No, we don't offer temporary additions to your policy. You can add a driver permanently on web chat. Just click the orange icon on the bottom right of the screen to add another driver.

    • Will I be charged an administration fee if I change anything on my policy?

      There's an administration fee of £25 when you make changes over the phone, or £10 if you make a change over web chat or in the My Account area.

      You must let us know as soon as possible if your circumstances change, as it could affect your insurance cover. If you don't tell us about any changes (e.g. moving house, getting a new job or changing your car) this could change your policy price or even invalidate your car insurance policy.

      Let us know about any changes over web chat. Just click the orange icon on the bottom right of the screen to ask questions or make changes.

    • There's something wrong on my policy documents - what should I do?

      If your details aren't correct on your policy documents, you should let us know as soon as possible on web chat. Just click the orange icon on the bottom right of the screen to start a chat.

    • What happens if I don't tell you about a change to my circumstances?

      Not telling us about a change in circumstances (e.g. moving house, getting a new job or changing your car) can affect your policy price or even invalidate your car insurance policy. Let us know about any changes on web chat. Just click the orange icon on the bottom right of the screen to start a chat.

    • I want to change my car. How do I do this?

      You can change your car in your account. Just log in here to update your vehicle details.

  11. Additional Questions

    • How do I opt out of receiving marketing communications?

      If you'd like to opt out of receiving marketing communications, please contact a member of our team on 03300 240 123.

    • What is an MOT?

      It's an annual test that any car over 3 years old must pass, to make sure that it follows the minimum road safety and environmental standards required in the UK.

    • How long will my policy last?

      All our policies provide cover for 12 months, unless either party decides to cancel the contract.

    • Is there someone to talk to about my insurance claim?

      Yes, if you'd like to make a claim or an update on the status of your claim, call our 24/7 claims helpline on 03300 240 242.

    • I'd like to know more about Provident Insurance, how can I do this?

      Follow this link where you'll find out more information About us.

    • Do you offer second car discount?

      We don’t currently offer second car discounts. 

    • Who are Thatcham Research?

      Thatcham Research is the motor insurance industry’s automotive research centre, and are experts in motor security and safety testing. 

    • What’s a Thatcham Research Category rating?

      Thatcham Research provide ratings for car alarms and immobilisers, which helps customers tell their insurers what security measures their car has. 

      For your car to be Thatcham Category 1, it will have an in-built alarm and immobiliser which feature perimeter, ignition and movement detection, tilt or lean detection and an alarm with its own dedicated power supply. The immobiliser must disable at least two essential operating systems which the car requires to operate, and must be passively set (you don't have to set it yourself or is armed after a set period of time).

      Your car is Thatcham Category 2 if it only has an immobiliser that meets the standards set out in Category 1, but isn’t fitted with an alarm.

      Please visit the Thatcham Research website for more information about their category ratings system and the work that they do. 

    • How can I claim my free toy or other reward?

      If you’ve bought a policy that you started on a price comparison website that’s offering a promotion, you can claim your free toy or other reward by going to the price comparison website and following their instructions.

  12. Contact Us

    • I have a complaint, who should I contact?

      If you have a complaint, you can notify us online using the Contact Us form or you can call us on 03300 240 640.

      or email us at: complaints@providentinsurance.co.uk

      or write to us at:

      Customer Relations
      PO Box 847
      Dean Clough
      Halifax
      HX1 9RE

      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.

    • How do I contact you?

      You can call us on 03300 240 123.

      or email us at: help@providentinsurance.co.uk

      or you can write to us at:

      Provident Insurance
      PO Box 847
      Dean Clough
      Halifax
      HX1 9RE

      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.

    • Who can speak for me on the phone?

      Under certain circumstances, it may be possible for us to speak to someone the policyholder trusts to speak on their behalf. This is at our discretion, and only applies with the policyholder's express permission following successful Data Protection checks.

    • How do I contact you about my claim?

      Click here to report a new claim online.

      You can also call our 24/7 claims helpline on 03300 240 242 to report a new claim or to ask about an existing claim.

    • When are you open?

      We're open 8:30am to 6pm Monday to Friday, 9am to 1pm on Saturday.

      Please note, we are not open on bank holidays. 

Help, I'm stuck!

Click here to see our list of FAQ’s

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Click here to see our list of FAQ’s

Or call us on: 03300 240 123

Why Choose Us?

  • Over 50 years' experience of providing UK car insurance
  • ICS ServiceMark accredited with Distinction
  • UK based contact centre
  • 24/7 accident and claims helpline

Great Cover

Our cover is rated 5 Star which means you get an excellent product with a comprehensive range of features and benefits

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We’ve been awarded the ServiceMark with Distinction, the highest accolade given by the ICS, which recognises our commitment to and achievement in providing great customer service

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Policy documents

View our policy documents for more information about what we cover.

These documents are relevant to all policies taken out after 1st November 2018. If your policy was purchased earlier than this please visit the My Account area for your most up to date documents.