Did you make a claim with us where your vehicle was written off between 1 Sept 2017 and 17 Aug 2022?

During that time, some of our car and van insurance customers who had their vehicle written off didn't receive as much as they should have done. We're working to identify everyone affected.

Customers don't need to contact us, either directly or via third parties. We'll contact affected customers directly to put things right.

Have you renewed a home or motor insurance policy with us since 1 January 2022?

Since that date, some home and motor renewal customers were sold policies where the premium was higher than it should have been. We're working to identify everyone affected.

The majority of our customers who saw an increase in their premium at renewal have not been affected by this issue, as insurance premiums in the UK have also been rising over the last two years due to inflation.

Customers don't need to contact us, either directly or via third parties, as we'll directly contact those affected to put things right. If you are contacted by anyone offering to assist with this process we encourage you to report this to Action Fraud the UK's national fraud and cyber reporting centre.