Coronavirus (COVID-19) update

Last updated: 27th March 2020

Following the Government’s announcement asking everyone to stay at home, we’re making some changes to the way we work to make sure we’re looking after our people and our customers. We’re setting up as many of our colleagues as possible to work from home, but this will take a few days.

In the short-term, we’re only accepting new business online. That means new customers can’t buy insurance over the phone.

Existing customers: Please don’t phone unless it’s absolutely necessary.

We need to prioritise:

  • Customers who have an urgent claim, for example your car is undrivable following an accident, you are injured, or your home is uninhabitable.
  • Customers who can’t pay now as a result of the Coronavirus pandemic, call us - we want to help you.

If you have questions about your renewal or want to make a change to your policy, you can use our virtual assistant. If your policy is due to renew in the next week and you haven’t opted for auto-renewal, please call us. If you have opted for auto-renewal, please make sure your insurance still meets your needs.

For more information and frequently asked questions about COVID-19, go to our Coronavirus help and support page.

Taxing your vehicle

Did you know that you can now tax your vehicle online or by phone if you are the registered keeper and your name, address and any changes you have made to your vehicle have been updated on DVLA records.

Go to to access the step by step process. Alternatively, call the DVLA on 0300 123 4321 to renew your car tax by phone. An electronic check will be made to confirm that you have the necessary insurance, vehicle test (MOT) and entitlement to disability exemption (if appropriate). A tax disc and receipt for payment will be sent to you through the post within five working days.

To tax your vehicle all you will need:

the 16 digit reference number printed in the yellow box on the front of your renewal reminder (Vehicle Licence Application/SORN Declaration form V11)


the 11 digit reference number found on the front of your Vehicle Registration Certificate (V5C)


Your vehicle registration number

Also did you know…

The insurance details are held on the Motor Insurance Database (MID) run by the Motor Insurers Information Centre (MIIC). If the DVLA advises that your car insurance details are not on the MID, providing the vehicle is owned, registered or insured by you and is regularly driven by you, you can verify this by going to for an up to date check.